AT&T Check List (41 items)

Last updated: about 11 years ago

To Do (41 left)

  •  Warm and Friendly Greeting
  • I will be more then happy to help you with (re state issue)
  • Who do I have the pleasure of speaking with today?
  • Verify/Lookup
  • Current AT&T Services?
  • Set Expectations
  • If new customer start discovery, if existing customer, look through account and see if any oppertunity is available (rate plan change, additional services, or changes to account to save money)
  • Build Rapport (ask where they work, how the weather is, open ended questions)
  • Discovery: (who, what, when, where, why, how?)
  • Discover all lines of services needs/wants.
  • Current wireless provider?
  • Retain current wireless numbers?
  • What do you like about your current provider?
  • How many lines of service do you currently have with your provider (how many lines are you inquiring?)
  • How long have you been with that company?
  • What are they offering and how much are you paying monthly?
  • What type of phone are you currently using?
  • What do you like about that phone?
  • What is one feature your phone must have?
  • Do you take a lot of pictures and/or videos with your phone?
  • What do you like to do online?
  • Do you like to download music or videos?
  • Do you like to go on Pandora, Youtube, Netflix?
  • Basic Web Surfing?
  • Do you have access to Wi-Fi (home, work, mcdonalds?)
  • Credit Application
  • One Solid Recommendation
  • Inform customer of current AT&T promotions (trade in program, deposit waiver for porting over, etc)
  • Start Building Order
  • Ask for additional features (mobile insurance, etc)
  • Waive shipping on orders 99c or higher
  • Set expectations on the terms and conditions, customer service summary, and my ATT app.
  • Verify shipping address and email address
  • Collect customers payment information
  • Recap order
  • Paperless or Paper billing?
  • Make sure the customer understands the recap and has no further questions before submitting the order
  • Authorize payment if no further questions
  • Submit order and give the customer the order number and ssg's number
  • Welcome the customer aboard!
  • Thank the customer for the time spent on the phone, and leave the customer feeling happy and confident in the order placed