Quality Assurance Compliance Test! Trivia Quiz
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The agent created a booking for the customer who called in to enquire about fare pricing.
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Followed privacy and security guidelines (including credit card information)
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Adhered to anti-fraud measures
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Advised fare rules
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Left notes on the PNR
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This trivia quiz is a quality assurance compliance test! To protect consumers from extortion or from buying harmful products, the government and various bodies have laid don specific rules that companies should follow to ensure that they give quality goods and services. Do take this quiz and see if you comply with them all! All the best!
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The agent did not log out after using a temporary ID to process authorized booking changes.
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Polite, did not display rude, abusive and/or bad attitude
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Left notes on the PNR
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Followed privacy and security guidelines (including credit card information)
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Adhered to anti-fraud measures
Correct Answer
A. Adhered to anti-fraud measuresExplanation
The correct answer is "Adhered to anti-fraud measures." This means that the agent followed the necessary precautions and protocols to prevent fraudulent activities. This could include verifying the customer's identity, checking for any suspicious behavior or transactions, and taking appropriate actions to ensure the security of the booking process.Rate this question:
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- 3.
Agent's tone of voice and phrases used with customer are insincere, sarcastic and annoying
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Polite, did not display rude, abusive and/or bad attitude
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Advised fare rules
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Did not strand the caller by leaving the caller on hold for five minutes or more
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Adhered to anti-fraud measures
Correct Answer
A. Polite, did not display rude, abusive and/or bad attitudeExplanation
The given correct answer is "Polite, did not display rude, abusive and/or bad attitude." This is because the agent's tone of voice and phrases used with the customer are described as insincere, sarcastic, and annoying. However, the agent did not display any rude, abusive, or bad attitude towards the customer.Rate this question:
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- 4.
Copied credit card details from initial payment made on the booking and only asked for the CVV number
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Advised fare rules
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Adhered to anti-fraud measures
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Followed privacy and security guidelines (including credit card information)
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Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings
Correct Answer
A. Followed privacy and security guidelines (including credit card information)Explanation
The answer "Followed privacy and security guidelines (including credit card information)" is the correct answer because the statement mentions that the agent copied credit card details from the initial payment made on the booking. By following privacy and security guidelines, the agent ensured that they handled the credit card information in a secure and confidential manner, protecting the customer's sensitive data from unauthorized access or misuse.Rate this question:
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- 5.
Provided inaccurate information e.g. agent advised passenger that they should be at the airport at least an hour before scheduled departure when the flight is an international flight.
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This is not a violation
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Advised fare rules
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Adhered to anti-fraud measures
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Left notes on the PNR
Correct Answer
A. Advised fare rulesExplanation
The correct answer is "Advised fare rules". In this scenario, the agent provided inaccurate information regarding the recommended arrival time at the airport for an international flight. However, this does not constitute a violation. The other options, such as adhering to anti-fraud measures and leaving notes on the PNR, are not relevant to the situation described. The only relevant option is advising fare rules, which suggests that the agent provided accurate information regarding the fare rules of the ticket.Rate this question:
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- 6.
No notification from TL about system issues encountered preventing the agent from leaving notes on the booking
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Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings
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Did not strand the caller by leaving the caller on hold for five minutes or more
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This is not a violation
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Left notes on the PNR
Correct Answer
A. Left notes on the PNRExplanation
The correct answer is "Left notes on the PNR." This means that the agent followed the protocol of leaving notes on the PNR (Passenger Name Record) regarding the call or booking. The other statements mentioned in the question are additional guidelines that the agent followed, such as not tampering with call recordings, not disconnecting the call, and not leaving the caller on hold for an extended period of time. However, the specific violation mentioned in the question was related to leaving notes on the booking, and the agent did not violate this requirement.Rate this question:
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- 7.
A portion of the credit card information was captured in the recording (Exception: credit card information was given
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Advised fare rules
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Adhered to anti-fraud measures
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Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings
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Left notes on the PNR
Correct Answer
A. Adhered to call recording guidelines, did not tamper, hang up or disconnect recordingsExplanation
The given correct answer states that the agent adhered to call recording guidelines and did not tamper, hang up, or disconnect the recordings. This means that the agent followed the proper protocol for recording calls and did not interfere with the recording process. This is important because it ensures that all relevant information, including any captured credit card information, is accurately recorded and can be used for reference or investigation purposes if needed.Rate this question:
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- 8.
Agent left the customer on hold for more than five minutes without checking back
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Did not strand the caller by leaving the caller on hold for five minutes or more
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Advised fare rules
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Adhered to anti-fraud measures
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Followed privacy and security guidelines (including credit card information)
Correct Answer
A. Did not strand the caller by leaving the caller on hold for five minutes or moreExplanation
The correct answer is "Did not strand the caller by leaving the caller on hold for five minutes or more." This means that the agent did not leave the customer waiting on hold for an extended period of time without checking back in with them. The other options mentioned in the question are unrelated to the situation described.Rate this question:
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- 9.
Inappropriate Move Before Cancelling – The agent moved or changed flight details and then processed the flight or booking cancellation that the customer requested.
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Adhered to anti-fraud measures
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Followed privacy and security guidelines (including credit card information)
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Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings
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Polite, did not display rude, abusive and/or bad attitude
Correct Answer
A. Adhered to anti-fraud measuresExplanation
The correct answer is "Adhered to anti-fraud measures" because it is the only option that directly relates to the situation described in the question. The explanation suggests that the agent followed the necessary protocols to prevent fraudulent activity, which is important in a situation where the customer's flight or booking is being cancelled. This shows that the agent took appropriate steps to ensure the customer's safety and protect against potential fraud.Rate this question:
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- 10.
The agent provided the customer other misleading information as a way to get or close the sale. The agent promised the customer a call back to close a sale opportunity.
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Advised fare rules
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Adhered to call recording guidelines, did not tamper, hang up or disconnect recordings
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Did not strand the caller by leaving the caller on hold for five minutes or more
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Adhered to anti-fraud measures
Correct Answer
A. Adhered to anti-fraud measuresExplanation
The correct answer is "Adhered to anti-fraud measures." This answer is supported by the information given in the question, which states that the agent provided misleading information as a way to close a sale. Adhering to anti-fraud measures would involve ensuring that the agent does not engage in any fraudulent or deceptive practices, such as providing misleading information to customers.Rate this question:
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Quiz Review Timeline (Updated): Mar 19, 2023 +
Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.
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Current Version
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Mar 19, 2023Quiz Edited by
ProProfs Editorial Team -
Mar 22, 2013Quiz Created by
TinyEmber
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