Sykes Agent Online Assessment
This online exam is designed to assess your product knowledge and product updates retention.
- 1.
What is the proper hold/transfer procedure? Select all that apply.
- A.
Ask permission from the customer.
- B.
Set timeframe.
- C.
Inform the customer of the reason why they will be placed on hold.
- D.
Get back to the customer within the timeframe given.
- E.
Thank the customer for staying on the line.
Correct Answer(s)
A. Ask permission from the customer.
B. Set timeframe.
C. Inform the customer of the reason why they will be placed on hold.
D. Get back to the customer within the timeframe given.
E. Thank the customer for staying on the line.Explanation
The proper hold/transfer procedure includes asking permission from the customer, setting a timeframe, informing the customer of the reason for the hold, getting back to the customer within the given timeframe, and thanking the customer for staying on the line. This ensures that the customer is aware of the situation and feels valued throughout the process.Rate this question:
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- 2.
How do you verify a customer calling for a commercial account. Select all that apply.
- A.
A. Ask for the address and phone number on the account.
- B.
B. Get the last 6 digits of the VIN and the year, make and model of the vehicle.
- C.
C. Ask for the caller's name and position in the company.
- D.
D. Ask for the last 4 digits of the TIN.
- E.
All except B.
Correct Answer
E. All except B.Explanation
To verify a customer calling for a commercial account, you can ask for the address and phone number on the account (option A), ask for the caller's name and position in the company (option C), and ask for the last 4 digits of the TIN (option D). These methods can help confirm the caller's identity and ensure that they are authorized to access the account. However, getting the last 6 digits of the VIN and the year, make, and model of the vehicle (option B) may not be relevant or necessary for verifying a commercial account, making it the exception.Rate this question:
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- 3.
How can the customer request for their payoff amount? Select all that apply.
- A.
Customer needs to send a letter of intent to GMAC.
- B.
Online.
- C.
From a live representative.
- D.
Through the automated system.
- E.
All of the above.
Correct Answer(s)
B. Online.
C. From a live representative.
D. Through the automated system.Explanation
Customers can request their payoff amount through multiple methods, including online, from a live representative, and through the automated system. These options provide convenience and flexibility for customers to easily obtain their payoff amount.Rate this question:
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- 4.
How many ways can the customer enroll to Direct Pay?
- A.
2 ways
- B.
3 ways
- C.
1 way
- D.
Through Direct Pay forms only.
- E.
Through the website (online) only.
Correct Answer
B. 3 waysExplanation
The correct answer is 3 ways because the customer can enroll to Direct Pay through Direct Pay forms only, through the website (online) only, or through both Direct Pay forms and the website.Rate this question:
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- 5.
What are the two things needed for an Arizona lien release request?
- A.
A. VIN
- B.
B. lien amount
- C.
C. Name on the title
- D.
D. lien date
- E.
Both B and D
Correct Answer
E. Both B and DExplanation
To request a lien release in Arizona, two things are needed: the lien amount and the lien date. The lien amount refers to the amount of money owed on the lien, while the lien date is the date when the lien was established. These two pieces of information are necessary to ensure that the lien is properly released and the title is clear of any encumbrances. The other options, VIN (vehicle identification number) and name on the title, are not specifically required for a lien release request in Arizona.Rate this question:
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- 6.
What are the information needed for a Kentucky lien release request?
- A.
A. VIN and year, make and model of the vehicle
- B.
B. lien date
- C.
C. notation number
- D.
D. name of county where the lien was filed
- E.
All but A
Correct Answer
E. All but AExplanation
To request a Kentucky lien release, all the information except for the VIN and year, make and model of the vehicle is needed. This includes the lien date, notation number, and the name of the county where the lien was filed.Rate this question:
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- 7.
What is the purpose of noting a payment promise?
- A.
So as not to be marked down by QA.
- B.
To ensure that collections will not contact the customer for the expected payment.
- C.
To ensure that the customer will not be assessed of a late fee.
- D.
All of the above
- E.
None of the above
Correct Answer
B. To ensure that collections will not contact the customer for the expected payment.Explanation
Noting a payment promise is done to ensure that collections will not contact the customer for the expected payment. This means that once a payment promise is noted, the collections department will not reach out to the customer regarding the payment, as it has been acknowledged and recorded. This helps in maintaining good customer relations and avoids any unnecessary communication or inconvenience for the customer.Rate this question:
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- 8.
TRUE/FALSE: We can send a lien release to a paid-in-full account even if the caller is not verified.
- A.
True, provided that no information will be given out.
- B.
True. It's paid-off, anyway.
- C.
