AT&T New Hire Test
Comprehensive Questions
(Frequently Most Tested) with
Verified Answers
What are the first two qualities of the APEX job description? - Answer: Honesty and
punctuality/dependability
What are the Apex Top 20 Duties? Show where to find them. - Answer: Bathroom door, employee
manual, RQ4 intranet, & clipboard
Apex's goal is to be the ______ choice for customers. - Answer: best
How much time is allowed for Facebook, personal email, etc? - Answer: none
What are the three things we use to track store/personal performance? - Answer: scoreboards, team
tracking, & CKC report, daily dashboard & whiteboard
What is the value of doing NEXT when you are on a MSV plan? - Answer: bill credit & no 2 year contract
Name 5 products we sell other than phones. - Answer: tablets, accessories, wired, MiFi, & WHP
What is MST? - Answer: Mobile Sales Tool that helps build rate plans
How often are you expected to visit MyCSP? - Answer: 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? - Answer: For us: less money
for customer: bigger discount on 7GB+ plan
, What is the first AT&T Key behavior? - Answer: greet & customer tenure
What is the APEX greeting? - Answer: "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? -
Answer: Ask about AT&T experience, and verify photo ID.
Why is it important to take ownership of all customer issues? - Answer: To make sure the customer
leaves satisfied and WTR
What is the goal of every transaction? - Answer: To use 5 FORE=1 & customer willing to recommend
What is the second AT&T key behavior? - Answer: Use customer's name in transaction. (Build Value)
What are we required to complete with every customer and why is it important? - Answer: GPS form. To
make a personalized sale.
Explain the questions formula used to identify what products might be valuable to the customer. -
Answer: 5FORE=1
What is the phrase used to find out about the customer's current home services? - Answer: Who are
your home service providers?
What is qualifying language and why is it important to use? - Answer: 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? - Answer: Give customer your undivided attention
Comprehensive Questions
(Frequently Most Tested) with
Verified Answers
What are the first two qualities of the APEX job description? - Answer: Honesty and
punctuality/dependability
What are the Apex Top 20 Duties? Show where to find them. - Answer: Bathroom door, employee
manual, RQ4 intranet, & clipboard
Apex's goal is to be the ______ choice for customers. - Answer: best
How much time is allowed for Facebook, personal email, etc? - Answer: none
What are the three things we use to track store/personal performance? - Answer: scoreboards, team
tracking, & CKC report, daily dashboard & whiteboard
What is the value of doing NEXT when you are on a MSV plan? - Answer: bill credit & no 2 year contract
Name 5 products we sell other than phones. - Answer: tablets, accessories, wired, MiFi, & WHP
What is MST? - Answer: Mobile Sales Tool that helps build rate plans
How often are you expected to visit MyCSP? - Answer: 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? - Answer: For us: less money
for customer: bigger discount on 7GB+ plan
, What is the first AT&T Key behavior? - Answer: greet & customer tenure
What is the APEX greeting? - Answer: "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? -
Answer: Ask about AT&T experience, and verify photo ID.
Why is it important to take ownership of all customer issues? - Answer: To make sure the customer
leaves satisfied and WTR
What is the goal of every transaction? - Answer: To use 5 FORE=1 & customer willing to recommend
What is the second AT&T key behavior? - Answer: Use customer's name in transaction. (Build Value)
What are we required to complete with every customer and why is it important? - Answer: GPS form. To
make a personalized sale.
Explain the questions formula used to identify what products might be valuable to the customer. -
Answer: 5FORE=1
What is the phrase used to find out about the customer's current home services? - Answer: Who are
your home service providers?
What is qualifying language and why is it important to use? - Answer: 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? - Answer: Give customer your undivided attention
