Merchant Tools
What tool allows merchants to send an application to the customer to complete on their mobile phone?
Direct to Device (D2D)
What is the main site we use to access accounts?
Salesforce
Who needs to know that we are calling on a recorded line?
Everyone!
How many dials per day is your goal once you are out of your ramp-up period?
75-85 depending on your shift
What should your pre-call prep consist of?
Review account activity/notes
Review talking points
Setup Email template
Review for RPC-Finance Manager
What tool allows Synchrony to combat fraud with facial recognition software?
Trust Stamp
What system do we use to clock in and out?
Workday
What closing should you use on your calls?
Thank you for being a Synchrony Partner, have a great day!
What is your daily talk time goal?
3 hours
Who are we trying to reach on our campaign calls?
RPC-Right Party Contact
Finance Manager
What app allows merchants to receive incentives for submitting applications?
Ignite
On what page do we disposition our calls?
Campaign Member Page in Salesforce
$25 Stars and a Certificate
How often are your meetings with Amanda and Sheena?
Amanda-weekly/monthly
Sheena-monthly
*Always available as needed*
What consists of post-call administrative work?
Sending email
Notating the account
Any follow up tasks as needed
What tool can a merchant use to ensure an application has the best chances of approval?
Prequalification (Prequal)
If you have a Merchant that you were unable to reach due to their phone number being out of service, how would we disposition that account?
Bad Phone/Unreachable
Where do you go to order POP material?
Marketing Asset Repository-located within Business Center/BC Emulator
What does SMART Goals stand for?
Specific
Measurable
Attainable/Actionable
Relevant
Time-Bound
After how many attempts should we leave a voicemail?
Depending on the campaign, on your last attempt.
Ex. attempt 2/2 or 3/3
What site allows merchants to see the number of cardholders in a designated are surrounding their location?
Reach Tool (SYCC or HOME)
What are the main purposes for our calling Campaigns?
Rebates
Promotions
Promo Calendars
Compliance & Process Updates
What needs to be included in your notes?
Who you spoke with
Their title/role
Phone number called
Cal results-was contact made? Yes/No
Will you use this promo? Yes/No
Email sent
Confirmed contact and email? Yes/No
Feedback
What do I need to have for my Monthly Connects with Sheena?
Monthly Connect document
On an Auto call, what are some benefits you can mention to the partner to entice them to utilize Synchrony more?
Review product opportunities in Salesforce
Ignite
Prequal
OCA
D2D
All depending on what they are currently enrolled in