
CYK - Combined Services
Authored by Alex Bartolome
Professional Development
Professional Development
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19 questions
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1.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
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.
2.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
With only one DIRECTV HD DVR, customers can record _____ shows while simultaneously watching two other shows from the playlist.
One
Two
Three
Five
3.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
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
4.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Agents should handle the customer’s initial reason for the contact before attempting to cross sell.
True
False
5.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
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.
6.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
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.
7.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
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
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