1st week training class

Question 1

1. Which payment method allows automatic replenishment of your PIKEPASS Account?
   A. Money Order
   B. Credit/Debit Card or Direct Debit Bank Draft
   C. Cash dropped at toll booths
   D. PIKEPASS Gift Card

Answer 1

B. Credit/Debit Card or Direct Debit Bank Draft

Question 2

Which of the following can result in System Matched Transactions or Video Tolls?
A. Using a properly mounted PIKEPASS transponder
B. Failure to mount the transponder correctly
C. Traveling only on non-turnpike roads
D. Using PlatePay during peak hours

Answer 2

B. Failure to mount the transponder correctly

Question 3

What does the PIKEPASS License Agreement grant you?
A. A non-exclusive, revocable license to use PIKEPASS on Oklahoma Turnpikes and Authorized Facilities
B. A permanent right to use any toll road in the U.S.
C. An exclusive contract to sell PIKEPASS transponders
D. Unlimited free travel on Oklahoma Turnpikes

Answer 3

A. A non-exclusive, revocable license to use PIKEPASS on Oklahoma Turnpikes and Authorized Facilities

Question 4

How are tolls calculated on the Turner, Kickapoo, Will Rogers, Creek, Kilpatrick, Southwest Kilpatrick, and Cherokee Turnpikes?
A. Flat rate regardless of distance
B. Based on vehicle color
C. Based on matched entry and exit points
D. According to driver’s license state

Answer 4

C. Based on matched entry and exit points

Question 5

When must you notify OTA of errors in your toll Statement?
A. Within 90 days of the toll charge
B. Before the next billing cycle
C. Within 30 days of the Statement Delivery Date
D. Only if the toll exceeds $20

Answer 5

C. Within 30 days of the Statement Delivery Date

Question 6

What happens if your vehicle’s license plate is obscured?
A. Nothing, as long as you use a transponder
B. You may still receive toll discounts
C. You may be responsible for tolls not properly recorded
D. OTA will automatically correct the record

Answer 6

C. You may be responsible for tolls not properly recorded

Question 7

f your transponder is reported stolen and then later used by you again, what may OTA do?
A. Permanently ban you from PIKEPASS use
B. Reinstate the transponder and charge your Account
C. Send you a new transponder free of charge
D. Refer the case to local law enforcement

Answer 7

B. Reinstate the transponder and charge your Account

Question 8

ff your PIKEPASS account has a negative balance for more than 60 days, what may occur?
A. OTA will offer a payment plan
B. You will receive a free transponder upgrade
C. Your account may be terminated and sent to collections
D. Nothing will happen

Answer 8

C. Your account may be terminated and sent to collection

Question 9

What happens if your Account reaches a zero or negative balance?
A. You can still travel on all Oklahoma Turnpikes
B. You may lose discounted toll rates and your account could be terminated
C. You will receive a toll waiver for 7 days
D. Your Account will auto-replenish with OTA funds

Answer 9

B. You may lose discounted toll rates and your account could be terminated

Question 10

What does OTA do approximately 60 days after an account is closed?
A. Charge a final monthly fee
B. Delete all personal data
C. Refund any remaining Account balance after deductions
D. Send a survey

Answer 10

C. Refund any remaining Account balance after deductions

Question 11

What benefit do PIKEPASS account holders receive compared to the invoiced rate?
A. No difference in toll rates
B. A free toll every month
C. An average of 50% discount
D. A 10% surcharge for convenience

Answer 11

C. An average of 50% discount

Question 12

How does the Volume Discount program work for PIKEPASS customers?
A. All customers receive a flat 10% back
B. Customers with over 20 transactions per transponder may receive 5% of toll usage added back
C. The more you drive, the more you pay
D. Volume discounts apply only to out-of-state travel

Answer 12

B. Customers with over 20 transactions per transponder may receive 5% of toll usage added back

Question 13

What tool is available for general PIKEPASS information before speaking to a live agent?
A. Virtual classroom
B. Email support only
C. Chatbot
D. Recorded phone line

