2023 - WC - 4th Knowledge Check

How can we refer to this customer over the phone? Select ALL the correct answers:

• Waymon

• Mr. Peterson

• Waymon Peterson

• Waymon T. Peterson

What can we tell this customer if he does not remember the e-mail stored into our system?

• It is the one from tutanota

• It is that one which starts with cloud

• Please confirm if it is the one that has cloudmountaindog

• Is it [e-mail]?

If the customer does not remember the address stored into our system, we can help him by disclosing some information. Please select ALL the parts of their address that we are allowed to disclose.

• City

• State

• Street

• Zip Code

Please choose the information we can ask the customer to provide:

• E-Mail Address

• Social Security Number

• Birthday

• Passport Number

The customer started to inform his credit card number but I did not get part of it. What should I do in this situation?

• I can inform the numbers I understood and ask him to confirm if they are correct.

• I can repeat the full number so that we can compare both of them.

• I can ask him to send a copy of his credit card by e-mail for us to store it for compliance reasons.

• I must ask him to repeat it to me and do not repeat it back in any circumstances.

Which of the following information can be repeated back to the customer?

• CVV

• Full Name

• Expiration Date

• Credit Card Number

Why do we position the cursor of the mouse over the credit card number field before asking the customer to inform the number to us?

• To mask the number and allow the system to record it for legal reasons.

• To make sure the call will record it in case of chargeback requests.

• To protect the customer against chargebacks.

• To mask the number and disable the recording for safety reasons.

Should we tell the customers that they are on a recorded line?

• Yes

• No

Can I process an order using a customer credit card details previously provided without him being on the line with me?

• Yes

• Only if the customer authorized me to do it before hanging up

• Only if the customer has already purchased other products with us in the past

• No

If the credit card is not in the customer´s name, we must contact the credit card´s holder to get his/her verbal permission before processing the order.

• Yes

• No