False. The account needs to be verified at all times.
- D.
False. Only the account holder can request for a lien release.
- E.
None of the above
Correct Answer
A. True, provided that no information will be given out.Explanation
The correct answer is true, provided that no information will be given out. This means that even if the caller is not verified, a lien release can still be sent to a paid-in-full account. However, it is important to note that no additional information should be provided to the caller in order to maintain security and privacy.Rate this question:
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- 9.
What is the difference between suspending Direct Pay and delaying Direct Pay?
- A.
There is no difference.
- B.
Suspending means canceling DP and the customer will enroll again in the future. Delaying is temporarily stopping the drafting and the customer can call back to unsuspend it.
- C.
Suspending means temporarily stopping DP from drafting and delaying means no changes will be done except a note to draft a few days after the customer's scheduled due date.
- D.
It is not possible for us to do either of the two.
- E.
None of the above
Correct Answer
C. Suspending means temporarily stopping DP from drafting and delaying means no changes will be done except a note to draft a few days after the customer's scheduled due date.Explanation
Suspending Direct Pay means temporarily stopping the drafting process, while delaying Direct Pay means no changes will be made except for a note to draft a few days after the customer's scheduled due date. In other words, suspending involves a temporary halt, while delaying involves a slight adjustment in the timing of the draft.Rate this question:
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- 10.
How long will it take before the customer receives his title after paying his account off?
- A.
A. Customer receives his title 3-5 business days after paying his account off.
- B.
B. There is a 10 business day hold for non-certified funds before we start processing the title which takes 2-3 days and then 3-5 days mailing time.
- C.
C. If the customer sends certified funds, there will be no hold time. Processing starts 2-3 days after receiving the payoff, then 3-5 days mailing time.
- D.
D. Customer needs to wait for 30 days before getting the title.
- E.
Both B and C
Correct Answer
E. Both B and CExplanation
The correct answer is both B and C. This is because option B states that there is a 10 business day hold for non-certified funds before processing the title, while option C states that if the customer sends certified funds, there will be no hold time. Both options B and C also mention that processing the title takes 2-3 days, followed by 3-5 days of mailing time. Therefore, both options B and C provide accurate information about the time it takes for the customer to receive his title after paying his account off.Rate this question:
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- 11.
What is a lien?
- A.
A title
- B.
A document with GMAC provided by DMV
- C.
A document showing the holder's ownership of the vehicle
- D.
A creditor's claim against property pledged as collateral to secure payment performance until the debt which it secures is satisfied
Correct Answer
D. A creditor's claim against property pledged as collateral to secure payment performance until the debt which it secures is satisfiedExplanation
A lien is a creditor's claim against property that is used as collateral to ensure that the debtor fulfills their payment obligations. This means that if the debtor fails to repay their debt, the creditor has the right to take possession of the property to satisfy the debt.Rate this question:
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- 12.
If a customer calls in and wants to cancel his insurance. What do you do?
- A.
Refer the customer to Van Wagenen.
- B.
Refer the customer to the originating dealership.
- C.
Refer the customer to the insurance company.
- D.
Refer the customer to Dealer Service Center.
Correct Answer
B. Refer the customer to the originating dealership.Explanation
When a customer wants to cancel their insurance, it is best to refer them back to the originating dealership. This is because the dealership is responsible for handling the insurance policies and can assist the customer with the cancellation process. The dealership will have the necessary information and resources to properly handle the customer's request and ensure a smooth cancellation experience. Referring the customer to Van Wagenen, the insurance company, or the Dealer Service Center may not be the most appropriate option as they may not have the necessary authority or knowledge to handle the cancellation effectively.Rate this question:
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- 13.
What screen in cars will you check on the customer past due history?
- A.
Ph
- B.
B
- C.
Lchi
- D.
Ai
Correct Answer
D. AiExplanation
The correct answer is "ai". This suggests that the screen in cars that you will check on the customer's past due history is the "ai" screen.Rate this question:
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- 14.
What is three point check?
- A.
Opening, Body, Closing
- B.
Thank the customer for calling; Introduce yourself; Ask how you assist the caller
- C.
Check your Posture, Attitude, Smile
- D.
None of the above
Correct Answer
C. Check your Posture, Attitude, SmileExplanation
The correct answer is "Check your Posture, Attitude, Smile." The three point check refers to the practice of checking your posture, attitude, and smile before interacting with a customer. This is important in customer service as it helps create a positive impression and demonstrates professionalism. By ensuring that your posture is upright, your attitude is positive, and you have a pleasant smile, you can make the customer feel valued and build rapport with them.Rate this question:
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- 15.
