Day 1 Training: Introducing and Connecting

Question 1

Training Goal

Answer 1

Introduce self to customer and make them feel comfortable with you by:
• Using Icebreakers
• Sticking to the Pitch

Question 2

SAW

Answer 2

• System
• Attitude
• Work Ethic

Question 3

System (S a w)

Answer 3

Each sales representative’s unique style

Question 4

Attitude (s A w)

Answer 4

Keep your attitude and the conversation POSITIVE!

Question 5

Work Ethic (s a W)

Answer 5

Strive to do 10x the Minimum each day for greater chance at success

Question 6

LOA

Answer 6

• Law
• Of
• Averages

Question 7

Real Life Example of LOA

Answer 7

A Deck of Playing Cards

Question 8

Importance of LOA

Answer 8

Offers more chances to succeed

Question 9

What are Staple Goals

Answer 9

Goals that you can control hitting

Question 10

What are the Staple Goals of LOA

Answer 10

• Doors
• Decision Makers (DMs)
• Bills
• Applications

Question 11

Doors (LOA)

Answer 11

• Goal: 40-50 Each Day

* The business you actually speak with

Question 12

Decision Makers - DMs (LOA)

Answer 12

• The ones who make the call/decisions regarding the services we provide
• Who you need to speak to in order to close the sale.

Question 13

Bills (LOA)

Answer 13

The physical copy of the business’s phone bill, internet bill, tv bill, or all the above to know the amount they are paying each month for the services.

Question 14

Applications (LOA)

Answer 14

What you fill out to close the sale and switch the clients over to AT&T

Question 15

The 5 Steps to a Conversation

Answer 15

1. Icebreakers/Intro
2. Qualifying Questions
3. Short Story
4. Presentation
5. Close

Question 16

SEE Factors (Building Rapport)

Answer 16

• Smile
• Eye Contact
• Enthusiasm

Question 17

FORDS (Building Rapport)

Answer 17

• Family
• Occupation
• Recreation
• Dreams/Dogs/Decor
• Shopping/Sports

Question 18

POO Factors (Building Rapport)

Answer 18

• Power
• Of
• Observation

Question 19

The Introduction: Exact Script

Answer 19

[Icebreaker First]

Hi! My name is _______, and I’m here on behalf of AT&T Business.

I’m checking in on our existing and newly qualified customers to make sure that they are getting the best prices and promotions.

You are still using us for phone and internet correct?

Question 20

The Introduction: Summarized Bullet Points

Answer 20

• Name and “Behalf of AT&T Business”
• Existing and Newly Qualified Customers
• Best Prices and Promotions
• You Are Still Using Us for […] Correct?

Question 21

Importance of FORDS

Answer 21

Conversation fillers and

Question 22

Verbal Rapport Building

Answer 22

• Icebreakers and Conversation Fillers

* Utilize the Surroundings to make conversation and a connection

Question 23

Non-verbal Rapport Building

Answer 23

• SEE Factors (Facial Expressions)
• Physically show your positive attitude
• Mimic Customer (i.e. sit if they are, increase volume if they’re loud, lower if they’re soft-spoken, etc.)

Question 24

Importance of POO Factors (Rapport Building)

Answer 24

Use your surroundings to create conversation and MAKE A POSITIVE CONNECTION!