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WorksheetsPop Quiz!
Total questions: 30
Worksheet time: 22mins
Which statement from the service promise belongs to this image?
Host our community
Take good care
Help everyone belong
Make service magical
Which statement from the service promise belongs to this image?
Host our community
Take good care
Make service magical
Help everyone belong
Which statement from the service promise belongs to this image?
Host our community
Take good care
Make service magical
Help everyone belong
Which statement from the service promise belongs to this image?
Host our community
Take good care
Make service magical
Help everyone belong
What items does Airbnb require for the verification process? Select all that apply.
Email address
Phone number
Profile photo
Official ID
Finger Print
Why do we have a verification system in place? Select all that apply
Identify users
Protect the community
Because we are stalkers
To sell their information online
Who are the founders of Airbnb? Select all that apply
Brian Chesky
Joe Gebbia
Nate Blecharczyk
Mark Zuckerberg
What hospitality standards does Airbnb have?
Good reviews, Cleanliness, Essentials, Accurate listing details, Easy check-in, Communication
Bad reviews, dirty place, nothing to use, missing amenities, difficult check-in, no one answering
Cool place, cool people, nice stuff, great to take pictures and brag about the trip
Toilet paper, Soap, Linens, 1 towel/guest, 1 pillow/ guest
What are the basic requirements Airbnb has for hosts?
Be responsive
Availability
Reviews
Commitment
Be nice
Is a feature that allows hosts to automatically accept reservations, as long as the guest satisfies some requirements.
When choosing to use it, hosts can see an increase in their reservations.
Instant book
Request for a Reservation
Special Offer
Pre-approval
Is a feature that allows listings to be automatically priced based on the demand in the area, and the time of year.
Hosts can use it in order to always have their listing priced competitively, and not having to have to update the price manually.
Instant Book
Smart Pricing
Special Offer
Request to book
Can users have access to admin notes?
No, they will never see them.
Yes, if they request the data that the company has on them.
Are you allowed to share a copy or screenshot of a message a user sent to you with a friend or co-worker?
Yes, there is no problems with that. Let me post it on Facebook.
No, we should never share our users info with others.
Can I share links from Nova Knowledge with the users?
Yes, since we want to educate them.
No, is an internal tool only. We can use Help Center instead.
What information can you use to search in the Nova Landing Page search bar? Select all that apply
Name
Reservation Code
Date of Birth
Driver License
Email Address
What color is the background for an admin note in ticket?
White
Light Red
Green
Yellow
What are some reasons for you to leave admin notes?
Select all that apply.
When escalating the case to another team
When the user requests to speak with a supervisor
When taking over a ticket according to the Community First Policy
If the user fails authentication
When you place an outbound call, what do you need to ask the person on the phone? Select all that apply
If they are the account holder - by confirming you are speaking with [name of account holder]
That the call is being recorded and they agree to it
If its a good time for them to speak about the issue
That you are tired about the issue and really don't want to talk with them.
For an outbound call, if the phone is handed to a different person and you have the permission to talk with them, do you have to inform them that the call is recorded?
Yes
No
What is the Community Center?
A place for hosts to connect and share stories and best practices.
A place for hosts to complain about guests
A place for guests to complain about hosts
A place for guests to connect and share stories and best practices
What is the criteria for a host to be a Superhost? Select all that apply.
Maintained a 90% response rate or higher
Maintained a 1% percent cancellation rate
Maintained a 4.8 overall rating
Completed at least 10 trips OR
completed 3 reservations that total at least 100 nights
Offer guests to take them on a tour
At the beginning of what months are the Superhost statuses reviewed?
February, May, August and November
January, April, July and October
March, June, September and December
When a user has been giraffed, how long do we have to wait before giraffing them again?
5 months
6 months
1 year
What are different booking methods?
Request to book
Instant Book
Special Offer
Pre-approval
Contact them and pay in cash
What are some things that guests and hosts can change in the reservation? Select all that apply
Number of guests
The reservation dates
The listing
The host
How long do users have to leave a review after their stay?
48 hours after checkout
5 days after checkout
14 days after checkout
2 weeks
What are some tools the agent can use for their investigation?
Profile page
Help Center
Nova Knowledge
Reservation page
Dont investigate it doesnt matter
What are the essential amenities we encourage hosts to have?
Soap
Linens
1 towel/guest
1 pillow/ guest
Shower gel
Breakfast
TV
Wifi
1 towel
A roof
A bed
A table
Some chairs
Should you giraffe a politician?
Yes, lets give a good impression
No, we don't want to mess with politics
I want a job with the government
No, but can I keep it for myself?
Are you ready for the next section of the training?
Yes
No
Bring it on!!
Isn't it weekend yet?
