SAT Competency Final Test

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SAT Competency Final Test - Quiz

Sat New Hires Must pass this test at the end of new hire training to advance on the floor.


Questions and Answers
  • 1. 

    Describe what it means to ASSUME the sale.

  • 2. 

    The "LEARN" will include which of the following examples of questions:  Check all that apply

    • A.

      "What prompted your call today"

    • B.

      "Tell me about your current situation"

    • C.

      "Welcome to US Dish, the authorized retailer for Dish...."

    • D.

      "What are some of you must-have channels?

    • E.

      "In a perfect world, what would you like to have with your service that you are not getting now?"

    • F.

      "You've called the right place. I'm a home services expert."

    Correct Answer(s)
    B. "Tell me about your current situation"
    D. "What are some of you must-have channels?
    E. "In a perfect world, what would you like to have with your service that you are not getting now?"
    Explanation
    "What prompted your call today", "Welcome to US Dish, the authorized retailer for Dish....", and "You've called the right place. I'm a home services expert." are covered in the "LINK".

    Rate this question:

  • 3. 

    If the objection "I need to talk this over with my spouse" comes up, this would be an effective way to rebuttal:  Check all that apply

    • A.

      "Yeah that's fine. Go ahead and just call us back when you're ready to set up service."

    • B.

      "Speaking this over with your spouse is very important. What we'll go ahead and do is get the service set up with a tentative install date, I will email everything over to you so that you can print it out and discuss this with your wife, and if you need to make any changes, go ahead and calls us back. Do you prefer tomorrow or the next day for install?"

    • C.

      "Why do you need to talk to your spouse? Are you required to talk with your spouse before buying grocery's at the store?"

    • D.

      "I completely understand. We'll go ahead and get your spouse on the phone now and make sure that we've covered and included everything that they need. What's the best contact number for them?"

    • E.

      "That definitely understandable. So from what you told me before, it sounds like your spouse likes Discovery, OWN, Oxygen, and the NATGEO channel and having a DVR is important. What else are we missing that hold your spouse back from setting up service today?"

    • F.

      "Talk to your spouse? But I'm giving you movie channels for free."

    Correct Answer(s)
    B. "Speaking this over with your spouse is very important. What we'll go ahead and do is get the service set up with a tentative install date, I will email everything over to you so that you can print it out and discuss this with your wife, and if you need to make any changes, go ahead and calls us back. Do you prefer tomorrow or the next day for install?"
    D. "I completely understand. We'll go ahead and get your spouse on the phone now and make sure that we've covered and included everything that they need. What's the best contact number for them?"
    E. "That definitely understandable. So from what you told me before, it sounds like your spouse likes Discovery, OWN, Oxygen, and the NATGEO channel and having a DVR is important. What else are we missing that hold your spouse back from setting up service today?"
    Explanation
    The correct answer is a combination of options 1, 2, and 4. These responses acknowledge the importance of speaking with the spouse and offer solutions to accommodate this need. Option 1 suggests setting up a tentative install date and providing all the necessary information for the customer to discuss with their spouse. Option 2 proposes getting the spouse on the phone to ensure that all their needs are addressed. Option 4 shows understanding by listing the spouse's preferences and asking for any additional concerns. These responses demonstrate empathy and willingness to work with the customer's situation.

    Rate this question:

  • 4. 

    You have asked the question, "So, tell me about your current situation".  The customer responds, "I have Comcast and I hate them!"  Select the appropriate Sub-Questions below:  Select all that apply 

    • A.

      "Weird. Everyone loves Comcast."

    • B.

      "Yeah that's frustrating. What have they done now?"

    • C.

      "I'm sorry to hear that you're having some tough times with them. What has you so upset with them?"

    • D.

      "How many TV's would you like to have set up?"

    Correct Answer(s)
    B. "Yeah that's frustrating. What have they done now?"
    C. "I'm sorry to hear that you're having some tough times with them. What has you so upset with them?"
    Explanation
    Sub-questions are questions branching off from what they've answered. Who, What, How, Why, When

    Rate this question:

  • 5. 

