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1 Professional Attitude and Appearance. 2 Introduction This module discusses the importance of professional appearance and attitude while installing a.

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Presentation on theme: "1 Professional Attitude and Appearance. 2 Introduction This module discusses the importance of professional appearance and attitude while installing a."— Presentation transcript:

1 1 Professional Attitude and Appearance

2 2 Introduction This module discusses the importance of professional appearance and attitude while installing a DIRECTV System.

3 3 Objectives Upon completing this module, you should be able to: Explain why a professional appearance and attitude are critical to our success List four DIRECTV uniform requirements Demonstrate a professional attitude and appearance while on the job List five attributes of a professional technician Upon completing this module, you should be able to: Explain why a professional appearance and attitude are critical to our success List four DIRECTV uniform requirements Demonstrate a professional attitude and appearance while on the job List five attributes of a professional technician

4 4 Professionalism Overview A professional technician: Is competent technically Has a positive attitude Has a good appearance –Our truck, our equipment and our daily schedule makes a huge difference If you are perceived as a professional, the customer is more inclined to listen to your suggestions A professional technician: Is competent technically Has a positive attitude Has a good appearance –Our truck, our equipment and our daily schedule makes a huge difference If you are perceived as a professional, the customer is more inclined to listen to your suggestions

5 5

6 6 Video Review

7 7 First Impressions: 7 seconds 55% visual impact 38% tone of voice 7% what you say First Impressions: 7 seconds 55% visual impact 38% tone of voice 7% what you say Professionalism Overview

8 8 DIRECTV Uniform Requirements: Work boots Work pants Collared work shirt with DIRECTV logo Identification badge Facial hair – neatness counts DIRECTV logo hats only DIRECTV Uniform Requirements: Work boots Work pants Collared work shirt with DIRECTV logo Identification badge Facial hair – neatness counts DIRECTV logo hats only Appearance

9 9 Benefits of Professional Appearance: Positive tone Knowledge to get the job done correctly Makes the customer more comfortable Increased customer confidence Increase customer satisfaction Referrals, resulting in more work Benefits of Professional Appearance: Positive tone Knowledge to get the job done correctly Makes the customer more comfortable Increased customer confidence Increase customer satisfaction Referrals, resulting in more work Appearance

10 10 Preparation Truck is clean and stocked Extra clean and pressed uniform No guest or pets on the job Eat before you arrive Have enough water Use restroom prior to arrival Preparation Truck is clean and stocked Extra clean and pressed uniform No guest or pets on the job Eat before you arrive Have enough water Use restroom prior to arrival Appearance

11 11 Positive Attitude The Pre-call Smile The introduction at the home Determine the customer’s expectations Customer Satisfaction Checklist Conclusion of the installation or service call Positive Attitude The Pre-call Smile The introduction at the home Determine the customer’s expectations Customer Satisfaction Checklist Conclusion of the installation or service call Attitude

12 12 Before leaving: Clean up your mess Review checklist Meet all expectations Welcome them to DIRECTV Office phone number Ask the customer, “Is there anything else I can do for you today?” Before leaving: Clean up your mess Review checklist Meet all expectations Welcome them to DIRECTV Office phone number Ask the customer, “Is there anything else I can do for you today?” Professional Completion

13 13 Written Review Complete the multiple choice questions Written Review Complete the multiple choice questions Exercise

14 14 Summary Now that you have completed this section you should be able to: Explain why a professional appearance and attitude are critical to our success List four DIRECTV uniform requirements Demonstrate a professional attitude and appearance while on the job List five attributes of a professional technician Now that you have completed this section you should be able to: Explain why a professional appearance and attitude are critical to our success List four DIRECTV uniform requirements Demonstrate a professional attitude and appearance while on the job List five attributes of a professional technician

15 15 Thank you!


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