CSR Weeks 3 & 4

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| By Drew_r2otrainer

Drew_r2otrainer

Community Contributor

Quizzes Created: 3 | Total Attempts: 274

Questions: 7 | Attempts: 112 | Updated: Jan 29, 2024

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This will quiz your knowledge of training in the last 2 weeks.

Questions and Answers

1.

If a customer is paying on a late account, you should have an Account Manager or member of management take the payment.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
It is important to have an Account Manager or a member of management handle payments on a late account because they have the authority and expertise to address any issues or concerns related to the account. This ensures that the payment is properly recorded and any necessary follow-up actions can be taken if needed. By involving someone in a position of authority, it also adds a level of accountability and professionalism to the payment process.

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2.

In order to keep an appropriate APA/Average Per Agreement/Average Monthly Rate you should:
- A.
  
  Discount the weekly rate on used merchandise
- B.
  
  Rent packages, high-end merchandise, and not discount too low
- C.
  
  Ask for good money down
- D.
  
  All of the above
Correct Answer
B. Rent packages, high-end merchandise, and not discount too low

Explanation
To maintain an appropriate APA/Average Per Agreement/Average Monthly Rate, it is important to follow multiple strategies. One strategy is to rent packages and high-end merchandise, as these tend to have higher rental rates and can contribute to a higher APA. Additionally, it is important not to discount the rental rates too low, as this can reduce the overall revenue generated. Lastly, asking for a good amount of money down can help ensure that customers are committed to the rental agreement and can contribute to a higher APA. Therefore, the correct answer is to rent packages, high-end merchandise, and not discount too low.

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3.

In order to meet your COD/Cash on Delivery/First Payment goal you should ask the customer
- A.
  
  Would you like to Own this the cheapest way possible?
- B.
  
  Would you like to exersize the Same as Cash option?
- C.
  
  How much would you like to put down on this today?
- D.
  
  All of the above
Correct Answer
D. All of the above

Explanation
To meet the COD/Cash on Delivery/First Payment goal, the salesperson should ask the customer all of the given questions. By asking if the customer would like to own the product the cheapest way possible, it suggests the possibility of a payment plan or financing option. Asking if they would like to exercise the Same as Cash option offers them the opportunity to pay the full amount without any interest or additional charges. Lastly, asking how much they would like to put down on the purchase today helps determine their initial payment amount. Therefore, asking all of these questions can help the salesperson meet their payment goal.

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4.

Some of you incoming phone calls are recorded, evaluated and scored to ensure customer satisfaction over the phone.
- A.
  
  True
- B.
  
  False
Correct Answer
A. True

Explanation
The statement suggests that incoming phone calls are recorded, evaluated, and scored to ensure customer satisfaction over the phone. This implies that the organization values customer satisfaction and takes measures to monitor and improve the quality of their phone interactions. Therefore, the correct answer is "True."

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5.

Check which are evaluated and scored during an incoming sales call
- A.
  
  Greeting
- B.
  
  Using the callers name
- C.
  
  Product and Program Knowledge
- D.
  
  Closing the Sale
Correct Answer(s)
A. Greeting
B. Using the callers name
C. Product and Program Knowledge
D. Closing the Sale

Explanation
During an incoming sales call, several factors are evaluated and scored. The first is the greeting, which sets the tone for the conversation and creates a positive impression. Using the caller's name personalizes the interaction and shows attentiveness. Product and program knowledge is essential to effectively address the caller's needs and provide accurate information. Finally, closing the sale demonstrates the salesperson's ability to persuade and finalize the deal. These four elements are crucial in ensuring a successful sales call and ultimately converting the lead into a customer.

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6.

Free money and days is used to assist customers__________.
- A.
  
  For a free trial
- B.
  
  To their next payday
- C.
  
  If they have a recent payout
- D.
  
  If the item is 90 days idle or more
Correct Answer
B. To their next payday

Explanation
The correct answer is "to their next payday." This suggests that the offer of free money and days is provided to customers in order to help them financially until their next payday. This implies that the assistance is aimed at providing temporary relief or support to customers who may be facing financial constraints or waiting for their next source of income.

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7.

What are some of the ways you can encourage a customer to say 'yes' and close the sale? Please explain at least 3.

Quiz Review Timeline +

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Current Version
Jan 29, 2024

Quiz Edited by
ProProfs Editorial Team
May 30, 2013

Quiz Created by
Drew_r2otrainer

CSR Weeks 3 & 4

If a customer is paying on a late account, you should have an Account Manager or member of management take the payment.

In order to keep an appropriate APA/Average Per Agreement/Average Monthly Rate you should:

In order to meet your COD/Cash on Delivery/First Payment goal you should ask the customer

Some of you incoming phone calls are recorded, evaluated and scored to ensure customer satisfaction over the phone.

Check which are evaluated and scored during an incoming sales call

Free money and days is used to assist customers__________.

What are some of the ways you can encourage a customer to say 'yes' and close the sale? Please explain at least 3.