Pentius Final Exam 7.28

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  • 1/57 Questions

    If the customer is on declined status, you refer customer to website to update card info. We are not able to take their CC info. 

    • True
    • False
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About This Quiz

The 'Pentius Final Exam 7.28' assesses knowledge on customer authentication protocols, membership benefits, and ID protection services. It evaluates understanding of manual authentication attempts, monitoring services, and fraud resolution, crucial for roles in customer service and security.

Pentius Final Exam 7.28 - Quiz

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  • 2. 

    How many refund rebuttals are you able to use?

    • 4

    • 3

    • 1

    • We don't rebuttal refunds. We just don't give them out.

    Correct Answer
    A. 3
    Explanation
    You are able to use 3 refund rebuttals.

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  • 3. 

    Whenever an issue occurs, you must report it to

    • Floor Manager, & Report using the ''Report an issue'' link on Dialer

    • Lisa Horton, The QA Director

    • Andrea

    • Dialer complaint box.

    Correct Answer
    A. Floor Manager, & Report using the ''Report an issue'' link on Dialer
    Explanation
    Whenever an issue occurs, the correct course of action is to report it to the Floor Manager and use the "Report an issue" link on Dialer. The Floor Manager is responsible for managing the operations on the floor and can address and resolve the issue effectively. Additionally, using the "Report an issue" link on Dialer ensures that the problem is documented and can be tracked for further investigation or resolution. The other options mentioned, such as Lisa Horton (QA Director) and Andrea (no designation provided), may not have the direct authority or responsibility to handle the issue.

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  • 4. 

    How do customer get their coupons?

    • Manually select the coupons, ship them to their address using UPS

    • Manually select the coupons, & print them using USPS.com

    • Manually select the coupons, ship them to their address using USPS

    • Manually select the coupons, & call customer to service to have an agent ship them to the address.

    Correct Answer
    A. Manually select the coupons, ship them to their address using USPS
    Explanation
    Customers get their coupons by manually selecting them and having them shipped to their address using USPS.

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  • 5. 

    The roadside assistance towing covers:

    • Up to 5 miles, 6th mile is $5 dollars

    • Up to 6 Miles, 7th mile is $6 dollars

    • Up to 10 miles, 11th is $2 dollars

    • Up to 3 Miles, 4th mile is $4 dollars

    Correct Answer
    A. Up to 5 miles, 6th mile is $5 dollars
    Explanation
    The roadside assistance towing covers up to 5 miles. However, if the distance exceeds 5 miles, an additional charge of $5 is applied for every mile after the 5th mile.

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  • 6. 

    What are three magazines they can subscribe to:

    • Everyday with Martha Stewart, ESPN, GQ

    • GQ, Forbes, The Credit Magazine

    • The credit magazine, GQ, ESPN

    • Everyday with Rachael Ray, ESPN, Seventeen

    Correct Answer
    A. Everyday with Rachael Ray, ESPN, Seventeen
    Explanation
    The correct answer is Everyday with Rachael Ray, ESPN, Seventeen. This answer includes three different magazines that the person can subscribe to: Everyday with Rachael Ray, ESPN, and Seventeen.

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  • 7. 

    If the customer has two products in one account, you must mention the price and billing date for both. If you do not do this, this is considered a CANCEL AVOIDANCE.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    If a customer has two products in one account, it is necessary to mention the price and billing date for both. Failure to do so is considered a cancel avoidance, which means the customer may cancel their account or request a cancellation due to the lack of information about the pricing and billing dates for both products. Therefore, the statement is true.

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  • 8. 

    If the customer is on declined status...

    • You cancel immediately

    • You refer customer to website to update their card info

    • You rebuttal retention four times

    • You contact the QA team

    Correct Answer
    A. You refer customer to website to update their card info
    Explanation
    If the customer is on declined status, the best course of action would be to refer the customer to the website to update their card information. This would allow the customer to resolve the issue directly by updating their payment details, which could potentially resolve the declined status and enable them to continue using the service without any further intervention required.

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  • 9. 

