CPP All Dispo Quiz 1

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CPP Quizzes & Trivia

This is a quiz to test your knowledge of the new CPP DISPO rules. There is a 10 minute time limit for the 50 question quiz. You will be presented with a customer response, call example, or example of when to use a Dispo on each of the questions. You will then need to determine which DISPO type should be used for this response.


Questions and Answers
  • 1. 

    This dispo should be used when you connect to a call and there is no customer response, (Echo shows as active call)

    • A.

      70023 Privacy Manager - TSR

    • B.

      70005 Answering Machine - TSR

    • C.

      70003 Dead air - Reschedule

    • D.

      70017 Wrong Number

    • E.

      70014 Business Number

    Correct Answer
    C. 70003 Dead air - Reschedule
    Explanation
    The correct answer is 70003 Dead air - Reschedule. This disposition should be used when you connect to a call and there is no customer response. Dead air refers to a situation where there is silence or no sound on the call. In this case, the call cannot proceed as there is no interaction with the customer. The agent should reschedule the call and try again at a later time.

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  • 2. 

    Call Scenario: "Hi, we're not here right now. Leave a message." *Automated beep*

    • A.

      70012 Tri-Tone Disconnects / Modem / Fax Line - TSR

    • B.

      70005 Answering Machine - TSR

    • C.

      70023 Privacy Manager - TSR

    • D.

      70003 Dead air - Reschedule

    Correct Answer
    B. 70005 Answering Machine - TSR
    Explanation
    The correct answer is 70005 because the call scenario states that the person is not available and asks the caller to leave a message. This indicates that the call is being directed to an answering machine, which is the correct response for this scenario.

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  • 3. 

    Which Disposition should be used when the call comes through with a disconnect message, modem or fax line?

    • A.

      70012 Tri-Tone Disconnects / Modem / Fax Line - TSR

    • B.

      70005 Answering Machine - TSR

    • C.

      70013 Cell Phone Number

    • D.

      70014 Business Number

    Correct Answer
    A. 70012 Tri-Tone Disconnects / Modem / Fax Line - TSR
    Explanation
    The correct answer is 70012 Tri-Tone Disconnects / Modem / Fax Line - TSR. This disposition should be used when the call comes through with a disconnect message, modem, or fax line. This suggests that the call was not successfully connected or there was an issue with the line, possibly indicating a technical problem. The TSR (Technical Service Representative) should handle this type of call to troubleshoot and resolve any issues related to the tri-tone disconnect, modem, or fax line.

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  • 4. 

    Customer response:  "Please don't call my cell phone."

    • A.

      70051 Live Callback Reschedule-Unspecified - TSR

    • B.

      70014 Business Number

    • C.

      70017 Wrong Number

    • D.

      70013 Cell Phone Number

    • E.

      70800 Early Interupt / Hang Up

    Correct Answer
    D. 70013 Cell Phone Number
    Explanation
    The customer's response "Please don't call my cell phone" indicates that they do not want to be contacted on their cell phone. Therefore, the correct answer is 70013 - Cell Phone Number, as this option identifies the customer's preference for communication.

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  • 5. 

    This dispo will be used when the gatekeeper or customer says "this is a business phone."  If customers name is on extension list, we need to type in the extension.

    • A.

      70017 Wrong Number

    • B.

      70023 Privacy Manager - TSR

    • C.

      70014 Business Number

    • D.

      70042 Manager Verify Information

    Correct Answer
    C. 70014 Business Number
    Explanation
    This answer suggests that the correct dispo for when the gatekeeper or customer says "this is a business phone" is 70014 - Business Number. This implies that when the customer's name is on the extension list, the agent needs to type in the extension.

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  • 6. 

    Which Disposition is used when we call a number and the recepient of the call says "You have the wrong number", "I don't know this person"   Not to be used if the person says "Don't call here again, this is not Joe's number."

    • A.

      71847 WN-Wrong Number DNC

    • B.

      70017 Wrong Number

    • C.

      71050 Decision Maker requested callback

    • D.

