After the phone, data plan and accessories, phone protection is usually the last thing on a sales associate’s mind. Here are just a few of the ways I worked to change that.

AT&T Device Protection Playbook

Offering device protection takes practice, so I gave reps a simple 1-page leave behind that they could refer to when they got stuck. I then included these tips as part of a larger device protection playbook to be used in new hire training.

Associate Recognition Album Covers

To recognize high-performing sales reps, I decided to write copy for multiple genres of album covers, including rock, hip-hop and country. Within each genre, there were 4-5 different cover art options so the winning reps had more choices to pick from. Each cover included the product name, copy that related to the genre, and a place to personalize the album cover with the sales rep’s name.

Verizon Interactive Wheel

The good news was that we added a ton of new benefits to our Verizon protection plan in the past few years. The bad news? Most customers had no idea. To help store reps communicate easily communicate the benefits, I created an interactive wheel with conversation starters tailored to the last time a customer interacted with the program.

AT&T New Hire Training Video

In addition to the printed playbook for new hires, we were asked to create a brief video outlining the basics of the protection plan and how to offer. Through a combination of on-screen talent and motion graphics, we were able to deliver an informative and engaging training video that was shared across all levels of AT&T.