The Best Way To Post
Before you start make sure that you've taken the Intro Quiz, otherwise we can't give you your rewards for completing this quiz until you've done it. Anyway relax and have fun, it'll only take about 10 minutes and if you don't manage it first time just give it another go. You have unlimited trys and no one is judging you if you don't get it right the first time or the fortieth.
Put the name you want on your certificate in the Name box and put your giffgaff member name in the other one, otherwise we won't know who took Read moreit. Good luck.
- 1.
Why should you be making sure that your posts are friendly?
- A.
So that members see that you care
- B.
So that members without any technical skill can still follow your instructions
- C.
So that members don't have to dig through lots of information to find the bit they need
Correct Answer
A. So that members see that you careExplanation
Being friendly is very important. People are often frustrated when looking for help so if you add a few nice words to your post they'll appreciate it a lot more.Rate this question:
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- 2.
Why should you be making sure that your posts are easy to follow?
- A.
So that members without any technical skill can still follow your instructions
- B.
Because members will appreciate a few words to go with it
- C.
So that you know if the member has posted any more information
Correct Answer
A. So that members without any technical skill can still follow your instructionsExplanation
Not every member will be able to use computers and the site easily, so make sure that you give step by step instructions to help them find their way around.Rate this question:
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- 3.
Why should you make sure that you don't give too much unnecessary information?
- A.
So that members don't have to dig through lots of information to find the bit they need
- B.
So that you know if the member has posted any more information
- C.
Because members will appreciate a few words to go with it
Correct Answer
A. So that members don't have to dig through lots of information to find the bit they needExplanation
If there is too much information then finding the bit that they need to actually help them will take longer than it should. It's much more helpful to give advice that is tailored to the members question than to try and answer questions that they haven't asked in the same post.Rate this question:
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- 4.
Why should you make sure that you read the thread before you post?
- A.
So that you know if the member has posted any more information that might help you solve their problem
- B.
Because members will appreciate a few words to go with it
- C.
So that members who don't know how to use the site well can still follow it
Correct Answer
A. So that you know if the member has posted any more information that might help you solve their problemExplanation
Members often reply to their threads with some additional information. It could completely change the answer that they need, so if you don't read it you could be answering the wrong question. It also allows you to see if they have been solved or not so you can spend your time helping people who still need it.Rate this question:
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- 5.
Why should you make sure that you don't just post a link to a guide?
- A.
Because members will appreciate a few words to go with it
- B.
So that you know if the member has posted any more information
- C.
So that members feel comfortable on the community
Correct Answer
A. Because members will appreciate a few words to go with itExplanation
A link on it's own is pretty impersonal. It's the equivalent of you asking a someone in a shop where the cornflakes are and them wordlessly giving you a map of the shop. Technically it will help you, but it's a bit rude.Rate this question:
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- 6.
Why should you clearly explain how to take the steps you've suggested?
- A.
So that members who don't know how to use the site well can still follow it
- B.
So that members feel comfortable on the community
- C.
Because members will appreciate a few words to go with it
Correct Answer
A. So that members who don't know how to use the site well can still follow itExplanation
It's easy to ask an agent if you know how, but if you're a new member who isn't even sure what an agent is then you won't know where to look. Walk them through it and they'll appreciate it much more.Rate this question:
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- 7.
Why should you make sure that your posts are reassuring?
- A.
So that members who are frustrated or confused are reassured
- B.
So that members who don't know how to use the site well can still understand it
- C.
So that members without any technical skill can still understand it
Correct Answer
A. So that members who are frustrated or confused are reassuredExplanation
It's easy to get confused or frustrated when your phone doesn't work, so obviously reassuring them to make sure that they are reassured is a good idea :)Rate this question:
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- 8.
Which of these is most important when helping out in the Help section?
- A.
Answering as quickly as possible
- B.
Being friendly and making the member feel welcomed
Correct Answer
B. Being friendly and making the member feel welcomedExplanation
I'd much rather have one post that welcomes the member and is super helpful than have loads of rushed posts. Quality always trumps quantity and speed.Rate this question:
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- 9.
Which of these is most important when helping out in the Help section?
- A.
Making your instructions easy to follow
- B.