      71837 Automated MSG-DNC Remove from list

    Correct Answer
    B. 70017 Wrong Number
    Explanation
    The correct answer is 70017 "Wrong Number". This disposition is used when the recipient of the call states that the number dialed is incorrect or that they do not know the person being asked for. It is important to note that this disposition should not be used if the person explicitly requests not to be called again.

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  • 7. 

     Customer Response: "This is the wrong number, take me off your list"

    • A.

      71847 WN-Wrong Number DNC

    • B.

      70017 Wrong Number

    • C.

      71843 NI-Generic Don't Call

    • D.

      71881 DNC-Put on DNC List

    • E.

      71844 NI-Gatekeeper Don't Call

    Correct Answer
    A. 71847 WN-Wrong Number DNC
    Explanation
    Even though we verify we are speaking with the customer by using the word "me" the rule for this is to Dispo as Wrong Number DNC when they say it is the wrong number.

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  • 8. 

    Call Scenario: We connect to an automated response that says the customer "does not accept calls from these types of numbers."

    • A.

      71041 Silent Hang up

    • B.

      70012 Tri-Tone Disconnects / Modem / Fax Line - TSR

    • C.

      70017 Wrong Number

    • D.

      70023 Privacy Manager - TSR

    Correct Answer
    D. 70023 Privacy Manager - TSR
    Explanation
    The correct answer is 70023 Privacy Manager - TSR. This is because the automated response states that the customer does not accept calls from these types of numbers, which indicates that their privacy manager feature is enabled.

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  • 9. 

    Which is the correct Disposition to use when we hear a privacy manager message requesting a DNC.

    • A.

      71847 WN-Wrong Number DNC

    • B.

      70023 Privacy Manager - TSR

    • C.

      71837 Automated MSG-DNC Remove from list

    • D.

      70017 Wrong Number

    Correct Answer
    C. 71837 Automated MSG-DNC Remove from list
    Explanation
    The correct disposition to use when we hear a privacy manager message requesting a DNC is 71837 - Automated MSG-DNC Remove from list. This disposition indicates that the caller wants their number to be removed from the list and not contacted again.

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  • 10. 

    Which Disposition is correct to use when the customer has passed away?

    • A.

      70017 Wrong Number

    • B.

      70032 Deceased

    • C.

      70014 Business Number

    • D.

      70005 Answering Machine - TSR

    Correct Answer
    B. 70032 Deceased
    Explanation
    The correct disposition to use when the customer has passed away is 70032 - Deceased. This disposition indicates that the customer is no longer alive and therefore cannot continue with any further interactions or transactions.

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  • 11. 

    Which disposition is used for - Unknown language, elderly, incoherent customers?

    • A.

      70023 Privacy Manager - TSR

    • B.

      70033 Language Barrier - Spanish

    • C.

      70017 Wrong Number

    • D.

      70034 Language Barrier - Not Specified

    Correct Answer
    D. 70034 Language Barrier - Not Specified
    Explanation
    The correct answer is 70034 Language Barrier - Not Specified. This disposition is used for customers who are unable to communicate effectively due to a language barrier, but the specific language is not known or specified. It is suitable for situations where the customer may be elderly and incoherent, making it difficult to understand their language.

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  • 12. 

    Call Scenario: Caller says "I don't speak English" and is speaking Spanish.

    • A.

      70034 Language Barrier - Not Specified

    • B.

      70033 Language Barrier - Spanish

    • C.

      70042 Manager Verify Information

    • D.

      A and B

    Correct Answer
    B. 70033 Language Barrier - Spanish
    Explanation
    The correct answer is 70033 Language Barrier - Spanish. This is because the caller states that they don't speak English and are speaking Spanish, indicating a language barrier. The option 70033 specifically addresses the language barrier in Spanish, making it the most appropriate choice in this scenario.

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  • 13. 

    This disposition notifies management that you would like them to review the call.  Manual disposition based on call experience.  Manager would redisposition after listening to the call.

    • A.

      70043 Script Problems

    • B.

      70042 Manager Verify Information

    • C.

      70051 Live Callback Reschedule-Unspecified - TSR

    • D.

