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Professional Attitude and Appearance

Professional Attitude and Appearance

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IntroductionIntroduction

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

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

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ObjectivesObjectives

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

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Professionalism OverviewProfessionalism 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

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http://satinstalltraining.com

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Video ReviewVideo Review

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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 OverviewProfessionalism Overview

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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

AppearanceAppearance

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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

AppearanceAppearance

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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

AppearanceAppearance

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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

AttitudeAttitude

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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 CompletionProfessional Completion

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Written Review

• Complete the multiple choice questions

Written Review

• Complete the multiple choice questions

ExerciseExercise

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SummarySummary

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

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Thank you!Thank you!