Conn's Training: Trivia Questions Quiz On Customer Service!

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Conn's Training: Trivia Questions Quiz on Customer Service! In the world of business today, a lot of businesses are emphasizing having good customer service than looking at the price they charge clients, and this strategy has been productive in creating customer loyalty so far. Do take this quiz and get to review what you learned from your training on customer service.


Questions and Answers
  • 1. 
    True or false: It is okay to ask a neighbor to take a message and give it to the customer.
    • A. 

      True

    • B. 

      False

  • 2. 
    While viewing the payment history in Latitude, you can determine the method (check, debit/credit card) that the customer has used for previous transactions even if the payment was made at a store location.
    • A. 

      True

    • B. 

      False

  • 3. 
    Conn's was founded in 1890.
    • A. 

      True

    • B. 

      False

  • 4. 
    Which of the following is NOT insurance that Conn's offers to their customers?
    • A. 

      Property

    • B. 

      Involuntary Unemployment Insurance

    • C. 

      Voluntary Unemployment Insurance

  • 5. 
    We are able to release account information to whoever is named on the signed Power of Attorney since the Debtor or spouse has given us once Legal has noted their approval.
    • A. 

      True

    • B. 

      False

  • 6. 
    Which is a requirement on Cash Options?
    • A. 

      Minimum monthly payments must be made on time and every month no later than the 10th day after the due date.

    • B. 

      A Cash Option must be paid in full by the expiration date no later than the 10th day after the due date.

    • C. 

      Insurance must be paid

    • D. 

      All of the above.

  • 7. 
    The mission of Conn's collector is to bring all accounts current with dignity and respect so that the customer will continue to shop with Conn's.
    • A. 

      True

    • B. 

      False

  • 8. 
    If a customer states that their spouse was awarded the merchandise in their divorce, it is policy to educate them that the divorce decree does not override our contract.
    • A. 

      True

    • B. 

      False

  • 9. 
    You can offer a two payment update on accounts that are 60 days or more delinquent.
    • A. 

      True

    • B. 

      False

  • 10. 
    • A. 

      True

    • B. 

      False

  • 11. 
    Before offering Reage Options to the customer, you should always ask for "amount due this month" (past due/current month's bill) first.
    • A. 

      True

    • B. 

      False

  • 12. 
    Which statement below correctly identifies how you would overcome a service issue payment objection?
    • A. 

      Have the customer call Help Desk and pay when fixed

    • B. 

      T/O the call as soon as the customer states it is a service issue.

    • C. 

      Explain that the monthly payment amount covers the warranty fee and request payment

  • 13. 
    A customer has a 10-day "grace period" after their payment is due.
    • A. 

      True

    • B. 

      False

  • 14. 
    An example of a proper greeting for an inbound call is: "Hi John, thank you for calling me back..."
    • A. 

      True

    • B. 

      False

  • 15. 
    What must a customer sign prior to a voluntarily surrender of merchandise pick-up?
    • A. 

      Return of Merchandise (ROM)

    • B. 

      Contract

    • C. 

      Refinance document

  • 16. 
    John Smith became ill which caused an influx in medical bills.  His Conn's account is 5 months past due in the amount of $675.35  His balance is $3250.00 and is at the original 24 month term.  The monthly payments are $130.00.  He is currently employed and earning a pay check once a week.  His house is located at 4231 Canary Street, Baton Rouge, Louisiana in which he has a mortgage with Chase bank.  He has stated that he can begin making his monthly payments on a regular basis starting this month.  He cannot afford the total past due but can pay up to $140.00.  What is the best payment option for him?
    • A. 

      Settlement

    • B. 

      Hardship Reage

    • C. 

      Two Payment Update

    • D. 

      Payment plus extensions

  • 17. 
    The "Collateral Description and Notes" window within Latitude provides the following information.  Select the most applicable answer.
    • A. 

      Days past due/collateral description/customer past due amount

    • B. 

      Store number/invoice number/previous account number/COP information

    • C. 

      Customer's primary phone number/customer's account number/loan balance

  • 18. 
    Verifying "account demographics" involves having the customer validate and update their phone numbers, address and place of employment.
    • A. 

      True

    • B. 

      False

  • 19. 
    Define the term "T/O".
    • A. 

      Time Out

    • B. 

      Turn Over

    • C. 

      Talk Over

  • 20. 
    What is the final step of the 6-Step call pattern.
    • A. 

      Close the call

    • B. 

      Negotiate will

    • C. 

      State the purpose of the call

  • 21. 
    Upon receiving an inbound call, you will click on the "more info" feature to view/confirm the last four digits of the customer's social security.
    • A. 

      True

    • B. 

      False

  • 22. 
    Conn's is considered a secured creditor.
    • A. 

      True

    • B. 

      False

  • 23. 
    • A. 