      70050 Live Callback Reschedule-Specified - TSR

    Correct Answer
    B. 70042 Manager Verify Information
    Explanation
    The correct answer is 70042 "Manager Verify Information" because this disposition is used to notify management that the agent would like them to review the call. It suggests that there may be a need for further verification or clarification of the information provided during the call. The agent manually selects this disposition based on their experience with the call, and the manager would then listen to the call and potentially re-disposition it based on their assessment.

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  • 14. 

    This specific Disposition will be reviewed by Amy Paz on a daily basis and is only used when there is something affecting the calls often because of ECHO issue. (We need to sit down and define this one more)

    • A.

      70029 Spec Callback - 4 Hours

    • B.

      70043 Script Problems

    • C.

      70042 Manager Verify Information

    • D.

      70800 Early Interupt / Hang Up

    Correct Answer
    B. 70043 Script Problems
    Explanation
    The correct answer is 70043 - Script Problems. This is because the given disposition is used when there is something affecting the calls often because of an ECHO issue. The other dispositions listed do not specifically address script problems or issues related to ECHO.

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  • 15. 

    Used when the customer states specific date/time to be called back.  Time should be entered in military time, MST.  Scripting was added to prompt for specific call back time.

    • A.

      70050 Live Callback Reschedule-Specified - TSR

    • B.

      70051 Live Callback Reschedule-Unspecified - TSR

    • C.

      70053 Reschedule - Morning

    • D.

      70005 Answering Machine - TSR

    Correct Answer
    A. 70050 Live Callback Reschedule-Specified - TSR
    Explanation
    The correct answer is 70050 Live Callback Reschedule-Specified - TSR because this option is used when the customer provides a specific date and time to be called back. The time should be entered in military time, MST. The scripting was added to prompt for the specific call back time.

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  • 16. 

    This Disposition has the System determine the time for lead to be called back.

    • A.

      70057 Reschedule - Evening

    • B.

      70043 Script Problems

    • C.

      70051 Live Callback Reschedule-Unspecified - TSR

    • D.

      70050 Live Callback Reschedule-Specified - TSR

    Correct Answer
    C. 70051 Live Callback Reschedule-Unspecified - TSR
    Explanation
    This disposition, 70051 Live Callback Reschedule-Unspecified - TSR, allows the system to determine the appropriate time for the lead to be called back. It indicates that the callback is being rescheduled but does not specify a specific time. This could be useful in situations where the system has the flexibility to determine the most optimal time for the callback based on various factors such as agent availability and lead preferences.

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  • 17. 

    Which Disposition schedules a Call Back between 9am and 12pm?

    • A.

      70055 Reschedule - Afternoon

    • B.

      70053 Reschedule - Morning

    • C.

      70057 Reschedule - Evening

    Correct Answer
    B. 70053 Reschedule - Morning
    Explanation
    The correct answer is 70053 Reschedule - Morning. This disposition schedule allows for a call back to be scheduled between 9am and 12pm, which falls within the morning time frame.

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  • 18. 

    Which Disposition shedules a Call Back between 12pm and 4pm?

    • A.

      70055 Reschedule - Afternoon

    • B.

      70053 Reschedule - Morning

    • C.

      70057 Reschedule - Evening

    Correct Answer
    A. 70055 Reschedule - Afternoon
    Explanation
    The correct answer is 70055 Reschedule - Afternoon. This disposition schedule is specifically designed for callbacks between 12pm and 4pm, which falls within the afternoon time frame.

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  • 19. 

    Which Disposition shedules a Call Back between 4pm and 9pm?

    • A.

      70055 Reschedule - Afternoon

    • B.

      70053 Reschedule - Morning

    • C.

      70057 Reschedule - Evening

    Correct Answer
    C. 70057 Reschedule - Evening
    Explanation
    The correct answer is 70057 Reschedule - Evening. This disposition schedule is specifically for rescheduling a call back in the evening, between 4pm and 9pm.

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  • 20. 

    Specific Call Back Disposition used when the customer says to call back in a few days.

    • A.