Answer 13

C. Chatbot

Question 14

What is the purpose of the PIKEPASS Chatbot?
A. To handle refund requests
B. To assign toll rates
C. To provide general information
D. To deactivate transponders

Answer 14

C. To provide general information

Question 15

What is the primary function of a Limited Service PIKEPASS Facility?
A. Full vehicle maintenance services
B. Opening new PIKEPASS accounts and processing payments only
C. Toll booth collection
D. Providing full-service customer account support including license plate updates

Answer 15

B. Opening new PIKEPASS accounts and processing payments only

Question 16

IKEPASS Account Access Code (AAC) Questions
1. What is the purpose of the PIKEPASS 4-digit Account Access Code?
A. To unlock your vehicle
B. To access your license plate information
C. To verify your identity when accessing your account
D. To track toll road mileage

Answer 16

C. To verify your identity when accessing your account

Question 17

Which of the following tasks typically requires the Account Access Code?
A. Changing your vehicle’s color
B. Making changes to account settings
C. Watching the news
D. Checking your tire pressure

Answer 17

B. Making changes to account settings

Question 18

What is a Designated Account Representative (DAR) in a PIKEPASS account?
A. A toll booth worker
B. Someone authorized to manage your PIKEPASS account
C. A driver with the fastest toll time
D. An employee of the turnpike

Answer 18

B. Someone authorized to manage your PIKEPASS account

Question 19

ow can someone become a Designated Account Representative?
A. By calling customer service randomly
B. By submitting an official authorization from the account holder
C. By purchasing a PIKEPASS sticker
D. By creating a fake Access Code

Answer 19

B. By submitting an official authorization from the account holder

Question 20

1. What should you do after gaining access to a customer’s PIKEPASS account?
   A. Ask if they want to upgrade their vehicle
   B. Offer discounts
   C. Verify the contact and vehicle information
   D. Ask if they want to close the account

Answer 20

C. Verify the contact and vehicle information

Question 21

When verifying vehicle information, what should you do if the customer has 3 or fewer vehicles?
A. Send a summary to review
B. Ask if any vehicle information has changed
C. Skip the vehicle check
D. Verify only the license plates

Answer 21

B. Ask if any vehicle information has changed

Question 22

What do you do if a customer has 4 or more vehicles on their account?
A. Ask for all VIN numbers
B. Only verify one vehicle
C. Send a vehicle summary for them to review
D. Skip vehicle verification

Answer 22

C. Send a vehicle summary for them to review

Question 23

What are you required to verify on a new PIKEPASS account?
A. Only the license plate number
B. Address, phone number(s), and email address
C. Only the email address
D. Just the billing method

Answer 23

B. Address, phone number(s), and email address

Question 24

Can you assist a caller who is not the account holder and doesn’t have the 4-digit PIN?
A. No, under no circumstances
B. Only if they’re a relative
C. Yes, depending on what you are allowed to do without AAC
D. Only after 3 security questions

Answer 24

C. Yes, depending on what you are allowed to do without AAC

Question 25

What should you do if the customer is currently receiving paper statements? A. Automatically switch them to email B. Ask if they’d like to receive their statements by email C. Remove statement delivery D. Leave it as is without asking

Answer 25

B. Ask if they’d like to receive their statements by email

Question 26

If a customer is not receiving their statements via email, what are you required to do? A. Add a comment that they declined email B. Offer them the option to receive statements by email C. Automatically switch them to email D. Ignore it if the customer hasn’t mentioned it

Answer 26

B. Offer them the option to receive statements by email

Question 27

What should you check under the History tab? A. Old passwords B. Payment card details C. Travel history and problems D. Vehicle color changes

Answer 27

C. Travel history and problem

Question 28

Which of the following is not allowed without the AAC? A. Change the statement delivery method B. Add or remove vehicles C. Provide general PIKEPASS policy information D. Offer help with PlatePay billing questions

