3rd week class Flashcards
(38 cards)
What typically happens when a PIKEPASS transponder fails to scan at an exit?
A) You are charged the minimum toll for that turnpike
B) You are not charged at all
C) You are charged the maximum toll for that turnpike
D) Your toll is rolled over to the next trip
o: C) You are charged the maximum toll for that turnpike
What is one reason a PIKEPASS transponder might not register at an exit point?
A) Vehicle was moving too slowly
B) Transponder was improperly mounted
C) Toll plaza was closed
D) Driver didn’t activate the GPS
Correct answer: B) Transponder was improperly mounted
Where can a refund NOT be issued?
A. Back to the existing card on file
B. By check
C. To a different credit card
D. Through EFT
C. To a different credit card
How long may it take for a refund to reach the customer?
A. 7 business days
B. 10 days
C. 15 days
D. Up to 30 days
D. Up to 30 day
What is the refund method for amounts over $100?
A. Credit to the original card
B. Automatic refund through EFT
C. Paper check
D. Store credit
C. Paper check
What is required to assist a customer who started but didn’t complete an online application within 10 days?
A. Email address, mailing address, and phone number
B. Email address, driver’s license, and billing zip code
C. Transponder ID, driver’s license, and phone number
D. Billing zip code, plate number, and name
B. Email address, driver’s license, and billing zip code
What happens to an account in cE once it’s closed?
A. It disappears from the system immediately
B. It changes to “Closed” instantly
C. It shows “Close-Pending” in red for 5 days
D. It gets deleted after 30 days
C. It shows “Close-Pending” in red for 5 days
When can you close an account over the phone?
A. When the account is commercial
B. When the balance is $100 or more
C. When the balance is $99 or less and the caller is the account holder
D. When the account is negative and unpaid
. c When the balance is $99 or less and the caller is the account holder
hat is one reason you CANNOT close an account over the phone?
A. The account type is Commuter
B. The caller has access to the account
C. The account has an IOP dispute pending
D. The balance is below $100
C. The account has an IOP dispute pending
A refund over $100 will be issued as:
A. Store credit
B. Automatic EFT
C. Paper check
D. Prepaid card
A
nswer: C. Paper check
hich of the following is TRUE about PIKEPASS interoperability?
A. It only works in Oklahoma
B. It includes states like Texas, Florida, and Kansas
C. You need multiple transponders for each state
D. You must manually activate it each time
B. It includes states like Texas, Florida, and Kansas
What must you tell customers picking up a transponder?
A. They can choose only the location they selected
B. They have unlimited time to pick it up
C. They must pick it up within 7 days or it will be mailed
D. They must return to the office for activation
C. They must pick it up within 7 days or it will be mailed
\Which of the following is NOT true about PPO accounts?
A. Customers can create them after applying online
B. Passwords can include special characters
C. Customers can opt in/out of IOP from their PPO account
D. You cannot be logged in at the same time as the customer
C. Customers can opt in/out of IOP from their PPO account
What must you do when reopening a terminated account?
A. Click “Reopen” and the system will restore the account
B. Add $40 plus any negative balance
C. Copy the transponder to the warehouse only
D. Ask for a new email address
B. Add $40 plus any negative balance
What is required to transfer a vehicle from a closed account to a new one?
A. A letter from the customer
B. Use the history tab and copy the transponder to the warehouse
C. Call the IVR secure line
D. Submit a payment form
B. Use the history tab and copy the transponder to the warehouse
Can a closed PIKEPASS account be reopened?
A. Yes, if within 30 days
B. Yes, if the balance is paid
C. No, the customer must open a new account
D. Only with supervisor approval
C. No, the customer must open a new account
Where can you transfer vehicle and transponder information from a closed account?
A. Use the “Open Vehicles” tab
B. Ask the customer to do it themselves
C. The warehouse via the history tab
D. The refund team
C. The warehouse via the history tab
What message should be noted in the account when transferring items from a terminated account?
A. “Customer wants to start new”
B. “Request refund on hold”
C. “Reopen per name VAI”
D. “Copy complete – confirmation pending”
C. “Reopen per name VAI”
What must be verified before creating a new account for a customer with a terminated one?
A. That their email address has changed
B. That the customer’s original license is still valid
C. The customer’s identity and any negative balance
D. That they canceled voluntarily
Answer: C. The customer’s identity and any negative balance
What happens to the original transponder from the terminated account during transfer?
A. It is automatically canceled
B. It can be copied to the warehouse and linked to the new account
C. It is recycled
D. It is refunded
A
nswer: B. It can be copied to the warehouse and linked to the new account
When creating a new account after termination, what must be done with the vehicle data?
A. Create a new transponder ID for each vehicle
B. Only add new vehicles
C. Transfer existing vehicles using the warehouse copy
D. Reassign all tags to new license plates
nswer: C. Transfer existing vehicles using the warehouse cop
What happens if a customer refuses to pay the negative balance from their terminated account?
A. You may override and open a new account
B. The system will auto-flag the new account
C. You cannot proceed with opening the new account
D. The transponder will be reissued regardless
Answer: C. You cannot proceed with opening the new account
How should you explain the $40 payment requirement to a customer reopening after termination?
A. “It’s an administrative fee and required for all reactivations”
B. “It covers your tolls for the next year”
C. “It’s a fee we charge for credit card updates”
D. “It replaces your transponder only”
A. “It’s an administrative fee and required for all reactivations
Which of the following is NOT part of the process of opening a new account after termination?
A. Verifying customer identity
B. Applying a new sticker to the old transponder
C. Adding $40 plus negative balance
D. Transferring vehicles through the warehouse
Answer: B. Applying a new sticker to the old transponder
