Pentius Pop Quiz 9.20

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  • 1/26 Questions

     In an account, what page shows the onscreen "refund status" information? (refund inquiry)

    • Refund Log / Detail Page
    • Refund Check Up Page
    • Payment Details Page
    • Refund Archive Page
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About This Quiz

Pentius Pop Quiz 9.20 assesses knowledge on account management and customer service, focusing on refund statuses, credit monitoring product restrictions, and subscription limits. It evaluates understanding of service protocols and customer interaction, crucial for professionals in customer-centric roles.

Pentius Pop Quiz 9.20 - Quiz

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  • 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

    • 9 days

    • 9 weeks

    • 90 days

    • 9 months

    Correct Answer
    A. 90 days
    Explanation
    If a customer fails to pass the 3 attempts to manually authenticate their account, their account will be blocked from receiving any credit monitoring product for 90 days. This means that for a period of 90 days, the customer will not be able to access or receive any credit monitoring services or products.

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  • 3. 

    Long distance calling is valid in 48 states, Puerto rico, canada, US virgin islands & Guam

    • True

    • False

    Correct Answer
    A. False
    Explanation
    False. The statement is incorrect because long distance calling is valid not only in the 48 states, Puerto Rico, Canada, US Virgin Islands, and Guam, but also in other countries around the world.

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  • 4. 

    Customers are able to receive TWO magazine subscriptions.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Customers are not able to receive two magazine subscriptions. This means that the statement "Customers are able to receive TWO magazine subscriptions" is incorrect. Therefore, the correct answer is False.

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  • 5. 

    What are amusement parks we give discounts in?

    • Legoland, Sesame Street , Cedar Creek, Parque de Diversiones

    • Cedar Creek, Aquatica, Universal Studios, Eight Flags

    • Cedar Point, Aquaplanet, Disney, Bushy Gardens, Disney

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

    Correct Answer
    A. Cedar Point, Lego Land, Hershey Park, Sesame Place
    Explanation
    The amusement parks that offer discounts are Cedar Point, Lego Land, Hershey Park, and Sesame Place.

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  • 6. 

    The roadside assistance fuel covers:

    • Up 2 gallons

    • Up 4 gallons

    • Up 5 gallons

    • Up 10 gallons

    Correct Answer
    A. Up 2 gallons
    Explanation
    The roadside assistance fuel covers up to 2 gallons. This means that if a vehicle runs out of fuel, the roadside assistance service will provide up to 2 gallons of fuel to help the driver reach the nearest gas station or their destination.

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  • 7. 

    On the account verification screen, the system will generate three  questions regarding different pieces of information: 

    • email, zip code, last 4 digits of billed CC.

    • email, zip code, last name

    • Street address, merchant ID, full card number

    • last 4 digits of billed CC, membership ID, website name

    Correct Answer
    A. email, zip code, last 4 digits of billed CC.
    Explanation
    The correct answer is email, zip code, last 4 digits of billed CC. This combination of information is commonly used for account verification as it provides a good level of security. The email ensures that the user is accessing their own account, the zip code helps confirm their location, and the last 4 digits of the billed credit card provide an additional layer of authentication.

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  • 8. 

    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

    • Ghost Calls

    • Phantom Recording

    • Call backs

    • Surveys

    Correct Answer
    A. Ghost Calls
    Explanation
    The script mentions that the customer is unable to be heard at the moment and is asked to call back. This indicates that the topic being discussed is related to "Ghost Calls", which refers to instances where a call is received but there is no one on the other end or the call gets disconnected.

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  • 9. 

    In order to view if customer saw credit report, what tab should you click on the system portal?

    • Report View Tab

    • View Report Tab

    • Product Usage Tab

    • Reports & more Tab

    Correct Answer
    A. Product Usage Tab
    Explanation
    The Product Usage Tab is the correct option to view if a customer saw a credit report. This tab is likely to provide information about the customer's usage of various products and services, including credit reports. It would allow the user to track and monitor the customer's activities related to credit reports, providing valuable insights into their interactions with the system. The other options, such as Report View Tab and View Report Tab, may be related to generating or viewing reports but may not specifically indicate if the customer saw a credit report. The Reports & more Tab is a generic option that does not specifically pertain to credit reports or customer interactions.

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  • 10. 

    In order to view if customer received credit alerts, what tab should you click on the system portal?

    • Credit Alert Tab

    • Customer Communications Tab

    • Alerts & more

    • Alert Zone

    Correct Answer
    A. Customer Communications Tab
    Explanation
    To view if the customer received credit alerts, you should click on the "Customer Communications Tab" in the system portal. This tab likely contains all the communication records between the company and the customer, including any credit alerts that were sent. The other options, such as "Credit Alert Tab," "Alerts & more," and "Alert Zone," do not specifically mention customer communications and may not provide the necessary information regarding credit alerts.

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  • 11. 

    Accounts must be verified within the first _ minutes of a call. 

    • 15 seconds

    • 5 minutes

    • 2 minutes

    • 9 minutes

    Correct Answer
    A. 2 minutes
    Explanation
    Accounts must be verified within the first 2 minutes of a call. This time frame allows for a reasonable amount of time for the verification process to take place, ensuring that the account is authenticated in a timely manner. Waiting longer than 2 minutes may lead to delays in accessing the account or potential security risks if the verification process is not completed promptly.

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  • 12. 

