Information that should only be viewed when necessary
What is masked information OR SPI?
100
Used to gain access to order track
What is a global login?
100
Abbreviated as KPI
What is key performance indicators?
200
Procedure where one must utilize CASweb
What is Pending – Verid Credit Check?
200
Additional piece of information needed when searching by a customer's name
What is the order location code K004?
200
Information added to ICT on every call
What is call source, call resolution, and notes?
200
25
What is minimum requirement for inventory in ONE warehouse?
200
14 days
What is how long we support an order, honor price drop, and allow exchanges?
300
Make it Seamless, Do it Right, Meet Our Commitments, Take Ownership and Show We Care, Be Responsive and Deliver, and Sales
What is AT&T Customer Rules OR Quality Highbars?
300
Order for line items for 2 devices and an accessory
What is Phone / SIM / Phone / SIM / Accessory / Collateral / Collateral / Shipping?
300
Used to run credit cards again (new or existing information)
What is the order equipment button?
300
Process for locating IMEI in OT
What is clicking on invoice number?
300
6 valid hold reasons
What is consult floor support, check my resources, contact another department, place test calls, contact a supervisor, contact credit and activations?
400
Information that must be provided to the customer upon a buyer’s remorse return of a S6 where they have the return label
What is “Simply follow the instructions that are included in the Quickstart guide that was included…AND…I do need to advise you that there is a $35 restocking fee…”?
400
External order source and number
What is EST – Consumer eStore and order number from Order Manager?
400
Where one would update activity
What is the order history tab?
400
Procedure if the customer would like to return a device, but does not have their invoice
What is click on invoice number then click email invoice?
400
All of the ways to verify a customer
What is Prepaid / Accessory – Full Payment name and address / Postpaid – billing name and last four of SOCIAL SECURITY NUMBER UNLESS there is a PIN?
500
Customer type that cannot change a shipping address
What is an iPhone customer?
500
Information filled out on the additional line attributes screen
What are Line BAN / Line CTN / Line BAN Market / Installment Total Financed / Installment Amount / Installment Terms?
500
Notes are recorded here when there is no order found
What is start call not tied to order?
500
Procedure used to determine if a customer has exchanged a defective device before
What is search by CTN to check for multiple exchanges?
500
Think quality! 15 points
What is how many points you lose for not meeting quality for a month?