Pentius Final Test 9.21

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1/64 Questions

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
- True
- False

About This Quiz

Pentius Final Test 9.21 assesses knowledge on membership services including credit monitoring, fraud support, and call management. It evaluates understanding of service terms, member authentication, and operational protocols relevant to customer service roles.

Quiz Preview

2.

In an account, what page shows the onscreen "refund status" information? (refund inquiry)
- Refund Log / Detail Page
- Refund Check Up Page
- Payment Details Page
- Refund Archive Page
Correct Answer

A. Payment Details Page

Explanation

The Payment Details Page in an account shows the onscreen "refund status" information.

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3.

Identity theft is the #1 CRIME in the U.S according to US Department of Identity
- True
- False
Correct Answer

A. False

Explanation

Identity theft is not the #1 crime in the U.S according to the US Department of Identity. The given statement is false.

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4.

80% of credit reports in the U.S have mistakes according to
- SNN
- CNN
- ABC
- BBC
Correct Answer

A. CNN

Explanation

According to CNN, 80% of credit reports in the U.S have mistakes.

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5.

How many grocery coupons do customer get to manually select weekly & monthly
- 27 coupons a week, 108 a month
- 29 coupons a week, 118 a month
- 27 coupons biweekly, 108 a month
- 27 coupons weekly, 180 a month
Correct Answer

A. 27 coupons a week, 108 a month

Explanation

Customers are able to manually select 27 grocery coupons per week and 108 coupons per month. This means that customers have the option to choose 27 coupons every week and a total of 108 coupons every month.

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6.

Grocery coupons will get shipped by the following carrier:
- USPP
- USPC
- USPS
- UPS
Correct Answer

A. USPS

Explanation

The correct answer is USPS because it is a well-known carrier that specializes in shipping services, including the delivery of groceries. USPS stands for the United States Postal Service, which is a government agency responsible for mail and package delivery within the United States. They have the infrastructure and resources to efficiently handle the shipping of grocery coupons to customers.

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7.

What does the ID protection consist of
- $9.95 - Internet surveillance monitoring, ID Restoration, Lost wallet assistance, SSN trace, ID Theft Insurance up to 1 million dollars,
- $9.95 - ID Restoration, Lost wallet assistance, ID Theft Insurance up to 1 million dollars,
- $9.95 - Internet surveillance monitoring, ID Restoration, Lost wallet assistance, SSN trace, ID Theft Insurance up to 2 million dollars (2% deductible)
- $9.99 - Internet surveillance monitoring, ID Restoration, Lost wallet assistance, SSN trace, ID Theft Insurance up to 1 thousand dollars,
Correct Answer

A. $9.95 - Internet surveillance monitoring, ID Restoration, Lost wallet assistance, SSN trace, ID Theft Insurance up to 1 million dollars,

Explanation

The ID protection consists of internet surveillance monitoring, ID restoration, lost wallet assistance, SSN trace, and ID theft insurance up to 1 million dollars. This package offers comprehensive protection against identity theft by monitoring online activities, assisting in restoring stolen identities, helping with lost wallets, tracing Social Security Numbers, and providing insurance coverage for financial losses up to 1 million dollars.

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8.

How many retention attempts are you able to offer?
- 2
- 1
- 3
- Ideally, 10
Correct Answer

A. 3

Explanation

The correct answer is 3. This suggests that the person is able to offer three retention attempts.

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9.

Long distance calling is valid in 48 states, Puerto rico, canada, US virgin islands & Guam
- True
- False
Correct Answer

A. False

Explanation

Long distance calling is not valid in all 48 states, Puerto Rico, Canada, US Virgin Islands, and Guam. The correct answer is False, indicating that long distance calling is not valid in all of these locations.

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10.

How many refund rebuttals are you able to use?
- 3
- 5
- 6
- We do not give refunds at all
Correct Answer

A. 3

Explanation

You are able to use 3 refund rebuttals.

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11.

What are amusement parks we give discounts in?
- Legoland, Sesame Street , Cedar Creek, Parque de Diversiones
- Cedar Creek, Aquatica, Universal Studios, Eight Flags
- Cedar Point, Aquaplanet, Disney, Bushy Gardens, Disney
- Cedar Point, Lego Land, Hershey Park, Sesame Place
Correct Answer

A. Cedar Point, Lego Land, Hershey Park, Sesame Place

Explanation

The amusement parks that offer discounts are Cedar Point, Lego Land, Hershey Park, and Sesame Place.

