2011 Learning Services Course Catalog Dealer Sales ... · PDF file2011 Learning Services Course Catalog ... This training summarizes how the AT&T network works ... assessment in the

2011 Learning Services Course CatalogLocal Dealer Channel

Dealer Sales AssociateLast Updated: 9/08/2011

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A B C D E F G H I J

LSO Course #

LSO

Search

Term Course Title Overview Objectives

Online or

Classroom

Duration

(hrs) When to Complete Pre-requisites Role

60270173 IND723 ATT Dealer Info Sharing

This course will insure that Dealer Sellers understand that information

from AT&T is not to be shared.

Understand that all information that

comes to them from AT&T cannot be

shared. Online 0.5

Complete within 1-

10 days of hire and

yearly thereafter /

Compliance Course

No

DSA, ARSM,

RAE

60090682 PRD218 AT&T Voicemail Security

This course identifies AT&T's commitment to provide secure voicemail

for it's customers and the measures that should take to protect their

voicemail accounts from "Caller ID Spoofing".

Upon completion of this course,

participants will be able to: - Explain

to customers AT&T's commitment to

voicemail security - Educate

customers on the importance of

voicemail security - Define "Caller ID

Spoofing" to customers - Explain to

customers how they can protect their

voicemail account - Describe or

demonstrate how to enable or change

voicemail passwords using a wireless

device Online 0.5

Complete within 1-

10 days of hire and

yearly thereafter /

Compliance Course

No

DSA, ARSM,

RAE

60132738 DLR198 Do Not Solicit This course will ensure that Dealer Sellers Do Not Solicit.

Understand that they cannot solicit

customers by electronic means Online 0.5

Complete within 1-

10 days of hire and

yearly thereafter /

Compliance Course

No

DSA, ARSM,

RAE

60130431 PRD253

Consumer Wired

Disclosure

In this course there are mandatory disclosures that you must read to

customers when selling AT&T home phone service.

In this course there are mandatory

disclosures that you must read to

customers when selling AT&T home

phone service. Online 0.5

Complete within 1-

10 days of hire and

yearly thereafter /

Compliance Course

No

DSA, ARSM,

RAE

60127026 TC_FRA113Fraud Prevention

This course provides all sellers (COR, National Retail and Dealer)

with information necessary to recognize and prevent subscription

fraud.

Define Subscription Fraud -Explain

how subscription fraud affects sales -

Describe steps you can take to

prevent subscription fraud Online 0.5

Complete within 1-

10 days of hire and

yearly thereafter /

Compliance Course

No

DSA, ARSM,

RAE

60032887 RCT356 Protecting CPNI

This training explores the concept of social engineering and what you

can do to safeguard against individuals attempting to use social

engineering techniques in an effort to acquire private customer

informaiton.

* Explain social engineering/pretexting

* Identify ways to protect customer

information

* Recall AT&T Mobility's policy and

procedures to help safeguard

customer information against social

engineering attacks

* Understand Account Access policy

Understand what is meant by CPNI

* Recall the Complaints Tracking

process Online 0.75

Complete within 1-

10 days of hire and

yearly thereafter /

Compliance Course

No

DSA, ARSM,

RAE

60352353 PRD280 AT&T Network Advantage

This training summarizes how the AT&T network works and provides

talking points for you to communicate to customers when talking about

our network.

(1) Communicate “Words That Work”

when talking to customers about the

network; (2)- Respond to customer

questions about the AT&T network. Online 0.5

Complete within 1-

30 days of hire

date

No

DSA

60104551 DLR121

AT&T Dealer Foundation

for Selling Success

This is an entry level course to introduce new Dealer Sales

Associates to AT&T, wired and wireless products and services and

the AT&T Retail Experience process.

Upon completion of this course, the

student will be able to: Discuss

AT&Ts wireless products and services

/ Discuss AT&T's wired products and

services / Explain AT&T Policies / Use

MyCSP to find information / List the

steps of the AT&T Retail Experience Classroom 8

Complete within 1-

30 days of hire

date

No

DSA

AT&T Proprietary and Confidential

Not for use or disclosure outside the AT&T companies except under written agreement



12

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Online or

Classroom

Duration


26

27

28

29

31

32

33

60137373 DLV121

Virtual Option (Substitute

for DLR121 classroom)

This is an entry level course to introduce new Dealer Sales

Associates to AT&T, wired and wireless products and services and

the AT&T Retail Experience process.


student will be able to: Discuss

AT&Ts wireless products and services

/ Discuss AT&T's wired products and

services / Explain AT&T Policies / Use

MyCSP to find information / List the

steps of the AT&T Retail Experience Online Virtual 8

Complete within 1-

30 days of hire

date

No

DSA

60276924 DLR0221T

Dealer Foundation for

Selling Success -Test Out

Assessment –Tenured 6

months or more Sellers

only (Substitute for DLR121

classroom) Revised

Version

This is an optional test out assessment for DLR121. If this course is

passed with an 80% or higher DSAs can then attend DLR122 without

taking DLR121.


participants will be able to:

Demonstrate mastery of the

knowledge and skills taught in

DLR121. Online 1

Complete within 1-

30 days of hire

date

No

DSA

60104543 DLR122

AT&T Dealer Intermediate

Selling for Success

This course provides new and existing DSAs with in-depth knowledge

and demonstration opportunities focusing on The AT&T Retail

Experience.

Describe the six steps of the AT&T

Retail Experience and related service

standards. Identify the individual

steps of the AT&T Retail Experience.

Compare and contrast ordinary

experience with extraordinary

experience. Describe how to

effectively execute the steps of the

AT&T Retail Experience with

customers Classroom 8

Complete within 1-

30 days of hire

date

Yes - DLR121

OR DLV121

OR DLR0221T

DSA

60137374 DLV122

Virtual Option (Substitute

for DLR122 classroom)

This course provides new and existing DSAs with in-depth knowledge

and demonstration opportunities focusing on The AT&T Retail

Experience.

