Disconnect Time
If a call is dead air with no response after the greeting, how long should the associate wait before disconnecting?
A. 15 seconds
B. 30 seconds
C. 45 seconds
B. 30 seconds
Where can customers check their Shell Gift Card balance online?
A. www.shell.com/giftcards
B. https://buyshellgiftcards.com/order/BalanceInquiry
C. www.giftcardbalance.com/shell
Does the Shell Gift Card have an expiration date?
A. Yes, after 5 years.
B. Yes, after 10 years.
C. No, it does not expire.
C. No, it does not expire.
What information must customers include when disputing a transaction?
A. Just their name and phone number.
B. Receipts, card details, name, address, and phone number.
C. A brief explanation of the issue.
B. Receipts, card details, name, address, and phone number.
What should customers do if their Shell Gift Card is inactive?
A. Call customer service.
B. Return to the place of purchase with the receipt.
C. Check the balance online.
B. Return to the place of purchase with the receipt.
What should an associate say if there is no response after waiting for dead air or hold music?
A. "Call back when you are ready."
B. "Please check your connection and try again."
C. "If you can hear me, please call back for a better connection."
C. "If you can hear me, please call back for a better connection."
How many cards can an agent handle for a balance inquiry?
A. 1-5 cards
B. 6-10 cards
C. Unlimited cards
A. 1-5 cards
How is the purchase amount deducted from the Shell Gift Card?
A. It is automatically deducted until the balance is depleted.
B. It is deducted only at the end of the month.
C. It is deducted upon manual request.
A. It is automatically deducted until the balance is depleted.
What is the first step for customers disputing a Shell Gift Card transaction?
A. Send an email to ShellGCBO@fiserv.com or fax to 402.916.8250.
B. Contact the store where the card was purchased.
C. Call the Shell customer service number.
A. Send an email to ShellGCBO@fiserv.com or fax to 402.916.8250.
What must customers provide to initiate a balance merge between two active cards?
A. The receipt only.
B. Cardholder’s name and a brief explanation.
C. A copy of the back of all cards, name, phone number, address, and the target card.
C. A copy of the back of all cards, name, phone number, address, and the target card.
If the incoming external or internal call is holding music, and there is no response after the greeting, wait 1 minute and say: "If you can hear me, please call back for a better connection."
How many seconds must an associate wait for a response before disconnecting?
A. 3 to 5 seconds
B. 10 to 15 seconds
C. 20 to 25 seconds
A. 3 to 5 seconds
For balance inquiries on 10 or more cards, what should the associate do?
A. Refer the customer to the IVR.
B. Email the Line of Business for possible fraud.
C. Check each card manually.
B. Email the Line of Business for possible fraud.
Where must a digital Shell Gift Card (eGift) be uploaded for redemption?
A. To the store’s website.
B. To the Shell mobile app.
C. To a third-party app.
B. To the Shell mobile app.
If a customer’s account is frozen due to fraud, how should the situation be handled?
A. Inform the customer that the card is frozen due to fraud.
B. Refer the customer to the number in the memo at RPG without mentioning fraud.
C. Advise the customer to contact the merchant for assistance.
B. Refer the customer to the number in the memo at RPG without mentioning fraud.
What should an associate do if a merchant reports a fraudulent Shell Gift Card purchase?
A. Advise the merchant to contact their Safeway Help Desk.
B. Call the fraud department directly.
C. Investigate the matter internally.
A. Advise the merchant to contact their Safeway Help Desk.
Which Shell Gift Card type cannot have its fees reversed?
A. Legacy cards
B. Digital eGift cards
C. Physical cards purchased in-store
A. Legacy cards
Can the balance of a physical Shell Gift Card be transferred to a digital eGift card?
A. Yes, balances can be merged across both types.
B. No, balances cannot be transferred between physical and digital cards.
C. Only if the physical card is damaged.
B. No, balances cannot be transferred between physical and digital cards.
Which of the following is not a feature of the Shell Gift Card?
A. Automatic deduction of the balance until depleted
B. Can be used for both in-store and at the pump purchases
C. Can be used for airline ticket purchases
C. Can be used for airline ticket purchases
When freezing the remaining funds on a Shell Gift Card, what information must be collected from the customer?
A. Name, address, phone number, card number, remaining balance, and reason for deactivation
B. Name, card number, and reason for deactivation
C. Only the card number and remaining balance
A. Name, address, phone number, card number, remaining balance, and reason for deactivation
What should an associate do if a customer reports a lost or stolen Shell Gift Card?
A. Direct them to the store where it was purchased.
B. Flag the card as lost/stolen and follow Freeze Active procedures.
C. Advise the customer to call their bank.
B. Flag the card as lost/stolen and follow Freeze Active procedures.
Can dormancy fees be charged for Shell Gift Cards?
A. Yes, after one year of inactivity.
B. Yes, but only on physical cards.
C. No, Shell Gift Cards do not have dormancy fees.
C. No, Shell Gift Cards do not have dormancy fees.
How can customers redeem a Shell eGift card?
A. Use the code in-store or at the pump.
B. Upload the number and PIN to the Shell mobile app.
C. Enter the code on the website.
B. Upload the number and PIN to the Shell mobile app.
What is the Shell Gift Card used for?
A. Online shopping only
B. Pay at the pump, store purchases, and automotive services
C. Only for in-store purchases
B. Pay at the pump, store purchases, and automotive services
If a customer does not have the receipt for a lost/stolen card, what should the associate advise them to do?
A. Wait until they receive a replacement card.
B. Provide a copy of the card number and other details for the Freeze Active process.
C. File a police report.
B. Provide a copy of the card number and other details for the Freeze Active process.
What should an associate do if a customer reports a damaged Shell Gift Card?
A. Create an inquiry and transfer it to Level 2.
B. Replace the card immediately.
C. Advise the customer to dispose of the damaged card.
A. Create an inquiry and transfer it to Level 2.