Notes

Any compensation offered without customer asking for cancellation will be marked as ?
INTENT
ZTP


In Minimum order value based Free Delivery plan is there any distance capping
No


In which below concern Zomato coupons are available ? (Select all Correct Answers)
Wrong order
Missing item
Poor packaging
Poor quality


Maria : "I don't understand why my order is taking so long to deliver, if it doesn't reach on time I'm not paying for it. Better get this done quick!" (OTG - Cod order) Will you use the tag OTG denied cash
Yes


Validity for OTG Promo code is?
7 days


How many types of Free Delivery Plans are there other than Zomato Gold membership?
3


What happens after ‘OTG(NDG)’ order get delayed? (Select all True options)
The promo code can be redeemed on any order within the next 7 days
In case the order is delayed, Cx will be eligible for ₹100 promo code
After the order is delivered, Cx needs to claim it within 24 hours


In case of Delay, which of the below are correct? (Select all Correct Options)
Share the Order status information available on the smartplugs/lifeline.
Call DP/MX only when Customer is unhappy with the information shared.
Inform about the current status of the order with Kms and ETD.


When to use the Tag - Fraud suspect (Select all correct options)
When DP Requests cash from the customer for the online paid orders
When DP Requests cash from the customer for the cancelled orders
When DP Pretends to be restaurant partner and ask the customer to cancel the order and not to place order from Zomato


Order is delayed for 59 mins, will you proactively compensate the Cx for delay?
No


Select all correct Updates for Zomato Coupon:
This coupon will be auto-applied in customer's cart
Always pitch for the Zomato coupon [wherever applicable) and explain its benefits
Inform the customer that this coupon can be combined with other promo codes while placing the order


( Select all the scenarios where tag - DP fraud-Asking for cash will be applicable)
When the delivery partner (pretends to be a restaurant partner over the call informs the
customer that:
Their order is getting cancelled due to device or delivery partner issue.
Assure customer to deliver the order offline through restaurant delivery partner.
Ask customer to pay in cash for the order to the new delivery partner.
Insist that the customer should cancel the order via Z support and also ignore any support calls.


If you inform the CX "I will make sure that this feedback is shared with the relevant partner" and do not share the feedback, or inform the Cx "We will ensure that you never face such issues in future", is that Fake assurance?
Yes


Firdaus came up to the chat and asked can she combine Zomato coupon and promo together on the same order?
Yes


Order is delayed for 61 mins, Cx is adamant about cancellation will you offer proactive compensation for delay in order to retain the order?
Yes


Select the correct Promo Pitch:
You're a valued customer so we are offering you a refund of INR xx. You will immediately receive a coupon that you can use to place an order now or later. May I process the coupon refund now?


In which of the below scenario Cx may not get OTG offer? (Select all relevant options)
Weather or natural clamities
Bulk orders/ Modification


Cx said that he got the Gold membership plan for INR 149, however his brother is getting the plan for INR 249. which canned response key you will use on chat?
/Goldmembership/pricedifference


Why can't Cx see the Zomato Gold Discount offer (Cx doesn't care about free delivery) on cart value of ₹199 and above? (Select all possible reasons) (Refer to Help Section for clarity)
Delivery distance. Free delivery charge is only applicable upto 10km


Zomato Gold is a membership-based program that offers which of the following benefits: (Select all Correct Options)
Free delivery and no surge/distance fee under 10km on orders of INR 199 and above
You also get up to 30% OFF on Gold partner restaurants on orders above ₹250 , over and above any other offer
On top of these, you will have exclusive availability of certain delivery restaurants during peak times