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INIA REGEN Exam

Name：

1. A customer reports that their new INIA REGEN device "won't turn on at all." What is the FIRST troubleshooting step you should instruct them to take?

a) Immediately process a replacement, as the device is clearly dead on arrival. b) Ask them to send a video of the issue before proceeding.c) Press and hold the power button for 1.5 seconds. If it doesn't turn on, charge it for up to 2 hours and try again. d) Advise them to use a different mode, as the device might be in standby.

2. A customer is frustrated because their device only seems to work for 10 minutes before stopping. How should you explain this?

a) This indicates a faulty battery. You should apologize and offer a replacement immediately. b) Explain that each full session lasts 10 minutes. After that, it enters standby mode. To start another session, they simply need to press the mode button. c) Inform them that they need to purchase a stronger adapter, as a 5V,1A adapter is not sufficient for multiple sessions. d) Tell them the device is designed to work while charging, so they should keep it plugged in.

3. According to the "User Experience/Education" section for "Not as expected," what is the suggested initial gesture to encourage a customer to continue using the product?

a) A full refund without needing to return the item.b) A heartfelt apology and an offer for a free gift.c) A small gesture of goodwill in the form of a partial refund of $10. d) A 2-year extended warranty upgrade.

4. A customer mentions they have epilepsy and are worried about using the device. What is the correct course of action?

a) Reassure them the device is completely safe and encourage them to try it on a low setting. b) Advise them **not to use the device** due to medical contraindications and assist with a return/refund. c) Ask them to consult with their doctor and get written permission before using it. d) Offer them a partial refund of \$10 to keep the device as a gift for a friend.

5. A customer reports that their device is not charging. The red light is not blinking when plugged in. According to the "Charging problems" SOP, what is a key step to advise?*

a) The device must be turned on while charging for the light to blink. b) Press and hold the power button for 10 seconds to reset the charging circuit. c) Ensure they are using a standard **5V,1A adapter** and that the USB-C cable is securely connected. d) Immediately offer a replacement, as this indicates a critical hardware failure.

6. A customer has used the device for one month and says they see "no results." Based on the expected results timeline, what is the most appropriate response?

a) Agree that the product is not effective and process a full refund. b) Explain that visible results typically take time, with month 1 focusing on reduced oil and a fresher scalp, and Month 2 on healthier follicles. Encourage continued use. c) Suggest they switch to "Boost Mode" and use it three times a day for faster results. d) Tell them that the device doesn't work for everyone and offer a 50% partial refund.

7. When a customer reports "Missed/Wrong Parts or Items" (e.g., missing Hair Growth Mousse), what is the first thing you should ask the customer?*

a) To send a video of the empty box.b) To check with others in their household, as all packages are weighed to confirm contents before shipping.c) If they would prefer a full refund or a replacement of the whole unit.d) To confirm the weight of the package they received.

8. Which light mode combines 655nm Laser, 460nm Blue LED, and 850nm Near-Infrared, and is intended to control oil and reduce inflammation for oily scalps?

a) Basic Modeb) Revive Modec) Forehead Moded) Clarify Mode

9. What is the correct procedure if a customer wants to initiate a refund for a price difference, but they have already opened a refund request on TikTok?

a) You cannot process a partial refund if a refund request is open; they must wait for the first request to be denied.b) You can process the partial refund directly through Zendesk, and TikTok will automatically close the customer's request.c) You must ask the customer to cancel their current refund request first due to TikTok's system limitations. Once canceled, you can process the partial refund.d) Report the customer to the manager for attempting to get a double refund.

10. What does the battery indicator show when the INIA REGEN is fully charged?

A blinking red lightA solid green lightAll lights turn off automaticallyA solid red light

Part 2: Multiple Answer (Select all that apply)

11. According to the FAQ, which of the following are valid contraindications for using the INIA REGEN device?*

EpilepsyOily scalpPregnancyPhotosensitive disordersPostpartum hair loss

12. A customer reports "Suspected product quality issues" and says the device "does not work." According to the classification guide, what are the appropriate steps?

a) [ ] Immediately classify it as a "Product Quality" issue and process a replacement.b) [ ] Ask the customer to shoot a short video demonstrating the issue.c) [ ] Send the troubleshooting steps from the reply template (e.g., low battery, correct usage).d) [ ] If the customer is uncooperative in providing details after two attempts, escalate the case to a manager.e) [ ] Ignore the request if the customer doesn't reply within 24 hours.

13. In which scenarios is it appropriate to offer a customer a partial refund?

a) [ ] When a customer is simply impatient and doesn't want to wait for results.b) [ ] When a customer has a contraindication that prevents them from using the device.c) [ ] When a customer reports a price difference due to a current promotion.d) [ ] When a customer claims a part (like the Hair Growth Mousse) is missing, and we don't have the part in stock to ship.e) [ ] When a customer leaves an "Empty Review" and you want to encourage them to give the product another try.

Part 3: Subjective / Constructed Response

14. A customer service agent receives a case where a customer has requested a return and refund, but the reason selected is "Seller Fault" for a product quality issue. According to the final note in the document, should the agent try to get the customer to change the reason to "No Longer Needed"? Explain the current company stance on this practice and what the agent's primary goal should be instead.

15. A customer messages support and says: "I want to return this. I bought the wrong color—I wanted the pink one but got the black one by mistake. It's still unopened."

Based on the "Users Reason" section for buying the wrong product/color, outline the step-by-step process you would follow to handle this situation. In your answer, please address the following:

What is the first offer you should present to the customer, and what is the value?
What specific action must the customer take for you to process this offer, and why?
If the customer declines your initial offer, what should you do next?

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