Exit Sales and Reservations Quiz - Basic Training This quiz is designed to test whether you know the basics to handle sales and reservations, and you read all of the documents on your portal. Question Title * 1. What is your first and last name? Question Title * 2. When are you allowed to disconnect a call when a customer is mistreating you? Just hang up because the customer is difficult, rude or annoying. Seniors don't need extra time or attention. First, give a professional warning, then end the call if the profanity or emotional abuse continues. None of the above Question Title * 3. Who gets credit for the sale and how do I make sure I get credit? The person who enters the credit card the first time regardless of who did the original quote. The person who's name appears under Service. If you entered the credit credit, it's okay to change the Service to the correct one with your name. None of the above Question Title * 4. How do I see if I made a bonus and how much it was? Ask a manager or coworker. They love to look stuff up that's already on your portal. Click on Reservations Pay on your portal and click on the last tab on the bottom right. You may need to download and install OpenOffice before you can open this Excel file. None of the above Question Title * 5. How can you lookup a customer or reservation? Enter their last name or confirmation number in the black search box on the top right. Then sort by clicking on Pickup Date. If that gives you too many results, try clicking on the Reservations tab, click Search Reservations on the top right, and enter their last name and search. You can narrow it down further by also entering their first name and Pickup or Created in the last week or month. If you still can't find their reservation, try finding their reservation on the calendar by date and time. None of the above Question Title * 6. Why is it very important that you book everything without asking, and regardless of what dispatchers say? Customers have zero patience for I'll call you back or waiting on hold. The first thing they do is call another company, so you just lost the sale and burned the call by not booking it right away. Your job is to make as many sales as possible. Dispatches job is to cover as many trips as possible. Normally, we can always do it. In rare exceptions we send a Lyft as an emergency backup or we issue them a full refund. So be confident and just book it. If it's not blocked in the software by a regional manager or higher, then it's ok to book it regardless of what the local manager says. Local managers are not allowed to block anything. Sometimes dispatchers will complain like it's impossible because they have no vehicle or driver, and then somehow it gets covered. That's their job. Just ignore it. None of the above Question Title * 7. Why is it important to write short internal notes with your first name? We need to know what you did without having to open up a bunch of emails and guess. Short internal notes are better, no need to write a novel. For Example, updated address, miles and price Martha. We really enjoy reading long paragraphs while the customer is waiting impatiently and the phone is ringing. None of the above Question Title * 8. What email do you send if the address is just a city and state? Don't worry about it until the last day. The driver will just drive through the city shouting the customer's name. Address Incomplete None of the above Question Title * 9. What email do you send if you update the price or details on a customer reservation? Updated Confirmation Don't worry about it. If the price or address changes, the customer doesn't need to know. Receipt None of the above Question Title * 10. What should you never do in Ridebits? Delete a reservation. Change settings in the software. Delete a customer. None of the above Question Title * 11. What's our cancellation policy? Full refund - when a manager cancels due to no driver, vehicle and no Lyft is available (Emergency Backup Only) 70% refund - when the customer cancels more than 48 hours ahead of time. 50% refund - when the customer cancels more than 4 hours ahead of time. No refund - when the customer cancels less than 4 hours ahead of time or it's a customer no show. Customer can still reschedule if the driver is not enroute or already arrived; cannot reschedule customer no shows or if they've already received a refund. None of the above Question Title * 12. Do 100% of the tips go to the driver? Yes, always. No, the company keeps the tips and creates a big bonfire of money once a month, so the drivers can never get them. No, we split them. None of the above Question Title * 13. What email needs to be sent if it's an airport pickup and the airline or flight number are missing? Receipt Luggage Airline or Flight Missing None of the above Question Title * 14. Why is there a 30% cancellation fee when the customer cancels greater than 48 hours ahead of time. 30% was already spent on advertising, customer service, credit card processing, software, etc. when they cancelled. Because we make money by charging the 30% cancellation fee. None of the above Question Title * 15. When do you need to change the price on a reservation by Applying Rates under Billing actions. When you change the address, and Recalculate the Distance in miles. Very important to recalculate the miles since the software won't do it automatically. When you change the Vehicle Type to a larger vehicle. When you change the day or time on the reservation. Night time is more expensive, so are weekends and holidays. None of the above Question Title * 16. What do you do if you can't open pdfs on your computer? Download and install Adobe PDF Reader using the link on your portal under software. Just don't worry about it. All your questions can be easily answered by calling or texting management or coworkers at least 15 times a day while they try to answer calls and do their own work. None of the above Question Title * 17. When are customers allowed to reschedule? Normally anytime as long as the driver hasn't left to pick them up and no refund was issued. You use the same reservation and payment. No need to create a new one. Change the order status to confirmed, and send a new confirmation email. It's okay to put your name under service if it was previously cancelled. Anytime even if the driver is already on their way to pickup the customer. None of the above Question Title * 18. Why is our service better? Groome, Super, and Greyhound operate like a bus with a fixed route. We pickup and drop-off at any address in Arizona or Texas Unlike other competitors we respect your time, so you don't have to wait 30 minutes or an hour to get picked up. We also don't add an hour or more to your trip by picking up and dropping off other customers. We don't use small cars like Lyft or Uber, so no Toyota Priuses. All our vehicles are full sized and luxury like a Lincoln or Lexus. Our drivers are all professionally trained to pickup and drop-off at the airport, help with bags, get the door, and engage in friendly conversation or stay quiet, so you don't have to babysit them or repeatedly request a different driver and worry about $10 Lyft cancellation fees. We actually have customer service and an emergency number you can reach 24/7, not just an app. Question Title * 19. How are refunds processed? The customer replies "Refund" to the Cancellation email. The people that do refunds see the email and process their