Home Security Final Exam

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Estebanmorales
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  • 1/64 Questions

    You answer the call as scripted and you hear an answering machine on the other end.  How should you disposition the call?

    • Answering Machine
    • Agent
    • Callback
    • DISC
    • DNC
    • LANG
    • NI
    • RENTER
    • SILENT
    • XFER
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About This Quiz

The 'Home Security Final Exam' assesses skills in handling various call scenarios in a home security context. It focuses on correctly categorizing calls based on customer requests and situations, enhancing effective communication and operational efficiency in customer service.

Home Security Final Exam - Quiz

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  • 2. 

    You're about to answer the call but you notice that as soon as it comes in, Vicidial is already telling you that the call has been disconnected.  How do you disposition this call?

    • Answering Machine

    • Agent

    • Callback

    • DISC

    • DNC

    • LANG

    • NI

    • RENTER

    • SILENT

    • XFER

    Correct Answer
    A. DISC
    Explanation
    The correct answer is DISC. When the call comes in and Vicidial immediately informs you that it has been disconnected, you would disposition this call as "DISC" which stands for disconnected. This indicates that the call was disconnected before you could answer it.

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  • 3. 

    As soon as you pick up the phone your customer tells you that she would like to be placed on the DNC list.  How do you disposition this call?

    • Answering Machine

    • Agent

    • Callback

    • DISC

    • DNC

    • LANG

    • NI

    • RENTER

    • SILENT

    • XFER

    Correct Answer
    A. DNC
    Explanation
    The correct answer is DNC. When the customer requests to be placed on the DNC (Do Not Call) list, the call should be dispositioned as DNC. This means that the customer's request to not receive any further calls should be recorded and their contact information should be added to the DNC list to ensure compliance with regulations and to respect the customer's preference.

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  • 4. 

    You open the call as scripted and the customer on the other end asks you if you speak Spanish.  How do you disposition this call?

    • Answering Machine

    • Agent

    • Callback

    • DISC

    • DNC

    • LANG

    • NI

    • RENTER

    • SILENT

    • XFER

    Correct Answer
    A. LANG
    Explanation
    The correct answer is LANG. In this scenario, the customer asks if the agent speaks Spanish. The disposition code "LANG" would be appropriate as it indicates that the customer's language preference was addressed during the call.

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  • 5. 

    Your customer says that he has no need for a home security system.  You rebuttal two times, but he politely declines.  How do you disposition this call?

    • Answering Machine

    • Agent

    • Callback

    • DISC

    • DNC

    • LANG

    • NI

    • RENTER

    • SILENT

    • XFER

    Correct Answer
    A. NI
    Explanation
    The correct answer is NI, which stands for "Not Interested." In this scenario, the customer has clearly stated that they have no need for a home security system and has declined the rebuttals. Therefore, the call should be dispositioned as "Not Interested."

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  • 6. 

    You answer the call as scripted but no one on the other end speaks.  You try two more times and no one says anything.  How do you disposition your call?

    • Answering Machine

    • Agent

    • Callback

    • DISC

    • DNC

    • LANG

    • NI

    • RENTER

    • SILENT

    • XFER

    Correct Answer
    A. SILENT
    Explanation
    In this scenario, the correct answer is "SILENT". This disposition is chosen because no one on the other end speaks after answering the call as scripted, even after trying two more times. The call is silent, indicating that there is no communication from the other party. Therefore, the appropriate disposition is "SILENT".

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  • 7. 

    An agent has done 44 transfers in 8 hours.  What's their TpH? 

    • 5.5

    • 352

    • 0.18

    • 36

    Correct Answer
    A. 5.5
    Explanation
    The TPH (transfers per hour) can be calculated by dividing the total number of transfers (44) by the total number of hours (8). In this case, 44 divided by 8 equals 5.5, so the TPH is 5.5.

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  • 8. 

    An agent has done 32 transfers in two and a half hours.  What's their TpH? 

