Pentius Pop Quiz 9.20

The correct answer is Payment Details Page. This page in an account displays the onscreen "refund status" information. It provides details about the payment made and includes information about any refunds that have been processed. The Payment Details Page is where users can view the status of their refunds and track any updates or changes.

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.

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.

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.

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

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.

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.

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.

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.

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.

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.

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.

You are able to use 3 refund rebuttals.

Customers can get discounts in three movie theatres: AMC, Cinemark, and Century.

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.

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.

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.

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.

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.

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.

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.

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

The website "creditkarma.com" is not one of our websites.

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.

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.