Sales/Features
My customer doesn't have the phone with them to get give the IMEI for an new line. Can I just put whatever?
No, the customer must provide you with the device info.
My customer cannot access the internet. Can I just accept terms and conditions on their behalf?
No, we cannot accept the terms and conditions for a customer under any circumstance
If it's to close a sale, I can tell a customer to call back to get an activation fee waived. True/False?
False, activation fees are valid unless there is a fan attached that waives them.
Quick quote states that it is only $15 to AAL to my customers account but opus is showing it to be $30. Which price do i tell my customer?
As long as the info is correct, the quick quote price will be the accurate pricing.
You add a line just to give the customer extra hotspot data but the customer has internet available. Is this an integrity violation?
Yes, we need to explore other options for home internet usage.
Customer has international calling charges but claims they did not make them. Can i tell them what country thay called?
No, we must direct them to the myatt app for any calling information they are requesting.
Customer calls in requesting a credit for a valid charge. They also want to add a line. Should we credit the charge since they are willing to AAL?
No, we sustain all valid charges.
I promised to remove insurance but forgot and the call ended. What do i do next?
Inform your manager that you had forgotten. Do not access the account and make the changes.
Customer has the ATT Passport feature. Should I remove this since it is no longer supported?
No, we cannot make any account changes without the customers consent.
Customer is having trouble filling out an insurance claim online. Can i fill this out for them?
No, this is insurance fraud
For a customer to get the BYOD Port credit, you have to make sure you do what during the order?
Select the offer in Top Offers. Otherwise it does not apply automatically.
The account holder's spouse is a CNA. You offer the Nurse appreciation offer, you get hit with an integrity violation. Why?
The account must be in the spouses name to qualify for the discount