Describe the six steps of the AT&T

Retail Experience and related service

standards. Identify the individual

steps of the AT&T Retail Experience.

Compare and contrast ordinary

experience with extraordinary

experience. Describe how to

effectively execute the steps of the

AT&T Retail Experience with

customers Online Virtual 8

Complete within 1-

30 days of hire

date

Yes - DLR121

OR DLV121

OR DLR0221T

DSA

60087365 RET111

The AT&T Retail

Experience

This course is designed to give retail sellers an introduction to the

AT&T Retail Experience. This process integrates both wireless and

wireline solutions along with voice and data products. This process

will assist the seller at taking care of customer's communication and

entertainment needs.

Upon completion of this course you

will be to: Identify the steps of The

Retail Experience / Describe the

overall integrated selling strategy Online 0.5

Complete within 1-

30 days of hire

date

No

DSA, ARSM,

RAE

51210359 PRD088 MyCSP

In this course, you will gain exposure to MyCSP - a new and improved

version of the CSP that you have relied on for job related information.

Specifically, this course will focus on navigation and customization in

MyCSP, as well as how to get to the information you need...quickly.

Upon completion, the learner will be

able to: 1) List the advanced search

criteria. 2) List equipment information

enhancements. 3) Identify rate plan

information enhancements. 4) Identify

promotion information enhancements. Online 0.5

Complete within 1-

30 days of hire

date

No

DSA, ARSM,

RAE

60090680 PRD211 GoPhone

The purpose of this training is to teach you how to sell the following

GoPhone products: Pay As You Go and Pick Your Plan. In this

course, you will learn about the AT&T GoPhone Pay As You Go

prepaid option available for wireless service.

Given a customer scenario, you

should be able to: * Describe the key

benefits of GoPhone Pay As You Go *

Identify and qualify target customers

for GoPhone Pay As You Go * Offer

GoPhone Pay As You Go as a solution

for customers * Explain how GoPhone

Pay As You Go works * Sell GoPhone

Pay As You Go to customers * Handle

customer objections * Set customer

expectations Online 0.5

Complete within 1-

30 days of hire

date

No

DSA, ARSM,

RAE





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A B C D E F G H I J

LSO Course #

LSO

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Online or

Classroom

Duration


34

35

36

37

38

60252211 PRD259

New Smartphone Data

Plans - Before taking the

assessment, go to MyCSP

and read the Know the

Facts: - Go to MyCSP - In

Search, type Introducing

New Smartphone Data

Plans - Choose Introducing

New Smartphone Data

Plans - Go to View Related

Links - Choose KTF – New

Smartphone Data Plans -

Review the KTF Know the

Facts and then take the

assessment in the LSO.

AT&T will once again take the lead in innovative pricing by providing

new and more affordable data plans, which enables more people to

enjoy the benefits of the mobile Internet. More people can now use

the industry’s most popular Smartphones on the nation’s fastest 3G

Network. Effective June 7, there are two new, lower priced data rate

plans available for Smartphones. 1. DataPlus for $15 per month for

200MB 2. DataPro for $25 per month for 2GB This includes ALL

Smartphone Operating Systems including iPhone, BlackBerry,

Android, Windows Mobile, webOS and Symbian. Both plans include

UNLIMITED data via Wi-Fi at home, office, public locations, and at

more than 20,000 AT&T hot spots nationwide. With the new plans,

customers can save up to 20% off their voice and data charges. This

Knowledge Check is to test what you learned during the Sales

Coaching Session and the “Know the Facts.” You can use these

documents as an aid when taking this Knowledge Check. At the end

of the Knowledge Check, you will receive a score. You must score

90% or above to successfully complete the course. If you score below

90%, we recommend that you review the course content prior to

A) Qualify target customers to

understand their data usage, volume,

and frequency. B) Provide

recommendations on the more

affordable data rate plans. C)

Overcome customer objections. Online 0.5

Complete within 1-

30 days of hire

date

No

DSA, ARSM,

RAE

60085753 DLR301

POS.com Simulations –

includes Activate a Line,

Add a Line, Update a line,

Change Rate Plan, Change

Features, Change

Equipment and many more.

This course presents a series of simulations that illustrate how to

activate service and maintain equipment information for your

customers on POS.com. This course is updated periodically with new

simulations to help those sellers who use POS.com to service their

customers. \This course should take about (1) hour to complete, but

participants may selectively view simulations of interest. There is no

assessment for this course.


student will be able to: Perform a

variety of service activation and

customer account service functions

using POS.com Online N/A

Complete within 1-

30 days of hire

date

No

DSA, ARSM,

RAE

60081213 CSS101

The Customer Service

Summary

In this course, you will learn about the Customer Service Summary -

Wireless Service Agreement (CSS-WSA). This personalized, easy-to-

read document summarizes a customer's calling plan and service

details. You'll see examples of the CSS-WSA for individuals (in both

pre-paid and post-paid formats) and business customers, and you'll

learn benefits of the CSS-WSA for both the customer and you, the

Dealer.


participants will be able to: Explain the

importance of the Customer Service

Summary – Wireless Service

Agreement (CSS-WSA).List the

benefits of the CSS-WSA to

customers, employees, and AT&T

Wireless.Recognize the key sections

of the CSS-WSA. Integrate the CSS-

WSA into the Retail Sales Process. Online 0.5

Complete within 1-

30 days of hire

date

No

DSA, ARSM,

RAE

60201804 DLR138

AT&T Upgrade Advantage

for Dealers

The AT&T Upgrade Advantage allows customers to upgrade their

wireless device through the lifecycle of their tenure with AT&T. This

course will help you determine how to create a positive customer

interaction when talking about the AT&T Upgrade Advantage with

customers and deliver an extraordinary customer experience.


student will be able to: Describe the

AT&T Upgrade Advantage Program.

Describe the AT&T Strategy. Identify

the benefits the AT&T Upgrade

Advantage provides customers and

sellers. Identify the upgrade offers

and customer types. Describe the

upgrade options available for

customers that do not meet the

requirements for standard upgrade.

