Conn's Training: Trivia Questions Quiz On Customer Service!

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  • 1/48 Questions

    The mission of Conn's collector is to bring all accounts current with dignity and respect so that the customer will continue to shop with Conn's.

    • True
    • False
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About This Quiz

Conn's Training: Trivia Questions Quiz on Customer Service! In the world of business today, a lot of businesses are emphasizing having good customer service than looking at the price they charge clients, and this strategy has been productive in creating customer loyalty so far. Do take this quiz and get to review what you learned from your training on customer service.

Conns Training: Trivia Questions Quiz On Customer Service! - Quiz

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  • 2. 

    Verifying "account demographics" involves having the customer validate and update their phone numbers, address and place of employment.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Verifying "account demographics" involves confirming and updating the customer's contact information such as phone numbers, address, and place of employment. This process ensures that the account holder's personal details are accurate and up to date. By validating this information, the company can maintain effective communication with the customer and ensure that any necessary updates or changes can be made promptly. Therefore, the statement is true.

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  • 3. 

    We are able to release account information to whoever is named on the signed Power of Attorney since the Debtor or spouse has given us once Legal has noted their approval.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is true because when a debtor or their spouse gives approval and legal notes it, we are able to release account information to whoever is named on the signed Power of Attorney. This means that if someone is named on the Power of Attorney, they have the authority to access the account information.

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  • 4. 

    When should you T/O the call to a manager?

    • When the customer states that they are represented by an attorney.

    • When the customer specifically requests a manager.

    • All of the above

    Correct Answer
    A. All of the above
    Explanation
    In both scenarios mentioned, it is appropriate to transfer the call to a manager. If a customer states that they are represented by an attorney, it indicates a potentially complex or legal issue that may require higher-level assistance. Similarly, if a customer specifically requests a manager, it suggests that they need someone with more authority or expertise to address their concerns. Therefore, in both cases, transferring the call to a manager would be the appropriate course of action.

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  • 5. 

    What pertinent information does the Collection panel within Latitude provide?

    • Loan origination date

    • Loan balance

    • How many DPD the account is

    • All of the above

    Correct Answer
    A. All of the above
    Explanation
    The Collection panel within Latitude provides all of the pertinent information mentioned, including the loan origination date, loan balance, and the number of days past due (DPD) for the account. This means that users can access all the necessary details about the loan and its status in one place, making it easier to manage and track collections effectively.

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  • 6. 

    When documenting a Two Payment Update in Latitude, you must select Action Code "Inbound" or "Outbound" and Result Code "2P" and complete the documentation template.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The given statement is true. When documenting a Two Payment Update in Latitude, it is necessary to select either the "Inbound" or "Outbound" action code and the "2P" result code. Additionally, the documentation template must be completed.

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  • 7. 

    You should never take a payment on a "known" bankruptcy account but rather transfer the caller to a Bankruptcy Specialist.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    It is important to never take a payment on a "known" bankruptcy account because doing so could violate bankruptcy laws and regulations. Instead, it is recommended to transfer the caller to a Bankruptcy Specialist who is trained and knowledgeable about handling such accounts. This ensures that the proper procedures are followed and that the individual's rights and protections under bankruptcy laws are respected.

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  • 8. 

    When the customer signs the ROM (Return of Merchandise) form, Conn's has the legal right to repossess the merchandise the secures the account.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    When a customer signs the ROM form, it indicates their agreement to the terms and conditions set by Conn's. By signing the form, the customer acknowledges that Conn's has the legal right to repossess the merchandise if necessary. This gives Conn's the authority to take back the items that were used as collateral for the account in case of non-payment or other breaches of the agreement. Therefore, the statement is true.

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  • 9. 

