SESSION 1: The Complete AT&T Business Product Portfolio

AT&T offers a comprehensive portfolio of nine core business products designed to meet diverse customer needs:

Product	Abbreviation	What It Is	Key Features	Best For
AT&T Dedicated Internet	ADI	Dedicated symmetrical internet, 10 Mbps-1 Tbps	Ethernet/private line, managed router option, SDN enabled, 24/7 monitoring, BusinessCenter portal	Businesses needing guaranteed symmetrical bandwidth
AT&T Dedicated Internet with Voice Bundle	ADIVB	Integrated internet + VoIP package	Single contract, one invoice, IP Flexible Reach (unlimited local/on-net calling, 300 min offnet LD), managed router option	Businesses wanting internet + voice in one package
AT&T Business Voice	ABV	POTS replacement, one-box voice + utility lines	Analog phone/utility support, 24/7 monitoring, AT&T technician install, 24hr battery backup, wireless failover, Digital Phone Call Protect	Businesses with fax, fire alarms, elevators, security lines
AT&T Phone for Business Advanced	APBA VAB-1	Cellular/PSTN/MFVN communications device	Analog POTS replacement, alarm communication, legacy fax, elevator/paging lines, 24hr battery failover, LTE backup	Businesses with legacy analog infrastructure needing modernization
AT&T Office@Hand	O@H	Cloud-based IP business communication	Unlimited US calling, extensions, HD video conferencing, screen sharing, app integrations (Salesforce, Office 365), call recording, vanity/toll-free numbers	Businesses wanting unified communications across devices
AT&T Dynamic Defense	Dynamic Defense	Network security embedded in AT&T infrastructure	AT&T threat intelligence, 24/7/365 monitoring, same-day deployment, customizable security policies, no termination charges	Any business on ADI needing cybersecurity protection
AT&T Business Fiber	ABF	100% fiber broadband internet	Fastest speeds, symmetrical, no annual contract, no equipment fees for Wi-Fi, no data caps, voice and security add-ons	Small-medium businesses wanting fast reliable internet
AT&T Internet Air for Business	AIA	Fixed wireless internet over 5G/4G	No speed/data caps, no overage fees, self-setup, Premium option with 250GB Turbo data	Backup internet or areas without wired options
AT&T Wireless Broadband	AWB	Cellular broadband service	Unlimited data, fixed monthly rate, 5G/5G+ access, designed for POS/ATM/business-critical apps	Businesses needing cellular backup or on-the-go connectivity

CRITICAL: The FIRE ALARM Rule

SESSION 2: Critical Product Details

ADI Speed Tiers & Minimums

IMPORTANT: The MINIMUM sellable ADI speed is 10 Mbps, not 1.5 Mbps. This is a critical distinction from legacy copper offerings.

Managed vs Unmanaged Routers

Type	Wi-Fi Provision	Management	Customer Responsibility
Managed Router	NO Wi-Fi — Customer must provide their own	AT&T manages, monitors, updates	Just plug in and use
Unmanaged Router	NO Wi-Fi — Customer provides own router for Wi-Fi	Customer manages everything	Full control and customization

⚠️ CRITICAL: Neither managed nor unmanaged routers provide Wi-Fi. Customers MUST provision their own Wi-Fi solution if they want wireless connectivity.

Product-to-Service Line Mapping

When a customer mentions what they need, use this mapping to recommend the right product:

Service Line / Need	Recommended Product	Why
Fire Alarm	APBA (ONLY)	Fire alarm certification required — no alternatives
Fax Machine	APBA (preferred) or ABV	Analog support essential for legacy equipment
Elevator Control	APBA	Elevator systems require analog connectivity
Point of Sale (POS)	APBA or ADI	Reliability critical for retail operations
General Voice	ADIVB or O@H + ADI	Modern VoIP solution bundled or separate
Internet Only	ADI, ABF, or AIA	Choose by speed/reliability needs
Security (Network)	Dynamic Defense (add-on to ADI)	Advanced threat protection

Copper-to-Fiber Transition Messaging

Key talking points when addressing copper service concerns:

• "Copper is being phased out" — AT&T is retiring the legacy copper network in favor of modern fiber infrastructure
• "Act now for promotional rates" — Current promotional pricing is available to customers transitioning during this window
• "Future-proof your business" — Fiber is the infrastructure of the future; copper will become increasingly unreliable and costly
• "Avoid service disruption" — Proactive transition now prevents forced migration later when copper lines are decommissioned

O@H Licensing Model

Office@Hand uses a per-user licensing model: One license = one phone number that can ring on multiple devices (desk phone, mobile app, softphone). Each additional user requires an additional license.