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12.

Up to how many months are we able to refund?
- 120 Days - 4 Months
- 90 Days / 3 Months
- No Limit
- 30 Days / 1 Months
Correct Answer

A. 90 Days / 3 Months

Explanation

The correct answer is 90 Days / 3 Months. This means that we are able to refund up to a maximum of 90 days or 3 months.

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13.

If customer threatens to contact the better business bureau, we must escalate this by pressing the _____ button.
- Red
- Blue
- Yellow
- "The Escalate this now'' button
Correct Answer

A. Blue

Explanation

The correct answer is blue because the question states that if a customer threatens to contact the better business bureau, we must escalate the situation. In many systems, the color blue is commonly associated with escalation or urgency. Therefore, pressing the blue button would be the appropriate action to take in this scenario.

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14.

Is the following rebuttal correct: "May I place you on a brief hold for 2 minutes while...I research your account''
- True
- False
Correct Answer

A. False

Explanation

The given rebuttal is incorrect because it suggests placing the person on hold for 2 minutes to research their account. However, the correct response would be to ask for permission before placing someone on hold, rather than assuming they are willing to wait for that specific amount of time.

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15.

The roadside assistance towing covers:
- Up to 5 miles, 6th mile is $5 dollars
- Up to 6 Miles, 7th mile is $6 dollars
- Up to 10 miles, 11th is $2 dollars
- Up to 3 Miles, 4th mile is $4 dollars
Correct Answer

A. Up to 5 miles, 6th mile is $5 dollars

Explanation

The roadside assistance towing covers up to 5 miles, and for every additional mile after the 5th mile, there is an additional charge of $5 dollars.

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16.

What is an important probing question if customer is getting a home loan?
- Can you even afford a home?
- Is this the first time you're applying for a home?
- Can you afford a home?
- Did you get your payday loan to qualify for your home?
Correct Answer

A. Is this the first time you're applying for a home?

Explanation

The question "Is this the first time you're applying for a home?" is an important probing question if a customer is getting a home loan because it helps the lender understand the customer's level of experience and knowledge in the home-buying process. If it is the customer's first time applying for a home, the lender may need to provide more guidance and support throughout the loan application process. On the other hand, if the customer has previous experience, the lender can assume that they are familiar with the process and may require less assistance.

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17.

Which is not one of our websites?
- Creditkarma.com
- Myscore.com
- Freester.com
- Procredit.com
Correct Answer

A. Creditkarma.com

Explanation

The website "creditkarma.com" is not one of our websites.

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18.

Read the following script: “At the end of this call, you will be transferred to a very short survey that just verifies all of your needs were met. We want to make certain there are no additional questions, so I would really appreciate it, if you could answer those four short questions, and my managers will review to make certain I satisfied all of your needs. Shouldn't take more than 10-15 seconds.” This belongs to what section of the call flow
- Survey
- Additional Question Section
- Account Verification
- Customer Satisfaction Deparment
Correct Answer

A. Survey

Explanation

The given script states that at the end of the call, the customer will be transferred to a short survey to verify if their needs were met. This indicates that the script belongs to the "Survey" section of the call flow, as it is specifically mentioning the survey and its purpose.

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19.

Read the following script: “Mr. /Mrs. Customer unfortunately I’m unable to hear you at this moment. If you can hear me please give us a call back, and we’ll be more than happy to assist you. Have a nice day!”. This is regarding what section of policies & procedures
- Ghost Calls
- Phantom Recording
- Call backs
- Surveys
Correct Answer

A. Ghost Calls

Explanation

The given script mentions that the speaker is unable to hear the customer at the moment. This indicates that the speaker is receiving ghost calls, which are calls that are received but no one is on the other end. The speaker asks the customer to call back if they can hear them, implying that they suspect it might be a ghost call. Therefore, the script is regarding the section of policies and procedures related to ghost calls.

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20.

The higher the score. ____________
- The lower the interest rates
- The more errors inside
- The better the report is
- The higher the risk
Correct Answer

A. The lower the interest rates

Explanation

As the score increases, it indicates a better performance or creditworthiness of an individual or entity. This higher score signifies a lower risk of defaulting on loans or payments, which in turn leads to lower interest rates. Lenders are more willing to offer favorable interest rates to borrowers with higher scores as they are considered less risky. Therefore, the relationship between the score and interest rates is such that as the score increases, the interest rates decrease.

