AT&T TKT II STUDY GUIDE QUESTIONS
WITH 100% CORRECT ANSWERS.
What are the 5 key behaviors?
Warm Welcome, Use Customer's Name, Undivided Attention, "I can help you with that", and
Appreciate
What is the Culture and DNA of Custom?
Culture- Lead, Inspire, and Coach
DNA- Gratitude, Compassion, and Faith
What does WTR stand for?
Willingness to Recommend
What are the 6 steps to the retail experience?
Welcome, Personalize & Own, Resolve & Offer, Gain Agreement, Educate, and Appreciate
What is a vendor deposit?
Activation Deposit
What is TIO used for?
Cash Bill Pays (Wireless and Wireline)
What system do we use to take a TIO bill payment?
RQ4
True or False?- Benefits kick in after 90 days.
True
What are all of the AT&T Advantages? (Hint: 4)
Covers 99% of Americans, #1 in Customer Satisfaction, Great Value, Best Devices and
Innovative Solutions
, What does ACE stand for?
AT&T Customer Experience
How long after the customer leaves the store are they contacted with the ACE survey?
24 hours
How long does the customer have to take the survey before it expires?
72 hours
What are the questions the customer is asked regarding ACE survey?
Wait Time, Rep Satisfaction, WTR, and Comment Request
What is the minimal goal for all locations for WTR?
80%
What is a SPIFF?
A Sales Incentive
What is the SPIFF on a Clear Coat?
$5
What is the BRE return policy time period?
14 days
How much is the restocking fee?
$45
What is the accessory BRE return time period?
14 days
What are the four types of Strategic Devices?
Tablets, Mi-fi, Wearables, Wireless Home Phone
How much is a tablet when added to MSV plan per month?
WITH 100% CORRECT ANSWERS.
What are the 5 key behaviors?
Warm Welcome, Use Customer's Name, Undivided Attention, "I can help you with that", and
Appreciate
What is the Culture and DNA of Custom?
Culture- Lead, Inspire, and Coach
DNA- Gratitude, Compassion, and Faith
What does WTR stand for?
Willingness to Recommend
What are the 6 steps to the retail experience?
Welcome, Personalize & Own, Resolve & Offer, Gain Agreement, Educate, and Appreciate
What is a vendor deposit?
Activation Deposit
What is TIO used for?
Cash Bill Pays (Wireless and Wireline)
What system do we use to take a TIO bill payment?
RQ4
True or False?- Benefits kick in after 90 days.
True
What are all of the AT&T Advantages? (Hint: 4)
Covers 99% of Americans, #1 in Customer Satisfaction, Great Value, Best Devices and
Innovative Solutions
, What does ACE stand for?
AT&T Customer Experience
How long after the customer leaves the store are they contacted with the ACE survey?
24 hours
How long does the customer have to take the survey before it expires?
72 hours
What are the questions the customer is asked regarding ACE survey?
Wait Time, Rep Satisfaction, WTR, and Comment Request
What is the minimal goal for all locations for WTR?
80%
What is a SPIFF?
A Sales Incentive
What is the SPIFF on a Clear Coat?
$5
What is the BRE return policy time period?
14 days
How much is the restocking fee?
$45
What is the accessory BRE return time period?
14 days
What are the four types of Strategic Devices?
Tablets, Mi-fi, Wearables, Wireless Home Phone
How much is a tablet when added to MSV plan per month?
