2 IntroductionThis module discusses the importance of professional appearance and attitude while installing a DIRECTV System.
3 Objectives Upon completing this module, you should be able to: Explain why a professional appearance and attitude are critical to our successList four DIRECTV uniform requirementsDemonstrate a professional attitude and appearance while on the jobList five attributes of a professional technician
4 Professionalism Overview A professional technician:Is competent technicallyHas a positive attitudeHas a good appearanceOur truck, our equipment and our daily schedule makes a huge differenceIf you are perceived as a professional, the customer is more inclined to listen to your suggestions
7 Professionalism Overview First Impressions:7 seconds55% visual impact38% tone of voice7% what you say
8 Appearance DIRECTV Uniform Requirements: Work boots Work pants Collared work shirt with DIRECTV logoIdentification badgeFacial hair – neatness countsDIRECTV logo hats only
9 Appearance Benefits of Professional Appearance: Positive tone Knowledge to get the job done correctlyMakes the customer more comfortableIncreased customer confidenceIncrease customer satisfactionReferrals, resulting in more work
10 Appearance Preparation Truck is clean and stocked Extra clean and pressed uniformNo guest or pets on the jobEat before you arriveHave enough waterUse restroom prior to arrival
11 Attitude Positive Attitude The Pre-call Smile The introduction at the homeDetermine the customer’s expectationsCustomer Satisfaction ChecklistConclusion of the installation or service call
12 Professional Completion Before leaving:Clean up your messReview checklistMeet all expectationsWelcome them to DIRECTVOffice phone numberAsk the customer, “Is there anything else I can do for you today?”
13 ExerciseWritten ReviewComplete the multiple choice questions
14 SummaryNow that you have completed this section you should be able to:Explain why a professional appearance and attitude are critical to our successList four DIRECTV uniform requirementsDemonstrate a professional attitude and appearance while on the jobList five attributes of a professional technician
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