Identify and communicate the issues

that impact upgrade availability. Online 0.5

Complete within 1-

30 days of hire

date

No

DSA, ARSM,

RAE

60082358 DMD700 Data Overview

This is a pre-requisite course that will introduce you to basic data

concepts, such as size and speed measurement and real world data

applications.


participants will be able to: Compare

how voice and data are transmitted

Define the units of measurement for

data List the data transmission speeds

of the various data technologies.

Describe how wireless data

transmission works. Explain the

advantages of 3G Online 0.5

Complete within 1-

30 days of hire

date

No

DSA, ARSM,

RAE





12

A B C D E F G H I J

LSO Course #

LSO

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Online or

Classroom

Duration


39

40

41

46

47

60090348 PRD026

AT&T Data Features

Product Training

Welcome to the course that will introduce you to AT&T Data Features.

You will be guided through a series of modules that will teach you how

to talk about data products, how to demonstrate using, and how to sell

them.

Upon completion of this course, given

a customer scenario, you should be

able to: Identify and qualify target

customers for AT&T data features.

Describe the benefits and AT&T

Advantages of AT&T data features.

Determine the customer's need for

data features, and how to offer the

features and the best bundles to your

customer. Sell AT&T Data Features

and bundles. Online 0.5

Complete within 1-

30 days of hire

date

No

DSA

60086794 PRD132 AT&T Wired Basics

This course is designed to help you understand common wired

terminology and related technical concepts. Knowledge of these terms

and concepts will help you communicate effectively with customers.


participants will be able to: Explain the

following wired terms: Residential

telephone service, High-speed Internet

, Advanced TV. Online 0.5

Complete within 1-

30 days of hire

date

No

DSA

60090344 MTI100 MTI Map Tool

This course provides the skills and knowledge necessary to use MTi

MapTool to resolve customer issues.


participants will: Describe the purpose

and usage of the MTi map tool /

Access MTi from CSP / Navigate and

filter maps / Perform location searches

/ Identify network coverage and

locations Online 0.5

Complete within 1-

30 days of hire

date

No

DSA, ARSM,

RAE

60398559 PRD269 Motorola Atrix 4G

This course will introduce you to the Motorola Atrix 4G – an exciting

enahncement to our already-impressive wireless portfolio. If your

customer needs mobile productivity, wants an enhanced web

browsing experience and desires a new level of music and

entertainment beyond the typical small screen, then the Atrix just may

be exactley what they're looking for.

(1) Identify and describe key features

of the Motorola Atrix 4G; (2) Identify

and describe the key accessories to

the Motorola Atrix 4G; (3) Deliver an

extraordinary sales experience by:

*Building Value: Ask simple, open-

ended questions to uncover

customers’ needs to determine if the

Motorola Atrix 4G is a potential

solution to those needs; *Offering

Solutions: Clearly articulate key

features, benefits, and value

proposition of the Motorola Atrix as a

solution to the customers’ needs;

*Educating the Customer: Set billing

and usage expectations, complete

essential set up, and demonstrate key

features to customers. Online 0.5

Complete within 31-

60 days of hire

date

No

DSA

60398562 PRD271 HTC Inspire 4G

This course will introduce you to the HTC Inspire 4G, an Android 2.2

premium media-centric device. You will learn about its features and

how our customers at AT&T can experience the benefits.

(1) Recognize how the HTC Inspire

device fits within AT&T’s portfolio. (2)

Identify characteristics of a customer

that qualify them as a target customer

for the HTC Inspire. (3) Describe

benefits to customers that differentiate

the HTC Inspire from other devices in

AT&T’s portfolio. (4) Demonstrate the

use of the key selling features of the

HTC Inspire to customers. (5) Apply

and deliver the Extraordinary

Experience in a sales interaction. Online 0.5

Complete within 31-

60 days of hire

date

No

DSA





12

A B C D E F G H I J

LSO Course #

LSO

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Online or

Classroom

Duration


48

49

50

51

52

53

60395175 PRD264

What You Need to Know

About Android

This course will provide you with an overview of the Android 2.2

operating system and highlight the what you need to know about the

OS. You will learn about the history of Android, how AT&T benefits

from having Android devices in its portfolio and the key features of the

newest version offered at AT&T. Whether you are new to Android or a

veteran, this course is valuable to you if you sell Android devices!

(1) Explain what Android is to a

customer; (2) Recognize how AT&T

benefits by having Android devices

within its portfolio. (3) Differentiate

between the earlier versions of

Android by identifying the key areas of

improvement with Android 2.2. (4)

Describe the main features of the

Android 2.2 in order to apply the

benefits within a customer scenario.

(5) Recall where additional resources

for Android 2.2 can be located. Online 0.5

Complete within 31-

60 days of hire

date

No

DSA

60120290 DLR511

Step Ahead for Dealers

Part 1 Training Plan

This course is designed to increase the competency levels of sellers

and leadership with the functionality of specific data applications and

devices.


student will be able to: - Have a

general knowledge of AT&T products,

services and devices. - Demonstrate

the key behaviors to Deliver an

Extraordinary experience to every

customer, every time, when selling the

latest AT&T product offerings. Classroom 8

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60124832 DLR512


Part 2 (in wired footprint)



devices. During the course, participants will experience selected

devices to prepare them for the Step Ahead Certification process.

Have a general knowledge of AT&T

products, services and devices the

ablility to demonstrate key behaviors

to Deliver an Extraordinary experience

to every customer every time, when

selling the latest AT&T product

offerings. Identify the key screens

used in the Sales Dashboard system

and the functions for each one. Classroom 8

Complete within 31-

60 days of hire

date

Yes - DLR511

OR DLV511

DSA, ARSM,

RAE

60132539 DLR517


Part 2 out of wired footprint

(substitute for DLR512)



devices. During the workshop, participants will experience selected

devices and applications with hands-on exercises to prepare them for

the Step Ahead Certification process occurring in the field.

Upon completion of this workshop, you

will have a general knowledge of

AT&T products, services and devices.

