Aptive Customer Concerns UPDATED
ACTUAL Exam Questions and CORRECT
Answers
Terminex, treated last week - CORRECT ANSWER -
Worried about treating the lawn on top of lawn care treatment - CORRECT ANSWER -
Do you have a brochure? - CORRECT ANSWER - Oh, I don't carry flyers. I'm only
setting up a few last people in the area today, so the deal goes with me. You see, normally, when
I'm not running this promotion, it can get pretty expensive. We only offer a deal this good about
once per year, when we are already in the neighborhood and have a couple of vacancies on the
route. I'll tell you what, if you can get it done with the rest of your neighbors tomorrow...
I don't want my card information on file - CORRECT ANSWER -
I'd like to get it sprayed but my husband doesn't because he takes care of it himself - CORRECT
ANSWER - That's great. You're smart! Living in this area, you have to do something;
otherwise, bugs would overrun the place. A lot of your neighbors haven't done anything, and
they've been pulling their hair out. Tell you what: let me show you what I'm doing for everyone
else tomorrow, since I'm discounting the whole neighborhood for over half off.
No, I think we're good - CORRECT ANSWER - I only stopped by because I'm taking care
of _____'s house... since you're so close, and we don't want the bugs jumping over, I can actually
do it for 80% off, full property professional flush.
Accidentally running into a current customer - CORRECT ANSWER - Oh, I'm sorry. I had
no idea (say this while laughing a little bit, which will help break the ice). What was your name?
(pause) Nice to meet you, ________; my name's Chloe. So, is everything going okay? Great!
You know about our free re-services, right? People have been seeing a lot of (name of pest)
lately, so make sure to give us a call if you ever see anything between treatments. Always ask for
a referral before leaving the door. You might say, "Before I go, do you have any friends or
,neighbors who would want to get our service at a huge discount?" or "So which of your
neighbors is unhappy with their bug guy?"
We have someone, I don't know who it is, but we've had them for a few years... my husband
takes care of it - CORRECT ANSWER - Explain the service and tell them that you do the
first one for free, one year professional flush (come back to speak to spouse if needed) and ask
what they got treated for initially.
I have Terminix and I'm not seeing anything outside - CORRECT ANSWER -
DIYer with professional grade product - CORRECT ANSWER -
They have a service for mosquitos and termites - CORRECT ANSWER -
Still can't afford the service for 0/89 because of social security, retirement, etc - CORRECT
ANSWER - Situational roadblock. Move on.
Non-homeowner answers door - CORRECT ANSWER -
I'd have to think about that. Not now. - CORRECT ANSWER -
Refuses to open door or screen door - CORRECT ANSWER -
New to the area, busy, got a lot of other projects and obligations - CORRECT ANSWER -
If the customer tells you that they are still moving in, inform them that this is the best time to
receive service, while we still have easy access to the majority of the walls to perform treatment.
Or just let the customer know our focus will be on the outside and that it won't affect the inside
of the home.
In the middle of dinner - CORRECT ANSWER -
, Someone comes out twice a year already and I put chemicals on the lawn twice a month in
between, I'm not seeing anything - CORRECT ANSWER -
I don't like contracts (even after I dropped the price) I just want a one time treatment. -
CORRECT ANSWER - Reassure the customer that you understand and explain that
Aptive's service has a 100% satisfaction guaranty. If the customer has any pests return, Aptive
promises to re-service the home at no extra charge as many times as necessary to resolve the
infestation. After explaining this to the customer, look them in the eye and ask, "Does that sound
fair to you?"
Not interested - CORRECT ANSWER -
All Solutions just came out and treated - CORRECT ANSWER -
"I think my husband has somebody. I dont know exactly who he uses, but he has somebody." -
CORRECT ANSWER -
Someone sprayed earlier this spring - CORRECT ANSWER -
All Solutions knocked a couple weeks ago - CORRECT ANSWER - I came out last
because I'm the cheapest, and I do five times the work.
We're moving today - CORRECT ANSWER - Situational roadblock. Move on.
Renters, not interested - CORRECT ANSWER - "Not a problem. You know, the bugs don't
run away just because you don't own the place. I'll tell you what: If you can get it done tomorrow
with everyone else, I'll go ahead and give you our renter's special for the lowest rate I possibly
can, for $49." Once again, be careful not to waste too much time with renters because they are
typically less willing to invest money into something they do not own and will typically move
within 2 years (making them ineligible for Aptive's service without a minimum 2-year
commitment).
