Notes

1.For the delay of 29 minutes, how will your help the Cx? = Apologies for the delay, inform 3W's, and compensate for the same

2.Cx is trying to avail Free Delivery on order above INR 1000 and the item value is only 980 but the final bill is showing INR 1020. What does the CX need to do to get free delivery? = They need to add items worth INR 20 more

3.Cx is trying to avail free delivery offer and is placing an order Pizza (Dominos) worth INR 2000 but he is not getting the option of free delivery why? = Offer is not applicable on Dominos orders

4.The 'Rider Behavior' tag must be applied whenever the customer raises a concern regarding behavior of the
delivery partner. Select all the scenarios in which you will use the TAG: = "Dont select this answer Delivery Partner not wearing mask"

5.When the delivery partner (pretends to be a restaurant partner over the call and informs the customer that: = Fraud suspect

6.If DP requests cash from the customer for the cancelled orders. = DP fraud

7.In case the Silver Cx gets entirely wrong item delivered and has shared proper images of the item he received, do we need to call the restaurant or delivery partner to verify? (Log Order) = NO

8.Do we get the option to offer Promo Code to CX in case of missing order or FND? = NO

9.If you inform the CX "I will make sure that this feedback is shared with the relevant partner" and do not share the feedback, is that Fake assurance? = YES

10.DP met with an accident and we are raising a request for transfer of order to a new DP, will you get the option to cancel the transfer or not? = We need to wait till the order is transferred to another delivery partner and will not be able to cancel the reassignment

11.If the delivery partner cannot deliver the order due to any emergency/reason, what should be done? = We should inform the customer about the same and apologize for the poor experience. Attempt to re-assign the delivery partner and if this is not possible inform the same to the customer and cancel the order. Also proceed with waiving of the penalty charges if applicable

12.After initiating Leave Order Flow on the App ,delivery partner needs to upload a picture of _________ and __________ = Location and Food parcel confirming delivery

13.If a bronze customer threatens to go on social media and using social triggering keywords over the call. Which tagging needs to be done for the same?
= Social Warning on call

14.Shalini ordered 1 Shahi paneer and 2 butter naan. She reported on support that Shahi paneer is missing.
Which tag should be used for this scenario? = Missing Item main item

15.If agent is on call with the customer, they need to maintain IRT on chat. = False. IRT is not considered while on call.

16.A bronze customer threatens to go on social media. Even after pacifying, the customer is using social triggering keywords over the call. This should be transferred to which queue? = Bronze escalation desk

17."We will ensure that you never face such issues in future" - is this false promise to the customer? YES

18.Which of the below option will you follow for saving cancellation: = All of the above

19.Customer is enquiring about corporate promo (ZMMCD**********). What should an agent do? = Ask the customer to mail at [email protected]

20. Which of the following errors will lead process non-compliant or 0 quality score? (select all correct Answers) = "Dont select Abrupt closure and Incorrect/No refund TAT shared "