Process Flow

15 Questions | Total Attempts: 105

SettingsSettingsSettings
Please wait...
Process Management Quizzes & Trivia

Answer questions regarding the Call / Process Flow of Collections


Questions and Answers
  • 1. 
    Thank you for calling Sprint Customer Finance Services.
    • A. 

      Identify Caller

    • B. 

      Closing

    • C. 

      Greeting

    • D. 

      Identify Account

  • 2. 
    My name is _______________.
    • A. 

      Greeting

    • B. 

      Identify Yourself

    • C. 

      Identify Account

    • D. 

      Authenticate Your Caller's Identity

  • 3. 
    "May I have the PIN or the answer to the Security Question on the account?"
    • A. 

      Confirm Account Information

    • B. 

      Identify Account

    • C. 

      Review Account

    • D. 

      Authenticate the Caller

  • 4. 
    "Are there any changes to your billing address or contact number?"
    • A. 

      Identify Account

    • B. 

      Authenticate Your Caller's Identity

    • C. 

      Review Account

    • D. 

      Confirm Account Information

  • 5. 
    Mr./Mrs. Customer, we're showing a total balance due of $xx. Mr./Mrs. Customer, may I assist you with making this payment over the phone today?
    • A. 

      Offer Assistance

    • B. 

      Problem Resolution

    • C. 

      Review Account

    • D. 

      Authenticate Your Caller's Identity

  • 6. 
    Check the account balance, Special Instructions, ASL indicator, etc.
    • A. 

      Confirm Account Information

    • B. 

      Review Account

    • C. 

      Problem Resolution

    • D. 

      Authenticate Your Caller's Identity

  • 7. 
    Arrange according to the Process flow:
    • A. 

      Identify the Caller / Greeting / Identify Yourself

    • B. 

      Greeting / Identify Yourself / Identify the Caller

    • C. 

      Greeting / Identify the Caller / Identify Yourself

  • 8. 
    • A. 

      Review Account / Offer Assistance / Problem Resolution

    • B. 

      Review Account / Problem Resolution/ Offer Assistance

    • C. 

      Offer Assistance / Review Account / Problem Resolution

  • 9. 
    Memo must contain the following info:
    • A. 

      Account Owner's name, reason for calling, actions taken

    • B. 

      Caller's first name, reason for calling, actions taken

    • C. 

      Caller's complete name, reason for calling, actions taken

  • 10. 
    Account MUST ALWAYS be reauthenticated for ALL warm transfers.
    • A. 

      TRUE

    • B. 

      FALSE

  • 11. 
    If customer is not the account owner, verify both PIN & Q&A.
    • A. 

      TRUE

    • B. 

      FALSE

  • 12. 
    If customer's issue cannot be handled by Collections, help the customer by providing the telephone number of the department he/she should call, then end the call.
    • A. 

      TRUE

    • B. 

      FALSE

  • 13. 
    For problem resolution, follow this saying:
    • A. 

      "Embrace it and let it go"

    • B. 

      "Fix it or find someone who can"

    • C. 

      "Don't fix it if it ain't broken"

  • 14. 
    During closing, if customer has an additional issue, help by transferring to another agent.
    • A. 

      TRUE

    • B. 

      FALSE

  • 15. 
    "Thank you for calling Sprint Customer Finance Services"
    • A. 

      Verbatim Script

    • B. 

      Suggested Script