AT&T 4l Sales Process Quiz
This quiz will test your knowledge of the 4L sales process
- 1.
What is the first thing you say when answering a phone call?
- A.
“What services are you looking to get set up today?”
- B.
“Under federal privacy law it is your right and our duty to…”
- C.
“Thank you for choosing AT&T, my name is ____...”
- D.
“What prompted your call today?”
Correct Answer
C. “Thank you for choosing AT&T, my name is ____...”Explanation
The correct answer is "Thank you for choosing AT&T, my name is ____..." because it is a polite and professional greeting that acknowledges the caller's choice of AT&T as their service provider and introduces the representative who will be assisting them. It sets a positive tone for the conversation and shows appreciation for the customer's business.Rate this question:
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- 2.
What are some skills and behaviors that are specific to Link, according to the “Be’s and Do’s” sheet? (Check all that apply)
- A.
Adapt to the customer
- B.
Get them to laugh early on
- C.
Ask targeted questions
- D.
Know the sales process
- E.
Empathize with the customer
- F.
Leverage Momentum
- G.
Show enthusiasm for the call
Correct Answer(s)
A. Adapt to the customer
B. Get them to laugh early on
E. Empathize with the customer
G. Show enthusiasm for the callExplanation
According to the "Be's and Do's" sheet, some skills and behaviors that are specific to Link include adapting to the customer, getting them to laugh early on, asking targeted questions, empathizing with the customer, and showing enthusiasm for the call. These skills and behaviors are important for Link to effectively engage with the customer, build rapport, and create a positive customer experience during the call.Rate this question:
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- 3.
What are some of the things you should be doing before getting the customer’s address? (Check all that apply)
- A.
Asking follow-up questions that build rapport and probe for HB^2
- B.
Only getting detailed info such as number of TVs, Channels and Int speeds
- C.
Getting the customer’s story/situation
- D.
Asking if the customer is moving in to a new home or swapping companies
- E.
Grabbing the exact spelling of their name and alt phone number
- F.
Getting exact prices
Correct Answer(s)
A. Asking follow-up questions that build rapport and probe for HB^2
C. Getting the customer’s story/situation
D. Asking if the customer is moving in to a new home or swapping companiesExplanation
Before getting the customer's address, it is important to ask follow-up questions that build rapport and probe for HB^2 (which stands for "Hot Buttons and Hot Buys"). This helps to establish a good relationship with the customer and understand their specific needs and preferences. Additionally, getting the customer's story/situation allows the representative to gather more information about their current situation and tailor their approach accordingly. Asking if the customer is moving in to a new home or swapping companies is also crucial as it helps to determine their specific requirements and offer appropriate solutions.Rate this question:
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- 4.
What are some of the main purposes of Linking? (Check all that apply)
- A.
To build rapport and trust with the customer (people buy from people they like and trust)
- B.
So that customers are less likely to give fake objections
- C.
Only to help us gather more information about customer's needs/wants
- D.
It is one of the best ways to help you Lock at the end of a sale
- E.
It's just a waste of time
Correct Answer(s)
A. To build rapport and trust with the customer (people buy from people they like and trust)
B. So that customers are less likely to give fake objections
D. It is one of the best ways to help you Lock at the end of a saleExplanation
Linking serves several main purposes in sales. Firstly, it helps build rapport and trust with the customer, as people are more likely to buy from someone they like and trust. Secondly, linking can reduce the likelihood of customers giving fake objections, as it allows the salesperson to address any concerns or doubts the customer may have. Lastly, linking is considered one of the best ways to help close a sale successfully, as it connects the customer's needs and wants with the product or service being offered.Rate this question:
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- 5.
In the Learn section, what is Active Listening? (Check all that apply)
- A.
Actively searching for objections to immediately rebuttal against
- B.
Not assuming, but asking follow-up questions to better understand their unique situation
- C.
Trying to solve all the customer's problems
- D.
Letting the customer feel that you understand them
- E.
Restating and clarifying what the customer is trying to express
Correct Answer(s)
B. Not assuming, but asking follow-up questions to better understand their unique situation
D. Letting the customer feel that you understand them
E. Restating and clarifying what the customer is trying to expressExplanation
Active listening is the practice of not assuming but asking follow-up questions to better understand the customer's unique situation. It also involves letting the customer feel understood and restating and clarifying what the customer is trying to express. Actively searching for objections to immediately rebuttal against and trying to solve all the customer's problems are not examples of active listening.Rate this question:
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- 6.
True or False: You should ask the customer how you can help them get set up with service today.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The correct answer is True because asking the customer how you can help them get set up with service today shows proactive and customer-centric behavior. It demonstrates a willingness to assist the customer in a timely manner and ensures that their needs are met promptly. By asking this question, you are actively engaging with the customer and showing a commitment to providing efficient service.Rate this question:
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- 7.
What do you do if the customer wants TV and Internet service, but there is no AT&T service available?
- A.
Say, "Unfortunately I don't have AT&T, but we can do Dish!"
- B.
Give the customer the customer service number to see if they can find out more.
- C.