    While viewing the payment history in Latitude, you can determine the method (check, debit/credit card) that the customer has used for previous transactions even if the payment was made at a store location.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    In Latitude, the payment history allows you to see the method of payment used by the customer for previous transactions, even if the payment was made at a physical store location. This means that you can determine whether the customer used a check or a debit/credit card for their past payments, regardless of where the payment was made. Therefore, the statement "While viewing the payment history in Latitude, you can determine the method (check, debit/credit card) that the customer has used for previous transactions even if the payment was made at a store location" is true.

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  • 10. 

    You can offer a two payment update on accounts that are 60 days or more delinquent.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement suggests that it is possible to offer a two payment update on accounts that are 60 days or more delinquent. This means that the company or organization allows customers with overdue payments to make two payments instead of the full amount owed, potentially providing them with a more manageable repayment option. Therefore, the statement is true.

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  • 11. 

    Before offering Reage Options to the customer, you should always ask for "amount due this month" (past due/current month's bill) first.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Asking for the "amount due this month" before offering Reage Options to the customer is important because it allows you to understand the customer's current financial situation. By knowing the amount due, you can better assess whether the customer is eligible for Reage Options and determine the appropriate course of action. This step ensures that the customer's needs are properly addressed and that the Reage Options are offered in a fair and effective manner.

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  • 12. 

    Upon receiving an inbound call, you will click on the "more info" feature to view/confirm the last four digits of the customer's social security.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    When receiving an inbound call, clicking on the "more info" feature allows you to view or confirm the last four digits of the customer's social security number. This feature is useful for verifying the customer's identity and ensuring that you are speaking to the correct person. Therefore, the statement is true.

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  • 13. 

    A T/O is when you turn over a call before the customer disconnects or does not provide willingness or ability to make the payment?

    • True

    • False

    Correct Answer
    A. True
    Explanation
    A T/O, or turn over, occurs when a call center agent transfers a call to another department or colleague before the customer disconnects or expresses their inability or unwillingness to make a payment. This allows for a smoother and more efficient handling of the call, ensuring that the customer's needs are met and reducing the chances of a disconnect or unresolved payment issue.

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  • 14. 

    You will T/O the call to a manager or qualified agent when a call with a customer does not result in a PTP and after asking three pursuing questions.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The given statement is true. According to the explanation, if a call with a customer does not result in a Promise to Pay (PTP) after asking three pursuing questions, the call should be transferred or escalated to a manager or a qualified agent. This suggests that the company has a protocol in place to ensure that unresolved customer issues are addressed by higher-level personnel who may have more expertise or authority to find a resolution.

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  • 15. 

    Part of the negotiating step of the 6 Step Call Pattern is to identify willingness and ability as well as reason for delinquency?

    • True

    • False

    Correct Answer
    A. True
    Explanation
    In the negotiating step of the 6 Step Call Pattern, it is important to identify the customer's willingness and ability to pay, as well as the reason for their delinquency. By understanding the customer's financial situation and the underlying cause of their late payments, the negotiator can tailor a solution that addresses their specific needs and increases the chances of successful debt recovery. Therefore, the statement that part of the negotiating step is to identify willingness and ability, as well as reason for delinquency, is true.

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  • 16. 

    While reviewing the "Other Accounts" tab, you discover the customer has an additional account with an outstanding balance.  Should you attempt to collect on that balance?

    • True

    • False

    Correct Answer
    A. True
    Explanation
    It is important to attempt to collect on the outstanding balance of the additional account discovered in the "Other Accounts" tab. This is because the customer is responsible for paying off any debts they have, and by collecting on the outstanding balance, the company can recover the money owed to them. Failing to collect on the balance may result in financial losses for the company.

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  • 17. 

    When a customer notifies you that they are filing bankruptcy, one of the 4 pieces of information to notate is the attorney's phone number.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    When a customer notifies you that they are filing bankruptcy, it is important to note down the attorney's phone number. This is because the attorney plays a crucial role in the bankruptcy process and will need to be contacted for any legal matters or proceedings related to the customer's case. Having the attorney's phone number readily available ensures efficient communication and coordination throughout the bankruptcy process.

