AT&T 4l Sales Process Quiz

15 Questions | Total Attempts: 262

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AT&T 4l Sales Process Quiz

This quiz will test your knowledge of the 4L sales process


Questions and Answers
  • 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. 

      Schedule a callback

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