In addition, you will be able to

demonstrate key behaviors to Deliver

an Extraordinary Experience to every


latest AT&T product offerings. Classroom 4

Complete within 31-

60 days of hire

date

Yes - DLR511

OR DLV511

DSA, ARSM,

RAE

60125552 DLV511


Part 1 Training Plan (Virtual

Option for DLR511)



devices.


student will be able to: - Have a

general knowledge of AT&T products,

services and devices. - Demonstrate

the key behaviors to Deliver an

Extraordinary experience to every


latest AT&T product offerings.

Online

Virtual 8

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60124839 DLV512


Part 2 out of wired footprint

(Virtual Option for DLR512)



devices. During the course, participants will experience selected

devices to prepare them for the Step Ahead Certification process.

Have a general knowledge of AT&T

products, services and devices the

ablility to demonstrate key behaviors

to Deliver an Extraordinary experience

to every customer every time, when

selling the latest AT&T product

offerings. Identify the key screens

used in the Sales Dashboard system

and the functions for each one.

Online

Virtual 8

Complete within 31-

60 days of hire

date

Yes - DLR511

OR DLV511

DSA, ARSM,

RAE





12

A B C D E F G H I J

LSO Course #

LSO

Search


Online or

Classroom

Duration


54

55

56

57

58

59

60

61

62

60135390 DLR522

Step Ahead Update One

2010

This workshop will enable you to sell the designated offerings by

applying product knowledge and demonstrating the AT&T

Retail Experience and key behaviors necessary to Deliver an

Extraordinary Experience. Includes Industry Trends and Portfolio

Impacts, New Products and Key Differentiators and Preparing to Sell

• Identify and describe industry trends.

• Describe the impact that industry

trends have on AT&T’s product

portfolio.

• Identify and describe key features

and benefits of the newest AT&T

service offerings.

• Develop positioning statements

related to the newest AT&T service

offerings.

• Provide an accurate and clear

summary of the key features and

benefits of the new products and key

differentiators. Online 1

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60140421 DLR513


(Part 1 and 2) In Footprint

Test Out

Test out option for tenured Dealer Sales Associates. Passing this

assessment with a score of 90% or better will enable the DSA to

bypass attending DLR511 and DLR512.

Demonstrate knowledge of the topics

covered in the Step Ahead training

program Online 0.5

Complete within 31-

60 days of hire

date

No DSA, ARSM,

RAE

60140423 DLR516


(Part 1 and 2) Out of

Footprint Test Out

Test out for the Step Ahead program for DSAs located in out of

footprint markets

Demonstrate knowledge of the topics

covered in the Step Ahead training

program Online 0.5

Complete within 31-

60 days of hire

date

No DSA, ARSM,

RAE

60485195 PRD278 HTC Jetstream

This course is a lot more than just a formal introduction to the HTC

Jetstream - HTC's latest entry into the tablet market.

This course will enable you to:

* Speak confidently about the Jetstream's awesome features

* Show your customers how having AT&T wireless tablet service is

just as much of a "must-have" as the Jetstream itself is.

* Demonstrate for customers how the features of the Jetstream -

combined with AT&T's 4G network - deliver an awesome mobile

computing experience!

By the time you complete this course,

you should be able to:

* Recall and describe the key

features and functionalities of the HTC

Jetstream.

* Explain how AT&T wireless tablet

service maximizes a customer's tablet

experiences with constant

connectivity.

* Deliver an extraordinary sales

experience for new and current tablet

customers who want an awesome

mobile computing device and

experience.

Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60336638 PRD265 Windows Phone 7 Step Ahead Self Paced Web Course Online 0.75

Complete within 31-

60 days of hire

date

No DSA, ARSM,

RAE

60095778 PRD097 LaptopConnect Step Ahead Self Paced Web Course Online 0.5

Complete within 31-

60 days of hire

date

No DSA, ARSM,

RAE

60273128 PRD262 Samsung Captivate Step Ahead Self Paced Web Course Online 0.5

Complete within 31-

60 days of hire

date

No DSA, ARSM,

RAE

60286597 PRD275 Blackberry Torch Step Ahead Self Paced Web Course Online 0.5

Complete within 31-

60 days of hire

date

No DSA, ARSM,

RAE

60308251 PRD263

AT&T ConnecTech

Training Step Ahead Self Paced Web Course Online 0.5

Complete within 31-

60 days of hire

date

No DSA, ARSM,

RAE





12

A B C D E F G H I J

LSO Course #

LSO

Search


Online or

Classroom

Duration


63

64

65

66

67

68

60103340 DLR229 Netbooks for Dealers

In this course we will focus on Netbooks, a category of mobile devices

offered to our customers. What are they (advantages and limitations),

how do they fit into our product line, how do they compare to

notebooks and how we sell them.

• Recognize and recall basic computer

terminology

• Describe Netbook benefits and

limitations

• Demonstrate Netbook functionality

• Qualify target customers

• Identify data plans associated with

Netbooks that appropriately fit

customer's needs

• Identify accessories for Netbooks

• Offer Netbooks as a personalized

solution

Sell Netbooks with associated plans

and accessories Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60130893 DLR521

Step Ahead Certification

Prep

This course will prepare participants for their initial Step Ahead

Certification. Participants will review the criteria assessed during

certification within the context of customer interactions and receive

coaching on how to modify behavior and actions to deliver an

Extraordinary Experience. This course does not teach the AT&T

offerings covered during the Step Ahead Workshops


student will be able to:

(1) Demonstrate application of the

AT&T Retail Experience components

to Deliver an Extraordinary Experience

(2) Identify the key behaviors and

actions to be assessed and scored

during Step Ahead Certification

(3) Articulate the requirements for

certification Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60197980 DLR401 iPhone for Local Dealers

This course will introduce you to iPhone 4 and iPhone 3Gs features

and benefits.

• Describe key features of iPhone 4.

• Define key terms associated with

iPhone 4.

• Describe the basic functions of

iPhone iOS 4 (Operating System).

• Identify the main differences between

iPhone 4 and iPhone 3Gs.

