CYK - Combined Services

A Preferred Internet Provide (PIP) is only available when:

• AT&T Internet maximum speed is 1.5 Mbps or less.

• AT&T Internet is not acceptable to the customer.

• AT&T Internet is not available at the customer’s address.

• AT&T Internet minimum speed is 1.5 Mbps or higher.

• AT&T Internet is available at the customer’s address.

With only one DIRECTV HD DVR, customers can record _____ shows while simultaneously watching two other shows from the playlist.

• One

• Two

• Three

• Five

Select the ways an AT&T customer can order a DIRECTV Pay-Per-View (PPV).

• TV Remote

• Agent Assisted Order

• DIRECTV App

• SMS Text

• U-verse Website

Agents should handle the customer’s initial reason for the contact before attempting to cross sell.

• True

• False

Cross-selling is described as:

• Offering AT&T products and services to increase the customer’s bill.

• Offering AT&T products and services.

• Offering Att products and services ot enhance the customer's experience

• Offering competitor products and services to enhance the customer’s entertainment experience.

The three components of a strong offer include:

• Offers were presented in the order outlined in CRM.

• Discovery questions were asked

• Offer was personalized to the customer

• Created an integrated Solution

• Customer accepts offer. 

Service must be active for at least ______ in order to be eligible to voluntarily suspend an account.

• 60 days

• 90 days

• 180 days

• 30 days

When an account is voluntary suspended, what happens to any promotion on the account?

• Promotions may continue counting down

• Promotions will be suspended with the account.

• Promotions may expire

• Promotions will be credited to the account in full.

• Promotions will be automatically removed from the account.

DIRECTV contract is not extended by the number of days the DIRECTV service is suspended.

• False

• True

Select the types of voluntary suspends that have a $0 monthly recurring charge (MRC).

• Disaster

• Military

• Vacation

• Non-Payment

• Traveller