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Questions and Answers

What happens to a subscription once it is paid off?

  • It automatically renews.
  • It turns off automatically. (correct)
  • It continues until manually cancelled.
  • It offers a discount on the next payment.

    • Which of the following products is included in the Building Business Credit Package?

  • Guide to Credit Repair
  • Quick Start Guide (correct)
  • Audiobook
  • Guide to Car Buying

    • What is the purpose of The Automator software?

  • To provide training videos.
  • To calculate credit scores.
  • To manage subscriptions.
  • To generate PDF letters. (correct)

    • What exclusive benefit does the Smart Money Club (SMC) provide?

    <p>Access to private guides. (C)</p> Signup and view all the answers

    How many uses per letter does a member get with The Automator?

    <p>30 uses (A)</p> Signup and view all the answers

    What free resource is offered to Freescore 360 / Scoresense Customers?

    <p>Audio version of the Credit Secret Book (D)</p> Signup and view all the answers

    What is one feature of the Car Buying Secrets Package?

    <p>Car dealership insider techniques (A)</p> Signup and view all the answers

    What kind of support is available through the searchable help library?

    <p>Searchable answers for common questions (B)</p> Signup and view all the answers

    What is the recommended action to take if a customer calls in for support?

    <p>Post the question in the appropriate support channel. (A), Email the support link to the customer. (D)</p> Signup and view all the answers

    What is the first step to take if no support staff respond within 2 minutes?

    <p>Tag individual people that are on duty. (C)</p> Signup and view all the answers

    Which of the following is NOT a Slack communication rule mentioned?

    <p>Use informal language to keep the chat friendly. (C)</p> Signup and view all the answers

    What should you include when posting a question in a support channel?

    <p>Customer name and the specific program they are inquiring about. (D)</p> Signup and view all the answers

    What happens if Tier 2 agents do not receive acknowledgment of an issue resolved?

    <p>They cannot move on to the next call. (D)</p> Signup and view all the answers

    Which option describes the primary function of the Slack bots used in channels?

    <p>To pick up key words and direct cases to appropriate channels. (C)</p> Signup and view all the answers

    Which of the following is a correct example of how to escalate an issue?

    <p>@shipping Johnny Appleseed New Order. (A)</p> Signup and view all the answers

    What is the primary role of the Customer Service number provided?

    <p>To assist with issues related to services. (B)</p> Signup and view all the answers

    What should you set the status to if the ticket is not completely resolved?

    <p>Pending (B)</p> Signup and view all the answers

    Which priority level should be assigned to a new ticket initially?

    <p>Low (C)</p> Signup and view all the answers

    What is the protocol for documenting customer information?

    <p>Type the customer's information into the notes. (B)</p> Signup and view all the answers

    What should you do when creating a None case for a dropped call?

    <p>Use the email address <a href="mailto:[email protected]">[email protected]</a>. (A)</p> Signup and view all the answers

    How can you edit a canned response before sending an email?

    <p>Type in /c to edit after selecting it. (A)</p> Signup and view all the answers

    Which steps are involved in verifying customer information?

    <p>Verify in both DataBot and Sticky IO. (B)</p> Signup and view all the answers

    What is the first step in sending Knowledge Base links?

    <p>Type /S to bring up solution articles. (A)</p> Signup and view all the answers

    Which group should you assign a ticket to based on department?

    <p>Customer Support (D)</p> Signup and view all the answers

    What is the first step to update contact information?

    <p>Click on the pencil icon next to contact information (D)</p> Signup and view all the answers

    What should you do if there’s already an existing case regarding a customer's reason for calling?

    <p>Reassign the case to yourself and open it (A)</p> Signup and view all the answers

    When dealing with multiple issues from a customer on a call, what is the correct approach?

    <p>Make separate cases for each issue (B)</p> Signup and view all the answers

    How should you handle customer notes when addressing their concerns?

    <p>Read all notes in other databot cases before assisting the customer (C)</p> Signup and view all the answers

    If a customer has a new issue, what should you do?

