CYK: Advance DTV

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.

The system used to unify or split existing accounts is?

• OPUS

• CRM

• RIO

• BIBA

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?

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

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

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

• CRM

• OPUS

• RIO

• Clarify

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

• Zip Code

• Address

• Telephone Number

• Account Number

The CIC tool provides a comparison of DIRECTV and local competitor for (select all that apply):

• Programming

• Internet

• Promotions

• Equipment

What is an example resource you can use for additional information about an AT&T competitor for DIRECTV service?

• MST

• CIC Tool

• Channels & Packages Tool

• Sports Sales Tool

What system will you use if an RC1 Unified Bill customer is requesting to remove HBO and SHOWTIME from their DIRECTV service?

• Rio

• OPUS

• CRM

• Telegence