Answering as many questions as possible
Correct Answer
A. Making your instructions easy to followExplanation
There's no point in having lots of posts if it's difficult for the less technically savvy members to follow them. Quality is always preferable to quantity.Rate this question:
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- 10.
Which of these is most important when helping out in the Help section?
- A.
Tailoring your post to the question asked by the member
- B.
Giving all the information about the topic even if they didn't necessarily need it
Correct Answer
A. Tailoring your post to the question asked by the memberExplanation
You should only give information that they need to solve their problem. Giving too much information is actually unhelpful as it makes it difficult to find the relevant advice. Of course, if the member was vague and didn't give enough details about their problem it's a good idea to ask them to give more details.Rate this question:
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- 11.
Which of these is most important when helping out in the Help section?
- A.
Reading the thread before you post
- B.
Being the first to post in the thread
Correct Answer
A. Reading the thread before you postExplanation
Being the first to post isn't helpful for anyone, even you. The average accepted solution is the 5th or 6th post in the thread, so it's worth while taking your time and reading the thread to really understand the problem before you post.Rate this question:
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- 12.
Why is it important to avoid technical words in your posts?
- A.
So that everyone is able to understand it
- B.
It can be difficult to find the links
- C.
So that the member feels welcome
Correct Answer
A. So that everyone is able to understand itExplanation
Not everyone is knowledgeable about the difference between an APN and an API, so try to keep in terms that even the most stone age great aunt would be able to understand.Rate this question:
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- 13.
Who should be able to understand every post that you make?
- A.
Mrs Doyle from Father Ted
- B.
Your old history teacher
- C.
John, the giffgaff Agent
- D.
Everyone
Correct Answer
D. EveryoneExplanation
You won't know who will read your help responses. Even if the person you're answering knows what you mean, someone who sees it later looking for help might not. You need to make sure that you use everyday words without technical terminology so that everyone can understand.Rate this question:
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- 14.
If someone has a similar question to one already posted in a help thread, where should they post their question?
- A.
They should reply to the original question
- B.
They should post their own thread
Correct Answer
B. They should post their own threadExplanation
Fewer helpers will notice if they post it in the existing thread, so they should start a new one to get the best help they can.Rate this question:
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- 15.
Which of these answers would an Educator think was unsuitable?
- A.
"You should Google it. There are plenty of guides out there"
- B.
"Here are some step by step instructions. Let us know if you have any more trouble with it" [include instructions after]
Correct Answer
A. "You should Google it. There are plenty of guides out there"Explanation
People come to the community for help, so sending them away from it is unhelpful. If they do leave the community to Google it might even take longer to find their answer than if you'd said nothing at all.Rate this question:
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- 16.
If someone isn't clear enough with their question for you to answer it properly how should you answer?
- A.
Guess at an answer and give them instructions to what you think they might be saying
- B.
Ask them for more information
- C.
Ask them for more information and then subscribe to the thread
Correct Answer
C. Ask them for more information and then subscribe to the threadExplanation
If you don't know what they are asking then chances are you won't guess correctly, so you will give them useless advice and potentially even confuse them. You should ask them for more information and then subscribe to the thread so that you know when they've replied with more details.Rate this question:
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- 17.
If a question is quite tricky or complex and you think that you might need to give some follow up advice to their question once they've tried it what should you do?
- A.
Post as much detail as possible even if you're not sure if it will be relevant to them
- B.
Give them the best advice that you can and then subscribe to the thread
Correct Answer
B. Give them the best advice that you can and then subscribe to the threadExplanation
Giving too much detail might confuse the member, especially if you're just taking a scatter shot approach. You should give the best information that you can and then subscribe to their thread so that you can give more information if they need it.Rate this question:
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- 18.
Which of these is the correct way to answer?
- A.
"You should ask an agent"
- B.
"You should ask an agent. Since this is an account problem the community can't help you with it. Go to giffgaff.com/support/ask and they'll be able to help. Good luck :)"
Correct Answer
B. "You should ask an agent. Since this is an account problem the community can't help you with it. Go to giffgaff.com/support/ask and they'll be able to help. Good luck :)"Explanation
If a member doesn't know what an agent is, let alone how to contact one, then the shorter answer is no good at all. The longer one is also more personal and explains why they should contact an agent which will reduce frustration.Rate this question:
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- 19.
Which of these is the correct way to answer?
- A.
