Pentius Pop Quiz 9.20
- 1.In an account, what page shows the onscreen "refund status" information? (refund inquiry)
- A.
Refund Log / Detail Page
- B.
Refund Check Up Page
- C.
Payment Details Page
- D.
Refund Archive Page
- 2.If customer does not pass the 3 attempts to manually authenticate the account, the account is blocked from receiving any credit monitoring product for
- A.
9 days
- B.
9 weeks
- C.
90 days
- D.
9 months
- 3.Long distance calling is valid in 48 states, Puerto rico, canada, US virgin islands & Guam
- A.
True
- B.
False
- 4.Customers are able to receive TWO magazine subscriptions.
- A.
True
- B.
False
- 5.How many refund rebuttals are you able to use?
- A.
3
- B.
5
- C.
6
- D.
We do not give refunds at all
- 6.What are amusement parks we give discounts in?
- A.
Legoland, Sesame Street , Cedar Creek, Parque de Diversiones
- B.
Cedar Creek, Aquatica, Universal Studios, Eight Flags
- C.
Cedar Point, Aquaplanet, Disney, Bushy Gardens, Disney
- D.
Cedar Point, Lego Land, Hershey Park, Sesame Place
- 7.What are three movie theatres customers get discounts in?
- A.
AMC, Cinemark, Century
- B.
AMC, Showtime, HBO
- C.
AMC, Cinemark, Cinepolies
- D.
Bowtie, Regal, Showbox
- 8.What are 4 hotels customers can get discounts in?
- A.
TRYP, Days Inn, Super 8, Travel Lodge
- B.
Crown Plaze. TRYP, Wyndham Lodge, Knights Inn
- C.
Super Eight, Travel Inn, Days Lodge, TRIP
- D.
Days Inn, Trippy, Super Ocho, Holiday Inn
- 9.Up to how many months are we able to refund?
- A.
120 Days - 4 Months
- B.
90 Days / 3 Months
- C.
No Limit
- D.
30 Days / 1 Months
- 10.Is the following rebuttal correct: "May I place you on a brief hold for 2 minutes while...I research your account''
- A.
True
- B.
False
- 11.The roadside assistance fuel covers:
- A.
Up 2 gallons
- B.
Up 4 gallons
- C.
Up 5 gallons
- D.
Up 10 gallons
- 12.Read the following script: “Our company takes pride in protecting our customer’s personal information and due to security, in order to access the account. I need to verify 2 pieces of information to access the account”. This script belongs to what section of the call flow:
- A.
Account Locating
- B.
Account Verification
- C.
Account Protection
- D.
Survey
- 13.Which is not one of our websites?
- A.
Creditkarma.com
- B.
Myscore.com
- C.
Freester.com
- D.
Procredit.com
- 14.On the account verification screen, the system will generate three questions regarding different pieces of information:
- A.
email, zip code, last 4 digits of billed CC.
- B.
email, zip code, last name
- C.
Street address, merchant ID, full card number
- D.
last 4 digits of billed CC, membership ID, website name
- 15.Read the following script: “At the end of this call, you will be transferred to a very short survey that just verifies all of your needs were met. We want to make certain there are no additional questions, so I would really appreciate it, if you could answer those four short questions, and my managers will review to make certain I satisfied all of your needs. Shouldn't take more than 10-15 seconds.” This belongs to what section of the call flow
- A.
Survey
- B.
Additional Question Section
- C.
Account Verification
- D.
Customer Satisfaction Deparment
- 16.Read the following script: “Mr. /Mrs. Customer unfortunately I’m unable to hear you at this moment. If you can hear me please give us a call back, and we’ll be more than happy to assist you. Have a nice day!”. This is regarding what section of policies & procedures
- A.
Ghost Calls
- B.
Phantom Recording
- C.
Call backs
- D.
Surveys
- 17.In order to view if customer saw credit report, what tab should you click on the system portal?
- A.
Report View Tab
- B.
View Report Tab
- C.
Product Usage Tab
- D.
Reports & more Tab
- 18.In order to view if customer received credit alerts, what tab should you click on the system portal?
- A.
Credit Alert Tab
- B.
Customer Communications Tab
- C.
Alerts & more
- D.
Alert Zone
- 19.If a customer asks where are we located, where do we find the address?
- A.
Below company information in Account Summary
- B.
Inside Email's
- C.
Under Payment Details
- D.
Address Tab
- 20.If customer has errors on report, what are the two best benefits that will tailor the customer?
- A.
World Class Dispute Center & 24/7 Credit Monitoring Alerts
- B.
ID Protection & ID Restoration
- C.
World Class Dispute center & Fraud Resolution
- D.
World Class Dispute Center & Rewards
- 21.Accounts must be verified within the first _ minutes of a call.
- A.
15 seconds
- B.
5 minutes
- C.
2 minutes
- D.
9 minutes
- 22.Read the following script: “Our company takes pride in protecting our customer's personal information and due to security, in order to access the account. I need to verify 2 pieces of information to access the account'” This belongs to what section of the call flow
- A.
Greeting
- B.
Survey
- C.
Account verification & security statement
- D.
Locating an account
- 23.If the last thing you heard or the last statement understood from the member was a cancellation request/fee question or refund inquiry, proceed to cancel the subscription and notate accordingly
- A.
True
- B.
False
- 24.Read the following script: “I am sorry you were not satisfied with our product, but unfortunately I am not able to issue a refund for the service since it was used beyond the free trial period. You did elect to purchase the additional service and agreed to the charge at the time of sign up” This belongs to what section of the call flow
- A.
Refund Rebuttal
- B.
Refund Confirmation
- C.
Refund Recap
- D.
Refiund Review
- 25.If agents get an account in which they are unable to note, perform an action on, cancel or refund due a technical issue. Agent must use
- A.
Issues with Dialer box
- B.
Logic
- C.
Dialer Difficulty Ticket
- D.
Dialer is going crazy form!
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