Success Training

Create an engaging and professional illustration showing a diverse group of people in a work environment, collaborating on translation projects, with elements that represent different languages and cultures.

Success Training Quiz

Test your knowledge and enhance your skills with our engaging Success Training Quiz! Designed for professionals in the translation and localization industry, this quiz will challenge your understanding of various scenarios and best practices.

Assess your understanding of success handling requests
Familiarize yourself with communication tactics
Understand project management processes
Boost your confidence in handling urgent tasks

21 Questions5 MinutesCreated by EngagingTranslator482

Alice Barnes from Deloitte contacts us with an urgent request - she needs to translate her marriage certificate from Haitian Creole ASAP. Who should handle this?

Support

Success

Let's try pushing to Sales, Deloitte is in the Big 4 after all..

You receive a "Lead waiting outside SDR Hours" alert with the following lead message: "Site translation from English to Spanish, Russian, French and German." You do not have a link to the site and, therefore, word count yet. Who should handle this?

Support

Success

That's website translation, that's not what we do, let's ask Sales to reach out

Someone with domain @psu.edu needs to translate 3 scientific articles from Spanish into English, 4530 words total. Who should handle this?

Support

Success

Hey, let's push to Sales

Unregistered user with email andreirazumov89@mail.ru needs to translate an 8k-word website into 12 languages. Who should handle this?

Support

Success

Wow, that's definitely for sales

You've received a submission through the "Contact Us" form and it contains a question regarding French translation. The name of the requester has not been provided and it is not clear from their email address. How will you start your email?

Dear Sir/Madam,

Hi there,

Greetings,

To Whom It May Concern,

You received a quote request from customer, the request fits what Success handles, and the file is an editable word document in Hebrew. What is your sequence of actions?

Check WC and expertise -> prepare a quote -> send the quote to the customer

Reply to the customer that we received their request and will get back shortly -> Check WC and expertise -> prepare a quote -> send the quote to the customer

Reply to the customer that we forwarded their document for analysis and will get back shortly ->ask BO to check WC and expertise -> prepare a quote -> send the quote to the customer

Let's wait for someone who can speak Hebrew and put the ticket on Pending until then

An unregistered customer sent a 22k-word handbook for translation and has not specified the deadline. What option will you go with?

Ask about the deadline and in the same email send a quote for a 3-part split using a test customer profile, explain how to register and let the customer know that you will be able to send a working payment link once they are registered

Send a quote without splitting the translation, ask about the deadline, and suggest splitting in case the translation is urgent

Send a 3-part split and do not ask about deadline, tell the customer that they should have registered before contacting us, so that we would be able to send them a working link

Let's try pushing to sales, this is too big for Success

You have sent a quote for $1,620 and after 1 follow-up + 48 more hours there is still no payment. Your actions?

Send "Price Quote sent - not paid" canned reply and close

Enough time has passed and we can just close the ticket

Send another follow-up email to the customer, offer a coupon code for $35 and reminding about wire transfer option to save on the service fee

Tell the customer that you are really surprised by their choice and close the ticket

You have received a $500+ purchase alert, it's customer's first ever purchase with us, the project is 12520 words, parameters are correct, and the project has already started. Your actions?

Follow-up on the project till it's ready and close the ticket as soon as the project is signed

Update the customer, tell the ETA, ask about the DL and if they need the translation sooner, if yes - act accordingly, follow up till the project is ready, update the customer, set a 2-week FU to check with the customer later if they are satisfied with the translation

Parameters are fine and the project is in progress - we can just close, no need to follow-up or anything

Email the custoemr saying that they should have contacted success instead of submitting the project themselves

It's 9 pm and you received a lead that came with an empty lead message. The pages they have previously visited are "Become a translator", "Translation Services", and "GetBlend: Localization Services & Solutions For Businesses". Your actions?

Send "Become a translator" canned reply, remove "success_team" tag, add tag "translators" and close

Just close as the lead message is empty

They probably need website translation, so we need to push to Sales

Ask if they are interested in working with us as a translator or have materials for translation, include applicable parts from the "First reply success" canned reply, and close

A new customer contacted us on a Friday afternoon with an urgent business translation request and they need to pay using wire with terms NET+30. The word count is 4000 words and the translation is needed by Sunday EOD California time. Yaron is OOO and so is everyone who can confirm opening minus/NET+30 terms. Your actions?

Send price quote for a 2-part split, inform that we might not be able to get the decision from management regarding the payment terms until Sunday, so we recommend using credit card/PayPal to avoid possible delays caused due to payment

Send a quote for a 2-part split, issue an invoice with NET+30 payment terms as Yaron is off on Fridays and the decision is urgent, and launch the projects

Send a quote without a split and tell that we do not offer NET+30 payment terms

Send a quote for a 2-part split and tell that we do not have NET+30 payment terms

A customer received a quote and says that they would like to have a quick zoom call to discuss the details. Your actions?

Agree and ask them if they are available to have a call right now

Tell that we do not set up calls with customers who are not interesting for sales

DM Solomia, Daniel Gray and Yaron asking who can talk to the customer

Request the customer to provide 2-3 days/times that they might be available, PM Yuliya on Teams, and she'll schedule a call/demo with the client

A customer who is too small for Sales needs to translate a website built on WordPress, WPML is recommended, so BO didn't provide the word count. Your actions?

Ask BO for word count anyway and prepare a quote with HTML files based on it

Recommend WPML to the customer, as to provide the word count from WPML, and prepare a quote and a payment link from "Buy More Credits" based on it

Recommend WPML to the customer, as to provide the word count from WPML, and prepare a quote and a payment link from Wizard based on it

Direct the customer to WPML, send HelpCenter articles and close the ticket

A customer contacted us with a quote request and provided the file for translation and language pair. What is the correct category?

Create project

Explore services

Request Quote

Receive Quote

A customer wants to purchase credits in bulk for future use using wire. What is the correct category?

Payments > Make Payment

Receive quote

Payments > Receive invoice

Receive receipt

If we receive a request from a potential translator in Success Q, should the "success_team" tag be removed?

Yes, the "success_team" tag should be removed and replaced with tag "translators"

No, no need to remove the tag

The ticket should just be closed and that's it

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