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WorksheetsISM CYK #3
Total questions: 27
Worksheet time: 29mins
Name
Class
Date
1.
All are key facts to remember when Modifying Existing U-verse TV, Internet, Phone Account except...
a)
On a change order to remove TV, customers must return the U-verse TV, Internet, phone, and RC1 DIRECT equipment to an authorized UPS location.
b)
Advise the customer to unplug all receivers to avoid any service interference.
c)
Repeat all of your questions so the customer remembers key points and disclaimers
d)
Review the contact number incase we must call the customer back.
2.
When modifying existing U-verse TV, Internet, Phone Account, and RC1 DIRECTV, what Quick Action link would you select from the Interaction Toolbox?
a)
Change (Update Product Configuration)
b)
Resume from Cancel
c)
Find a payment location
d)
View charge details
3.
Mr. Budnik heard of the AT&T Internet Speed: $5 Off for 6 Months offer. You determined he is eligible. Which is NOT an upgrade offer detail associated with this promotion
a)
Receive a $5 bill credit for six months for AT&T Internet speed upgrade 3Mbps-18Mpbs for existing customers.
b)
Not stackable with any other offers.
c)
Must remain in the upgraded speed tier for 24 months
d)
Requires one or more speed tier upgrade.
4.
Mr. Little wants to know what current promotions he has and when they expire. You notice he is eligible for the “Upgrade TV to U450 or U450 Latino: $100 AT&T Visa Reward Card” offer. Which is not an upgrade offer details?
a)
Maintain service at the upgraded level until they receive the reward.
b)
Customer's on EDSP do not qualify.
c)
Limit one U-verse TV upgrade offer in a rolling year (effective 02/01/15). Date of eligibility is based on the offer end date.
d)
Not stackable with any other TV promotions.
5.
To help Mrs. Browning with her family’s gaming needs, you suggested a higher internet. She agreed, and a Change order was placed to increase her Internet speed. What reasons would you NOT use a change order?
a)
To cease all products on the customer account.
b)
Add or delete receiver boxes.
c)
To cease certain services on the customer account.
d)
To change the basic package (i.e., change U300 to U450).
6.
Mr. Squires currently has an AT&T Internet and DIRECTV combined bill. He also has wireless on a separate bill. He has trouble keeping up with multiple bills and would like to see if they can be combined into one bill. He is happy with the existing services he has and does not want to make any changes or add any services. What does the customer NOT need to know about combining these bills?
a)
Customers do not receive a final wireless bill. The monthly wireless charges are passed to the first single bill.
b)
Customers should continue to pay their separate statements until they receive their first single bill.
c)
Customers will receive their first Unified Bill within 30 days containing their DIRECTV, AT&T Internet, Phone, and/or U-verse TV, and/or wireless services.
d)
Customers can view the state of their existing Combined Bill request online.
7.
AT&T offers the option to combine services onto one bill for DIRECTV, AT&T Internet, Phone, and/or U-verse TV, and wireless products. What is NOT a benefits of a single bill experience?
a)
$25 off Directv Ultimate when combined with Unlimited Plus & Home secure tier of Digital Life
b)
Provide the technician's phone number to the customer.
c)
Advise the customer a technician is on the way and will contact them or arrive shortly.
d)
Advise the customer a technician is on the way and will contact them or arrive shortly.
8.
Mr. Tuttle is calling because his new house is not ready for him to move into. He had setup his service to be installed this week, but now needs to have the services installed 2 weeks from today. You help Mr. Tuttle by amending the single dispatch order for his internet and DIRECTV services to be installed 2 weeks from today. Which of the following is False?
a)
Cancel the order first.
b)
Amend order actions require an activity description selection (with the exception of Amend-Cease).
c)
You cannot amend orders left in an In Negotiation status.
d)
In OMS, an order can only be amended if submitted (in Executing or Delivery status) prior to order completion (not past the Point Of No Return [PONR]).
9.
A ToBR requires two steps.
a)
The receiving account holder (RAH) accepts responsibility for the CTN(s) being moved and he original account holder (OAH) must provide authorization for the change.
b)
The receiving account holder (RAH) must purchase mobile insurance to complete this transaction unless deceased
c)
The receiving account holder (RAH) accepts the transfer of the Accessory Installment Plan (AIP) unless deceased
d)
The original account holder (OAH) must provide authorization for the change and Death certificate if deceased
10.
Carla Barnes, an existing ISM customer, wants to transfer her wireless account billing responsibility to her sister. She is a unified customer. What is false about her situation?
a)
We cannot perform a Change of Responsibility/Supersede request on a Unified Bill account. If customer demands situation, we must first separate the billing of the AT&T Internet, Phone, U-verse TV, and wireless products, breaking the Unified bill.
b)
The customer, assuming financial responsibility for the separated account, can reestablish a grandfathered Unified bundle.
c)
The customer must call back after two full bill cycles to request we unify the account. They receive separate bills unless they call back.
d)
Once the account de-unifies, issue an AT&T Change of Billing Responsibility order on the AT&T Internet, Phone, U-verse TV and BAN.
11.
When would customers receive a video bill?
a)
Receipt is based on contact profile when service was established. Day, Evening contact preference
b)
After an account change that results in prorated charges andOn the first and second bills.
c)
After updating the email address on the account.
d)
Available 24-7
12.