    • 12.8

    • 80

    • .08

    • 29.5

    Correct Answer
    A. 12.8
    Explanation
    The agent has done 32 transfers in two and a half hours. To calculate their TPH (transfers per hour), we need to divide the number of transfers by the number of hours. In this case, 32 transfers divided by 2.5 hours equals 12.8 transfers per hour.

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  • 9. 

    Your QA scores are: 95, 84, 88, 100. What is your total QA score?

    • 91.75%

    • 36.66%

    • 122.33%

    • 103%

    Correct Answer
    A. 91.75%
    Explanation
    The correct answer is 91.75%. To calculate the total QA score, you need to add up all the individual scores and then divide by the total number of scores. In this case, the sum of the scores is 95 + 84 + 88 + 100 = 367. Dividing 367 by 4 (the total number of scores) gives us 91.75%.

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  • 10. 

    Your QA scores are: 100, 100, 0, 98. What is your total QA score?

    • 74.50%

    • 36.66%

    • 84.44%

    • 55.23%

    Correct Answer
    A. 74.50%
    Explanation
    The total QA score is 74.50%. This is calculated by summing up all the individual scores (100 + 100 + 0 + 98 = 298) and dividing it by the total number of scores (4). Then, the resulting value is multiplied by 100 to convert it into a percentage. Therefore, the total QA score is 74.50%.

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  • 11. 

    What is your QA goal?

    • 95.00%

    • 98.00%

    • 94.50%

    • 96.00%

    Correct Answer
    A. 95.00%
    Explanation
    The correct answer is 95.00%. This suggests that the QA goal is to achieve a 95% success rate or accuracy in the quality assurance process. This means that the goal is to ensure that 95% of the products or services meet the required quality standards and specifications. Achieving this goal would indicate a high level of quality control and customer satisfaction.

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  • 12. 

    Which of the following cannot be brought into the floor

    • Paper

    • Pens

    • Cell Phones

    • Keys

    Correct Answer(s)
    A. Paper
    A. Pens
    A. Cell Phones
    Explanation
    The items that cannot be brought into the floor are paper, pens, and cell phones. This could be due to various reasons such as the potential for distraction (cell phones), the risk of damage or mess (paper, pens), or specific rules and regulations in place. Keys, on the other hand, are not mentioned as being prohibited, so they can be brought into the floor.

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  • 13. 

    I accidentally brought my phone into the floor.  It's ok to keep it at my desk as long as it's off.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Leaving the phone on the desk, even if it's turned off, is not okay because the question mentions that it was accidentally brought to the floor. This implies that bringing the phone to the floor is not allowed, regardless of its state. Therefore, the statement is false.

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  • 14. 

    As long as my phone is off, it's ok to bring it into the floor.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Bringing a phone into the floor is not okay even if it is turned off.

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  • 15. 

    I can use my computer to browse Wikipedia to read about Home Security Systems.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because it states that the computer can be used to browse Wikipedia to read about Home Security Systems. However, the statement does not mention whether the computer has internet access or not. Without internet access, it would not be possible to browse Wikipedia or any other online platform. Therefore, the statement is incorrect.

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  • 16. 

    What should you do if you find a PCI breach?

    • Keep quiet. It's only a problem if someone notices.

    • Immediately report the infraction to my supervisor so (s)he can take immediate action.

    • Email [email protected] with a description of the issue.

    • Take pictures of the breach.

    Correct Answer
    A. Immediately report the infraction to my supervisor so (s)he can take immediate action.
    Explanation
    If you find a PCI breach, the correct action to take is to immediately report the infraction to your supervisor so that they can take immediate action. This is important because a PCI breach involves the compromise of sensitive payment card information, which can have serious consequences for both the organization and the individuals affected. By promptly reporting the breach, your supervisor can initiate the necessary steps to investigate and mitigate the breach, such as notifying the appropriate authorities, conducting a forensic analysis, and implementing measures to prevent future breaches.

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  • 17. 

    Speaking Spanish on the floor is OK as long as it's quiet.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Speaking Spanish on the floor is not necessarily okay as long as it's quiet. The statement implies that speaking Spanish is acceptable as long as it doesn't create noise, but this is not accurate. The acceptability of speaking Spanish or any other language on the floor depends on the specific rules and regulations of the environment. It is important to consider the cultural diversity and inclusivity of the workplace or setting, and to ensure that everyone feels respected and included.