      70050 Live Callback Reschedule-Specified - TSR

    • B.

      70059 3 Week Reschedule

    • C.

      71040 3-5 days reschedule

    • D.

      70057 Reschedule - Evening

    Correct Answer
    C. 71040 3-5 days reschedule
    Explanation
    This specific call back disposition is used when the customer requests a call back in a few days. The options provided are for rescheduling the call back at different time intervals, such as 3 weeks, 3-5 days, or in the evening. The correct answer, 71040, indicates that the call back should be rescheduled within 3-5 days.

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  • 21. 

    This disposition is to be used when the customer has been deployed to the Military, is out of the country, if thecustomer requests to be called back in a few weeks, or if the customer is at school for the semester.

    • A.

      71040 3-5 days reschedule

    • B.

      70051 Live Callback Reschedule-Unspecified - TSR

    • C.

      70050 Live Callback Reschedule-Specified - TSR

    • D.

      70059 3 Week Reschedule

    Correct Answer
    D. 70059 3 Week Reschedule
    Explanation
    This disposition is used when the customer is not available to be contacted immediately and requests a callback in three weeks. It is suitable for situations where the customer is deployed in the military, out of the country, or at school for the semester. The agent will schedule a callback for three weeks later to accommodate the customer's availability.

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  • 22. 

    A Specific Call Back reschedule per customers request in 30 mins. (The person we spoke with requested to be called back in a specific period of time. Echo Path: After 6 or 7: 22)

    • A.

      70026 Spec Callback - 30 Minutes

    • B.

      70027 Spec Callback - 1 Hour

    • C.

      70028 Spec Callback - 2 Hours

    • D.

      70029 Spec Callback - 4 Hours

    Correct Answer
    A. 70026 Spec Callback - 30 Minutes
    Explanation
    The correct answer is 70026 because the customer specifically requested to be called back in 30 minutes.

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  • 23. 

    A Specific Call Back reschedule per customers request in one hour. (The person we spoke with requested to be called back in a specific period of time. Echo Path: After 6 or 7: 22)

    • A.

      70028 Spec Callback - 2 Hours

    • B.

      70029 Spec Callback - 4 Hours

    • C.

      70027 Spec Callback - 1 Hour

    • D.

      70026 Spec Callback - 30 Minutes

    Correct Answer
    C. 70027 Spec Callback - 1 Hour
    Explanation
    The given correct answer is 70027 - Spec Callback - 1 Hour. This is because the person requested to be called back in a specific period of time, which is one hour.

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  • 24. 

    A Specific Call Back reschedule per customers request in 2 hours. (The person we spoke with requested to be called back in a specific period of time. Echo Path: After 6 or 7: 22)

    • A.

      70026 Spec Callback - 30 Minutes

    • B.

      027 Spec Callback - 1 Hour

    • C.

      70029 Spec Callback - 4 Hours

    • D.

      70028 Spec Callback - 2 Hours

    Correct Answer
    D. 70028 Spec Callback - 2 Hours
    Explanation
    The correct answer is 70028 Spec Callback - 2 Hours. This option matches the specific request mentioned in the question, which is to schedule a call back in 2 hours.

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  • 25. 

    A Specific Call Back reschedule per customers request in 4 hours. (The person we spoke with requested to be called back in a specific period of time. Echo Path: After 6 or 7: 22)

    • A.

      70026 Spec Callback - 30 Minutes

    • B.

      70029 Spec Callback - 4 Hours

    • C.

      70028 Spec Callback - 2 Hours

    • D.

      027 Spec Callback - 1 Hour

    Correct Answer
    B. 70029 Spec Callback - 4 Hours
    Explanation
    The correct answer is 70029 Spec Callback - 4 Hours because the person we spoke with requested to be called back in a specific period of time, and that specific period of time is 4 hours.

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  • 26. 

    Which is the: Sale, primary product only Disposition?

    • A.

      70103 Sale - Primary and Secondary Product - CASST

    • B.

      70102 Sale - Primary Product Only - CASST

    • C.

      70104 Sale - Secondary Product Only - CASST

    • D.

