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

48 Questions | Total Attempts: 100

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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. 
    When a customer notifies you that they are filing bankruptcy, one of the 4 pieces of information to notate is the attorney's phone number.
    • 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. 
    When should you T/O the call to a manager?
    • 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