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21.

Once account has been accessed and rapport built, what must be identified first?
- Goals, needs, interest
- If customer has a similiar coverage
- If customer wants a free month
- If customer has done this before
Correct Answer

A. Goals, needs, interest

Explanation

In order to provide effective customer service, it is important to identify the goals, needs, and interests of the customer. This information allows the service provider to tailor their approach and offer relevant solutions that meet the specific requirements of the customer. By understanding the customer's goals, needs, and interests, the service provider can ensure a personalized and satisfactory experience for the customer.

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22.

What is one benefit that shows our superiority against Lexington Law Firm
- Our Credit Monitoring from all 3 bureaus
- We're not Lawyers
- ID theft for up to 10,000 dollars
- We have lost wallet assistance
Correct Answer

A. Our Credit Monitoring from all 3 bureaus

Explanation

One benefit that shows our superiority against Lexington Law Firm is our Credit Monitoring from all 3 bureaus. This means that we provide comprehensive monitoring of credit activities and reports from all three major credit bureaus, which allows us to detect any suspicious or unauthorized activities promptly. This level of monitoring sets us apart from Lexington Law Firm and demonstrates our commitment to ensuring the security and integrity of our clients' credit profiles.

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23.

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
- True
- False
Correct Answer

A. True

Explanation

Manual authentication is a process where customers are asked security questions to verify their identity. These questions can be related to their previous employment, mortgage lender, car loan company, etc. If the customer fails to answer these questions correctly, they will be denied access to their credit report. Therefore, the statement "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" is true.

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24.

All Agents should deny/rebuttal a caller's refund request 3x first, then they are allowed to issue the refund.
- True
- False
Correct Answer

A. True

Explanation

Agents should deny or rebut a caller's refund request three times before issuing the refund. This suggests that there is a protocol in place that requires agents to thoroughly investigate the request and attempt to resolve the issue before proceeding with a refund. By doing so, agents can ensure that the refund is justified and prevent any potential misuse or fraudulent claims.

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25.

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* ?
- YES! Because retention must be attempted *first* before cancelling an account
- No! If the request was heard before disconnection & Agent accessed account, agent is required to still cancel & note
- Maybe, It depends.
- Yes! They must call back.
Correct Answer

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

Explanation

If the consumer stated their wish to cancel their account before the call was disconnected and the agent had already accessed the account, the agent is required to still cancel the account and make a note of it. This means that the agent should not leave the account active even if they were unable to offer any retention options before the disconnection.

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26.

When is it 'okay' for an agent to advise a caller to 'contact their bank' or 'call back to cancel'?
- It is always okay. Anytime
- Generally Never
- August 2017
- It is only okay if customer is irate.
Correct Answer

A. Generally Never

Explanation

An agent should generally never advise a caller to "contact their bank" or "call back to cancel" because it is not their role to provide financial advice or make decisions on behalf of the caller. The agent's responsibility is to assist the caller with the specific issue or question they have, and if necessary, escalate the call to a supervisor or manager who can provide further guidance. Encouraging the caller to contact their bank or cancel without proper knowledge or authorization can lead to potential legal and financial consequences.

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27.

Every 2 seconds there is a victim of identity theft according to
- Javels Strategics & Company
- Juvenile Statistics & Ratios
- Javelin Strategy & Research
- Jabra Stats & Researchers
Correct Answer

A. Javelin Strategy & Research

Explanation

Javelin Strategy & Research is the correct answer because it is a well-known and reputable company that specializes in research and analysis of identity theft and fraud. Their reports and studies are widely recognized and trusted in the industry. Therefore, their statement that there is a victim of identity theft every 2 seconds carries weight and credibility.

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28.

What button must be clicked on if customer threats to contact his attorney
- BBB/FTC/AG
- Threat Button
- Attorney Escalation Form
- Attorney Emergency Box
Correct Answer

A. BBB/FTC/AG

Explanation

When a customer threatens to contact his attorney, the appropriate button to be clicked on is BBB/FTC/AG. This suggests that the customer wants to escalate the issue to the Better Business Bureau (BBB), the Federal Trade Commission (FTC), or the Attorney General (AG) for further assistance or resolution. By selecting this option, the customer's concern can be addressed by the relevant authorities or agencies.

