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WorksheetsQUIZZ
Total questions: 10
Worksheet time: 5mins
Name
Class
Date
1.
What are the OUR Promise Pillars
a)
Personal
b)
Reassuring
c)
Effortless
d)
Inspiring
2.
AER is only used at the beginning of the call.
a)
True
b)
False
3.
Which product is NOT handled by ISM CLG?
a)
U-Verse
b)
DirecTv
c)
Wireless
d)
Telco
4.
When do you recap the solution?
a)
Thoroughly Educate
b)
Personalize Solution
c)
Gain Agreement
d)
Uncover Needs
5.
What is the goal for One & Done?
a)
72%
b)
60%
c)
80%
d)
55%
6.
Which system is used for only Mobility accounts?
a)
Telegence
b)
CRM
c)
Clarify
d)
Classify
7.
One & Done is calculated by:
a)
# of calls - transfers - repeats
b)
# of calls / transfers-repeats
c)
#of calls / transfers+repeats
8.
What is the goal AHT
a)
860
b)
680
c)
950
d)
590
9.
A customer who fills out a survey, with a score of 2 is called a
a)
Defractor
b)
Promoter
c)
Detractor
d)
Hater
10.
What are the 3 tiers in My AT&T Thanks App
a)
Gold
b)
Blue
c)
Yellow
d)
Platinum
e)
Grey
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