WorksheetsBasic Knowledge
Total questions: 25
Worksheet time: 16mins
How much weight will a client lose on the 5 in 1 plan?
12 pounds
20 pounds
10 pounds
You will only maintain
What is Optavia's mission?
(a)
When does and order receive $5 flat rate shipping?
First-time orders under OPTAVIA Premier
Orders over $250
Orders between $150-$249.99
None of the above
What are the Guatemalan hours that we can transfer to Nutrition support?
7 am to 7 pm
6 am to 3 pm
8 am to 5 pm
9 am to 6 pm
If a client calls to report that tracking number shows his order is delivered but he did not receive it, what case should we create? Is a replacement order needed?
Missing Order Tracer / Replacement needed
Tracking Inquiry/ Replacement needed
Missing Order Tracer / Replacement NOT needed
Tracking Inquiry/ Replacement NOT needed
What are the proper expectations for a Cancel Autoship case?
Client has 60 days to reinstate Autoship on the account and to do not loose the rewards.
Advise about the rewards expiration.
Shipping charge may be reflected on the next Premier Order if Autoship is reinstated in the next 364 days.
Client will not receive 5 free boxes if he/she place an order after a year from the last premier order reflected in the account.
In an Outer Shipper Damage case what are some actions that we need to take.
Offer a replacement or a refund.
Advise client he/she will need to return damaged order and offer a PPL.
Leave case as Closed.
Ask for pictures as a back up.
What are the expectations that we should give when assisting a Return for a refund case?
Client is responsible for any return shipping fees to return consumable products back to Optavia.
Client has 30 days to return the package since the day that the order was placed.
The time frame for the refund to be processed is 1 to 2 business days.
Client can choose the card on file were they want to be refunded.
What are some valid pieces of information that we can ask for a proper verification?
Full Name
Email Address
Order Number
Case Number
Shipping Address
Is a popcorn a fueling? (Yes or no)
(a)
Mention 1 of the programs that Optavia offers.
(a)
From the following options choose the QA/QC cases.
Non-food
Manufacturing Other
Logistic Other
Overage
Find on internal answers the link for how to create a Change/Reset Password (All Markets) case and paste it on the space below.
(a)
Do we need to leave a case when client is just requesting to speak with Nutrition or Coach support?
Yes
No
What is the complete name of the following fueling?
(a)
On a Transfer Request - Client case, if we send the Client Transfer Request FORM to the client. Do we need to fill the information on the secondary field??
(a)
Which ones of the following questions are examples of what we need to ask when working on a health question case?
How long have you been on the program?
Did you seek any medical attention?
Would you like someone from our Nutrition Support team to reach out to you?
What were your symptoms?
All of the above
What case would you create if client reports that he/she received the box in this shape?
(a)
What case would you leave if client reports that he/she received some boxes of the order in this shape?
(a)
Do we assist a coach that wants to return their OPTAVIA business kit?
Yes
No
How many points do you loose when missing "rapport" on a call based on the QA rubric?
(a)
How many points do you loose when you are missing "Complete notes and correct case type" on a call , based on QA rubric?
(a)
How do I find the expiration date/lot number? (paste link down below)
(a)
When do we create a Fraud order report?
When a Coach reports a lead with an invalid phone number or email.
A caller calls to report an unauthorized charge and does not have an account with the company.
The order was fraudulently placed by a third party (ex: eBay, Amazon).
None of the above
Write down below the opening that we have to use to open a call? (Write it in lower, case using an " * " as your name)
(a)
