AT&T Assessment
Comprehensive Questions
(Frequently Most Tested) with
Verified 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
GP - Answer: Gross Profit
Up - Answer: (Upg/Upgrade) - new phone for existing line of service
MST - Answer: my sales tool, building quotes, checking promotions
RPC - Answer: Rate plan calculator, building quotes
OPUS - Answer: AT&T web software to access customer's accounts
FAST - Answer: Business account lookup
RQ4 - Answer: Cellular Concepts desktop software
Comprehensive Questions
(Frequently Most Tested) with
Verified 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
GP - Answer: Gross Profit
Up - Answer: (Upg/Upgrade) - new phone for existing line of service
MST - Answer: my sales tool, building quotes, checking promotions
RPC - Answer: Rate plan calculator, building quotes
OPUS - Answer: AT&T web software to access customer's accounts
FAST - Answer: Business account lookup
RQ4 - Answer: Cellular Concepts desktop software
