My ATT Zone, CYK wk2- Premier CLG

What system do you launch BIBA?

• OPUS

• RIO

• CRM

• Telegence

How long are the Billing images in BIBA retained?

• 5 years

• 10 years

• 3 years

• 7 years

Which app can customers view their account and billing details?

• Directv

• myATT app

• U-Verse TV

• U-Verse kids

This tab in BIBA will allow you to cancel items which have not appeared on the bill yet (e.g. PPV / VOD ...)

• Adjustment tab

• RIO tab

• cancelled tab

• Pre-billed charges

Billy was charged for a late fee. You want to give him an adjustment for the fee on his Unified account. What type of adjustment would you render?

• Charge / Line - Level adjustment

• Rollover minute

• BAN Level Adjustment

• Wireline credit

Sally has a reversal charge on her current unified bill. What does this mean?

• Pay per view charge

• Video on Demand charge

• The money transaction was reversed - not enough funds in account

• no meaning

This resource will give you identical access to the customer's myATT experience

• MY ATTZONE

• Competitor Information Center

• Mobile Sales TOOL

• Directv.com

In MY ATTZONE, should you enter the information for the customer?

• always

• sometimes

• never

• only if your the customer demands

What does the NBA in Clarify stand for?

• Needs Basic Association

• National Basketball Association

• New Best Action

• Next Best Action

Your job is to retain valued AT&T customers by having quality conversations to:

• Determine the true reason for the disconnect request

• Determine customer needs and wants

• Keep the customer from canceling a service or product

• Make product and service recommendations

• All of the above