© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

Project SPARTA

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

2

Why Choose AT&T?

- It must be our unique operating systems!- It must be our network because we’re the only ones launching

LTE!- Maybe its because we are listed under “A” in the yellow pages!

Wait, what are the yellow pages???

JD POWER SAYS ITS THE IN-STORE CUSTOMER EXPERIENCE.

We know we are only “good” and that there is a lot of work to do

if we are truly going to be great!

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

What Are the Behaviors and How Do We Know What Right Looks Like? Are We Aligned?

3

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

4

The 5 Key Behaviors- Welcome Customers to the store with a warm, friendly and

genuine greeting.- Use the customer’s name whenever possible.- Give customers your undivided attention.- Maintain a positive attitude with every customer.- Walk customers to the door, thank them, and give a warm,

friendly goodbye.These are great! But what are the “degrees of right”?We have 89 managers managing 5 key behaviors 445

different ways.

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

5

5 Key RYG Matrix

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

Why Project SPARTA?

6

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

7

Is This The Beginning Of The End???

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

8

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

9

RESULTS MATTER! And There’s More Than One Approach!

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

10

The Concept is 3000 yrs Old….

In all fighting, the direct method may be used for joining battle, but indirect methods will be needed in order to secure victory.

Indirect tactics, efficiently applied, are inexhaustible as heaven and earth, unending as the flow of rivers and streams; like the sun and the moon, they end but to begin anew; like the four seasons, they pass away to return once more.

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

11

Stick With Me…..

There are not more than 5 musical notes, yet the combination of these 5 give rise to more melodies than can ever be heard.

There are not more than 5 primary colors (blue, yellow, red, white, black) yet in combination create more hues than can ever be seen.

There are not more than 5 cardinal tastes (sour, acrid, salt, sweet, bitter), yet combinations of them yield more flavors than can ever be tasted.

There are not more than 5 key behaviors, yet when used in combination they will yield better sales results than we have ever seen!

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

12

What Do The Stats Say?

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

13

National Top 10 NRS By Cluster

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

14

EPA Top 15 NRS Locations

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

15

DCB Top 15 NRS Locations

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

16

Don’t We Have Retail Technology For That?

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

17

Remember When And Why?The whiteboard was implemented about 7 years ago when the

DSR was new and access was limited. This is when we first started measuring “metrics”.

- Blackberry (or blueberry) 7280 was the hot “data device”- EDGE technology was all the rage.- Nokia 5160’s were flying off the shelf.- Lithium ion batteries were an R&D project.

Is the whiteboard for the managers and sellers? OR IS IT TO MAKE US FEEL GOOD?

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

18

Sorry Buddy, You’re Going Down…

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

19

Where Are We Today?

- We have a Dashboard app available for android and iOS. This can be loaded on seller / mgr handsets

- We have android VPN forthcoming giving full access to PDTS and the Sales Dashboard.

- We have dashboard access at every terminal.- We manually report numbers 4 times a day

For some reason we still have managers drawing on a whiteboard with different color markers! Really?

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

20

The Key Initiatives Board

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

21

Introducing…. THE SPARTA BOARD!

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

22

5 Key RYG Matrix

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

23

Why Are We The Furthest Away From The Technology That We Sell????

How Else Can Tablets Help In Retail?- Skype App or Tango app to video conference / chat. Oh, we can

demo this to customers too! - IPOG available on android tablets. Improve compliance / sales

metrics / customer experience.- Going green! Paper observation forms on a clipboard?

Really???- When VPN is available on android we are completely mobile!

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

24

Don’t Let Steps One and Two Stop Us From Rethinking Possible!

© 2010 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property and/or AT&T affiliated companies. All other marks contained herein are the property of their respective owners.

So what do we do? Anything. Something. So long as we just don’t sit there. If we

screw it up, start over. Try something else. If we wait until we’ve satisfied all the uncertainties, it may be too late.

Lee Iacocca