Att Quality Quiz
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Assuming the customer has perfect credit.
- 1.What must be read before discussing any pricing or products?
- A.
PCI
- B.
Credit Disclosure
- C.
CPNI
- D.
None of the above
- 2.Which of the following is NOT a recap requirement?
- A.
Break down the first months bill
- B.
Promotion length/Term agreements
- C.
Name of the package
- D.
Number of devices that can connect to the WIFI
- 3.What price should you give first?
- A.
Promotion price
- B.
Regular price
- 4.When is it required of you to perform the recap?
- A.
Before placing the order
- B.
Before the credit check
- C.
After placing the order
- D.
None of the above
- 5.What ALL must be included in the Order Recap?
- A.
Customer information
- B.
Customer information and package information
- C.
Package information
- D.
Address section
- 6.You must ask VERBATIM before placing the order "Do I have permission to place the order?"
- A.
True
- B.
False
- 7.What is NOT required when collecting card information?
- A.
"Read me the name as it appears on the card"
- B.
Verify the length of time the card has been active.
- C.
Billing address TIED to the card.
- D.
Name on the card matches EXACTLY to name on the order
- 8.You are allowed to tell the customer to hang up or that they are 'all good to go' after the disclosure is done playing?
- A.
True
- B.
False
- 9.It is okay to give a NEW customer AT&T customer service phone number, if it helps them.
- A.
True
- B.
False
- 10.It is okay to set up an order under anyone else's name beside the caller without speaking to the person whose name is going on the order.
- A.
True
- B.
False
- 11.You must read the following VERBATIM: CPNI, "Read me the name as it appears on the card", "Do I have permission to place this order?", credit check disclosure.
- A.
True
- B.
False
- 12.You must brand the beginning and end of the call.
- A.
True
- B.
False
- 13.What is the process an order goes through (AFTER it has been submitted) to become completely fulfilled?
- A.
Clearlink, STI, AT&T
- B.
Link, Learn, Lead, Lock
- C.
Clearlink, AT&T
- D.
None of the above
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