What should your monthly target percentage be for NRS?
What is 57%
100
What tool is used in Retention only and is used in Clarify?
What is the Save Tool
100
Notification by Text or email is known as..
What is PCN
100
How would keep the MSVP discounting when upgrading a customer?
What is Offer the NEXT
100
What type of attitude should a rep maintain throughout the call?
What is "I can help you with that"
200
what statment is used when a customer expresses dissatisfaction?
What is "AER"
200
What does the acronymn ANSR stand for?
What is Audited Net Save Rate
200
What checks invoice balance, late payments recieved, next bill due date?
What is "Star BAL" (*225#)
200
what enhanced offer is less than 10gb of data and allows a $25 MSV discount?
What is the 7GB plan
200
Welcome, Listen to Own, Resolve & Offer, Anticipate Needs, Thank & Close are also known as...
What What are the "Five Key Behaviors"
300
65% or higher on NRS qualifies for this incentive by the month's end..
What is $100 in Award bucks
300
Death, Already Cancelled, Suspended for nonpay are considered to be what kind of call?
What is the Non-Save OP Call
300
Ensures the customer knows what happens next is a part of what behavior?
What is Anticipate Needs
300
What type of upgrade would cause a customer to lose their MSVP discounting?
What is the 2yr Contract Upgrade
300
This serves to guide the actions of our employees consistent with company values....
What is "Code of Business Conduct" (COBC)
400
Scores 9 or 10 are considered as...
What is Net Promoter Score (NPS)
400
The pitch phrase "what has changed that you no longer need your service", "what carrier will you be using, and "what did the carrier offer that it appealed to you", are also known as....
What is the "Three Key Discovery Questions"
400
what is our monthly target goal for 30 Day Repeat?
What is 32%
400
What tool aids in making you the Subject Matter Expert based on customer usage
What is MSCT (Mobile Share Comparison Tool)
400
Deliver the Future first, Build strong Customer relationships, unleash our human capabilities, and operate with integrity and trust is known as...
What is "Our AT&T values"
500
During the Welcome, reps should use a _____, _______, and ______ greeting.
What is "warm, Friendly, genuine"
500
In a customer service context, establishing ________ is crucial. It helps customers to feel relaxed and understood. This is known as...
What is Rapport
500
What service is free of charge and is 24/7?
What is "Star Services"
500
What key behavior demonstrates using your tools to ensure you tailor fit the best solution for the customer?
What is "Resolve & Offer"
500
Our promise statement is...
Our promise to deliver an extraordinary customer experience to every customer every time by consistently following the steps of the AT&T customer service expereince and applying the five key behavior.