Knowledge

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AT&T Knowledge Assessment

Test your knowledge on AT&T policies and procedures with our engaging quiz! This quiz is designed for employees to enhance their understanding and readiness in handling customer inquiries effectively.

Participate to:

Assess your knowledge and skills.
Identify areas for improvement.
Stay updated with policy changes.

30 Questions8 MinutesCreated by LearningLion347

When using TSP what number is used, when no account number is present?

The 1800 number

TSP short code

6000312

999-999-9999

What are you to do when the customer hears a noise in the background while working from home?

Ignore it and mute your mic

If there was some unexpected background noise, apologize for the interruption

Say what noise?

Continue as nothing happen

Ask them what noise?

What is the correct Transition statement?

I am going to ask you a few questions to help resolve your need and if there are any discounts or promotions that you are missing out on, I will make sure you get them!

I am going to ask you a few questions to help resolve your need

To better assist you I'm going to ask you a few questions to make sure you are getting the best value and that I provide you the best option to resolve your concern today.

Let me ask you some questions to make sure I understand

If I'm in the TNK market and need my bill to be due on the 21st. What bill cycle code would you use?

Starting in June 2021, the monthly rates are increasing for Mobile Share and retired Unlimited plans

True

False

Our mobile share and retired unlimited plans are increasing, Why this is happening?

5G access

AT&T ActiveArmor mobile security

Mobile hotspot data

Unlimited talk, text, and data in and between the U.S., Mexico and Canada

AT&T's top tier plan includes 4K UHD and unlimited talk, text and high-speed data in 19 Latin American countries.

This rate increase allows AT&T to continue offering customers the great wireless service they expect.

Several employees have recently received text messages stating their ATT schedule has been changed, this is not from AT&T. What should you do?

If a customer calls in due to cancelling the wrong line. What does the customer need to know?

Credit evaluation must be run

Customers must agree to pay balances in full for any other AT&T accounts

If a deposit is required, collect and post the deposit to the account before the account resumes

Numbers usually recycle after 59 days

If a store rep calls in with a customer about a death cancellation. What can they use for verification of the account in store?

Accident report reflecting the account holder is deceased

Account holder's obituary

Death certificate

Accident report reflecting the account holder is deceased

Account holder's obituary (online or physical copy)

Their ID

If the customer is not able to authenticate an account due to Account owner passed away. What two things can the customer do instead?

They dont need to we will cancel the line/account

They can TOBR

The customer can mail in Death certificate

The customer can Fax in the Death certificate

When customer calls in saying they cant make calls while they are at home and want to cancel. What could you offer to help the customer?

What is a cell booster?

AT&T Cell Booster serves as a small 4G LTE cell tower in the home

AT&T Cell Booster serves as a small Microcell to give the customer 5G

AT&T Cell Booster serves as a another form of calling to make customer's services better.

AT&T Cell Booster is not real

Customer is calling in about their trade in promo that they got for christmas on their motorola RAZR. How much is this promo for?

Customer is calling in saying they bought their Samsung s22 on April 28. They were told by a friend they just got the same phone and was offered a promotion. He also wants it. What is this offer and how much?

Customer is calling in saying they bought their Samsung s22 on April 28. Their friend just got the same phone and was offered a promotion. Is this customer eligible for the same promotion?

Customer went into store and added a cell phone line for the new Trade in promotion. That same day they cancelled their old cell phone number are they going to get this promotion?

Customer adds a Ipad under promotion the same day they call in to cancel a cell phone line, will this customer get their promotion?

When should legacy systems be used? (hint) this is in frontline focus.

Unlock and Upgrade

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