CA | Knowledge Test T&S cases

1.  A H sent an Audi because the vehicle was returned late and they want their payment for the AUF..

a. Charge the guest if possible

b. Call the guest and ask if they returned the vehicle

c. Check if you can remove the LR hold

d. Add an improper return fee

f. Send a follow-up email to the guest and host

Which steps are correct?

• All the options are correct

• The options a, b, f and g are correct

• The options a, c, f and are correct

• The options a, c, d, and g are correct

• None of the options apply

2. You receive a call from a host who needs assistance to charge his guest for excess distance. However, the trip ended 5 days ago. The host realized this late and they took photos of the dashboard at both start and end of the trip. How can we assist this host?

• Solving reimbursement in favor of the host and Following up with the guest.

• Processing a manual reimbursement for the Host and flagging him for missed reimbursement opportunity

• Solving Reimbursement in favor of the guest since the time to request reimbursement is over

• Processing reimbursement for the host as a one time exception and flagging him for missed reimbursement opportunity.

3. A host is calling you to ask about how to submit a claim due to damage. What would you need to do? 

• Reassign the conversation to the claims department without confirming if the claim was already submitted, because it’s not necessary.

• Educate the customer on the usage of the damage reporting center, for them to know how to submit the claim.

• Apply a shortcut that will transfer the conversation to the claims department.

4. A guest has left this comment to Turo as feedback:  "Charges for cleaning?! Turo bullies its customers, I want my money back, might never rent with you again"

We have the agent's response to this feedback. After analyzing the email sent, what can you infer that could’ve been done in a better way?

• All of the answers.

• The agent should’ve explained to the guest empathetically that the charges were correct.

• The email didn't correctly address the comnplain nor detailed the customer's problem.

• The agent didn't use a connecting statement.

5. A very frustrated guest contacted you because they got a flat tire during the reservation saying: “I’ve been renting on Turo for the last year and it’s always been  impossible to deal with you, I’m tired. I really need a solution RIGHT NOW”, what would be the best answer and possible next steps for this guest once the host has confirmed to make a vehicle swap?

• “Oh sorry for that, I see that you were speaking with the host about it and I’ll go ahead and look for a replacement car for you” 

• “Oh I can see, let’s check your account and I’ll help you get a tow truck immediately”

• “Oh perfect, let me first verify your account fast and I’ll do my best to resolve this. Do you want some travel credit for your next booking?”

• “Oh I can imagine what you’re facing, flat tires are incredibly annoying. But, don’t worry. First of all would you agree to swap the vehicle with your host? If yes, we can go ahead and verify your account to proceed”

6. You receive a call from one of our All-Star hosts about a vehicle quality complaint during the last reservation, the vehicle overheated during the trip and their guest decided to return the vehicle early. What do you need to do with the host in this situation?

• Acknowledge the issue >> Restrict the vehicle >> Leave notes on R and vehicle’s page >>  Send an email to the host asking for documentation

• Acknowledge the issue >> Ask the host to snooze the vehicle>> Leave notes on the reservation >>  Send an email to the host with the correct timeline

• Acknowledge the issue >> Restrict the vehicle >> Flag the reservation >> Send an email to the host with the timeframe to send proof of repairs

• Acknowledge the issue >> Restrict the vehicle >> Leave notes on the reservation >>  Send an email to the host with the correct timeline

7. A guest has contacted you looking for help because their credit card has declined. As you review their payment events, you discover that the card displays an error message saying “TRANSACTION FAILED - Declined”. What would be the correct procedure to follow?

• Inform your guest that there might be an issue with their postal code and they should try a previous address. Then, leave a note on their driver’s page.

• Inform your guest that they should try to contact their bank and resolve any issue with their card. Then, leave a note on their driver’s page. 

• Ask your guest to check their bank app or call them directly to resolve any issue on their end and try again or ultimately, try a different card. No note on the Driver's page required.

• Ask your guest to check their CVV code and try again, then leave a note on the Reservation page.

8. A host has contacted you because they are seeing a decrease in their commitment rate and earnings due to a recent cancellation they had to do for a recent snowstorm. As you reviewed the weather reports, your host’s story is accurate. What do you think you can do to help this host?

• Canceling reservation as Turo following Process: Refunds/Cancellations for Extenuating Circumstances.

• Ask your supervisor for some assistance to reimburse the cancellation penalty back to the host as an OTC and follow up with the host with the outcome.

• Inform your host that you would need photographic evidence to process the cancellation for them according to Process:  Extenuating Circumstances Policy

• Waive the cancellation penalty for the host and require assistance from a supervisor to remove the automated review and exclude the reservation from metrics following Process: Refunds/Cancellations for Extenuating Circumstances.

9. A guest calls you reporting that she cannot book the car she wants, upon your verification process you notice that the account has the “ID fraud risk” hold, what are the appropriate steps for you to follow?

• Transfer to verification right away

• Tell them to log in again into the platform and reboot the app

• Review the “status history” on the drivers page to check VER notation and make sure if it is correct to transfer

•  Tell them to scan de Drivers License for them to get verified

10. A guest wants you to cancel a trip for them, you’re about to make the follow up with the guest and the shourcut says “...We’ll be covering any price difference on your next booking.” Should you send the shortcut like this without editing it?

• Yes

• No