Missing
These are based on a member’s shopping habits and are refreshed every Thursday. They must be loaded before shopping.
Personalized Offers
(Swap Points)
The member can earn points, but they cannot redeem, transfer, or donate them.
Frozen Wallet
What checkbox do we have to tick when we have to reopen a case?
Case Reopened
is a record of every conversation andcommunication we have with our customers.
Cases
Eva lost her physical PCO card. She called into add a new physical PCO card to her PCO account that she had picked up from the store.
Adding a PC Optimum™ card to PC Optimum™ account
What is PCH and ACH?
Primary Cardholder (PCH)
Additional Cardholder (ACH)
(Double points if you can explain the difference between the 2)
This is the largest loyalty program in Canada operated by Loblaw Companies Limited (18M+)
PC Optimum
What is MOP?
(Extra points if you can provide a detailed explanation of MOP)
After you ask the member questions about their log in and account, agents need to confirm to the member the following information:
Reset their personal email password
Reset their PC Optimum™ password
Enabled two-factor authentication (2FA)
When you are working on a case, what case status should the case be in?
In Progress
Which tab in Salesforce we send email
Feed
(Double points if you can provide the steps in sending an email)
How can you help the member in adding a PCO card on his account?
Sending the steps on their email
How many people can join a household?
(1 primary + up to 4 additional cardholders on their account)
Redeeming Points is in _____ increments
10,000
Extra points if you can provide the minimum and maximum redemption
Offer not loaded
Card not swiped
Offer not qualified
How can the members see that they cannot redeem any points using their account.
When they scan their card or app at the point of sale (POS), they see a message to contact Member Support, or they could have received an email stating that the account was frozen.
(This point belongs to the other group)
What is the case status that we have to select when reassigning a case to a supervisor queue?
Escalated
(Extra points if you can provide the queue name of tier 2)
Which reason code in Salesforce case requires you to include the transaction date
Missing Points
Barb used to have a PC Financial Mastercard®, but she wasn’t using it and decided to close her account. A month later, she signed up for a new PC Financial MasterCard ®. On both cards, Barb is the primary cardholder. Barb wants to make sure that she collects points.
Merging PC Financial® accounts
To create a Household, the Primary Cardholder must.
Invite additional cardholders who are linked to their credit account.
PCO Members can earn points by:
Offers
This is a campaign is a new initiative that lets customers earn stamps when they shop at our banner stores.
Collect and Save
Provide the 3 Frozen reason codes
Suspected Compromise
High Confidence Fraud
Clear
(Extra Points if you can provide the process on how to deal with each reason codes)
To save time and maintain consistency, use the ____ to duplicate a case for the same customer. This creates a new Case Number while copying over the existing details, so you don’t need to re-enter all the information.
Clone
What reason code should you use if this is the scenario. "When the agent provides points using an offer in Salesforce. "
Satisfied Customer – Issued points using offer
Chris has been a loyal PC Optimum™ member for years. Just last week, Chris received their first, brand-new PC Financial® Mastercard® and he wants to make sure that Chris collect PC Optimum™ points when they use his PC Financial® Card.
Linking PC Financial® card to PC Optimum™ account
A person cannot create or join a Household if they:
Only have a PC Optimum™ account (no PC Financial® card).
Is not an additional cardholder on the primary cardholder’s PCF account.
How many new offers can members expect to see each week?
50 offers per week
When will the points in gift cards will be awarded to the member?
4 to 6 weeks after the offer
If the member does request the rationale, the phone agent must:
Reactivate the account
Transfer the case
Can be used to search for:
Salesforce Records (Cases, Customer Accounts or Contacts)
Knowledge Articles
Card numbers, Key Fob numbers, Phone numbers, PC ID, by entering the details into the search field.
Global Search
Anonymous cases limit what we can do:
No account access = limited resolution
No escalation or investigation
No history tracking
Only general guidance can be provided
True or False: Can we merge PCF to PCF accounts?
False
(Bonus points if you can provide the name of the queue that we need to transfer the case)
What are the eligibility to create a household:
Be a PC Financial® MasterCard® primary cardholder.
Have a digitally registered PC Optimum™ account.
Use the PC Financial® app to create a Household.
A ___ is a universal login that can be used for PC Optimum™ and to shop online at Joe Fresh®, Shoppers Drug Mart®, or PC Express™
PC ID
Extra points if you can provide the requirements in creating a PC ID
(Swap Points)