• Describe the features & benefits of

iPhone.

• Describe iPhone Apps and App

Store.

• Identify key accessories for iPhone.

• State selling methods for iPhone 4

including engaging the customer, what

to say and what to do.

• Locate iZone in MyCSP as a helpful

AT&T resource for Local Dealers. Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60197981 DLR402

iPhone Simulations for

Dealers

This course demonstrates iPhone system simulations in POS.com for

Local Dealers.

• Activate an individual account with

iPhone

• Upgrade an individual account to

iPhone Online 0.5

Complete within 31-

60 days of hire

date

NoDSA, ARSM,

RAE

60090512 APP131

Bluetooth and WiFi for

iPhone

During this course, we learn about two connectivity options for the

Original iPhone and iPhone 3G. We also review common scenarios

and basic troubleshooting procedures.

• Explain how to use Bluetooth on the

iPhone

• Explain how to use the iPhone's Wi-

Fi connection

Utilize troubleshooting procedures for

common issues related toBluetooth

and Wi-Fi connectivity Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60090883 APP301

iTunes and Synchronization

for iPhone

In this module, we learn about iTunes, Apple's one-stop solution for

managing all of the customer's media on the iPhone. iTunes is much

more than just a music and video library; it allows synchronization of

contacts, email, photos, and more.

• Explain how to install iTunes

• Explain iTunes USB Connectivity

• Understand the iTunes Application

Explain iTunes PIM Synchronization Online 0.5

Complete within 31-

60 days of hire

date

NoDSA, ARSM,

RAE





12

A B C D E F G H I J

LSO Course #

LSO

Search


Online or

Classroom

Duration


69

70

71

72

73

60196797 DLR563

Palm Pre Plus and webOS

for Dealers

In this course, you will be introduced to the Palm Pre Plus and the

webOS.

In addition to learning about the device, you will learn how to Deliver

an Extraordinary Experience when speaking with your customer about

the Palm Pre Plus.

Identify and describe key features and

differentiators of the Palm webOS and

the Palm Pre Plus.

Explain the benefits of the key

differentiators to a customer.

Describe the impact of adding the

Palm Pre Plus with webOS to the

AT&T portfolio.

Educate and assist customers with the

initial setup of their Palm Pre Plus and

creation of their Palm profile so that

they leave the store with a working

device. Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60087737 PRD112 Combined Billing Product Training

* Describe Combined Bill and its

benefits

* Identify which AT&T services can be

combined

* Use a Combined Bill eligibility check

to help qualify a target customer

* Offer Combined Bill as a solution to

your customers

* Support customers who are enrolled

in Combined Bill Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60418315 PRD281

Mobile Insurance & Mobile

Protection Pack

The purpose of this training is to familiarze you with Mobile Insurance,

a low cost, hassle-free program that provides coverage for: loss or

theft, accidental physical or liquid damage, and mechanical and

electrical failure after the manufacturer's warranty has expired.

This training also covers the Mobile Protection Package, a bundle that

consists of Mobile Inusrance, Enhanced Support and Mobile Locate.

* Describe what Mobile Insurance is,

the premiums and the benefits to

customers

* Describe the two-tier deductible

structure

* Describe what the Mobile Protection

Package is

* Describe the following components

of the Mobile Protection Pack: Mobile

Insurance; Enhanced Support; Mobile

Locate

* Offer the Mobile Protection Package

or components of it

* Address customer concerns

* Provision Mobile Insurance or the

Mobile Protection Pack Online 0.75

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60085012 PRD136 AT&T Wired Product Suite Product Training Online 0.5

Complete within 31-

60 days of hire

date

No DSA, ARSM,

RAE

60084313 PRD143 AT&T Strategy

This training will help you understand AT&T's strategy for meeting

customer needs through the integration of sales of wireless and wired

products and services.

After completing this course, you

should be able to: Explain AT&T's

strategy for meeting customer needs

through the integration of sales of

wireless and wired products and

services. Apply AT&T's wired and

wireless strategy. Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE





12

A B C D E F G H I J

LSO Course #

LSO

Search


Online or

Classroom

Duration


74

75

76

77

60107275 PRD267 Selling AT&T U-Verse

AT&T U-verse is the umbrella name of a suite of products that

include digital TV, high-speed Internet, and voice service over an

Internet Protocol (IP) platform. AT&T's U-verse technology provides

customers with the next generation of entertainment, high-speed

Internet and communication options.

After you have completed this course,

given a customer scenario, you will be

able to:

* Describe AT&T’s 3-Screen strategy.

* Identify the Three Bests.

* Identify and describe the

components of AT&T U-verse.

* Identify and qualify target customers.

* Describe the benefits of AT&T U-

verse.

* Offer AT&T U-verse services.

* Resolve customer objections.

* Set customer expectations.

• Handle customer objections

Sell AT&T U-verse to qualified

customers Online 1.25

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60108449 RET232

AT&T U-Verse Interactive

Demo Training

Participants will demonstrate through the Retail Sales Process how to

utilize the U-verse TV Interactive Demo to offer home

product solutions to customers.



• Utilize the AT&T U-verse TV

Interactive Demol to demonstrate U-

verse TV products and features

Incorporate the AT&T U-verse TV

Interactive Demo into the Retail Sales

Process Online 1

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60090681 PRD213 AT&T/DIRECTV

AT&T DIRECTV is an Advanced TV product offered to AT&T's

customers. DIRECTV is a premier product that continually defines the

best TV experience available. DIRECTV service offers English,

Spanish, and International programming along with exclusive movie

and sports channels. This training will prepare you to position,

demonstrate, and sell AT&T DIRECTV.