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  • 18. 

    Conn's is considered a secured creditor.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Conn's is considered a secured creditor because they hold a security interest in the debtor's property. This means that if the debtor fails to fulfill their obligations, Conn's has the right to take possession of the property that serves as collateral for the debt. As a secured creditor, Conn's has a higher priority in receiving payment compared to unsecured creditors in the event of the debtor's bankruptcy or default.

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  • 19. 

    To determine if the customer is also an employee, you must click on the "Miscellaneous Extra Data" feature.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    To determine if the customer is also an employee, the "Miscellaneous Extra Data" feature needs to be clicked on. This feature likely contains additional information or data that can help identify if the customer is also an employee. By clicking on this feature, one can access the necessary information to make this determination. Therefore, the statement "True" indicates that this action is indeed required to determine if the customer is also an employee.

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  • 20. 

    When submitting a check or credit card transaction into Web Pay, I will include the late fees in the payment field, not the extension field.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The correct answer is true because when submitting a check or credit card transaction into Web Pay, it is important to include the late fees in the payment field. Late fees are additional charges that are incurred when a payment is made after the due date. Including these fees in the payment field ensures that the total amount owed, including the late fees, is paid in full. On the other hand, the extension field is typically used for requesting an extension on the payment due date, and it is not meant for including late fees.

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  • 21. 

    If a customer states that their spouse was awarded the merchandise in their divorce, it is policy to educate them that the divorce decree does not override our contract.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is true because even though the customer's spouse may have been awarded the merchandise in the divorce decree, it does not override the contract between the customer and the company. The company's policy is to educate the customer about this fact, ensuring that they understand that the divorce decree does not exempt them from fulfilling their contractual obligations.

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  • 22. 

    What must a customer sign prior to a voluntarily surrender of merchandise pick-up?

    • Return of Merchandise (ROM)

    • Contract

    • Refinance document

    Correct Answer
    A. Return of Merchandise (ROM)
    Explanation
    A customer must sign a Return of Merchandise (ROM) prior to voluntarily surrendering merchandise for pick-up. This document serves as proof that the customer has returned the merchandise and releases the customer from any further obligations or liabilities related to the merchandise. By signing the ROM, the customer acknowledges that they are willingly returning the merchandise and agrees to any terms and conditions outlined in the document.

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  • 23. 

    For in-store payments, the customer MUST be going to the store within the next 4 days at the latest for you to stamp the PTP.   your PTP follow-up will be no further than 4 days from the current date that you are talking to the customer.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The explanation for the given correct answer is that in order to stamp the PTP (Promise to Pay) for in-store payments, it is necessary for the customer to be going to the store within the next 4 days at the latest. This means that the follow-up for the PTP should also be scheduled within 4 days from the current date when the customer is being contacted. Therefore, the statement is true.

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  • 24. 

    Which of the following is NOT insurance that Conn's offers to their customers?

    • Property

    • Involuntary Unemployment Insurance

    • Voluntary Unemployment Insurance

    Correct Answer
    A. Voluntary Unemployment Insurance
    Explanation
    Conn's offers Property Insurance and Involuntary Unemployment Insurance to their customers. However, they do not offer Voluntary Unemployment Insurance. This type of insurance typically provides coverage for individuals who choose to leave their job voluntarily, which is not a risk that Conn's covers.

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  • 25. 

    Define the term "T/O".

    • Time Out

    • Turn Over

    • Talk Over

    Correct Answer
    A. Turn Over
    Explanation
    The term "T/O" refers to "Turn Over". This means to transfer or hand over something to someone else. In this context, it could be used to indicate the action of passing responsibility or control of a task or project to another person or team.

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  • 26. 

    Conn's was founded in 1890.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Conn's being founded in 1890 is a fact that can be verified. This information indicates that Conn's has been in existence for a long time, which adds credibility and experience to the company.

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  • 27. 