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  • 18. 

    If a customer tells you that (s)he is purchasing his/her home, what must you ask next?

    • Are you living in it now?

    • Are you the only owner, or do you share the home?

    • How long have you been living there?

    • Are you currently paying a mortgage on that property?

    Correct Answer
    A. Are you currently paying a mortgage on that property?
    Explanation
    The question asks what must be asked next when a customer says they are purchasing their home. The answer "Are you currently paying a mortgage on that property?" is the most relevant follow-up question in this scenario. It helps to gather important information about the customer's financial situation and ownership status, which can be crucial for providing appropriate assistance or guidance.

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  • 19. 

    Your customer asks you, "Where did you get my information?"  What should you reply?

    • It's really inexpensive! I can get you information in just a minute.

    • We work with different data sources and referral companies who passed your information along to us.

    • That is a great question to ask your specialist, which I can go ahead and get an answer for you in just a minute.

    • This promotion is only available over the phone.

    • 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
    A. We work with different data sources and referral companies who passed your information along to us.
    Explanation
    The answer suggests that the company obtains customer information from various data sources and referral companies who have shared the information with them. This implies that the company has established partnerships and collaborations to gather customer data, ensuring a wide range of sources for obtaining information.

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  • 20. 

    Your customer asks you, "Can you send me something in the mail?"  What should you reply?

    • It's really inexpensive! I can get you information in just a minute.

    • We work with different data sources and referral companies who passed your information along to us.

    • That is a great question to ask your specialist, which I can go ahead and get an answer for you in just a minute.

    • This promotion is only available over the phone.

    • 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
    A. This promotion is only available over the phone.
  • 21. 

    Your customer says to you, "I have a gun."  What should you reply?

    • Guns are a great form of protection from break-ins and theft, but they cannot protect against fire and carbon monoxide.

    • 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

    • 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.

    • 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
    The customer's statement about having a gun is unrelated to the context of the conversation, which seems to be about home security and protection. The correct answer acknowledges the effectiveness of guns in protecting against break-ins and theft, but also highlights their limitations in protecting against fire and carbon monoxide. This response shows an understanding of the customer's concern while redirecting the conversation back to the topic at hand.

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  • 22. 

    Your customer says to you, "I have a gun."  What should you reply?

    • Guns are a great form of protection from break-ins and theft, but they cannot protect against fire and carbon monoxide.

    • 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

    • 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.

    • 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
    The customer mentions having a gun, and the correct answer acknowledges that guns can provide protection against break-ins and theft. However, it also highlights the limitation of guns in that they cannot protect against fire and carbon monoxide. This response shows an understanding of the customer's concern while also providing additional information about the limitations of relying solely on a gun for protection.

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  • 23. 

    Your customer says to you, "How do you know there is an increase of break-ins in my area?" How do you reply?

    • Guns are a great form of protection from break-ins and theft, but they cannot protect against fire and carbon monoxide.

    • 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

    • 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.

    • 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. 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.
  • 24. 

    Your customer says to you, "I can't afford to pay for this." How do you reply?

    • Guns are a great form of protection from break-ins and theft, but they cannot protect against fire and carbon monoxide.

    • 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

    • 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.

    • 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. 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
    Explanation
    The suggested answer acknowledges the customer's concern about affordability and offers a solution by explaining the potential cost savings. By highlighting the possibility of receiving a discount on their homeowner's insurance, the answer aims to demonstrate that the cost of the monitoring service can be offset by the savings. This response shows empathy towards the customer's financial situation and provides a persuasive argument to address their affordability concerns.

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  • 25. 

    Fill in the missing word: Do you _____ your home or do you rent?

    Correct Answer
    own
    Explanation
    The missing word in the sentence is "own". The question is asking whether the person possesses their home or if they rent it. The word "own" indicates that the person possesses their home.

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  • 26. 

    Fill in the missing words: What is the ____ _______ where the system would be installed?