•

Identify and qualify target customers

• Explain the benefits of DIRECTV to

customers

• Identify programming and equipment

offers that best meet the needs of

AT&T's customers

• Compare and contrast DIRECTV

service to competitors in the

marketplace

• Describe or demonstrate the features

of DIRECTV programming packages

and equipment

• Sell AT&T DIRECTV


Set customer expectations Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60106315 PRD074 AT&T High Speed Internet

AT&T High Speed Internet is the #1 high speed internet service in the

U.S, and has the most Wi-Fi hotspots for our customers. This course

will teach you how to identify your target customers for AT&T High

Speed Internet. You will also learn selling techniques to use when

selling AT&T High Speed Internet service, and how to overcome

objections from customers.( States that sell wired and non-wired

products)



• Relate the benefits of AT&T High

Speed Internet.

• Identify and Qualify target customers

for High Speed Internet.

• Apply techniques needed to sell

AT&T High Speed Internet service.

Apply skills needed to overcome

customer objections, and sell AT&T

High Speed Internet. Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE





12

A B C D E F G H I J

LSO Course #

LSO

Search


Online or

Classroom

Duration


78

79

80

81

60108179 PRD158

Home Phone Service 13

States

The purpose of this training is to teach you how to sell home phone

service in the 13 states. You will learn about the product

features and benefits of home phone service, as well as how to

position the product while selling other AT&T products and services.



• Identify and qualify target audiences

for home phone service with high-

speed Internet

• Describe key benefits of Home

Phone Service

• Identify and articulate regulatory

disclosures to your customers

• Identify and articulate third-party

verifications to your customers

• Sell home phone service when

selling other wired products and

services

Handle customer objections Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60105506 PRD164 Home Phone Nine States

The purpose of this training is to teach you how to sell home phone

service in the nine states. You will learn about the product features

and benefits of home phone service, as well as how to position the

product while selling other AT&T products and services.



• Identify and qualify target audiences

for home phone service

• Describe the installation process for

home phone service

• Describe key benefits of home phone

service

• Sell home phone service when

selling other wired products and

services


• Describe the third party verification

process for home phone service

Identify and articulate regulatory

disclosures to your customers Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60105504 PRD122 Fast Access DSL

This course introduces you to two FastAccess DSL

products:FastAccess DSL and FastAccess DSL Direct.



• Describe the features of FastAccess

DSL

• Qualify target customers for

FastAccess DSL or FastAccess DSL

Direct


Use the sales process to sell

FastAccess DSL or FastAccess DSL

Direct to customers Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60105948 PRD089 AT&T Mobile Music

AT&T Mobile Music is a service provided by AT&T that enables our

customers to more fully enjoy their music. With one click

or the push of a button on their handset/device, customers can access

AT&T Mobile Music. This course has been updated to introduce the

new AT&T Mobile Music features. AT&T Mobile Music offers our

customers the ability to listen to music from different sources and

providers such as: Napster, Yahoo! Music, XM Radio Mobile and

emusic. AT&T is the only national carrier to enable our customers to

purchase full track songs over-the-air (OTA).

At the end of this training course, you

should be able to:

• Describe the features and benefits of

AT&T Mobile Music


• Offer AT&T Mobile Music as a

solution and demonstrate or tell your

customers how it works

• Sell AT&T Mobile Music with

associated devices, plans, and

accessories to your customers Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE





12

A B C D E F G H I J

LSO Course #

LSO

Search


Online or

Classroom

Duration


82

83

84

85

86

87

60086393 DLR302 National Billing Instance

This course provides information on what National Billing Instance

(NBI) is, how it impacts Local Dealers, and how it impacts customers.


participants will be able to: Define

National Billing Instance (NBI) and

related terms. Recognize the benefits

of the NBI market. Identify eligibility

requirements for NBI market accounts.

Identify differences made within

POS.com to support the NBI market.

Describe how an NBI account appears

in POS.com I and II. Identify

customers where access will be

needed to perform cross-market

activations. Demonstrate steps in

POS.com for running credit, activating,

or searching for NBI market accounts. Online 1

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60100053 PRD100 AT&T 3G

This course will provide you with an overview of AT&T's 3G products

and services offered on both our 3G and EDGE networks. You will

also learn about the technologies that power AT&T's networks and

how to position our services to our customers.



Understand AT&T's 3G network

technologies / Define AT&T's 3G

strategy. / Position AT&T's 3G

products with our customers. /

Compare AT&T's 3G technologies to

those used by competitors. Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60107162 PRD186 AT&T Navigator

AT&T Navigator is always with you always up-to-date and the most

convenient way to get where you are going; whether across town or

across the country. When your customer is looking for convenience or

a way to make their commute or their occasional or business travel or

just their every day busy life easier then AT&T Navigator will put you

on the road to a successful sale!

Upon completion of this course

participants will be able to


• Offer AT&T Navigator as a solution

to your customers

• Describe and demonstrate features

of AT&T Navigator

Sell AT&T Navigator Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60084314 PRD190 AT&T Memory Cards

This course will introduce you to Memory Cards. It will prepare you to

talk about, demonstrate and sell AT&T Memory Cards to customers.

By giving you the tools to make you successful on the job, you will

increase your revenue per opportunity and make more money!




• Explain various ways memory can be

used

• Describe the advantages of memory

cards

• Offer personalized memory solutions

to your customers

• Overcome objections

• Sell the benefit of the memory cards

to each individual customer for a

complete solution

Demonstrate the features of memory

cards Online 0.5

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60273142 TC_RET0208

AT&T Spanish Services -

Wireless

This course will introduce you to the important elements that are

necessary to sell Spanish products and services.

Identify products and services that

should be offered to Spanish speaking

customers during the AT&T Retail

Experience. Online 0.75

Complete within 31-

60 days of hire

date

NoDSA, ARSM,

RAE

60273143 TC_RET0308AT&T Spanish Services

This course will introduce you to the important elements that are

necessary to sell Spanish products and services.

Identify products and services that

should be offered to Spanish speaking

customers during the AT&T Retail

Experience. Online 0.75

Complete within 31-

60 days of hire

date

NoDSA, ARSM,

RAE





12

A B C D E F G H I J

LSO Course #

LSO

Search


Online or

Classroom

Duration


88

89

90

91

92

93

51210229 PRD025 AT&T Voice Features

Welcome to AT&T Mobility’s Voice Features course. This course will

prepare you to sell AT&T Mobility’s voice features to your customers.

