No Slide Title

							Professional Attitude
  and Appearance




                        1
   Introduction

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


                             2
       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

                                                3
        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
                                             4
http://satinstalltraining.com
                                5
Video Review




               6
Professionalism
Overview

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



                      7
         Appearance
DIRECTV Uniform Requirements:
• Work boots
• Work pants
• Collared work shirt with DIRECTV logo
• Identification badge
• Facial hair – neatness counts
• DIRECTV logo hats only


                                          8
         Appearance
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


                                            9
         Appearance
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


                                    10
          Attitude
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


                                                   11
        Professional Completion
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?”

                                                    12
         Exercise
Written Review
• Complete the multiple choice questions




                                           13
        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


                                                        14
Thank you!



             15