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WorksheetsKnowledge Check ! Batch 21 - Week 5
Total questions: 15
Worksheet time: 23mins
ACM with an existing Delta Platinum Card, wants to upgrade the additional card to a Delta Reserve . What is your next course of action?
Add ACM in CVP
Add ACM in GSP
Do a product change for the ACM in GSP
Reach out to coaches
Existing Gold Delta CM who recently acquired the card wants to upgrade to Delta Platinum. What is your next course of action?
Process Product Transfer in CVP
Process Product Change in GSP
Advise CM to wait for 12 months
Consult Apply By Phone
When the call comes in with dead air ( No account populated) , what is your next course of action ?
Hang up immediately.
Read out spiel " "I apologize, but I can't hear you. I will try to call you back." Allow 20 seconds for a caller to respond before going into AUX state and disconnecting ".
Inform the CM "I apologize, but I can't hear you. If you can hear me, please contact us at your earliest convenience".
Call back the number.
CM wants to upgrade her Gold Delta card to a Delta Reserve Card. Will there be a credit check on the account?
Yes
No
Consult CBU
Advice CM to contact their reporting agency
6. BCM wants to view the transactions of the ACM in MYCA. What is your next course of action?
Walk the BCM through the process of adding the ACM on MYCA
Inform the BCM that the accounts are automatically linked and when ACM makes a charge, bcm will be able to view the charge.
ransfer to DAP
Consult Vicky
To switch the AMEX Gold Card to a Rose Gold Card. You are required to process the change in CVP.
True
False
Gold Card Members can request to increase the credit limit via MYCA.
True
False
Details regarding the Welcome Bonus can be located in :
I) CVP Portal
II) GSP - Promotion Summary
III) Account Notes
IV) Point summary
I
I & II
I, II & III
All of the above
What are the fees associated with cash advance
I ) ATM Fee
II) Finance Charge
III) Cash Advance Fee
IV ) Enrollment Fee
I
I & II
I, II & III
All of the above
CM wants to check on the status of an application for a new card. What is your next course of action?
Gold Card Member called in to inquire on why the Spend Limit on his was reduced. What is your next course of action?
There is a discrepancy between the Total balance and the available credit limit. What should you check & What is your next course of action?
CM called in requesting for a letter showing the account balance to send to their mortgage company. What is your next course of action?
" I'm planning on a cruise sometime in December, hopefully this pandemic clears up by then ! "
From the response given, extend a lower APR offer to the CM using LFBB.
Link:
Feature:
Bridge:
Benefit:
CM called in requesting to waive off the late fee because CM did not receive the statement. What is your next course of action?
Waive off late fee after reviewing the account (Tenure/Previous Waivers,Card Usage)
Order a copy of the statement
Transfer to SRT
Reach out to coaches
