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Week #1 *Wink Wink, Nudge Nudge* Review

Quiz by Jenn Bridgman

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15 questions
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  • Q1
    A _________ card balance is payable in full when the statement is received and can not be rolled over from one period to the next
    Charge
    Credit
    Co-brand
    Lending
    30s
  • Q2
    What is the annual fee that Platinum Consumer Card members pay?
    $250.00
    $400.00
    $550.00
    $500.00
    30s
  • Q3
    What does the term TPA mean?
    Travel Planning Agent
    Ticket Purchase Agreement
    Ticket Processing Agreement
    Travel Protection Assurance
    30s
  • Q4
    What does RTF stand for?
    Request To Forward
    Retail Travel Fare
    Reward Travel Fulfillment
    Recommend To a Friend
    30s
  • Q5
    The Outbound Call Disclosure does not need to be stated when Card Members are calling into Concierge.
    True
    False
    30s
  • Q6
    From the following list, the service that Concierge does NOT provide to our Card Members is:
    Pet Care
    Dining Suggestions
    Hard to find items
    Child & Elder Care
    30s
  • Q7
    If we do not set proper expectations with the Customer when completing Dining or Tickets requests, what is the risk to the business?
    All of these
    Loss of Business
    Poor VoCM scores
    Low RTF
    30s
  • Q8
    The date and time when you are sending the results to a Card Member is called?
    The Promise Date
    The Pending Date
    The ETA (Estimated Time of Arrival)
    The ETA (Estimated Time of Arrival)
    30s
  • Q9
    When helping a Card Member find a unique gift, Concierge CCPs are permitted to search, bid and make a purchase using an online auction website (e.g. eBay).
    False
    True
    30s
  • Q10
    This system is used as a knowledge source for American Express products, policies, procedures and contains detailed information on features and benefits.
    My Learning
    The Square
    Right Now
    ECCO
    30s
  • Q11
    You are speaking with an AMC (Account Manager - Concierge). They request to add another AMC to the account. Is this permitted?
    Yes, since they have full access to the account.
    No, only Basic CM's can add Account Managers to the card.
    30s
  • Q12
    Setting the promise date is part of which call flow step?
    Probe
    Dialogue
    Close
    Open
    30s
  • Q13
    Which of the following "Gold" Cards receive Concierge Services?
    Rewards Gold Plus
    Corporate Gold
    Centurion Gold
    30s
  • Q14
    Morgan Stanley, Goldman Sachs and Mercedes-Benz Platinum Cards are considered what Card type?
    Small Business Cards
    Credit Cards
    Corporate Cards
    Consumer (Personal) Cards
    30s
  • Q15
    How many Kardashian Sisters are there?
    5
    3
    2
    10+
    30s

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