ABF (Business Fiber) Key Differentiators

• 100% symmetrical fiber speeds
• No annual contract requirement
• No equipment fees for Wi-Fi capability
• No data caps
• Compatible with voice and security add-ons

📝 Day 1 Quiz

Test your knowledge of the AT&T Fiber product portfolio. Pass mark: 80% (16 out of 20 questions)

Start Day 1 Quiz

SESSION 1: Mastering Gatekeeper Communication

Objective: Present yourself as someone who belongs in the conversation, make their job easier, be confident/concise/non-salesy, give clear reason to help.

Remember: Gatekeepers block salespeople, not professionals who sound relevant and respectful.

The Right Approach

Technique	How to Use It	Example Script
Assumptive Tone	Speak as if the call is expected	"Hi, this is Jordan from Atlas. Is Maria available?"
Use Their Name	Creates rapport and cooperation	"Sarah, appreciate your help—can you connect me with John?"
Don't Sell to the Gatekeeper	Keep it short and neutral	"It's regarding a project with their department."

Advanced Gatekeeper Techniques

Technique	Example
Help Frame	"I'm hoping you can help me get to the person who oversees operations."
Pattern Interrupt	"Quick question—can you point me in the right direction? I don't want to waste your time."
Higher-Authority Tone	"Could you connect me with Mark? I'm following up from earlier."

Handling Gatekeeper Objections

Objection	Your Response
"What is this regarding?"	"It's about an initiative their team is involved in." / "It's a quick matter related to their department."
"Email them instead"	"Sure. Before I send it, what's the best way to make sure it actually reaches them—short emails or direct calls?"
"They're busy"	"I understand. When's the best time to reach them? I'll keep this brief."
"We're not interested"	"I appreciate that. This is actually time-sensitive regarding AT&T services. Can you get me 30 seconds with them?"

Build a Gatekeeper Profile: Track name, communication style, who they protect, best times to reach them. This intelligence pays dividends over time.

SESSION 2: Uncovering Customer Needs Through Discovery

Objective: Understand pain points and qualify fit for solutions.

Key Focus Areas

• Current infrastructure and services
• Bandwidth and speed requirements
• Business needs and growth plans
• Pain points and service gaps
• Budget and timeline for changes
• Decision-makers and influencers

Discovery Questions by Category

Category	Questions to Ask
Current Setup	"Describe your current service and its limitations. What's working well? What's frustrating?"
Pain Points	"What are your biggest challenges related to network performance, reliability, or cost?"
Future Needs	"What are your service requirements now, and how do you anticipate those changing in 1-3 years?"
Budget	"What is your budget for a network upgrade? Are you looking to reduce costs or invest in better service?"
Infrastructure Inventory	"What services do you currently have? Do you use alarms, fax, phones, internet, elevators, POS systems?"
Decision Authority	"Are you the decision-maker, or is there someone else involved in this type of decision?"

Mastering Active Listening

• Pay attention to verbal and nonverbal cues — Listen for frustration, enthusiasm, hesitation
• Add value to the call — Provide insights, not just questions
• Be professional and empathetic — Show genuine interest in solving their problems
• Summarize to confirm understanding — "What I'm hearing is that you need better uptime. Is that correct?"
• Build trust through consistency — Follow through on what you say you'll do
• Document everything — Write down specifics for accuracy and future reference

📝 Day 2 Quiz

Test your gatekeeper and discovery mastery. Pass mark: 80% (12 out of 15 questions)

Start Day 2 Quiz

SESSION 1: The SPIN Selling Framework

SPIN is a consultative selling approach that guides customers to understand their own needs and the value of your solution.

The Four SPIN Stages

Stage	Definition	Goal	Example Question
Situation	Understand the customer's current state	Establish facts about their business and current setup	"Tell me about your current phone setup and internet provider."
Problem	Identify their challenges and difficulties	Uncover pain points they experience today	"What challenges are you facing with downtime or call quality?"
Implication	Explore consequences of their problems	Help them recognize the business impact of inaction	"How does this downtime impact your operations and revenue?"
Need-Payoff	Help them envision the value of a solution	Build desire for a solution that solves their problems	"Would a solution that guarantees 99.9% uptime help your business?"

