NEW
Font size
S
M
L
XL
WorksheetsAll Star Product Engagement: September
Total questions: 10
Worksheet time: 8mins
Name
Class
Date
1.
Onset of the call, the customer advised the associate that he wants a credit card to help him rebuild his credit. He got approved for the Platinum Mastercard, but does not have an e-mail address. Which feature should we highlight to the customer?
a)
Credit Steps
b)
Due date change
c)
Online Alerts
2.
Ms. Baker expressed hesitation when providing her SSN while filling out the application. She also did not provide her e-mail address since she is uncomfortable doing financial transactions online. What card feature should we leverage on?
a)
24/7 Customer Service Hotline
b)
Online Alerts
c)
Chip Card
3.
The customer frequently travels and she wants to make sure that she can dispute the charges on her credit card account while she's on the go. Choose the best option for the caller:
a)
Call the 24/7 Customer Service Hotline
b)
Chat with an agent Online
c)
File a dispute at CapitalOne.com
4.
Mr. Sanders is very particular of his spending patterns and wants to make sure that Capital One will decline amounts that would go over his credit limit? Choose the best option for the caller:
a)
Set a spend limit for the card
b)
Set over-limit preferences online
c)
Choose both
5.
Ms. Pope is a business owner who has a limited number of employees. She applied for the Spark Miles Card to earn miles on her frequent business trips. How should we position product engagement on this situation?
a)
Once you receive your card, just download the Capital One mobile application to help you manage your account while you’re on the go!
b)
This card is enabled with the Chip technology and because of this we can more confidently approve purchases you make wherever you are so you don't have to tell us when you're traveling.
c)
I'm glad to know that you are planning to bring this card on your next trip, you can always contact our international toll free number if you need assistance with your account
6.
The customer already has multiple credit cards and applied for the Quicksilver Card after watching the new Samuel Jackson commercials that came out. Which benefit should we highlight to the customer?
a)
Savings they can get from the cashback rewards
b)
No rotating categories
c)
Rewards can be used as an account credit
7.
The customer's son is one of the authorized users on the card. She wants to be notified when the charge goes over $150. Which is the best option to offer?
a)
Set a spend limit
b)
Decrease the credit line
c)
Set-up Alerts for Transactions
8.
Mr. Jones almost missed the Secured Deposit deadline because he is usually at work on PCO’s operating hours and he does not have a computer. Which feature should we leverage on this call?
a)
24/7 Customer service hotline
b)
Option to add an Account Manager
c)
Option to add an authorized user
9.
The customer recently got approved and is eager to see his card terms. What resolution should we provide to the caller?
a)
Advise that the card terms will arrive along with the Welcome Kit
b)
Advise the caller to register his account online when he receives the card
c)
Choose both
10.
Mr. Atkinson advised the associate that he is a retired military officer and the income he provided is from his pension. Which feature should we highlight?
a)
Due date change
b)
Credit Steps
c)
No annual fee
Reset