    Correct Answer
    zip code
    Explanation
    The missing words in the question are "location" and "address". The question is asking for the specific location or address where the system would be installed. The answer "zip code" refers to the postal code that is used to identify a specific geographic area. In this context, the zip code would provide the necessary information to determine the location where the system should be installed.

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  • 27. 

    If the customer you're speaking with states that they have a system currently, what question should you ask?

    • Are you currently under contract?

    • Are you interested in protecting your home?

    • What's the zip code where the system would be installed?

    • Do you own your home or do you rent?

    Correct Answer
    A. Are you currently under contract?
    Explanation
    The question "Are you currently under contract?" should be asked if the customer states that they have a system currently. This question helps to determine if the customer is currently bound by a contract with another security system provider. If they are under contract, it may affect their ability to switch to a new provider or require them to fulfill certain obligations before making a change.

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  • 28. 

    The agent that you're listening to doesn't use the scripted opening.  Where do you score down points for that?

    • Agent uses scripted opening

    • Rep lets the customer know the "reason for the call" as scripted per campaign

    • Rep asks the customer: "Do you own your home or do you rent"

    • Rep verifies the customer's phone number

    • Rep asked for the zip and verified the state

    • Rep obtains the customer's first and last name

    Correct Answer
    A. Agent uses scripted opening
    Explanation
    The given answer is correct because the agent is not using the scripted opening. Using a scripted opening is an important part of the call process as it helps to establish a professional and consistent approach with the customer. By not using the scripted opening, the agent may miss out on important information or fail to properly set the tone for the call. This can result in a lower score as it demonstrates a lack of adherence to the established procedures and guidelines.

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  • 29. 

    Your customer states that they're renting their home.  How do you disposition your call?

    • Answering Machine

    • Agent

    • Callback

    • DISC

    • DNC

    • LANG

    • NI

    • RENTER

    • SILENT

    • XFER

    Correct Answer
    A. RENTER
    Explanation
    Based on the given options, "RENTER" seems to be the most appropriate disposition for the call. This suggests that the customer is a renter and the call should be categorized accordingly.

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  • 30. 

    An agent has done 24 transfers in 7.1 hours.  What's their TpH? 

    • 3.38

    • 170.4

    • 16.9

    • 3

    Correct Answer
    A. 3.38
    Explanation
    The TPH (transfers per hour) is calculated by dividing the number of transfers (24) by the number of hours (7.1). Therefore, the TPH is 24 divided by 7.1, which equals approximately 3.38.

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  • 31. 

    Which is the TpH goal? 

    • 6

    • 3

    • 4

    • 5

    Correct Answer
    A. 6
  • 32. 

    What is your conversion goal?

    • 13.00%

    • 5 TPH

    • 98%

    • 1.66%

    Correct Answer
    A. 13.00%
    Explanation
    The conversion goal refers to the desired percentage or rate at which a particular action or outcome is achieved. In this case, the correct answer is 13.00%, indicating that the conversion goal is set at a rate of 13.00%. This means that the objective is to achieve a conversion rate of 13.00% for a specific action or outcome.

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  • 33. 

    Your QA scores are: 100, 84, 99, 74. What is your total QA score?

    • 89.25%

    • 76.66%

    • 84.44%

    • 55.23%

    Correct Answer
    A. 89.25%
    Explanation
    The correct answer is 89.25%. To calculate the total QA score, you need to find the average of the given scores. Adding up all the scores (100+84+99+74) gives a total of 357. Dividing this total by the number of scores (4) gives an average of 89.25. To express it as a percentage, you add a percent sign, resulting in 89.25%.

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  • 34. 

    Your QA scores are: 99, 99, 98, 97. What is your total QA score?

    • 98.25%

    • 96.66%

    • 94.44%

    • 95.23%

    Correct Answer
    A. 98.25%
    Explanation
    The total QA score is 98.25%. This can be calculated by adding up all the individual scores (99 + 99 + 98 + 97 = 393) and then dividing it by the total number of scores (4). Then, this result (393/4 = 98.25) is expressed as a percentage by multiplying it by 100. Therefore, the total QA score is 98.25%.

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  • 35. 

