SOP (Standard Operating Procedures) Quiz

5 Questions | By Stephkay | Last updated: Mar 21, 2022 | Total Attempts: 734

This quiz is to assess your understanding of the Standard Operating Procedure for Payment Balance & Direct Debit - these SOP's can be found on infoNET under Hanbooks

Questions and Answers

1.

In order to achieve First Contact Resolution on a Payment Balance call, what are two very important questions to ask the Card Member when they query their balance amount on an RCP Card?
- A.
  
  When are you looking to pay your balance and what type of method will you be paying?
- B.
  
  Would you like to know your current balance due and would you like to know the balance of any unbilled charges?
- C.
  
  Would you like to know your due date and the different types of methods you can pay your account by?
2.

In order to achieve First Contact Resolution on a Payment Balance call, what are important questions to ask the Card Member when they query their balance amount on a GRCC card?
- A.
  
  Would you like to know the minimum amount due now; would you like to know your last statement balance; would you like to know the current balance to date including any unbilled charges; would you like to know your available credit?
- B.
  
  When are you looking to pay your balance; what type of method will you be paying; would you like to know your due date?
- C.
  
  Would you like to know the minimum amount due now; would you like to know your due date; would you like to know the interest you have accrued since your last statement balance; would you like to know your available credit?
3.

The term OTB (Open to Buy) best refers to which of the following?
- A.
  
  It indicates the Card Member’s credit limit on the card
- B.
  
  It indicates the amount available for the Card Member to spend
- C.
  
  It indicates the minimum monthly amount that the Card Member needs to spend to remain a High Value Card Member
4.

To achieve First Contact Resolution, what are two important pieces of information we should confirm when a Card Member enquires regarding their Payment Balance
- A.
  
  That the Card Member is aware of their credit limit and spend history
- B.
  
  That the Card Member is aware of their available payment methods and the timeframes associated with those methods
- C.
  
  That the Card Member is aware of any Late Payment fees that may be due and when their Annual Card Fee is due for payment
5.

To check the due date on an RCP and GRCC Card, where does the TSC Rep need to go to calculate the date?
- A.
  
  To check the due date on an RCP card, the TSC Rep needs to calculate 21 days from the statement issue date and for GRCC, the TSC Rep needs to go into the most recent statement and locate the due date
- B.
  
  To check the due date on an RCP card, the TSC Rep needs to calculate 21 days from the statement issue date and for GRCC, the TSC Rep needs to calculate 25 days from the statement issue date
- C.
  
  To check the due date on an RCP card, the TSC Rep needs to go into the most recent statement to locate the due date and for GRCC, the TSC Rep needs to calculate 25 days from the statement issue date