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?”
- 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
- 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
- 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
- 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
- 6.True or False: You should ask the customer how you can help them get set up with service today.
- A.
True
- B.
False
- 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.
- 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
- 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
- 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
- 11.True or False: Most people buy from a Logical standpoint.
- A.
True
- B.
False
- 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
- 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.
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