Where will you look up in CARS to verify if GMAC has the title or the lien?
- A.
Bri
- B.
Abi
- C.
Ai
- D.
Ph
Correct Answer
C. AiExplanation
In order to verify if GMAC has the title or the lien, you would look up in the "ai" section of CARS.Rate this question:
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- 16.
How do you Talk Straight to a customer?
- A.
Provide the customer with what will happen next.
- B.
Going beyong what is expected of us.
- C.
Telling the customer what we can do today.
- D.
Utilizing our product knowledge and expertise to assist the customer.
Correct Answer
C. Telling the customer what we can do today.Explanation
Telling the customer what we can do today is the correct answer because it demonstrates transparency and honesty in communication. By informing the customer about what can be done immediately, it sets clear expectations and avoids any misunderstandings. It shows a proactive approach in addressing the customer's needs and finding solutions in a timely manner.Rate this question:
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- 17.
What is the correct CSAT spiel?
- A.
Mr Smith, would you like to participate in our customer service survey? I can transfer your call right now to that department.
- B.
Mr Smith, if you opted to take part in our Customer Satisfaction Survey at the beginning of the call stay on the line and I will connect you.
- C.
Mr Smith, I can connect you right now to Customer Satisfaction Survey if you would want to give us a feedback.
- D.
Mr. Smith, did you opt to participate in our customer service service at the beginning of the call, I will connect your call right now and I hope that you will give us a high rating. Thank you.
Correct Answer
B. Mr Smith, if you opted to take part in our Customer Satisfaction Survey at the beginning of the call stay on the line and I will connect you.Explanation
The correct CSAT spiel is "Mr Smith, if you opted to take part in our Customer Satisfaction Survey at the beginning of the call stay on the line and I will connect you." This option clearly states the condition for the customer to participate in the survey and offers to connect them accordingly. It does not assume the customer's preference or make any assumptions about their rating.Rate this question:
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- 18.
How do you RECAP?
- A.
Provide Timeframes, Check for understanding, Provide Next Steps
- B.
Recap at a high level what has been discussed.
- C.
Reinforce next steps (If applicable)
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
The correct answer is "All of the above" because when you recap, you should provide timeframes to give a clear understanding of when things need to be done, check for understanding to ensure that everyone is on the same page, and provide next steps to outline the actions that need to be taken after the discussion. By doing all of these things, you can effectively summarize and reinforce what has been discussed.Rate this question:
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- 19.
If a customer calls in to make a payment promise and customer has a late charge due on the account; what do you do?
- A.
Document the account with all the information regarding the payment that customer will be sending in in CCC.
- B.
Document in CCC the payment information; make a PTP; attempt to obtain to collect the payment for the late charge as well and advising the customer of the late charge due on the account;advise of the late charge policy.
- C.
Make a PTP; advise customer of the late charge due and the late charge policy.
- D.
All of the above
Correct Answer
B. Document in CCC the payment information; make a PTP; attempt to obtain to collect the payment for the late charge as well and advising the customer of the late charge due on the account;advise of the late charge policy.Explanation
The correct answer is to document the payment information in CCC, make a PTP (Promise to Pay), attempt to collect the payment for the late charge, and advise the customer of the late charge due and the late charge policy. This option includes all the necessary steps to handle the situation appropriately, ensuring that the payment promise is documented, the late charge is collected, and the customer is informed about the late charge and the policy associated with it.Rate this question:
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- 20.
Effective Monday, July 26, 2010 to end the call, Specialists should click on the newly added “Release Call” button. The purpose of this enhancement is to eliminate the manual transfer process to survey. PopItAIO will either disconnect the call or automatically transfer the caller to survey, if they elected to participate.
- A.
True
- B.
False
- C.
Maybe
Correct Answer
A. TrueExplanation
The given statement is explaining a new feature that has been added for specialists to end a call. The purpose of this enhancement is to eliminate the manual transfer process to a survey. This means that specialists can now simply click on the "Release Call" button to end the call, and the system will either disconnect the call or automatically transfer the caller to a survey if they choose to participate. Therefore, the statement is true.Rate this question:
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- 21.
Since the Rebranding on August 23rd, all specialists must offer the website to customers as www.ally.com regardless if the customer is rerouted to gmacfs.com.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Since the rebranding on August 23rd, all specialists are required to offer the website to customers as www.ally.com, regardless of whether the customer is redirected to gmacfs.com. This means that regardless of the initial URL, the specialists must ensure that customers are ultimately directed to the www.ally.com website. Therefore, the statement "True" is correct.Rate this question:
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.jpg "How do you Talk Straight to a customer?")
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