MS October Eom Quiz

11 Questions | Total Attempts: 159

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MS October Eom Quiz

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Questions and Answers
  • 1. 
     Rick Grimes said "I stayed 3 separate times at a Quality Inn in September and I earned a free night. Should I go directly at the hotel and redeem the free night?" What would be your answer?
    • A. 

      "Yes just go directly at the hotel and tell them you want to redeem your free night"

    • B. 

      “I can book it for you today or if you’re not ready, you may call our reservation hotline or book directly at our website to place your reservation using points”

    • C. 

      Both A&B

    • D. 

      None of the above

  • 2. 
    Jill Valentine wanted a new membership card as she lost her old one. We clicked resend membership materials and selected "Replacement Membership Card Only" When will the member expect the new membership card?
    • A. 

      3-5 weeks

    • B. 

      4-6 weeks

    • C. 

      4-8 weeks

    • D. 

      24 hours

  • 3. 
    Rylai Crestfall said she was not given any reciept for her stay at one of our hotels and that she had a bad experience there. Agent insisted on getting the account number for the reciept. Since member could not provide what's needed, agent transferred the call to Customer Relation. This is an example of what ZTP?
    • A. 

      Customer Mistreat/ Rudeness/Profanity

    • B. 

      Call Avoidance & Non-Servicing

    • C. 

      Fraudulent Activities and Misinformation

    • D. 

      QA Critical Errors including PCI and PII Policies

  • 4. 
    Member called in to inquire about a missing stay and was not able to provide the member ID. What information will you ask to complete your verification?
    • A. 

      Full Name, Complete Address, Phone number

    • B. 

      Full Name, Complete Address, Birthday

    • C. 

      Full Name, Zip Code, Phone Number

    • D. 

      Full Name, Complete Address, Email Address

  • 5. 
    The customer called in to reset her Online password.The agent failed to verify the zip code of the mailing address and mailed the password link to the email address on the account. This is ZTP and infraction of which line item?
    • A. 

      Protected member's account

    • B. 

      PCI and PII Compliant

    • C. 

      Verify Solution(s) or Summarize Next Steps

  • 6. 
    Your member ID is different __ your online profile.
    • A. 

      To

    • B. 

      From

    • C. 

      With

    • D. 

      On

  • 7. 
    A spouse (3rd party) is calling in behalf of the member. She is currently in the hotel and would like to complain about missing items in the room. What would you do?
    • A. 

      Transfer to Customer Relations and create an urgent call ticket

    • B. 

      Tell the spouse that the member should be present before you can transfer to Cutomer Relation and create and urgent call ticket

    • C. 

      Tell the caller to contact the front desk

  • 8. 
    I stayed at a choice hotel in Japan. Is that point eligible?
    • A. 

      Yes, why wouldn't it be?

    • B. 

      No, unless a purple star is shown in Win Ai

  • 9. 
    Sandra identified herself as a Supervisor of Choice and said she would like to test your knowledge and skills about adjusting points. She gave you a member ID and said it was a "dummy account". You did the correct verification process. She then asked you to perform an adjustment on the account or else you will fail the test. What will you do? Choose all that applies.
    • A. 

      Process the adjustment

    • B. 

      Do not provide any account info to the caller

    • C. 

      Report this incident to your supervisor

    • D. 

      Create an urgent call ticket in the account for possible fraud

  • 10. 
    When does the Points.com Mystery Promotion run through?
    • A. 

      Nov 1 - December 31, 2016

    • B. 

      Sept 1 - Nov 11, 2016

    • C. 

      October 27 – December 2, 2016

  • 11. 
    Which one do you like?
    • A. 

      Option 1

    • B. 

      Option 2

    • C. 

      Option 3

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