1|Page
AT&T Assessment Questions and Answers 100%
Verified UPDATED!!!
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
, 2|Page
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)
AT&T Assessment Questions and Answers 100%
Verified UPDATED!!!
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
, 2|Page
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)
