ADT training
ADT Training Quiz
Test your knowledge and skills in ADT training with our comprehensive quiz. Designed for employees seeking to master important protocols and procedures, this quiz covers various topics ranging from customer service interactions to payment processing.
- 16 multiple-choice questions
- Immediate feedback on answers
- Strengthen your understanding of ADT practices
What action do you select when tracking an outbound call?
OCLTRK
OCA
JIUPDT
ICLTRK
What do you do when customer states "Do not call me, stop calling I have an attorney" ?
Remove # & place all 7's, complete the form, place Cease action, place RFD action.
Remove # & place all 7’s, complete the form, place Cease action, place CLP action
Remove # & place all 7's, complete the form
Remove # & place all 7's, complete form, Create Bankruptcy action, place RFD action
What are the steps to process a payment?
Ctrl+Shift+P
Alt+Shift+P
Ctrl+Shift+A
Ctrl+F6
Based on the call flow what is the opening greeting when taking an inbound call?
Hello, This is _ _ _ with ADT on a recorded line. Can I please speak with _ _ _ ?
Hello, Thank you for calling , How can I help you?
Thank you for choosing ADT, my name is _ Who do I have the pleasure of speaking with
Hello, Mr./Mrs. _____ I'm calling in reference to your pending Service request. Are you able to schedule an appointment with me at this time?
What must we confirm on every call?
Consent for phone number
Zip code and/or PIC
Both A + B
DOB
You must disposition the call by hitting the promise to pay button when doing the IVR payment process.
True
False
What save code would you use for an account that is 39 days past due?
CCP
NO30
CLP
NO60
When is the appropriate time to use CCP ( Customer Care Program )?
(NPI 90-120) for payment past due between 90 and 120 days
(NPI 120+) for payments made on a past due account 120+days
(NPI 90-121) for payments past due between 90 and 121 days
(NPI 30-60) payments past due between 30 and 60 days
You can make changes to a customers account without verifying the PIC.
True
False
If a customer wants to reinstate their services, they have to pay the full balance on the account.
True
False
To add a credit in MMB you must do the following steps:
CRTL SHIFT B, Billing Code: XCPTN - Exception to Satisfy Customer, Amount is the amount of the credit, Credit Reason X-FIN Financial Hardship.
CRTL SHIFT E, Billing Code: XCPTN - Exception to Satisfy Customer, Amount is the amount of the credit, Credit Reason X-FIN Financial Hardship.
CRTL SHIFT A, Billing Code: XCPTN - Exception to Satisfy Customer, Amount is the amount of the credit, Credit Reason X-FIN Financial Hardship.
CRTL SHIFT P, Billing Code: XCPTN - Exception to Satisfy Customer, Amount is the amount of the credit, Credit Reason X-FIN Financial Hardship
Which option below is considered a RPC?
The customer is placed with a 3rd party and makes a payment with you.
The customer has already made a payment but a tracker is not noted.
The customer pays their balance in full.
The account is 32 days past due and the customer has provided the MAD.
What indicates if a customer is in a contract or not?
It will say "in a contract".
There will be a end date listed in the contract tab.
No date will be listed in the contract tab.
In the contract tab, there will be a column that says Y or N.
If the customer wants to be contacted before the Police what number should you place in front of the call list and what is it called?
777 ECV= ENHANCED CALL VERIFICATION
0 ECV= ENHANCED CALL VERIFICATION
000 ECV= ENHANCED CALL VERIFICATION
1 ECV= ENHANCED CALL VERIFICATION
Checking the Frequency of the billing you must do what?
Monitoring Tab, Select "Active" Contract, then check FREQ (M-Monthly, Q- Quarterly, S-Semi Annually ,A-Annual)
AR History Tab, Select "Active" Contract, then check FREQ (M-Monthly, Q- Quarterly, S-Semi Annually ,A-Annual)
Jobs Tab, Select "Active" Contract, then check FREQ (M-Monthly, Q- Quarterly, S-Semi Annually ,A-Annual)
Contracts Tab, Select "Active" Contract, then check FREQ (M-Monthly, Q- Quarterly, S-Semi Annually ,A-Annual)
What are the requirements to make a promise on an account? Select all that apply.
Posted payments to the A/R History.
Promise or payment must have a draft date within 7 days and clear the bank within 10 days.
Must be at least $10.00 or more.
Method, Amount, Date.
All of the above.
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