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AT&T Sales Interview
Product Descriptions & Interview Questions
| Questionhelps consumers play a | Answer |
|---|---|
| Interviewer Name | Jill Jones |
| Interview Title | Customer Service Assessment |
| Tell me about a time when you solved a problem in a way that particularly pleased a customer. | Alterations Plus: wedding dress was too small the day before. important day for her. checked with the alterationists moved her dress to the front. It was finished about 3 hours before, very happy, very large tip. |
| Suppose a customer called complaining about a product she purchased from your company through the phone. She received the wrong product. How would you handle the situation. | I would be sure that she was able to return the product she received, and receive the product she actually ordered quickly. I'd then ask her if this solved the problem, and if there is anything else I could do to provide her with great service today. |
| Suppose a customer complained about a service she purchased from your company. She was having difficulty with the service. How would you handle this situation?” | |
| Number of wireless customers AT&T serves? | 79.6 million |
| Number of traditional customers AT&T has? | 47 million |
| Number of U-Verse customers? | 1.3 million customers subscribe |
| Number of high speed internet subscribers? | 16.9 million |
| international coverage? | The Best |
| Customer Friendly Policies? | Simplified rate plans, street-level coverage maps, easy-to-use parental controls and a 30-day no-questions-asked return policy |
| AT&T Unity Plan | The AT&T UnitySM plan brings together home, business and wireless calling and enables a calling community of more than 100 million AT&T wireless and wired phone numbers. |
| GoPhone Prepaid Plan | Our GoPhone® prepaid plans offer all the benefits of wireless with the convenience of paying in advance and without term commitments, credit checks or deposits. |
| Rollover minutes | AT&T includes a benefit no other carrier offers — Rollover Minutes. That means that if you don't talk as much one month, we let you keep your unused minutes for next month. |
| AT&T Mobile TV | AT&T Mobile TV with FLO™ is a powerful new mobile television service provides around-the-clock access to some of today's most popular television programs — live and in color on the mobile phone. |
| AT&T Video Share | First service in the U.S. that enables you to share live video over your wireless phone while you're on a voice call. Available across our 3G footprint, Video Share allows you to communicate special or everyday experiences in ways never before possible. |
| MEdia Net | lets you access an array of compelling applications, surf the Internet, buy ringtones and graphics, access and listen to music, check the weather, play games and much, much more. |
| AT&T Mobile Music | offering the largest catalog of songs, the most digital music choices and the best user experience in the industry via instant downloading or via sideloading from popular music subscription services. |
| Our CV, or Cellular Video | Mobile video service lets 3G customers watch video clips of news, sports, weather and entertainment, including HBO Mobile and TV to Go. |
| Mobile Banking | Mobile Banking uses the same security measures as online banking and is remarkably easy to use. With Mobile Banking, you can check your account balances, transfer funds between accounts and pay bills with the push of a button. |
| AT&T Reuse and Recycle | helps consumers play an important role in reducing waste. Through the program, they are invited to bring unwanted wireless phones, accessories and batteries to AT&T-operated stores and participating authorized dealer stores for recycling. |
| Cell Phones for Soldiers | With proceeds from the recycling, the nonprofit organization then purchases prepaid phone cards for military families so that they can stay connected |
| AT&T U-verse TV Features (5) | An extensive HD channel lineup, play back recorded shows on any connected TV in the house,ability to record up to four programs at once using a DVR,remote access to the DVR, Interactive applications , Built-in PIP channel-surfing that works on any TV. |
| AT&T | DIRECTV | Features more than 130 HD channels, exclusive sports programming packages, remote access to the DVR and several interactive features. Customers also enjoy great value with monthly bundle discounts. |
| AT&T High Speed Internet | a leading combination of broadband access, services and content that provides a unique broadband experience, with speed up to 18 Mbps. Unlimited photo and e-mail storage, IM with webcam, Internet radio and a suite of security tools. |
| AT&T High Speed Internet, powered by WildBlue | Residents in most rural and remote areas where our traditional broadband service isn't available. Satellite-based broadband Internet service. This product offers three service packages and broadband speeds starting at up to 1.5 Mbps downstream. |
| AT&T Wi-Fi | access to high speed Internet when you're away from home by using the nation's largest Wi-Fi network*. With AT&T Wi-Fi service, you can stay in touch at more than 20,000 hot spot locations in the United States. Included in many plans. |
