Quiz 3

True or False: If a customer accepts any type of vehicle, it IS considered a Reservation Failure. 

• 
  True

• False  

A customer calls in with a rental agreement number that is OLDER than 6 months.  Which Watson screen do Customer Service agents use to locate that rental agreement?

• xVR  

• Customer Landing Page

• RA Archive / RA Reload

• Search

A customer checked out a rental with a full tank of fuel and returned it with a half tank of fuel.  Which gas codes will be seen in the Pickup Gas and Dropoff Gas boxes on the Display RA (203/806) Screen?

• G8 and 0  

• G8 and fuel charge for half tank

• P8 and 0

• P8 and fuel charge for half tank

Which of the following issues would be considered a MAJOR Vehicle Mechanical Issue? [Select ALL the answers That APPLY]

• Engine stalls

• Horn won't work

• Keyless Remote Entry won't work

• Tire is bald

What two probing questions should a Customer Service agent ask to help identify a ticket charge for a customer? [Check all that Apply]

• 
  "What is in the reference line of your credit card next to the charge?"

• "Why were you speeding?"

• "Did you receive any citations or tickets while you were in the rental?

• Why didn't you check the ATS website before calling Avis?" 

Which MINOR items will customers be reimbursed for if the items are purchased during the rental? [Select ALL the answers That APPLY]:

• Windshield Wiper Fluid

• Oil Change

• Replacement Tire

• Windshield Wipers

True or False: We will reimburse customers for any vehicle mechanical issues, such as a flat tire or an oil change. 

• True  

• False

A customer calls in complaining that the XMRadio he purchased only worked for 3 of his 5 day rental.  Which Reason Code is used to create this customer's Case Detail?

• 121

• 025

• 124

• 128

Where would you direct a customer who had a toll charge in Montreal, Canada?

• [e-mail]

• [e-mail]

• [e-mail]

• [e-mail]

Identify the two questions you MUST ask before closing out the rental on a Delayed Check-In Issue. [Select the 2 the answers That APPLY]

• What location, date and time did you return the vehicle?
  When did you pick up the car? (Date and Time)

• What location did you return the car?

• 
  Why didn't you call us to tell us you were returning the car early? 

• Did you return the vehicle full of fuel?