Mercury MSG Rubric I Scavenger Hunt

Soft Skills & Grammar I When should it be marked down that genuine empathy wasn't demonstrated?

• If the emotional impact on the seller was ignored

• If empathy was not required for the situation

• If the seller received validation for their concerns

• If the responses aligned with the seller’s emotions

Soft Skills & Grammar I When should a markdown occur for enthusiasm throughout the interaction?

• If the tone was warm and friendly

• If the tone showed impatience or frustration

• If the seller felt encouraged throughout the interaction

• If enthusiasm was consistent during the chat

Soft Skills & Grammar I When is it appropriate to mark down for lack of tailored support?

• When responses were adapted to the seller’s style

• When emotional cues were ignored

• When the seller’s needs were prioritized

• When rapport was successfully built

Soft Skills & Grammar I When should grammar errors lead to a markdown?

• When two or more major typos or grammatical issues occurred

• When minor punctuation errors were present

• When messages were formatted for clarity

• When the seller’s understanding was not impacted

Soft Skills & Grammar I What defines a situation where a major grammar error warrants a markdown?

• When the error changes the meaning of a message

• • When the message is concise and clear

• When the error is a minor spelling mistake

• When the error does not affect communication

Issue Resolution I When should inaccurate information result in a markdown?

• If the seller’s issue was resolved despite minor errors

• If incorrect details led to confusion or delays

• If additional details were provided correctly later

• If follow-up actions were communicated effectively

Issue Resolution I When should a markdown occur for omitting important resolution details?

• If the omission did not impact the seller’s issue

• If critical information necessary for resolution was missing

• If the seller confirmed their issue was resolved

• If the analyst provided a clear action plan

Issue Resolution I When is a seller’s issue considered unresolved for markdown purposes?

• When all relevant steps were followed correctly

• When the seller’s main concern was not addressed

• When accurate information was provided

• When the resolution did not require follow-up

Issue Resolution I When should providing irrelevant or unnecessary details result in a markdown?

• When the information confused the seller or delayed the resolution

• When extra details helped clarify the situation

• When the seller appreciated the additional context

• When the issue was still resolved efficiently

Issue Resolution I When should a markdown occur for not providing complete information?

• If the issue resolution was successful without follow-up

• If key details were missing, affecting the resolution

• If irrelevant information was included in the response

• If follow-up was required as part of the process