Knowledge Check ! Batch 21 - Week 5

ACM with an existing Delta Platinum Card, wants to upgrade the additional card to a Delta Reserve . What is your next course of action?

• Add ACM in CVP

• Add ACM in GSP

• Do a product change for the ACM in GSP

• Reach out to coaches

Existing Gold Delta CM who recently acquired the card wants to upgrade to Delta Platinum. What is your next course of action?

• Process Product Transfer in CVP

• Process Product Change in GSP

• Advise CM to wait for 12 months

• Consult Apply By Phone

When the call comes in with dead air ( No account populated) , what is your next course of action ?

• Hang up immediately.

• Read out spiel " "I apologize, but I can't hear you. I will try to call you back." Allow 20 seconds for a caller to respond before going into AUX state and disconnecting ".

• Inform the CM "I apologize, but I can't hear you. If you can hear me, please contact us at your earliest convenience".

• Call back the number.

CM wants to upgrade her Gold Delta card to a Delta Reserve Card. Will there be a credit check on the account?

• Yes

• No

• Consult CBU

• Advice CM to contact their reporting agency

6. BCM wants to view the transactions of the ACM in MYCA. What is your next course of action?

• Walk the BCM through the process of adding the ACM on MYCA

• Inform the BCM that the accounts are automatically linked and when ACM makes a charge, bcm will be able to view the charge.

• ransfer to DAP

• Consult Vicky

To switch the AMEX Gold Card to a Rose Gold Card. You are required to process the change in CVP.

• True

• False

Gold Card Members can request to increase the credit limit via MYCA.

• True

• False

Details regarding the Welcome Bonus can be located in :

I) CVP Portal

II) GSP - Promotion Summary

III) Account Notes

IV) Point summary

• I

• I & II

• I, II & III

• All of the above

What are the fees associated with cash advance

I ) ATM Fee

II) Finance Charge

III) Cash Advance Fee

IV ) Enrollment Fee

• I

• I & II

• I, II & III

• All of the above

CM wants to check on the status of an application for a new card. What is your next course of action?