Home Security Final Exam

64 Questions | By Estebanmorales | Updated: Mar 20, 2022 | Attempts: 85

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Questions and Answers

1.

You answer the call as scripted and you hear an answering machine on the other end. How should you disposition the call?
- A.
  
  Answering Machine
- B.
  
  Agent
- C.
  
  Callback
- D.
  
  DISC
- E.
  
  DNC
- F.
  
  LANG
- G.
  
  NI
- H.
  
  RENTER
- I.
  
  SILENT
- J.
  
  XFER
2.

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?
- A.
  
  Answering Machine
- B.
  
  Agent
- C.
  
  Callback
- D.
  
  DISC
- E.
  
  DNC
- F.
  
  LANG
- G.
  
  NI
- H.
  
  RENTER
- I.
  
  SILENT
- J.
  
  XFER
3.

You are working with your customer and they give you all the necessary information but they tell you that they can't speak now and would like for you to call them back in an hour. How do you disposition the call?
- A.
  
  Answering Machine
- B.
  
  Agent
- C.
  
  Callback
- D.
  
  DISC
- E.
  
  DNC
- F.
  
  LANG
- G.
  
  NI
- H.
  
  RENTER
- I.
  
  SILENT
- J.
  
  XFER
4.

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?
- A.
  
  Answering Machine
- B.
  
  Agent
- C.
  
  Callback
- D.
  
  DISC
- E.
  
  DNC
- F.
  
  LANG
- G.
  
  NI
- H.
  
  RENTER
- I.
  
  SILENT
- J.
  
  XFER
5.

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?
- A.
  
  Answering Machine
- B.
  
  Agent
- C.
  
  Callback
- D.
  
  DISC
- E.
  
  DNC
- F.
  
  LANG
- G.
  
  NI
- H.
  
  RENTER
- I.
  
  SILENT
- J.
  
  XFER
6.

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?
- A.
  
  Answering Machine
- B.
  
  Agent
- C.
  
  Callback
- D.
  
  DISC
- E.
  
  DNC
- F.
  
  LANG
- G.
  
  NI
- H.
  
  RENTER
- I.
  
  SILENT
- J.
  
  XFER
7.

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?
- A.
  
  Answering Machine
- B.
  
  Agent
- C.
  
  Callback
- D.
  
  DISC
- E.
  
  DNC
- F.
  
  LANG
- G.
  
  NI
- H.
  
  RENTER
- I.
  
  SILENT
- J.
  
  XFER
8.

Your customer states that they're renting their home. How do you disposition your call?
- A.
  
  Answering Machine
- B.
  
  Agent
- C.
  
  Callback
- D.
  
  DISC
- E.
  
  DNC
- F.
  
  LANG
- G.
  
  NI
- H.
  
  RENTER
- I.
  
  SILENT
- J.
  
  XFER
9.

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?
- A.
  
  Answering Machine
- B.
  
  Agent
- C.
  
  Callback
- D.
  
  DISC
- E.
  
  DNC
- F.
  
  LANG
- G.
  
  NI
- H.
  
  RENTER
- I.
  
  SILENT
- J.
  
  XFER
10.

Your customer gives you all the necessary information and agrees to speak with a representative. How do you disposition your call?
- A.
  
  Answering Machine
- B.
  
  Agent
- C.
  
  Callback
- D.
  
  DISC
- E.
  
  DNC
- F.
  
  LANG
- G.
  
  NI
- H.
  
  RENTER
- I.
  
  SILENT
- J.
  
  XFER
11.

An agent has done 3 transfers in the first half hour of their shift. What's their TPH?
- A.
  
  6
- B.
  
  .2
- C.
  
  3
- D.
  
  1.5
12.

An agent has done 24 transfers in 7.1 hours. What's their TPH?
- A.
  
  3.38
- B.
  
  170.4
- C.
  
  16.9
- D.
  
  3
13.

An agent has done 44 transfers in 8 hours. What's their TPH?
- A.
  
  5.5
- B.
  
  352
- C.
  
  0.18
- D.
  
  36
14.

An agent has done 32 transfers in two and a half hours. What's their TPH?
- A.
  
  12.8
- B.
  
  80
- C.
  
  .08
- D.
  
  29.5
15.

An agent has done 17 transfers in one and a half hours. What's their TPH?
- A.
  
  11.33
- B.
  
  25.5
- C.
  
  .08
- D.
  
  15.5
16.

Which is the TPH goal?
- A.
  
  6
- B.
  
  3
- C.
  
  4
- D.
  
  5
17.

An agent has taken 132 calls and transferred 20. What is their conversion?
- A.
  
  15.15%
- B.
  
  6.6%
- C.
  
  2640%
- D.
  
  112%
18.

An agent has transferred 48 calls and taken 432. What is their conversion?
- A.
  
  11.11%
- B.
  
  9%
- C.
  
  20,736%
- D.
  
  384%
19.

An agent has transferred 36 calls and taken 241. What is their conversion?
- A.
  
  14.93%
- B.
  
  6.69%
- C.
  
  8,676%
- D.
  
  205%
20.

An agent has transferred 3 calls and taken 110. What is their conversion?
- A.
  
  2.72%
- B.
  
  36.66%
- C.
  
  330%
- D.
  
  103%
21.

What is your conversion goal?
- A.
  
  13.00%
- B.
  
  5 TPH
- C.
  
  98%
- D.
  
  1.66%
22.

Your QA scores are: 95, 84, 88, 100. What is your total QA score?
- A.
  
  91.75%
- B.
  
  36.66%
- C.
  
  122.33%
- D.
  
  103%
23.

Your QA scores are: 100, 100, 0, 98. What is your total QA score?
- A.
  
  74.50%
- B.
  
  36.66%
- C.
  
  84.44%
- D.
  
  55.23%
24.

Your QA scores are: 100, 84, 99, 74. What is your total QA score?
- A.
  
  89.25%
- B.
  
  76.66%
- C.
  
  84.44%
- D.
  
  55.23%
25.

Your QA scores are: 99, 99, 98, 97. What is your total QA score?
- A.
  
  98.25%
- B.
  
  96.66%
- C.
  
  94.44%
- D.
  
  95.23%