    Active accounts get paid

    • $0.40 a minute

    • $0.30 a minute

    • $0.45 a minute

    • $0.50

    Correct Answer
    A. $0.40 a minute
    Explanation
    Active accounts receive a payment of $0.40 per minute.

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  • 10. 

    Who is your QA?

    • Andrea Diez & Jose ''Tiko'' Rodriguez

    • Edgar Venegaz

    • Manny

    • Greislyn

    Correct Answer
    A. Andrea Diez & Jose ''Tiko'' Rodriguez
    Explanation
    The correct answer is Andrea Diez & Jose ''Tiko'' Rodriguez. This answer suggests that the QA (Quality Assurance) team consists of Andrea Diez and Jose ''Tiko'' Rodriguez. It implies that these individuals are responsible for ensuring the quality of the product or service being developed.

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  • 11. 

     How many attempts does a customer receive to manual authenticate?

    • 5

    • 3

    • 4

    • 2

    Correct Answer
    A. 3
    Explanation
    A customer receives 3 attempts to manually authenticate.

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  • 12. 

    1. How many reports & scores does a premium membership have & what bureau is it from?

    • One Report / 2 Scores / Experian

    • Three Reports / Experian - Transunion - Equifax

    • One Report - / 2 Scores - Equifax

    • One Report / One Score / Experian

    Correct Answer
    A. One Report / One Score / Experian
    Explanation
    A premium membership includes one report and one score from Experian.

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  • 13. 

    Customers are able to receive TWO magazine subscriptions.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement mentions that customers are able to receive two magazine subscriptions. However, the correct answer is false, indicating that customers are not able to receive two magazine subscriptions.

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  • 14. 

    Before transferring a call to our world class dispute specialist, you must provide the membership ID in order to make it count as a valid transfer.

    • False

    • True

    Correct Answer
    A. True
    Explanation
    In order to transfer a call to the dispute specialist, it is necessary to provide the membership ID for the transfer to be considered valid. This implies that without the membership ID, the transfer will not be considered valid and may not be processed. Therefore, the statement "Before transferring a call to our world class dispute specialist, you must provide the membership ID in order to make it count as a valid transfer" is true.

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  • 15. 

    If an surpass 3:00 minutes in accessing an account, they will be penalized with a yellow flag in QA.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    If someone takes more than 3 minutes to access an account, they will be penalized with a yellow flag in QA. This suggests that there is a time limit for accessing the account and exceeding that limit will result in a penalty. Therefore, the statement is true.

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  • 16. 

    What are three movie theatres customers get discounts in?

    • Cinepolis, Cinemark, Century

    • AMC, Century, Cinepolis

    • Cinepolis, AMC, Bow Tie

    • AMC, Cinemark, Century

    Correct Answer
    A. AMC, Cinemark, Century
    Explanation
    Customers get discounts in three movie theatres: AMC, Cinemark, and Century.

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  • 17. 

    Up to how many months are we able to refund?

    • 120 Days - 4 Months

    • 90 Days / 3 Months

    • No Limit

    • 30 Days / 1 Months

    Correct Answer
    A. 90 Days / 3 Months
    Explanation
    The correct answer is 90 Days / 3 Months. This means that we are able to refund a purchase within a maximum time period of 90 days or 3 months.

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  • 18. 

    What are 4 options to locate an account?

    • Member ID, Bank name, Billing Address, Merchant name

    • Member ID, Phone Number, Billing Address, Email Address

    • Merchant ID, Billing Address, Email Address, Score

    • Phone Number, Email Address, Website name, Merchant ID

    Correct Answer
    A. Member ID, Phone Number, Billing Address, Email Address
    Explanation
    The correct answer is Member ID, Phone Number, Billing Address, Email Address. These options provide different ways to locate an account. The Member ID is a unique identifier assigned to each member, while the Phone Number and Email Address are commonly used contact information associated with the account. The Billing Address is another identifying factor, as it is linked to the account for billing purposes.

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  • 19. 

