Car CS Assessment #3 2021

Report Summary
Name : Mayra Ibańez
Your Score : 71.43 out of 100 (71.43%)
Correct Answers : 15 Questions
Incorrect Answers : 6 Questions
Unanswered : 0 Questions
Required Passing Grade (%) : 85%
Time Taken : 50 mins 46 secs
Date : Mar 28, 2023
Your Result : Fail
Complete xVR ID : 39522
Class # : 168
Trainer's First & Last Name : jorge gonzalez
Center : Tijuana

Your Answers

Incorrect

Q1) Which of the following issues would be considered a MAJOR Vehicle Mechanical
Issue? [Select ALL the answers that APPLY]:
A. Engine stalls (Your Answer)(Correct)
B. Horn won't work
C. Keyless Remote Entry won't work (Your Answer)(Incorrect)
D. Tire is bald (Your Answer)(Correct)

Correct

Q2) What Reason Code do you use on an LDW dispute?

A. 020 (Your Answer)(Correct)
B. 021
C. 022
D. 025

Correct

Q3) Use the following Budget Rental Agreement number 494861614 to determine why
the customer was charged an additional $450.00 for MISC-CHARGES-CODE-M
15 days after the rental closed on November 30th.
A. DIRT (Your Answer)(Correct)
B. Tickets
C. Toll Charge
D. Refueling Fee

Correct
Q4) A customer calls in complaining that the XM Radio he purchased only worked for
3 of his 5 day rental. Which Reason Code is used to create this customer's Case
Detail?
A. 121
B. 025
C. 124 (Your Answer)(Correct)
D. 128

Incorrect

Q5) Where would you direct a customer who had a toll charge in Ottawa, Canada?
A. Aleksander.Aceski@avisbudget.com
B. Mario.Racicot@avisbudget.com
C. Sylvie.Belanger@avisbudget.com (Your Answer)(Incorrect)
D. Jasmine.Hu@avisbudget.com

Correct

Q6) In the Pickup Gas field, P8 stands for:

A. Pre-paid, full tank (Your Answer)(Correct)

B. Pending, 8 gallons
C. Paid, 8 dollars
D. Penalized, 8 gallons

Correct

Q7) Reason Code 121 is used for what type of Customer Service issue?
A. LDW Dispute
 B. ERS
C. Navigation/GPS Dispute (Your Answer)(Correct)
D. 025 is not a Customer Service Reason Code

Correct

Q8) Courtney Crompton is calling to say the vehicle she just picked up smells like
smoke. What Rate Category and Reason Code was used in Ms. Crompton's
case?
A. Customer Experience / 032-Vehicle Cleanliness (Your Answer)(Correct)
B. Customer Experience / 033-Vehicle Mechanical
C. Fees & Services / 098-Cleaning Fee
D. Fees & Services / 051-Fees & Surcharges

Correct

Q9) True or False: If a customer accepts any type of vehicle, it IS considered a

Reservation Failure.
A. True
B. False (Your Answer)(Correct)

Correct

Q10) True or False: Mrs. Burke has advised that the dog she traveled with in her rental
last week was a service dog. Mrs. Burke will still be charged the cleaning fee of
$250.00, for pet hair, even though she said the animal was a service dog.
A. True
B. False (Your Answer)(Correct)

Incorrect

Q11) Vonita Anthony is calling about her Avis rental, RA 426395620. What is the
coupon number of the coupon applied to this rental?
A. There is no coupon on this rental (Your Answer)(Incorrect)
B. MUVA152
C. TUWA004
 D. MUVA240

Correct

Q12) Which MINOR items will customers be reimbursed for if the items are purchased
during the rental? [Select ALL the answers that APPLY]:
A. Windshield Wiper Fluid (Your Answer)(Correct)
B. Oil Change
C. Replacement Tire
D. Windshield Wipers (Your Answer)(Correct)

Correct

Q13) True or False: We will reimburse customers for any vehicle mechanical issues,
such as a flat tire or an oil change, that they repair themselves.
A. True
B. False (Your Answer)(Correct)

Incorrect

Q14) True or False: A refueling receipt must be requested for review on billed fuel
charges of $20.
A. True (Your Answer)(Incorrect)
B. False

Correct

Q15) Mr. Smith has called to dispute a $120 Upgrade charge ($30/day, 4 days) on his
rental. He has a C on his reservation, but drove a G. He says he was not advised
of any upgrade costs, he just went to the stall they directed him to, spot 27. He is
a 5-star customer and has 120 lifetime rentals with 2 previous upgrade issue
cases. What is the best way to handle Mr. Smith's call?
A. Apologize that the Rental Agreement was not explained to Mr. Smith in more detail. Uphold the
upgrade charge, which was signed for on the Rental Agreement and offer a $20 coupon for his
inconvenience.
B. Apologize that the Rental Agreement was not explained to Mr. Smith in more detail. Explain that
he did however have the benefit of driving the G car. Advise that next time it is important to
 ensure that his contract is correct before leaving the location and uphold the charge.
C. Apologize that the Rental Agreement was not explained to Mr. Smith in more detail. Offer to
refund 25% of the upgrade charge, but indicate that you cannot refund any more since he did
sign the Rental Agreement.
D. Apologize that the Rental Agreement was not explained to Mr. Smith in more detail. Indicate to
customer that because of his previous business with us that we would be more than happy to
correct this error and refund 100% of the charge for the customer. (Your Answer)(Correct)

Correct

Q16) TRUE OR FALSE: When a Customer Service agent makes a partial adjustment to
a customer's XM Radio charges, that adjustment can be done as a memo line on
the closed adjustment screen (AMP)?
A. True (Your Answer)(Correct)
B. False

Correct

Q17) What information can be found on the Filenet/EDOCS research screen?

A. Canadian Toll Charge Receipts
B. Citations Billed
C. Signed Rental Agreements (Your Answer)(Correct)
D. Equifax Results

Correct

Q18) A customer checked out a rental with a full tank of fuel and returned it with a half
tank of fuel. Which gas codes will be seen in the Pickup Gas and Dropoff Gas
boxes on the Display RA (203/806) Screen?
A. G8 and 0
B. G8 and fuel charge for half tank (Your Answer)(Correct)
C. P8 and 0
D. P8 and fuel charge for half tank

Incorrect

Q19) Which of the following issues would be considered a MINOR Vehicle Mechanical
 issue? [Select ALL the answers that APPLY:
A. Power outlet won't work
B. Cruise Control won't work (Your Answer)(Correct)
C. Car Battery won't work (Your Answer)(Incorrect)
D. Radio/DVD won't work

Incorrect

Q20) Identify what is needed for verification before a Delayed Check-In contract can be
closed. [Select the 2 answers That APPLY]
A. Valid movement on WZTTRC after the rental (Your Answer)(Correct)
B. Check in miles on the 806 (Your Answer)(Incorrect)
C. Security screen on the 203 (Your Answer)(Incorrect)
D. Inventory date after the renter claims to have returned

Correct

Q21) What Reason Code is used for disputes on Refueling Fees?

A. 011
B. 016
C. 018 (Your Answer)(Correct)
D. 020

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