Customer Set Up & Support

2.

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

Provide them with the access codes and wish them luck
Provide them with the access codes and direct them to the website for How-to-videos
Set up their courses, provide them with login details, and agree on the user training process

Correct Answer

A. 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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3.

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

Providing them with How-to Documents and letting them sort things out for themselves
Face to face training, focusing on the functionality and implementation
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.

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

Sales Rep
Marketing
Regional/Global Support

Correct Answer

A. 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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5.

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

Sales Manager
Global Support
Sales Rep

Correct Answer

A. 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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6.

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

Neo, Late October
MEL website, Beginning of August
MEL website, Late September

Correct Answer

A. 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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7.

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

Get the necessary number of classes to be set, and create the courses for the customer
Talk to the customer, clearly understand how they are going to use the MEL, what their goals are, agree on the steps together
Organize Teacher Training for all the teachers that will use the MEL, if possible a hands-on practice session

Correct Answer

A. 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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8.

Which of the following is not a Technical Support Issue?

How can I register with my access code?
One of the activities is not working, I get an error message
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.

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

The Super-User in your market
Your line manager
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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10.

Which of the following is not included in an FDOC?

How to assign a test
How to register
How to check gradebook
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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Customer Set Up & Support

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

Quiz Preview

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

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

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

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

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

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

Which of the following is not a Technical Support Issue?

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

Which of the following is not included in an FDOC?