    If customer threatens to contact the better business bureau, we must escalate this by pressing the blue button.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    If a customer threatens to contact the better business bureau, it indicates that they are dissatisfied with the service or product provided. Escalating the situation by pressing the blue button is necessary in order to address the customer's concerns and prevent any negative consequences that may arise from their complaint. This action shows that the company takes customer complaints seriously and is committed to resolving them in a timely manner.

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  • 20. 

    In order to properly release the phone call, you must

    • Present three warnings in a respectful and professional way

    • Release call by clicking on hang up

    • Present 1 warning and state quality assurance statement before releasing call

    • Transfer to Escalations.

    Correct Answer
    A. Present three warnings in a respectful and professional way
    Explanation
    To properly release the phone call, it is necessary to present three warnings in a respectful and professional way. This implies that before ending the call, the person should provide the caller with three clear warnings about the call coming to an end. These warnings should be delivered in a respectful and professional manner, ensuring that the caller is aware that the call is about to be terminated. This approach helps to maintain good customer service and ensures that the caller is not caught off guard when the call ends.

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  • 21. 

    The following behaviors are unaceptable:

    • Cancel Avoidance, Customer mistreat, Trigger words not notated, wrongly dispositioned the call on purpose

    • Cancel Avoidance and speaking spanish on the phone

    • Cancel Avoidance, Customer mistreat, speaking spanish on the phone

    • Speaking spanish on the phone, making jokes on the phone

    Correct Answer
    A. Cancel Avoidance, Customer mistreat, Trigger words not notated, wrongly dispositioned the call on purpose
    Explanation
    The correct answer includes behaviors that are considered unacceptable in a professional setting. These behaviors include cancel avoidance, customer mistreatment, not notating trigger words, and intentionally misclassifying calls. Speaking Spanish on the phone and making jokes on the phone are not mentioned in the correct answer.

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  • 22. 

    All active accounts must be extended to 9 minutes EXCEPT for

    • Freester.com / Roadsave.com (4 minutes)

    • Freester.com / Roadsave.com (6 minutes)

    • Myrenttown.com (4 minutes)

    • Myrenttown.com (8 minutes

    Correct Answer
    A. Freester.com / Roadsave.com (4 minutes)
    Explanation
    All active accounts must be extended to 9 minutes, except for Freester.com / Roadsave.com (4 minutes). This means that all other accounts, including Freester.com / Roadsave.com (6 minutes), myrenttown.com (4 minutes), and Myrenttown.com (8 minutes), need to be extended to 9 minutes. The exception for Freester.com / Roadsave.com (4 minutes) indicates that these accounts should not be extended to 9 minutes like the others.

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  • 23. 

    Non-member calls do not help revenue since agents do not get paid for these calls

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Non-member calls refer to calls made by individuals who are not paying customers or members of a particular service or organization. The explanation for the given correct answer, which is True, is that these non-member calls do not contribute to revenue because the agents who handle these calls do not receive any payment or compensation for their time and effort. Therefore, these calls do not directly generate any income for the company or organization.

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  • 24. 

    If customer has credit karma, what is something you should pitch to show superiority?

    • The fact that we have all three reports and scores, the monitoring from all three and a world class dispute center

    • The fact that we are not lead generator and we have more website options

    • We have rewards such as free discount card for Applebee's

    • Our experian report

    Correct Answer
    A. The fact that we have all three reports and scores, the monitoring from all three and a world class dispute center
    Explanation
    The correct answer is that the company has all three credit reports and scores, along with monitoring services for all three, and a world-class dispute center. This pitch shows superiority because it highlights the comprehensive nature of the company's credit monitoring services, as well as the ability to address and resolve any disputes that may arise. Additionally, having all three credit reports and scores gives customers a more complete picture of their creditworthiness compared to competitors who may only provide one or two reports.

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  • 25. 

    Who is your account manager?

    • Edgar Venegas

    • Manny

    • JQ

    • Tiko & Andrea Diez

    Correct Answer
    A. Edgar Venegas
    Explanation
    Edgar Venegas is the correct answer because he is mentioned as the account manager in the given options.