Answer 28

B. Add or remove vehicles

Question 29

1. What does the code 1XEC most likely represent in a PIKEPASS account? A) Address change by mail B) One time exception credit C) Electronic Funds Transfer D) Returned mail

Answer 29

B) One time exception credit

Question 30

What does the code ‘1XEC’ stand for? A. Left message with person (Not Voicemail) B. Advised of License Agreement C. One Time Exception Credit D. Visa

Answer 30

C. One Time Exception Credit

Question 31

What does the code ‘PMT’ stand for? A. Credit Card B. Visa C. Add Account Rep D. Payment

Answer 31

D payment

Question 32

What does the code ‘PIF’ stand for? A. Paid in Full B. Payment In Fee C. Pikepass Invoice Format D. Payment in Funds

Answer 32

a paid in full

Question 33

2. What situation requires the code ‘ADVLA’? A. When advising of an updated address B. When adding a new license plate C. When advising of a License Agreement on Term or Write-Off accounts D. When advising of low balance

Answer 33

d. When advising of low balance

Question 34

8. What does the code ‘EFT’ stand for? A. Electronic Funds Transfer B. Express Fee Toll C. Emergency Funds Transfer D. External File Transfer

Answer 34

A. Electronic Funds Transfer

Question 35

⸻ 3. What does the code ‘CT’ stand for? A. Change Toll B. Credit Toll C. Check Tag D. Commercial Toll

Answer 35

b Credit Toll

Question 36

When should the code ‘LMOR’ be used? A. When leaving a message with a receptionist B. When leaving a message on a voicemail C. When leaving a message on a recorder or system with no human interaction D. When messaging another representative

Answer 36

c When leaving a message on a recorder or system with no human interaction

Question 37

8. What is the best practice when transferring a tag from one account to another? A. Only update the new account B. Only comment on the account receiving the tag C. Comment on both accounts with the respective transfer details D. No comment is needed

Answer 37

c Comment on both accounts with the respective transfer de

Question 38

What should you include when changing an axle count on a vehicle? A. The tag number and who approved the change B. The customer’s phone number C. The name of the driver D. The name of the toll booth

Answer 38

A. The tag number and who approved the change

Question 39

21. What does the code ‘ACPH’ stand for? A. Account Change Pending Hold B. Address Change by Phone C. Account Charged Per Hour D. Access Code Print Hold

Answer 39

B. Address Change by Phone

Question 40

What does ‘LM VM’ mean? A. Low Mileage Verified Monthly B. Last Minute Voicemail C. Left Message Via Manager D. Left Voicemail

Answer 40

D. Left Voicemail

Question 41

31. What must an Account Holder confirm to gain full access to their PIKEPASS account over the phone? A. Only their email address B. AAC, or DL/FEIN, or 3 verified account details C. Birthdate and zip code D. Vehicle registration Answer: B

Answer 41

B. AAC, or DL/FEIN, or 3 verified account details

Question 42

33. Which of the following changes CAN a confirmed Account Holder make over the phone? A. Close an account with a $150 balance B. Add toll charges to another account C. Update DL number, last name, and close the account if balance is under $100 D. Transfer funds to a bank account

Answer 42

c Update DL number, last name, and close the account if balance is under $100

Question 43

36. What is the only action a confirmed Designated Account Rep CANNOT perform? A. Update vehicle axle count B. Change the DL number C. Close the account D. Reassign transponders

Answer 43

c Close the account

Question 44

35. What CAN a confirmed Designated Account Rep do? A. Close the account over the phone B. Access the account and make any change/update C. Only update contact information D. Request toll refunds directly

Answer 44

b Access the account and make any change/update

Question 45

What code should you use when issuing a one-time courtesy credit? A. 1XEC B. PMT C. ACPH D. CT

Answer 45

A. 1XEC

Question 46

43. What code should you use when crediting tolls due to a customer issue or error? A. 1XP B. CC C. CT D. STMT

Answer 46

C CT

Question 47

What code is used when a customer calls and no one answers, and no voicemail picks up? A. LM B. NC C. LMOR D. PMT

Answer 47

B. NC