ATT Test 3 Questions and Answers 2026: Free Practice & Prep Guide, Exams
of Knowledge Management
5 Key Behaviors - ANSWER1. 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) - ANSWER1. Greet
2. Understand
3. Recommend
4. Confirm
5. Educate
6. Thank
VPGA - ANSWERVoice Postpaid Gross Add
Prepaid Accounts - ANSWEROPUS and RQ4 must be used simultaneously
, Post Paid Accounts - ANSWERJust OPUS, or if it is RQ4, it had to be paid in
cash
BYOD - ANSWERBring Your Own Device (customer supplies phone)
PRPO - ANSWERProtection per Opportunity (insurance attach rate)
CSAT - ANSWERCustomer Satisfaction (Post-Sale review)
SP - ANSWERSole Proprietor
CRU - ANSWERCorporate Responsibility User (business account)
IRU - ANSWERIndividual Responsibility User (consumer with employer
discount)
BAN - ANSWERBilling account number (unique identifier)
FAN - ANSWERFoundation account number (business employee discount)
AGPO - ANSWERAccessory gross profit per Opportunity (accessory sales rate)
Opp - ANSWEROpportunities, new activation or upgrade
GP - ANSWERGross Profit
of Knowledge Management
5 Key Behaviors - ANSWER1. 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) - ANSWER1. Greet
2. Understand
3. Recommend
4. Confirm
5. Educate
6. Thank
VPGA - ANSWERVoice Postpaid Gross Add
Prepaid Accounts - ANSWEROPUS and RQ4 must be used simultaneously
, Post Paid Accounts - ANSWERJust OPUS, or if it is RQ4, it had to be paid in
cash
BYOD - ANSWERBring Your Own Device (customer supplies phone)
PRPO - ANSWERProtection per Opportunity (insurance attach rate)
CSAT - ANSWERCustomer Satisfaction (Post-Sale review)
SP - ANSWERSole Proprietor
CRU - ANSWERCorporate Responsibility User (business account)
IRU - ANSWERIndividual Responsibility User (consumer with employer
discount)
BAN - ANSWERBilling account number (unique identifier)
FAN - ANSWERFoundation account number (business employee discount)
AGPO - ANSWERAccessory gross profit per Opportunity (accessory sales rate)
Opp - ANSWEROpportunities, new activation or upgrade
GP - ANSWERGross Profit
