RICK Jeopardy

Spanish Offering

100

What happens if the Card Member asks a question halfway in Spanish, while CCP reads disclosure in English?

CCP to steer back to English as much as possible and remind the Card Member that in order to continue with the offer, conversation will need to continue in English. CCP to ask Card Member’s consent to continue in English, if not, drive to digital.

200

What happens if the Card Member says (in Spanish): I ´ m interested but why can’t you read me the information in Spanish? Can you translate it?

The reason is because all communications from now on will be in English and once you start the disclosures in English you cannot switch back to spanish

300

How much information can the CCP give in Spanish regarding the offer? Or How far down the offer path can a CCP go in Spanish before they need to
switch to English?  

No information after the inicial pitch in spanish. All disclosures to be provided in English and cannot be translated into Spanish. Once the call has switched to English, CCP should continue to
 communicate any information on the offer in English

Credit Bureaus

100

When Offering a promotional APR the card member is concerned about his credit report and asked "are you going to do a credit check?" What's the right answer

No, apr offers do not incure a credit check

200

While adding a Delta Blue Additional to an account via CVP, the CM asked, ' Are you going to pull my credit to do this?' Which of the following is the correct answer?
A. Yes
B. No
C. We will only pull the additional's credit
D. It is possible

D. It´s Possible

300

What happens with a proactive credit increase request, do we report it to the Credit Bureaus?

It's possible

We report their credit limit to the credit reporting agencies.

Acording to CHC 

Deceptive Practice

100

Which of the following are a deceptive practice ?
A. CCP quoting MR redemption and advised the CM "20,000 MR points providees a value of up to $200 in gift cards or travel."
B. CCP leveraged the 24 hr hold to get an accept by advising cm that he can send him an email and that CM has 24 hrs to accept it or not
C. CCP pitching an offer by telling a CM that starting tomorrow, your POT interest will be 0% and after 9 billing cycles, it will be back to 18.99%.

D. Making an offer to a Card Member calling in to report fraud in their account

A. and C.

200

A CCP obtains permission from the basic to speak to an account manager full about adding an additional to the account. The CCP reads the information verbatim and in full to the Acount Manager, then receives the final EIC from the BCM. Why is it a deceptive practice?

Basic Card members must always be present when we read the disclosures so they can be aware of what they are signing to

300

You offer the upgrade to the Delta Platinum which has an annual companion certificate and discounted lounge access witch you pitched as selling points. the CM say they looked at the upgrade and want to proceed. can you proceed past this benefit section while reading the disclosure?

No, you have to read that benefit disclosure verbatim since you brought it up as a selling point.