Questions and Answers
What does the 'R' in '4 Rs' refer to in the context of Rate of Penetration?
Which of the following are considered advantages? (Select all that apply)
What are the steps in the Retail Experience?
Greet and Approach, Build Value, Offer Solutions, Gain Agreement, Educate, Thank and Depart.
What does CDDAP stand for?
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What are the 5 Key Behaviors to adopt with customers?
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What is the company vision?
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What are the 5 AT&T Customer Rules? (Select all that apply)
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What is AT&T's promise?
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What are the 6 most used features by smartphone users?
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List the 4 Operating Systems mentioned.
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What does 'Always Be Closing' (ABC) represent?
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What does AER stand for?
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Who are the CEOs and Presidents associated with AT&T?
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What are the top products offered by AT&T?
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What does MST stand for?
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Study Notes
4 Rs
- Rate of Penetration: Total number of subscribers.
- Revenue Intensity: Average Revenue per Subscriber (ARPU).
- Return on Operations: Focus on income generation.
- Reputation: Importance of brand perception.
Advantages
- Best Network: Superior connectivity and coverage.
- Greatest Value: Competitive pricing and offerings.
- Best Products: High-quality devices and services.
- Most Convenient: Ease of access and usability.
Retail Experience
- Greet and Approach: Initial customer engagement strategy.
- Build Value: Highlight product benefits and advantages.
- Offer Solutions: Tailor options to meet customer needs.
- Gain Agreement: Secure concurrence from the customer.
- Educate: Inform customers about products and services.
- Thank and Depart: End interactions on a positive note.
Components of a Complete Solution (CDDAP)
- Coverage: Reliable network connectivity.
- Devices: Range of available smartphones and gadgets.
- Data & Home: Broadband and internet services.
- Accessories & Apps: Supplementary products and services.
- Plans: Various pricing and service options.
5 Key Behaviors
- Warm Greeting: Initiate with a friendly approach.
- Personalization: Use the customer's name for connection.
- Undivided Attention: Focus entirely on the customer's needs.
- Positive Attitude: Maintain a helpful and upbeat demeanor.
- Warm Goodbye: Thank customers genuinely as they leave.
Company Vision
- Aim to connect individuals with their world across all locations, promising unmatched service quality.
5 AT&T Customer Rules
- Ownership: Take responsibility and show commitment.
- Responsiveness: Timely replies and delivery of service.
- Integrity: Ensure accurate and reliable service.
- Seamlessness: Enhance customer experience without complications.
- Commitment: Deliver on promises made to customers.
Our Promise
- Commitment to providing exceptional service to every customer, every time.
6 Most Used Features by Smartphone Users
- Social Networking: Engagement on various social media platforms.
- Emails: Frequent communication via email.
- Video: Streaming and sharing video content.
- Music: Consuming audio entertainment.
- Apps: Utilizing mobile applications for various tasks.
- Web: Internet browsing and online activities.
4 Operating Systems
- iOS: Developed by Apple.
- Android: Open source platform by Google.
- Windows: Microsoft’s operating system for devices.
- Blackberry: Legacy mobile operating system.
Always Be Closing (ABC)
- Sales strategy emphasizing persistence while recognizing when to shift focus to new prospects.
AER
- Acknowledge: Recognize customer concerns or needs.
- Emphasize: Highlight the key points that matter.
- Reassure: Provide customers with confidence in their decisions.
CEO and Presidents
- Randall Stephenson: CEO of AT&T.
- Paul Roth: President of RRS.
- Ralph Delavega: President of AT&T Mobility.
Top Products Offered
- Beats: High-end audio equipment.
- Mobile Protection Plan (MPP): Coverage for device damage.
- Mark the Spot: Customer feedback tool for network performance.
- My AT&T: Customer account management app.
- ISIS: Mobile payment application.
MST
- Mobile Share Tool: A tool for managing shared data and plans.
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Description
This quiz explores key concepts in telecom customer engagement, focusing on the 4 Rs: Rate of Penetration, Revenue Intensity, Return on Operations, and Reputation. It also discusses effective retail experiences and components for delivering complete solutions to customers. Test your knowledge on how to enhance customer satisfaction in the telecom sector.