    Select the effective ways to "LEAD" and move forward with the call:  Select all that apply

    • A.

      "We're going to go ahead and get you credit qualified. What is your date of birth?"

    • B.

      "Sooo..... Do you want service today?"

    • C.

      "CAN we do a credit qualification?"

    • D.

      "So the total amount due today is $112.47, would you like to use the same Visa that you used to qualify or would you like to use a different card for that?"

    Correct Answer(s)
    A. "We're going to go ahead and get you credit qualified. What is your date of birth?"
    D. "So the total amount due today is $112.47, would you like to use the same Visa that you used to qualify or would you like to use a different card for that?"
    Explanation
    The correct answer includes the statements "We're going to go ahead and get you credit qualified. What is your date of birth?" and "So the total amount due today is $112.47, would you like to use the same Visa that you used to qualify or would you like to use a different card for that?". These statements are effective ways to lead and move forward with the call because they address important steps in the process, such as credit qualification and payment. By asking for the customer's date of birth, the representative can proceed with the necessary steps to qualify them for credit. Additionally, by providing the total amount due and asking about payment options, the representative is guiding the customer towards completing the transaction.

    Rate this question:

  • 6. 

    Call control is extremely crucial.  Whomever is asking the questions, controls the call.  The acronym "QAQ" stands for:

    • A.

      Question Always Qualifiers

    • B.

      Quality And Quivers

    • C.

      Quails Always Qualify

    • D.

      Question Answer Question

    Correct Answer
    D. Question Answer Question
    Explanation
    When the customer asks you a Question, Answer it and immediately follow up with YOUR Question to regain control of the call.

    Rate this question:

  • 7. 

    DishNET is ideal for customers that play online games and stream and download from NetFlix or Hulu. 

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    DishNET is not ideal for customers that play online games and stream and download from NetFlix or Hulu.

    Rate this question:

  • 8. 

    DishNET is ideal for customers that casually browse on the internet, including Facebook and Email.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The statement suggests that DishNET is suitable for customers who use the internet for casual browsing activities such as Facebook and Email. This implies that DishNET may not be suitable for heavy internet users or those who require high-speed internet for activities such as streaming or online gaming. Therefore, the answer "True" indicates that DishNET is indeed ideal for customers who engage in casual internet browsing.

    Rate this question:

  • 9. 

    The benefits of bundling your Dish TV with DishNET are:  Select all that apply

    • A.

      $10/mo Bundling Discount

    • B.

      $20/mo Bundling Discount

    • C.

      The convenience of 1 bill

    • D.

      24/7 Customer Support

    Correct Answer(s)
    A. $10/mo Bundling Discount
    C. The convenience of 1 bill
    D. 24/7 Customer Support
    Explanation
    Bundling your Dish TV with DishNET offers several benefits. Firstly, you can enjoy a $10/mo Bundling Discount, which saves you money on your monthly bill. Additionally, bundling provides the convenience of having only one bill to manage for both services. Lastly, you will have access to 24/7 Customer Support, ensuring that any issues or concerns you may have can be addressed promptly.

    Rate this question:

  • 10. 

    DishNET offers the following speeds for internet:  Select all that apply

    • A.

      50mbps

    • B.

      25mbps

    • C.

      15mbps

    • D.

      10mbps

    Correct Answer
    C. 15mbps
    Explanation
    DishNET offers internet speeds of 50mbps, 25mbps, 15mbps, and 10mbps. The given correct answer, 15mbps, is one of the speeds offered by DishNET for internet.

    Rate this question:

  • 11. 

    DishNET offers the following amount of DATA in the 10mbps package:

    • A.

      10GB Anytime/50GB Off Peak

    • B.

      20GB Anytime

    • C.

      10GB Anytime/50GB Off Peak GB Plus

    • D.

