Customer Set Up & Support

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| By Carol.Stein
C
Carol.Stein
Community Contributor
Quizzes Created: 2 | Total Attempts: 272
Questions: 10 | Attempts: 190

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Customer Support Quizzes & Trivia

Questions and Answers
  • 1. 

    If you want to give your customer (teachers) the best possible experience in set-up process, what should you do?

    • A.

      Provide them with the access codes and wish them luck

    • B.

      Provide them with the access codes and direct them to the website for How-to-videos

    • C.

      Set up their courses, provide them with login details, and agree on the user training process

    Correct Answer
    C. Set up their courses, provide them with login details, and agree on the user training process
    Explanation
    To give teachers the best possible experience in the set-up process, it is important to not only provide them with access codes but also to set up their courses, provide them with login details, and agree on the user training process. By setting up their courses, teachers can save time and effort in organizing their materials. Providing login details ensures that teachers can easily access the platform. Additionally, agreeing on the user training process ensures that teachers receive proper guidance and support to effectively use the platform, ultimately enhancing their experience.

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  • 2. 

    Which one is the first step in the Post-Sale?

    • A.

      Get the necessary number of classes to be set, and create the courses for the customer

    • B.

      Talk to the customer, clearly understand how they are going to use the MEL, what their goals are, agree on the steps together

    • C.

      Organize Teacher Training for all the teachers that will use the MEL, if possible a hands-on practice session

    Correct Answer
    B. Talk to the customer, clearly understand how they are going to use the MEL, what their goals are, agree on the steps together
    Explanation
    The first step in the Post-Sale is to talk to the customer and clearly understand how they are going to use the MEL (presumably a product or service), what their goals are, and agree on the steps together. This step is crucial as it allows the seller to gather important information about the customer's needs and expectations, ensuring that the subsequent steps in the Post-Sale process are tailored to meet those requirements effectively. By engaging in this conversation, the seller can establish a strong foundation for a successful partnership with the customer.

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  • 3. 

    Which of the following is not a good way of providing initial User Training for Teachers?

    • A.

      Providing them with How-to Documents and letting them sort things out for themselves

    • B.

      Face to face training, focusing on the functionality and implementation

    • C.

      Hands-on training with teachers, by the help of a Champion User from the institution

    Correct Answer
    A. Providing them with How-to Documents and letting them sort things out for themselves
    Explanation
    Providing teachers with how-to documents and letting them sort things out for themselves is not a good way of providing initial user training for teachers. This method lacks direct interaction and guidance, which may lead to confusion and ineffective training. Face-to-face training and hands-on training with a champion user from the institution are more effective ways of providing initial user training as they allow for direct interaction, clarification of doubts, and practical application of the training material.

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  • 4. 

    When and where will the Global How-to documents be available?

    • A.

      Neo, Late October

    • B.

      MEL website, Beginning of August

    • C.

      MEL website, Late September

    Correct Answer
    B. MEL website, Beginning of August
    Explanation
    The correct answer is "MEL website, Beginning of August." This means that the Global How-to documents will be available on the MEL website starting from the beginning of August.

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  • 5. 

    Which of the following is not included in an FDOC?

    • A.

      How to assign a test

    • B.

      How to register

    • C.

      How to check gradebook

    • D.

      How to get help/support

    Correct Answer
    A. How to assign a test
    Explanation
    The correct answer is "How to assign a test." This is because an FDOC (Faculty Directory of Courses) typically includes information related to course registration, gradebook access, and support services. However, the process of assigning a test is not typically included in an FDOC as it is specific to the instructor's teaching methodology and may vary from course to course.

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  • 6. 

    Who do the customers usually contact first when they have especially product-relates issues with MEL?

    • A.

      Sales Manager

    • B.

      Global Support

    • C.

      Sales Rep

    Correct Answer
    C. Sales Rep
    Explanation
    Customers usually contact the Sales Rep first when they have product-related issues with MEL. This is because the Sales Rep is the main point of contact for customers and is responsible for managing the customer relationship. They have a deep understanding of the product and can provide immediate assistance or direct the customer to the appropriate resources for resolution. The Sales Rep is also familiar with the customer's specific needs and can provide personalized support.

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  • 7. 

    Where should  the Local Support escalate the technical issue re MEL if he/she cannot solve it?  

    • A.

      Sales Rep

    • B.

      Marketing

    • C.

      Regional/Global Support

    Correct Answer
    C. Regional/Global Support
    Explanation
    If the Local Support is unable to solve the technical issue re MEL, they should escalate it to the Regional/Global Support. This is because the Regional/Global Support team has a higher level of expertise and knowledge to handle complex technical problems. They have a wider scope of resources and can provide more advanced solutions to resolve the issue effectively. Escalating the problem to the Regional/Global Support ensures that it receives the necessary attention and support from the appropriate team.

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  • 8. 

    Which of the following is not a Technical Support Issue?

    • A.

      How can I register with my access code?

    • B.

      One of the activities is not working, I get an error message

    • C.

      I can't login, I forgot my password

    Correct Answer
    A. How can I register with my access code?
    Explanation
    The question is asking for the option that is not a technical support issue. The options "One of the activities is not working, I get an error message" and "I can't login, I forgot my password" both involve technical difficulties that would require technical support. However, "How can I register with my access code?" is not a technical issue but rather a question about the registration process, which can be answered without technical assistance. Therefore, the correct answer is "How can I register with my access code?"

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  • 9. 

    Where/Who should you contact when the MEL website is down, or you find a bug in the system?  

    • A.

      Chris Morris

    • B.

      Your line manager

    • C.

      Technical Support

    Correct Answer
    C. Technical Support
    Explanation
    When the MEL website is down or you encounter a bug in the system, the appropriate contact would be Technical Support. They are the experts who can assist in resolving technical issues and provide assistance in getting the website back up and running smoothly. Chris Morris and your line manager may not have the technical expertise required to address these specific problems, so reaching out to Technical Support is the most suitable option.

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  • 10. 

    Who should you first contact when you have queries about MEL?

    • A.

      The Super-User in your market

    • B.

      Your line manager

    • C.

      Chris Morris or Ipek Tor

    Correct Answer
    A. The Super-User in your market
    Explanation
    The correct answer is the Super-User in your market. The Super-User is someone who has in-depth knowledge and expertise about the MEL system in your specific market. They are the go-to person for any queries or issues related to MEL. They are familiar with the system's functionalities and can provide guidance and support to resolve any concerns or questions. Contacting them first ensures that you receive accurate and relevant information specific to your market's MEL system.

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  • Current Version
  • Mar 19, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jun 08, 2012
    Quiz Created by
    Carol.Stein
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