Virtual New Hire Day 9 Outline

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Leslie Boone
6 years ago
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1 Virtual New Hire Day 9 Outline This outline will take you through both the AM and PM call of Day 9 Virtual New Hire. Here are a few items of importance: RED will call out any questions that are asked - both in poll pods and overhead to the class BLUE will call out any activities that need to be set up ORANGE will signify a Breakout Room Activity PURPLE will call out all AC9 room tasks such as poll pods, layout changes, etc. AM Session (90 minutes) Layout 1 Opening and Introduction: 5 minutes Slide 2 Review Agenda Global Services: 10 minutes Say: Raise your hand if you have ever traveled abroad and taken your wireless device with you. - Call on one or two participants to come off mute to answer the following questions: ASK: Where did you travel? ASK: What was your experience traveling with your phone? Transition: Like many of you, our customers travel the world. When they travel, they have many needs when it comes to their wireless service. It s up to us to use our ETR skills to understand what Global Services will work best for our customers. Let s start uncovering information about our Global Services. Slide 3 Global Services - Have participant come off of mute to read each of the different bullet points. - Point out how VZW has won many awards for our global travel programs. Transition: As you can see, we offer our customers the ability to take and use their wireless devices in over 205 countries. However, each one of these countries has their own roaming fees

2 associated with travel. That is why it is incredibly important to utilize our resources at all times when giving customers information about their Global destinations. Our best resources for this are the Trip Planner and Global and International Wizard. Slide 4 Trip Planner and Global and International Wizard: 30 minutes - We have two amazing tools to aid our customers with their Global and/or International needs. Both of these resources are simple and quick tool to use to answer customers questions regarding price, device compatibility, and how to utilize their device when abroad. They are must use resources when it comes to giving customers this information. Layout 2 - Share screen to show how to access both Trip Planner and Global and International Wizard. Call outs include: o Trip Planner is a tool to use via Insider s Guide or vzw.com with the customer. o How to select Global or International service o How to select Country/Cruise Ships o What all can be found in resource o That you can (both tools) and remark accounts (GIW) with tool - Afterwards, stop sharing and have new hires pull up Trip Planner specifically. Have participants change status ICON to the Green Check Mark to signify that resource is up on their computer. Layout 3 Activity: Now that you have the Trip Planner up, you will use the tool to answer the following questions regarding Liam s upcoming trip. Trainer Note: Have participant come off mute to read each question. Take each question at a time. Activity should take a total of 10 minutes. 1. Liam is excited to be traveling throughout Europe in a few weeks. He will be starting in the U.K. and wants to ensure he can make phone calls to his family at home. What is the cost per minute w/out the value plan in London, England? $1.29 per min 2. Liam knows that due to the time difference, he will need to communicate via text messages to some friends and family. How much is it per text message sent and received when he visits his next stop Spain?.50 to send/.05 to receive 3. Liam s next stops will be Italy and France. These are two destinations that he knows he ll want to share pictures on Facebook. True or False, Liam can take advantage of the 100MB Global Data Plan in both countries? True

3 4. Liam has a question regarding how he to call home from his final stop, Greece. Use the Trip Planner to walk Liam through this process. (Trainer Note: Allow participants to answer the question via the poll pod. Select one or two participants to come off mute and demo how to answer Liam s question. Things to pull out is the dialing instructions and that they can send this information to Liam via ) 5. Liam is more excited than ever for his trip now. His only remaining question is will his new Samsung S5 work in all of these countries. How will you explain to him his phones capabilities? (Trainer Note: Allow participants to answer the question via the poll pod. Select one or two participants to come off mute and demo how to answer Liam s question. Things to pull out is that his Samsung S5 is global capable, we just need to ensure his device has the required features.) Transition: It is extremely important that we use our resources when speaking to customers about their Global and International needs. While you may spend more time aiding consumer customers when it comes to Global travel, many of the business customers you ll assist may also benefit from our great Global Service. In fact, we have many great programs available for our Business customers including special plans and promotions. Let s take a look at the different types of Business customers you will assist and the plans available to them. Layout 1 Slide 5 - Review the 4 types of Business Segments: 10 minutes - ASK: Can I get a volunteer to raise their hand and come off mute to tell me what type of business would fall into (Cover all four Business Segments). o For example, with Mobile Professional they may call out Realtor, In-home nurse, tennis instructor, etc. - Review the 4 Areas of Focus. - ASK: Using the main chat pod, how can VZW help companies (Cover all four areas of focus) o For example, VZW can help business customers manage cost with our MORE Everything plans! Transition: Now that we know the types of businesses we will be assisting let s take a look at the unique plans available to them. Slide 6 Say: We have four plans that our business customers can take advantage of. ASK: Who will raise their hand to come off mute to read the four bullet points?

