WorksheetsMy ATT Zone, CYK wk2- Premier CLG
Total questions: 30
Worksheet time: 48mins
What system do you launch BIBA?
OPUS
RIO
CRM
Telegence
How long are the Billing images in BIBA retained?
5 years
10 years
3 years
7 years
Which app can customers view their account and billing details?
Directv
myATT app
U-Verse TV
U-Verse kids
This tab in BIBA will allow you to cancel items which have not appeared on the bill yet (e.g. PPV / VOD ...)
Adjustment tab
RIO tab
cancelled tab
Pre-billed charges
Billy was charged for a late fee. You want to give him an adjustment for the fee on his Unified account. What type of adjustment would you render?
Charge / Line - Level adjustment
Rollover minute
BAN Level Adjustment
Wireline credit
Sally has a reversal charge on her current unified bill. What does this mean?
Pay per view charge
Video on Demand charge
The money transaction was reversed - not enough funds in account
no meaning
This resource will give you identical access to the customer's myATT experience
MY ATTZONE
Competitor Information Center
Mobile Sales TOOL
Directv.com
In MY ATTZONE, should you enter the information for the customer?
always
sometimes
never
only if your the customer demands
What does the NBA in Clarify stand for?
Needs Basic Association
National Basketball Association
New Best Action
Next Best Action
Your job is to retain valued AT&T customers by having quality conversations to:
Determine the true reason for the disconnect request
Determine customer needs and wants
Keep the customer from canceling a service or product
Make product and service recommendations
All of the above
Based on MY ATTZONE -Mobility, if a customer inputs the incorrect password after 6 attempts within a 24-hour period the system will lock them out. How long will they have to wait before the system will unlock?
reattempt sign in after 24 hours
reattempt sign in after one hour.
reattempt sign in after eight hours
It will not unlock, they will need a new phone
Which of the following statements are NOT related to delivering required disclosures?
Speak real loud so the customer and co-workers can hear you
If a disclosures must be stated verbatim, do not deviate from the script.
Do not rush, speak slowly enough and pause when necessary.
Use words that are easy for the consumer to understand
When a customer requests any type of personal identifiable information from you (ex. what is your employee code) , what should you provide them with?
driver license
Social security number
Global Login
ATTUID
Bill wants to know why his bill is so high. You need to place him on hold. What should you say before placing him on hold? (select the best answer)
I will be right back
"May i place you on a brief hold while i review your account"?
Hold please
wait a minute
When connecting a customer via a warm transfer, which of the following is NOT an appropriate
step?
Explain the need to (warm) transfer
Advise the customer they are waiting for the appropriate department.
Bridge the customer with the representative.
Tell the customer to hang up
Which one is NOT one of the main competitive advantages of DIRECTV?
4K Ultra HD
Undisputed leader in sports
Rated highest in customer satisfaction
Slow latency and buffering
How many consecutive days does the customer have to accept the Wireless Terms & Conditions?
21 days
22 days
25 days
27 days
What must a customer provide to accept Wireless Terms & Conditions?
Social security number
An active and valid e-mail address.
Digital Life
Pin for the account
Jim contacts AT&T regarding questions about his DIRECTV service. He thinks there is a password on the account but can't remember if it's on his AT&T Wireless or DIRECTV
account (Unified Bill). Which myCSP article is your starting point for assisting this customer?
Wireless Matrix
Contact Handling and Transfer Matrix
Direct TV Hub
Uverse HUB
Which one is NOT a requirement to receive Data Free TV?
Being on an eligible Wireless plan.
Must have 12 month service with ATT
Having a qualifying device.
Using a qualifying mobile app.
To be a save opportunity, it must meet one of three requirements. What are those 3 requirements?
Must be with ATT for more than 1 year
Transferred to the CLG from another department
Proactively express the intent to accept or seek a competitive offer
Verbally express or imply they no longer want AT&T as their provider
What happens to the AT&T Next installment plan balance when a customer cancels service?
The customer is required to continue installment payments.
The customer pays an early termination fee and can keep the equipment.
Nothing happens - the customer will pay the amount when they can
The installment plan balance becomes due when a customer cancels service.
A customer wants a new smart phone. What is the current plan which offers customers the option to pay for devices with installments?
Next every year
AT&T Installments w/Next Up℠ or AT&T Installment Plan
Device installment plans
ATT Mobile installments
AT&T U-verse TV is an innovative, digitally delivered home entertainment service providing
more programming choices and viewing options. Which is not a Benefit of U-verse TV?
Very fast channel changes
Pause, rewind, and fast forward TV
HD service
Streams up to 8 TV's at one time
Which is not a Retired Mobile Share Plan?
Mobile Share Flex
Mobile Share Advantage
Mobile Share Value
Mobile Unlimited Plus
If a customer has bundled services with ATT, they have to have a combined bill
TRUE
FALSE
McAfee Security Suite is included in the price of AT&T broadband for customers with 3Mbps and above.
TRUE
FALSE
Which tool is used to estimate monthly wireless data usage based on how customers use their phone?
Next calculator
Rate Plan calculator
Data calculator
CIC Tool
The AT&T Smart Home Manager app allows AT&T Internet & Fiber customers to:
Manage and personalize their home Wi-Fi
Record their favorite shows when paired with a DIRECTV HD DVR
Access remote control for DIRECTV
Access their recorded shows
Who issued the order if the YODA code is N043?
Warranty
insurance - Asurion
Wired (Home Solutions) … Premier Loyalty
National retail
