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AT&T Study Guide Exam Questions with Correct Answers
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AT&T Study Guide Exam Questions with Correct Answers
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AT&T Study Guide Exam Questions with Verified Answers5 key behaviors - Answer--Warm welcome
-Undivided attention
-Use customers name
- I can help you with that - Appreciate
What is culture - Answer-Lead, coach, and inspire
What is the DNA - Answer-Gratitude, Compassion, and Faith
What does WTR stand for - Answer-Willingness to recommend
6 steps to the AT&T Promise - Answer-- Warmly welcome - Uncover needs
- Personalize solutions
- Gain agreement
- Throughly educate
- Sincerely thank
What is a vendor deposit - Answer-Activation Deposit
What do you process using TIO? - Answer-Cash bill pays (wireless and wireline)
What system do we use to take a TIO bill payment - Answer-RQ4
True or False: Benefits kick in after 90 days? - Answer-True
What are the four AT&T advantages - Answer-- Nations best data network
- Great value
- Some of the best devices and most innovative solutions
- AT&T ranks highest
What does ACE stand for? - Answer-AT&T Customer Experience
What are the questions the customer is asked regarding the ACE survey? - Answer-- Rep satisfaction
- WTR
- Wait time
- Comment section
What is the minimal WTR goal for all locations? - Answer-81% How long after the customer leaves the store are they contracted with the ACE survey? - Answer-24 hours
How much time does the customer have to take the "ACE" survey before it expires? - Answer-72 hours
What are all the documents needed for a return/exchange? - Answer-- Receipt
- Original packaging
- all original contents in box
What is the accessory BRE policy? - Answer-14 day return policy and $45 re stocking fee
What are the four types of Strategic Devices? - Answer-- Wearables
- Tables
- Hotspots
- Wireless home phone
How much is a tablet per month on a Mobile Share Advantage Plan? - Answer-$10
How much is a dim-if hotspot per month on a Mobile Share Advantage Plan? - Answer-
$20
Fully explain Wireless Home Phone - Answer-It's a low cost home solution with unlimited calling. All features included at $20.00/ month
What are the restrictions regarding wireless home phone? - Answer-- Only 2 ports - can't use with alarm system
What are the three types of device protection - Answer-- Mobile insurance
- Mobile protection pack
- Multi Mobile Protection Pack
What is Protech Support? - Answer-24/7 support, any tech issue a customer can be helped with, has remote access, and helps with initial set up on device.
Where can the rate plan, value and protection calculators be found? - Answer-MYMST
Fully explain the Unlimited Plus Rate Plan - Answer-Speeds up to 4 g let, hot spots 10g per line, $25.00 discount for home services, and unlimited everything
What are the two benefits of the Unlimited Choice Rate Plan? - Answer-Flexibility and competitive pricing
What are two services/programs that can boost WTR? - Answer--Plenty
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