      15GB Anytime/15GB Off Peak

    Correct Answer(s)
    A. 10GB Anytime/50GB Off Peak
    C. 10GB Anytime/50GB Off Peak GB Plus
    Explanation
    The correct answer is 10GB Anytime/50GB Off Peak, 10GB Anytime/50GB Off Peak GB Plus. This is because the DishNET 10mbps package offers 10GB of data that can be used anytime and an additional 50GB of data that can be used during off-peak hours. The 10GB Anytime/50GB Off Peak GB Plus option also includes an extra 10GB of anytime data and an additional 50GB of off-peak data.

    Rate this question:

  • 12. 

    The Hopper has the ability to record up to _____ programs at 1 time.

    • A.

      9

    • B.

      8

    • C.

      3

    • D.

      5

    Correct Answer
    B. 8
    Explanation
    Primetime Anytime will use 1 tuner to record 4 programs while the 2nd and 3rd tuners will record another 2 programs for a total of 6

    Rate this question:

  • 13. 

    Sirus XM Radio can be added on as an al a carte service.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Dish includes Sirus XM radio stations in all packages

    Rate this question:

  • 14. 

    With the Hopper, customers have the ability to access several apps including Facebook and Pandora. 

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The statement is stating that with the Hopper, customers can access several apps including Facebook and Pandora. This means that the Hopper device provides the functionality to access these apps, implying that the statement is true.

    Rate this question:

  • 15. 

    The Super Joey can provide TV to two TV's.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The Super Joey is a device that expands the capabilities of the Hopper DVR system. While it does provide additional tuners, it does not directly provide TV to two TVs. Instead, it allows for the connection of one additional TV to the Hopper system, bringing the total number of TVs that can be connected to three. Therefore, the statement that the Super Joey can provide TV to two TVs is false.

    Rate this question:

  • 16. 

    We are no longer offering the 10GB (5GB Anytime/5GB Off Peak) DishNET product. If a customer wants a 10GB package please direct them to HughesNet for the service.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The statement is stating that the company is no longer providing the 10GB DishNET product and if a customer wants a 10GB package, they should go to HughesNet for the service. This means that the statement is true, as the company is indeed not offering the 10GB DishNET product anymore.

    Rate this question:

  • 17. 

    Frontier Secure provides 24/7 coverage for the following items: 

    • A.

      American-made vehicles

    • B.

      Laptops/iPads/Desktop Computers

    • C.

      Nixon Watches

    • D.

      Cell Phones

    Correct Answer(s)
    B. Laptops/iPads/Desktop Computers
    D. Cell Phones
    Explanation
    Frontier Secure offers 24/7 coverage for laptops, iPads, desktop computers, and cell phones. This means that if any issues or problems arise with these items, Frontier Secure will provide support and assistance at any time of the day or night. The coverage includes repair services, technical support, and protection against theft or damage. American-made vehicles and Nixon Watches are not included in the coverage provided by Frontier Secure.

    Rate this question:

  • 18. 

    Frontier Secure requires a 24-month agreement.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Geek Squad Technical Support is a month-to-month service and can be cancelled at any time

    Rate this question:

  • 19. 

    Frontier Secure has a monthly charge of ____.

    • A.

      $79.99

    • B.

      $12.99

    • C.

      $39.99

    • D.

      $19.99

    Correct Answer
    B. $12.99
    Explanation
    The correct answer is $12.99. This is the monthly charge for Frontier Secure.

    Rate this question:

  • 20. 

    Customer who qualify as a Flex or Flex24 can receive DishNET.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Flex24 and Flex customers DO NOT qualify for DishNET

    Rate this question:

  • 21. 

    What providers do you as a dish agent have to transfer to get setup?

    • A.

      Verizon

    • B.

      Frontier

    • C.

      ADT/Vivint

    • D.

      HughesNet

    • E.

      Centurylink

    • F.

      Qwest

    • G.

      AT&T

    • H.

      Windstream

    Correct Answer(s)
    A. Verizon
    C. ADT/Vivint
    D. HughesNet
    Explanation
    Verizon and HughesNet are Cold Transferred to the Telco Team for Verizon and the SatNet Team for HughesNet

    Rate this question:

  • 22. 