      70042 Manager Verify Information

    Correct Answer
    B. 70102 Sale - Primary Product Only - CASST
    Explanation
    The correct answer is 70102 Sale - Primary Product Only - CASST. This option indicates that the disposition is a sale of the primary product only, without any secondary products involved.

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  • 27. 

    Which is the: Sale, primary & upsell Disposition?

    • A.

      70102 Sale - Primary Product Only - CASST

    • B.

      70042 Manager Verify Information

    • C.

      70104 Sale - Secondary Product Only - CASST

    • D.

      70103 Sale - Primary and Secondary Product - CASST

    Correct Answer
    D. 70103 Sale - Primary and Secondary Product - CASST
    Explanation
    The correct answer is 70103 - Sale - Primary and Secondary Product - CASST. This disposition indicates that the sale includes both the primary and secondary products. CASST refers to the system or process used for the sale.

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  • 28. 

    Which is the: Sale, upsell only Disposition?

    • A.

      70104 Sale - Secondary Product Only - CASST

    • B.

      70103 Sale - Primary and Secondary Product - CASST

    • C.

      70042 Manager Verify Information

    • D.

      70102 Sale - Primary Product Only - CASST

    Correct Answer
    A. 70104 Sale - Secondary Product Only - CASST
    Explanation
    The correct answer is 70104 Sale - Secondary Product Only - CASST. This disposition indicates that the customer made a purchase of a secondary product only, without purchasing the primary product.

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  • 29. 

    Call Scenario: Customer says not interested DURING the offer, you rebuttal and the customer hangs up. What would you disposition as?

    • A.

      Z4 70800 Early Interupt / Hang Up

    • B.

      Z6 70802 Not Interested (did not indicate)

    • C.

      Z1 71041 Silent Hang up

    Correct Answer
    A. Z4 70800 Early Interupt / Hang Up
    Explanation
    In this scenario, the customer initially expresses their disinterest during the offer. However, the agent attempts to counter their objections or address their concerns. Despite the agent's efforts, the customer abruptly ends the call by hanging up. Therefore, the appropriate disposition for this call would be Z4 70800 Early Interrupt/Hang Up.

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  • 30. 

    Call Scenario: Customer hangs up ( during offer) without saying anything.  Different from DEAD AIR because we have talked to the customer.  What would you disposition as?

    • A.

      Z4 70800 Early Interupt / Hang Up

    • B.

      Z6 70802 Not Interested (did not indicate)

    • C.

      Z1 71041 Silent Hang up

    Correct Answer
    C. Z1 71041 Silent Hang up
    Explanation
    The correct answer is Z1 71041 Silent Hang up. This is because the customer hung up without saying anything, indicating a silent hang up. This is different from dead air because in this scenario, there was interaction with the customer before they hung up.

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  • 31. 

    Call Scenario: Customer says "Not Interested" after offer is read and hangs up. What would you Disposition as?

    • A.

      Z4 70800 Early Interupt / Hang Up

    • B.

      Z6 70802 Not Interested (did not indicate)

    • C.

      Z1 71041 Silent Hang up

    Correct Answer
    B. Z6 70802 Not Interested (did not indicate)
    Explanation
    The correct answer is Z6 70802 "Not Interested (did not indicate)" because the customer clearly stated "Not Interested" before hanging up. This disposition accurately reflects the customer's response and indicates that they did not provide any specific reason for their disinterest.

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  • 32. 

    Which Auto Disposition will  ONLY be available after the 2nd 57 on your end screen?

    • A.

      71041 Silent Hang up

    • B.

      70049 Bad Time/Think about CB

    • C.

      70800 Early Interupt / Hang Up

    • D.

      72000 Hang up Information Verification

    Correct Answer
    B. 70049 Bad Time/Think about CB
    Explanation
    After the 2nd 57 on the end screen, the only Auto Disposition that will be available is 70049 Bad Time/Think about CB.

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  • 33. 

    This Disposition should only be used in the case that the customer wants information about the product in the mail/sent to email.

    • A.

      70802 Not Interested (did not indicate)

    • B.

