Day 1
It is a tool that uses artificial intelligence to return what you're looking for, faster! One of our main resource
CCKM
A took that is designed to be a highly useful quick reference guide. It’s primary purpose is to provide quick and easy access to the information you will need while working with a customer to find their perfect personalized solution!
The Mobile Sales Tool or MST
A tool that lets you assist customers by sending them self-help articles for the topics they’re calling about.
Solution Sender Tool
Using this bill
https://tu-initial-training.att.com/tu/BillSamples/UYW/Wireless%20Mobile%20Share%20Value%20w%20Overage%20112420.pdf
How much is the discount for access?
$15.00
Using the bill
https://tu-initial-training.att.com/tu/BillSamples/UYW/Wireless%20International%20Day%20Pass%20and%20Usage%20112420.pdf
How much is the charge for the Roaming Call?
$114.00
What can our customers can use make payments, track usage, and manage their AT&T Wireless, DIRECTV (ISM/RC1), AT&T Internet and Phone, U-verse TV, and Home Phone and Internet accounts while at home or on the go, 24/7?
myAT&T
a tool that assists agents with providing an effortless customer experience by providing the tools to manage a call in a single location
Clarify or Mobility Clarify CRM
Customers have the flexibility to choose different unlimited your way plans. What are the 3 different unlimited plan options for our customer?
Unlimited Starter
Unlimited Extra
Unlimited Elite
Customer is purchasing a Samsung Galaxy Z Fold 3 5G 512GB variant with no down payment. What would be the monthly payment on AT&T Installment Plan and AT&T Installment Plan with Next Up?
No Commit Retail$1,899.99
Installment w/ Next Up$57.78/mo
Installment$52.78/mo
What is the latest BOGO offer?
Apple Watch BOGO
See CCKM (National Promotions) or MST
In myAT&T App, what menu option that let our customer Locate Retail sales locations? (30 secs)
Store Locations & Appointments
(CCKM: myAT&T Hub)
What is your quick reference guide to key Mobility account elements
Snapshot
If customers have the Next Up, what makes customer to qualify for an early upgrade?
36 month installment plan: within month 1-17 of their active installments can pay up to month 18 (50%) of their installments
What are the benefits only available on the AT&T Unlimited Elite plan?
40GB of Mobile Hotspot data per line & HBO included
How can customer avoid the Payment Convenience Fee?
Enroll to Autopay or Make payments using SSO
The AT&T Culture Model provides four key pillars that define how to connect with each other and customers, enabling you to be At Your Service. What are the four key pillars? (30 secs)
Serve Customer First
Move Faster
Act Boldly
Win as One
Scavenger Hunt: Clarify Needs (60 secs)
What is the best clarify needs for the scenario below
"I went on vacation overseas a month ago, and I just noticed a lot of charges for international usage on my bill."
International Billing
Level 1: Billing
Level 2: Bill Review
Level 3: International Charges
Now use the Mobile Sales Tool to access the Quick Quote tool.
3 phone lines:
$215.00
$140.00 (2 Elite) + $55.00 (1 Starter) + $20.00 (Tablet)
Using this bill
https://tu-initial-training.att.com/tu/BillSamples/UYW/Wireless%20Unlimited%20Your%20Way%20First%20Bill%20w%20Installment%20Plans%20112420.pdf
Including this bill, how many installment months left on phone ending with 1212?
30 months
Using the bill, please explain why customer is being charge of Late Payment
Facilitator's Discretion for Point
See bill cycle (month 10 to month 9) and due date (every 1st of the month)
Scavenger Hunt (30 secs)
What is the CPNI DOC/DOV Verbatim Script?
Under federal privacy law, it is your right and our duty to protect your account information. May I use your information during this call/visit to discuss products offered by AT&T companies? Your decision will not affect your service
We always include the three R’s in account notes. What are those 3 R's?
Reason
Recommendation
Result
AT&T Signature Program Customer Types
IRU - Individual Responsible User
Personally responsible for paying their own device and monthly recurring charges.
CRU - Corporate Responsible User
Employees for whom the employer is financially responsible for paying device and monthly recurring charges.
International Day Pass Feature can be added to all plan including retired or grandfather plan except
AT&T Nation/FamilyTalk plan (Nation 200, Nation 450, Nation 900 & Nation Unlimited)
See CCKM: International Day Pass - Consumer/IRU - Centers
How much is the cost for SIM Card Replacement?
$5.00
(See CCKM AT&T Fees - Hull Centers)