SPIN Questions by Product Category

SPIN Stage	Internet (ADI/ABF)	Voice (ABV/ADIVB/O@H)	Security (Dynamic Defense)
Situation	What speeds are you running? How many users?	How many phone lines do you have? What's your call volume?	What security tools are in place today?
Problem	Are you experiencing slow uploads or connectivity issues?	Do you have dropped calls or poor quality?	Are you concerned about data breaches or threats?
Implication	How does slow connectivity affect productivity?	What's the business impact of missed calls?	What would a breach cost your business?
Need-Payoff	Would reliable fiber with symmetrical speeds help?	Would crystal-clear voice improve satisfaction?	Would advanced encryption protect critical data?

SESSION 2: Building Compelling Proposals

Key Elements of a Strong Proposal

• Customized to their needs — Address their specific challenges, not a generic pitch
• Cost-benefit analysis — Show the Monthly Recurring Cost (MRC) vs. value delivered
• Specific problem-solution connection — Make explicit how the solution solves their stated problems
• Scalability statement — Show how the solution grows with their business
• Timeline and next steps — Clear path to implementation

Key Benefits & Talking Points

Benefit	Talking Point
Reliability	"Uptime guarantee — fiber doesn't degrade over distance like copper does. You get consistent performance."
Security	"Advanced encryption and network protection with Dynamic Defense. Your data stays secure 24/7/365."
Scalability	"Adapts to your future growth — scales from 10 Mbps to 1 Tbps as your business expands."
Speed	"Ultra-low latency for real-time applications. Symmetrical upload/download means all employees can work efficiently."
Simplicity	"Single contract, one invoice, one point of contact for support. No juggling multiple vendors."

Value Proposition Examples

• "Eliminate downtime and boost productivity with our ultra-reliable Dedicated Fiber connection."
• "Future-proof your business with a scalable solution that grows from 10 Mbps to 1 Gbps and beyond."
• "Enhance security and compliance with robust network protection built into your infrastructure."
• "Simplify your vendor relationships—one contract, one invoice, one team handling everything."

MRC (Monthly Recurring Cost) Positioning

• Present pricing clearly and confidently — Don't apologize for the cost
• Frame as an investment — Show ROI through improved productivity, reduced downtime, better security
• Reference their pain points — "You mentioned downtime costs you about $2,000 per hour. This solution prevents that."
• Compare to alternatives — "For this level of reliability, competitive solutions cost 30% more."
• Highlight what's included — "This includes 24/7 monitoring, technical support, and equipment."

SESSION 3: Call Flow Mastery

The complete call flow: Opener → Discovery → Value Presentation → Next Steps

Stage	Objective	Key Actions	Example Language
Opener	Build rapport, establish credibility	Introduce yourself, reference their business, state purpose	"Hi Jennifer, this is Sarah from AT&T. We work with retailers like yours to reduce downtime costs."
Discovery	Uncover needs, ask SPIN questions	Listen actively, take notes, ask follow-up questions	"Tell me about your current internet provider. How often do you experience outages?"
Value Presentation	Connect solution to their needs	Reference what they told you, show how ADI solves their problem	"Based on what you've told me, ADI with 24/7 monitoring would eliminate those outages."
Next Steps	Move toward decision	Propose a follow-up call, site survey, or decision timeline	"Let's get you a formal proposal by Friday. Does Tuesday work for a brief call to review?"

The Multi-Call Closer Sales Structure

Many deals require multiple touches before closing:

• Appointment Setter Call: Initial discovery, qualify opportunity, get commitment for closer call
• Closer Call #1: Deeper discovery, present comprehensive solution, build business case
• Closer Call #2 (if needed): Address remaining objections, negotiate terms, close deal
• Implementation Call: Confirm details, next steps, timeline

Closer Sales Call Opening Script

When you take over from the appointment setter:

"Hi [Name], this is [Your Name] from AT&T. Sarah reached out about improving your network reliability. I've reviewed what she discussed with you, and I wanted to dive deeper into your specific situation and show you exactly how we can eliminate those downtime issues. Do you have 15 minutes?"

SESSION 1: The Complete Objection Handbook

Master these approved responses to handle the most common objections. Use these exact frameworks.

Objection 1: "You are not AT&T. I only want to speak to them directly."

Approved Response A: "You're right, we are not AT&T. I'm with the AT&T Alliance Channel, a certified Solution Provider offering you personalized support. Everything we do, we do directly with AT&T. We're an added layer of expertise to make your transition smooth."

Approved Response B: "I completely understand. We're not AT&T, but we're a certified AT&T partner. Think of us like an AT&T specialist—we handle the details so AT&T's team focuses on bigger accounts. You get faster service and better support."

Objection 2: "I already have fiber."

Approved Response A: "We reached out because your account still shows no active fiber service. With your authorization, we can verify if your account has been migrated and what services are actually live."

