New Hire Comprehensive Training Quiz (V2 - Edited 3/16/18) - COPY FOR BACKUP
How do you hide a message in a room that's been sent?
Double click on any message to hide it
Right click on the message to toggle the hide button, then click it
You cant hide a message that's been sent
You can hide a message from SMS users after its been sent
True
False
How do you answer the phone when a user or client calls in?
Hi, this is [name] with Relationship Hero, how can I help you?
Hi, this is [name] with Relationship Hero, how are you doing today?
Hi, this is [name] with Relationship Hero, what seems to be your issue?
Are you able to help a user whose ex is under 18?
Yes
No
You're on the phone with a client and they're ready to enter their payment info. How do you collect the info from them?
By doing: /set creditcard cardnumberhere
By simply writing the card number in the room
Contacting an admin
None of the above
What options should you consider when seeing this? Please click all that apply
Toss room
Host room
Wait for auto-toss to toss it for you
When can you disable autobid
Never
After talking to an admin
If its going crazy. (i.e. More than 1 or 2 rooms are coming in when all experts are busy)
Within how many hours should a user/client's FIRST forum post be answered?
24
10
15
48
You want to suggest a client to send the following message "Yeah that sounds great. Got any plans for the weekend?". To make it easy for them to copy the message, how would you format your suggestion before sending?
In quotes: "Yeah that sounds great. Got any plans for the weekend?"
With a greater than sign: >Yeah that sounds great. Got any plans for the weekend?
As you would write any message: Yeah that sounds great. Got any plans for the weekend?
'@channel' gets tagged in many different channels on slack. What channel(s) must you read all the @channel tags from? Check all that apply
#helpingclients
#random
#announcements
#showandtell
#techsupport
#announcements-feature
How would you find the keyword that a user Google searched for before seeing our ad?
/lookup keyword
Click on any of their user icons and look for "keyword"
Ask the user what they searched for
You're talking to a client and want to end the session. What order would you do the following command?
/end ----> /wn
/pause ----> /wn ---> /end
/pause ----> /wn
/pause ---> /end ----> /wn
If you're talking to a client in a session and it goes into the company meeting time, what option(s) do you have? Click all that apply.
Tell the client you need to go to a meeting and leave.
Ask client if they have time to talk after the meeting because you need to go to a meeting. If they say they DON'T have time then its still okay to stop the session if you want to attend the meeting.
Multi-task with doing the session and being in the meeting while leaving microphone on mute.
Tell the client you have a short meeting coming up and ask if they're ok with talking in an hour or prefer to continue now. If they prefer now, then you should stick to the coaching session and listen to recording later.
If a client wants a refund and no admin is available, what should you do?
Give a refund and contact admin about it.
Contact an admin about the request and let the client know you've notified the support team.
If a user/client wants to call you and has either not called in before or never entered their phone number, what command(s) should you use?
/getphone and /callexpect
No command is needed. You can just tell them to call the number on the upper-right corner of the site.
/getphone and /expectcall
How many minutes can you wait (to on brb) for a client?
However long it takes
10 minutes
15 minutes
5 minutes
You should never wait for a client
If you missed a call from a first time user, what commands/scripts should you use? Select all that apply
/getphone
//missedcall
//missed
/expectcall
If you want to merge the account BigDog into LittleCat, what command would you use and in what room would you put the command? First write the room that the command would go in, followed by a space, and then the command. So you'll enter [roomname] [space] [full command]
What (2) scripts should you initially use when starting a consultation? Check all that apply
"Just a bit of background info first..."
"Can you tell me what happened that led to the break up?"
The script corresponding to the breakup reason
"Have you been in contact since the break up?"
Can you run the timer helping a client that is an abuser and/or have been abused get back together with their ex?
Yes, but check abusive relationship guide on how you can help
No, but check abusive relationship guide on how you can help
Can you give a full consultation over the phone if a user asks for one?
Yes
No
Which of the following is correct?