At the end of this course, you will be

able to: • Describe voice features that

customers can purchase along with

their AT&T Mobility voice rate plans.

• Describe voice features that are

included with AT&T Mobility voice rate

plans.

• Describe other fees associate with

AT&T Mobility voice rate plans.

• Sell AT&T voice features to

customers using the AT&T Retai

Experience. Online 1

Complete within 31-

60 days of hire

date

No

DSA, ARSM,

RAE

60086781 ANR100 Agent National Retail Lines

This course introduces AT&T's rates & conditions for the ANR

wireless services that are available to Agents & National Retailers for

personal and demo use. After completing this course you should know

the basics about the rates and conditions for acquiring an ANR

service with AT&T.


participants will be able to: Describe

the three available ANR rate plans -

Retail Seller Plan, Store Manager

Plan, and Store Demo Plan. List the

available ANR bolt-on features and

related costs. State how to sign-up

for an ANR rate plans. Locate a copy

of the Terms & Conditions form. Online 0.5

Complete within

61+ of hire dateNo

DSA

60104545 DLR123

AT&T Dealer Advanced

Selling for Success

This course will take an in depth look at the Retail Experience and

advance selling skills. Classroom 8

Complete within

61+ of hire date

Yes - DLR122

OR DLV122 DSA

60196790 DLR299 I Can Help You -Dealers

This class will focus on providing advanced customer service skills by

utilizing many of the tools available to DSAs. In addition this course

will also focus on different types of customers and how to assist that

customer best based on that customer type.

Consistently solve common customer

service concerns while leveraging

AT&T in-store tools. Classroom 8

Complete within

61+ of hire dateNo

DSA

60106125 PRD127

AT&T Smart Limits for

Wireless

This course introduces you to AT&T Smart Limits for Wireless. Smart

Limits for Wireless is a Web-based application that

enables parents to set limits, restrictions, and alerts to manage their

children's wireless usage.You will learn about AT&T Smart Limits for

Wireless. This training will help you position, demonstrate, and sell

this product.



• Identify and Qualify target customers

• Offer AT&T Smart Limits for Wireless

as a solution to your customers

• Describe how to use AT&T Smart

Limits for Wireless

• Sell A&T Smart Limits for Wireless to

your customers


Set customer expectations Online 0.5

Complete within

61+ of hire dateNo

DSA, ARSM,

RAE

60081775 PRD061 Hearing Aid Compatibility

This course describes the Hearing Aid Compatibility Act and

examines AT&T's policies and procedures as it relates to wireless

devices that are compatible with hearing aids.


participants will be able to: Describe

the Hearing Aid Compatibility

requirements imposed by federal law.

Identify HAC industry ratings. Identify

HAC compliant wireless devices and

sell devices that are more likely to

meet the customer's needs. Explain

AT&T's HAC wireless device polices

and procedures. Classroom 0.5

Complete within

61+ of hire dateNo

DSA, ARSM,

RAE





12

A B C D E F G H I J

LSO Course #

LSO

Search


Online or

Classroom

Duration


94

95

99

100

102

103

60082106 DLR149

Equipment Return &

Recycling Program for

Dealers

This course has two optional sections that provide information on the

proper procedures to follow when handling equipment that is: To be

recycled Returned because of Buyer's Remorse Returned by the

customer because it is not functioning properly. Is not operating

properly when opened in the store. This includes explanations of

each type of return and the associated proper procedures. There also

is a brief section on safety precautions for handling batteries.


participants will be able to: Recycling:

Complete the recycling process for

recycled phones and PDAs if your

store participates in the recycling

program. Returns:Process Buyer's

Remorse (BRE), Dead on Arrival

(DOA), and Out of Box Failure (OBF)

equipment for return to AT&T if your

store returns equipment to AT&T for

credit. Complete the safe battery

handling process and follow proper

first aid steps if needed. Online 0.5

Complete within

61+ of hire dateNo

DSA, ARSM,

RAE

60082360 LBS202 AT&T FamilyMap

AT&T FamilyMap is a new location-based service (LBS) that

integrates information about the device's geographic location,

providing our customers with more exciting functionality in the palm of

their hand. AT&T FamilyMap allows customers to locate loved ones

using the technology built-in to many of the AT&T branded wireless

devices.



• Explain the AT&T FamilyMap product

offer and how it works

• Explain how to use AT&T FamilyMap

to locate family members

• Identify how we support our

customers who subscribe to this

service

• Recognize how to use other features

on a mobile phone and on the web site

Identify basic troubleshooting steps to

resolve AT&T Family Map issues Online 0.5

Complete within

61+ of hire dateNo

DSA, ARSM,

RAE

60398556 DLR1102

PDC February 2011

Wireless & Wired Markets

This course presents the February 20, 2011 Wireless enhancements

to POS.com and prepares sellers to provision and service customers

efficiently within the improved Point of Sale system.


student will be able to: (1) Identify

enhanced functionality in POS.com

(2) Provision and service customers

confidently using the enhanced flows Online 0.25

Complete within

91+ of hire date

No

DSA, ARSM,

RAE

60398557 DLR1103

PDC February 2011

Wireless Markets

This course presents the February 20, 2011Wireless and Wired

enhancements to POS.com and prepares sellers to provision and

service customers efficiently within the improved Point of Sale system.


student will be able to: (1) Identify

enhanced functionality in POS.com

(2) Provision and service customers

confidently using the enhanced flows Online 0.25

Complete within

91+ of hire date

No

DSA, ARSM,

RAE

60211416 DLR090 U-verse Advanced -Dealers

This course will provide an overview of At Home Products available in

U-verse "green" markets. Tools, resources, and effective positioning

in the AT&T Retail Experience will also be presented in this course.