Approved Response B: "That's great if you do. Let me verify that for you. I'm showing here that you still have an active account on the legacy copper network. Let's confirm what's actually active and make sure you're on the fastest service available."

Objection 3: "I'm not interested in switching."

Approved Response A: "I understand. Here's why I'm calling—AT&T is phasing out copper services. Copper is becoming obsolete and more costly to maintain, which may lead to further price increases. The transition to fiber now lets you lock in promotional rates."

Approved Response B: "I respect that. The reality is copper is no longer going to be working in the near future. By doing this transition now, you get a future-ready service while taking advantage of our promotional rates. Waiting means paying more later."

Objection 4: "If I lose internet/electricity, my phones will go down."

Approved Response A: "Great question. We have backup options that will keep your services up and running, even during outages. That's actually one of the big advantages of upgrading."

Approved Response B: "That's exactly why we recommend APBA with 24HR battery backup and LTE failover. Your phones stay up. Plus, with Office@Hand, you can answer on every device, even your personal cell phone. No downtime."

Objection 5: "I already have an AT&T representative."

Approved Response A: "I'm glad you have an assigned rep. We're not trying to replace them—we want to provide extra support to you and your rep. Think of us as additional bandwidth for your account."

Approved Response B: "That's excellent. My role is to handle the fiber transition specifically. After we get you set up and trained, you can continue working with your rep on everything else. We're here to make the transition seamless."

Objection 6: "I'm planning to switch providers."

Approved Response A: "I appreciate your honesty. What's the main reason you're looking to switch away from AT&T? What concerns have you had?"

Approved Response B: "Let me take a look into your account. I don't think you're taking advantage of our new fiber speeds, pricing, and packages. Many customers considering switching don't realize what's available to them now."

Objection 7: "I'm already in the process of switching."

Approved Response A: "I understand. Just to clarify, which service are you switching to?"

Approved Response B: "Can you help me understand what you're switching to and why? There may be options within AT&T that give you what you're looking for at a better rate."

Objection 8: "Don't have AT&T line/copper service."

Approved Response A: "I understand. Our records show an AT&T service at your location. Let me verify the details and confirm we have the right account."

Approved Response B: "That's possible. Even if you don't have AT&T now, this is actually a good time to discuss switching to us. We have aggressive pricing to bring you over from your current provider."

Objection 9: "Don't need/want fiber."

Approved Response A: "I hear you. The reality is copper is being retired. Even if you're happy now, copper's going away, so planning your transition now prevents service disruption."

Approved Response B: "Fiber is completely compatible with your current infrastructure. You won't see changes in how you operate—just better speed, reliability, and security. The infrastructure underneath just gets better."

Objection 10: "Is this mandatory?"

Approved Response A: "Not yet, but copper is being retired. The smart move is transitioning now while you have promotional pricing and avoid forced migration later."

Approved Response B: "Not immediately, but the timeline is firm. Copper services will be phased out. Starting the process now gives you control over timing and pricing instead of being forced to move later."

SESSION 2: LOA (Letter of Authorization) Handling

LOA is a standard AT&T requirement for any service change. Here's how to position it:

• Standard requirement: "The LOA is just AT&T's standard authorization form. We need it to verify you're authorized to make this change."
• Simple process: "You'll just sign a form confirming the change. It's quick—takes about 2 minutes."
• CPNI rules: "The only thing you need to know is that CPNI (Customer Proprietary Network Information) rules mean we can only change the company name on the account. We can't add unrelated services."
• What changes: "Basically, the LOA authorizes us to move your services from copper to fiber and update your account with any new services you're ordering."

SESSION 3: Closing Techniques

The Summary Close

"Let me make sure I have this right. You need better uptime for your POS systems. APBA gives you that with battery backup and LTE failover. You're ready to move forward—correct?"

The Trial Close

"If we could have this installed by next month with no downtime to your operations, would that work for you?"

The Alternative Choice Close

"Would you prefer the 100 Mbps or 250 Mbps ADI plan? Both have the same uptime guarantee."

The Urgency Close

"This promotional pricing is only good through [date]. If we don't get the order submitted this week, you'll be locked into standard rates. Should we move forward?"

Key Closing Principles

• Ask for the deal directly — Don't hint; ask clearly if they're ready to move forward
• Assume the positive — Use assumptive language that presumes they've decided "yes"
• Address remaining concerns — If they hesitate, ask "What would make you comfortable moving forward?"
• Provide a clear next step — "Here's what happens next: I'll send you the proposal by end of day. You review it overnight. We confirm numbers tomorrow morning. Deal?"

