1) Seller mentions: "I just took a $300 payment". You introduce yourself and then notice on Regulator that the bank account is not verified. What's your next move? a) Send him to the Instant transfer BOT. b) Explain to the seller the verification process. c) Send him to the Pre- verification BOT. 2) Who should handle this type of question: I just realized that square is not collecting the correct amount of taxes even though I have the correct percentage listed? a) We do set the correct expectations about how taxes work. b) Escalate right away to taxes team. c) Ping SAS right away to make a Jira as something is wrong with that account. d) Send him over to a tax advisor. e) Told him that the IRS should check this for him. 3) In the previous scenario, what do you think could be the more suitable probing questions to make? a) Do you take care of your taxes or another person does? b) When did you notice the tax discrepancies? Also, is this for online or in-person payments? c) You report your taxes to the IRS. d) Do you have your tax preferences set up in your dashboard? e) Are you sure you are checking the correct report for taxes? 4) When it is admitted to use a BOT in a conversation? a) After sending my opening, I can use a bot.  b) If I don't want to work on that case. c) When the seller is specific on his issue, prior to our introduction. d) Whenever the seller needs assistance faster. 5) What should be the probing questions to be made on this issue: "I issued a partial refund, but I can't find the transaction. Can you point me in the right direction?" a) Did you make this transaction by an invoice or in person sale? b) Can you tell me the last 4 digits of the card? c) How did you take the payment? d) How much was the transaction? 6) How would you position the seller when there are many declined payments and there is no way to take them? a) Use your own words to explain (personalize the macro). b) Use only the macro of "Declined payments".

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