How many live channel streams can be active at one time?
Four
*363023
100
What feature allows you to block your phone number from being recognized when making a call?
Caller ID (CID) Blocking (*67)
*117711
100
What is the range of internet speeds?
3mbps to 75mbps
*456432
100
If new wiring is not required, how many receivers can be used as part of a standard installation?
Eight
*280839
100
What is the 4th step in the contact flow?
Discover
200
What are the two package templates customers can choose from?
Standard & All-Included
*453221
200
What is the preferred method for Customer Self Install, where the phone is plugged directly into the Gateway and will result in the customer's phone jacks no longer having a dial tone?
Plug and Play
*178556
200
What's the maximum number of recipients you can place in an email?
100, but only 50 can be the same domain
*449337
200
What happens if a customer attempts a CSI (Customer Self Install) and fails?
A Self-Assist Installation fee is billed
*280839
200
What does AER stand for?
Acknowledge, Empathize, Reassure
300
What other devices can be used to watch U-Verse TV content?
Tablet, Smartphone, Home Computer/PC
300
Can customers set a time with the Do Not Disturb feature?
No, it can only be switched on and off.
*178556
300
By having U-Verse Internet, what does AT&T provide for free to help you stay virus-free?
McAfee Antivirus
*449337
300
When installing bundled service, is each individual service in the bundle charged an activation fee?
No, only one fee is billed
*280839
300
What three steps of the contact flow are the "Service" portion, and which three are the "Sales" portion?
Service - Open, Uncover, Solve
Sales - Discover, Sell/Resell, Close
400
What are three benefits to U-Verse TV?
Fast channel changes, Pause/Rewind/Fast Forward live TV, and HD service
*168554
400
What application is a free download and allows AT&T U-Verse Voice customers to stay on top of their voicemail messages?
AT&T Voicemail Viewer
*176917
400
What is the name of our 12mbps Internet package?
U-Verse Max
*286567
400
If choosing a CSI, when will you receive your equipment?
You receive your equipment 1-2 days prior to your due date.
*449470
400
When is it appropriate to move to the sales portion of the contact flow?
When it's either related to the customer's issue, or when you've resolved their initial concern.
500
What three categories do the U-Verse apps fall under?
Mobile, Enabled, and TV apps
500
What U-Verse voice plan has a starting price of $40 and includes unlimited domestic and international calls?
U-Verse Voice International
*178847
500
What does HSIA stand for?
High Speed Internet Access
*456432
500
New U-Verse TV orders with U-Family or higher are charged how much?
$49 activation fee
*280839
500
Mr. Rogers had to contact us a second time to have a promised credit added to his account. The rep promptly corrected the situation offering empathy, solving the problem, as well as addressed all remaining issues in an efficient manner. Which two customer rules were shown the most in this situation?