Wrong Number Quiz
This quiz is to insure you have a very clear understanding of the wrong number training.
- 1.
When a consumer states " You have the wrong number", What should you do?
- A.
Remain polite, courteous and treat the consumer with RESPECT, make a note in Latitude and move to the next call
- B.
Advise the consumer we will remove the number, and disposition the dialer as wrong number and move on to the next call.
- C.
Advise the consumer we will remove the number only if they send us a letter requesting that we remove the number.
- D.
Remain polite, courteous and treat the consumer with RESPECT, Advise the consumer we will remove the number, disposition the dialer and Latitude as WN (Wrong number) and Remove the phone number from Latitude.
Correct Answer
D. Remain polite, courteous and treat the consumer with RESPECT, Advise the consumer we will remove the number, disposition the dialer and Latitude as WN (Wrong number) and Remove the phone number from Latitude. -
- 2.
When a consumer states " Stop Calling here; I don't know who that is". What should you do?
- A.
Probe to find out why they don't know the person we are asking for
- B.
Remove the number from Latitude and Disposition the Dialer as Talked to Other
- C.
Remain polite, courteous and treat the consumer with RESPECT, Advise the consumer we will remove the number, disposition the dialer and Latitude as WN (Wrong number) and Remove the phone number from Latitude.
- D.
Remain polite, courteous and treat the consumer with RESPECT, but leave the number in latitude, and disposition the dialer as Talked to Other.
Correct Answer
C. Remain polite, courteous and treat the consumer with RESPECT, Advise the consumer we will remove the number, disposition the dialer and Latitude as WN (Wrong number) and Remove the phone number from Latitude. -
- 3.
In the event you make a call and the consumer on the phone states "They Don't live here", but they offer to take a message for the debtor, but they don't ask you to remove their number. What should you do?
- A.
Remain polite, courteous and treat the consumer with RESPECT, Advise the consumer we will remove the number, disposition the dialer and Latitude as WN (Wrong number) and Remove the phone number from Latitude.
- B.
Thank them for taking the message and advise we will call back another time
- C.
Advise them we will notate the message, disposition the call as Talked to Other in the dialer and notate you left a message with a 3rd party, and move on to the next call.
- D.
Notate LM and disposition the dialer as Talked to Other, mark the number as Good.
Correct Answer
A. Remain polite, courteous and treat the consumer with RESPECT, Advise the consumer we will remove the number, disposition the dialer and Latitude as WN (Wrong number) and Remove the phone number from Latitude. -
- 4.
In the event a consumer states "Stop calling here" and Hangs up. What should you do?
- A.
Notate 3rd party hung up and move to the next call
- B.
Notate 3rd party hung up, disposition as Talked to Other and mark the number as Good
- C.
Remain polite, courteous and treat the consumer with RESPECT, Advise the consumer we will remove the number, disposition the dialer and Latitude as WN (Wrong number) and Remove the phone number from Latitude.
- D.
Disposition the Dialer as No Answer, notate No answer and mark the number as Good
Correct Answer
C. Remain polite, courteous and treat the consumer with RESPECT, Advise the consumer we will remove the number, disposition the dialer and Latitude as WN (Wrong number) and Remove the phone number from Latitude. -
- 5.
In the event a consumer answers the phone and states "They aren't here right now", you should?
- A.
Disposition the dialer and Latitude as TW (Talked with Other). Change phone number status from "unknown" to Good.
- B.
Notate No Answer and disposition as No Answer.
- C.
Nothing move on to the next.
- D.
Remain polite, courteous and treat the consumer with RESPECT, Advise the consumer we will remove the number, disposition the dialer and Latitude as WN (Wrong number) and Remove the phone number from Latitude.
Correct Answer
A. Disposition the dialer and Latitude as TW (Talked with Other). Change phone number status from "unknown" to Good. -
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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
-
Jan 27, 2014Quiz Edited by
ProProfs Editorial Team -
Jan 27, 2014Quiz Created by
Yswonger
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