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.
- 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?
- 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
- 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?
- 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
- 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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 14.Fill in the missing word: Do you _____ your home or do you rent?
- 15.Fill in the missing words: What is the ____ _______ where the system would be installed?
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