Because I Learned and Linked well with the customer and about their situation, I can now pitch Geek Squad, Home Security, Dish and counters as the perfect solution for them.
Correct Answer
C. Because I Learned and Linked well with the customer and about their situation, I can now pitch Geek Squad, Home Security, Dish and counters as the perfect solution for them.Explanation
The correct answer suggests that since there is no AT&T service available, the representative can pitch other alternatives such as Geek Squad, Home Security, Dish, and counters to the customer as the perfect solution for their needs. This implies that the representative has understood the customer's situation and preferences and can offer suitable alternatives to fulfill their requirements.Rate this question:
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- 8.
What is the importance of follow-up/sub-questions questions?
- A.
To help get down to the details of the "why's" and finding opportunities to Link more
- B.
To see if they understood the disclosures
- C.
To get the basics of what package will work for the customer
- D.
To clarify questions after the sale has been made
Correct Answer
A. To help get down to the details of the "why's" and finding opportunities to Link moreExplanation
Follow-up/sub-questions are important because they allow the salesperson to delve deeper into the customer's needs and motivations. By asking "why" and probing for more information, the salesperson can better understand the customer's specific requirements and tailor their pitch accordingly. Additionally, follow-up/sub-questions help the salesperson identify potential upselling or cross-selling opportunities by uncovering additional needs or pain points that the customer may not have initially mentioned. This allows the salesperson to provide a more comprehensive solution and potentially increase the value of the sale.Rate this question:
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- 9.
What are some of the best ways to find Hot Buttons and Heart Burns? (Check all that apply)
- A.
Follow-up / Sub-questions
- B.
Open ended questions
- C.
Listening for customer's responses when hearing some of AT&T's best features
- D.
By getting them them lowest price you can, because that's everyone's Hot Button
Correct Answer(s)
A. Follow-up / Sub-questions
B. Open ended questionsExplanation
The best ways to find Hot Buttons and Heart Burns are through follow-up/sub-questions and open-ended questions. By listening to customer's responses when hearing some of AT&T's best features, one can gather valuable information about what aspects of the product or service resonate with them. Open-ended questions allow customers to freely express their thoughts and feelings, providing insight into their hot buttons and heart burns. Simply offering the lowest price may not necessarily uncover these emotional triggers, as different customers may have varying priorities and concerns.Rate this question:
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- 10.
Which of the following is the MOST important thing that will help you close a sale?
- A.
The price of the package
- B.
Leveraging the HB^2 to show the customer how we can solve their problems
- C.
Being the friendly professsional
- D.
Telling the customer about some of the coolest features & apps
Correct Answer
B. Leveraging the HB^2 to show the customer how we can solve their problemsExplanation
Leveraging the HB^2 (Honesty, Believability, and Benefit) to show the customer how we can solve their problems is the most important thing that will help close a sale. By being honest and believable in our approach, we can build trust with the customer and convince them that our product or service can truly solve their problems. This approach focuses on addressing the customer's needs and providing them with the benefits they are seeking, which is crucial in closing a sale.Rate this question:
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- 11.
True or False: Most people buy from a Logical standpoint.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The given statement is "Most people buy from a Logical standpoint." The correct answer is False, which means that most people do not buy from a logical standpoint. This suggests that people's buying decisions are not primarily based on logical reasoning, but rather influenced by other factors such as emotions, personal preferences, social influences, and marketing strategies. People often make purchases based on subjective factors rather than purely logical analysis.Rate this question:
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- 12.
How can you build emotional value in a package? (Check all that apply)
- A.
Use the ammo you found in the Learn section to create solutions for their problems
- B.
Appropriately make the customer feel more of the pain from their Heart Burn
- C.
Get them excited about the benefits they care about
Correct Answer(s)
A. Use the ammo you found in the Learn section to create solutions for their problems
B. Appropriately make the customer feel more of the pain from their Heart Burn
C. Get them excited about the benefits they care aboutExplanation
To build emotional value in a package, one can use the information gathered from the Learn section to create solutions for the customer's problems. This shows that the package understands and addresses their specific needs. Additionally, making the customer feel more of the pain from their Heart Burn can create a sense of empathy and urgency, making them more likely to value the package. Finally, getting them excited about the benefits they care about helps to create a positive emotional connection and reinforces the value of the package.Rate this question:
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- 13.
What is the best way to close a sale?
- A.
Ask if they would like to get it today
- B.
Wait for the customer to decide
- C.
Be assumptive
- D.
Schedule a callback
Correct Answer
C. Be assumptiveExplanation
Being assumptive is the best way to close a sale because it shows confidence and assertiveness. By assuming that the customer wants to make the purchase, it can create a sense of urgency and encourage them to make a decision. This approach also allows the salesperson to take control of the conversation and guide the customer towards completing the sale. By being assumptive, the salesperson can overcome any objections or hesitations the customer may have and increase the chances of successfully closing the sale.Rate this question:
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Current Version
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Mar 20, 2023Quiz Edited by
ProProfs Editorial Team -
Jul 14, 2014Quiz Created by
CLEARLINK
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