Questions and Answers
What systems do you clock in through, take payments, and invoice sales?
Sellphone silver
What system do we use to look up customer accounts?
Opus
What are the names of the 2 systems we take cash payments through?
Sellphone silver / Datascape
What time should I be clocked in if I work at 10?
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How much is the cash payment fee for wireless or wired accounts?
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What 2 places can you find AT&T's current promotions?
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What are the 5 key behaviors?
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What are the 6 steps of the retail sales experience?
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What is the tool called that we use to quote rate plans for a wireless customer?
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What unlimited plan gives customers a hotspot and how much data can be used?
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How does the LTE days speed work for the unlimited Extra, Starter, and Unlimited and More Premium (Elite)?
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How much is the standard activation fee for devices purchased on an installment plan or no commitment?
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How much is the standard upgrade fee?
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If 2 devices are on a 3GB Mobile Share Plus plan, does each line receive 3GBs or is that 3GB split between the 2 lines?
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What happens when a customer runs over days on a Mobile Share Plus plan?
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Which Premium Movie Channel comes with Unlimited Elite?
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How does enrolling into paperless and auto-pay affect pricing for the following plans: Unlimited Starter, Unlimited Extra, Unlimited Elite, Mobile Share Plus (single line plan), Mobile Share Plus (multi line plan), DirectTV and Uverse TV?
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How much is it to add the following devices to an Unlimited Plan: 1. Add a smartphone (A. Unlimited Elite, B. Unlimited Starter, C. Unlimited Extra); 2. Add a wearable; 3. Add a tablet with unlimited data?
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How much is it to add the following devices to a Mobile Share Plus plan: 1. Add a smartphone; 2. Add a hotspot; 3. Add a wearable; 4. Add a tablet?
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What system do we use to look up a customer's signature discount?
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What part of the bill does the FAN discount come off of? What rate plan is excluded from almost every FAN discount?
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What are the 3 protection options customers have for their mobile devices? What is the monthly cost for each?
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What are the 2 NEXT plans we offer our customers and what are they?
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At what point on each NEXT plan can the customers trade in to upgrade without paying off the device?
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How many boxes and what featured services are included in our 'all included' packages for DirectTV and Uverse?
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How long is the Uverse contract? How long is the promotional rate good for?
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Study Notes
Systems and Tools
- Sellphone Silver: Used for clocking in, processing payments, and invoicing sales.
- Opus: The system for looking up customer accounts.
- MST: House tool for quoting rate plans for wireless customers and for checking current promotions.
Payment Information
- Cash Payment Fee: A $2 fee is applied for wireless or wired accounts, although it's not charged.
- Activation Fees: Standard fee is $30 for devices purchased on an installment plan or no commitment; also a $30 fee for upgrades.
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Device Additions to Unlimited Plans:
- Unlimited Elite: $50 for a smartphone, $10 for a wearable, $20 for a tablet.
- Unlimited Starter: $40 for a smartphone.
- Unlimited Extra: $45 for a smartphone.
Data Plans and Features
- Mobile Share Plus Plan: Data is split between devices; for example, with two devices on a 3 GB plan, it could be 1.2 GB and 1.8 GB.
- Data Overages: Running over data on a Mobile Share Plus plan results in slowed speeds with rollover.
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Unlimited Plans:
- Extra Plan includes 15GB hotspot data; Elite Plan offers 30GB.
- LTE data management: Extra allows 50GB, Starter offers no high traffic priority, Elite permits 100GB.
Discounts and Customer Engagement
- FAN Discount: Reduces charges on the data component of the bill; unlimited plans are typically ineligible.
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Key Customer Behaviors:
- Warm welcomes, using customer names, providing undivided attention, offering help, and expressing sincere thanks.
- Retail Sales Steps: Greet, Understand, Recommend, Confirm, Educate, and Thank.
Protection Plans
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Device Protection Options with monthly costs:
- Basic: $8.99.
- Full coverage (lost/stolen/damage): $14.99.
- Premier coverage (all devices): $39.99.
NEXT Plans
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NEXT Program Options:
- Standard NEXT: Full cost of phone spread over 30 months;
- NEXT Up: $5 monthly charge for 15 months.
- Upgrade Policy: Customers can trade in for an upgrade after 15 months without fully paying off the device.
DirectTV and Uverse
- Packages Offered: "All included" packages feature a Total Home HD DVR and support for one TV.
- Contract Terms: Uverse contract is 1 year with promotional rates set duration.
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Description
Test your knowledge on AT&T's systems and procedures with these flashcards. From clocking in to customer account lookups, this quiz covers essential training topics for new employees. Perfect for anyone preparing for a role at AT&T!