"We can talk more about this in a coaching session"
"We can talk more about this in an advice session"
If you want to transfer a room to a Coach named Kate, what would it look like? Please type in the command below as you would in the room on the site.
Which command do you use to look up a clients room whose email is bob@gmail.com. Please type in the command below as you would in a room on the site to look up bob@gmail.com
How do you end a client session? Please type in the command below as you would in the room on the site.
What is the proper command for setting someone's name as "Bob" in a room? Please type in the command below as you would in the room on the site.
If you wanted to toss a room to a Coach named Jack, what would it look like? Please type in the command below as you would in the room on the site.
If you want to send a user/client their magic link URL to their chat room, what command would you enter? Please type in the command below as you would in the room on the site.
If you're expecting to get a call from a certain room, what command would you use in that room? Please type in the command below as you would in the room on the site.
Doing `/transfer Jack` in a room does what?
It makes the room knock on Jack so that he can either host/toss
It makes Jack the host of the room
It makes Jack the host of the room and starts timer automatically
You're on the phone with a client and they're ready to enter their payment info. How do you collect the info from them?
0%
0
0%
0
0%
0
0%
0
0%
0
It's okay to wait for auto-toss to toss a room for you
True
False
It's okay to disable autobid and pause ads without talking to an admin if the ads are going crazy (ie: rooms are coming in when everyone is busy)
True - Once disabled and paused, reach out in #techsupport and tag Liron
False - You should reach out in #techsupport and tag Liron
If you want to merge the room DrinkMe with MadHatter (put whatever is in the DrinkMe room into MadHatter), what room would you type the command in?
DrinkMe
MadHatter
You're talking to a client and want to end the session. What order would you do the following command?
/end ---> /wn
/pause ---> /wn
/pause ---> /end ---> /wn
/pause ---> /wn ---> /end
A client can access their "My Account" on the Top Left corner of the site
True
False
How can you find the session history of a client? Please Select all that Apply
0%
0
0%
0
0%
0
0%
0
The red number symbolizes what?
How many credits the client has but in dollar amounts
How much the client has paid us
How much the client owes us
It's okay to mention how much a client owes us (balance) in a checkin to have them prepared for next time
True
False
How can a coach clear a clients balance? Select all that apply
By looking at their "Session History"
By doing /balance
They can't. Only Admins and Clients can clear balances
If a user asks about your qualification it's okay to tell them about your education background
True
False
How can you make it look as if you're Monica or Amber?
By putting the commands /Amber or /Monica
By asking admin to implement a special code for it
By clicking on your icon picture until you see their faces
What should your "Manage Expectation Message" include? Select all that apply
Use the same language/keywords they used to describe the problem
Should mention how you can help them achieve, overcome, etc. Their goals/concerns
Say you will help them get their ex back
How many personalized questions can/should you ask?
2
3
5
As many as it takes to get a good understanding of their situation
If a user keeps talking after the pitch what should you do?
Not respond
Stay positive and orient the conversation back to the coaching session
Continue talking about their concerns
What does the heart symbol represent?
How many sessions a client has had
How many credits they have
How much money they owe us
When should you talk to a client about their balance that they need to clear?
When they come in for a new session (when the session starts)
When you do a /checkin
When they come in for a new session (before you start the session)
If you notice a client has a balance you can reach out when you notice
Where can a client clear their balance?
In their "My Settings"
In their "My Account"
They can't, only a coach/admin can
If a user asks about your qualification, what should you do? Select all that apply.