      70827 Must talk it over with spouse - no callback

    • C.

      70049 Bad Time/Think about CB

    • D.

      70810 Would like information in the mail / email

    Correct Answer
    D. 70810 Would like information in the mail / email
    Explanation
    The correct answer is 70810 because it is the only disposition that aligns with the given explanation. The explanation states that this disposition should only be used when the customer wants information about the product in the mail or sent to email. Since 70810 specifically mentions wanting information in the mail or email, it is the correct choice. The other dispositions do not mention anything about receiving information in the mail or email, so they are not applicable in this case.

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  • 34. 

    CPP would like us to use this Disposition if the customer says they need to talk it over with their spouse.

    • A.

      70810 Would like information in the mail / email

    • B.

      70827 Must talk it over with spouse - no callback

    • C.

      70870 Already Ordered

    Correct Answer
    B. 70827 Must talk it over with spouse - no callback
    Explanation
    This answer suggests that if a customer says they need to talk it over with their spouse, the recommended Disposition to use is 70827 - Must talk it over with spouse - no callback. This indicates that the customer wants to discuss the matter with their spouse and does not require a callback from the company.

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  • 35. 

    This Disposition should be used when the customer is not interested because they already have the same product we are offering them. (After "72" and NI handled in script)

    • A.

      70870 Already Ordered

    • B.

      70827 Must talk it over with spouse - no callback

    • C.

      70049 Bad Time/Think about CB

    • D.

      70810 Would like information in the mail / email

    Correct Answer
    A. 70870 Already Ordered
    Explanation
    The correct answer is 70870 "Already Ordered" because this disposition should be used when the customer is not interested because they already have the same product we are offering them. This means that they have already placed an order for the product and therefore do not require any further information or assistance.

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  • 36. 

    This disposition will be used when the customer refuses while we are going through the disclosure with them. (End Screen NI in Disclosure)

    • A.

      71824 Too Expensive

    • B.

      70881 Refused During Disclosures

    • C.

      71841 NI-Does not want product calls

    • D.

      70802 Not Interested (did not indicate)

    Correct Answer
    B. 70881 Refused During Disclosures
    Explanation
    This answer suggests that the customer refused the product during the disclosure process. This means that while the customer was being informed about the product, they expressed their refusal or rejection of it.

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  • 37. 

    Disposition for when the customer does not have the card. (End Screen 55x2)

    • A.

      70017 Wrong Number

    • B.

      70827 Must talk it over with spouse - no callback

    • C.

      70870 Already Ordered

    • D.

      71822 No Card

    Correct Answer
    D. 71822 No Card
    Explanation
    This answer suggests that the correct disposition for when the customer does not have the card is to use the code 71822, which stands for "No Card". This code indicates that the customer does not possess the required card for the transaction or request.

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  • 38. 

    Script dev has made this dispo after End Screen "64" as an auto dispositon.

    • A.

      70881 Refused During Disclosures

    • B.

      71824 Too Expensive

    • C.

      70802 Not Interested (did not indicate)

    • D.

      70800 Early Interupt / Hang Up

    Correct Answer
    B. 71824 Too Expensive
    Explanation
    The correct answer is 71824 "Too Expensive" because the script developer has decided to mark this disposition automatically after the end screen "64". This means that when the customer indicates that the reason for not being interested is that the product is too expensive, the call will be categorized with this disposition.

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  • 39. 

    Choose the correct dispo: Customer agrees to the primary product but during or after the up sell say- "Ive changed my mind, I don't want anything". Then they hang up.

    • A.

      71824 Too Expensive

    • B.

      71841 NI-Does not want product calls

    • C.

      71846 Canceled in Upsell

    • D.

      70881 Refused During Disclosures

    Correct Answer
    C. 71846 Canceled in Upsell
    Explanation
    The correct answer is 71846 Canceled in Upsell. This option accurately reflects the situation where the customer initially agrees to the primary product but later changes their mind and cancels the purchase during the upsell process.

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  • 40. 

    Customer response: "Could you do me a favor? I don't want Purchase Shield so please just quit calling me." \44

    • A.