📝 Day 4 Quiz

Test your objection handling and closing mastery. Pass mark: 85% (17 out of 20 questions)

Start Day 4 Quiz

SESSION 1: Role-Play Practice Scenarios

These three scenarios prepare you for the most common customer situations. Practice each one until you can handle the objections smoothly.

Scenario A: "The Resistant Copper Customer"

Customer Background: Been on the same copper service for 15 years. Thinks fiber is a scam. Doesn't see why they should change. "If it's not broken, don't fix it."

Your Challenge: Break through their resistance, show the urgency of copper retirement, position fiber as evolution not replacement.

Key Objections You'll Face:

• "I'm happy with my current service"
• "Why would I pay more for the same service?"
• "I don't trust anything new"

Scenario B: "The Price-Conscious Retailer"

Customer Background: Small retail shop. Budget is tight. Every dollar matters. Already has competitors with better pricing elsewhere.

Your Challenge: Show ROI, demonstrate how reduced downtime pays for the upgrade, position value over price.

Key Objections You'll Face:

• "That's more than I'm paying now"
• "Can you do better on price?"
• "I need to comparison shop"

Scenario C: "The Tech-Savvy Office Manager"

Customer Background: Knows technology well. Has already researched fiber. Asking detailed technical questions. May be testing your knowledge.

Your Challenge: Answer technical questions accurately, show deep product knowledge, position AT&T's advantages, build credibility.

Key Questions You'll Face:

• "What's your actual uptime SLA?"
• "How does latency compare to [competitor]?"
• "What's the technical difference between managed and unmanaged routers?"

SESSION 2: Quality Assurance (QA) Scoring Framework

Use this scorecard to evaluate role-play performance. Maximum 100 points.

Category	Points	Criteria
Greeting & Control (5 pts)	0-5	Professional introduction, established rapport, assumed control of call flow
Discovery & Qualification (10 pts)	0-10	Asked discovery questions, listened actively, identified pain points, documented needs
Solution Positioning (20 pts)	0-20	Connected solution to customer needs, used SPIN framework, addressed multiple products appropriately
Pricing & Value Stack (20 pts)	0-20	Presented MRC confidently, showed ROI, justified value, positioned as investment
Objection Handling (20 pts)	0-20	Used approved responses, turned objections into opportunities, didn't get defensive
Product Knowledge (15 pts)	0-15	Accurate product details, knew APBA fire alarm rule, understood router differences, speed tiers
Closing & Next Steps (10 pts)	0-10	Asked for the deal, proposed clear next steps, got commitment or agreement to follow-up

Score Interpretation

Score Range	Result	Action
90-100	Excellent	Demonstrate this call as a model for team training
80-89	Good	Ready for live calling; continue developing in one or two areas
70-79	Fair	Needs additional coaching before live calling; shadow a top performer
Below 70	Needs Improvement	Requires significant additional training; practice more scenarios

SESSION 3: Final Certification Exam

50 Multiple Choice Questions | 60 Minute Time Limit | Pass Mark: 85% (43 out of 50)

This comprehensive exam covers all 5 days of training. You must pass to be certified as an AT&T Fiber Sales professional.

Start Final Certification Exam

SECTION 1: ADI — Managed vs Unmanaged Routers (Critical Knowledge)

Managed Router (AT&T Provided)

AT&T monitors and manages the router. If something fails, AT&T detects and resolves it. HOWEVER — managed routers do NOT provide Wi-Fi access. If the customer needs Wi-Fi, they must provide their own additional router.

Unmanaged Router (Customer Provided)

Customer provides and manages their own router. They get Wi-Fi. But if something goes wrong with the router, it's the customer's responsibility to fix — AT&T only monitors the line, not the router.

Key Question to Ask

"Will you need Wi-Fi access? If so, the unmanaged option lets you use your own router with Wi-Fi, or with managed, you'll need a separate Wi-Fi router."

ADI Speed Tiers

Minimum sellable is 10 Mbps (not 1.5 Mbps). Range: 10 Mbps to 1 Tbps. Most sales will be Ethernet unless customer specifically requests private line.

Billing Note

First 1-2 months may be prorated and higher than quoted rate. Always set this expectation with the customer upfront.

Standard Features Included

24/7/365 network monitoring, primary and secondary IP addresses, flexible billing arrangements.

SECTION 2: APBA — The Fire Alarm Rule (Non-Negotiable)

If a customer says FIRE ALARM → APBA is the ONLY solution. No exceptions.

