Lightning Round: TOPHAT Practice

1. SalesGym Lightning Round: TOPHAT Practice Coaching Series

2. Lightning Round Practice Exercise Setup: • Let’s imagine we’re on the phone with a customer that had a fairly simple billing problem you’ve just solved • In the conversation we learned they have cable internet and cable TV with Comcast • This customer seems fairly friendly and not in a big rush to get off the phone • You are right at the point where you’ve solved the problem and the customer has thanked you • This is exactly where TOPHAT comes in .... Practice Setup

3. Lightning Round Our Specific Challenge • We will be practicing using the T-O steps of TOPHAT to get the offer process started (TOPHAT) with DIRECTV / AT&T TV • The problem we’ll all focus on is “concerns about costs with data when streaming” • Our goal is to explain a very realistic concern that other AT&T customers have about data charges when streaming to their mobile devices • We are going to ask a FANTASTIC open-ended question after the Transition Problem Statement The Challenge

4. TOPHAT Practice The “T” in TOPHAT stands for “Transition Problem Statement” The “O” in TOPHAT stands for “Open-Ended Question” Best Practices Review Use customer-oriented phrasing to set up what other AT&T customers are experiencing Use that open-ended question to focus on a possible problem the customer may have A friendly and helpful voice tone is important

5. Practice Rules

6. TOPHAT Process T Transition Problem Statement: One of the things we’re hearing from our customers all the time is…. Open-Ended Question: What kind of issues have you experienced when… T O P O H A T

7. Practice Debrief What did we notice that was effective from all of the examples we just heard? What’s the most important thing you’ll focus on in round 2 to make your 2nd demonstration even better?