      2 Auto Dispo Put me on DNC 71881

    • B.

      3 Auto Dispo Don't Call Again WF 71882

    • C.

      4 Auto Dispo Don't Call about Product 71841

    • D.

      5 Auto Dispo Angry Customer 71842

    • E.

      7 Auto Dispo DNC Other 71883

    • F.

      8 Auto Dispo DNC Generic 71843

    • G.

      ? Auto Dispo DNC Gatekeeper 71844

    Correct Answer
    C. 4 Auto Dispo Don't Call about Product 71841
    Explanation
    The customer is specifically requesting not to be contacted about a particular product, which is why the correct answer is "4 Auto Dispo Don't Call about Product 71841". This response indicates that the customer does not want to receive any further calls regarding this specific product.

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  • 41. 

    Which Disposition should be used on customers who are using profanity, mention legal authority AND request the calls to stop.

    • A.

      2 Auto Dispo Put me on DNC 71881

    • B.

      3 Auto Dispo Don't Call Again WF 71882

    • C.

      4 Auto Dispo Don't Call about Product 71841

    • D.

      5 Auto Dispo Angry Customer 71842

    • E.

      7 Auto Dispo DNC Other 71883

    • F.

      8 Auto Dispo DNC Generic 71843

    • G.

      ? Auto Dispo DNC Gatekeeper 71844

    Correct Answer
    D. 5 Auto Dispo Angry Customer 71842
    Explanation
    The correct answer is "5 Auto Dispo Angry Customer 71842". This disposition should be used on customers who are using profanity, mention legal authority, and request the calls to stop. The "Angry Customer" disposition is appropriate in this situation because it indicates that the customer is upset and may be using profanity. The code "71842" is specific to this disposition and helps to track and categorize the call for future reference.

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  • 42. 

    Customer Response: "You've called before and I've declined so don't call again."

    • A.

      2 Auto Dispo Put me on DNC 71881

    • B.

      3 Auto Dispo Don't Call Again WF 71882

    • C.

      4 Auto Dispo Don't Call about Product 71841

    • D.

      5 Auto Dispo Angry Customer 71842

    • E.

      7 Auto Dispo DNC Other 71883

    • F.

      8 Auto Dispo DNC Generic 71843

    • G.

      ? Auto Dispo DNC Gatekeeper 71844

    Correct Answer
    F. 8 Auto Dispo DNC Generic 71843
    Explanation
    The customer's response indicates that they have previously declined a call and do not want to be contacted again. The correct answer, "8 Auto Dispo DNC Generic 71843," suggests that the customer should be placed on a Do Not Call (DNC) list with a generic reason code. This will ensure that the customer's request to not be contacted is respected and that they are not included in any future marketing or sales calls.

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  • 43. 

    What is the correct Disposition for when a customer specifically says: "Put me on your DNC", "take me off your list"

    • A.

      2 Auto Dispo Put me on DNC 71881

    • B.

      3 Auto Dispo Don't Call Again WF 71882

    • C.

      4 Auto Dispo Don't Call about Product 71841

    • D.

      5 Auto Dispo Angry Customer 71842

    • E.

      7 Auto Dispo DNC Other 71883

    • F.

      8 Auto Dispo DNC Generic 71843

    • G.

      ? Auto Dispo DNC Gatekeeper 71844

    Correct Answer
    A. 2 Auto Dispo Put me on DNC 71881
    Explanation
    The correct disposition for when a customer specifically says "Put me on your DNC" or "take me off your list" is option 2, Auto Dispo Put me on DNC 71881. This disposition indicates that the customer wants to be added to the Do Not Call (DNC) list, which means they do not want to receive any further calls or communication from the company.

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  • 44. 

    What is the correct Disposition for the following customer response: "This is Wells Fargo - Please stop calling me."  (Information not verified)

    • A.

      2 Auto Dispo Put me on DNC 71881

    • B.

      3 Auto Dispo Don't Call Again WF 71882

    • C.

      4 Auto Dispo Don't Call about Product 71841

    • D.

      5 Auto Dispo Angry Customer 71842

    • E.

