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
- 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
- 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%
- 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
- 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
- 6.Using the baseball diamond analogy, 3rd base is where we can begin to apply Club Z! Distinctions
- A.
True
- B.
False
- 7.The initial parent phone call form is designed to be a script and read word for word.
- A.
True
- B.
False
- 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.
- 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
- 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.
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