THE PROMISE

SALES/MSS/OSA
 PERSONAL Every customer is unique
and has different needs. So individualize every
interaction and adapt to each person
At your service
EFFORTLESS Keep it simple. Make it
makes each easy. And respect customers by clearly
providing information
interaction
INSPIRING Paint a picture of a
more exciting future—then find an
integrated solution to make it real. So
customers walk away feeling anything
is within reach.
 Greet your customer with a friendly,
genuine hello.
Make it personal – introduce yourself
by name and ask for theirs, too.
Ask how you can help and display an
"I can help you with that" attitude.

GREET
Ask insightful questions to understand what
each customer needs.
Listen up – give your undivided attention.
Take ownership and commit to finding the
right solution.

UNDERSTAND
 Find a personalized solution that fits
each customer.
Be the friendly expert and use your
resources to ensure complete resolution.
Keep it positive.

RECOMMEND
Review and confirm the personalized
solution.
Answer any questions or concerns
clearly and simply.
Make sure every need has been met.

CONFIRM
 Share any information to ensure
complete resolution.
Clearly explain what the customer can
expect next (applicable to the scenario).
Make it effortless when contacting ATT.
Show the customer the many benefits of
digital options.

EDUCATE
Ask if you can help with anything
else.
Thank them for being an AT&T
customer with a friendly goodbye.
Show appreciation – be personable
and helpful to the very end.

THANK
 I can help you getting the new
device

To which behavior
I will ask you a few questions to
does the following better understand your needs.

statement belong?
Just wanted to let you know that in
the next bill you will see a one time
Time to practice! charge as activatio/upgrade fee.

Are you a new or existing ATT

customer?
 Do you have any questions so far
about the ATT plans?

To which behavior
Thank you for choosing/contacting
does the following ATT, we appreciate your business.

statement belong?
Just to recap, I helped you with some
questions about your upgrade, is
there something else I can help you
Time to practice! with?

That is correct, the new iPhone

comes with black and white colors.