Which of the following tasks cant be completed using My AT&T Zone?
a)
Assist customers with resetting their online password.
b)
Search and display customer information within the tool.
c)
Mirror the customer’s account.
d)
Complete registration for the customer
13.
This tool allows you to effectively assist customers with their web or mobile app experience.
a)
Fast
b)
CCC Tool
c)
MSCT
d)
MyAttZone
14.
Which of the following is False regarding ‘Mirroring the Customer’ with myAT&T Zone
a)
Mirror allows you to walk the customer through the online processes of their myAT&T account.
b)
Follow standard account verification procedures prior to searching or accessing information.
c)
With AT&T Access ID customers, you see can only see limited products associated with the AT&T Access ID.
d)
Mirroring the customer for any reason other than the specific purpose of the call is a violation of the AT&T Code of Business Conduct
15.
If a service in AT&T CRM appears to be available, but the system does not allow you to continue when you select that speed, which Smart Chat workgroup will you contact
a)
jrt_ivt
b)
fact
c)
premium_support_team
d)
nafg
16.
Combined bill calls are not the result of
a)
Bill confusion (customer has questions about bill).
b)
Transfer of balances (switching from single bills to combined bill).
c)
Receipt of bills for two services or more (payment confusion – not sure which bill to pay).
d)
Questions regarding the Combine Bill one-time fee.
17.
Mrs. Snar's first combined bill was much higher than she expected. She is frustrated and is calling to get a detailed explanation of her first bill. What probably isnt contributing to the higher than expected bill?
a)
Transfer of Bill Responsibility (TOBR) fees. Assuming the financial responsibility from the original account owner.
b)
Partial month charges occur if services are added or removed during a billing cycle, prior to the bill date.
c)
Some charges, including actual usage charges, are billed at the time they are used (in arrears).
d)
Partial month charges occur if services are added or removed during a billing cycle, prior to the bill date.
18.
Mrs. Franklin called to dispute the amount due on her bill. Her billing cycle closed on the 20th of the month and service was connected on the 15th. What could NOT have possibly caused the questionable charges?
a)
Her monthly charges were billed for the 5 days of service before the billing cycle closed.
b)
Her first bill includes applicable installation charges and monthly rate for one month in advance.
c)
Her first bill contained equipment return late fees.
d)
Her first bill reflects charges for a full month of service for the following month (billed in advance) and a partial month of service.
19.
Collin Conway contacts AT&T regarding a charge on his bill. He recently upgraded his DIRECTV services which required new customer premises equipment (CPE). He claims he was not advised he had to return his old equipment. You explained the return policy and now need to provide details for him to return the equipment. What options does Mr. Conway NOT have to return his DIRECTV equipment?
a)
Receive a Recovery Kit to return equipment.
b)
Give the package(s) to a USPS letter carrier.
c)
Drop the package(s) off at a FedEx location.
d)
Drop the package(s) off at a UPS Store location.
20.
After investigating your customer's mobile billing dispute, you determined there was an AT&T billing error. You want to ensure you are following the correct guideline before issuing the adjustment. Anything greater than ____ requires manager approval
a)
$25
b)
$50
c)
$75
d)
$100
21.
Your customer wants credit for her late payment fee. She was only two days late in paying off her balance and feels she shouldn't be charged. What would you NOT do to handle this customer scenario?
a)
Since your customer was only 2 days late, and her balance is now paid, you can wave this charge. Just communicate the importance of paying on time to avoid future charges
b)
Use 'Words that Work' such as "I'd be happy to review the charges on your account. What's even better is you can review them right along with me using your myAT&T app".
c)
Explain the issues: A late payment fee/charge will be charged whenever your payment isn't applied to your account by your due date. You can also easily make payments from your mobile phone using the myAT&T app
d)
Offer to Help.
22.
What is the Activation Fee for DIRECTV?
a)
$25
b)
$35
c)
$40
d)
$49
23.
Mr. Scott Squires wants to make a payment on his account and does not mind paying the convenience fee. What are the eligibility requirements for making payments in Expresspay?
a)
Customers paying their bill in full & Customers setting up recurring automatic bill payments.
b)
Customers making a payment to cover a returned check.
c)
Customers with no more than two returned checks in RCK History.
d)
Card must be in the name of the person you are talking to
24.
How would you NOT describe a Prorated Charge/Partial Month of Service?
a)
"Proration is proration"
b)
Prorated charges and credits are calculated using the daily rate of the plan or feature.
c)
New accounts/lines of service are billed in advance and charged proration plus one month.
d)
If customer is billed in advance, they will receive a credit and have a partial charge for a mid-cycle change.
25.
We may assess a $5 Payment Convenience Fee (PCF) to customers who both process an immediate or scheduled payment with the assistance of a representative and consent to the application of the fee after being advised of free self-service payment options. What SSO option do you not have as alternatives to the PCF?
a)
AutoPay
b)
Kiosks at AT&T Retail store locations
c)
myAT&T (online)
d)
Cash payment via telephone
26.
Is International passport a good plan for cruise ships
a)
Yes if the countries your visiting are included in the plan
b)
Yes because passport covers everywhere outside of US
c)
Not necessarily bcuz when your at sea the plan won't cover your calls
d)
This is too confusing for me, is Carson's hiring
27.
How many cruise calling plans are there and the costs
a)
There are no cruise plans
b)
There is 1 cruise plan at $75.00 flat free
c)
2 different plans basic costs are $100.00 or $50.00
d)
Cruise plans must be purchased from cruise company
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