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29.

What is the only package / membership that can be offered when customer blocks the attempts for manual authentication
- Basic Limited - The Manual Authentication special (Includes Dispute Center, Rewards, & Fraud Resolution)
- Basic Limited - Rewards only
- Basic Limited - World class dispute center
- Basic Limited - 1 Transunion report
Correct Answer

A. Basic Limited - Rewards only

Explanation

The Basic Limited - Rewards only package/membership is the only option that can be offered when a customer blocks attempts for manual authentication. This is because manual authentication typically involves verifying the customer's identity through personal information or documents, which the customer is not willing to provide. In this case, offering a package that focuses solely on rewards would be a suitable alternative that does not require manual authentication.

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30.

Customers go through 3 steps in order to enroll: Personal Info - SS/Debit Card/CC & Manual Authentication questions
- True
- False
Correct Answer

A. True

Explanation

The given statement is true. Customers are required to go through three steps in order to enroll. The first step involves providing personal information such as their social security number, debit card, or credit card details. The second step involves manual authentication questions, which are used to verify the customer's identity. These three steps ensure that the enrollment process is secure and that the customer's information is protected.

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31.

If customer does not pass the 3 attempts to manually authenticate the account, the account is blocked from receiving any credit monitoring product for
- 9 days
- 9 weeks
- 90 days
- 9 months
Correct Answer

A. 90 days

Explanation

If a customer fails to pass the 3 attempts to manually authenticate their account, the account will be blocked from receiving any credit monitoring product for a period of 90 days. This means that the customer will not be able to access or receive any credit monitoring services for a period of three months.

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32.

In order for a customer to receive the survey, you must
- Notate account, state survey & hang up
- Press Survey Button
- Transfer to the Survey Deparment
- Transfer to JQ or Manny
Correct Answer

A. Notate account, state survey & hang up

Explanation

The correct answer is "Notate account, state survey & hang up." This means that in order for a customer to receive the survey, the representative must make a note on the customer's account, mention the survey, and then end the call. This suggests that the survey is automatically triggered when these actions are taken, and the customer will be contacted separately to participate in the survey.

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33.

The roadside assistance fuel covers:
- Up 2 gallons
- Up 4 gallons
- Up 5 gallons
- Up 10 gallons
Correct Answer

A. Up 2 gallons

Explanation

The roadside assistance fuel coverage includes providing up to 2 gallons of fuel to the stranded vehicle. This means that if a vehicle runs out of fuel, the roadside assistance service will deliver and fill the tank with a maximum of 2 gallons of fuel to help the driver reach the nearest gas station or their intended destination.

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34.

Roadside Assistance covers:
- Vehicle Towing – up to $100.00/ claim, Vehicle Winching, Vehicle Jump Start, Vehicle Tire Change. Vehicle Fuel Delivery, Vehicle Lock Out
- Vehicle Lock Out
- Vehicle Towing
- Vehicle Winching
Correct Answer

A. Vehicle Towing – up to $100.00/ claim, Vehicle Winching, Vehicle Jump Start, Vehicle Tire Change. Vehicle Fuel Delivery, Vehicle Lock Out

Explanation

Roadside Assistance covers various services such as vehicle towing, winching, jump start, tire change, fuel delivery, and lockout assistance. These services are provided to help individuals in case of emergencies or breakdowns on the road. The coverage includes up to $100.00 per claim for vehicle towing.

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35.

Read the following script: “Our company takes pride in protecting our customer’s personal information and due to security, in order to access the account. I need to verify 2 pieces of information to access the account”. This script belongs to what section of the call flow:
- Account Locating
- Account Verification
- Account Protection
- Survey
Correct Answer

A. Account Verification

Explanation

The given script belongs to the "Account Verification" section of the call flow. It states that in order to access the account, the representative needs to verify 2 pieces of information. This step is crucial in confirming the identity of the customer and ensuring the security of their personal information.

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36.

If agents get an account in which they are unable to note, perform an action on, cancel or refund due to a technical difficulty, they must click on
- Report Issues with Dialer
- BBB
- Transfer to Tech Support
- Ticket Box
Correct Answer

A. Report Issues with Dialer

Explanation

If agents encounter a technical difficulty that prevents them from taking notes, performing an action, canceling or refunding, they should click on "Report Issues with Dialer." This option allows them to report the problem they are facing with the dialer system, enabling the technical support team to address and resolve the issue.

