AT&T study guide
Comprehensive Questions
(Frequently Tested) with
Verified Answers Graded A+
5 key behaviors - Answer: -Warm welcome
-Undivided attention
-Use customers name
- I can help you with that
- Appreciate
What is culture - Answer: Lead, coach, and inspire
What is the DNA - Answer: Gratitude, Compassion, and Faith
What does WTR stand for - Answer: Willingness to recommend
6 steps to the AT&T Promise - Answer: - Warmly welcome
- Uncover needs
- Personalize solutions
- Gain agreement
- Throughly educate
, - Sincerely thank
What is a vendor deposit - Answer: Activation Deposit
What do you process using TIO? - Answer: Cash bill pays (wireless and wireline)
What system do we use to take a TIO bill payment - Answer: RQ4
True or False: Benefits kick in after 90 days? - Answer: True
What are the four AT&T advantages - Answer: - Nations best data network
- Great value
- Some of the best devices and most innovative solutions
- AT&T ranks highest
What does ACE stand for? - Answer: AT&T Customer Experience
What are the questions the customer is asked regarding the ACE survey? - Answer: - Rep
satisfaction
- WTR
- Wait time
- Comment section
What is the minimal WTR goal for all locations? - Answer: 81%
How long after the customer leaves the store are they contracted with the ACE survey? -
Answer: 24 hours
Comprehensive Questions
(Frequently Tested) with
Verified Answers Graded A+
5 key behaviors - Answer: -Warm welcome
-Undivided attention
-Use customers name
- I can help you with that
- Appreciate
What is culture - Answer: Lead, coach, and inspire
What is the DNA - Answer: Gratitude, Compassion, and Faith
What does WTR stand for - Answer: Willingness to recommend
6 steps to the AT&T Promise - Answer: - Warmly welcome
- Uncover needs
- Personalize solutions
- Gain agreement
- Throughly educate
, - Sincerely thank
What is a vendor deposit - Answer: Activation Deposit
What do you process using TIO? - Answer: Cash bill pays (wireless and wireline)
What system do we use to take a TIO bill payment - Answer: RQ4
True or False: Benefits kick in after 90 days? - Answer: True
What are the four AT&T advantages - Answer: - Nations best data network
- Great value
- Some of the best devices and most innovative solutions
- AT&T ranks highest
What does ACE stand for? - Answer: AT&T Customer Experience
What are the questions the customer is asked regarding the ACE survey? - Answer: - Rep
satisfaction
- WTR
- Wait time
- Comment section
What is the minimal WTR goal for all locations? - Answer: 81%
How long after the customer leaves the store are they contracted with the ACE survey? -
Answer: 24 hours
