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

Verifying "account demographics" involves confirming and updating the customer's contact information such as phone numbers, address, and place of employment. This process ensures that the account holder's personal details are accurate and up to date. By validating this information, the company can maintain effective communication with the customer and ensure that any necessary updates or changes can be made promptly. Therefore, the statement is true.

The statement is true because the mission of Conn's collector is to ensure that all accounts are brought up to date while treating customers with dignity and respect. This approach is aimed at fostering a positive customer experience and encouraging them to continue shopping with Conn's.

It is important to never take a payment on a "known" bankruptcy account because doing so could violate bankruptcy laws and regulations. Instead, it is recommended to transfer the caller to a Bankruptcy Specialist who is trained and knowledgeable about handling such accounts. This ensures that the proper procedures are followed and that the individual's rights and protections under bankruptcy laws are respected.

The statement is true because when a debtor or their spouse gives approval and legal notes it, we are able to release account information to whoever is named on the signed Power of Attorney. This means that if someone is named on the Power of Attorney, they have the authority to access the account information.

When a customer signs the ROM form, it indicates their agreement to the terms and conditions set by Conn's. By signing the form, the customer acknowledges that Conn's has the legal right to repossess the merchandise if necessary. This gives Conn's the authority to take back the items that were used as collateral for the account in case of non-payment or other breaches of the agreement. Therefore, the statement is true.

In both scenarios mentioned, it is appropriate to transfer the call to a manager. If a customer states that they are represented by an attorney, it indicates a potentially complex or legal issue that may require higher-level assistance. Similarly, if a customer specifically requests a manager, it suggests that they need someone with more authority or expertise to address their concerns. Therefore, in both cases, transferring the call to a manager would be the appropriate course of action.

The Collection panel within Latitude provides all of the pertinent information mentioned, including the loan origination date, loan balance, and the number of days past due (DPD) for the account. This means that users can access all the necessary details about the loan and its status in one place, making it easier to manage and track collections effectively.

The given statement is true. When documenting a Two Payment Update in Latitude, it is necessary to select either the "Inbound" or "Outbound" action code and the "2P" result code. Additionally, the documentation template must be completed.

In the negotiating step of the 6 Step Call Pattern, it is important to identify the customer's willingness and ability to pay, as well as the reason for their delinquency. By understanding the customer's financial situation and the underlying cause of their late payments, the negotiator can tailor a solution that addresses their specific needs and increases the chances of successful debt recovery. Therefore, the statement that part of the negotiating step is to identify willingness and ability, as well as reason for delinquency, is true.

When receiving an inbound call, clicking on the "more info" feature allows you to view or confirm the last four digits of the customer's social security number. This feature is useful for verifying the customer's identity and ensuring that you are speaking to the correct person. Therefore, the statement is true.

A T/O, or turn over, occurs when a call center agent transfers a call to another department or colleague before the customer disconnects or expresses their inability or unwillingness to make a payment. This allows for a smoother and more efficient handling of the call, ensuring that the customer's needs are met and reducing the chances of a disconnect or unresolved payment issue.

It is important to attempt to collect on the outstanding balance of the additional account discovered in the "Other Accounts" tab. This is because the customer is responsible for paying off any debts they have, and by collecting on the outstanding balance, the company can recover the money owed to them. Failing to collect on the balance may result in financial losses for the company.

The given statement is true. According to the explanation, if a call with a customer does not result in a Promise to Pay (PTP) after asking three pursuing questions, the call should be transferred or escalated to a manager or a qualified agent. This suggests that the company has a protocol in place to ensure that unresolved customer issues are addressed by higher-level personnel who may have more expertise or authority to find a resolution.

The statement suggests that it is possible to offer a two payment update on accounts that are 60 days or more delinquent. This means that the company or organization allows customers with overdue payments to make two payments instead of the full amount owed, potentially providing them with a more manageable repayment option. Therefore, the statement is true.

Asking for the "amount due this month" before offering Reage Options to the customer is important because it allows you to understand the customer's current financial situation. By knowing the amount due, you can better assess whether the customer is eligible for Reage Options and determine the appropriate course of action. This step ensures that the customer's needs are properly addressed and that the Reage Options are offered in a fair and effective manner.

In Latitude, the payment history allows you to see the method of payment used by the customer for previous transactions, even if the payment was made at a physical store location. This means that you can determine whether the customer used a check or a debit/credit card for their past payments, regardless of where the payment was made. Therefore, the statement "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" is true.

