AT&T New Hire Test

AT&T New Hire Test 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=1 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. Name 6 things you are going to look for when analyzing an account. - Available for NEXT/upgrade? How much data used? Protection? Wired available? FAN? Opportunity to add a line? What is the importance of checking to see if the account has a FAN attached to it? - To see if the customer is eligible for a discount from their job. Opens the floor to a small biz conversation. What do you do if a customer is grandfathered in to an old unlimited plan? - Analyze usage and try to switch customer to MSVP What is the fourth AT&T key behavior? - Maintain a positive attitude. What are the three main operating systems that we sell? - Apple, windows, & android What is the value of selling android for APEX? What is the value of having an android vs. an iPhone for the customer? - We can do more of a personalized solution with Android. Normally tablet promo goes with Android. More free apps. Better technology. More customizable. What are the two purchasing options for