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37.

In order to view if customer saw credit report, what tab should you click on the system portal?
- Report View Tab
- View Report Tab
- Product Usage Tab
- Reports & more Tab
Correct Answer

A. Product Usage Tab

Explanation

The Product Usage Tab is the correct tab to click on in the system portal in order to view if a customer saw the credit report. This tab likely provides information on the customer's usage of the product, including whether they accessed and viewed their credit report. The other options, such as the Report View Tab, View Report Tab, and Reports & more Tab, may be related to generating or accessing reports but may not specifically indicate whether the customer saw their credit report.

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38.

In order to view if customer received credit alerts, what tab should you click on the system portal?
- Credit Alert Tab
- Customer Communications Tab
- Alerts & more
- Alert Zone
Correct Answer

A. Customer Communications Tab

Explanation

To view if a customer received credit alerts, you should click on the "Customer Communications Tab" in the system portal. This tab is likely to contain all the communication records between the company and the customer, including credit alerts. By accessing this tab, you can easily check if the customer has received any credit alerts and review the details of those alerts.

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39.

If customer has credit karma, what is a good benefit to state?
- We have all three reports & scores plus monitoring from all three plus a world class dispute center
- Karma always comes back. If you have creditkarma, you will have bad karma.
- Nothing, they have a better service
- Rewards
Correct Answer

A. We have all three reports & scores plus monitoring from all three plus a world class dispute center

Explanation

The correct answer is that the good benefit to state if a customer has credit karma is "We have all three reports & scores plus monitoring from all three plus a world class dispute center." This answer highlights the comprehensive services provided by credit karma, including access to credit reports and scores from all three major credit bureaus, monitoring services, and a dispute center to help resolve any credit-related issues.

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40.

What is the call cap for an Inactive/Cancelled Credit Membership / RTO account?
- 4 Minute - $0.10 x Minute
- 9 Minute - $0.60 x Minute
- 9 Minute - $0.40 x Minute
- 9 Minute - $3.60 x Minute
Correct Answer

A. 4 Minute - $0.10 x Minute

Explanation

The call cap for an Inactive/Cancelled Credit Membership / RTO account is 4 minutes with a rate of $0.10 per minute.

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41.

What is the total call compensation for non-member calls and how quick should you wrap up these calls?
- 2 Minutes - $0.60 x Minute
- 3 Minute - $0.40 x Minute
- 2 Minute - $0.10 x Minute
- As quick as possible - $0.00
Correct Answer

A. As quick as possible - $0.00

Explanation

The correct answer is "As quick as possible - $0.00" because there is no compensation mentioned for non-member calls that are wrapped up quickly. This means that there is no payment for these calls, regardless of the duration. The compensation only applies to calls that last for a specific duration, but for non-member calls, the goal is to end them as quickly as possible without any payment.

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42.

How many days does a credit bureau have to respond back to a dispute?
- 30 - 40 days
- 14 - 24 days
- 3 - 5 business
- 90 days
Correct Answer

A. 30 - 40 days

Explanation

A credit bureau has 30-40 days to respond back to a dispute. During this time, they review the dispute and investigate the accuracy of the information in question. This timeframe allows them to gather any necessary documentation and communicate with the relevant parties involved. It is important for the credit bureau to have sufficient time to conduct a thorough investigation and provide a timely response to the consumer.

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43.

How much does the ID protection upgrade cost?
- 24.95
- 12.95
- 9.95
- 6.95
Correct Answer

A. 9.95

Explanation

The ID protection upgrade costs 9.95.

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44.

What are three movie theatres customers get discounts in?
- AMC, Cinemark, Century
- AMC, Showtime, HBO
- AMC, Cinemark, Cinepolies
- Bowtie, Regal, Showtime
Correct Answer

A. AMC, Cinemark, Century

Explanation

Customers can get discounts in three movie theatres: AMC, Cinemark, and Century.

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45.

What are 4 hotels customers can get discounts in?
- TRYP, Days Inn, Super 8, Travel Lodge
- Crown Plaze. TRYP, Wyndham Lodge, Knights Inn
- Super Eight, Travel Inn, Days Lodge, TRIP
- Days Inn, Trippy, Super Ocho, Holiday Inn
Correct Answer

A. TRYP, Days Inn, Super 8, Travel Lodge

Explanation

The correct answer is TRYP, Days Inn, Super 8, Travel Lodge. These are the four hotels where customers can get discounts.