Conn's is considered a secured creditor because they hold a security interest in the debtor's property. This means that if the debtor fails to fulfill their obligations, Conn's has the right to take possession of the property that serves as collateral for the debt. As a secured creditor, Conn's has a higher priority in receiving payment compared to unsecured creditors in the event of the debtor's bankruptcy or default.

To determine if the customer is also an employee, the "Miscellaneous Extra Data" feature needs to be clicked on. This feature likely contains additional information or data that can help identify if the customer is also an employee. By clicking on this feature, one can access the necessary information to make this determination. Therefore, the statement "True" indicates that this action is indeed required to determine if the customer is also an employee.

The correct answer is true because when submitting a check or credit card transaction into Web Pay, it is important to include the late fees in the payment field. Late fees are additional charges that are incurred when a payment is made after the due date. Including these fees in the payment field ensures that the total amount owed, including the late fees, is paid in full. On the other hand, the extension field is typically used for requesting an extension on the payment due date, and it is not meant for including late fees.

When a customer notifies you that they are filing bankruptcy, it is important to note down the attorney's phone number. This is because the attorney plays a crucial role in the bankruptcy process and will need to be contacted for any legal matters or proceedings related to the customer's case. Having the attorney's phone number readily available ensures efficient communication and coordination throughout the bankruptcy process.

The explanation for the given correct answer is that in order to stamp the PTP (Promise to Pay) for in-store payments, it is necessary for the customer to be going to the store within the next 4 days at the latest. This means that the follow-up for the PTP should also be scheduled within 4 days from the current date when the customer is being contacted. Therefore, the statement is true.

The statement is true because even though the customer's spouse may have been awarded the merchandise in the divorce decree, it does not override the contract between the customer and the company. The company's policy is to educate the customer about this fact, ensuring that they understand that the divorce decree does not exempt them from fulfilling their contractual obligations.

A customer must sign a Return of Merchandise (ROM) prior to voluntarily surrendering merchandise for pick-up. This document serves as proof that the customer has returned the merchandise and releases the customer from any further obligations or liabilities related to the merchandise. By signing the ROM, the customer acknowledges that they are willingly returning the merchandise and agrees to any terms and conditions outlined in the document.

The term "T/O" refers to "Turn Over". This means to transfer or hand over something to someone else. In this context, it could be used to indicate the action of passing responsibility or control of a task or project to another person or team.

Conn's offers Property Insurance and Involuntary Unemployment Insurance to their customers. However, they do not offer Voluntary Unemployment Insurance. This type of insurance typically provides coverage for individuals who choose to leave their job voluntarily, which is not a risk that Conn's covers.

Revolving account numbers typically range from 60 to 61. This means that if an account number falls within this range, it is likely a revolving account. The statement is true because it accurately reflects the range of revolving account numbers.

The statement is true because it states that the last two digits of an installment account number range from 30-59. This means that any installment account number will have its last two digits falling within this range.

Conn's being founded in 1890 is a fact that can be verified. This information indicates that Conn's has been in existence for a long time, which adds credibility and experience to the company.

This statement is true because it follows the proper format for a greeting in an inbound call. It begins with a friendly greeting, "Hi John," which personalizes the conversation and makes the caller feel acknowledged. Then, it expresses gratitude, saying "thank you for calling me back," which shows appreciation for the caller's initiative. Overall, this greeting sets a positive tone for the conversation and demonstrates good customer service skills.

The correct answer is "All of the above." This means that all three statements mentioned in the options are requirements on Cash Options. The first statement states that minimum monthly payments must be made on time and every month, no later than the 10th day after the due date. The second statement states that a Cash Option must be paid in full by the expiration date, no later than the 10th day after the due date. The third statement simply states that insurance must be paid. Therefore, all three requirements must be met for Cash Options.

It is not okay to ask a neighbor to take a message and give it to the customer because neighbors may not have any obligation or responsibility to deliver messages on behalf of a business or individual. It is more appropriate to use official channels of communication or find alternative methods to ensure the message reaches the intended recipient.

The next question should be "How much can you pay?" because it allows the customer to provide information about their financial situation and potential payment options. This question helps in understanding the customer's ability to make a payment and enables the customer service representative to explore alternative solutions or negotiate a payment plan based on the customer's response.

