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WorksheetsProduct Knowledge Test - ORM May (3)
Total questions: 15
Worksheet time: 8mins
Karishma has shared her experience with us on Twitter that she had an awesome ride in Mumbai, however she heard about legal operational issues. What action should be taken on this?
Tag: Appreciation, Send a response and Share in group (to concur on current Legal Issue)
Ignore
Acche Lal wants to update his mail ID on his captain app. He shared his escalation on Twitter DM.
What are the internal prerequisites before accepting his request?
Wallet balance should be zero
New number should not be registered with us as a customer,
Captain should have not done any rides that day.
Wallet balance should be zero,
New number should not be registered with us as a customer/captain,
Captain should have not done any rides that day.
Wallet balance should be zero
New number should not be registered with us as a customer/captain,
Captain should have done 1 ride that day.
Gangadhar has raised a query on Facebook that he didn't receive money for his last ride.
Where should this be checked, before escalating to any POC?
Profiles Dashboard > Captain
Rider Dashboard > Captain Payout
Dashboard > Captain Earnings
Captain Profiles dashboard > Click on Earnings
What attributes should be included in the TONE OF VOICE while on a call with a customer/captain?
Tick the correct ones:
Speak clearly
Take Notes
Use proper language
Be mindful of your volume
Salima is by asking for a callback since she was harassed by a captain on her ride.
You got her ticket, what is the correct action that you should take?
Send the first Response from the existing templates
Put Yourself in the shoes of the Customer and then Respond
Mr Sharma became very rude and arrogant on a call made by you for an issue that he has been facing for a month.
How would you handle this call?
Argue along to prove yourself right
State that we'll call back
Stay calm and Give a relevant TAT to Mr Sharma and Follow up
Hang up the call since Mr Sharma is not behaving properly
Tick on the Correct Sentence:
Hey there, we'd like to assist you. Would you mind sharing your contact details?
Hey there, wed like to assist you, Would you mind sharing your contact details?
Vipul's app is not working, he is unable to login to the customer app.
He shares a screenshot that says 'Login Limit Exceeded', how should you proceed with this?
Check on Profiles Dashboard if he is registered both as a customer and captain
Ask him to share his IMEI number
Get his number and escalate to tech support
Yasho purchased a pass on the 10th of May but is not able to utilise the benefit of the pass and has requested to cancel the pass.
After asking the details and checking on the Subscriptions dashboard on her profile, you find that its a genuine case.
What is the correct action on this?
Mail to techsupport and prasadms
Escalate to Tech Support, Priority - Urgent
Cancel the pass and Refund from Subscription logs
Sushila raised a captain behaviour and cancellation issue with support team. With no proper resolution, she came on twitter with her grievance.
You got her details and found an existing ticket on the same issue on Freshdesk with CS team.
What should be done?
Add a note on Freshdesk ticket, Tag - socialmedia and ask CS team to update
Change group to ORM team, Tag - socialmedia and add a note about the action taken by ORM team
Create a child ticket with ORM team and take action
Captain has requested to update his city. On probing you found a freshdesk ticket as well.
How should this be actioned upon?
Send request via mail to city ops
Change group to ORM team on FD, and update his city and details
Update his ID from supply dashboard
For Engagement Activity, which one of the following should not be done?
Sell Rapido and its services
Engage on Brand Post
Use Short crisp relatable content
Pick up trends
While working on Engagement Activity, how should trends be picked up?
Trends within ____
1 hour
2 hours
1 day
2 days
Vishal raised a concern that he got a notification of a RIDE50 for his first ride, but he didn't get the benefit.
Where should you cross check the terms and conditions of the Coupon?
Rapido Dashboard > Offers > Ride Based
Profiles Dashboard > Transaction Details
Rapido Dashboard > Offers > Location Based
Campaigns Dashboard > Customer Number
Ravi Sahnkar is stuck on an invoice screen on his captain app, He says that his customer has given him cash, but his screen is not moving.
What should you guide him to do?
Collect number and Escalate to Tech Support
Ask him to wait for 15 mins and Tap on Collect Cash
Ask him to reinstall the app
Ask him connect with CCC for live support
