ATT Assessment Exam Questions and

AT&T Assessment Exam Questions and Answers

• Key Behaviors - Answer- 1. Welcome
• Customers name
• Undivided Attention
• I can help you with that (positive attitude)
• Sincerely thank (warm friendly goodbye)

AT&T 6 Experience Pillars (GURCET) - Answer- 1. Greet

• Understand
• Recommend
• Confirm
• Educate
• Thank

VPGA - Answer- Voice Postpaid Gross Add 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) BAN - Answer- Billing account number (unique identifier) FAN - Answer- Foundation account number (business employee discount) AGPO - Answer- Accessory gross profit per Opportunity (accessory sales rate) Opp - Answer- Opportunities, new activation or upgrade

• / 1