AT&T New Hire Test Questions With Correct 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 What is the first thing you do once you have accessed an account and why is it important? - Answer Tenure. Let's them know we appreciate them.