| LaptopConnect | With DataConnect for your laptop — you can send and receive email, browse the Internet, and access your corporate intranet while on the go by connecting your laptop to the Internet over the AT&T wireless network. |
| Home Networking | With a wireless gateway or home network, you can take advantage of untethered wireless connections to the Internet from multiple devices all at the same time. All AT&T U-verse High Speed Internet packages include this. |
| AT&T Double, Triple and Quad Pack Options | Wireless services, including the option to joint bill with other local phone services,High speed Internet service, Advanced TV service, Local phone service, as well as domestic and international long distance calling services. |
| Integrated Service Examples | Schedule your DVR from any PC or cell,View a log of incoming calls to your home phone from your TV screen, initiate a call with the click of your remote, Send news stories, links and content from your home page to your cell, browse photos on your TV. |
| Local Service | residential customers can choose from a wide variety of call-management features, including Call Waiting ID, Three Way Calling and voice mail service. With the innovative Privacy Manager® feature, customers can screen unwanted callers. |
| Long Distance | choose from an unlimited domestic calling package and low per-minute rates or block-of-time plans for calls within the U.S. You can select from a variety of international calling plans, low per-minute rates and unlimited calling to select countries. |
| AT&T U-verse Voice | Managed VoIP that is delivered over AT&T's network, unlike many VoIP providers that offer services over the public Internet. This allows U-verse Voice great sound quality and reliability, features that combine with customers' TV, internet and wireless. |
| AT&T HomeManager | Home phone that combines Internet content and popular wireless phone applications with traditional home phone service. Provides access from anywhere in the home to a robust lineup of popular features and content, all from a portable, 7" touch screen. |
| AT&T INTERACTIVE | develops, manages, and delivers online and mobile advertising products across all of AT&T's media platforms, including AT&T's wireless, broadband, and U-verse TV customer base. |
| YELLOWPAGES.COM | leading Internet Yellow Pages and local search site, delivers rich advertiser content under the most intuitive URL in local search. |
| YPmobile apps | allows people to discover, plan, and share local places and events while on-the-go. YPmobile also allows location-based searches and access to reviews. |
| AT&T Advertising Solutions | Composed of a national sales force that is responsible for all AT&T advertising sales including The Real Yellow Pages, YELLOWPAGES.COM, AT&T U-verse TV and other digital products that are developed, managed and delivered by AT&T Interactive. |
| AT&T Directory Assistance | ffers a wide selection of services to help you quickly and conveniently find the listings you need. Our premier, caller-paid 411 service offers local, national and reverse-directory assistance for residential and business listings. |
| In-Home Support Services | Home theater planning & consultation, Custom installation of home theater and TV, TV wall mounting, speaker installation, computer installation and setup, PC repair, Home network installation, Computer and network diagnosis,Remote PC and phone support |
| Tell me about a time you had to access multiple screens of information on a computer, while talking to a customer. | |
| Tell me about a time when a customer said NO to a product you offered and how you turned the no into a yes. | |
| Tell me about a time when a customer did not understand what you were trying to say to them and what you did to make them understand. | s |
| Describe a time when you didn't perform up to your supervisor's expectations. | as |
| Have you ever had to deal with complexity? | d |
| Were there ever any policies that you didn't agree with at work? What did you do about them. | v |
| Questions to ask them? | I asked about the training, the specific position and how long it normally takes for employees to advance in position |
| Tell me about a time that you had a conflict within a team. How did you resolve it and what was your role? | d |
| A customer comes in mad about their new phone, how would you resolve this situation? | f |
| tell me a time you influenced someone | f |
| Was there a time when you had to resolve a conflict? | g |
| Tell me about a time you used your sense of humor to difuse a situation at work? | e |
| What experience do you have in sales? | g |
| Tell me about a time when you persuaded a customer of the quality of a product or service. What was the situation? What techniques did you use to persuade the customer? | s |
| Tell me about a time when you had to use a unique or creative sales approach to overcome a sales objection. | e |
| Describe what you want in the future | w |
| What is your experience in the telecommunications field? | q |
| If you were driving down a freeway and saw a dog walking on the side of the road, what would you do? | a |
Created by:
marissam06