AT&T Training Flashcards
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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?

<p>9:55</p> Signup and view all the answers

How much is the cash payment fee for wireless or wired accounts?

<p>$2 fee but we don't actually charge</p> Signup and view all the answers

What 2 places can you find AT&T's current promotions?

<p>My CSP (National promotions) / MST</p> Signup and view all the answers

What are the 5 key behaviors?

<ol> <li>Warm welcome, 2. Use customer's name, 3. Undivided attention, 4. I can help with that, 5. Sincerely thank/walk to door</li> </ol> Signup and view all the answers

What are the 6 steps of the retail sales experience?

<ol> <li>Greet, 2. Understand, 3. Recommend, 4. Confirm, 5. Educate, 6. Thank</li> </ol> Signup and view all the answers

What is the tool called that we use to quote rate plans for a wireless customer?

<p>MST (Rate plan calculator)</p> Signup and view all the answers

What unlimited plan gives customers a hotspot and how much data can be used?

<p>The Extra plan (15GB) / The Elite Plan (30GB)</p> Signup and view all the answers

How does the LTE days speed work for the unlimited Extra, Starter, and Unlimited and More Premium (Elite)?

<p>Extra: 50GB of 4G before it's not good in high traffic; Starter: not good in high traffic; Elite: 100GB of 4G before it's not good in high traffic</p> Signup and view all the answers

How much is the standard activation fee for devices purchased on an installment plan or no commitment?

<p>$30 fee / $30 upgrade</p> Signup and view all the answers

How much is the standard upgrade fee?

<p>$30</p> Signup and view all the answers

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?

<p>It is split. Like 1.2 and 1.8, doesn't need to be 1.5 each</p> Signup and view all the answers

What happens when a customer runs over days on a Mobile Share Plus plan?

<p>It slows down / also a rollover</p> Signup and view all the answers

Which Premium Movie Channel comes with Unlimited Elite?

<p>HBO</p> Signup and view all the answers

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?

<p>Unlimited Starter - $10 per line; Unlimited Extra - $10 per line; Unlimited Elite - $10 per line; Mobile Share Plus (single line plan) - $10; Mobile Share Plus (multi line plan) - $20; DirectTV and Uverse TV - $5</p> Signup and view all the answers

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?

<ol> <li>Add a smartphone: A. Unlimited Elite - $50, B. Unlimited Starter - $40, C. Unlimited Extra - $45; 2. Add a wearable - $10; 3. Add a tablet with unlimited data - $20</li> </ol> Signup and view all the answers

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?

<ol> <li>Add a Smartphone - $20; 2. Add a Hotspot - $20; 3. Add a Wearable - $10; 4. Add a Tablet - $10</li> </ol> Signup and view all the answers

What system do we use to look up a customer's signature discount?

<p>Fast</p> Signup and view all the answers

What part of the bill does the FAN discount come off of? What rate plan is excluded from almost every FAN discount?

<p>Data / Talk / Text fee; Not eligible for unlimited plans</p> Signup and view all the answers

What are the 3 protection options customers have for their mobile devices? What is the monthly cost for each?

<p>A. $8.99; B. $14.99: lost / stolen / damage / water broken / unlimited free battery replacement; C. $39.99: lost / stolen / damage / water broken / unlimited free battery replacement - this is for all phones on the plan</p> Signup and view all the answers

What are the 2 NEXT plans we offer our customers and what are they?

<ol> <li>Next - full cost of phone interest free (30 months); 2. Next Up - $5 monthly uncharged (15 months)</li> </ol> Signup and view all the answers

At what point on each NEXT plan can the customers trade in to upgrade without paying off the device?

<p>15 months</p> Signup and view all the answers

How many boxes and what featured services are included in our 'all included' packages for DirectTV and Uverse?

<p>Total home HD DVR 1 TV</p> Signup and view all the answers

How long is the Uverse contract? How long is the promotional rate good for?

<ol> <li>Contract - 1 year; 2. Promo...</li> </ol> Signup and view all the answers

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.
  • 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.
  • 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.
  • 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

  • Device Protection Options with monthly costs:
    • Basic: $8.99.
    • Full coverage (lost/stolen/damage): $14.99.
    • Premier coverage (all devices): $39.99.

NEXT Plans

  • 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!

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