Week #1 *Wink Wink, Nudge Nudge* Review
Quiz by Jenn Bridgman
Feel free to use or edit a copy
includes Teacher and Student dashboards
Measure skillsfrom any curriculum
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from any curriculum
Tag the questions with any skills you have. Your dashboard will track each student's mastery of each skill.
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15 questions
Show answers
- Q1A _________ card balance is payable in full when the statement is received and can not be rolled over from one period to the nextChargeCreditCo-brandLending30s
- Q2What is the annual fee that Platinum Consumer Card members pay?$250.00$400.00$550.00$500.0030s
- Q3What does the term TPA mean?Travel Planning AgentTicket Purchase AgreementTicket Processing AgreementTravel Protection Assurance30s
- Q4What does RTF stand for?Request To ForwardRetail Travel FareReward Travel FulfillmentRecommend To a Friend30s
- Q5The Outbound Call Disclosure does not need to be stated when Card Members are calling into Concierge.TrueFalse30s
- Q6From the following list, the service that Concierge does NOT provide to our Card Members is:Pet CareDining SuggestionsHard to find itemsChild & Elder Care30s
- Q7If we do not set proper expectations with the Customer when completing Dining or Tickets requests, what is the risk to the business?All of theseLoss of BusinessPoor VoCM scoresLow RTF30s
- Q8The date and time when you are sending the results to a Card Member is called?The Promise DateThe Pending DateThe ETA (Estimated Time of Arrival)The ETA (Estimated Time of Arrival)30s
- Q9When 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).FalseTrue30s
- Q10This system is used as a knowledge source for American Express products, policies, procedures and contains detailed information on features and benefits.My LearningThe SquareRight NowECCO30s
- Q11You 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
- Q12Setting the promise date is part of which call flow step?ProbeDialogueCloseOpen30s
- Q13Which of the following "Gold" Cards receive Concierge Services?Rewards Gold PlusCorporate GoldCenturion Gold30s
- Q14Morgan Stanley, Goldman Sachs and Mercedes-Benz Platinum Cards are considered what Card type?Small Business CardsCredit CardsCorporate CardsConsumer (Personal) Cards30s
- Q15How many Kardashian Sisters are there?53210+30s