4 Say: In order to get more comfortable with these four business plans, we will be utilizing our Breakout Rooms to complete the following activity. Slide 7 Breakout Room Activity: Cover how Breakout Rooms work with room and audio bridge. Go over directions. They will be given 10 minutes. Breakout Room Debrief: We will collect your responses to this activity and post to yammer within an hour (12:30pm MST/11:30 PST) of our call being completed. You will utilize these answers to work on one of your daily activities. Transition: Knowing our Business Plans is important when dealing with business customers, another important aspect of dealing with Business customers is Earning the Right with them. We are going to take a few minutes to discuss how we can adapt ETR when dealing with business customers. Slide 8 Say: We are going to use the same model with our business customers that we use with our consumer customers. The same ideas and concepts will apply; however, we may need to change each portion of ETR in order to truly meet our Business customers needs and wants. Let s brain storm together some of the ways we can adapt ETR. Layout 4 Say: Each of the following questions is designed for us to think of how we can adapt ETR to our business customers. Let s focus on each component of ETR at a time starting with Connect. (15 minutes) 1. How would we adapt Connect for a business customer? a. Ideas to pull out are going to be: Be sensitive to time; we need to learn who their company is and what type of business they have; what are their goals as a company; business drivers sales, operations, marketing, etc. 2. How would we adapt Discover for a business customer? a. Ideas to pull out. Focusing on the company as a whole, not just one person; finding out about all the employee s daily tasks/responsibilities; how we can become a partner for them; how their competition is using technology; open ended questions. 3. How would we adapt Recommend for a business customer? a. Ideas to pull out. Large recommendation based on size of company; having a total solution for the entire company; take each solution one at a time to not overload the business. 4. How would we adapt Close for a business customer?

5 a. Ideas to pull out. The close won t be done in just a day, it could take several weeks; possibly more back and forth around solution needed. Transition: While you may not see Business interactions every day, it is important to understand it is our job to look for these opportunities to help grow our business. In fact, every customer you aid may be a prospective business customer. If you get the chance today to observe a Business interaction, we strongly suggest you take it and report back to your peers via yammer what you observed. For now, we are going to take a look at our daily activities Layout 2 Go over daily activities (To find a complete list of daily activities click here: Link will be posted here) Wrap up Class PM Session (45 minutes) Layout 1 Opening and Introduction: 5 minutes Slide 10 Review Agenda Layout 5 Activity: Recalling from your daily activities, answer the following questions. You will be given a total of 5 minutes. (Trainer Note: You can do one at a time or all five at once). 1. What is the monthly cost for the Global Roam Voice Plan? ($4.99) 2. Customers receive how much data on the $25 Global Data Plan? (100 MB) 3. What is the monthly cost for the International Long Distance Value Plan? (Select all that apply). ($5.00 per month/free with MORE Everything) 4. How much is the overage rate on the Global Data Plan? ($25 for 100 MB) 5. What feature MUST be added to the account in order for customers to use their device both Globally and International calls? (I-Dial) Layout 1 Transition: These Global plans allow our customers to take advantage of special pricings when traveling abroad. Another type of discount we offer our Business Customers specifically is our Major Account Agreement.

6 Slide 11 (10 mins) - Have participants come off mute to read each bullet point regarding MAA. - Trainer Call Out: MAA can be found via Info Manger or ICONIC at completion of 5 or more lines of service on Business Account needs Tax ID # to qualify. Trainer can cover R2B handoff if time permits. Transition: Major Account Agreements allow Business customers to take advantage of a monthly discount when they have more than five lines. These lines can be made up of both phones and some of our internet capable devices. These internet devices along with a few others make up our Home and Internet Solutions. Slide 12 ASK: What were some of the Home and Internet Solutions you learned about today? -Call on one or two participants to come off mute and answer the question. Alternative would be using the chat pod to have them answer and then calling on a few to come off mute. Layout 6 Activity: (15 mins) Understanding our Home and Internet solutions will aid you matching the right product/service to our customers. In this activity, we have three different scenarios. We will read the scenarios and then match the appropriate Home and Internet Solution to the customer. Make sure to tell me in your answer, why you ve chosen that solution. - Have participants come off mute to read each scenario and question. - Have them answer the poll pods. - Debrief by calling on a few participants per scenario to share their answers. Transition: Our Home and Internet Solutions are another way for us to help GROW our business, which aids us in growing our Shareholder Value. Shareholder Value is something that we all need to help drive. Layout 1 Slide 13 - To facilitate following discussion around Shareholder Value you can call on participants to raise hand or utilize main chat pod. Here are some example questions you can use when discussing Shareholder Value (5 minutes): o What does Shareholder Value Mean? o How can you contribute to building shareholder value? o Whose job is it to deliver shareholder value?

7 o What are some of the KPIs/specific products we focus on that will help drive shareholder value? o Why is Shareholder Value important? Wrap up and close out Day 9!

8 Appendix A: Breakout rooms Set the Breakout Rooms as follows: Breakout Room 1:

9 Breakout Room 2:

10 Breakout Room 3:

11 Breakout Room 4: **If more Breakout Rooms are required due to size of class, simply make duplicates of the above rooms.

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Getting Started Right Dial: pin # Getting Started Right 2016 www.paycationoneteamonedream.com Dial: 712-432-1500 pin 330826# Why Did You Join Paycation Travel? Reason #1: Save on Travel Action Steps: Complete the Certified Travel Agent