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  • 26. 

    4. How much is the ID protection upgrade online & what benefit does it consist of?

    • $9.95 - Internet surveillance monitoring, ID Restoration, Lost wallet assistance, SSN trace, ID Theft Insurance up to 1 million dollars,

    • $9.95 - Internet surveillance monitoring, ID Restoration, Lost wallet assistance, ID Theft Insurance up to 1 million dollars,

    • $9.95 - Internet surveillance monitoring, ID Restoration, Lost wallet assistance, SSN trace, ID Theft Insurance up to 1 million dollar (2% deductible)

    • $9.99 - Internet surveillance monitoring, ID Restoration, Lost wallet assistance, SSN trace, ID Theft Insurance up to 1 thousand dollars,

    Correct Answer
    A. $9.95 - Internet surveillance monitoring, ID Restoration, Lost wallet assistance, SSN trace, ID Theft Insurance up to 1 million dollars,
    Explanation
    The correct answer is $9.95 - Internet surveillance monitoring, ID Restoration, Lost wallet assistance, SSN trace, ID Theft Insurance up to 1 million dollars. This option includes all the listed benefits, such as internet surveillance monitoring, ID restoration, lost wallet assistance, SSN trace, and ID theft insurance coverage up to 1 million dollars.

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  • 27. 

    How many retention attempts are you able to offer?

    • 2

    • 1

    • 3

    • As many as you can. Ideally, 6 attempts.

    Correct Answer
    A. 3
    Explanation
    The correct answer is 3. This means that the company is able to offer three retention attempts. This suggests that the company has a specific number of attempts in place to try and retain customers or clients. It implies that there is a limit to the number of attempts they can make before they may need to consider alternative strategies or approaches to retain customers.

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  • 28. 

    What is the only package / membership that can be offered when the customer's manual authentication attempts are blocked? What does this package have?

    • ID Protection - $9.95

    • Premium for 19.95 + ID Theft

    • Basic Limited - Credit Monitoring, Fraud Resolution, World Class Dispute Center, Rewards

    • Basic Limited - Rewards

    Correct Answer
    A. Basic Limited - Rewards
    Explanation
    The Basic Limited - Rewards package is the only package that can be offered when the customer's manual authentication attempts are blocked. This package includes Credit Monitoring, Fraud Resolution, World Class Dispute Center, and Rewards.

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  • 29. 

    In order to make your retention attempt valid, what must be mentioned?

    • Your name

    • Price

    • Reward program

    • Membership type

    Correct Answer
    A. Price
    Explanation
    To make a retention attempt valid, it is necessary to mention the price. This implies that the customer must discuss the cost or pricing of the product or service in order for their retention attempt to be considered valid.

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  • 30. 

    The PC Support off the reward program is also there to assist customers with technical issues on the website.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement suggests that the PC Support is available to assist customers with technical issues on the website. However, the correct answer is False because the statement does not provide enough information to determine whether the PC Support is actually part of the reward program or not.

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  • 31. 

    Can you refund an inactive account?

    • True

    • False

    Correct Answer
    A. True
    Explanation
    Yes, it is possible to refund an inactive account. However, the process may vary depending on the specific policies and procedures of the organization or company managing the account. It is advisable to contact the customer support or relevant authority to inquire about the refund process for an inactive account.

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  • 32. 

    In order for a customer to receive the survey, you must

    • Notate account, state survey & hang up

    • Notate account, state survey & let customer hang up

    • State survey & press survey button

    • Notate account, state survey & press survey button

    Correct Answer
    A. Notate account, state survey & hang up
    Explanation
    The correct answer is to notate the account, state the survey, and hang up. This means that after notating the customer's account, the representative should inform the customer about the survey and then end the call. This approach ensures that the necessary information is recorded, the customer is aware of the survey, and the call is concluded efficiently.

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  • 33. 

    How many coupons do customer weekly / a month?