    The Hopper can record up to _____ hours in HD.

    • A.

      1000

    • B.

      700

    • C.

      2000

    • D.

      500

    Correct Answer
    D. 500
    Explanation
    The Hopper can record up to 500 hours in HD.

    Rate this question:

  • 23. 

    The Hopper can record up to _____ hours in SD.

    • A.

      1000

    • B.

      700

    • C.

      2000

    • D.

      500

    Correct Answer
    C. 2000
    Explanation
    The correct answer is 2000. This means that the Hopper can record up to 2000 hours in standard definition (SD). This is a significant amount of recording time, allowing users to store a large number of shows, movies, or other content on their Hopper device. With this capacity, users can enjoy a wide range of entertainment options without worrying about running out of recording space.

    Rate this question:

  • 24. 

    It is acceptable to tell a customer that you are going to conduct a simple credit qualification (for the credit check).

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    It is not acceptable to tell a customer that you are going to conduct a simple credit qualification for the credit check. This is because it is important to be transparent with customers about the information you collect and how it will be used. Conducting a credit check without explicitly informing the customer would be a violation of their privacy and could potentially lead to legal issues. Therefore, the statement is false.

    Rate this question:

  • 25. 

    It's OK to tell the customer that's it's just a soft inquiry on their credit (when doing a credit check).

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The statement is false because when conducting a credit check, it is not appropriate to tell the customer that it is just a soft inquiry on their credit. A soft inquiry does not affect the customer's credit score and is typically done for informational purposes, such as pre-approval for a loan. However, a credit check for a loan or credit application is typically a hard inquiry, which can impact the customer's credit score. It is important to be transparent and provide accurate information to customers regarding credit inquiries.

    Rate this question:

  • 26. 

    It's acceptable to have the Son (who has his mother’s card) say that his mom "said it was ok" if he uses his Mom's card for the qualification, and that she spoke to someone earlier. 

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    The explanation for the given answer is that it is false because using someone else's card for qualification is not acceptable, even if the person who owns the card gave permission. The person who is taking the qualification should use their own card and not rely on someone else's permission.

    Rate this question:

  • 27. 

    What are the account additions that we must inform the customer that they are receiving (if we add them on in the API)? 

    • A.

      Premium movie channels

    • B.

      Protection Plan

    • C.

      Blockbuster @ Home

    • D.

      All of the above

    Correct Answer
    D. All of the above
    Explanation
    The correct answer is "All of the above". This means that if we add premium movie channels, protection plan, or Blockbuster @ Home to the customer's account through the API, we must inform the customer that they are receiving these additions.

    Rate this question:

  • 28. 

    It is OK to tell a customer that "their price won't change" after the 2nd yr.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    It is not okay to tell a customer that "their price won't change" after the 2nd year because prices can change over time due to various factors such as inflation, changes in market conditions, or adjustments in company policies. It is important to be transparent and honest with customers about the possibility of price changes in the future.

    Rate this question:

  • 29. 

    A customer calls in and they tell you that they are moving and need to move their service to a new residence. You: 

    • A.

      Try to sell Frontier Secure, internet, phone, and or ADT then give them the CS number to move their service to the new residence.

    • B.

      Tell them to set up a 2nd account so they get new promotions, and cancel their old one when they get installed.

    • C.

      Set up a new account at the new residence in the wife’s maiden name and tell them to cancel the old account when they get installed.

    • D.

      Ask them if they think Karl Malone is a LEGEND, and why. Then hang up and tell them good day sir.

    Correct Answer
    A. Try to sell Frontier Secure, internet, phone, and or ADT then give them the CS number to move their service to the new residence.
    Explanation
    The correct answer suggests that when a customer calls in to move their service to a new residence, the appropriate action is to try to sell them additional services like Frontier Secure, internet, phone, and/or ADT. After that, the customer should be provided with the customer service (CS) number to facilitate the process of moving their service to the new residence. This answer focuses on meeting the customer's needs by offering additional services and providing them with the necessary information to complete the move.

