March Knowledge test

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.

• 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. 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. 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. 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. 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. 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. 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

8.  A guest reported that the Host never showed-up at check in. You check the reservation and it has only 2 hours left to end because it started yesterday evening.  Rebooking the guest is no longer possible because they don’t need the vehicle anymore. The host previously completed 4 trips. Which actions do you need to take after this scenario? Select all that apply.

• Add an account flag to the host's account.

• Restrict the vehicle and educate the host

• Cancel the reservation using “Owner no show”

• Cancel the reservation using “Traveler no show”

9. Select the symptoms that you can use to determine the roadside  service needed to dispatch:

• Broken or missing key

• Mechanical issue

• Out of fuel

• Flat-bed tow

• Stuck

10. After reviewing a reservation, you discover that the guest paid cash for parking to the host. What should you do?

• Follow the Gray Market process in order to warn both parties.

• All transactions are allowed for Parking, so no actions are needed

• Assign the conversation to Canada | Ops