Telecom Customer Engagement Strategies

Podcast

Play an AI-generated podcast conversation about this lesson

Questions and Answers

What does the 'R' in '4 Rs' refer to in the context of Rate of Penetration?

Reputation

Rate of Penetration (correct)

Return on Operations

Revenue Intensity

Which of the following are considered advantages? (Select all that apply)

Low Prices

Best Network (correct)

Greatest Value (correct)

Most Convenient (correct)

What are the steps in the Retail Experience?

Greet and Approach, Build Value, Offer Solutions, Gain Agreement, Educate, Thank and Depart.

What does CDDAP stand for?

Coverage, Devices, Data & Home, Accessories & Apps, Plans Signup and view all the answers

What are the 5 Key Behaviors to adopt with customers?

Welcome customers warmly, Personalize the interaction, Give undivided attention, Maintain a positive attitude, Walk customers to the door. Signup and view all the answers

What is the company vision?

Connect people with their world everywhere they live and work and do it better than anyone else. Signup and view all the answers

What are the 5 AT&T Customer Rules? (Select all that apply)

Take ownership and show we care Signup and view all the answers

What is AT&T's promise?

Our promise is our commitment to providing extraordinary service to every customer every time. Signup and view all the answers

What are the 6 most used features by smartphone users?

Social network, Emails, Video, Music, Apps, Web Signup and view all the answers

List the 4 Operating Systems mentioned.

iOS, Android, Windows, Blackberry Signup and view all the answers

What does 'Always Be Closing' (ABC) represent?

A strategy that requires the salesperson to be persistent and know when to move on. Signup and view all the answers

What does AER stand for?

Acknowledge, Emphasize, Reassure Signup and view all the answers

Who are the CEOs and Presidents associated with AT&T?

Randall Stephenson, Paul Roth, Ralph Delavega Signup and view all the answers

What are the top products offered by AT&T?

Beats, Mobile Protection Plan (MPP), Mark the Spot, My AT&T, ISIS Signup and view all the answers

What does MST stand for?

Mobile Share Tool Signup and view all the answers

Study Notes

4 Rs

Rate of Penetration: Total number of subscribers.
Revenue Intensity: Average Revenue per Subscriber (ARPU).
Return on Operations: Focus on income generation.
Reputation: Importance of brand perception.

Advantages

Best Network: Superior connectivity and coverage.
Greatest Value: Competitive pricing and offerings.
Best Products: High-quality devices and services.
Most Convenient: Ease of access and usability.

Retail Experience

Greet and Approach: Initial customer engagement strategy.
Build Value: Highlight product benefits and advantages.
Offer Solutions: Tailor options to meet customer needs.
Gain Agreement: Secure concurrence from the customer.
Educate: Inform customers about products and services.
Thank and Depart: End interactions on a positive note.

Components of a Complete Solution (CDDAP)

Coverage: Reliable network connectivity.
Devices: Range of available smartphones and gadgets.
Data & Home: Broadband and internet services.
Accessories & Apps: Supplementary products and services.
Plans: Various pricing and service options.

5 Key Behaviors

Warm Greeting: Initiate with a friendly approach.
Personalization: Use the customer's name for connection.
Undivided Attention: Focus entirely on the customer's needs.
Positive Attitude: Maintain a helpful and upbeat demeanor.
Warm Goodbye: Thank customers genuinely as they leave.

Company Vision

Aim to connect individuals with their world across all locations, promising unmatched service quality.

5 AT&T Customer Rules

Ownership: Take responsibility and show commitment.
Responsiveness: Timely replies and delivery of service.
Integrity: Ensure accurate and reliable service.
Seamlessness: Enhance customer experience without complications.
Commitment: Deliver on promises made to customers.

Our Promise

Commitment to providing exceptional service to every customer, every time.

6 Most Used Features by Smartphone Users

Social Networking: Engagement on various social media platforms.
Emails: Frequent communication via email.
Video: Streaming and sharing video content.
Music: Consuming audio entertainment.
Apps: Utilizing mobile applications for various tasks.
Web: Internet browsing and online activities.

4 Operating Systems

iOS: Developed by Apple.
Android: Open source platform by Google.
Windows: Microsoft’s operating system for devices.
Blackberry: Legacy mobile operating system.

Always Be Closing (ABC)

Sales strategy emphasizing persistence while recognizing when to shift focus to new prospects.

AER

Acknowledge: Recognize customer concerns or needs.
Emphasize: Highlight the key points that matter.
Reassure: Provide customers with confidence in their decisions.

CEO and Presidents

Randall Stephenson: CEO of AT&T.
Paul Roth: President of RRS.
Ralph Delavega: President of AT&T Mobility.

MST

Mobile Share Tool: A tool for managing shared data and plans.

Studying That Suits You

Use AI to generate personalized quizzes and flashcards to suit your learning preferences.

Description

This quiz explores key concepts in telecom customer engagement, focusing on the 4 Rs: Rate of Penetration, Revenue Intensity, Return on Operations, and Reputation. It also discusses effective retail experiences and components for delivering complete solutions to customers. Test your knowledge on how to enhance customer satisfaction in the telecom sector.