    The last two digits of an installment account number range from 30-59.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is true because it states that the last two digits of an installment account number range from 30-59. This means that any installment account number will have its last two digits falling within this range.

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  • 28. 

    Revolving account numbers range from 60-61.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Revolving account numbers typically range from 60 to 61. This means that if an account number falls within this range, it is likely a revolving account. The statement is true because it accurately reflects the range of revolving account numbers.

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  • 29. 

    An example of a proper greeting for an inbound call is: "Hi John, thank you for calling me back..."

    • True

    • False

    Correct Answer
    A. True
    Explanation
    This statement is true because it follows the proper format for a greeting in an inbound call. It begins with a friendly greeting, "Hi John," which personalizes the conversation and makes the caller feel acknowledged. Then, it expresses gratitude, saying "thank you for calling me back," which shows appreciation for the caller's initiative. Overall, this greeting sets a positive tone for the conversation and demonstrates good customer service skills.

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  • 30. 

    Which is a requirement on Cash Options?

    • Minimum monthly payments must be made on time and every month no later than the 10th day after the due date.

    • A Cash Option must be paid in full by the expiration date no later than the 10th day after the due date.

    • Insurance must be paid

    • All of the above.

    Correct Answer
    A. All of the above.
    Explanation
    The correct answer is "All of the above." This means that all three statements mentioned in the options are requirements on Cash Options. The first statement states that minimum monthly payments must be made on time and every month, no later than the 10th day after the due date. The second statement states that a Cash Option must be paid in full by the expiration date, no later than the 10th day after the due date. The third statement simply states that insurance must be paid. Therefore, all three requirements must be met for Cash Options.

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  • 31. 

    True or false: It is okay to ask a neighbor to take a message and give it to the customer.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    It is not okay to ask a neighbor to take a message and give it to the customer because neighbors may not have any obligation or responsibility to deliver messages on behalf of a business or individual. It is more appropriate to use official channels of communication or find alternative methods to ensure the message reaches the intended recipient.

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  • 32. 

    What is the definition of a 3rd party?

    • Anyone or anything other than the debtor or spouse.

    • A neighbor

    • Anyone other than the relative

    Correct Answer
    A. Anyone or anything other than the debtor or spouse.
    Explanation
    A 3rd party refers to anyone or anything that is not the debtor or their spouse. In other words, it includes individuals or entities that are not directly involved in the financial or legal obligations of the debtor. This definition excludes relatives or neighbors, as they would fall under the category of 3rd parties.

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  • 33. 

    When a customer states they cannot pay today, what should your next question be?

    • Would you mind holding for my manager?

    • How much can you pay?

    • What time can we send OSC (Outside Collections) to pick up your merchandise?

    Correct Answer
    A. How much can you pay?
    Explanation
    The next question should be "How much can you pay?" because it allows the customer to provide information about their financial situation and potential payment options. This question helps in understanding the customer's ability to make a payment and enables the customer service representative to explore alternative solutions or negotiate a payment plan based on the customer's response.

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  • 34. 

    What is the final step of the 6-Step call pattern.

    • Close the call

    • Negotiate will

    • State the purpose of the call

    Correct Answer
    A. Close the call
    Explanation
    The final step of the 6-Step call pattern is to close the call. This means wrapping up the conversation and ending the call in a professional manner. Closing the call involves summarizing the main points discussed, confirming any next steps or actions to be taken, and expressing gratitude or appreciation for the conversation. It is important to close the call effectively to leave a positive impression on the caller and ensure that all necessary information has been conveyed.

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  • 35. 

    Which information does not need to be collected on a promise to pay "PTP" in the store?

    • Store location that the customer is going to.

    • What time the customer will be in store.

    • What Sales Associate that the customer will see in store.

