MSS Review

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Across
  1. 3. Which tier of our Unlimited Your Way plan includes usage in 20 additional countries aside from the US, Mexico, and Canada?
  2. 5. Where in OPUS do we see all the offers a customer may qualify for?
  3. 7. What feature do we offer customers who are travelling internationally to a covered country?
  4. 9. We pull up all of our tools using the ______ _______.
  5. 13. What knowledge article has info on all of our current equipment promotions and discount information?
  6. 16. To rapidly build a quote for a customer, you can access _____ _____ from MST.
  7. 18. If your customer is employed through Walmart, what program could we consider for our customer to save them money?
  8. 19. An offer for customers who have wireless service and add new Fiber, or have Fiber and start new wireless service, that gives them a discount for having both services.
  9. 21. Anytime we cancel a line due to a customer being _______, we have to submit a case in Customer Central after we process the cancellation.
  10. 24. Every ______ seconds, we need to check back with the customer when we have them on a hold with music.
  11. 26. As a last resort, we can potentially offer to convert a customer's postpaid account to a _______ account to save them from cancelling over costs.
  12. 28. To protect our customers, we use _____ to mask payment info when we are in a WFH role
  13. 30. The _____ ____ has instructions for all kinds of transactions that can be performed in OPUS.
  14. 31. If a customer in the military is being deployed, one option we can offer them is to "cancel" the line and hold the number for up to ______ ____ months max.
  15. 32. If a customer wants to use their AT&T phone with a new carrier, they will have to first _______ their device.
  16. 33. What is the acronym we can use to help come up with questions that spark conversation and uncover needs?
  17. 34. If our customer is active military, a veteran, a nurse/doctor, a teacher, or a first responder, they can potentially qualify for one of our _________ _________.
  18. 38. The _____ _____ _____ has all kinds of plan, feature, and promotion information, as well as helpful tools like Quick Quote.
  19. 39. If a customer does not have Fiber available, you can check if they have _____ _________ ____ available as an alternative.
Down
  1. 1. A good offer should always include the price, product, and the __________.
  2. 2. The customer's 14 day return period is commonly referred to as BRE, which stands for _______ _______ exchange?
  3. 4. What is the name of the insurance features we offer customers to protect their connected devices?
  4. 6. The type of home internet service that uses glass to move data at the speed of light is called _______.
  5. 8. Another AYS commitment; we should avoid stuff like jargon in order to keep things ________.
  6. 10. We use _______ to get help when we aren't sure what our next steps would be.
  7. 11. It's a best practice to always offer _________ _____ at the beginning of your call, just in case you end up talking about other plan options with the customer.
  8. 12. A Transfer of ________ _________ is when we move a number from one AT&T account to another one under a different account holder.
  9. 14. CPNI stands for Customer _______ ________ Information.
  10. 15. Where can we access a virtual simulation of a customer's device type?
  11. 17. We use _____ for any troubleshooting call.
  12. 20. The first At Your Service commitment is the be the ________.
  13. 22. What feature costs $10 and allows customer to trade in their phone to wipe their remaining installment and do an early upgrade?
  14. 23. During the greeting portion of the call, we should _______ with the customer after acknowledging their issue.
  15. 25. What do we call the portion of the call where we advise the customer we will be asking questions to find them the best promos/savings/offers?
  16. 27. One example of how we can offer _________, is to take extra time or effort to research an issue or explain things to the customer.
  17. 29. One way to show the customer that we are here for them, is to make sure we are actively ________.
  18. 35. Unverified callers must verify the number/account they're calling about, the account holder's name, and the account _______
  19. 36. What is one ferret-themed tool we can use to send customers a text message?
  20. 37. What is the tool we use to make changes to a customer's plan, add lines to an account, or process adjustments??