Mid Assessment Review

Tips to build rapport include: look for opportunites to express empathy

When working with a customer, the goal is to: have a consultative conversation and use an integrated appproach.

When working with a customer, the goal is to: actively listen to the customer's responses

____ is a sales tool that provides access to information about products, services, rate plan calculator, and promotions.

Keyword searches are the best way to find information in Knowledge.

Broadband can be offered in AT&T's _____

Tips to build rapport include: use non-threatening and safe topics for initial small talk

Terms and Conditions of service contract components will include: Terms of payment for service

Tips to build rapport include: get straight to business talk

Terms and Conditions of service contract components will include: FAN

During Warmly Welcome, you must verify the account and read the CPNI on every call with no permanent consent yet.

AssistEdge acts like an umbrella over multiple systems and applications used by call center agents.

Terms and Conditions of service contract components will include: Billing types

____ allows you to sort articles relevant to specific article types, markets and categories in Knowledge.

Terms and Conditions of service contract components will include: Rate Plans/Customer rate plans/Features

_____ is a system used throughout the call flow that enables you to verify customers, identify and record customer issue

Tips to build rapport include: listen and look for shared experiences.

When working with a customer, the goal is to: have the customer speak 80% of the time if possible

When working with a customer, the goal is to: ask discovery questions to engage the customer and uncover their needs

Terms and Conditions of service contract components will include: Discounts/Pricing

The Communication Framework is utilized by agents to help uncover customer's needs by asking high value questions.

Sim swap fraud is on the rise. If you suspect fraud, refer the customer to an AT&T retail location

The following can cause proration except for.

Which tab in FaST should you select to determinte if a CRU customer is eligible for a service discount?

Select the current offers for the Unlimted Your Way for Business plans

Tips to build rapport include: Attempt to inject an element of humor.