    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

    • Refund Rebuttal

    • Refund Confirmation

    • Refund Recap

    • Refiund Review

    Correct Answer
    A. Refund Rebuttal
    Explanation
    The given script belongs to the Refund Rebuttal section of the call flow because it is a response to a customer's request for a refund. The representative explains that they are unable to issue a refund because the service was used beyond the free trial period and the customer agreed to the charge at the time of sign up. This rebuttal is aimed at addressing the customer's dissatisfaction and justifying the company's position on the refund.

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  • 13. 

    How many refund rebuttals are you able to use?

    • 3

    • 5

    • 6

    • We do not give refunds at all

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

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  • 14. 

    What are three movie theatres customers get discounts in?

    • AMC, Cinemark, Century

    • AMC, Showtime, HBO

    • AMC, Cinemark, Cinepolies

    • Bowtie, Regal, Showbox

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

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  • 15. 

    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 for a period of up to 90 days or 3 months.

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  • 16. 

    Is the following rebuttal correct: "May I place you on a brief hold for 2 minutes while...I research your account''

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The given rebuttal is incorrect. The statement "May I place you on a brief hold for 2 minutes while I research your account" is a polite and professional way to ask for permission to put the caller on hold. Therefore, the correct answer is False.

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  • 17. 

    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:

    • Account Locating

    • Account Verification

    • Account Protection

    • Survey

    Correct Answer
    A. Account Verification
    Explanation
    The given script belongs to the "Account Verification" section of the call flow because it states that in order to access the account, the representative needs to verify 2 pieces of information. This indicates that the purpose of this part of the call is to confirm the identity of the customer and ensure the security of their personal information.

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  • 18. 

     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

    • Survey

    • Additional Question Section

    • Account Verification

    • Customer Satisfaction Deparment

    Correct Answer
    A. Survey
    Explanation
    The given script states that at the end of the call, the customer will be transferred to a short survey to verify if their needs were met. This indicates that the script belongs to the "Survey" section of the call flow, as it is specifically mentioning the survey that will be conducted.

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  • 19. 

    If a customer asks where are we located, where do we find the address?

    • Below company information in Account Summary

    • Inside Email's

    • Under Payment Details

    • Address Tab

    Correct Answer
    A. Below company information in Account Summary
    Explanation
    The correct answer is "Below company information in Account Summary." This is because the customer can find the address by looking at the company information provided in the Account Summary section.

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  • 20. 

    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

    • True

    • False

    Correct Answer
    A. True
    Explanation
    If the last thing you heard or understood from the member was a cancellation request or a question about cancellation fees or a refund inquiry, then it is advised to proceed with canceling the subscription and make a note about it. This implies that if a member expresses any intention to cancel their subscription or asks about refund policies, it is important to take action accordingly and document the interaction appropriately. Therefore, the statement is true.

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  • 21. 

    What are 4 hotels customers can get discounts in?

    • TRYP, Days Inn, Super 8, Travel Lodge

    • Crown Plaze. TRYP, Wyndham Lodge, Knights Inn

    • Super Eight, Travel Inn, Days Lodge, TRIP

    • Days Inn, Trippy, Super Ocho, Holiday Inn

    Correct Answer
    A. TRYP, Days Inn, Super 8, Travel Lodge
    Explanation
    The correct answer is TRYP, Days Inn, Super 8, Travel Lodge. These are the four hotels where customers can get discounts.

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  • 22. 

    Which is not one of our websites?

    • Creditkarma.com

    • Myscore.com

    • Freester.com

    • Procredit.com

    Correct Answer
    A. Creditkarma.com
    Explanation
    The website "creditkarma.com" is not one of our websites.

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  • 23. 

    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

    • Greeting

    • Survey

    • Account verification & security statement

    • Locating an account

    Correct Answer
    A. Account verification & security statement
    Explanation
    The given script belongs to the "Account verification & security statement" section of the call flow. This is evident from the statement itself, which mentions the need to verify 2 pieces of information in order to access the account. This step is crucial for ensuring the security of the customer's personal information, which aligns with the purpose of the account verification and security statement section.

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  • 24. 

    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

    • Issues with Dialer box

    • Logic

    • Dialer Difficulty Ticket

    • Dialer is going crazy form!

    Correct Answer
    A. Issues with Dialer box
    Explanation
    The correct answer is "Issues with Dialer box". This option is the most logical choice because it directly addresses the problem mentioned in the question, which is agents being unable to note, perform an action on, cancel, or refund due to a technical issue. The other options, such as "Logic" and "Dialer Difficulty Ticket," do not specifically relate to the issue of the dialer box malfunctioning. The phrase "Dialer is going crazy form!" is not a valid option as it does not make sense in the context of the question.

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  • 25. 

    If customer has errors on report, what are the two best benefits that will tailor the customer?

    • World Class Dispute Center & 24/7 Credit Monitoring Alerts

    • ID Protection & ID Restoration

    • World Class Dispute center & Fraud Resolution

    • World Class Dispute Center & Rewards

    Correct Answer
    A. World Class Dispute Center & 24/7 Credit Monitoring Alerts
    Explanation
    The two best benefits that will tailor the customer are the World Class Dispute Center and 24/7 Credit Monitoring Alerts. These benefits will help the customer in resolving any errors on their report through the dispute center and also provide continuous monitoring of their credit to ensure any suspicious activities are detected and reported promptly.

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Quiz Review Timeline (Updated): Nov 29, 2023 +

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

  • Current Version
  • Nov 29, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Aug 09, 2017
    Quiz Created by
    Info
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