Category 1
What type of question uncovers hidden objections fastest?
A: Open-ended + contrast question (ex: “Is this more about the service or cost?”)
What makes a retention offer “strong”?
A: It directly solves the customer’s stated problem (not generic)
Customer refuses all offers—what should you shift to?
A: Understanding the “why” behind resistance, not more offers
What does “call ownership” look like at expert level?
Resolving within guidelines without unnecessary transfer
Customer says: “It sounds good but I still want to cancel” — what does this indicate?
A: Agreement without conviction (solution didn’t match real concern)
What is the difference between “balance” and “credit” when reviewing the account (the parentheses rule)?
A: Balance (no parentheses) must be paid; Credit (in parentheses) indicates credit/refund context.
What is the TRUE order of priority in retention? 4 answers
What is the #1 reason retention calls fail?
A: Solving the wrong problem
A customer is moving. You convince them to keep service active “for now” and decide later. Is it a save?
A: Yes—IF the service agreement remains active after the call and an approved retention path/offer was accepted.
What must be documented even if the customer declines all offers?
A: All proposed offers separately and then log Accepted as “Send to Branch – Wants to Cancel.”
What’s the “NO ID / PC Free Inspection” restriction?
A: Only use it for unidentified pests—otherwise select the pest and use Must Send as Lead (MSL) to remove pricing and route correctly
What is the “primary phone number” rule for commercial leads?
A: Do not change the primary phone number from “Business” because it is linked to BOSS.
What is MSL, in Pest Hub?
“Must Send As Lead”
If a caller sounds like a child, what is the approved question you CAN ask?
A: Ask if the caller is at least 18 or older (do not ask their age).
A: Explain an adult must call back and document accordingly; if not authorized, send an internal misc case with details.
How to quickly assess if a caller needs TC inspection, or WDIR inspection at the start of the call?
A customer gives a logical reason (price), but tone suggests frustration—what do you address first?
A: Emotional concern first, then logical concern
Empathy statement for an angry caller.
“I hear how frustrating this has been, and I appreciate you explaining it to me.”
Empathy statement for service-related issues.
“That would frustrate me too—let’s see how we can fix it.”
Commercial leads: what notes are mandatory in Special Instructions?
A: Contact name, business name, contact phone number, pest concern, site address, primary phone number.
A customer declines all offers but agrees to a manager callback and says “I’m still canceling no matter what.” Is that a save?
A: No—if the customer is still canceling regardless, the service does not remain active as a result of an accepted retention solution; saves require the agreement remain active after the call and acceptance of an approved retention path/solution.
Customer is upset, mentions multiple issues, and wants to cancel—what is your FIRST move?
A: Isolate the primary issue before solving anything
What makes a top retention agent elite?
What is the #1 reason an agent thinks they made two offers, but QA only counts one?
A: They bundled multiple elements into one offer instead of separating them clearly.
What’s the cancellation rule if a true balance exists?
Accounts cannot be canceled in BOSS if a true balance exists; the balance must be addressed first, or the case is sent for branch follow-up. (true balance is owed balance, not an upcoming balance)
For “balance-related cancellations,” what logging category guidance was given (advanced nuance)?
A: Log as contract question or billing depending on the call (not “wants to cancel”) in balance scenarios per the recap.