PABA HW Support

1.

1 point

When MSO (Teleserve) processes the sale of a Home Warranty incorrectly and schedules service, the system will generate the wrong Proc ID. The Tech may call you to correct the Proc ID. Which Proc ID should you change it to so he will not charge the member more than the $60 deductible?

PA1ANE

SHW000

SHWC60

SRC999

2.

1 point

If the Tech sold the Home Warranty by calling Tech Support, it will show in Interaction History of Ciboodle as:

A sale from Bogata

A sale from the Phillipines

A sale from Hoffman Estates, IL

A sale from Winterpark, FL or High Point, NC

3.

1 point

When can a member, who bought the Whole House plan, get 2 PM checks, without charge?

The member can only get 1 PM check

The central AC Feb 1 April 30 and the central heat Aug 1 through Oct 31.

The central AC between Feb 1-March 30 and the central heat Sept 1-Nov 30

Anythime in the Spring and Fall

4.

1 point

When a member purchases the Appliance-only Home Warranty, they can call for service and receive 25% off any appliance covered in the plan.

TRUE

FALSE

5.

1 point

The only time you go to NPS to use PS30 screen is for resolving issues about:

Scheduling a service recall

Billing Disputes

When processing 25% off non-covered service

Replacements

6.

1 point

When we owe a member a refund because the Tech charged him/her another $60 on a recall, the amount due the member is:

$60 + tax

No refund if it's a recall

$60

$50 ($60 minus a $10 processing fee)

7.

1 point

When scheduling for a service recall under the Home Warranty, you must immediately go to NPS (PS30) and enter the code as:

SHWC60

SRC999

SHW001

SHW000

8.

1 point

If MSO (Teleserve) sold the Home Warranty . . .

Nothing is covered until day 31

The original appliance, needing service, is covered for the first 30 days

Any appliance, listed in the contract, is covered for the first 30 days.

9.

1 point

Due to recent changes, a stand-alone freezer is now covered when you buy the Appliance plan, just like the other appliances.

FALSE

TRUE

10.

1 point

Member Jones bought the Appliance Home Warranty.
In order to complete service on Member Jones' washer, an Appliance tech and an Electrician had to be involved to make the repair. How much did Member Jones have to pay for the one service call?

$45, because 25% off of $60 = $45

$120, since 2 Techs were involved

Only the $60 deductible

He is covered, so there is no charge

11.

1 point

The Case Type you will use to create a Billing Dispute case is:

Business Function

Complaint

A case is not needed for Billing Dispute

General

12.

1 point

When a member demands that their Homw Warranty be cancelled, you should:

Try to tak him/her out of it

Transfer the call to Cross Country

Transfer the call to PARS

Raise your hand for a Manager

13.

1 point

We treat Food Loss the same as the PA and it is covered under:

The Whole House plan

All 3 plans

The Appliance plan

Not covered under any plan

The Systems plan

14.

1 point

The correct option for us to be able to refund a member 25% for a non-covered part/service, provided by an independent contractor, are:

Send receipt by e mail, fax, or USPS to our address here in High Point

Call us with the total amount they paid for the part/service

Send receipt by certified mail to our site in High Point

15.

1 point

The quickest way to ascertain if the member was charged $151.00 for a Sears service call is to . . .

Ask the member to fax or e mail the service receipt

Tell the member to check their credit card statement

Call the Service unit

Look in "Monetary" of the service order to see if there is a Transaction #

16.

1 point

The maximum dollar amount we will pay annually for service calims is:

$50,000

$10,000

25,000

$15,000