NEW 1st Knowledge Check

How can you demonstrate "I can help you with that" attitude on the phone?

• Asking the customer´s name and use it through the call

• Using the right tone of voice, choice of words, smiling and providing reassurance to the customer.

• Always sounding confident and using active listening to avoid customer repeat.

What is the difference between a FTI and a CSI order type?

• With FTI customer get the AT&T fiber install with a technician visit and CSI means the customer will need to install his service by his own.

• CSI means customer will be free of charge

• With FTI customer will receive a technician to install services but CSI customer needs to call AT&T to guide them through the process.

What color is the wire that connects the RG to the wall outlet when they have AT&T Fiber?

• The wire is green and it goes from the back of the RG to the AT&T wall jack.

• It is a red Ethernet cord that goes from the back of the RG up to the ONT box mounted on the wall.

What type of probing questions can you ask to determine if the customer has U-verse or AT&T TV?

• Mr. Customer, does your remote control have Google Assistance?

• What is the color of your remote control?

• How many digits does your account number have?

• Did you get an AT&T router along with your boxes?

Why is it important to know about the indicator lights status on the RG when going through a troubleshooting process?

• The indicator light will help you to diagnose the problem, the light color and status will provide you useful information to isolate the problem and provide a personalized solution in a timely manner.

• Beacuse we need to know if the RG is connected to the power outlet and if it is a more sophisticated equipment.

• A and B are incorrect

Why is it important to demonstrate an "I can help you with that" attitude from the beginning if the call?

• To create a memorable and effortless experience for the customer and therefore get a positive feedback on the survey.

• The purpose is to provide the customer an extraordinary first impression in the call and this will help to build trust and confidence.

• To set the tone for the whole interaction and create a friendly environment that makes the customer feel comfortable and appreciated by AT&T.

• All of the above.

What type of phrases we need to avoid to not have have a negative interaction with the customer?

• Sorry for the delay, our computers are running slow.

• Feel free to call us back if you have another question along the way.

• Oh! I m sorry is my first day taking calls, please be patient with me.

• All of the above.

What are good examples of a CPP Violation?

• Failing to call customer back when a follow up was offered.

• Failing to call customer back after the call gets disconnected.

• Agents exceeding 4 minutes of hold or dead air.

• All of the above.

What is the Highest Internet speed offered by U-verse?

What is a Bundle?

• A package that offers the best services.

• A special offer for customer to get the cheapest price without a contract.

• A collection of products that may bundled together for a discount price point.