    Correct Answer
    A. What Sales Associate that the customer will see in store.
    Explanation
    The information that does not need to be collected on a promise to pay (PTP) in the store is "What Sales Associate that the customer will see in store." This information is not relevant to the payment process and does not affect the customer's ability to fulfill their promise to pay. The store location and the time the customer will be in the store are important for tracking and verifying the payment.

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  • 36. 

    John Doe, from Beaumont, TX, owes $455.00 on the account which is past due for this month and last month.  The full balance on the account is $4,490.00 and the late fees are $10.00.  The customer is having severe financial difficulties and cannot pay.  After negotiating with the customer, you have decided to give him a 2 month extension.  How much will he pay today (including the processing fee)?

    • $147.70

    • $144.70

    • $134.70

    Correct Answer
    A. $147.70
    Explanation
    The customer owes $455.00 on the account which is past due for this month and last month. The full balance on the account is $4,490.00 and the late fees are $10.00. After negotiating with the customer, a 2 month extension is given. To calculate the amount he needs to pay today, we subtract the past due amount and late fees from the full balance. $4,490.00 - $455.00 - $10.00 = $4,025.00. Finally, we add the processing fee of $122.70 to get the total amount he needs to pay today, which is $4,025.00 + $122.70 = $147.70. Therefore, the correct answer is $147.70.

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  • 37. 

    How many times can you call a customer back if you feel the call was accidentally disconnected.

    • Until they answer

    • Once

    • Twice

    Correct Answer
    A. Once
    Explanation
    If the call with a customer is accidentally disconnected, you can call them back once to resume the conversation. This implies that you have one opportunity to reconnect with the customer and address any unresolved issues or continue the conversation.

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  • 38. 

    Which statement below correctly identifies how you would overcome a service issue payment objection?

    • Have the customer call Help Desk and pay when fixed

    • T/O the call as soon as the customer states it is a service issue.

    • Explain that the monthly payment amount covers the warranty fee and request payment

    Correct Answer
    A. Explain that the monthly payment amount covers the warranty fee and request payment
    Explanation
    To overcome a service issue payment objection, it is important to explain to the customer that the monthly payment amount already includes the warranty fee. By doing so, the customer can understand that they are already paying for the service and the warranty, and therefore, it is necessary for them to make the payment. This explanation helps in addressing the objection and requesting the customer to make the payment.

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  • 39. 

    A collector should always use the _______ approach when making an outbound call or taking inbound call.

    • Sales

    • Aggressive

    • Assumptive

    Correct Answer
    A. Assumptive
    Explanation
    When making an outbound call or taking an inbound call, a collector should always use the assumptive approach. This approach involves assuming that the customer is ready to make a purchase or take the desired action. By adopting this approach, the collector can confidently guide the conversation towards a positive outcome without wasting time on unnecessary hesitation or doubt. It allows the collector to take control of the conversation and increase the chances of a successful sale or resolution.

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  • 40. 

    What application do you use to submit a check, debit or credit card payment for a Conn's customer?

    • Speed Pay

    • E-Pay

    • Web Pay

    Correct Answer
    A. Web Pay
    Explanation
    Web Pay is the correct answer because it is an application used to submit check, debit, or credit card payments for a Conn's customer. It is a secure online platform that allows customers to conveniently make payments using various payment methods. With Web Pay, customers can easily and safely submit their payments without the need for physical checks or visiting a physical location.

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  • 41. 

    The customer, Andrea Ford, is past due for her last 2 months installments.  She bills $115.00 per month.  She also has $7.50 in late fees on the account.  When you called her today at home, you spoke with her husband, Bill, who agreed to pay the 2 past due installments plus this month's installment and the late fees by postdated check.  How much will this check run for (including any processing fees)?

    • $355.50

    • $348.00

    • $240.50

    Correct Answer
    A. $355.50
    Explanation
    Andrea Ford is past due for her last 2 months installments, which amounts to $115.00 per month. In addition, she has $7.50 in late fees. When speaking with her husband, Bill, he agreed to pay the 2 past due installments ($115.00 x 2 = $230.00), this month's installment ($115.00), and the late fees ($7.50) by postdated check. Adding all these amounts together, the total comes out to $355.50.

