Pentius Final Test 9.21

64 Questions | Total Attempts: 167

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Customer Quizzes & Trivia

Questions and Answers
  • 1. 
    The Basic Credit Membership, includes the following: 3 Bureau 24/7 Daily Credit Monitoring and Alerts; Fraud Resolution Support ; World Class Dispute Team; Reward Program ;ID Theft Insurance up to $1,000,000 in out of pocket expenses.
    • A. 

      True

    • B. 

      False

  • 2. 
    What is the call cap for an Inactive/Cancelled Credit Membership / RTO account?
    • A. 

      4 Minute - $0.10 x Minute

    • B. 

      9 Minute - $0.60 x Minute

    • C. 

      9 Minute - $0.40 x Minute

    • D. 

      9 Minute - $3.60 x Minute

  • 3. 
     Manual Authentication:  When a customer signs up they are asked several security questions to verify they are the correct person, these questions may have to do with where they previously worked, or who their mortgage is through, or what company has their car loan, did they have a car loan at this lender, that sort of thing.If they can’t answer or answer incorrectly, they will not have access to their credit report
    • A. 

      True

    • B. 

      False

  • 4. 
    What is the call cap for an Active Credit Membership / RTO account?
    • A. 

      9 Minute - $0.40 x Minute

    • B. 

      9 Minute - $3.60 x Minute

    • C. 

      10 Minutes - $010 x Minute

    • D. 

      1 Minute - $3.60

  • 5. 
    What is the total call compensation for  non-member calls and how quick should you wrap up these calls?
    • A. 

      2 Minutes - $0.60 x Minute

    • B. 

      3 Minute - $0.40 x Minute

    • C. 

      2 Minute - $0.10 x Minute

    • D. 

      As quick as possible - $0.00

  • 6. 
     Ideally- Hold times/dead air/periods of silence on a call, should not exceed 30 seconds in length. If exceeded, it will result in a QA YELLOW FLAG
    • A. 

      True

    • B. 

      False

  • 7. 
     All Agents should deny/rebuttal a caller's refund request 3x first, then they are allowed to issue the refund.
    • A. 

      True

    • B. 

      False

  • 8. 
    A consumer stated they wished to cancel their account, then the call was disconnected before offering any retention- Should an agent leave the account *Active* ?
    • A. 

      YES! Because retention must be attempted *first* before cancelling an account

    • B. 

      No! If the request was heard before disconnection & Agent accessed account, agent is required to still cancel & note

    • C. 

      Maybe, It depends.

    • D. 

      Yes! They must call back.

  • 9. 
    When is it 'okay' for an agent to advise a caller to 'contact their bank' or 'call back to cancel'?
    • A. 

      It is always okay. Anytime

    • B. 

      Generally Never

    • C. 

      August 2017

    • D. 

      It is only okay if customer is irate.

  • 10. 
     In an account, what page shows the onscreen "refund status" information? (refund inquiry)
    • A. 

      Refund Log / Detail Page

    • B. 

      Refund Check Up Page

    • C. 

      Payment Details Page

    • D. 

      Refund Archive Page

  • 11. 
    Florida, Georgia & Michigan are the top three states with most identity theft cases according to what source?
    • A. 

      US Department of Justice

    • B. 

      BBB

    • C. 

      FTC

    • D. 

      Javelin Strategy & Research

  • 12. 
    We can only speak Spanish on a Call if Translator is on the phone.
    • A. 

      True

    • B. 

      False

  • 13. 
     Every 2 seconds there is a victim of identity theft according to   
    • A. 

      Javels Strategics & Company

    • B. 

      Juvenile Statistics & Ratios

    • C. 

      Javelin Strategy & Research

    • D. 

      Jabra Stats & Researchers

  • 14. 
    How many days does a credit bureau have to respond back to a dispute?
    • A. 

      30 - 40 days

    • B. 

      14 - 24 days

    • C. 

      3 - 5 business

    • D. 

      90 days

  • 15. 
    What button must be clicked on if customer threats to contact his attorney
    • A. 

      BBB/FTC/AG

    • B. 

      Threat Button

    • C. 

      Attorney Escalation Form

    • D. 

      Attorney Emergency Box

  • 16. 
    How much does the ID protection upgrade cost?
    • A. 

      24.95

    • B. 

      12.95

    • C. 

      9.95

    • D. 

      6.95

  • 17. 
     The world class dispute center cleans  up your report from any issues you may have.
    • A. 

      True

    • B. 

      False

  • 18. 
     Identity theft is the #1 CRIME in the U.S according to US Department of Identity
    • A. 

      True

    • B. 

      False

  • 19. 
    What is the only package / membership that can be offered when customer blocks the attempts for manual authentication
    • A. 

      Basic Limited - The Manual Authentication special (Includes Dispute Center, Rewards, & Fraud Resolution)

    • B. 

      Basic Limited - Rewards only

    • C. 

      Basic Limited - World class dispute center

    • D. 

      Basic Limited - 1 Transunion report

  • 20. 
    80% of credit reports in the U.S have mistakes according to
    • A. 

      SNN

    • B. 

      CNN

    • C. 

      ABC

    • D. 

      BBC

  • 21. 
    What credit membership offers the reward program?
    • A. 

      Basic only

    • B. 

      Basic Limited, Premium, Ultimate, MyRentToOwn.com

    • C. 

      Basic Limited, Premium, Ultimate

    • D. 

      All of the above

  • 22. 
    Customers go through 3 steps in order to enroll: Personal Info - SS/Debit Card/CC  & Manual Authentication questions
    • A. 

      True

    • B. 

      False

  • 23. 
    If customer does not pass the 3 attempts to manually authenticate the account, the account is blocked from receiving any credit monitoring product for
    • A. 

      9 days

    • B. 

      9 weeks

    • C. 

      90 days

    • D. 

      9 months

  • 24. 
    How many grocery coupons do customer get to manually select weekly & monthly
    • A. 

      27 coupons a week, 108 a month

    • B. 

      29 coupons a week, 118 a month

    • C. 

      27 coupons biweekly, 108 a month

    • D. 

      27 coupons weekly, 180 a month

  • 25. 
    Grocery coupons will get shipped by the following carrier:
    • A. 

      USPP

    • B. 

      USPC

    • C. 

      USPS

    • D. 

      UPS

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