    Rate this question:

  • 30. 

    It is required to read the recaps VERBATIM

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The correct answer is true because the question states that it is required to read the recaps verbatim. This means that the recaps must be read exactly as they are written without any changes or alterations.

    Rate this question:

  • 31. 

    It is still acceptable to use a spouse’s info for credit qualification without them actually being on the line. 

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    It is possible to use a spouse's information for credit qualification without them actually being on the line. This means that a person can include their spouse's income or credit history when applying for credit, even if the spouse is not listed as a co-applicant or joint account holder. This practice is common in situations where one spouse has a higher income or better credit score, and it can help improve the chances of getting approved for credit.

    Rate this question:

  • 32. 

    True or False: Customers can be installed on the 1st, 2nd, 3rd, and 4th floor.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Dish cannot be installed above the 3rd floor

    Rate this question:

  • 33. 

    True or False: A landlord may restrict areas of a property they rent to tenants including: roof, hallways, walkways, window sills, exterior walls of a building.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    A landlord has the right to restrict certain areas of a property that they rent to tenants. This can include areas such as the roof, hallways, walkways, window sills, and exterior walls of a building. By restricting access to these areas, the landlord can maintain control over the property and ensure the safety and security of both the tenants and the property itself.

    Rate this question:

  • 34. 

    True or False: We can place notes on an order for when a customer would prefer to be installed and give the impression that they can plan on being installed around that time?

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Placing notes on an order for installation preferences does not guarantee that the customer will be installed around that time. It only gives the impression that their preferences are taken into account, but actual installation timing may depend on various factors such as availability, scheduling, and other unforeseen circumstances. Therefore, the statement is false.

    Rate this question:

  • 35. 

    True or False: Completion rate tends to decrease the further out the install date.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    The completion rate refers to the percentage of tasks or activities that are successfully finished. In this case, the statement suggests that as the install date gets further away, the completion rate tends to decrease. This implies that there is a higher likelihood of tasks not being completed as the time between the install date and the present moment increases.

    Rate this question:

  • 36. 

    True or False:  I should encourage my customers to call customer service to see if they can get an expedited installation date.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    Encouraging customers to call customer service to expedite installation dates may not be the best approach. It is the responsibility of customer service to handle such inquiries and provide the necessary assistance. Instead, as a service provider, it is better to proactively communicate with customers, keeping them informed about the installation process and offering any available options for expediting the service. This approach shows a proactive and customer-centric attitude, rather than placing the burden on the customer to seek expedited service themselves.

    Rate this question:

  • 37. 

    True or False:  Customers who have 2 phone numbers, SMS text message "opt in", same day or next day install, and an email address fulfill much higher than customers who have less contact information and install dates further out.

    • A.

      True

    • B.

      False

    Correct Answer
    A. True
    Explanation
    Customers who have multiple phone numbers, opt-in for SMS text messages, have a same day or next day installation, and provide an email address are more likely to fulfill their commitments compared to customers who have less contact information and installation dates further out. This is because having multiple contact methods and a shorter installation timeline indicates a higher level of engagement and commitment from the customers, making them more likely to follow through with their installation.

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  • 38. 

    With most "objections", we do what? 

    • A.

      Overcome them

    • B.

      Ignore them

    • C.

      Validate them

    • D.

      Erase them

    Correct Answer(s)
    A. Overcome them
    B. Ignore them
    C. Validate them
    Explanation
    The correct answer is "Overcome them, Ignore them, Validate them". When faced with objections, we have different approaches. Sometimes, we try to overcome the objections by addressing them and providing counterarguments or solutions. Other times, we choose to ignore the objections and continue with our original plan or decision. Lastly, we may validate the objections by considering them valid and adjusting our plans accordingly.

    Rate this question:

  • 39. 

    What are objections that we need to overcome?