Product-to-Service Line Mapping

Service/Line Type	Product to Use	Notes
Fire Alarm	APBA (only option)	Only product with fire alarm certification
Fax Machine	APBA (preferred)	Can work with ADIVB in some cases
Elevator Lines	APBA	Specialty data line
Point of Sale (POS)	APBA	Specialty data line
Security Gate/Call Box	APBA	Specialty data line
Voice Lines	ADIVB or O@H + ADI	Do NOT use APBA for voice
Voice + Fire Alarm (same customer)	ADI + APBA (no ADIVB)	Loop in Sahil for guidance

APBA Key Facts

• APBA as a Service (AES): monthly recurring charge only — no upfront equipment cost
• 24-hour battery backup built in (critical for fire alarms — keeps working during power outage)
• Can connect up to 6 lines per device
• Site survey needed for 5+ lines ($350)
• No installation costs
• Can use LTE or wired internet connection — wired preferred for reliability
• VAB-1 device with 24-hour battery backup, offered exclusively by AT&T
• If customer has more than voice + fire alarm, loop in Sahil to determine best solution

SECTION 3: Office@Hand — Licensing & Technical Requirements

Cloud-based phone service — works from any device (desk phone, tablet, mobile, PC)

Pricing

Per LICENSE, not per user. One license = one phone number that can ring on multiple devices.

Example: 3 licenses = 3 phone numbers, but can be used across 5+ devices

Admin Control

Admins can add/remove users without contacting AT&T.

VoIP Phones

Customers do NOT need to buy from AT&T. They can purchase compatible VoIP phones from any retailer (Amazon, eBay, etc.) BUT the phone must be on the AT&T CPE (Customer Premises Equipment) compatibility list.

Internet Requirement

Requires internet with QoS (Quality of Service) enabled. ADI has QoS built in. If customer uses non-AT&T internet, verify it supports QoS for voice priority.

Key Feature

One number for fax, SMS, video conferencing, and calls across all devices.

SECTION 4: Closer Sales Structure (Multi-Call Approach)

EXPECTATION: Most deals require multiple calls to close. First call = discovery and probing.

First Call Priorities

1. Identify the right contact (not just decision-maker — need person who knows what lines are used for, e.g., building department, office manager)
2. Additional discovery beyond what appointment setter gathered
3. Document every line and what it's used for
4. Determine if customer has special services (alarms, elevators, fax, POS)

Call Opening Script for Closers

"Hi, this is [Name] calling from FiberConnect on behalf of AT&T on a recorded line. You spoke with [Appointment Setter Name] who set up this appointment to discuss your phone lines. I'm looking to speak with [Contact Name] to continue that conversation."

Why This Matters: When your call sounds like a NEW call, it's harder to get information. Always reference the prior conversation.

Urgency Positioning

• "Your rates are subject to increase by the end of the year. We want to provide you with a solution that fits your business and prevents another rate increase."
• "Year over year, you've been calling in to negotiate when prices go up. This transition helps lock in promotional rates."

SECTION 5: Line Discovery & Documentation (Critical for Closers)

You MUST know what EVERY line is used for before proposing a solution.

AT&T does not track what customers use their lines for — only the customer knows.

Ask: "Can you walk me through each of your phone lines and what they're being used for?"

Document in CRM Notes Using This Format

If customer has 10+ lines, at minimum GROUP them: "3 voice lines, 2 fax lines, 1 fire alarm, 4 POS"

This documentation is ESSENTIAL for your order summary and solution proposal.

SECTION 6: LOA Process (Letter of Authorization)

LOA is REQUIRED before you can retrieve any account information from channel managers.

How to Send LOA

• Templates are pre-loaded in Zoho CRM under email templates (public templates)
• Hit "Send Email" on the lead → "Insert Template" → Select LOA template

CRITICAL: Only change the COMPANY NAME on the template. Do NOT change any other wording, even if grammar seems incorrect — this is the AT&T-approved format.

CPNI Rule

If CPNI was NOT read to the customer, REMOVE the section that shows account number and MRC before sending. This protects sensitive account information.

LOA must be signed/responded to before you can share pricing details with the customer.

