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Professional Attitude and Appearance

Professional Attitude and Appearance. Introduction. This module discusses the importance of professional appearance and attitude while installing a DIRECTV System. Objectives. Upon completing this module, you should be able to:

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Professional Attitude and Appearance

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  1. Professional Attitude and Appearance

  2. Introduction This 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 success • List four DIRECTV uniform requirements • Demonstrate a professional attitude and appearance while on the job • List five attributes of a professional technician

  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

  5. Attitude and Appearance VIDEO http://satinstalltraining.com

  6. Video Review

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

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

  9. 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

  10. 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

  11. 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

  12. 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?”

  13. Exercise Written Review • Complete the multiple choice questions

  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

  15. Thank you!

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