Initial Parent Phone Call Training Quiz
Please complete this quiz after you have watched both parts 1 and 2 of the Initial Parent Phone Call Training videos.
- 1.
Which of the following is NOT a Club Z! Distinction?
- A.
Fast results
- B.
Hand picked tutors through our Z! Tutor Match process
- C.
Hours of operation
- D.
School-based curriculum
Correct Answer
C. Hours of operationExplanation
The correct answer is "Hours of operation" because the other options mentioned, such as "Fast results," "Hand-picked tutors through our Z! Tutor Match process," and "School-based curriculum," are all Club Z! Distinctions. Hours of operation is not a distinction but rather a logistical detail about the operating hours of the Club Z! tutoring service.Rate this question:
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- 2.
Who can answer a Club Z! franchisee's business telephone line?
- A.
The Area Director/Franchisee
- B.
Educational Specialists from the Club Z! Sales Support Center (SSC)
- C.
The Area Director's trained staff
- D.
All of the above
Correct Answer
D. All of the aboveExplanation
All of the above can answer a Club Z! franchisee's business telephone line. The Area Director/Franchisee, Educational Specialists from the Club Z! Sales Support Center (SSC), and the Area Director's trained staff are all capable of answering the franchisee's business telephone line.Rate this question:
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- 3.
What percentage of incoming parent phone calls, AT MINIMUM, should result in an in-home consultation?
- A.
30%
- B.
40%
- C.
50%
- D.
60%
Correct Answer
C. 50%Explanation
The goal is to achieve a 60-70% closing ratio.Rate this question:
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- 4.
Area Directors/Franchisees that answer their own phones are expected to have copies of the initial parent phone call form on hand at their home office.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
Area Directors/Franchisees are expected to have copies of the initial parent phone call form on hand at their home office if they answer their own phones. This implies that the form is necessary for them to properly document and handle parent phone calls. By having the form readily available, they can efficiently gather and record important information during the initial conversation with parents. Therefore, the statement is true.Rate this question:
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- 5.
Using the baseball diamond analogy, which base represents the "getting to know the caller" phase of the initial parent phone call?
- A.
1st base
- B.
2nd base
- C.
3rd base
- D.
Home run
Correct Answer
A. 1st baseExplanation
In the baseball diamond analogy, the "getting to know the caller" phase of the initial parent phone call is represented by 1st base. This is because 1st base is the starting point in baseball, where the runner begins their journey around the bases. Similarly, in the parent phone call, the "getting to know the caller" phase is the first step in establishing a connection and understanding the caller's needs before progressing further in the conversation.Rate this question:
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- 6.
Using the baseball diamond analogy, 3rd base is where we can begin to apply Club Z! Distinctions
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
During 2nd base, we identify the emotional hot buttons that the parent needs addressed.Rate this question:
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- 7.
The initial parent phone call form is designed to be a script and read word for word.
- A.
True
- B.
False
Correct Answer
B. FalseExplanation
The initial parent phone call form is designed to be a guide, giving you prompts for questions to ask the parent. Remember to engage in open-ended dialogue with the parent to find out their academic needs.Rate this question:
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- 8.
Which of the following are possible emotional "hot buttons" identified during 2nd base of the call (using the baseball diamond analogy)?
- A.
The student is struggling to connect with the classroom teacher.
- B.
The student becomes easily distracted in the classroom.
- C.
Mom or dad can't seem to help the student with homework assignments.
- D.
All of the above.
Correct Answer
D. All of the above.Explanation
An emotional "hot button" is any concern which is expressed to us by the parent. Our job is to reassure them that they've called the right place, and to apply an appropriate Club Z! Distinction to address each of their concerns.Rate this question:
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- 9.
I (and anyone who attends initial training) will be expected to role play common scenarios for the initial parent phone call.
- A.
True
- B.
False
Correct Answer
A. TrueExplanation
The statement suggests that during initial training, role-playing common scenarios for the initial parent phone call is expected. This indicates that the statement is true.Rate this question:
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- 10.
The best way to ensure that you have captured accurate information from the caller is to...
- A.
Ask them to repeat themselves several times during the call.
- B.
Take limited notes.
- C.
Repeat back important details such as the date and time of the appointment, accurate spelling of student names and street names, and other relevant details of the call.
- D.
Nothing. It is not important to capture accurate information.
Correct Answer
C. Repeat back important details such as the date and time of the appointment, accurate spelling of student names and street names, and other relevant details of the call.Explanation
To ensure accurate information is captured from the caller, it is best to repeat back important details such as the date and time of the appointment, accurate spelling of student names and street names, and other relevant details of the call. This helps to confirm that the information has been understood correctly and allows for any misunderstandings or errors to be corrected immediately. By repeating back important details, it ensures that accurate information is captured and reduces the chances of any mistakes or miscommunication.Rate this question:
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Current Version
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Mar 21, 2023Quiz Edited by
ProProfs Editorial Team -
Jan 07, 2014Quiz Created by
Mucas
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