TV & Movies
This animated family from Springfield includes Homer, Marge, Bart, Lisa and Maggie.
The Simpsons
Taylor Swift was born in this country.
USA
According to the scorecard, what three things must a rep include in the correct call opening?
Thank the merchant for calling, identify themselves, and ask for the caller’s first and last name.
This U.S. state is known as the “Sunshine State.”
Florida
This set of digits at the beginning of a credit card number identifies the issuing bank and helps route the transaction.
The BIN
In Forrest Gump, Forrest says life is like a box of these.
Chocolates
This American fast‑food chain is known for Big Macs and Golden Arches.
McDonald’s
Explain ideal Tier 1 verification
Merchant provides MID and DBA.
This American city is home to the Liberty Bell.
Philadelphia
This three‑digit code on the back of most U.S. credit cards helps verify card‑not‑present transactions.
The CVV (Card Verification Value)
This streaming service is home to hits like Stranger Things and Wednesday.
Netflix
This daytime TV host became famous for giveaways like “You get a car!”
Oprah Winfrey
What questions should you ask the merchant at the beginning of your call to avoid the merchant repeating information?
Is your call about a new issue or is it in relation to a recent call?
This major U.S. river forms much of the border between Texas and Mexico.
The Rio Grande
In U.S. payments, this term refers to the temporary hold placed on a customer’s funds before the final transaction is completed.
An authorization hold (or simply auth hold)
This Marvel hero from Brooklyn is known for his shield made of vibranium.
Captain America
This American singer headlined the 2024 Super Bowl Halftime Show.
Usher
What are the three required components of correct hold procedures according to the scorecard?
Ask permission, set expectations, and thank the caller for their patience.
This U.S. government agency is responsible for tracking hurricanes and issuing storm warnings.
NOAA (National Oceanic and Atmospheric Administration)
This fee tells you the true cost of processing for that month — a quick way to see what you actually paid overall, regardless of interchange, assessments, or markup.
The Effective Rate (or Effective Processing Rate).
This 1972 film is often cited as one of the greatest American movies and features the Corleone family.
The Godfather
This social media platform was created by an American tech entrepreneur in 2004.
What are the two Critical questions on our scorecard?
Tier 2 verification and No case created for an incoming call/transfer.
This U.S. national park, known for its geysers and hot springs, was the first national park established in the world.
Yellowstone National Park
This U.S. payments standard uses a small metallic chip to generate unique transaction data and reduce counterfeit card fraud.
EMV chip technology (Europay, Mastercard, Visa)