ACTUAL Exam Questions and CORRECT
Answers
Terminex, treated last week - CORRECT ANSWER -
Worried about treating the lawn on top of lawn care treatment - CORRECT ANSWER -
Do you have a brochure? - CORRECT ANSWER - Oh, I don't carry flyers. I'm only
setting up a few last people in the area today, so the deal goes with me. You see, normally, when
I'm not running this promotion, it can get pretty expensive. We only offer a deal this good about
once per year, when we are already in the neighborhood and have a couple of vacancies on the
route. I'll tell you what, if you can get it done with the rest of your neighbors tomorrow...
I don't want my card information on file - CORRECT ANSWER -
I'd like to get it sprayed but my husband doesn't because he takes care of it himself - CORRECT
ANSWER - That's great. You're smart! Living in this area, you have to do something;
otherwise, bugs would overrun the place. A lot of your neighbors haven't done anything, and
they've been pulling their hair out. Tell you what: let me show you what I'm doing for everyone
else tomorrow, since I'm discounting the whole neighborhood for over half off.
No, I think we're good - CORRECT ANSWER - I only stopped by because I'm taking care
of _____'s house... since you're so close, and we don't want the bugs jumping over, I can actually
do it for 80% off, full property professional flush.
Accidentally running into a current customer - CORRECT ANSWER - Oh, I'm sorry. I had
no idea (say this while laughing a little bit, which will help break the ice). What was your name?
(pause) Nice to meet you, ________; my name's Chloe. So, is everything going okay? Great!
You know about our free re-services, right? People have been seeing a lot of (name of pest)
lately, so make sure to give us a call if you ever see anything between treatments. Always ask for
a referral before leaving the door. You might say, "Before I go, do you have any friends or
,neighbors who would want to get our service at a huge discount?" or "So which of your
neighbors is unhappy with their bug guy?"
We have someone, I don't know who it is, but we've had them for a few years... my husband
takes care of it - CORRECT ANSWER - Explain the service and tell them that you do the
first one for free, one year professional flush (come back to speak to spouse if needed) and ask
what they got treated for initially.
I have Terminix and I'm not seeing anything outside - CORRECT ANSWER -
DIYer with professional grade product - CORRECT ANSWER -
They have a service for mosquitos and termites - CORRECT ANSWER -
Still can't afford the service for 0/89 because of social security, retirement, etc - CORRECT
ANSWER - Situational roadblock. Move on.
Non-homeowner answers door - CORRECT ANSWER -
I'd have to think about that. Not now. - CORRECT ANSWER -
Refuses to open door or screen door - CORRECT ANSWER -
New to the area, busy, got a lot of other projects and obligations - CORRECT ANSWER -
If the customer tells you that they are still moving in, inform them that this is the best time to
receive service, while we still have easy access to the majority of the walls to perform treatment.
Or just let the customer know our focus will be on the outside and that it won't affect the inside
of the home.
In the middle of dinner - CORRECT ANSWER -
, Someone comes out twice a year already and I put chemicals on the lawn twice a month in
between, I'm not seeing anything - CORRECT ANSWER -
I don't like contracts (even after I dropped the price) I just want a one time treatment. -
CORRECT ANSWER - Reassure the customer that you understand and explain that
Aptive's service has a 100% satisfaction guaranty. If the customer has any pests return, Aptive
promises to re-service the home at no extra charge as many times as necessary to resolve the
infestation. After explaining this to the customer, look them in the eye and ask, "Does that sound
fair to you?"
Not interested - CORRECT ANSWER -
All Solutions just came out and treated - CORRECT ANSWER -
"I think my husband has somebody. I dont know exactly who he uses, but he has somebody." -
CORRECT ANSWER -
Someone sprayed earlier this spring - CORRECT ANSWER -
All Solutions knocked a couple weeks ago - CORRECT ANSWER - I came out last
because I'm the cheapest, and I do five times the work.
We're moving today - CORRECT ANSWER - Situational roadblock. Move on.
Renters, not interested - CORRECT ANSWER - "Not a problem. You know, the bugs don't
run away just because you don't own the place. I'll tell you what: If you can get it done tomorrow
with everyone else, I'll go ahead and give you our renter's special for the lowest rate I possibly
can, for $49." Once again, be careful not to waste too much time with renters because they are
typically less willing to invest money into something they do not own and will typically move
within 2 years (making them ineligible for Aptive's service without a minimum 2-year
commitment).
