Publix Customer Service Quiz UPDATED ACTUAL Questions and CORRECT
Answers
1. What are the four steps to Legendary Customer Service?: 1. Greet the customer. try to
use their name if possible. 2. Engage. 3. Create their happily ever after 4. Thank them and invite them back
2. What is our IPB goal for 2022?: 3.12
3. What are the four types of money services?: 1. Checks 2. Gift cards 3. money orders 4.money
transfers.
4. Why are they money Services?: They can be used for money Laundering
5. When do you fill out an EMT form?: To record a single or combined money service transaction for
3,000 or more
6. When do you fill out an 8300 form?: When the transaction is more than 10,000 dollars in groceries.
7. When do you fill out a on Behalf of Publix form?: Answer: When we complete a money
service transaction for internal use. Additional Information: Ex: Postage stamps because we did not complete the order
in time,special garbage bags that the city requires us to sell the customers
8. How do we process a transaction with a pds and how do we explain the
estimated amount to the receiver?: 1. Print the PDS and circle the bottom section of the PDS that
says please review all transaction details. 2. Have them verify it. 3. If they say yes click the customer has agreed to the
pre transaction disclosure box and then click continue. If they say no, edit the transaction and provide a new pds. 3.
Collect the payment. 4. Provide the customer their register receipt and make sure they take their pds. If they do not
want it, shred it up.
9. How do we recognize red flags and how do we handle transactions where
red flags are present?: When customers use suspicious activity. You politely deny the transaction and get a
manager if needed.
10. What are some examples of red flags?: When a customer changes the dollar amount.(Structer-
ing) Also, when they have a transaction like 2,999. They know 3,000 or more they would have to fill out an emts form. If
a customer comes in more than once a day to do a transaction. If they avoid Bank secrecy act reporting. Launder money
11. How do we handle Dodd Frank refunds?: Help the customer with the transaction even if it was
sent from a competitor.
12. What is a PDS?: A transaction that is 15 dollars or more going outside the United States.
13. What information is on a PDS?: The receivers name, expected payout location,transfer fees,exchange
rate,and amount the receiver will collect
14. How can you pay for 8300?: Cash, travelers check,and cashier's check.
Answers
1. What are the four steps to Legendary Customer Service?: 1. Greet the customer. try to
use their name if possible. 2. Engage. 3. Create their happily ever after 4. Thank them and invite them back
2. What is our IPB goal for 2022?: 3.12
3. What are the four types of money services?: 1. Checks 2. Gift cards 3. money orders 4.money
transfers.
4. Why are they money Services?: They can be used for money Laundering
5. When do you fill out an EMT form?: To record a single or combined money service transaction for
3,000 or more
6. When do you fill out an 8300 form?: When the transaction is more than 10,000 dollars in groceries.
7. When do you fill out a on Behalf of Publix form?: Answer: When we complete a money
service transaction for internal use. Additional Information: Ex: Postage stamps because we did not complete the order
in time,special garbage bags that the city requires us to sell the customers
8. How do we process a transaction with a pds and how do we explain the
estimated amount to the receiver?: 1. Print the PDS and circle the bottom section of the PDS that
says please review all transaction details. 2. Have them verify it. 3. If they say yes click the customer has agreed to the
pre transaction disclosure box and then click continue. If they say no, edit the transaction and provide a new pds. 3.
Collect the payment. 4. Provide the customer their register receipt and make sure they take their pds. If they do not
want it, shred it up.
9. How do we recognize red flags and how do we handle transactions where
red flags are present?: When customers use suspicious activity. You politely deny the transaction and get a
manager if needed.
10. What are some examples of red flags?: When a customer changes the dollar amount.(Structer-
ing) Also, when they have a transaction like 2,999. They know 3,000 or more they would have to fill out an emts form. If
a customer comes in more than once a day to do a transaction. If they avoid Bank secrecy act reporting. Launder money
11. How do we handle Dodd Frank refunds?: Help the customer with the transaction even if it was
sent from a competitor.
12. What is a PDS?: A transaction that is 15 dollars or more going outside the United States.
13. What information is on a PDS?: The receivers name, expected payout location,transfer fees,exchange
rate,and amount the receiver will collect
14. How can you pay for 8300?: Cash, travelers check,and cashier's check.
