1. Select the pieces of information that are applicable for you to check on an account to verify correctly a customer during a call or chat.

March Knowledge test

Quiz
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Professional Development
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Professional Development
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Easy
Canada Team
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10 questions
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1.
MULTIPLE SELECT QUESTION
3 mins • 1 pt
First name as it appears on the driver’s license.
Last name as it appears on the driver’s license.
Account ID
Nickname on Turo account
Date of birth.
2.
MULTIPLE SELECT QUESTION
3 mins • 1 pt
2. A guest is contacting you via phone because they haven’t being able to find the vehicle keys and the reservation started an hour ago, additionally the host is not answering the phone. Over 24 hours ago, a guest received an automated message from the host asking them to send $50 via Interac in order to use the lockbox code. Which of the following flags apply to this scenario:
No-show at trip start
Reimbursement misuse
Guest no show
Gray market violation
3.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
3. If a host calls in asking to refund their guest for an Extra that wasn’t used during the trip, which category should you place on this Kustomer’s conversation?
Planning a trip
Modifying a trip
General billing and earnings
Reimbursements
4.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
4. A guest contacted us to report that the vehicle was involved in a minor accident and had some damage on the brakes. Which reason did we use to restrict the vehicle?
Maintenance
Damage
We don’t restrict accident damage-related cases, we educate the user about reporting damage.
5.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
5. If we receive a guest’s report related to mechanical issues and the vehicle is a classic model, how do we need to handle this case?
Restrict the vehicle and flag the reservation.
Contact the host and ask him how long it will take to repair the vehicle and snooze the conversation. No restriction is needed.
Assign the conversation to Canada | Ops
6.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
6. A Host submitted a Reimbursement request for gas but later on he realized he placed the wrong charge amount, he wants to change it but now the reimbursement tool won’t let him. He contacts you asking for a manual reimbursement, you confirm
that the evidence is legit and proceed to create the invoice, should you place a flag regarding this inconvenience?
Yes, “Missed reimbursement opportunity” flag
No, in this case, it is not correct to place a flag
7.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
7. A Guest reported a check engine light (there is valid evidence uploaded on trip photos) and we contacted the host to ask how long it will take to repair the vehicle. Should you place a flag regarding this inconvenience?
No, in this case we only need to put the restriction on the vehicle.
Yes, “Maintenance, vehicle quality, safety
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