Maintenance Check 2/10 - 2/16 | Take the Quiz

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 you wanted to toss a room to Jack, what would that full command look like?

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

By using the /history command

Clicking on a user icon

By clicking this button at the top

Asking an admin

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

Who can clear a balance (once given the OK from a client)? Check all that apply

Clients

Coaches

Admin

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.

Maintenance Check 2/10 - 2/16

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