VCC PROCESS

The storage yard mentioned they accept CASH and COMPANY CHECK only. What are the three things you should do?

• Tick the boxes for cash and company check, but still do the CC attempt.

• Attempt to pay the storage yard with a VCC.

• Attempt to offer a convenience fee up to 10%.

• Tick the boxes for cash and company check.

The storage yard said yes to accepting Agero credit card and would like to receive it via email address. Which among the choices should you NOT do?

• Get the email address in the case recap and send VCC using that email address.

• Get the email address from the case recap and verify if it’s the updated one.

• Get the updated email address and look it up on the PU contact card.

• Get the updated email address and have the contact card updated with your supervisor’s help.

What additional information should be said to the storage yard/ service provider after sending the VCC?

• Get the email address in the case recap and send VCC using that email address.

• Get the email address from the case recap and verify if it’s the updated one.

• Remind them to send over a copy of the receipt and invoice at [e-mail].

• Get the updated email address and have the contact card updated with your supervisor’s help.

Are Associates allowed to provide credit card information to the storage yard over the phone?

• NO, because they do not have access to the credit card information.

• YES, but only when the SY/ SP requested for it.

• YES, you may do so proactively.

• NO, only the supervisors can provide the credit card information.

Who can view the credit card transactions details of a specific case?

• any Associate that will be able to open the case in Dynamics

• the Agero Tier 1

• the Associate that retrieved the credit card request and his/ her supervisor

• only the supervisors and Tier 1

What three things could be done if change must be made to an existing credit card record?

• Seek supervisor’s assistance

• Cancel the record

• Issue an Add Pay amount

• Send another credit card to the SY/ SP

What would be a best response to a service provider asking for a 13% inconvenience fee?

• “To confirm, the total I got after your requested inconvenience fee is __.”

• “Would you be able to accept 10% inconvenience fee?”

• “Sure, let me process that for you?”

• “Who would you like to receive the VCC? Fax or email?”

For callbacks, you do NOT have to advise the SY/ SP to send over a copy of the receipt of the SP checklist scripting if it was already advised during the initial call.

• TRUE

• FALSE

The SY mentioned that the customer needs to sign the release documents and that the advance charge incurred by the vehicle it a total of $250. What would be the proper canned text based on the call?

• Got advanced charges

• Needs release

• Vehicle Not there

• None of the above

When do we issue the VCC for advance charges?

• After the call with the SY.

• After dispatching

• Any time within the call

• After the SY says YES to VCC