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46.

If the customer has two products in one account, you must mention the price and billing date for both. If you do not do this, this is considered a CANCEL AVOIDANCE.
- True
- False
Correct Answer

A. True

Explanation

If a customer has two products in one account and the price and billing date for both products are not mentioned, it is considered a cancel avoidance. This means that if the customer does not receive the necessary information about the price and billing date for both products, they may cancel one or both of the products. Therefore, it is important to mention the price and billing date for both products to avoid cancellations.

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47.

RTO trial cost
- $1
- $1.95
- $1.50
- $0.99
Correct Answer

A. $1.95

Explanation

The given options represent different costs for a trial at an RTO (Registered Training Organization). The correct answer is $1.95, which indicates that this is the cost for the trial.

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48.

On the account verification screen, the system will generate two questions regarding different pieces of information:
- email, zip code, last 4 digits of billed CC.
- email, zip code, full card number
- Street address, merchant ID, full card number
- last 4 digits of billed CC, membership ID, website name
Correct Answer

A. email, zip code, last 4 digits of billed CC.

Explanation

The correct answer is email, zip code, last 4 digits of billed CC. This combination of information is commonly used for account verification purposes as it includes personal identification (email), location information (zip code), and a unique identifier for the credit card (last 4 digits of billed CC). This combination helps to ensure that the person verifying the account is the rightful owner and has access to the necessary information.

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49.

If a customer asks where are we located, where do we find the address?
- Below company information in Account Summary
- Inside Email's
- Under Payment Details
- Address Tab
Correct Answer

A. Below company information in Account Summary

Explanation

The correct answer is "Below company information in Account Summary" because the Account Summary section typically provides an overview of the customer's account details, including important information such as the company's address. Therefore, if a customer wants to know where the company is located, they should look for this information in the Account Summary section, specifically below the company information.

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Aug 04, 2017

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Pentius Final Test 9.21

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

Quiz Preview

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

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

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

How many grocery coupons do customer get to manually select weekly & monthly

Grocery coupons will get shipped by the following carrier:

What does the ID protection consist of

How many retention attempts are you able to offer?

Long distance calling is valid in 48 states, Puerto rico, canada, US virgin islands & Guam

How many refund rebuttals are you able to use?

What are amusement parks we give discounts in?

Up to how many months are we able to refund?

If customer threatens to contact the better business bureau, we must escalate this by pressing the _____ button.

Is the following rebuttal correct: "May I place you on a brief hold for 2 minutes while...I research your account''

The roadside assistance towing covers:

What is an important probing question if customer is getting a home loan?

Which is not one of our websites?

Read the following script: “Mr. /Mrs. Customer unfortunately I’m unable to hear you at this moment. If you can hear me please give us a call back, and we’ll be more than happy to assist you. Have a nice day!”. This is regarding what section of policies & procedures

The higher the score. ____________

Once account has been accessed and rapport built, what must be identified first?

What is one benefit that shows our superiority against Lexington Law Firm

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

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* ?

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

Every 2 seconds there is a victim of identity theft according to

What button must be clicked on if customer threats to contact his attorney

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

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

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

In order for a customer to receive the survey, you must

The roadside assistance fuel covers:

Roadside Assistance covers:

Read the following script: “Our company takes pride in protecting our customer’s personal information and due to security, in order to access the account. I need to verify 2 pieces of information to access the account”. This script belongs to what section of the call flow:

If agents get an account in which they are unable to note, perform an action on, cancel or refund due to a technical difficulty, they must click on

In order to view if customer saw credit report, what tab should you click on the system portal?

In order to view if customer received credit alerts, what tab should you click on the system portal?

If customer has credit karma, what is a good benefit to state?

What is the call cap for an Inactive/Cancelled Credit Membership / RTO account?

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

How many days does a credit bureau have to respond back to a dispute?

How much does the ID protection upgrade cost?

What are three movie theatres customers get discounts in?

What are 4 hotels customers can get discounts in?

If the customer has two products in one account, you must mention the price and billing date for both. If you do not do this, this is considered a CANCEL AVOIDANCE.

RTO trial cost

On the account verification screen, the system will generate two questions regarding different pieces of information:

If a customer asks where are we located, where do we find the address?

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 ?