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CYK: Advance DTV

Authored by Alex Bartolome

Professional Development

Professional Development

Used 1+ times

CYK: Advance DTV
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11 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the last step you should complete when de-unifying or splitting an customer’s AT&T account?

Read disclosures and ensure customer understands the proration that occurs.

Review the CSS for proration and account setting details such as Autopay and Paperless Billing.

Select the correct Split Screen reason

Follow Split / Move Unified 360 Process for AT&T Enabler/CRM Billed Products.

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The system used to unify or split existing accounts is?

OPUS

CRM

RIO

BIBA

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Select the best discovery question based on the customer’s reason for removing DIRECTV service.

How's the weather?

Is your DIRECTV service connected to the internet?

How often do you and those in your home stream your favorite shows and movies?

What Channels are important to you and your household?

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Select the best recommendation based on the customer’s request to remove DIRECTV service.

Wow! That sounds awful. Let me see what I can do so you can get back to watching your favorite movies.

It sounds like you are experiencing a service issue. I can walk you through a few simple steps so you can continue enjoying your favorite shows.

I’m sorry you are experiencing this issue. Let me transfer you to the Care Support Team

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Select the best solution for the customer’s situation. “I need to cancel my service. I just received my military deployment orders.

Offer to reduce services as much as possible to lower the bill.

Disconnect the account and waive all Early Cancellation Fees.

Offer to suspend the AT&T account for up to 39 months

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What system will you use if a standalone DIRECTV customer requests to remove NFL SUNDAY TICKET from their service?

CRM

OPUS

RIO

Clarify

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

The CIC tool compares DIRECTV to other local competitors in a customer’s area by their:

Zip Code

Address

Telephone Number

Account Number

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