Pentius Pop Quiz 9.20
(95).webp "Pentius Pop Quiz 9.20 - Quiz")
- 1.
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
Correct Answer
C. Payment Details PageExplanation
The correct answer is Payment Details Page. This page in an account displays the onscreen "refund status" information. It provides details about the payment made and includes information about any refunds that have been processed. The Payment Details Page is where users can view the status of their refunds and track any updates or changes.Rate this question:
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- 2.
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
Correct Answer
C. 90 daysExplanation
If a customer fails to pass the 3 attempts to manually authenticate their account, their account will be blocked from receiving any credit monitoring product for 90 days. This means that for a period of 90 days, the customer will not be able to access or receive any credit monitoring services or products.Rate this question:
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- 3.
Long distance calling is valid in 48 states, Puerto rico, canada, US virgin islands & Guam
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
False. The statement is incorrect because long distance calling is valid not only in the 48 states, Puerto Rico, Canada, US Virgin Islands, and Guam, but also in other countries around the world.Rate this question:
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- 4.
Customers are able to receive TWO magazine subscriptions.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
Customers are not able to receive two magazine subscriptions. This means that the statement "Customers are able to receive TWO magazine subscriptions" is incorrect. Therefore, the correct answer is False.Rate this question:
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- 5.
How many refund rebuttals are you able to use?
- A.
3
- B.
5
- C.
6
- D.
We do not give refunds at all
Correct Answer
A. 3Explanation
You are able to use 3 refund rebuttals.Rate this question:
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- 6.
What are amusement parks we give discounts in?
- A.
Legoland, Sesame Street , Cedar Creek, Parque de Diversiones
- B.
Cedar Creek, Aquatica, Universal Studios, Eight Flags
- C.
Cedar Point, Aquaplanet, Disney, Bushy Gardens, Disney
- D.
Cedar Point, Lego Land, Hershey Park, Sesame Place
Correct Answer
D. Cedar Point, Lego Land, Hershey Park, Sesame PlaceExplanation
The amusement parks that offer discounts are Cedar Point, Lego Land, Hershey Park, and Sesame Place.Rate this question:
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- 7.
What are three movie theatres customers get discounts in?
- A.
AMC, Cinemark, Century
- B.
AMC, Showtime, HBO
- C.
AMC, Cinemark, Cinepolies
- D.
Bowtie, Regal, Showbox
Correct Answer
A. AMC, Cinemark, CenturyExplanation
Customers can get discounts in three movie theatres: AMC, Cinemark, and Century.Rate this question:
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- 8.
What are 4 hotels customers can get discounts in?
- A.
TRYP, Days Inn, Super 8, Travel Lodge
- B.
Crown Plaze. TRYP, Wyndham Lodge, Knights Inn
- C.
Super Eight, Travel Inn, Days Lodge, TRIP
- D.
Days Inn, Trippy, Super Ocho, Holiday Inn
Correct Answer
A. TRYP, Days Inn, Super 8, Travel LodgeExplanation
The correct answer is TRYP, Days Inn, Super 8, Travel Lodge. These are the four hotels where customers can get discounts.Rate this question:
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- 9.
Up to how many months are we able to refund?
- A.
120 Days - 4 Months
- B.
90 Days / 3 Months
- C.
No Limit
- D.
30 Days / 1 Months
Correct Answer
B. 90 Days / 3 MonthsExplanation
The correct answer is 90 Days / 3 Months. This means that we are able to refund for a period of up to 90 days or 3 months.Rate this question:
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- 10.
Is the following rebuttal correct: "May I place you on a brief hold for 2 minutes while...I research your account''
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The given rebuttal is incorrect. The statement "May I place you on a brief hold for 2 minutes while I research your account" is a polite and professional way to ask for permission to put the caller on hold. Therefore, the correct answer is False.Rate this question:
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- 11.
The roadside assistance fuel covers:
- A.
Up 2 gallons
- B.
Up 4 gallons
- C.
Up 5 gallons
- D.
Up 10 gallons
Correct Answer
A. Up 2 gallonsExplanation
The roadside assistance fuel covers up to 2 gallons. This means that if a vehicle runs out of fuel, the roadside assistance service will provide up to 2 gallons of fuel to help the driver reach the nearest gas station or their destination.Rate this question:
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- 12.
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:
- A.
Account Locating
- B.
Account Verification
- C.
Account Protection
- D.
Survey
Correct Answer
B. Account VerificationExplanation
The given script belongs to the "Account Verification" section of the call flow because it states that in order to access the account, the representative needs to verify 2 pieces of information. This indicates that the purpose of this part of the call is to confirm the identity of the customer and ensure the security of their personal information.Rate this question:
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- 13.
Which is not one of our websites?
- A.
Creditkarma.com
- B.
Myscore.com
- C.
Freester.com
- D.
Procredit.com
Correct Answer
A. Creditkarma.comExplanation
The website "creditkarma.com" is not one of our websites.Rate this question:
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- 14.
On the account verification screen, the system will generate three questions regarding different pieces of information:
- A.
email, zip code, last 4 digits of billed CC.
- B.
email, zip code, last name
- C.
Street address, merchant ID, full card number
- D.
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 as it provides a good level of security. The email ensures that the user is accessing their own account, the zip code helps confirm their location, and the last 4 digits of the billed credit card provide an additional layer of authentication.Rate this question:
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- 15.
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
- A.
Survey
- B.
Additional Question Section
- C.
Account Verification
- D.
Customer Satisfaction Deparment
Correct Answer
A. SurveyExplanation
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 that will be conducted.Rate this question:
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- 16.
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
- A.
Ghost Calls
- B.
Phantom Recording
- C.
Call backs
- D.