    • A.

      The customer says that they want to talk to their spouse.

    • B.

      The customer says that the package is too expensive.

    • C.

      The customer is trying to get off the phone.

    • D.

      The customer is not willing to give out their social security number.

    • E.

      The customer has an objection when the agent attempts to collect payment.

    • F.

      The customer says "Orange Julius"

    Correct Answer(s)
    A. The customer says that they want to talk to their spouse.
    B. The customer says that the package is too expensive.
    C. The customer is trying to get off the phone.
    D. The customer is not willing to give out their social security number.
    E. The customer has an objection when the agent attempts to collect payment.
    Explanation
    The given answer includes objections that a customer may have during a conversation. These objections include wanting to talk to their spouse, stating that the package is too expensive, trying to end the call, refusing to provide their social security number, and having an objection when asked for payment. These objections are common challenges that a sales agent may encounter and need to address in order to overcome them and successfully close a sale.

    Rate this question:

  • 40. 

    As far as objections are concerned; we as sales agents should ________ objections.

    • A.

      Dodge

    • B.

      Miss

    • C.

      Love

    • D.

      Expect

    Correct Answer
    D. Expect
    Explanation
    In sales, it is important to expect objections from potential customers. This means anticipating and preparing for any concerns or doubts they may have about the product or service being offered. By expecting objections, sales agents can be proactive in addressing them and providing persuasive responses. This approach demonstrates confidence and professionalism, ultimately increasing the chances of closing a sale.

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  • 41. 

    If we need to overcome an objection, what is the first step to doing so? 

    • A.

      Asking them why they don't want to set up

    • B.

      Provide a solution

    • C.

      Quick Validation

    • D.

      Hang up

    Correct Answer
    C. Quick Validation
    Explanation
    Quick validation is the first step to overcoming an objection because it allows you to acknowledge the customer's concern and validate their feelings. By quickly validating their objection, you show empathy and build rapport with the customer. This helps to create a positive atmosphere for further discussion and allows you to address their concerns more effectively.

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  • 42. 

    The second step to overcoming an objection is: 

    • A.

      Isolate the objection

    • B.

      Validate

    • C.

      Offer a solution

    • D.

      Tell the customer that today is the best day ever

    Correct Answer
    A. Isolate the objection
    Explanation
    In order to overcome an objection effectively, it is important to isolate the objection first. This means identifying and separating the objection from other factors or concerns that the customer may have. By isolating the objection, the salesperson can focus on addressing and resolving that specific issue, rather than getting sidetracked or overwhelmed by other unrelated factors. This step allows for a more targeted and effective response, increasing the chances of successfully overcoming the objection and closing the sale.

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  • 43. 

    The third step to overcoming an objection is: 

    • A.

      Offer a solution/ minimize the objection

    • B.

      Validate

    • C.

      Keep the needle moving/Drive the conversation forward with your question

    • D.

      Isolate the objection

    Correct Answer
    A. Offer a solution/ minimize the objection
    Explanation
    Offering a solution or minimizing the objection is the third step to overcoming an objection. This involves addressing the concern raised by the objection and providing a resolution or alternative that can alleviate the objection. By doing so, the salesperson demonstrates their willingness to work towards a solution and shows the customer that their concerns are being taken seriously. This step helps to build trust and move the conversation forward in a positive direction.

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  • 44. 

    The fourth step to overcoming an objection is: 

    • A.

      Validate

    • B.

      Offer a solution to the objection

    • C.

      Isolate the objection

    • D.

      Keep the needle moving/Drive the conversation forward with your question

    Correct Answer
    D. Keep the needle moving/Drive the conversation forward with your question
    Explanation
    The fourth step to overcoming an objection is to keep the needle moving or drive the conversation forward with your question. This means that instead of getting stuck on the objection, you should continue the conversation by asking relevant questions that address the objection and keep the discussion moving in a positive direction. By doing so, you can gather more information, understand the objection better, and potentially offer a solution that addresses the customer's concerns. This step helps to maintain engagement, build rapport, and ultimately increase the chances of resolving the objection successfully.

