Maintenance Check 2/10 - 2/16
Is a user does not enter their email before closing the payment wizard, what should you do?
Write: "Let me know if you have any questions about our service"
Use the hesitation script- "I'm sensing a bit of hesitation..may I ask why?"
Explanation: If a user does not enter their email before closing the payment wizard then they (probably) haven't seen that the service costs money and so we want to ask them if they have any questions about the service.
If a user/client wants to call you and has never called in before and/or have never entered their phone number, what command(s) should you use before they call in?
/getphone
/getcall
/expectcall
/callexpect
When should you do /expectcall and /getphone?
Before giving the user/client the company phone number
After giving the user/client the company phone number
What channel(s) should you read 100% of all @channel tags? Click the one(s) that apply
#general
#announcements
#helpingclients
#techsupport
If a user enters their email before closing the payment wizard, what should you do?
Write: "Let me know if you have any questions about our service."
Use the hesitation script- "I'm sensing a bit of hesitation..may I ask why?"
Where can you NOT give a consultation? Please select the one(s) that apply
On the phone
On Discord
On the Site
Through email
What 2 scripts should you initially use when starting a consultation? Check all that apply
"Just a bit of background first.."
"Can you tell me what happened that led to the break up?"
"Can you tell me exactly what was said when the break up was initiated?
The script corresponding to the break up reason
"Have you been in contact since the break up?"
If you're on a phone with a client and want to start the timer, what command should you use? Type it in as you would in a chat room
If you missed a call from a first time user, what commands and/or scripts should you use? Select all that apply
//missed
/getphone
/expectcall
No command/script is needed. Can say "sorry we missed your call. How can I help you?"
It's okay to multi-task a coaching session with something else (company meeting, coaches meeting, netflix, etc.)
True
False
If you want to lookup an email "banana@gmail.com" what would the command look like? Please type it in as you would on the site
Where can a client access their "My Account"?
Top left corner of the site
Top right corner of the site
By typing in /MyAccount
Where can a client request a certain coach or a new coach? Please select the one(s) that apply
My Settings
My Account
Session History
What does the heart symbol represent?
How many sessions a client has had
How many credits a client has
The clients balance that they owe us
When should you read/catch up on all of the @channel tags in #announcements?
Whenever is most convenient during your shift
At the very start of your shift
You don't have to catch up
How can you find a client's session history? Please select the one(s) that apply
0%
0
0%
0
0%
0
0%
0
It's okay to mention how much a client owes us (Balance) in a check-in to have them prepared for next time
True
False
How can a coach clear a clients balance?
By using the command /balance
They can't. Only admins and clients can clear the balance
By looking in the clients "session history"
If a user asks about your qualifications and ask specifically for educational background, its okay to provide that information
True
False
What is the goal of a consultation?
By understanding what their concerns are and where they need coaching
By getting as much info about the break up as you can (when it happened, how it went, etc)
By coaching them
What should the consultation questions help provide? Select the one(s) that apply
Help you understand what kind of help/coaching the user wants/needs
Get a better understanding of what happened in the break up and/or the relationship
Build a good rapport with the user
How long should your messages be to users/clients before pressing "enter" to start a new chat?
1-3 sentences
A few words
How ever long it needs to be to get your point across
Does it help when these quizzes are once a week? Or should they be spread out more, for example: every two weeks?
Yes they should continue to be done weekly.
No they shouldn't be done weekly.
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