Aptive Customer Concerns Exam
Questions and Answers 100% Pass
Terminex, treated last week - ✔✔
Worried about treating the lawn on top of lawn care treatment - ✔✔
Do you have a brochure? - ✔✔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 - ✔✔
I'd like to get it sprayed but my husband doesn't because he takes care of it himself -
✔✔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 - ✔✔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.
COPYRIGHT © 2025 BY KATELYN WHITMAN, ALL RIGHTS RESERVED 1
,Accidentally running into a current customer - ✔✔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 - ✔✔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 - ✔✔
DIYer with professional grade product - ✔✔
They have a service for mosquitos and termites - ✔✔
Still can't afford the service for 0/89 because of social security, retirement, etc -
✔✔Situational roadblock. Move on.
Non-homeowner answers door - ✔✔
I'd have to think about that. Not now. - ✔✔
Refuses to open door or screen door - ✔✔
New to the area, busy, got a lot of other projects and obligations - ✔✔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.
COPYRIGHT © 2025 BY KATELYN WHITMAN, ALL RIGHTS RESERVED 2
, 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 - ✔✔
Someone comes out twice a year already and I put chemicals on the lawn twice a month
in between, I'm not seeing anything - ✔✔
I don't like contracts (even after I dropped the price) I just want a one time treatment. -
✔✔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 - ✔✔
All Solutions just came out and treated - ✔✔
"I think my husband has somebody. I dont know exactly who he uses, but he has
somebody." - ✔✔
Someone sprayed earlier this spring - ✔✔
All Solutions knocked a couple weeks ago - ✔✔I came out last because I'm the cheapest,
and I do five times the work.
We're moving today - ✔✔Situational roadblock. Move on.
Renters, not interested - ✔✔"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
COPYRIGHT © 2025 BY KATELYN WHITMAN, ALL RIGHTS RESERVED 3
Questions and Answers 100% Pass
Terminex, treated last week - ✔✔
Worried about treating the lawn on top of lawn care treatment - ✔✔
Do you have a brochure? - ✔✔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 - ✔✔
I'd like to get it sprayed but my husband doesn't because he takes care of it himself -
✔✔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 - ✔✔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.
COPYRIGHT © 2025 BY KATELYN WHITMAN, ALL RIGHTS RESERVED 1
,Accidentally running into a current customer - ✔✔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 - ✔✔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 - ✔✔
DIYer with professional grade product - ✔✔
They have a service for mosquitos and termites - ✔✔
Still can't afford the service for 0/89 because of social security, retirement, etc -
✔✔Situational roadblock. Move on.
Non-homeowner answers door - ✔✔
I'd have to think about that. Not now. - ✔✔
Refuses to open door or screen door - ✔✔
New to the area, busy, got a lot of other projects and obligations - ✔✔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.
COPYRIGHT © 2025 BY KATELYN WHITMAN, ALL RIGHTS RESERVED 2
, 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 - ✔✔
Someone comes out twice a year already and I put chemicals on the lawn twice a month
in between, I'm not seeing anything - ✔✔
I don't like contracts (even after I dropped the price) I just want a one time treatment. -
✔✔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 - ✔✔
All Solutions just came out and treated - ✔✔
"I think my husband has somebody. I dont know exactly who he uses, but he has
somebody." - ✔✔
Someone sprayed earlier this spring - ✔✔
All Solutions knocked a couple weeks ago - ✔✔I came out last because I'm the cheapest,
and I do five times the work.
We're moving today - ✔✔Situational roadblock. Move on.
Renters, not interested - ✔✔"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
COPYRIGHT © 2025 BY KATELYN WHITMAN, ALL RIGHTS RESERVED 3