A 3rd party refers to anyone or anything that is not the debtor or their spouse. In other words, it includes individuals or entities that are not directly involved in the financial or legal obligations of the debtor. This definition excludes relatives or neighbors, as they would fall under the category of 3rd parties.

The final step of the 6-Step call pattern is to close the call. This means wrapping up the conversation and ending the call in a professional manner. Closing the call involves summarizing the main points discussed, confirming any next steps or actions to be taken, and expressing gratitude or appreciation for the conversation. It is important to close the call effectively to leave a positive impression on the caller and ensure that all necessary information has been conveyed.

The information that does not need to be collected on a promise to pay (PTP) in the store is "What Sales Associate that the customer will see in store." This information is not relevant to the payment process and does not affect the customer's ability to fulfill their promise to pay. The store location and the time the customer will be in the store are important for tracking and verifying the payment.

If the call with a customer is accidentally disconnected, you can call them back once to resume the conversation. This implies that you have one opportunity to reconnect with the customer and address any unresolved issues or continue the conversation.

The customer 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. After negotiating with the customer, a 2 month extension is given. To calculate the amount he needs to pay today, we subtract the past due amount and late fees from the full balance. $4,490.00 - $455.00 - $10.00 = $4,025.00. Finally, we add the processing fee of $122.70 to get the total amount he needs to pay today, which is $4,025.00 + $122.70 = $147.70. Therefore, the correct answer is $147.70.

To overcome a service issue payment objection, it is important to explain to the customer that the monthly payment amount already includes the warranty fee. By doing so, the customer can understand that they are already paying for the service and the warranty, and therefore, it is necessary for them to make the payment. This explanation helps in addressing the objection and requesting the customer to make the payment.

When making an outbound call or taking an inbound call, a collector should always use the assumptive approach. This approach involves assuming that the customer is ready to make a purchase or take the desired action. By adopting this approach, the collector can confidently guide the conversation towards a positive outcome without wasting time on unnecessary hesitation or doubt. It allows the collector to take control of the conversation and increase the chances of a successful sale or resolution.

Web Pay is the correct answer because it is an application used to submit check, debit, or credit card payments for a Conn's customer. It is a secure online platform that allows customers to conveniently make payments using various payment methods. With Web Pay, customers can easily and safely submit their payments without the need for physical checks or visiting a physical location.

Revolving accounts, by definition, are credit accounts that allow the borrower to make repeated charges up to a certain credit limit. These types of accounts do not typically incur fees for charging or making purchases. Therefore, it is true that revolving accounts cannot be charged a $3.00 fee.

The statement is true because refinancing allows borrowers to extend the term of their loan, which can result in lower monthly payments. By extending the loan term, borrowers have the option to spread out their payments over a longer period of time, making it more manageable for them. This flexibility in extending the loan term is one of the benefits of refinancing.

Andrea Ford is past due for her last 2 months installments, which amounts to $115.00 per month. In addition, she has $7.50 in late fees. When speaking with her husband, Bill, he agreed to pay the 2 past due installments ($115.00 x 2 = $230.00), this month's installment ($115.00), and the late fees ($7.50) by postdated check. Adding all these amounts together, the total comes out to $355.50.

The statement is false because it states that a customer has a 10-day "grace period" after their payment is due. This implies that the customer has an additional 10 days to make the payment after the due date. However, the correct answer is false because a "grace period" typically refers to a period of time during which no penalties or fees are charged for late payment. In this case, it suggests that there is no grace period given to the customer after the payment due date.

To see the number of customer extensions, merchandise, and insurance coverage in Latitude, you must be on the Collections panel. This panel likely provides information and data related to customer extensions, merchandise, and insurance coverage, allowing users to track and manage these aspects effectively.

The best payment option for John Smith would be the Two Payment Update. This option allows him to make two payments in order to bring his account up to date. Since he cannot afford the total past due amount, this option allows him to make a partial payment of up to $140.00, which is within his budget. This will help him start making his monthly payments on a regular basis and gradually catch up on his overdue balance.

The "Collateral Description and Notes" window within Latitude provides information such as store number, invoice number, previous account number, and COP information. This information is relevant for tracking and managing collateral and loans in Latitude.

To complete a Two Payment Update offer, verbal proof of income is needed. This suggests that in order to proceed with the offer, the person must provide evidence of their income through verbal means. The other options mentioned, such as verbal proof of residence and two consecutive monthly payments, are not specifically mentioned as requirements for completing the offer. Therefore, the correct answer is verbal proof of income.