SECTION 7: CRM Best Practices for Closers

Best Practice	Details
Start each day from HOME TAB in Zoho	Shows all prioritized tasks, calls, and meetings for the day
Create a task/meeting/call for EVERY follow-up	No call should exist without a next action unless contract is signed
Note-taking format	List each line number + its purpose. Include contact names, best times to reach, and special circumstances
After contract signature	Everything is sent to the customer's email AND copied to your email for follow-up tracking

CRM Pipeline Stages

Discovery → Solution Proposed → LOA Signed → Contract Sent → Signed → Installation Scheduled

📝 Closer Training Quiz

Test your knowledge of closer-specific processes and product details. Pass mark: 80% (12 out of 15 questions)

Start Closer Training Quiz

Product Portfolio at a Glance

Product	Abbr.	Best For	Key Differentiator
AT&T Dedicated Internet	ADI	Guaranteed bandwidth	10 Mbps-1 Tbps, dedicated, symmetrical
ADI + Voice Bundle	ADIVB	Internet + voice together	Single contract, IP Flexible Reach
Business Voice	ABV	POTS replacement	24hr battery, wireless failover
Phone for Business Advanced	APBA	Legacy analog (FIRE ALARMS!)	Fire alarm certified, 24hr battery
Office@Hand	O@H	Unified communications	Cloud-based, multi-device, unlimited US calling
Dynamic Defense	DD	Network security	24/7 monitoring, threat intelligence
Business Fiber	ABF	Speed + simplicity	100% fiber, no contract, no caps
Internet Air	AIA	Backup/wireless	Fixed wireless 5G, no data caps
Wireless Broadband	AWB	Cellular backup	Unlimited data, fixed rate

Product-to-Service Line Mapping

Customer Need	Recommended Product
Fire Alarm System	APBA (ONLY OPTION)
Fax Machine	APBA (preferred) or ABV
Elevator System	APBA
Point of Sale	APBA or ADI
Voice Lines	ADIVB or O@H
Internet Only	ADI, ABF, or AIA
Network Security	Dynamic Defense (add-on to ADI)

Top 5 Objection Quick Responses

Objection	Quick Response
"Not AT&T"	"We're certified AT&T Alliance Partners. You get personalized support plus AT&T's network."
"Already have fiber"	"Your account still shows copper active. Let me verify what you actually have running."
"Not interested"	"Copper's being phased out. Now is the time to transition while promotional rates are available."
"Phones go down if internet fails"	"That's why we recommend APBA with 24hr battery backup and LTE failover—your phones stay up."
"Already have an AT&T rep"	"Great! We're not replacing them—we're handling your fiber transition so they focus on other priorities."

Closing Techniques Quick Reference

• Summary Close: "So you need uptime guarantee. APBA gives you that. Ready to move forward?"
• Trial Close: "If we could install this by next month with zero downtime, would that work?"
• Alternative Choice: "Which appeals to you more—the 100 Mbps or 250 Mbps option?"
• Urgency Close: "This rate locks in only through [date]. Move forward this week?"

Critical Product Rules

• FIRE ALARM = APBA: No exceptions, no substitutes. APBA is the only fire alarm certified product.
• ADI Minimum Speed: 10 Mbps (not 1.5 Mbps). Never quote lower.
• Managed Routers: Do NOT provide Wi-Fi. Customers must supply their own.
• O@H Licensing: Per-user model. One license = one phone number ringing on multiple devices.
• Copper Retirement: Phasing out. Position fiber as evolution, not replacement.
• CPNI Rules: LOA can only change company name. No unrelated service additions allowed.

SPIN Selling Quick Framework

Situation → "Tell me about your current setup."

Problem → "What challenges are you facing?"

Implication → "How does that impact your business?"

Need-Payoff → "Would a solution that fixes this help you?"

⚠️ TRAINER USE ONLY

This answer key is confidential. Use it only for grading quizzes and evaluating agent knowledge. Do not share with agents before they take quizzes.

Day 1: Product Knowledge Quiz — Answer Key

Q#	Correct Answer
1	B) APBA is the only product with fire alarm certification
2	B) 10 Mbps
3	B) Managed routers do NOT provide Wi-Fi
4	C) Ethernet/private line with managed router option
5	B) O@H — unlimited US calling, HD video
6	C) ADI — dedicated internet, 10 Mbps-1 Tbps
7	A) Copper is being phased out; fiber is the future
8	B) Per-user licensing
9	C) 24hr battery backup and LTE failover
10	A) Dynamic Defense
11	A) 100% symmetrical fiber, no contract, no data caps
12	B) Fixed wireless 5G, no data/speed caps
13	B) APBA and ABV
14	C) ADIVB
15	A) Avoid service disruption; fiber is more reliable
16	C) One license = one number on multiple devices
17	B) APBA VAB-1
18	A) Never—managed and unmanaged both lack Wi-Fi
19	C) ADI at 1 Tbps (maximum on the platform)
20	B) All of the above meet different customer needs

