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. VIDEO
Attitude
and
Appearance

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! 