New Hire Comprehensive Training Quiz
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
If you see this happen in a room, what should you do next?
Use hesitation script - "I'm sensing a bit of hesitation.. may I ask why?"
Write: "Let me know if you have any questions about our service."
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
If a client posts a Facebook Review and you see the review, then you can add the credits without contacting an admin
True
False
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
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
20 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 consultation over the phone if a user asks for one?
Yes
No
If you see this happen in a room, what should you do next?
Use hesitation script - "I'm sensing a bit of hesitation.. may I ask why?"
Write: "Let me know if you have any questions about our service."
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 an expert 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 to an expert 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
Which of the following is WRONG? Select the one that is incorrect.
"We can talk more about this in a coaching session"
"We can talk more about this in an advice session"
You are a Relationship Hero Expert
True
False
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
Where can a client request a certain coach or a new coach? Please Select all that apply
My Settings
Session History
My Account
How can you find the session history of a client? Please Select all that Apply
0%
0
0%
0
0%
0
0%
0
You should review all @channel tags in #announcement at some point by the end of your shift
True
False
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 its 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 is the goal of a consultation?
By showing you understand their concerns
By getting as much info as you can about their break up
By coaching them
What should the consultation questions you ask do?
Help you understand what kind of help the user wants/needs
Get a better understanding of their relationship
Build a good rapport
How long should messages be?
About 1-3 sentences
A few words
How ever long it needs to be to get your point across
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
What does the red symbolize?
How much credits the client has but in dollar amount
How much the client has paid us
How much the client owes 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
How can a coach clear a clients balance? Select all that apply.
By doing /balance
By looking in their "Session History"
By going into "My Account"
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
It's okay to ignore friend requests/calls from Discord.
True
False
#announcements
Channel focused on helping clients in real-time
For sharing links containing work-related info (admin and coaches)
Channel for topics that dont belong in any other channels
Channel to inform about any problems with the site
Channel to get evaluations regarding rooms, situations, or certain questions
Channel for company-wide announcements
Channel to make suggestions for the company
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
#chitchat
Channel focused on helping clients in real-time
For sharing links containing work-related info (admin and coaches)
Channel for topics that dont belong in any other channels
Channel to inform about any problems with the site
Channel to get evaluations regarding rooms, situations, or certain questions
Channel for company-wide announcements
Channel to make suggestions for the company
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
#feedback
Channel focused on helping clients in real-time
For sharing links containing work-related info (admin and coaches)
Channel for topics that dont belong in any other channels
Channel to inform about any problems with the site
Channel to get evaluations regarding rooms, situations, or certain questions
Channel for company-wide announcements
Channel to make suggestions for the company
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
#general
Channel focused on helping clients in real-time
For sharing links containing work-related info (admin and coaches)
Channel for topics that dont belong in any other channels
Channel to inform about any problems with the site
Channel to get evaluations regarding rooms, situations, or certain questions
Channel for company-wide announcements
Channel to make suggestions for the company
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
#helpingclients
Channel focused on helping clients in real-time
For sharing links containing work-related info (admin and coaches)
Channel for topics that dont belong in any other channels
Channel to inform about any problems with the site
Channel to get evaluations regarding rooms, situations, or certain questions
Channel for company-wide announcements
Channel to make suggestions for the company
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
#linksandstuff
Channel focused on helping clients in real-time
For sharing links containing work-related info (admin and coaches)
Channel for topics that dont belong in any other channels
Channel to inform about any problems with the site
Channel to get evaluations regarding rooms, situations, or certain questions
Channel for company-wide announcements
Channel to make suggestions for the company
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
#random
Channel focused on helping clients in real-time
For sharing links containing work-related info (admin and coaches)
Channel for topics that dont belong in any other channels
Channel to inform about any problems with the site
Channel to get evaluations regarding rooms, situations, or certain questions
Channel for company-wide announcements
Channel to make suggestions for the company
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
#suggestionbox
Channel focused on helping clients in real-time
For sharing links containing work-related info (admin and coaches)
Channel for topics that dont belong in any other channels
Channel to inform about any problems with the site
Channel to get evaluations regarding rooms, situations, or certain questions
Channel for company-wide announcements
Channel to make suggestions for the company
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
#techsupport
Channel focused on helping clients in real-time
For sharing links containing work-related info (admin and coaches)
Channel for topics that dont belong in any other channels
Channel to inform about any problems with the site
Channel to get evaluations regarding rooms, situations, or certain questions
Channel for company-wide announcements
Channel to make suggestions for the company
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
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