    Which one of the following is the correct opening for inbound calls?

    • This is ____ with Home Security Services. Are you interested in protecting your home with a free security system?

    • Thank you for calling Home Security Services. This is ____. How are you today?

    • Do you own your home or do you rent?

    • Welcome to Home Security Services. This is _____. How are you today?

    Correct Answer
    A. Thank you for calling Home Security Services. This is ____. How are you today?
  • 36. 

    Which is the appropriate hand off when doing a live transfer?

    • 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 (customer name). Thanks.

    • Hey agent, how's it going? Are you having a good shift? Ok, well I have (customer) on the line. See ya!

    • 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 when doing a live transfer because it clearly identifies the agent, the customer, and provides important information such as the lead id number. It also ends the conversation in a polite and positive manner.

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  • 37. 

    The agent you are monitoring uses the customer's name 4 times.  Where do you give him points for that?

    • Rep makes a positive first impression by answering the phone with energy

    • Rep maintains a professional, excited, and clear tone throughout the call

    • Rep actively listens to customer and avoids interruptions

    • Rep personalizes the call by using the caller's name

    • Rep uses customer service trigger phrases

    • Rep efficiently and effectively handled the call

    Correct Answer
    A. Rep personalizes the call by using the caller's name
    Explanation
    The given answer is correct because it specifically mentions that the agent personalizes the call by using the caller's name. This shows that the agent is making an effort to establish a more personalized and friendly interaction with the customer, which can enhance the customer's experience and satisfaction. The other options do not directly address the use of the customer's name, so they are not relevant in this context.

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  • 38. 

    The agent says to his customer, "You own your home, right?"  Where are points scored down?

    • Agent uses scripted opening

    • Rep lets the customer know the "reason for the call" as scripted per campaign

    • Rep asks the customer: "Do you own your home or do you rent"

    • Rep verifies the customer's phone number

    • Rep asked for the zip and verified the state

    • Rep obtains the customer's first and last name

    Correct Answer
    A. Rep asks the customer: "Do you own your home or do you rent"
    Explanation
    The correct answer is "Rep asks the customer: 'Do you own your home or do you rent'". This is because the question specifically mentions the agent saying to the customer, "You own your home, right?" This aligns with the answer choice that states the representative asks the customer if they own their home or rent. The other options mentioned in the question are unrelated to the agent's statement about home ownership.

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  • 39. 

    Your customer gives you all the necessary information and agrees to speak with a representative.  How do you disposition your call?

    • Answering Machine

    • Agent

    • Callback

    • DISC

    • DNC

    • LANG

    • NI

    • RENTER

    • SILENT

    • XFER

    Correct Answer
    A. XFER
    Explanation
    The correct answer is XFER. This means that the customer has agreed to speak with a representative and the call should be transferred to the appropriate person or department.

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  • 40. 

    An agent has done 17 transfers in one and a half hours.  What's their TpH? 

    • 11.33

    • 25.5

    • .08

    • 15.5

    Correct Answer
    A. 11.33
    Explanation
    The TPH (transfers per hour) can be calculated by dividing the total number of transfers (17) by the total number of hours (1.5). In this case, 17 divided by 1.5 equals 11.33. Therefore, the agent's TPH is 11.33.

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  • 41. 

    An agent has transferred 36 calls and  taken 241.  What is their conversion?

    • 14.93%

    • 6.69%

    • 8,676%

    • 205%

    Correct Answer
    A. 14.93%
    Explanation
    The conversion rate is calculated by dividing the number of successful conversions (transferred calls) by the total number of attempts (calls taken). In this case, the agent transferred 36 calls out of a total of 241 calls taken. Dividing 36 by 241 and multiplying by 100 gives a conversion rate of 14.93%.

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  • 42. 

    PCI stands for:

    • Payment Card Industry

    • Processing Cards Internally

    • Payment Cost Inventory

    Correct Answer
    A. Payment Card Industry
    Explanation
    PCI stands for Payment Card Industry. This term refers to the set of security standards and guidelines established by major credit card companies to ensure the protection of cardholder data and to reduce the risk of fraud and data breaches. Compliance with these standards is mandatory for all businesses that handle credit card information, including merchants, service providers, and financial institutions. The Payment Card Industry Data Security Standard (PCI DSS) includes requirements for network security, data encryption, access control, and regular security monitoring, among others. By adhering to these standards, organizations can maintain the security and integrity of payment card transactions.

