Tier 1 March PKT

14 Questions | Total Attempts: 32

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Tier 1 March PKT

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Questions and Answers
  • 1. 
    What are we offering to the attendees of the Professional Business Women of California conference (or PBWC)?
    • A. 

      Free shipping for up to 10 kits in one order

    • B. 

      25% off Health+Ancestry kit

    • C. 

      $30 off one Ancestry kit

    • D. 

      $20 off one Ancestry kit or one Health+Ancestry kit

  • 2. 
    ____________ sent free shipping emails to 7 million of their subscribers starting March 29th. The promotion will last until April 4th
  • 3. 
    What should you do if customers are still unable to print their reports after checking that their browser and other configurations are up-to-date?
    • A. 

      Escalate to PH Product

    • B. 

      Escalate to Tier 2

    • C. 

      Advise customer to use a different device.

    • D. 

      Have the customer clear his computer's cache and cookies

  • 4. 
    Since all remaining accounts should be transitioned by the end of summer, what macro should apply to all remaining OldDot accounts who are asking about timing?
    • A. 

      When will I be transitioned?

    • B. 

      Updates to OldHealth Reports?

    • C. 

      What reports will I receive?

    • D. 

      Can I upgrade/Do I need to upgrade?

  • 5. 
    For samplers undergoing re-analysis, please be sure to confirm the dates in the sample status log using Admin. The _______ DNA quantification event is the date you can use for the date of failure.  
  • 6. 
    For sample status inquiries, escalate samples in the following states:
    • A. 

      Stuck in DNA Analysis for 2+ weeks

    • B. 

      Stuck in Pending Release for 1+ week

    • C. 

      Held samples

    • D. 

      Sample repeating DNA Quantification or DNA Analysis

    • E. 

      Sample received and was previously 'stuck' in DNA Quantification for less than 7 weeks. Sample is now in DNA Analysis

  • 7. 
    For retail kits, customers can begin the registration process either through the main 23andMe page or through the retail landing page at ____________ (this link is listed on the retail kit sleeve)
  • 8. 
    For retail kits, if a customer navigates away from the account before completing the payment process, they will be prompted again to pay the fee when they log back into their account.  
    • A. 

      True

    • B. 

      False

  • 9. 
    23andMe research formerly known as _________.
  • 10. 
    What research topics should you escalate?
    • A. 

      Cognitive Games questions

    • B. 

      I want to enroll in the Lupus Study but I don’t understand this question in the enrollment process

    • C. 

      I can’t change my research consent selection.

    • D. 

      Will my survey answers affect my data/results?

  • 11. 
    What are the 4 channels where customers can send their privacy inquiries?
  • 12. 
    We are not a covered Entity as defined under HIPAA, but have developed our practices to protect customer information in compliance with all applicable laws and industry standards.
    • A. 

      True

    • B. 

      False

  • 13. 
    When escalating a ticket, it’s important to select the correct queue in Zendesk beforeescalating. This will allow Tier 2 to quickly resolve the customer’s issue.
    • A. 

      True

    • B. 

      False

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