AT&T Assessment Exam Questions and Answers

AT&T Assessment Exam Questions and Answers
5 Key Behaviors - Answer- 1. Welcome
2. Customers name
3. Undivided Attention 4. I can help you with that (positive attitude) 5. Sincerely thank (warm friendly goodbye)
AT&T 6 Experience Pillars (GURCET) - Answer- 1. Greet
2. Understand
3. Recommend
4. Confirm
5. Educate
6. Thank
VPGA - Answer- Voice Postpaid Gross Add
Prepaid Accounts - Answer- OPUS and RQ4 must be used simultaneously
Post Paid Accounts - Answer- Just OPUS, or if it is RQ4, it had to be paid in cash
BYOD - Answer- Bring Your Own Device (customer supplies phone)
PRPO - Answer- Protection per Opportunity (insurance attach rate)
CSAT - Answer- Customer Satisfaction (Post-Sale review)
SP - Answer- Sole Proprietor
CRU - Answer- Corporate Responsibility User (business account)
IRU - Answer- Individual Responsibility User (consumer with employer discount)
BAN - Answer- Billing account number (unique identifier)
FAN - Answer- Foundation account number (business employee discount)
AGPO - Answer- Accessory gross profit per Opportunity (accessory sales rate)
Opp - Answer- Opportunities, new activation or upgrade