Instructions: Each question in this section is a multiple-choice question with answer choices. Read each question-and-answer choice carefully and choose the ONE best answer.

You receive a call from a customer who explains they are in the process of moving into a new home. They already have ADT services, but would like to transfer the services to their new place.

How would you handle this call?

2. A customer calls and explains he has just moved into a new home. He has never been an ADT customer, but there is already ADT equipment in the home. He would like to start services.

Which type of sale is described in the above scenario?

3. A customer calls in and states “I am having trouble with my panel. I am not sure if I am doing something wrong or if it is broken.”

How would you proceed?

4. You are completing a sale for your customer, when you realize the system is not allowing you to schedule an installation.

Which department will you call for assistance with scheduling the installation?

5. A customer calls in and explains they are not happy with their ADT Services and would like to cancel.

How would you proceed?

6.You receive a call from a customer who explains they would like to update services for their business. You discover the business is less than 10,000 sq. ft.

How would you proceed?

7. A customer is calling because they believe there is a discrepancy on their bill. They state they are being overcharged.

How would you proceed?

8. You are speaking with a customer regarding their security needs and ask if they currently have smoke detectors. The customer states they have had the same smoke detectors for the last twenty years and they are not even sure if they still work.

Which of the following statements is an appropriate response?

9.You receive a call from Edward who explains he just purchased a new car. He is feeling worried because there have been car thefts in his neighborhood recently. He does not have a garage, so he will have to park outside.

Based on the above scenario, which of the following would you recommend to Edward?

10.You are speaking with Louise about upgrading her system when she tells you she works late and often feels uneasy coming home to a dark house. She used to keep her lights on, but it caused her electricity bill to rise.

Based on the above scenario, which of the following would you recommend to Louise?

11.You are in the process of upgrading Paige’s security system when she states she must quickly place you hold. When she returns, she reveals she is cooking and had to run to the stove. She jokes that she came close to burning the kitchen down. You determine this is a chance to promote ADT’s Life Safety devices.

Based on the above scenario, which of the following would you recommend to Paige?

12.You are having a conversation with a customer, Mark, about what he needs in a security system. He lets you know he recently started doing more online shopping. Usually, his packages are delivered right to the front door, but lately a few of his packages have went missing.

Based on the above scenario, which of the following would you recommend to Mark?

13.You are having a conversation with Aaron about his current security set up and what he feels is missing from it. He mentions that he sometimes leaves the front door unlocked because his son loses his keys. He does not like to do this, but he has not figured out another option.

Based on the above scenario, which of the following would you recommend to Aaron?

14. According to the Sales Conversation Guide, which of the following are eligible billing methods? Select all that may apply.

15.Which of the following customer types are not eligible for FlexFi?

16.Which of the SCG questions listed below are required to be asked of your customer?

17.Instructions: Each question in this section is a multiple-choice question with answer choices. Using Mastermind Business (MMB) access the customer account, read each question carefully and choose the ONE best answer.

You receive a call from Teri who provides the following account information:

Name: Teri Daniel

Address: 1234 Jacksonville, FL 32205

Before you can help Teri, you will need to verify the PIC on her account.

Which of the following is the PIC for Teri’s account?

18.You receive a call from Cheryl who provides the following account information:

Name: Cheryl Bradley

Address: 12447Patrick Ct. Jacksonville, FL 32225

Before you can determine Cheryl’s needs, you will need to identify which system she currently has.

Select Cheryl’s current system from the options below.

19.You receive a call from Helen who provides the following account information:

Name: Helen Samuels

Address: 12015 Meadowview Dr. S. Jacksonville. FL 32225

On what date did Helen become an ADT customer?

20.You receive a call from Justin who provides the following account information:

Name: Justin Brannon

Address: 361 Smith St. Jacksonville, FL 32204

Select Justin’s current system from the options below.

21.You receive a call from Karen who provides the following account information:

Name: Karen Campbell

Address: 4242 Alesbury Dr. Jacksonville, FL 32224

Select Karen’s current system from the options below.

22.You receive a call from Dorothy who provides the following account information:

Name: Dorothy Shuster

Address: 5962 Otter Creek Ct. Jacksonville, FL 32222

Select Dorothy’s current system type from the options below.

23.Use the Interactive Product Guide to answer the following question.

Crystal has a question regarding her current system. She is interested in adding an additional ADT Command SiX Motion Detector but is concerned about pet immunity guidelines. She has a large dog weighing approximately 75 lbs and does not want the detector triggered constantly.

What is the maximum pet immunity weight for the detector?

24.You receive a call from Roberto who provides the following account information:

Name: Roberto Cuevas

Address: 1150 Encino Ave las Cruces, NM 88001

What is the current Command Service Level on this account?

25.  Which of these describes a warm transfer Call ?