Tell them about your education background
Try to change the subject
Use the script //qualification
#announcements
Channel for non-work related things that you want to talk about with other coaches, Or, and Steven
Channel for non-work related things that is directed to everyone in the company
For sharing links containing work-related info (admin and coaches)
Channel focused on helping clients in real-time
Channel to make suggestions for the company
Channel to get evaluations regarding rooms, situations, or certain questions
Channel to inform about feature changes
Channel to inform about any problems with the site
Channel for topics that dont belong in any other channels
Channel for company-wide announcements
#chitchat
Channel for non-work related things that you want to talk about with other coaches, Or, and Steven
Channel for non-work related things that is directed to everyone in the company
For sharing links containing work-related info (admin and coaches)
Channel focused on helping clients in real-time
Channel to make suggestions for the company
Channel to get evaluations regarding rooms, situations, or certain questions
Channel to inform about feature changes
Channel to inform about any problems with the site
Channel for topics that dont belong in any other channels
Channel for company-wide announcements
#feedback
Channel for non-work related things that you want to talk about with other coaches, Or, and Steven
Channel for non-work related things that is directed to everyone in the company
For sharing links containing work-related info (admin and coaches)
Channel focused on helping clients in real-time
Channel to make suggestions for the company
Channel to get evaluations regarding rooms, situations, or certain questions
Channel to inform about feature changes
Channel to inform about any problems with the site
Channel for topics that dont belong in any other channels
Channel for company-wide announcements
#general
Channel for non-work related things that you want to talk about with other coaches, Or, and Steven
Channel for non-work related things that is directed to everyone in the company
For sharing links containing work-related info (admin and coaches)
Channel focused on helping clients in real-time
Channel to make suggestions for the company
Channel to get evaluations regarding rooms, situations, or certain questions
Channel to inform about feature changes
Channel to inform about any problems with the site
Channel for topics that dont belong in any other channels
Channel for company-wide announcements
#helpingclients
Channel for non-work related things that you want to talk about with other coaches, Or, and Steven
Channel for non-work related things that is directed to everyone in the company
For sharing links containing work-related info (admin and coaches)
Channel focused on helping clients in real-time
Channel to make suggestions for the company
Channel to get evaluations regarding rooms, situations, or certain questions
Channel to inform about feature changes
Channel to inform about any problems with the site
Channel for topics that dont belong in any other channels
Channel for company-wide announcements
#linksandstuff
Channel for non-work related things that you want to talk about with other coaches, Or, and Steven
Channel for non-work related things that is directed to everyone in the company
For sharing links containing work-related info (admin and coaches)
Channel focused on helping clients in real-time
Channel to make suggestions for the company
Channel to get evaluations regarding rooms, situations, or certain questions
Channel to inform about feature changes
Channel to inform about any problems with the site
Channel for topics that dont belong in any other channels
Channel for company-wide announcements
#random
Channel for non-work related things that you want to talk about with other coaches, Or, and Steven
Channel for non-work related things that is directed to everyone in the company
For sharing links containing work-related info (admin and coaches)
Channel focused on helping clients in real-time
Channel to make suggestions for the company
Channel to get evaluations regarding rooms, situations, or certain questions
Channel to inform about feature changes
Channel to inform about any problems with the site
Channel for topics that dont belong in any other channels
Channel for company-wide announcements
#suggestionbox
Channel for non-work related things that you want to talk about with other coaches, Or, and Steven
Channel for non-work related things that is directed to everyone in the company
For sharing links containing work-related info (admin and coaches)
Channel focused on helping clients in real-time
Channel to make suggestions for the company
Channel to get evaluations regarding rooms, situations, or certain questions
Channel to inform about feature changes
Channel to inform about any problems with the site
Channel for topics that dont belong in any other channels
Channel for company-wide announcements
#techsupport
Channel for non-work related things that you want to talk about with other coaches, Or, and Steven
Channel for non-work related things that is directed to everyone in the company
For sharing links containing work-related info (admin and coaches)
Channel focused on helping clients in real-time
Channel to make suggestions for the company
Channel to get evaluations regarding rooms, situations, or certain questions
Channel to inform about feature changes
Channel to inform about any problems with the site
Channel for topics that dont belong in any other channels
Channel for company-wide announcements
#announcements-feature
Channel for non-work related things that you want to talk about with other coaches, Or, and Steven
Channel for non-work related things that is directed to everyone in the company
For sharing links containing work-related info (admin and coaches)
Channel focused on helping clients in real-time
Channel to make suggestions for the company
Channel to get evaluations regarding rooms, situations, or certain questions
Channel to inform about feature changes
Channel to inform about any problems with the site
Channel for topics that dont belong in any other channels
Channel for company-wide announcements
If a user asks about the security of our payment system, what should you do?
