Assessment - 21st March 2022 to 30th April 2022

Marrow user for last 3-years, requests for extra group discount for renewal. How would you guide the user?

• Deny extra discount on the plan and guide the user towards pro page

• Share field representative contact details

• Check Ikigai and suggest RENEW coupon code if eligible and describe the price benefits, also check for champion concept

• Suggest VITAL coupon code as the best discount available on web and app

A user is starting his Clinical year, he reaches out to us asking for Plan Details and which duration should he be purchasing to cover the NEXT/NEET PG exam, which plan would you recommend the user?

• Plan C 12-months

• Plan C 24-months

• Plan C 36-months

• Plan D 24-months

Parents reaches out to us asking for information on available Plan Details. In this case, what are the basic probing questions we should ask before sharing plan details?

• 1. Ask for UG course details

  2. Share the available plan details directly

• Will not share any plan details and request the parent to ask the student to get in touch with us for plan details

• 1. Ask for the registered email ID for Marrow account

  2. Inform that details will be shared via email

  3. Ask the Marrow account holder to get in touch with us for Plan Details & Offer

• 1. Ask for Year of Study

  2. Ask for the College Name

  3. Confirm the email ID to share the details

  4. What is the preparation level?

User reaches out to us stating that he has made the payment via UPI mode but the plan is not active, the user also states that he has made the payment via previous UPI request received from our end. What should you do and inform the user?

• 1. Check ikigai for the latest payment status

  2. Check if the user has made the payment directly to the UPI ID

  3. Inform the user to raise a chargeback with the UPI merchant or respective bank

• Inform about payment failure and ask the user to make the payment once again

• Will inform the user that the plan will be activated within 24 - 48 hrs

• Move the ticket to Accounts bucket for the refund to be processed since the payment is successful

A 4th year student is requesting for a plan along with notes, what would you suggest in this case?

• We will guide the user towards Plan C 24-months and ask the user to purchase the Edition 5 notes separately

• Will guide the user towards Plan D 24-months purchase

• Will suggest Plan C 12-months and ask the user to wait for Edition 6 launch to purchase notes

• Will suggest Plan C 6-months and share PDF of MED80 & Revision videos

User reaches out to us stating that he needs an option to solve QBank modules topic wise once again for each of the subject, what would you inform the user in this case?

• Deny the request by stating we do not have an option to solve QBank topic wise and take it as a feedback

• We can inform that QBank module is available as topic wise and he can solve the same

• We will take it a feature request and inform the user the same

• We can guide the user towards creating custom module topic wise & subject wise

User has written an email stating that his Marrow app is not working properly, in this case what is best method to address the query?

• Try reaching out to the user to check for the issue, identify the exact issue(s) and suggest SOP based troubleshooting steps

• Ask the user to elaborate the issue

• Ask the user to share screenshot or video grab of the issue being faced

• Ask the user to elaborate the query, suggest basic TS steps and ask additional questions

Is toggle feature available in Custom module?

• No

• Not sure

• Yes

• Available on Web

PG student reaches out asking for plan details, which all plans are available with us which could be suggested to the user?

• NEET PG & PGCDM

• Final Year Practical Guide

• PGCDM

• NEET SS Medicine & Surgery & PGCDM

User replies on the RENEW reminder email saying that the price is out of their range. How would you elegantly respond to the user?

• Inform the user this is the best offer available for him/her

• Inform there are no further discounts and prices change regularly

• Inform the difference between EDGE6 and on top of that RENEW, the benefits of RENEW

• Inform to get in touch with their College rep for more discounts