May Assessment

1.

5 points

Dead Air should be avoided at all cost.

True

False

2.

5 points

Which of the following is NOT an appropriate way to avoid dead air?

Build rapport with the customer.

Explain what is occurring.

Tell the customer how stressed out you are because of how high the queue is.

Talk about relevant information.

3.

5 points

When looking at a customer's balance information, a negative value (i.e. "$ - 45.99") means they have a credit on the account?

True

False

4.

5 points

A blinking green light on a camera means:

The camera has connected to a network.

The camera is receiving an upgrade.

The camera is not connected to a network.

Power is being supplied to the camera, but it is not connected to a network.

5.

5 points

Which of the following is NOT an attribute of active listening?

Understanding

Paying attention

Speaking

Hearing

6.

5 points

When helping a customer set up a camera for the first time, you should NOT instruct the customer to:

Connect the camera to their router using the Ethernet cable.

Follow the instructions that you're going email them and call back if they have any questions.

Provide you with their camera's MAC address so that you can update it in their interactive site.

Connect the AC Adapter to the back of the camera.

7.

5 points

Customer's whose counties require them to have a verified response unit have to pay an additional monthly fee of $5 if they want to have authorities respond to their alarms.

True

False

8.

5 points

Alarm.com is NOT capable of being used to check for service coverage.

True

False

9.

5 points

After helping a customer properly configure their camera, it’s a good idea to instruct them to:

Restart their computer.

Delete the app on their phone.

Power cycle their Simon XT.

Unplug the camera for 15 seconds before restoring power.

10.

5 points

When filling out a work order for additional equipment, notations should be placed in which 2 of the following locations?

In the ticket system.

On a post it note.

In an email to shipping.

In the work order.

11.

5 points

To check if a customer's Simon XT has adequate signal strength, ask the customer to:

Press and hold down the #5.

Perform a system test.

Press and hold down the #9.

Press a panic button.

12.

5 points

You can access the Process Directory using the CSP.

True

False

13.

5 points

In order to update payment information or take a monitoring payment, you should:

Navigate to Index for Forms

Navigate to Alarm.com

Navigate to CMS

Navigate to ADP

14.

5 points

Which of the following phrases should be avoided when speaking to a customer?

"I'm happy to look into that for you."

"May I please…"

"Would you mind.."

"We cant do that."

15.

5 points

False alarm invoices older than ___ months aren't eligible for review.

1

12

6

3

16.

5 points

If a customer has been sent to 3rd party collections and has not yet reinstated their account, their Customer Class will read:

DCS

CHD

DLR

PSK

17.

5 points

When dealing with an angry customer, you should avoid doing which of the following?

Debating the facts.

Apologizing.

Listening and showing empathy.

Remaining calm and respectful.

18.

5 points

If a customer is in 3rd party collections, we can:

Tell them that they need to call the 3rd party collections agency and have their account reinstated before we can assist them.

Assist them with all their issues as long as they promise to call the collections agency.

Tell them that we'd be happy to take a payment to clear their balance.

Sell them as much equipment as they want to buy.

19.

5 points

False alarms will not be reviewed if which two of the following haven't been done?

Placing the customers account on Non-Dispatch.

Helping the customer to power down their system.

Testing the customer's system.

Receiving the invoice from the customer.

20.

5 points

If a sensor is reading "failure" with a BBC system, you should:

Ask the customer how close the system is to their router and see if they cant move it further away.

Update the module on the panel.

Power cycle the panel.

Perform a system test.