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  • 45. 

    What is a good example of the final step of overcoming an objection, keeping the needle moving? 

    • A.

      "So, do you want to set up service?"

    • B.

      "How does that sound?”

    • C.

      "What email did you want me to send that confirmation to?”

    • D.

      "Now don't you feel a lot better?”

    Correct Answer
    C. "What email did you want me to send that confirmation to?”
    Explanation
    The given answer, "What email did you want me to send that confirmation to?", is a good example of the final step of overcoming an objection and keeping the needle moving because it assumes that the customer has already agreed to set up service. By asking for the customer's email to send the confirmation, it reinforces the assumption that the customer has made a decision and moves the conversation forward towards completing the transaction.

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  • 46. 

    Which is a good example of isolating an objection?

    • A.

      "You don't need to talk to your spouse, they are going to love this package that I am setting you up with."

    • B.

      "Yes it's a 24 month agreement and you don't have any other option."

    • C.

      "Is this your only objection to setting up TV service with Dish Network with me today for 24 months?"

    • D.

      "Is there anything else holding us back today?"

    Correct Answer
    D. "Is there anything else holding us back today?"
    Explanation
    The answer "Is there anything else holding us back today?" is a good example of isolating an objection because it directly addresses the possibility of additional concerns or objections that the person may have. By asking this question, the speaker is giving the other person an opportunity to express any other issues they may have before moving forward with the decision. This allows the speaker to address and overcome any remaining objections, ensuring a smoother and more successful outcome.

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  • 47. 

    Select the options that are good examples of the first step to overcoming an objection, "Quick Validation". 

    • A.

      "I hear ya on that, you know I never set anything up or make any decisions without talking to my spouse, either.

    • B.

      "I hear ya loud and clear."

    • C.

      "Yes it's a 24 month commitment, but it's no big deal."

    • D.

      "Sure, I understand."

    • E.

      "Why would you want to check around?"

    Correct Answer(s)
    B. "I hear ya loud and clear."
    D. "Sure, I understand."
    Explanation
    The options "I hear ya loud and clear" and "Sure, I understand" are good examples of the first step to overcoming an objection, "Quick Validation." These responses show empathy and understanding towards the objection raised by the customer. By acknowledging their concerns and validating their point of view, the salesperson can build rapport and create a more receptive environment for addressing the objection effectively.

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  • 48. 

    Processing an Electronic Funds Transfer (EFT) after the customer stated the account did not have sufficient funds to cover the upfront cost, or without verbally getting the bank routing number account number from the customer, is acceptable to do.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    If the customer has stated that they do not have money in their account to process the EFT and/or they have not verbally given you the routing and account number for their bank, is unacceptable and considered to be a "major impact" error in QA

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  • 49. 

    It is acceptable to guarantee the customer that their monthly price is "price locked" and will not change.

    • A.

      True

    • B.

      False

    Correct Answer
    B. False
    Explanation
    It is possible that their monthly price could change. This could occur from a rate increase by Dish.

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  • 50. 

    After gathering from the customer what channels and shows they watch, when offering a package it is important to:

    • A.

      Offer the Smart Pack in all cases

    • B.

      Offer the package that fits their needs the most

    • C.

      Always set the customer up with the AT200

    • D.

      F10 Cable the customer and take an extended break in "Unavailable"

    Correct Answer
    B. Offer the package that fits their needs the most
    Explanation
    When offering a package to a customer, it is important to offer the package that fits their needs the most. This ensures that the customer gets the channels and shows they prefer, increasing their satisfaction with the package. Offering the Smart Pack in all cases may not be suitable for every customer, as their preferences may vary. Similarly, always setting the customer up with the AT200 may not be appropriate if it does not align with their viewing preferences. Taking an extended break in "Unavailable" is unrelated to offering the appropriate package.

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Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 14, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Apr 30, 2014
    Quiz Created by
    CLEARLINK
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