      7 Auto Dispo DNC Other 71883

    • F.

      8 Auto Dispo DNC Generic 71843

    • G.

      ? Auto Dispo DNC Gatekeeper 71844

    Correct Answer
    B. 3 Auto Dispo Don't Call Again WF 71882
    Explanation
    The correct disposition for the customer response "This is Wells Fargo - Please stop calling me" would be "3 Auto Dispo Don't Call Again WF 71882". This disposition indicates that the customer does not want to receive any further calls from Wells Fargo.

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  • 45. 

    What is the correct Disposition to use when the customer has requested/asked for the client's DNC policy.

    • A.

      2 Auto Dispo Put me on DNC 71881

    • B.

      3 Auto Dispo Don't Call Again WF 71882

    • C.

      4 Auto Dispo Don't Call about Product 71841

    • D.

      5 Auto Dispo Angry Customer 71842

    • E.

      6 Auto Dispo Vendor DNC & Send Policy 70888

    • F.

      7 Auto Dispo DNC Other 71883

    • G.

      8 Auto Dispo DNC Generic 71843

    • H.

      ? Auto Dispo DNC Gatekeeper 71844

    Correct Answer
    E. 6 Auto Dispo Vendor DNC & Send Policy 70888
    Explanation
    The correct disposition to use when the customer has requested/asked for the client's DNC policy is option 6, "Auto Dispo Vendor DNC & Send Policy 70888". This option indicates that the customer wants to be added to the Do Not Call (DNC) list and also wants to receive the client's DNC policy. It covers both aspects of the customer's request, making it the appropriate choice in this situation.

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  • 46. 

    While obtaining the customers information in the verification process, the customer hangs up. (Needs to be called back) How would you access the correct Auto Disposition in echo if you are on the verification screen?

    • A.

      Press Z then 4

    • B.

      Press Z then 1

    • C.

      Press Z then 6

    • D.

      Press Z then 8

    Correct Answer
    B. Press Z then 1
    Explanation
    If the customer hangs up during the verification process, the correct Auto Disposition in echo can be accessed by pressing Z then 1.

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  • 47. 

    Which of the following Dispositions are correct to use when a customer is busy and has requested a call back.

    • A.

      72000 Hang up Information Verification

    • B.

      71050 Decision Maker requested callback

    • C.

      70050 Live Callback Reschedule-Specified - TSR

    • D.

      70051 Live Callback Reschedule-Unspecified - TSR

    Correct Answer
    B. 71050 Decision Maker requested callback
    Explanation
    70051 and 70050 will call the customer back, but does are not the correct dispositions to use when the customer requests a call back from us. The Customer is the "Decision Maker".

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  • 48. 

    Which key press scenario will disposition the call as a "71847 WN-Wrong Number DNC" when your script is Q'd up?

    • A.

      51 - 1

    • B.

      51 - 2

    • C.

      52 - 1

    • D.

      52 - 2

    • E.

      53 - 1

    • F.

      53 - 2

    • G.

      54 - 1

    • H.

      54 - 2

    Correct Answer
    B. 51 - 2
    Explanation
    Pressing the keys "51 - 2" will disposition the call as a "71847 WN-Wrong Number DNC" when the script is Q'd up.

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  • 49. 

    Which key press scenario will disposition the call as a "70034 Language Barrier-Not Specified"  when your script is Q'd up?

    • A.

      51 - 1

    • B.

      51 - 2

    • C.

      52 - 1

    • D.

      52 - 2

    • E.

      53 - 1

    • F.

      53 - 2

    • G.

      54 - 1

    • H.

      54 - 2

    Correct Answer
    H. 54 - 2
  • 50. 

    Which key press scenario will disposition the call as a "71837 Automated MSG-DNC Remove from list"  when your script is Q'd up?

    • A.

      51 - 1

    • B.

      51 - 2

    • C.

      52 - 1

    • D.

      52 - 2

    • E.

      53 - 1

    • F.

      53 - 2

    • G.

      54 - 1

    • H.

      54 - 2

    Correct Answer
    F. 53 - 2
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