refund manually within 48 hours according to the cancellation policy. When the refund is processed, the person doing it will send a refund processed email to let the customer know it's been done or if they are not eligible. Normally refunds take a day or two to show in the customer's account. None of the above Question Title * 20. If a customer is really happy with the company and willing to write a 5 star review, what email do you send them? 5 Star Review Confirmation None of the above Question Title * 21. Are customers entitled to a refund if they received a Lyft? No, not if they received a ride. Customers are only eligible for a refund if the Lyft did not pick them up. Information able sending a Lyft as an emergency backup is on their confirmation email. Yes, the difference between what they paid and the cost of the Lyft. None of the above Question Title * 22. What email needs to be sent after a driver is assigned and prior to the customer being picked up? Driver Name and Phone Number Confirmation None of the above Question Title * 23. What should you never do with your company phone? Forward your calls Use your phone's hotspot for personal stuff like videos, music, pictures and social media. Use your phone's hotspot to book on your laptop instead of your home's wifi except in emergencies. Talk to your friends, family or boyfriends on your company phone. Put the phone on silent or ignore calls when you are on the clock. Question Title * 24. When are rides no sharing and nonstop? Most rides are no sharing and non-stop (95%), but we only promise no sharing and nonstop if the customer pays for the optional upgrade ($24.95+ depending on the vehicle type). All rides are no sharing. None of the above Question Title * 25. How do you answer the phone correctly? This is ________________, what's up or what do you want? Airport Shuttle, how can I help you? Hi, how can I help you? Airport Shuttle, this is _____________. We go door to door anywhere in Arizona or Texas 24/7. How can I help you? None of the above Question Title * 26. What do you do if it's been more than 30 minutes and you haven't received a call? Restart your phone. Update your phone software if available. Connect to your home wifi and make sure wifi calling is enabled on your phone. If the three things above don't cause your phone to start ringing, text management at 661-448-0515. Text please, don't call. None of the above Question Title * 27. Do customers normally get full refunds when they cancel? Yes, all the time. Almost never; there is a short list of exceptions in the Cancellation Policy. Please read it in detail. None of the above Question Title * 28. How do you handle objections? Redirect them Give them a quote Book it anyway Let the customer take over the call and hang up on you. None of the above Question Title * 29. When are you allowed to use profanity, yell, be rude, or lie to a customer? If they use profanity, are rude, or yell at me first. It's okay to lie to make an easy sale. Never - your job is to protect the company's brand by being professional, and do the right thing every time. Everything you say will be used against the company, it's drivers, and indirectly against everyone that works for the company regardless of what the customer said or did. None of the above Question Title * 30. Can we charge pet cleaning fees for service dogs? Yes No, and no exceptions. No, unless the dog misbehaves in the vehicle. For example, if the dog urinates, poops or exhibits non-service animal behavior. Cats and animals other than dogs are not considered service animals. None of the above Question Title * 31. What is your first goal on every call unless the customer already has a reservation. Give them a quote and explain why we're better. Often you will have to think on your toes and redirect them, so they don't end the call before you give them a quote and make a sale. Customers don't have a lot of patience, so try to earn their trust and move them through the process quickly. Be friendly, respect their time, and avoid making mistakes. Burn the call right away by not redirecting them and take the next call, because you probably won't make a sale if they are calling for a different company or give you some other objection. None of the above Question Title * 32. Why do you answer the phones on the first ring? More customers will hang up and call your competition every second you make them wait on hold. You need to sell more than $150 per hour on the average to earn your sales bonus. More individual sales equals bigger sales bonus every two weeks. If you need more calls, text management, don't just take long breaks and miss out on your bonus. Not answering calls quickly and sharing the workload will get you terminated. Management can see every call you answer, how long you are on each call, calls missed, and how long it's been since your last call. Calls are expensive, and making as many sales as possible out of every call is your job. Question Title * 33. What is the minimum confirmed sales you need to create every hour to earn your sales bonus and not be at risk of being terminated? $75 per hour averaged over two weeks $125 per hour averaged over two weeks $150 per hour averaged over two weeks $200 per hour averaged over two weeks None of the above Question Title * 34. Do you follow the script all the time? No, I just say whatever comes naturally. Yes, most of the time. Yes, all of the time. If I have a better way that results in more sales per call, I need to notify management to change the script. Question Title * 35. What do you do if a customer wants to cancel their reservation? Change the order status to cancelled. Send the Cancellation email. Remove the driver if one is assigned. Tell the customer they can reschedule for free and use the payment as a travel credit when they reschedule or request a refund by replying to the cancellation email. Travel credits never expire. Just leave it confirmed with a driver assigned. The driver and managers love to waste their time, and the driver won't be paid since the customer is due a refund. Reassure the customer so they won't cancel, and then you don't have to do all the steps above. Question Title * 36. What do you do if you can't open Excel files on your computer? Download and Install Apache OpenOffice for free from the link under software on your portal. Reservations Pay is in Excel, so you will probably have to install OpenOffice before you can open it. Just don't worry about it. You don't need to know how your pay is calculated or how well you did during the last pay period. None of the above Question Title * 37. How do I make sure I get paid on time? Fill out the contractors agreement, w-9, and direct deposit form immediately. You should receive an email before you start from Hellosign or Dropbox Sign. Once that's done, text your hours to management at 661-448-0515 every other Monday morning for the last two weeks. Wait until payday. It's okay if I get paid a week late. None of the above Question Title * 38. If you make a reservation inside Ridebits without using the website, what needs to be done that's out of the ordinary? All the emails have to be sent manually when you use copy trip like the quote and confirmation email. Normally the system will send these automatically if you use the website to make reservations. Everything is the same. Nothing out of the ordinary. People don't need quotes or confirmation emails. None of the above Done