R1 Review 2

R1 Review 2

KG

10 Qs

quiz-placeholder

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Assessment

Quiz

Other

KG

Medium

Created by

Natalia Bauer

Used 21+ times

FREE Resource

10 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Media Image

What's the first step to follow when you're doing a rebooking without funds process?

Look for rebooking options

Ask them if they have funds to cover a new reservation

Check the user's account for the note flag Rebooking without funds

Ask the Guest to wait for the refund to arrive

2.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Media Image

After investigating on a rebooking case, you determine you'll need to take a $300 monetary loss from Airbnb, what should your next step be?

Create a coupon instead, as it's over your threshold

Take two losses for $150 each

Tell the user you won't be able to provide that loss, as it's over your threshold

Request expense approval

3.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Media Image

Which of the following is not a Major Disruptive Event?

Acts ot war

Prolonged outages of essential utilities

Riots

Unexpected death

4.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Media Image

A Host wants Airbnb to compensate because the site was down for an hour where the Host could have received a $1,000 booking. Would this be an acceptable loss reason?

Yes, because the site was down

No, we do not take losses for requests of compensation due to loss of potential earning

5.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Media Image

Based on the following statement: "Based on the interests you shared with me, it seems that X is important to both you and your Guest Emma. If we work on that, will the problem be resolved?"

What was the Mediation Technique used?

Surfacing interests

Generating options

Communicating the outcome

Establishing recognition

6.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Media Image

If you receive a call where the user is speaking in Portuguese, what should you do? The user doesn't speak English.

Warm transfer the call to the Portuguese support line

Attempt to help the user in English and handle the case as normal

Apply macro: Intro - Informing about using Nova translation tool

Disconnect the call and use the Atrium transfer tool to assist the user my written communication

7.

MULTIPLE CHOICE QUESTION

3 mins • 1 pt

Media Image

In which one of these cases should you introduce yourself to a user?

When you're the 2nd owner of a case

You should never introduce yourself to a user

When you're the first Ambassador to assist the user over written communication

When you're the 3rd owner of a case

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