Main screen that houses rewards resdemption suite, Quick Hits and customer currency balance.
What is Program Information?
100
4 steps of rewards call flow.
What are greet and authenticate, determine the need, address the need and close the call?
100
Disclosure that may or may not be read to customer verbatim.
What is gift card terms and conditions?
100
3 reasons Capital One offers rewards products.
What are loyalty, encourage customer to use card, entice new customers, make money for Capital One?
100
3 No Hassle Products.
What are No Hassle Cash, No Hassle Points and No Hassle Miles?
200
MRN 00001 or MRN 00002
What is Perk Central availability?
200
Question that is asked between greeting and moving into discovering the customer need.
What is "Would you like to know how to earn rewards?"
200
ProphIT section that is on all ProphIT screens.
What is Blue Bar?
200
3 types of travel redemption.
What are airfaire, hotels, cruises, car rentals, travel packages or other travel related purchases?
200
Cash can be redeemed at these 3 times.
What is on demand, annually and when reached earning threshold? ($25, $50, $100 and $200)
300
Travel redemption tiers or 100 x multiplier listed here.
What is FAQ? (frequently asked questions)
300
3 parts of closing the call.
What are recap, additional questions and close & brand the call?
300
ProphIT tab that houses notes.
What is History Tab?
300
3 restricitions to redeeming rewards.
What are rewards have to post to account, open and good standing and points are forfeited if account is closed or in closing status?
300
5 items that an be redeemed for points.
What are travel, cash, credit, gift card (certificate) merchandise, experiential, charitable donations?
400
Maximum rewards that can be adjusted.
What is 2500?
400
4 characteristics of a call flow.
What are personalized, structured, not scripted and interchangeable?
400
4 co-brand partners
What are MTV, SONY, LSU, Orbitz?
400
Rewards Redemption Code MILUS003.
What are book air anywhere, cash back rewards, charitable donations, experiential rewards gift certificate rewards, merchandise rewards, travel matrix?
400
4 transactions that do not earn points, miles or cash.
What are cash advance, access checks, balance transfer (unless specified in offer), payments, unauthorized charges, finance charges among others?
500
Maximum amount of ARRs and alternative addresses on Polaris account.
What is 5?
500
Role play with Mike without notes using call flow.
What is "I know it when I hear it?"
500
4 characteristics of co-branded partnerships.
What are differentiation, improve customer retention, incent loyalty and attractive customer base?
500
Rewards Earning Code MEU00084.
What is 3 miles per dollar spent at restaurants and major grocery stores and 1 mile per dollar for all other purchases.
500
3 reasons why currency may be forfeited.
What are delinquent payments, over the limit, closed accounts?