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WorksheetsR1 Internal Assessment
Total questions: 18
Worksheet time: 9mins
Name
Class
Date
1.
A guest was automatically issued a $150 USD HC coupon after their host cancelled their reservation. The guest then informs you that the only available listing in the area costs more than the amount they can pay and the HC coupon combined. Upon checking the listing, you can see that they will need an additional $50 USD. You get an approval from your Lead to increase the HC coupon to $200 USD. How much is the total amount that will be considered as a loss?
a)
a) $200
b)
b) $50
c)
c) $200 plus taxes
d)
d) $0
2.
Dragunov who speaks German called but doesn’t speak English. You are not fluent in German and can only support in English. From the guest’s Nova page, you noticed that there’s only one reservation under their account and is scheduled to take place in 3 weeks’ time. What are your next steps?
a)
a) Inform the guest that they have reached the English hotline, provide them the German hotline and ask them to call that number instead.
b)
b) Attempt to communicate with the guest in English, if they are still unable to understand you, apply the German language macro to handoff.
c)
c) Consult your Lead to triage this ticket accordingly.
d)
d) Transfer the call to the German queue.
3.
Host Jigen needs to cancel his future reservations because their landlord has given them a memo that starting tomorrow all bookings will be disallowed. How will you proceed?
a)
a) Request an official letter or notice from Jigen's landlord or HOA that outlines the new rules and regulations for short-term rentals, CBA all affected reservations and walk her through the process of deactivating her listing(s).
b)
b) Process a CBA for James' reservation only as he was the only one who contacted Airbnb. Wait for Bernice or the rest of her guests to contact Airbnb on their cancellation requests.
c)
c) Inform Bernice that she needs to honor the existing reservations and walk her through the process of deactivating her listing(s) to prevent new reservations from being made. If she insists on cancelling the existing reservations, explain that penalties will apply.
d)
d) Escalate to Regulatory Response.
4.
Host received a review from a guest and informed the support ambassador that the guest has lied on the review with documentations, do we hide the review?
a)
a) You should hide the review because the guest lied
b)
b) You should not hide the review
c)
c) Check the review relevancy category first and the guide for review assessment before coming up with a decision
5.
If a guest alters a long term reservation, will he receive a refund?
a)
a) He will not receive a refund unless he requests it from the host and the host agrees.
b)
b) He will receive a refund base on the long term alteration guidelines.
6.
Which Mediation Technique would you classify this following statement as? "I understand that the reason you booked the elevator in the home. Could you share more with me on why you booked this trip?"
a)
Generating Options
b)
Surfacing Interests
c)
Communicating the Outcome
d)
Elaborating the Explanation
7.
Do we require documentation if the user reports a large scale incident (e.g. natural disaster) that prevents them from leaving their area to travel to the listing?
a)
a) Yes we require documentation
b)
b) No need for documentation since we have the banner on top of the Nova Reservations page.
8.
Based on the Refund Guidelines and Losses workflow, what should you do if you will process a loss of more than $200?
a)
a) Proceed with 4 Eye Consult process and wait for approval.
b)
b) Proceed with processing the loss and just place an admin flag, no need for 4 Eye Consult.
9.
When do we follow the "Rebooking Without Funds" workflow?
a)
a) All the time, as long as the reservation is is CBH/CBA
b)
b) When you want to define loss to compensate the guest for a negative experience
c)
c) When the guest explicitly mentions that they do not have funds to pay for their reservation and they have not received their refund
d)
d) When it's a host has an extenuating circumstance cancellation
10.
Daryl's 3 day reservation was cancelled less than 48 hours before his check-in. He paid using his credit card which means that his refund will take 5-15 business days. If we will follow the Rebooking Without Funds workflow, how much will we cover for his new reservation?
a)
a) 20% of the new reservation
b)
b) 40% of the new reservation
c)
c) 50% of the new reservation
d)
d) 100% of the new reservation
11.
In order to process the reimbursement of the hotel costs of the guest, what documentation do we need?
a)
a) Picture of the hotel
b)
b) Picture of the hotel room
c)
c) Official receipt from the hotel
d)
d) Video of the guest checking in in the hotel
12.
