Ultimate Quiz On Customer Service Conversation Skills! Trivia Questions
This is the ultimate quiz on customer service conversation skills! When it comes to selling security packages to prospective clients, you should ensure that you use the right words or else loose a prospective client. The quiz below will help you up your skills when you give a call to a prospective client. Do give it a shot and all the best!
- 1.
Your customer says to you, "I have a gun." What should you reply to?
- A.
Guns are a great form of protection from break-ins and theft, but they cannot protect against fire and carbon monoxide.
- B.
I understand, some people feel they can’t afford another monthly bill, once they understand they will receive up to a 20% discount on their homeowner’s insurance, they can generally see how that savings will more than cover the cost of the monitoring
- C.
We work with the nation’s leading home security companies and they provide us with reports so we can reach out to customers like you and offer them protection.
- D.
I apologize for the call, this must have been an error and I will place you on the do not call list. Thank you and have a good day.
Correct Answer
A. Guns are a great form of protection from break-ins and theft, but they cannot protect against fire and carbon monoxide. -
- 2.
Which one of the following is the correct opening for inbound calls?
- A.
This is ____ with Home Security Services. Are you interested in protecting your home with a free security system?
- B.
Thank you for calling Home Security Services. This is ____. How are you today?
- C.
Do you own your home or do you rent?
- D.
Welcome to Home Security Services. This is _____. How are you today?
Correct Answer
B. Thank you for calling Home Security Services. This is ____. How are you today?Explanation
The correct opening for inbound calls is "Thank you for calling Home Security Services. This is ____. How are you today?" This opening acknowledges the caller's action of reaching out to the company and establishes a friendly and professional tone. It also shows that the representative is ready to assist the caller and is interested in their well-being.Rate this question:
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- 3.
Which responses are valid to this question: "Do you own your home or do you rent?"
- A.
I rent to own
- B.
I own my home
- C.
I am purchasing my home
- D.
I have a land contract
- E.
Yes
Correct Answer(s)
B. I own my home
C. I am purchasing my homeExplanation
The question asks about the ownership status of the respondent's home. The valid responses include "I own my home" and "I am purchasing my home" as both indicate that the person has ownership or is in the process of acquiring ownership.Rate this question:
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- 4.
If a customer tells you that (s)he is purchasing his/her home, what must you ask next?
- A.
Are you living in it now?
- B.
Are you the only owner, or do you share the home?
- C.
How long have you been living there?
- D.
Are you currently paying a mortgage on that property?
Correct Answer
D. Are you currently paying a mortgage on that property?Explanation
When a customer mentions that they are purchasing their home, the most relevant and important question to ask next is whether they are currently paying a mortgage on that property. This question helps to determine the customer's financial situation and whether they have any existing financial obligations related to the property. It provides valuable information about their ability to afford additional expenses or loans, and helps in assessing their eligibility for certain financial products or services.Rate this question:
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- 5.
You speak to the owner's wife. She's interested in the service, but her husband is unavailable. You can't give her any more information because she's not the owner.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement is false because even though the owner's wife is interested in the service and her husband is unavailable, it does not mean that you cannot give her any more information. It is possible to provide her with information and answer any questions she may have, even if she is not the owner.Rate this question:
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- 6.
If a customer is unwilling to give you their last name you can make one up or just send the first name.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The statement suggests that if a customer is unwilling to provide their last name, it is acceptable to make one up or only use their first name. However, this is not true. As a professional, it is important to respect customers' privacy and only use the information they provide. Making up a last name or using only the first name can lead to confusion and potential privacy concerns. It is best to only use the information provided by the customer.Rate this question:
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- 7.
Your customer asks you, "what's the monthly fee for the system?" What should you reply?
- A.
It's really inexpensive! I can get you information in just a minute.
- B.
We work with different data sources and referral companies who passed your information along to us.
- C.
That is a great question to ask your specialist, which I can go ahead and get an answer for you in just a minute.
- D.
This promotion is only available over the phone.
- E.
There is no catch, the system and installation are absolutely free. I just need to ask some simple questions to make sure you qualify for the promotion.
Correct Answer
C. That is a great question to ask your specialist, which I can go ahead and get an answer for you in just a minute.Explanation
The correct answer is to inform the customer that you will find out the monthly fee for the system from a specialist and provide them with an answer within a minute. This response shows that you are attentive to the customer's question and willing to provide them with the information they need in a timely manner.Rate this question:
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- 8.
Your customer asks you, "Where did you get my information?" What should you reply?
- A.
It's really inexpensive! I can get you information in just a minute.
- B.
We work with different data sources and referral companies who passed your information along to us.
- C.
That is a great question to ask your specialist, which I can go ahead and get an answer for you in just a minute.
- D.
This promotion is only available over the phone.
- E.
There is no catch, the system and installation are absolutely free. I just need to ask some simple questions to make sure you qualify for the promotion.
Correct Answer
B. We work with different data sources and referral companies who passed your information along to us.Explanation
The correct answer is "We work with different data sources and referral companies who passed your information along to us." This response acknowledges the customer's question and provides a clear explanation of where the information was obtained from. It also implies that the company has established partnerships and collaborations with reputable sources, which may help build trust with the customer.Rate this question:
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- 9.
