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WorksheetsPlatium Premier ISM - week 1 CYK review
Total questions: 28
Worksheet time: 41mins
What are the 3 key components of an effective save attempt?
Warmly Welcome
Discover
Influence
Close
ATT Thanks
Who are AT&T's Platinum Tier Customers? (select all that apply)
Platinum Tier customers have Wireless + 3 or 4 additional services or premium features
rewarded for being top tier through the AT&T THANKS Appreciation program
These are AT&Ts most valued customers who want to cancel services --- primarily calling to cancel one or more services on their account
makes up the top 5% of total customers (2.5 million customers).
What does E3 stand for?
Explore, explain, exceed
Exceed, exercise, exam
Energizer, explain, excellent
Email, excellent & exemplary
General sign on will need for this course?
Online center process
Email process
Global login
System login
what percentage of American’s are covered by AT&T
75%
100%
89%
99%
On the Home page, which section displays alphabetically categorized links for quick access to frequently used information?
Ordering
Link Center
Billing
ATT systems
Why Should you promote self-care options to AT&T Platinum customers?
Improves AHT
The customer experience is easy, simple, and consistent, and most customers prefer to interact with us digitally
self-service limitations
Customers are not able to access and manage their account information
What are the 3 ATT Thanks Tiers?
Blue Tier
Silver Tier
Gold Tier
Platinum Tier
Bronze Tier
What are the only valid reasons to place a customer on hold?
Finish a previous customer account
To speak with manager or team lead
Make an outgoing call to another dept
To type your notes
The goal of following the AT&T Promise is to make each AT&T customer experience
Courteous, experience, happy
Effortless, caring, courteous
Personal, effortless & inspiring
Enhanced, prioritized, expert
Which one is a Save Opportunity?
Why is my bill higher this month?
I am receiving an OSD 721 error on my DTV
I know the promotion has ended. I'm going to go look for a better deal with COMCAST.
Just curious, when does my contract period end?
An account should be authenticate in AT&T CRM
In the middle of the call
At the beginning of the call
at the end of the call
Never
When authenticating an account in AT&T CRM, the customer must be able to verify the assigned four-digit passcode. Best statement to use to ask for this information?
give me your passcode
whatz up?
tell or I am going to hang up
You ask, "In order to protect your privacy, I need to verify the passcode on the account."
Which of the following includes all of the mandatory words/phrases that are required when requesting a Can Be Reached (CBR) number?
May I have a contact number so that we may reach you with information about your AT&T services?
Whatz your number?
What is a good number to call you back on?
May I have a contact number so that we may reach you by phone or text with information about your AT&T services?
Which is NOT one of the Uverse packages?
U450
U200
U300
U250
Voice of the customer responses are 1 - 5. What ratings are considered Promoters
Ratings 3, 4, and 5's
Ratings 5 ad 4's
Ratings 4 and 3's
Ratings 1 and 2's
Which is not one of the Digital Home Phone plans?
ATT international
ATT Unlimited North America
ATT 350
ATT 200
What tool can you use to see competitors offer?
Competitor's message tool
Order Track
Solution Sender
CIC
Which system do you use to authenticate a unified/combined account?
CRM
RIO
OPUS
Telegence
Agents must refresh with customer every 2 mins. when placed on hold.
TRUE
False
TELCO and DSL fall under Uverse products
TRUE
FALSE
This system is used to authenticate a standalone mobility account
RIO
Clarify
Telegence
CRM
Rep 1 transfers call to Rep 2. That customer calls back within 7 days of the interaction regarding the same issue, Rep 1 & 2 receive a repeat call. What is this an example of?
Warm transfer
Cold Transfer
Dual Ownership
Shared Transfer
What are the 3 AT&T Promise Pillars?
Educational
Personal
Effortless
Inspiring
Retain
A customer contacts AT&T for assistance from their AT&T Mobile device. How do you authenticate a CRM account if the customer does not know the passcode or security question?
Refer the customer’s account to a Team Lead or Coach to return the call to authenticate at a later time
Ask the customer to have the authorized user call back to authenticate the account
Refer to Retail store
Place an outbound call to the customer on their AT&T Phone/VoIP, Mobility, or Wireless Home Phone TN Location.
I have 2 terabyte of storage
Genie
Genie 2
HD DVR
Receiver
What are our 3 R's?
Resell, Reinforce and Resolution
Reinforce, refined and Remember
Resell, Right-Size, Retain
Right-Size, resolution, resell
What tool can you use to track DTV Return equipment?
Order Track
CIC tool
Mobile Sales Tool
CPE Management Tool