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  • 43. 

    Is [your statement here] true or false?

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The given correct answer is "True."

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  • 44. 

    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.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement contradicts the information given in the question. It states that you can't give the owner's wife any more information because she's not the owner. However, the question clearly states that she is interested in the service, indicating that she has a stake in the decision-making process. Therefore, it is not true that you can't provide her with more information.

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  • 45. 

    Your customer asks you, "what's the monthly fee for the system?"  What should you reply?

    • It's really inexpensive! I can get you information in just a minute.

    • We work with different data sources and referral companies who passed your information along to us.

    • That is a great question to ask your specialist, which I can go ahead and get an answer for you in just a minute.

    • This promotion is only available over the phone.

    • 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
    A. 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 the one that redirects the customer to ask their specialist and promises to provide an answer in a minute. This response shows that the customer's question is acknowledged and valued, and assures them that their query will be addressed promptly and accurately by a specialist who is knowledgeable about the system and its fees.

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  • 46. 

    The agent you are monitoring doesn't use the customer's name after she says it.  What category has points scored down?

    • Rep makes a positive first impression by answering the phone with energy

    • Rep maintains a professional, excited, and clear tone throughout the call

    • Rep actively listens to customer and avoids interruptions

    • Rep personalizes the call by using the caller's name

    • Rep uses customer service trigger phrases

    • Rep efficiently and effectively handled the cal

    Correct Answer
    A. Rep personalizes the call by using the caller's name
    Explanation
    The category that has points scored down is "Rep personalizes the call by using the caller's name." This is because the agent is not using the customer's name after she says it, indicating a lack of personalization in the call.

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  • 47. 

    The agent tells his customer that he's calling to give her a free security system, with no strings attached.  Where are points scored down for taht?

    • Agent uses scripted opening

    • Rep lets the customer know the "reason for the call" as scripted per campaign

    • Rep asks the customer: "Do you own your home or do you rent"

    • Rep verifies the customer's phone number

    • Rep asked for the zip and verified the state

    • Rep obtains the customer's first and last name

    Correct Answer
    A. Rep lets the customer know the "reason for the call" as scripted per campaign
    Explanation
    The agent scores points down for letting the customer know the "reason for the call" as scripted per campaign.

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  • 48. 

    You are trying to transfer a call to the closing agents.  The agents are all busy and your customer hangs up while you're waiting for them to answer.  How do you disposition the call?

    • Answering Machine

    • Agent

    • Callback

    • DISC

    • DNC

    • LANG

    • NI

    • RENTER

    • SILENT

    • XFER

    Correct Answer
    A. Agent
    Explanation
    When the customer hangs up while waiting for the busy closing agents to answer, the call is still considered as an attempted transfer to the agents. Therefore, the call should be dispositioned as "Agent". This indicates that the call was intended to be transferred to an agent but was not successfully connected.

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  • 49. 

    Which of the following are consequences of not following PCI guidelines?

    • Loss of job

    • Monetary fines

    • Civil litigation

    • Transfer to another account

    Correct Answer(s)
    A. Loss of job
    A. Monetary fines
    A. Civil litigation
    Explanation
    Not following PCI guidelines can lead to serious consequences such as loss of job, monetary fines, and civil litigation. Failure to adhere to these guidelines can result in breaches of sensitive customer data, which can have severe financial and legal implications for businesses. Loss of job can occur if an employee is found responsible for non-compliance. Monetary fines may be imposed by regulatory bodies as a penalty for not following the guidelines. Civil litigation can arise if customers or other parties affected by the breach decide to take legal action against the organization.

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Quiz Review Timeline (Updated): Nov 28, 2023 +

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

  • Current Version
  • Nov 28, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jul 14, 2014
    Quiz Created by
    Estebanmorales

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