Download AT&T New Hire Test | 100% Correct | Verified | 2024 Version and more Exams Business Economics in PDF only on Docsity!
AT&T New Hire Test | 100% Correct |
Verified | 2024 Version
What are the first two qualities of the APEX job description? - ✔✔Honesty and punctuality/dependability What are the Apex Top 20 Duties? Show where to find them. - ✔✔Bathroom door, employee manual, RQ4 intranet, & clipboard Apex's goal is to be the ______ choice for customers. - ✔✔best How much time is allowed for Facebook, personal email, etc? - ✔✔none What are the three things we use to track store/personal performance? - ✔✔scoreboards, team tracking, & CKC report, daily dashboard & whiteboard What is the value of doing NEXT when you are on a MSV plan? - ✔✔bill credit & no 2 year contract Name 5 products we sell other than phones. - ✔✔tablets, accessories, wired, MiFi, & WHP What is MST? - ✔✔Mobile Sales Tool that helps build rate plans How often are you expected to visit MyCSP? - ✔✔Daily & every Tuesday to check front line focus What is the difference between the financial impact of a customer doing NEXT on a 7GB+ Vs. a 6GB or less? - ✔✔For us: less money for customer: bigger discount on 7GB+ plan What is the first AT&T Key behavior? - ✔✔greet & customer tenure
What is the APEX greeting? - ✔✔"Hello, welcome to Apex my name is ____. What can I do for you?" What is the most important thing we can do before accessing an account and how do we do it? - ✔✔Ask about AT&T experience, and verify photo ID. Why is it important to take ownership of all customer issues? - ✔✔To make sure the customer leaves satisfied and WTR What is the goal of every transaction? - ✔✔To use 5 FORE=1 & customer willing to recommend What is the second AT&T key behavior? - ✔✔Use customer's name in transaction. (Build Value) What are we required to complete with every customer and why is it important? - ✔✔GPS form. To make a personalized sale. Explain the questions formula used to identify what products might be valuable to the customer. - ✔✔5FORE= What is the phrase used to find out about the customer's current home services? - ✔✔Who are your home service providers? What is qualifying language and why is it important to use? - ✔✔Language used to build value by making customers feel like they are getting something special when presenting your personalized solution what is the third AT&T key behavior? - ✔✔Give customer your undivided attention What is the first thing you do once you have accessed an account and why is it important? - ✔✔Tenure. Let's them know we appreciate them.
What are 3 values of doing the NEXT program? - ✔✔No upgrade/activation fees, less up front, new device sooner What is MPP and MDPP and how do they work? - ✔✔MPP- Mobile Protection Pack MDPP-Multiple Device Protection Pack Protection. If the phone is lost, damaged, stolen, or water damaged it's replaced. 24 hour enhanced support. Ability to track, sound alarm, and wipe clean. What 2 tools do we have to assist us with NEXT and MPP/MDPP? - ✔✔MST and protection calculator What are the 5 AT&T key behaviors? - ✔✔greet/approach, build value, offer solutions, gain agreement, educate, and thank/depart What is the phone walk around? - ✔✔offer 5 accessories What is the buy-back program? What does TAP mean? - ✔✔FLIPSWAP-customers can trade phone in for store credit What app should we install and/or login to with every customer account? - ✔✔My AT&T What is the APEX closing statement? - ✔✔"after your experience in the store today, would you be willing to recommend me to your friends and family?" Refer to survey and thank for service. Where is the deposit notification found in a customer account? - ✔✔On the right side column with the customer name and number What is the difference between a primary line and a secondary line? - ✔✔Primary line has the rate plan charge on it. What is a shared upgrade? What is a cross upgrade? What is a standard upgrade? - ✔✔shared- takes over remaining term and then takes lines upgrade
cross- take another line's upgrade and commit to time frame standard- 24 month contract. Use your own upgrade. What is the AT&T CSS? - ✔✔Customer Service Summary. Reviews upcoming bill and warranty and provision. What do we us OPUS for? - ✔✔Upgrades, Account changes, Card bill payments, activations, wired, etc. What is RQ4? What is it used for? - ✔✔Receipt system. Cash bill payments, in-store checkouts, transfers, clocking in/out, FLIPSWAP, tender upgrades/activations. What is datascape? What is it used for? - ✔✔Go phone replenishment, add/void/review time How do we process AT&T phone payments? What systems do we use to process? - ✔✔Opus, RQ4, My AT&T app What do we do if a phone has already been entered into OPUS before but has never left the store? - ✔✔BRE it. Buyers Remorse. Reset phone and ship it back to corporate. What is the accessory and phone return policy? - ✔✔30 day exchange on accessories. No returns. 14 day phone return unless it breaks apples contract. Explain the 4G LTE Network and how the "step down" part of the network functions. - ✔✔4G LTE, HSPA+, 3G, EDGE How many streams of DVR do you get with UVerse? How many email accounts come with AT&T HSI? - ✔✔5 streams; 11 e-mail accounts What are the current Uverse (or HSI) promotions? - ✔✔$17.05 off for the first 12 months of internet only $47.05 off for the first 12 months when bundled with uverse home phone services
How do we add minutes to a Pay as you go customer's device? - ✔✔go to RQ4, put in PDD(air time amount)E, tender sales, go to datascape under replenish time, put in info and retail invoice # from RQ What do you always do to a phone that is being returned? What step MUST ABSOLUTELY be done on any iPhone that is being returned? Explain why this is so important. - ✔✔erase all content and settings, make sure find my iphone is turned off for apple devices, have all required return documents filled out