      When the customer states that they are represented by an attorney.

    • B. 

      When the customer specifically requests a manager.

    • C. 

      All of the above

  • 24. 
    To determine if the customer is also an employee, you must click on the "Miscellaneous Extra Data" feature.
    • A. 

      True

    • B. 

      False

  • 25. 
    A T/O is when you turn over a call before the customer disconnects or does not provide willingness or ability to make the payment?
    • A. 

      True

    • B. 

      False

  • 26. 
    What pertinent information does the Collection panel within Latitude provide?
    • A. 

      Loan origination date

    • B. 

      Loan balance

    • C. 

      How many DPD the account is

    • D. 

      All of the above

  • 27. 
    Of the 4 items below, what is needed to complete a Two Payment Update offer?
    • A. 

      Verbal proof of income

    • B. 

      Verbal proof of residence

    • C. 

      Two consecutive monthly payments

    • D. 

      All of the above

  • 28. 
    • A. 

      True

    • B. 

      False

  • 29. 
    A collector should always use the _______ approach when making an outbound call or taking inbound call.
    • A. 

      Sales

    • B. 

      Aggressive

    • C. 

      Assumptive

  • 30. 
    John Doe, from Beaumont, TX, owes $455.00 on the account which is past due for this month and last month.  The full balance on the account is $4,490.00 and the late fees are $10.00.  The customer is having severe financial difficulties and cannot pay.  After negotiating with the customer, you have decided to give him a 2 month extension.  How much will he pay today (including the processing fee)?
    • A. 

      $147.70

    • B. 

      $144.70

    • C. 

      $134.70

  • 31. 
    What application do you use to submit a check, debit or credit card payment for a Conn's customer?
    • A. 

      Speed Pay

    • B. 

      E-Pay

    • C. 

      Web Pay

  • 32. 
    Which information does not need to be collected on a promise to pay "PTP" in the store?
    • A. 

      Store location that the customer is going to.

    • B. 

      What time the customer will be in store.

    • C. 

      What Sales Associate that the customer will see in store.

  • 33. 
    How many times can you call a customer back if you feel the call was accidentally disconnected.
    • A. 

      Until they answer

    • B. 

      Once

    • C. 

      Twice

  • 34. 
    • A. 

      True

    • B. 

      False

  • 35. 
    You will T/O the call to a manager or qualified agent when a call with a customer does not result in a PTP and after asking three pursuing questions.
    • A. 

      True

    • B. 

      False

  • 36. 
    What is the definition of a 3rd party?
    • A. 

      Anyone or anything other than the debtor or spouse.

    • B. 

      A neighbor

    • C. 

      Anyone other than the relative

  • 37. 
    The customer, Andrea Ford, is past due for her last 2 months installments.  She bills $115.00 per month.  She also has $7.50 in late fees on the account.  When you called her today at home, you spoke with her husband, Bill, who agreed to pay the 2 past due installments plus this month's installment and the late fees by postdated check.  How much will this check run for (including any processing fees)?
    • A. 

      $355.50

    • B. 

      $348.00

    • C. 

      $240.50

  • 38. 
    The last two digits of an installment account number range from 30-59.
    • A. 

      True

    • B. 

      False

  • 39. 
    In Latitude, you must be on what panel to see the number of customer extensions, merchandise and insurance coverage.
    • A. 

      Payment

    • B. 

      Collections

    • C. 

      Documentation

  • 40. 
    You should never take a payment on a "known" bankruptcy account but rather transfer the caller to a Bankruptcy Specialist.
    • A. 

      True

    • B. 

      False

  • 41. 
    • A. 

      True

    • B. 

      False

  • 42. 
    Revolving accounts CANNOT be charged a $3.00 fee.
    • A. 

      True

    • B. 

      False

  • 43. 
    • A. 

      Would you mind holding for my manager?

    • B. 

      How much can you pay?

    • C. 

      What time can we send OSC (Outside Collections) to pick up your merchandise?

  • 44. 
    Part of the negotiating step of the 6 Step Call Pattern is to identify willingness and ability as well as reason for delinquency?
    • A. 

      True

    • B. 

      False

  • 45. 
    Revolving account numbers range from 60-61.
    • A. 

      True

    • B. 

      False

  • 46. 
    While reviewing the "Other Accounts" tab, you discover the customer has an additional account with an outstanding balance.  Should you attempt to collect on that balance?
    • A. 

      True

    • B. 

      False

  • 47. 
    You can give up to 6 extensions to a refinanced account?
    • A. 

      True

    • B. 

      False

  • 48. 
    For in-store payments, the customer MUST be going to the store within the next 4 days at the latest for you to stamp the PTP.   your PTP follow-up will be no further than 4 days from the current date that you are talking to the customer.
    • A. 

      True

    • B. 

      False