Review Activity

________ Refers to delivering a premium servicing experience, globally. Also, this ensures CMs feel valued, understood and respected. With this, we exceed CM expectations every time they interaction - via phone, email, or chat.

Answer explanation

Membership First is delivering a premium servicing experience globally. It is ensuring CMs feel valued, understood, and respected. It is exceeding CM expectations, every time they interact with us - via phone, email, or chat.

Which does not refer to Discover Pillar?

• We recognize loyalty and preferences.

• We propose with confidence by making recommendations that really match the CM's needs.

• We listen actively.

• We consult with purpose by asking great questions.

What are the 3 pillars of membership first?

What is located directly above the at a Glance tile on the CM's Opus dashboard (i.e., Change flights on upcoming trip - Upcoming Trip - ECIKWT)?

Answer explanation

The Customer Intent section is located directly above the At a Glance tiles on the Card Member's OPUS dashboard.

The Customer Intent displays the reason for the Card Member's call. It will show you the PNR associated with the call if applicable. Example: Change flights on upcoming trip - Upcoming Trip - ECIKWT.

Which of the following CM's categories based on CM spend that refers to those who have high TLS spend and frequently book travel with Travel & Lifestyle Services with significant travel spend?

• Current

• Lapsed

• Never

• Loyalist

Answer explanation

'Loyalist' frequently books travel with Travel & Lifestyles Services and has significant travel spend.

A 'Current' Card Member has booked travel with us recently but not that frequently, for example, maybe just once in the past year.

A ‘Lapsed’ Card Member has booked with Travel & Lifestyle Services but not for some time.

A ‘Never’ holds an Amex Card but has never booked with us.

Which of the following is a FALSE statement?

• Membership Reward Points do not expire but maybe forfeited because the card needs to be active and current (in good standing)

• There is a limit on the total number of points a CM can earn.

• CM enrolled in the individual MR program earn points for all eligible purchases and redeem them towards many redemption option.

• MR points are our way of saying "thank you" every time the CM spends on their card.

Which of the following refers to the points given back to CMs when they use points to pay for all or part of their eligible travel?

• AMEX EveryDay Extra Points

• Point Transfer Bonuses

• Pay with Points Redemption Bonus

• Promotional Bonus Offers

Answer explanation

Select the tier for the Card Product on the photo.

• First

• MR Basic

• Express

Select the tier for this card product.

• First

• MR Basic

• Express

Select the tier for this card.

• FIRST

• MR BASIC

• EXPRESS