5% Enrollment
What is the required talking points for enrolling in the 5% rewards?
“Earn 5% Cashback Bonus at X from X through X, on up to $1,500 in purchases. Activation is required.”
How do you handle a call where the CM wants to know how they redeem Miles?
Agent would transfer to ACT
How do you handle a call where the CM wants to know how they earn rewards on a Chrome card?
Agent would transfer to ACT
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Yes. Failure to read 5% terms verbatim accurately.
If an enrolled CM asks, "Am I currently activated in X quarter?" How would you respond to avoid a defect?
Agent confirms activation
How early can a CM enroll in an upcoming 5% quarter?
30 days in advance
If a CM wants to know the options for how they can redeem their rewards, we are required to cover what?
We would cover 2 redemption options.
What are the standard rewards for a More card?
- ALWAYS earn 0.25% cashback at Warehouse Clubs and Discount Stores
- Earn 0.25% cashback on first $3000 in other purchases, after this you will earn 1% cashback
- Tier structure will reset on your anniversary date
“You earn a full 1% after you make $3,000 in purchases annually, based on your anniversary date, and .25% on your first $3,000 and all wholesale and discount store purchases.”
If we reverse an eCertificate, would this be a defect or no?
Yes
If an enrolled CM asks, "What are the categories for X quarter?" How would you respond to avoid a defect?
Agent replies with qualifying categories (MUST disclose the FULL category title)
If the customer activates after the start date, they will begin earning 5% CBB starting when?
The day they enroll
When completing a Eletronic Deposit for a rewards redemption, we are required to cover what?
The verbatim disclosure and the banking information.
What is the standard rewards earning for the Discover IT?
Earn unlimited 1% CBB on all purchases; including warehouse/discount stores
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Yes. Failure to communicate standard tier structure accurately (defect 1:15 mark)
If an enrolled CM asks, "What are the dates for X quarter?" How would you respond to avoid a defect?
Agent replies with date range for qualifying purchases
Can we make adjustments if they enrolled after the start date to their qualifying purchases?
Yes
What are we required to verify each time with assist a CM with a redemption?
The email address.
How would you handle a call where the CM wants to convert their Miles card to earning Cashback rewards instead?
EFFECTIVE 5/18/22, Account Type Conversions are no longer allowed. We would have the CM apply for a secondary account if they don't already have one.
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Yes. Didn't confirm email address.
If an enrolled CM asks, "What is the cap for X quarter?" How would you respond to avoid a defect?
Agent replies with the cap and MUST state in purchases
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No defect
What are the 3 reason we can reissue a gift card?
Not received, damaged or Incorrect balance/Doesn't work.
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Yes. Failure to communicate quarterly cap for gas/restaurants & Failure to provide minimum redemption options.
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Yes. Failure to adjust all qualifying purchases.
Can we make a rewards adjustment for a merchant that is listed in the wrong category?
No. Please refer CM to merchant to have them fix it with merchant services.