    <p>Create a new case for the new issue (C)</p> Signup and view all the answers

    What is the preferred method to get help while a customer is on the line?

    <p>Post in the channel for further instructions (D)</p> Signup and view all the answers

    What should you frequently check throughout the day?

    <p>Response from customers to emails (A)</p> Signup and view all the answers

    What is essential to document at the beginning of every call?

    <p>The name of the person you are speaking with (C)</p> Signup and view all the answers

    What is the correct protocol if a customer wants to waive the shipping charge?

    <p>Only waive the charge if the customer intends to proceed with an order. (C)</p> Signup and view all the answers

    Which email address should be used if the customer does not have an email address?

    <p><a href="mailto:[email protected]">[email protected]</a> (D)</p> Signup and view all the answers

    When should the billing address be entered separately from the shipping address?

    <p>When the customer specifies a different billing address. (A)</p> Signup and view all the answers

    What should you do if a customer cannot reset their password after multiple attempts?

    <p>Escalate the issue to Tier 2 for additional support. (A)</p> Signup and view all the answers

    Which step is NOT part of processing a new order?

    <p>Inputting the customer's email and password. (B)</p> Signup and view all the answers

    What happens if a customer calls for login assistance?

    <p>Direct them to the Lost Password link. (C)</p> Signup and view all the answers

    Which statement is true about additional products in a new order?

    <p>They can be added after the initial book purchase within the customer's account. (A)</p> Signup and view all the answers

    What information should be checked before processing an order?

    <p>The accuracy of the shipping and billing information. (A)</p> Signup and view all the answers

    What should be done if a customer does not have an email and wants to communicate with Tier 3 Support?

    <p>Notify them that a customer service agent can call them once Tier 3 responds. (D)</p> Signup and view all the answers

    Which action is appropriate for shipping help requests in Slack chat?

    <p>Tag @shipping to engage the bot. (A)</p> Signup and view all the answers

    What should be included when posting a reprocess request in Slack chat?

    <p>The customer's full name, product, and link to the case. (B)</p> Signup and view all the answers

    Which of the following issues should not be escalated to Reprocessing?

    <p>Insufficient funds error. (D)</p> Signup and view all the answers

    What is the purpose of thanking the customer before ending a call?

    <p>To ensure the customer feels appreciated. (D)</p> Signup and view all the answers

    When should a customer be asked about their Credit Secrets dashboard login?

    <p>Just before hanging up. (D)</p> Signup and view all the answers

    What phrase should be used to initiate a Tier 3 support request in Slack?

    <p>TIER 3 Question, [insert name], [insert FreshDesk link to the case]. (C)</p> Signup and view all the answers

    Which case types are suggested for reprocessing?

    <p>Reprocess declined charge and process new order. (A)</p> Signup and view all the answers

    Study Notes

    Credit Secrets Company Information

    • Founded in 2012 by Scott & Allison Hilton
    • Owned by Info Up, LLC
    • An information publishing company that sells books and software
    • Credit Secret is a self-help program to remove negative items from credit reports and improve credit scores
    • Offers customer support for managing accounts, updating information, refunds, and assisting with new product purchases
    • Provides information on the program itself and its products

    Credit Secrets Customer Support

    • Handles all incoming calls
    • Assists with account management (updating, refunds)
    • Assists with using the dashboard
    • Assists with new product purchases
    • Educates customers about the program and its products

    Credit Secrets Ordering Information

    • Website ordering available: www.creditsecrets.com and www.creditsecret.org
    • Customer service ordering: (877) 215-6015
    • Additional products can be ordered from the dashboard or by reprocessing charges with phone support after a book purchase

    Credit Secrets Important Numbers

    • Credit Secrets Customer Service: 877-215-6015
    • Score Sense: 800-972-7204
    • Certified Mail: 888-501-5288

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    Related Documents

    Credit Secrets Support Document PDF

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