Surveys
Correct Answer
A. Ghost CallsExplanation
The script mentions that the customer is unable to be heard at the moment and is asked to call back. This indicates that the topic being discussed is related to "Ghost Calls", which refers to instances where a call is received but there is no one on the other end or the call gets disconnected.Rate this question:
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- 17.
In order to view if customer saw credit report, what tab should you click on the system portal?
- A.
Report View Tab
- B.
View Report Tab
- C.
Product Usage Tab
- D.
Reports & more Tab
Correct Answer
C. Product Usage TabExplanation
The Product Usage Tab is the correct option to view if a customer saw a credit report. This tab is likely to provide information about the customer's usage of various products and services, including credit reports. It would allow the user to track and monitor the customer's activities related to credit reports, providing valuable insights into their interactions with the system. The other options, such as Report View Tab and View Report Tab, may be related to generating or viewing reports but may not specifically indicate if the customer saw a credit report. The Reports & more Tab is a generic option that does not specifically pertain to credit reports or customer interactions.Rate this question:
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- 18.
In order to view if customer received credit alerts, what tab should you click on the system portal?
- A.
Credit Alert Tab
- B.
Customer Communications Tab
- C.
Alerts & more
- D.
Alert Zone
Correct Answer
B. Customer Communications TabExplanation
To view if the customer received credit alerts, you should click on the "Customer Communications Tab" in the system portal. This tab likely contains all the communication records between the company and the customer, including any credit alerts that were sent. The other options, such as "Credit Alert Tab," "Alerts & more," and "Alert Zone," do not specifically mention customer communications and may not provide the necessary information regarding credit alerts.Rate this question:
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- 19.
If a customer asks where are we located, where do we find the address?
- A.
Below company information in Account Summary
- B.
Inside Email's
- C.
Under Payment Details
- D.
Address Tab
Correct Answer
A. Below company information in Account SummaryExplanation
The correct answer is "Below company information in Account Summary." This is because the customer can find the address by looking at the company information provided in the Account Summary section.Rate this question:
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- 20.
If customer has errors on report, what are the two best benefits that will tailor the customer?
- A.
World Class Dispute Center & 24/7 Credit Monitoring Alerts
- B.
ID Protection & ID Restoration
- C.
World Class Dispute center & Fraud Resolution
- D.
World Class Dispute Center & Rewards
Correct Answer
A. World Class Dispute Center & 24/7 Credit Monitoring AlertsExplanation
The two best benefits that will tailor the customer are the World Class Dispute Center and 24/7 Credit Monitoring Alerts. These benefits will help the customer in resolving any errors on their report through the dispute center and also provide continuous monitoring of their credit to ensure any suspicious activities are detected and reported promptly.Rate this question:
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- 21.
Accounts must be verified within the first _ minutes of a call.
- A.
15 seconds
- B.
5 minutes
- C.
2 minutes
- D.
9 minutes
Correct Answer
C. 2 minutesExplanation
Accounts must be verified within the first 2 minutes of a call. This time frame allows for a reasonable amount of time for the verification process to take place, ensuring that the account is authenticated in a timely manner. Waiting longer than 2 minutes may lead to delays in accessing the account or potential security risks if the verification process is not completed promptly.Rate this question:
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- 22.
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 belongs to what section of the call flow
- A.
Greeting
- B.
Survey
- C.
Account verification & security statement
- D.
Locating an account
Correct Answer
C. Account verification & security statementExplanation
The given script belongs to the "Account verification & security statement" section of the call flow. This is evident from the statement itself, which mentions the need to verify 2 pieces of information in order to access the account. This step is crucial for ensuring the security of the customer's personal information, which aligns with the purpose of the account verification and security statement section.Rate this question:
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- 23.
If the last thing you heard or the last statement understood from the member was a cancellation request/fee question or refund inquiry, proceed to cancel the subscription and notate accordingly
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
If the last thing you heard or understood from the member was a cancellation request or a question about cancellation fees or a refund inquiry, then it is advised to proceed with canceling the subscription and make a note about it. This implies that if a member expresses any intention to cancel their subscription or asks about refund policies, it is important to take action accordingly and document the interaction appropriately. Therefore, the statement is true.Rate this question:
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- 24.
Read the following script: “I am sorry you were not satisfied with our product, but unfortunately I am not able to issue a refund for the service since it was used beyond the free trial period. You did elect to purchase the additional service and agreed to the charge at the time of sign up” This belongs to what section of the call flow
- A.
Refund Rebuttal
- B.
Refund Confirmation
- C.
Refund Recap
- D.
Refiund Review
Correct Answer
A. Refund RebuttalExplanation
The given script belongs to the Refund Rebuttal section of the call flow because it is a response to a customer's request for a refund. The representative explains that they are unable to issue a refund because the service was used beyond the free trial period and the customer agreed to the charge at the time of sign up. This rebuttal is aimed at addressing the customer's dissatisfaction and justifying the company's position on the refund.Rate this question:
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- 25.
If agents get an account in which they are unable to note, perform an action on, cancel or refund due a technical issue. Agent must use
- A.
Issues with Dialer box
- B.
Logic
- C.
Dialer Difficulty Ticket
- D.
Dialer is going crazy form!
Correct Answer
A. Issues with Dialer boxExplanation
The correct answer is "Issues with Dialer box". This option is the most logical choice because it directly addresses the problem mentioned in the question, which is agents being unable to note, perform an action on, cancel, or refund due to a technical issue. The other options, such as "Logic" and "Dialer Difficulty Ticket," do not specifically relate to the issue of the dialer box malfunctioning. The phrase "Dialer is going crazy form!" is not a valid option as it does not make sense in the context of the question.Rate this question:
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Current Version
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Nov 29, 2023Quiz Edited by
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Aug 09, 2017Quiz Created by
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