    • 28 coupons a week, 108 a month

    • 27 coupons a week, 108 a month

    • 45 coupons in batches of 3, 180 a month

    • 45 coupons in batches of three, 108 a month

    Correct Answer
    A. 27 coupons a week, 108 a month
    Explanation
    The correct answer is 27 coupons a week, 108 a month. This is because if the customer receives 27 coupons every week, then in a month (considering 4 weeks), they would receive 27 x 4 = 108 coupons.

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  • 34. 

    If customer has Lexington Law Firm, what is something you should pitch to show superiority?

    • 24/7 Monitoring from all 3 credit bureaus

    • Lost Wallet

    • Roadside assistance

    • World Class Dispute Center

    Correct Answer
    A. 24/7 Monitoring from all 3 credit bureaus
    Explanation
    To show superiority over Lexington Law Firm, pitching 24/7 Monitoring from all 3 credit bureaus is a strong option. This service ensures continuous monitoring of the customer's credit reports from all three major credit bureaus, providing real-time alerts for any suspicious activities or unauthorized access. It offers comprehensive protection and gives customers peace of mind by detecting potential identity theft or fraudulent activities promptly. This feature demonstrates a higher level of security and proactive measures compared to other options like Lost Wallet, Roadside assistance, or World Class Dispute Center.

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  • 35. 

    Long distance calling is valid in 48 states, puerto rico, canada

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement "Long distance calling is valid in 48 states, Puerto Rico, Canada" is false. Long distance calling is not valid in all 48 states, Puerto Rico, and Canada. It is important to check with your phone service provider to determine which areas are included in your long distance calling plan.

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  • 36. 

    How many minutes do we have to locate an account

    • 1 Minute

    • 3 Minutes

    • 30 Seconds

    • 2 Minutes

    Correct Answer
    A. 2 Minutes
    Explanation
    The correct answer is 2 minutes. This is the amount of time we have to locate an account.

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  • 37. 

     According to what source, every 2 seconds there is a victim of identity theft?

    • U.S Department of Justice

    • CNN

    • Pentius Training

    • Javelin Strategy & Research

    Correct Answer
    A. Javelin Strategy & Research
    Explanation
    Javelin Strategy & Research is the correct answer because they are a reputable source that conducts research on identity theft. Their studies and reports have shown that every 2 seconds, there is a victim of identity theft.

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  • 38. 

    The world class dispute center cleans up your report from any issues you may have.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement suggests that the world class dispute center can resolve any issues in your report. However, since it is not specified what kind of issues are being referred to, it is not possible to determine the accuracy of this claim. Therefore, the answer is false as the statement is vague and lacks sufficient information to support its validity.

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  • 39. 

    What are amusement parks we give discounts in?

    • Legoland, Sesame Place, Cedar Creek, Disney

    • Cedar Creek, Aquatica, Universal Studios, Six Flags

    • Cedar Point, Aquaplanet, Disney, Six Flags, Disney

    • Cedar Point, Lego Land, Hershey Park, Sesame Place

    Correct Answer
    A. Cedar Point, Lego Land, Hershey Park, Sesame Place
  • 40. 

    What are three hotels customers can get discounts in?

    • TRYP, Days Inn, Super 8

    • Best Western, Wyndham, Hilton

    • TRYP, Daze inn, Nights Inn

    • Travel lodge, Dolce, TRIP

    Correct Answer
    A. TRYP, Days Inn, Super 8
    Explanation
    Customers can get discounts in three hotels: TRYP, Days Inn, and Super 8.

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  • 41. 

    Before transferring to a deparment, you MUST provide to the customer

    • Your name and ranking score

    • Your name and agent ID

    • Their member ID

    • Website name & order ID

    Correct Answer
    A. Their member ID
    Explanation
    Before transferring to a department, it is necessary to provide the customer with their member ID. This information is crucial for the customer as it allows for proper identification and authentication. It ensures that the customer's details and history can be accessed accurately, enabling a seamless transfer and continuation of service. Providing the member ID also helps in maintaining customer satisfaction and resolving any issues efficiently.

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  • 42. 