Your customer asks you, "Can you send me something in the mail?" What should you reply?
- A.
It's really inexpensive! I can get you information in just a minute.
- B.
We work with different data sources and referral companies who passed your information along to us.
- C.
That is a great question to ask your specialist, which I can go ahead and get an answer for you in just a minute.
- D.
This promotion is only available over the phone.
- E.
There is no catch, the system and installation are absolutely free. I just need to ask some simple questions to make sure you qualify for the promotion.
Correct Answer
D. This promotion is only available over the phone. -
- 10.
Your customer says to you, "I have a gun." What should you reply?
- A.
Guns are a great form of protection from break-ins and theft, but they cannot protect against fire and carbon monoxide.
- B.
I understand, some people feel they can’t afford another monthly bill, once they understand they will receive up to a 20% discount on their homeowner’s insurance, they can generally see how that savings will more than cover the cost of the monitoring
- C.
We work with the nation’s leading home security companies and they provide us with reports so we can reach out to customers like you and offer them protection.
- D.
I apologize for the call, this must have been an error and I will place you on the do not call list. Thank you and have a good day.
Correct Answer
A. Guns are a great form of protection from break-ins and theft, but they cannot protect against fire and carbon monoxide.Explanation
This answer acknowledges the customer's statement about having a gun and provides information about its limitations. It explains that while guns can be effective for protection against break-ins and theft, they are not effective in protecting against fire and carbon monoxide. This response shows an understanding of the customer's concern and provides relevant information in a concise manner.Rate this question:
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- 11.
Your customer says to you, "How do you know there is an increase of break-ins in my area?" How do you reply?
- A.
Guns are a great form of protection from break-ins and theft, but they cannot protect against fire and carbon monoxide.
- B.
I understand, some people feel they can’t afford another monthly bill, once they understand they will receive up to a 20% discount on their homeowner’s insurance, they can generally see how that savings will more than cover the cost of the monitoring
- C.
We work with the nation’s leading home security companies and they provide us with reports so we can reach out to customers like you and offer them protection.
- D.
I apologize for the call, this must have been an error and I will place you on the do not call list. Thank you and have a good day.
Correct Answer
C. We work with the nation’s leading home security companies and they provide us with reports so we can reach out to customers like you and offer them protection.Explanation
The answer suggests that the company works with home security companies who provide them with reports on break-ins in the customer's area. This allows them to offer protection and security services based on the information provided by these companies.Rate this question:
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- 12.
Your customer says to you, "I can't afford to pay for this." How do you reply?
- A.
Guns are a great form of protection from break-ins and theft, but they cannot protect against fire and carbon monoxide.
- B.
I understand, some people feel they can’t afford another monthly bill, once they understand they will receive up to a 20% discount on their homeowner’s insurance, they can generally see how that savings will more than cover the cost of the monitoring
- C.
We work with the nation’s leading home security companies and they provide us with reports so we can reach out to customers like you and offer them protection.
- D.
I apologize for the call, this must have been an error and I will place you on the do not call list. Thank you and have a good day.
Correct Answer
B. I understand, some people feel they can’t afford another monthly bill, once they understand they will receive up to a 20% discount on their homeowner’s insurance, they can generally see how that savings will more than cover the cost of the monitoringExplanation
The correct answer acknowledges the customer's concern about affordability and offers a solution by explaining the potential cost savings. By mentioning the possibility of receiving a 20% discount on their homeowner's insurance, the answer suggests that the cost of the monitoring service can be offset by the savings, making it more affordable for the customer. This response addresses the customer's financial constraint and provides a potential solution that can help them see the value in paying for the service.Rate this question:
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- 13.
Which is the appropriate handoff when doing a live transfer?
- A.
Hello this is (agent name) and I have (customer name) on the line. The lead id is (lead id number), thank you. Have a great day.
- B.
This is (customer name). Thanks.
- C.
Hey agent, how's it going? Are you having a good shift? Ok, well I have (customer) on the line. See ya!
- D.
I apologize for the call, this must have been an error and I will place you on the do not call list. Thank you and have a good day.
Correct Answer
A. Hello this is (agent name) and I have (customer name) on the line. The lead id is (lead id number), thank you. Have a great day.Explanation
The correct answer is the first option: "Hello this is (agent name) and I have (customer name) on the line. The lead id is (lead id number), thank you. Have a great day." This is the appropriate handoff because it clearly identifies the agent, the customer, and provides the lead ID number for reference. It also includes a polite closing statement.Rate this question:
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- 14.
Fill in the missing word: Do you _____ your home or do you rent?
Correct Answer
ownExplanation
The missing word in the sentence is "own." This word is used to ask whether the person being addressed possesses their home or if they rent it.Rate this question:
- 15.
Fill in the missing words: What is the ____ _______ where the system would be installed?
Correct Answer
zip codeExplanation
The missing words in the question are "location" or "place". The question is asking for the specific location or place where the system would be installed, and the answer to this is the zip code. A zip code is a numerical code used in postal addresses to identify a specific geographic area, allowing for efficient mail delivery and location identification.Rate this question:
Quiz Review Timeline +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Aug 24, 2023Quiz Edited by
ProProfs Editorial Team -
Jul 11, 2014Quiz Created by
Estebanmorales
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