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  • 42. 

    Revolving accounts CANNOT be charged a $3.00 fee.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Revolving accounts, by definition, are credit accounts that allow the borrower to make repeated charges up to a certain credit limit. These types of accounts do not typically incur fees for charging or making purchases. Therefore, it is true that revolving accounts cannot be charged a $3.00 fee.

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  • 43. 

    You can give up to 6 extensions to a refinanced account?

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is true because refinancing allows borrowers to extend the term of their loan, which can result in lower monthly payments. By extending the loan term, borrowers have the option to spread out their payments over a longer period of time, making it more manageable for them. This flexibility in extending the loan term is one of the benefits of refinancing.

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  • 44. 

    A customer has a 10-day "grace period" after their payment is due.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because it states that a customer has a 10-day "grace period" after their payment is due. This implies that the customer has an additional 10 days to make the payment after the due date. However, the correct answer is false because a "grace period" typically refers to a period of time during which no penalties or fees are charged for late payment. In this case, it suggests that there is no grace period given to the customer after the payment due date.

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  • 45. 

    In Latitude, you must be on what panel to see the number of customer extensions, merchandise and insurance coverage.

    • Payment

    • Collections

    • Documentation

    Correct Answer
    A. Collections
    Explanation
    To see the number of customer extensions, merchandise, and insurance coverage in Latitude, you must be on the Collections panel. This panel likely provides information and data related to customer extensions, merchandise, and insurance coverage, allowing users to track and manage these aspects effectively.

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  • 46. 

    John Smith became ill which caused an influx in medical bills.  His Conn's account is 5 months past due in the amount of $675.35  His balance is $3250.00 and is at the original 24 month term.  The monthly payments are $130.00.  He is currently employed and earning a pay check once a week.  His house is located at 4231 Canary Street, Baton Rouge, Louisiana in which he has a mortgage with Chase bank.  He has stated that he can begin making his monthly payments on a regular basis starting this month.  He cannot afford the total past due but can pay up to $140.00.  What is the best payment option for him?

    • Settlement

    • Hardship Reage

    • Two Payment Update

    • Payment plus extensions

    Correct Answer
    A. Two Payment Update
    Explanation
    The best payment option for John Smith would be the Two Payment Update. This option allows him to make two payments in order to bring his account up to date. Since he cannot afford the total past due amount, this option allows him to make a partial payment of up to $140.00, which is within his budget. This will help him start making his monthly payments on a regular basis and gradually catch up on his overdue balance.

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  • 47. 

    The "Collateral Description and Notes" window within Latitude provides the following information.  Select the most applicable answer.

    • Days past due/collateral description/customer past due amount

    • Store number/invoice number/previous account number/COP information

    • Customer's primary phone number/customer's account number/loan balance

    Correct Answer
    A. Store number/invoice number/previous account number/COP information
    Explanation
    The "Collateral Description and Notes" window within Latitude provides information such as store number, invoice number, previous account number, and COP information. This information is relevant for tracking and managing collateral and loans in Latitude.

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  • 48. 

    Of the 4 items below, what is needed to complete a Two Payment Update offer?

    • Verbal proof of income

    • Verbal proof of residence

    • Two consecutive monthly payments

    • All of the above

    Correct Answer
    A. Verbal proof of income
    Explanation
    To complete a Two Payment Update offer, verbal proof of income is needed. This suggests that in order to proceed with the offer, the person must provide evidence of their income through verbal means. The other options mentioned, such as verbal proof of residence and two consecutive monthly payments, are not specifically mentioned as requirements for completing the offer. Therefore, the correct answer is verbal proof of income.

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Quiz Review Timeline (Updated): Mar 22, 2023 +

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  • Mar 22, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Dec 10, 2013
    Quiz Created by
    Tqueen2013
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