Sykes Agent Online Assessment
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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.]( "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.
- 2.
![How do you verify a customer calling for a commercial account. Select all that apply.]( "How do you verify a customer calling for a commercial account. Select all that apply.")
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.
- 3.
![How can the customer request for their payoff amount? Select all that apply.]( "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.
- 4.
![How many ways can the customer enroll to Direct Pay?]( "How many ways can the customer enroll to Direct Pay?")
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.
- 5.
![What are the two things needed for an Arizona lien release request?]( "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
- 6.
![What are the information needed for a Kentucky lien release request?]( "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
- 7.
![What is the purpose of noting a payment promise?]( "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
- 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
- 9.
![What is the difference between suspending Direct Pay and delaying Direct Pay?]( "What is the difference between suspending Direct Pay and delaying Direct Pay?")
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
- 10.
![How long will it take before the customer receives his title after paying his account off?]( "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
- 11.
![What is a lien?]( "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
- 12.
![If a customer calls in and wants to cancel his insurance. What do you do?]( "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.
- 13.
![What screen in cars will you check on the customer past due history?]( "What screen in cars will you check on the customer past due history?")
What screen in cars will you check on the customer past due history?- A.
Ph
- B.
B
- C.
Lchi
- D.
Ai
- 14.
![What is three point check?]( "What is three point check?")
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
- 15.
![Where will you look up in CARS to verify if GMAC has the title or the lien?]( "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
- 16.
![How do you Talk Straight to a customer?]( "How do you Talk Straight to a customer?")
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.
- 17.
![What is the correct CSAT spiel?]( "What is the correct CSAT spiel?")
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.
- 18.
![How do you RECAP?]( "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
- 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?]( "If a customer calls in to make a payment promise and customer has a late charge due on the account; what do you do?")
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
- 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
- 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
.jpg "How do you Talk Straight to a customer?")
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