Day 2: Discovery & Gatekeeper Quiz — Answer Key

Q#	Correct Answer
1	A) Assumptive tone—speak as if the call is expected
2	C) "It's regarding a project with their department"
3	B) Ask for their name and use it to build rapport
4	A) "I'm hoping you can help me get to..."
5	B) Pattern interrupt—acknowledge you don't want to waste their time
6	C) Understand current infrastructure and pain points
7	A) "What are your biggest challenges related to network performance?"
8	B) "What are your service requirements now and in 1-3 years?"
9	C) Pay attention, add value, be empathetic, summarize to confirm
10	A) Document every line item and what it's used for
11	B) Ask "Are you the decision-maker, or is there someone else involved?"
12	C) Identify both pain points and budget authority
13	B) Follow up within 24 hours with specific recommendations
14	A) Copy relevant details into CRM within the day of discovery call
15	C) Summarize what you learned and confirm understanding

Day 4: Objection Handling Quiz — Answer Key

Q#	Correct Answer
1	B) "We're AT&T Alliance Partners offering personalized support"
2	A) "Your account still shows copper active—let me verify"
3	B) "Copper is being phased out—transition now for promotional rates"
4	B) APBA with 24hr battery and LTE failover + O@H multi-device
5	A) "We're not replacing your rep—we're providing extra support"
6	A) Ask what provider they're considering and why
7	B) "Ask for the reference number and compare offerings"
8	A) "Our records show AT&T service at your location—let me verify"
9	A) "Copper is being retired—planning now prevents disruption"
10	A) "Not yet, but copper is being phased out—act now"
11	B) Standard AT&T requirement; explain CPNI rules apply
12	C) Summary Close—recap needs and ask for confirmation
13	B) Trial Close—propose timeline and ask if it works
14	C) Alternative Choice Close—offer two product options
15	A) Ask what would make them comfortable moving forward
16	B) Present MRC confidently and frame as investment in reliability
17	C) Reference their stated pain points ("This prevents the downtime...")
18	A) Document everything accurately and follow up same day
19	B) Use their language and pain points to show value
20	C) "Are you ready to move forward?" or similar direct ask

Day 5: Final Certification Exam Answer Key

See grading results in agent records. All 50 questions' answers automatically verified in the system.

Closer Training Supplement Quiz — Answer Key

15 Questions — Pass Mark: 80% (12/15)

Q#	Correct Answer	Explanation
1	B) Managed routers do NOT provide Wi-Fi	Customer must provide their own Wi-Fi router if needed.
2	C) Customer gets Wi-Fi access and full control	Unmanaged routers give the customer Wi-Fi access and full control over the device.
3	B) 10 Mbps	The minimum sellable ADI speed tier is 10 Mbps, not 1.5 Mbps.
4	B) APBA (only product with fire alarm certification)	APBA is the ONLY product with fire alarm certification. Non-negotiable.
5	C) Fire alarm, POS, and elevator lines	APBA is used for specialty services. Do NOT use APBA for voice.
6	B) Up to 6 lines (site survey needed for 5+)	APBA can connect up to 6 lines per device. Site survey ($350) needed for 5+.
7	B) Per license — one phone number on multiple devices	Office@Hand is priced per license, not per user.
8	B) Buy from any retailer, must be on AT&T CPE list	VoIP phones can be purchased anywhere but must be compatible.
9	B) Prioritizes voice traffic over other internet traffic	QoS ensures call quality over other internet usage.
10	B) Reference the appointment setter by name	Maintains conversation continuity and builds credibility.
11	B) Document every line and its purpose	Essential before proposing any solution.
12	B) Rate increases as urgency driver	"Your rates are subject to increase by year-end. Lock in promotional rates now."
13	B) Only change the company name	Do NOT change any other wording — it's the AT&T-approved format.
14	B) If CPNI was NOT read to the customer	Remove account number and MRC to protect sensitive data.
15	B) Go to HOME TAB in Zoho	Start from your HOME TAB to see all prioritized tasks, calls, and meetings.

Certification Passing Criteria

Quiz/Exam	Pass Mark	Percentage Required
Day 1 Product Knowledge	16/20	80%
Day 2 Discovery & Gatekeeper	12/15	80%
Day 4 Objection Handling	17/20	85%
Day 5 Final Certification	43/50	86%
Closer Training Supplement	12/15	80%

Trainer Notes: This answer key is confidential and should not be shared with agents before or after training. Use only for grading and evaluating agent performance. Monitor scores in the Google Sheets integration to track overall training effectiveness and identify areas for additional coaching.