CPP All Dispo Quiz 1

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.

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.

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.

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.

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.

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.

The correct answer is 70026 because the customer specifically requested to be called back in 30 minutes.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

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.

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.

This statement is true because the 70049 Bad Time/Think about CB Disposition is only displayed as an Auto Disposition when the second "Think About/CB" option is selected on the End Screen. This means that if any other option is chosen, the 70049 Bad Time/Think about CB Disposition will not appear as an Auto Disposition.

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.

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.

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.

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.

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.

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.

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.

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

The 70049 Bad Time/Think about CB Disposition only shows up when the 2nd (57) "Think About/CB" is pressed on the End Screen.

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

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.

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.

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.

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.

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.

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".

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.

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.

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.

not-available-via-ai

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