Tell them we use an encrypted program
Use //encrypted script
Tell them you'll reach out to an admin to explain
What should you make sure to do before writing the 'manage expectations message'?
Use the //immediate script
Ask them what they want help with
Ask them if they're ready to start a session
What command would you use to get a users/clients to enter their email (if not already on file) and to (automatically) send them an access link? Please write the command as you would on the site
How do clients pay for their first session after the trial?
With Success Bundles (hearts)
They pay with $ per minute
If a client doesn't want to continue after the trial, the coach should end the session and write notes
True
False
Where can clients buy bundles of hearts?
In their Account Settings (User Menu)
In Success Bundles (User Menu)
By clicking the hearts they have (or 0 hearts) at the top of the page
In My Settings (User Menu)
How can a client/coach tell that a bundle was bought? Click the one(s) that apply
0%
0
0%
0
0%
0
The pricing display will show the currency rate based on the user/clients location
True
False
How can a coach buy bundles of hearts for a client? (their CC info is already on file)
By clicking the "credit card" on the top left of page
By clicking the "hearts" on the top left of page
By going into the clients "My Account" (User Menu)
Where can a coach see the prices for a certain user's/client's bundle?
By clicking "My Account" while in the user's/client's room
By clicking the "Hearts" on the top left corner, in any user's room
By clicking the "Hearts" on the top left corner, while in the user's/client's room
By clicking "My Account", in any user's room
What if a client/user asks about purchasing fewer hearts than the 100 minimum?
Let the client know that it's possible and reach out to an admin
Let the client know that we currently only support a minimum purchase of 100 hearts
Let the client know that it's possible upon request and do it yourself
If a user thinks we're a scam what should we do?
Tell them we are not a scam
Use the //legit script
Give them our yelp page
When posting in the channel #techsupport what should you do?
Tag @liron
Tag @channel
Tag @channel +@liron
If a user asks why they need to enter a valid payment method to get the free trial, what should you do?
Tell them that to get the free trial they need to enter a valid payment method
Use the script //entering payment
Puppet as Monica and tell them that this is how our system works
After how many minutes of being idle does a coach go auto-away?
15 minutes
5 minutes
10 minutes
If there's some ambiguity about whether a user/client is suicidal, what should the coach do?
Tell the user/client we cannot help them
Use the command /crisisAgreement
Continue helping them as you normally would since you aren't sure if they're suicidal or not
When should you ask a phone user for their age?
After telling the user you need their CC info to activate the free trial
After explaining the service to the user
After you get their CC info
How can a coach activate a phone users free trial?
By clicking the credit card icon and click the "free" button for the free trial card
By clicking the hearts icon and click the "free" button for the free trial card
What if a user wants to use Paypal (over the phone)?
Get their paypal username/password over the phone and log it in for them
Tell the user: "You can use PayPal, however you’d have to do it through our site. Would you like to do that?"
If a new phone user wants to pay for the free trial with Paypal, what command would you use to get them onto the site?
/magiclink visible
/pitch
Once the new phone user sets up their paypal account, what should you do? Select the one(s) applies
Tell them they're all set up and tell them they can continue the session over the chat (or sms) or they can call back to do it over the phone
/expectcall
/shownumber
After a call with a new phone user you should leave notes about how the call ended and what the result/conclusion was of the call
True
False
After the trial of 10 free minutes, the session auto-rolls into what?
A fluid session where the client needs to buy a bundle of hearts first (and use the hearts as credits)
A fluid session where the client pays per minute
The session does not auto-roll. A coach will manually have to continue it
Every client pays the same amount of dollars per minute for their first session (session after free trial).
