The DIRECTV Sales Training Manual provides comprehensive guidance for sales representatives on product knowledge, sales techniques, customer engagement strategies, and service offerings. This manual covers essential information to help sales teams effectively promote DIRECTV services, handle customer objections, and maximize sales performance across residential and commercial markets.
DIRECTV offers a comprehensive range of television and entertainment services including satellite TV, streaming options, premium channels, and bundled packages.
| Service Type | Description |
|---|---|
| Satellite TV | High-definition programming with nationwide coverage |
| DIRECTV STREAM | Cloud-based streaming service with live TV and on-demand content |
| Premium Channels | HBO, Showtime, Starz, Cinemax and specialty sports packages |
| International Programming | Content in multiple languages for diverse audiences |
| Bundled Services | Combined TV, internet, and phone packages |
| Commercial Solutions | Business-specific packages for restaurants, bars, and offices |
| 4K Ultra HD | Premium picture quality with compatible equipment |
| GENIE System | Whole-home DVR and HD streaming capabilities |
| Mobile Apps | DIRECTV app for streaming on smartphones and tablets |
| On Demand | Extensive library of movies and TV shows |
Effective sales techniques and customer engagement strategies for DIRECTV services.
IMPORTANT! Always maintain ethical sales practices and provide accurate information about terms and conditions.
Building rapport and establishing trust with potential customers.
TIP: Use open-ended questions to uncover customer pain points and entertainment needs.
Understanding DIRECTV's position in the market compared to key competitors.
Key Advantages: Nationwide satellite coverage, exclusive sports content (NFL SUNDAY TICKET), superior picture quality, whole-home DVR capability, established reliability record.
Comparison Points: Channel lineup diversity, pricing structure, contract terms, equipment quality, customer service ratings, installation process, additional features and integrations.
Professional installation procedures and customer preparation guidelines.
Note: Most installations completed within 2-4 hours by certified technicians.
Current package structures, promotional pricing, and long-term value.
WARNING! Always disclose contract terms and potential price increases after promotional period.
Standard procedures for handling customer inquiries and service issues.
Legal and regulatory requirements for DIRECTV sales representatives.
FTC Regulations: Truth in advertising, proper disclosure of terms and conditions. Do Not Call List compliance for telemarketing. State-specific licensing requirements where applicable. Privacy protection for customer information. Contract disclosure requirements and cancellation policies.
Key performance indicators and sales targets for DIRECTV representatives.
| Metric | Target | Measurement Period |
|---|---|---|
| New Activations | 15-25 per month | Monthly |
| Customer Satisfaction | 90% or higher | Quarterly |
| Retention Rate | 85% minimum | Annual |
| Upsell Ratio | 30% of sales | Monthly |
| Referral Generation | 5 per month | Monthly |
Bonus Structure: Performance-based incentives for exceeding targets.
| Customer Concern | Common Causes | Resolution Steps |
|---|---|---|
| Signal loss during weather | Heavy rain/snow | Explain temporary nature; signal typically returns within minutes |
| Picture quality issues | Connection problems | Check HDMI connections; verify TV input settings |
| Billing questions | Promotional period ending | Review bill details; explain standard pricing after promotion |
| Equipment malfunctions | Power issues | Guide through reboot process; schedule service if needed |
| Channel availability | Package limitations | Verify package includes requested channels; discuss upgrade options |
Support Contacts: Technical Support 1-800-531-5000; Sales Support 1-888-777-8784
Online Resources: directv.com/help; DIRECTV Community Forums