I have done about 10 of those. Easy and after you have done it once, the rest are pretty easy. The guidelines state the answers to the questions that a shopper has to ask. So, it's basically checking if the agent provided the correct and full answer to your query. The summary of the call has to be given at the end which is basically the three questions you asked and the answers that were given by the agent. It is not a recorded call so make sure you take notes. Most of the time, the agent says exactly what is given in the guidelines so I basically tick off each item as the call progresses.
Edited 1 time(s). Last edit at 11/27/2018 12:43AM by Mum.