When do we reimburse the guest for their hotel stay?
a)
a) If their hotel reservation is cheaper that their Airbnb reservation
b)
b) If their Airbnb Reservation is more expensive than their hotel reservation
c)
c) If their hotel reservation is more expensive than their Airbnb reservation
d)
d) If their hotel reservation has the same total with their Airbnb reservation
13.
Guest Sheldon stayed at Penny's listing for 4 nights. On the last night, she had experienced a power outage for 2 hours. Sheldon gave Penny 1 star for her stay and wrote “Worst Host ever” on his public review. Penny reached out to CS and complained that Sheldon threatened him. Upon investigation, you noticed on the message thread that Sheldon said “If you don’t refund me for the last night because of the power outage, you can expect a terrible review”. What should you do with Sheldon's review and what category of Review Manipulation does this situation fall under?
a)
a) You should hide the review because intimidation is involved
b)
b) You should hide the review because extortion/incentivization is involved
c)
c) You should not hide the review because this is not a competitor review
d)
d) You should hide the review because this is a competitor review.
e)
e) You should not hide the review because there is no intimidation or extortion/incentivization.
14.
For the following scenario, under the Mediation process, which question/statement will you NOT use on your first contact with the user? Guest Harry called in furious to exclaim that he just received an email stating that Host Ron had cancelled the reservation. Check-in is in 8 days and Harry wants us to find him a new listing.
a)
a) I know the situation right now is stressful, but I just want to reassure you that you’ve reached the right person.
b)
b) I'm sorry about the cancellation. I would like to give you a $200 coupon for the inconvenience caused.
c)
c) Could you tell me more about the details of the trip? It would let me assist in the best way possible.
d)
d) Here is what we are going to do. Once you have sent an inquiry to the potential Hosts, let me know and I'll be happy to give them a call to expedite your rebooking process.
15.
Host Catherine double-booked the listing on another short-term rental platform, but encouraged Guest Annie to cancel to avoid cancellation penalties. Annie reached out to us to seek advice as he does not know what to do. Upon investigation, you are able to confirm Annie's claim on the message thread. You should take the following actions with Host Catherine EXCEPT:
a)
a) Request direct confirmation from Host Catelyn of her need to cancel
b)
b) Provide a deadline of a maximum of 72 hours for a response
c)
c) Complete the Host Standards Nova Form with details of case.
d)
d) Add note Admin Flag to Host’s account: Documented Host Commitment Violation: (_ticket number_).
16.
Which of the following statements regarding HC coupon is true?
a)
a) The coupon is valid for 90 days after cancellation
b)
b) The coupon is valid for 30 days after cancellation
c)
c) The coupon will apply to the new reservation, regardless of total cost
d)
d) The coupon amount is 30% of the total cost of the reservation
17.
You received a transferred call from a CE Support Ambassador related to a R1 concern, the user wishes for another Support Ambassador to help her out with her cancellation request. What will you do?
a)
a) Take the call and take over the case
b)
b) Take the call and advise the user that you will be reaching out to the original Support Ambassador as you don’t want to bypass them
c)
c) Do not take the call and advise the CE Support Ambassador to tell the user that you will update the original Support Ambassador, since they know what the case is all about
d)
d) Take the call, assist the user, but reassign the ticket to the original Support Ambassador to follow up and solve.
18.
It’s your birthday this weekend and you received approval for your 1-week leave, starting tomorrow. You have 5 tickets in your inbox - 2 from APAC, 2 from NA and 1 from EMEA. 3 of the reservations for these tickets are cancelled while 2 will begin in 4 days. All of them are still unresolved and will require follow-ups. Which handoff process will you follow?
a)
a) Handoff the 2 tickets with upcoming check-ins, while you keep the remaining 3 inactive tickets in your inbox. You can continue working on them when you return from your leave
b)
b) You should handoff the tickets depending on which region they belong to
c)
c) Consult your Lead to triage the tickets accordingly
d)
d) Send an email to your teammates with the ticket links for them to ""babysit"" while you're out of office. They can check on it from time to time on your behalf
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