    RTO trial cost

    • $1

    • $1.95

    • $1.50

    • $2.00

    Correct Answer
    A. $1.95
    Explanation
    The correct answer is $1.95. This can be inferred by observing the given options for RTO trial cost. The options are listed in ascending order, starting from $1 and increasing gradually. Among the options, $1.95 is the highest value, indicating that it is the trial cost for RTO.

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  • 43. 

    2. What does a basic limited membership have? 

    • 24/7 monitoring from Experian , world class dispute center, fraud resolution team, reward program

    • 24/7 monitoring from all 3 bureaus, world class dispute center, fraud insurance , reward program

    • 24/7 monitoring from all 3 bureaus, world class dispute center, fraud resolution team, reward program

    • 24/7 monitoring from all 3 bureaus, world class claim center, fraud insurance , reward program

    Correct Answer
    A. 24/7 monitoring from all 3 bureaus, world class dispute center, fraud resolution team, reward program
    Explanation
    A basic limited membership includes 24/7 monitoring from all 3 bureaus, a world-class dispute center, a fraud resolution team, and a reward program. This means that the membership provides continuous monitoring of credit reports from all three bureaus, assistance in resolving disputes, a team to handle fraud-related issues, and a rewards program as an additional benefit.

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  • 44. 

    After how many attempts does a customer block his manual authentication attempts and how much time does the customer have to wait?

    • 2 Attempts - 90 Days

    • 3 - Attempts - 90 Days

    • 1 Attempt - 90 Days

    • 3 Attempts - 9 Business Days

    Correct Answer
    A. 3 - Attempts - 90 Days
    Explanation
    A customer will block his manual authentication attempts after 3 attempts, and he will have to wait for 90 days before he can try again.

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  • 45. 

    Is the following rebuttal correct: "May I place you on a brief hold for a minute while...I research your account''

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The given rebuttal is incorrect because it asks for permission to place the customer on hold for a minute while researching their account. This is not a brief hold as stated in the rebuttal, but rather a hold for an indefinite amount of time. Therefore, the correct answer is False.

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  • 46. 

    The roadside assistance fuel is up to

    • 3 gallons

    • 2 gallons

    • $100 dollar worth of fuel

    • 1 gallon

    Correct Answer
    A. 2 gallons
    Explanation
    The correct answer is 2 gallons because it states that the roadside assistance fuel is up to 2 gallons. This means that the maximum amount of fuel provided by the roadside assistance service is 2 gallons.

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  • 47. 

    What is an important probing question if customer is getting a home loan?

    • Is this the first time you're applying for a home?

    • Have you tried our rent to own website?

    • Did you get your payday loan to qualify for your home?

    • Can you afford a home?

    Correct Answer
    A. Is this the first time you're applying for a home?
    Explanation
    The question "Is this the first time you're applying for a home?" is an important probing question because it helps the lender understand the customer's level of experience in the home loan application process. If it is the customer's first time, they may require more guidance and explanation throughout the process. On the other hand, if the customer has applied for a home loan before, they may have a better understanding of the requirements and procedures involved. This information can help the lender tailor their approach and provide the necessary support to the customer.

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  • 48. 

    Inactive calls get paid 

    • $0.10 a minute

    • $0.05 a minute

    • $0.00

    • $1 a minute

    Correct Answer
    A. $0.10 a minute
    Explanation
    Inactive calls are calls that are not actively in use or connected. The given answer states that inactive calls get paid $0.10 per minute. This means that even when the call is not being used, the user will still receive payment at a rate of $0.10 per minute.

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  • 49. 

    All inactive calls must be wrapped up at 

    • 6 minutes

    • 4 minutes

    • 3 minutes

    • 9 minutes

    Correct Answer
    A. 4 minutes
    Explanation
    The correct answer is 4 minutes because it is the shortest time period listed. In order to wrap up all inactive calls, it is necessary to complete the process within the shortest time frame provided.

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Quiz Review Timeline (Updated): Mar 17, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 17, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jul 26, 2017
    Quiz Created by
    Jay Quesada

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