Describe the features, benefits,

pricing, and rebates of U-verse *

Explain advantages U-verse has over

leading competitors * Identify tools and

resources that can assist in closing

customer sales * Demonstrate

effective bridging and bundling

techniques within the AT&T Retail

Experience Classroom 4

Complete within

91+ of hire date No

DSA, ARSM,

RAE

60279155 DLR523

Provisioning Business

Customers

This course lays out various rules and procedures for provisioning

business customers. Understanding the type of business customers

that may be provisioned and the service that may be provided is the

first step towards delivering an extraordinary experience and forging

long-term business relationships.

(1) Identify the types of AT&T

business customers (2) Identify the

types of business agreements that

define their relationship with AT&T (3)

Describe the contractual discounts

and benefits each business agreement

provides (4) Incorporate business

New Activations and Upgrades into the

AT&T Retail Experience Online 1

Complete within

91+ of hire date No

DSA, ARSM,

RAE





12

A B C D E F G H I J

LSO Course #

LSO

Search


Online or

Classroom

Duration


104

105

106

107

108

109

110

60279828 DLR524

ECPV and AMB

Agreements

This course teaches Sellers how to use ECPV and POS.com to

support the fundamental processes of initiating and servicing Small

Business CRU and IRU agreements.


student will be able to: (1) Search for

existing and potential business

agreements and key contacts in ECPV

(2) Locate contract and discount

information for IRU and CRU

customers in ECPV (3) Initiate AMB

Agreements for business customers in

POS.com (4) Enroll customers in IRU

Program Online 1

Complete within

91+ of hire date No

DSA, ARSM,

RAE

60104547 DLR535

Outside Sales Skills to

Grow Small Business

Optional – This course is

appropriate primarily to

Dealers that sell to small

business customers outside

of their stores – (i.e. in their

community).

This course is also known as: Outside Sales Skills to Grow Small

Business. The goal of this course is to transfer knowledge to Local

Dealers about how to apply Outside sales tactics to acquire Small

Business customers. This course builds on the foundation provided

by DLR523 and DLR524.


student will be able to: - Present

yourself as a Sales Consultant -

Describe how to network to create

Small Business sales opportunities -

Identify methods for researching Small

Business leads - Describe how to

request and prepare for a meeting with

a potential client - Explain how to

close the sale and overcome

objections Classroom 4

Complete within

91+ of hire date No DSA, RAE

60321447 DLV535

Outside Sales Skills to

Grow Small Business

Optional – This course is

appropriate primarily to

Dealers that sell to small

business customers outside

of their stores – (i.e. in their

community).

This course is also known as: Outside Sales Skills to Grow Small

Business. The goal of this course is to transfer knowledge to Local

Dealers about how to apply Outside sales tactics to acquire Small

Business customers. This course builds on the foundation provided

by DLR523 and DLR524.


student will be able to: - Present

yourself as a Sales Consultant -

Describe how to network to create

Small Business sales opportunities -

Identify methods for researching Small

Business leads - Describe how to

request and prepare for a meeting with

a potential client - Explain how to

close the sale and overcome

objections

Online

Virtual 4

Complete within

91+ of hire date No DSA, RAE

60142744 RET534

Mobility Products and

Services

This course is part of a series that makes up AT&T’s national Small

Business Retail Certification Program. This course reviews Mobility

Products & Services within the context of the AT&T Retail Experience

for Small Business customers. Successful completion will

demonstrate your mastery of the benefits of the AT&T Exclusively

Business Program and the positioning of key wireless devices and

services for Small Business customers.


participants will be able to: (1) Identify

who your Small Business customers

are (2) Position and sell the right

wireless device (3) Position and sell

the right wireless rate plan (4) State

the benefits of the AT&T exclusively

Business (AEB) Program (5)

Incorporate AT&T Exclusively

Business into the AT&T Retail

Experience Online 0.5

Complete within

91+ of hire date No

DSA, ARSM,

RAE

60143312 RET0534

Assessment: Mobility

Products and Services

This course delivers the stand-alone assessment for RET534 Mobility

Products & Services. 90% pass rate required for Small Business

Certification designation. Demonstrate mastery of course content Online 0.5

Complete within

91+ of hire date No

DSA, ARSM,

RAE

60142745 RET535 IRU Selling Skills


Business Retail Certification program. This course reviews IRU

Selling Skills within the context of the AT&T Retail Experience so

you’ll be able to bring added value to your IRU customers. Successful

completion will prepare you to identify, up sell and gain referrals from

IRU customers.



(1) Define who your IRU customers

are

(2) State the eligibility guidelines for

the IRU Program

(3) Identify potential IRU customers

(4) Integrate the IRU program into the

AT&T Retail Experience Online 0.5

Complete within

91+ of hire date No

DSA, ARSM,

RAE

60141673 RET0535

Assessment: IRU Selling

Skills

This course delivers the stand-alone assessment for RET535 IRU

Selling Skills. 90% pass rate required for Small Business Certification

designation. Demonstrate mastery of course content Online 0.5

Complete within

91+ of hire date No

DSA, ARSM,

RAE





12

A B C D E F G H I J

LSO Course #

LSO

Search


Online or

Classroom

Duration


111

112

60250751 RET536 Mobility Business Solutions


Business Retail Certification Program. This course creates

awareness around AT&T Mobile Applications and the Small Business

Mobile Application Recommender Tool (SMART) available to help

customers learn about our Small Business applications. Successful

completion will prepare you to answer questions your customers may

have about three categories of mobile solutions and the tools

available for self service.

(1) Identify three categories of

business solutions available to AT&T

Small Business customers (2)

Position these categories to their

target customers (3) Describe how

customers can use SMART to take

advantage of these applications Online 0.5

Complete within

91+ of hire date No

DSA, ARSM,

RAE

60232566 RET0536

Assessment: Mobility

Business Solutions

This course delivers the stand-alone assessment for RET536 Mobility

Business Apps. 90% pass rate required for Small Business

Certification designation. Demonstrate mastery of course concepts. Online 0.5

Complete within

91+ of hire date No

DSA, ARSM,

RAE



Documents

2011 Learning Services Course Catalog Dealer Sales ... · PDF file2011 Learning Services Course Catalog ... This training summarizes how the AT&T network works ... assessment in the