CRM
How do you authenticate in CRM (up to 3 steps)
1. 4 digit pass
2. Security Question
3. Call customer with the CBR
What are the 3 fiber speeds available?
300Mbps, 500Mbps, 1000Mbps
What are the highest U-verse and Directv packages?
U450 and Premier packages
What U-verse TV package is offered to new customers?
None, U-verse TV is not offered to new customers.
What is the name of our current plans?
Unlimited Your Way & 4Gb plan
What does BIBA stand for and what is it for?
Billing Inquiry Billing Adjustment: Everything tied to billing, such as bills and adjustments.
What speed provides free HBO Max and for how long?
1000Mbps and as long as they have internet 1000Mbps.
What is the buyers remorse period, and contract length for DTV?
24 hrs buyers remorse, and 24 months
How many seconds does it take to downlaod a 90 HD min movie on Internet 1000?
7 seconds.
What is the current discount for Teachers?
25%
What are the steps to set up auto-pay and paperless billing
Auto-pay is in Payments>Manage payment profile
Paperless billing, click on the Account ID hyperlink highlighted in blue. Check dropdown on Paper (yes,no).
What 2 speeds are considered a sale if upgraded too?
500Mbps and 1000Mbps
What TV service offers the NFL Sunday Ticket?
Directv
What is the foot lady's name?
Lisa
What is the current trade in offer for the Samsung S21 5G and tthe S21 Ultra 5G?
$800 off with a trade-in worth $95+ or $350 off with a trade-in worth $35 - $94.99!
What are the steps to cancel only one service when the customer has multiple U-verse products?
Ordering>Change>Remove (in Negotiation screen).
What is the data cap for standalone 50 Mbps?
1024Gb
What premium packages do Directv customer get during their first year?
3 months of premium channels and NFL Sunday ticket Max (must be on Choice or above).
What are your Metrics (key performance indicators)?
VOC, Disconnects, Sales, Transfers & AHT
What plan provided the highest hot spot and how much hot spot is provided?
Elite>40Gb
Bonus Question!! How many licks does it take to get to the center of a tootsie pop?
The world may never know (will also take 3).
What is Smart Wi-Fi for android?
The app manages Wi-Fi connections by remembering the locations of successful connections. With this added intelligence, AT&T Smart Wi-Fi decreases the amount of scanning and the battery impact of leaving Wi-Fi on at all times.
What are the HD recording capacities for the Genie and the Genie 2?
Genie is 200 hours of HD
Genie 2 is 400 hours of HD
How do you authenticate for Telegence?
Mobility CRM Clarify
What are the steps to cancel a pending order on Telegence?
5. Profile>Future Requests