Notes

1.For which of the below mentioned cases (select all correct answers), we cannot waive off cancellation fee even for Gold Karma? = dont selecet this option ''Forgot to apply promo code'.

2.For which of the following cases (select all correct answers) we will escalate to SOS safety Hazard and use this canned response: = dont selecet this option ''Delivery Partner not assigned and Delivery Partner not wearing Zomato uniform''

3.What should be the correct sequence of the following while handling a chat? = ECADBF

4.Replacement of meal is not applicable in which all scenarios? dont selecet this option '' Verified wrong order concern''

5.Customer reports on chat that the restaurant partner informed them that few items in the order are out of stock and is asking for cancellation of the order. What should the agent do. Arrange the steps in chronological order? = CBAD

6.Check all the options used for Image validation for any concern which requires image. = dont selecet this option '' Check if the image is taken within 12 hours of EDT ''

7.Which of the following metric is considered into gross negatives? = dont selecet this option '' IR < 2 mins''

8.CX initiated a chat as there was delay on the order, the Order was delayed as it was a Batch Order.
Will you inform the CX that the delay has happened as its a batched order? = No

9.If customer gets to know about batching from the delivery partner during their conversation and they ask you why was the order batched. What will you tell the CX? = Politely explain to the customer "This was done to improve the efficiency of the delivery partners and also reduce carbon footprint"

10.If you are on Chat and you get another chat, will you edit the FR and not offer call to the second chat? = Yes

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? = dont selecet this option ''Abrupt closure and Incorrect/No refund TAT shared