"Go here to solve your problem - giff.ly/Ghfk34F"
- B.
"It sounds like you haven't installed your settings on your Android properly. Here are some steps to solve your problem and here's a link for more information if you need it - giff.ly/Ghfk34F. All the best" [Include steps after]
- C.
"To setup your phone see here: giff.ly/androidsettings; giff.ly/iphonesettings; giff.ly/androidsettings; giff.ly/blackberry; giff.ly/windowsphone
Correct Answer
B. "It sounds like you haven't installed your settings on your Android properly. Here are some steps to solve your problem and here's a link for more information if you need it - giff.ly/Ghfk34F. All the best" [Include steps after]Explanation
Giving a link with no explanation isn't very helpful at all. It's important to make sure the member understands what has gone wrong as well as what they need to do. It's also very impersonal to just give a link. Giving lots of links is even worse as the member won't know which one is the one they should read.Rate this question:
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- 20.
Which of these would an Educator consider an unhelpful post?
- A.
"giffgaff are aware of this problem and have put a service thread up. They are trying to solve it, so just sit tight until they can. For more information you should check the service thread" [include link to the thread]
- B.
"A lot of people are experiencing this problem"
Correct Answer
B. "A lot of people are experiencing this problem"Explanation
"A lot of people are experiencing this" doesn't give the member any information on how to solve their problem. They need advice on how to solve their problem and they will probably just find that response frustrating.Rate this question:
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- 21.
Why should you start a new thread if you have a question to ask, even if someone posted a thread with a similar problem?
- A.
Not as many helpers will see your question if it is half way down an existing post
- B.
We like new threads. It makes our stats look pretty
Correct Answer
A. Not as many helpers will see your question if it is half way down an existing postExplanation
Because the Help forum moves so quickly new questions that are in the middle of threads can get lost. To get the most advice they should be posted in new threads.Rate this question:
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- 22.
Why is it important to subscribe to trickier questions after you've given some advice?
- A.
So that if the member asks for follow up advice their reply posts don't get missed
- B.
So that the member can follow your advice more closely
- C.
So that your instructions are easier to read
Correct Answer
A. So that if the member asks for follow up advice their reply posts don't get missedExplanation
The Help forum moves very quickly so replies to the threads can be missed quite easily. It's good to get into the habit of subscribing to trickier threads once they've died down a bit to be able to pick up on replies from the member looking for help.Rate this question:
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- 23.
If a thread has 20 replies, but it isn't marked as solved what does that mean?
- A.
That it is solved, so there is no need to read it
- B.
That it is not solved, so you should reply to it
- C.
That it may or may not be solved, so you should read the thread to see if there is anything new that you could add to it
Correct Answer
C. That it may or may not be solved, so you should read the thread to see if there is anything new that you could add to itExplanation
Being not marked as solved doesn't necessarily mean that it isn't solved, it just means that no one has marked it yet. You should make sure that the member hasn't asked any follow up posts and then see if you can add anything new to the advice already there.Rate this question:
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- 24.
If you are replying to a thread that's about an hour old and has 20 posts, why is it important to read the thread?
- A.
The help forum moves quickly so unnecessary posts can get in the way
- B.
To see if the member has given new information that changes the situation. If not you might end up giving incorrect advice
- C.
The question may have already been solved so you could be spending your time helping someone else
- D.
All of these options
Correct Answer
D. All of these optionsExplanation
All of these are good reasons for reading the thread before posting. The average accepted solution is proven to be unrelated to the speed at which the answer is posted, so there is no need to rush to post.Rate this question:
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- 25.
Which of these is the better answer?
- A.
"You need to port in and then set the APN. Here's a guide to getting started"
- B.
"You need transfer your number over to giffgaff and then install your internet settings on your phone. Here's a guide to getting started"
Correct Answer
B. "You need transfer your number over to giffgaff and then install your internet settings on your pHone. Here's a guide to getting started"Explanation
If you said "port" to your average stranger on the street they would think you're either referring to fortified wine or shipping stations. They wouldn't know where to start with "APN". You need to explain it in terms that everyone can understand so that anyone reading the post later for advice will be able to follow it.Rate this question:
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Current Version
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May 01, 2023Quiz Edited by
ProProfs Editorial Team -
Mar 21, 2013Quiz Created by
Giffgaff
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