True
False
Where can a coach find how much a session is per minute for the current user/client they are talking to?
By clicking the "hearts" icon at the top left of the page
By going into the user/clients "Account Settings"
Personalized questions should be designed to help amber do what?
Understand the situation
Create your ME message (Manage expectations message)
Get to know the user
If a user isn't comfortable putting their CC info up or say they dont want to..what should you do (as Amber)? Please Select the one(s) that apply
Ask what their main concern is
Maintain the idea that its a completely free trial and they can decide after 10 minutes if they want to continue
Send them to discord (our online public chat)
What should you tell a user if they say they don't have a CC?
Tell them its okay and that they can try our free public chat (Discord)
Tell them they can buy a prepaid card and/or can connect their bank account to paypal
If a client finishes a coaching session, and continue asking questions. How many questions can you respond to (as long as it doesn't require a long answer)?
None of the questions. You can only talk when in a session.
Can respond to 1-2 questions.
Can respond to as many questions as they have
If a client asks a question that deserves a long response (outside of a session), what should the coach do?
Not answer
Give a short answer
Give a short answer and say "Would you like to start a new session and discuss it more in depth?"
If you're helping a client with a goal you aren't necessarily fond of, its okay to explain the risks involved
True
False
How should you always try to frame things?
Positively
Negatively
If a client needs to buy more hearts..what is the best way to phrase it? (most positive)
"We cannot continue unless you buy a success bundle"
"I'm still here and avaialble to help with [XYZ] if you decide to purchase more hearts" (Success Bundles)
What does the "auto-funnel saver" do?
It sends a message to users who don't convert after 15 minutes (as the coach)
It sends a message to users who don't convert after 15 minutes (as amber)
It doesn't do anything for a few days
If a client asks why they have a credit charge of $1, $5, or $10 (thats not in a session)..what should you tell the client?
That we charge them a fee
That it's a temporary authorization for their card
Within how long does it take for the authorization balance to be back on the card?
Instant
About 1 hour
About 1 day
We now have a team skype account
True
False
It's okay to call a user's phone number (with keypad) on skype with the company account
True
False
If a new user is entering their CC info and it gets declined, what should you do?
Let them know their card is declined by using the "//card declined" script
No need to do anything because its a new user and they get notified
When would you want to use the script "//card declined"
When a user is trying to put in their CC info
When a client is in their first session (PPM) and the card gets declined mid session
When a client's card information gets declined when trying to buy a Success Bundle
When a client clicks "Automatically Replenish When I'm Out" then the bundle they clicked on will automatically replenish
True
False
Once the first session is over, a green bar appears on the bottom of the screen to let users know about the Success Bundles
True
False
If a client/user asks what a bundle is, what should you do?
Explain that bundles are like credits we use to pay for coaching sessions
Use the //bundles script (but edit the script where its necessary)
When is it okay to use the "//bundles" script? Please select the one(s) that apply
If a user asks what a bundle is
If a user asks how to start a new session (after first session)
If a user asks how much they'll be paying per minute (for the first session [that goes straight into after the trial]) what should you do?
/pitch and tell them to read all of the information there
Use the //cost script
Tell them its 1$ per minute
If a user says they dont have a credit card, what should you do?
Tell them they can pay with paypal
You can use the "//why payment" script
Can let the user know they're welcome to come back later
You can use the "//no card" script
If you're hosting a consultation and there are many more coming in, you should juggle between multiple consultations.
True
False
How many consultations are you required to host?
1
2
3
When should you juggle multiple consultations?
When theres many consultations being tossed around
You should always host multiple consultations
When you are comfortable hosting multiple rooms
If you can't answer a consultation (because you're busy with something else)...what should you do?
Answer when you can
Toss the room so another coach can reach out when available
It's okay for a consultation to stay in a tossed state until a coach is available
True
False
How well do you think you did on the quiz? Please leave a number 1-137 and then feel free to add any comments as well
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