So Retail Overview Quiz

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So Retail Overview Quiz - Quiz


SO Retail Overview Quiz Module 1
Training for Level 2 SES


Questions and Answers
  • 1. 

    How many Retail programs are there?

    • A.

      5

    • B.

      3

    • C.

      6

    • D.

      1

    • E.

      6

    Correct Answer
    A. 5
    Explanation
    There are a total of 5 retail programs available.

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  • 2. 

    What are the retail programs we offer?

  • 3. 

    If a Center calls in for support for enrolling a student what should you do?

    • A.

      Transfer them to another Agent

    • B.

      Ask them to call the BSR

    • C.

      Ask them to look it up themselves you don't have time.

    • D.

      Assist them with enrolling a student

    • E.

      Call FYI TEKE

    Correct Answer
    D. Assist them with enrolling a student
    Explanation
    If a center calls in for support for enrolling a student, the correct action to take is to assist them with enrolling the student. This means providing guidance, answering any questions they may have, and offering support throughout the enrollment process. Transferring them to another agent, asking them to call the BSR, or asking them to look it up themselves would not be helpful or efficient. Calling FYI TEKE may be an option in certain situations, but the most appropriate and helpful response would be to assist the center with enrolling the student.

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  • 4. 

    What are 5 differences between SES and Retail?

  • 5. 

    A Proctor calls in and requests some technical assistance you pull up the student and see what center they are from and it says   SLC04301C_Standing RockHS-Bismark NDWhat program is this kid in?

    • A.

      SIte Based

    • B.

      SES

    • C.

      Hybrid

    • D.

      Ivy West

    • E.

      None of the above

    Correct Answer
    A. SIte Based
    Explanation
    Based on the information provided, the student is from the center SLC04301C_Standing RockHS-Bismark ND. The program that this student is in is Site Based.

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  • 6. 

    What should you do if a student or parent calls in and wants to cancel a session and did not call in 24 hours in advance. 

    • A.

      Cancel the session and don't worry about it

    • B.

      Tell them you can't cancel the session

    • C.

      Remind the student they have 10 sessions left and they really need to attend and ask them to reschedule.

    • D.

      Let the family know the policy if they still want to cancel the session let them know and answer any billling questions they have.

    • E.

      Explain the policy to them and if they do want to reschedule or cancel you can do so but tell them they should contact the center as they may be billed for the missed session.

    Correct Answer
    E. Explain the policy to them and if they do want to reschedule or cancel you can do so but tell them they should contact the center as they may be billed for the missed session.
    Explanation
    If a student or parent calls in and wants to cancel a session without giving a 24-hour notice, the appropriate action is to explain the policy to them. However, if they still want to reschedule or cancel, they should be advised to contact the center as they may be billed for the missed session. This response acknowledges the policy and provides the necessary information for the student or parent to make a decision while also addressing any potential billing concerns they may have.

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  • 7. 

    Centers ________ the customer relationship

    Correct Answer
    own
    owns
    Explanation
    The correct answer is "owns". It is the correct verb form to match the subject "Centers" in the sentence. "Own" is incorrect because it does not agree with the subject in terms of number and form.

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  • 8. 

    With VLC students we are the _______.   The center number is________.

    Correct Answer
    center, 12955
    Explanation
    The given answer states that "center" is the answer for the first blank and "12955" is the answer for the second blank. This suggests that the missing statement is referring to VLC students being associated with a center, and the specific center number being 12955.

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  • 9. 

    SLC12054 Lubbock TX is from what project and what type of center.

    • A.

      VLC Corporate

    • B.

      SLC Corporate

    • C.

      Hybrid Corporate

    • D.

      VLC Franchise

    • E.

      Site based Franchise

    Correct Answer
    B. SLC Corporate
    Explanation
    The correct answer is SLC Corporate. This suggests that SLC12054 Lubbock TX is part of the SLC Corporate project and is a type of center associated with it.

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  • 10. 

    Can we order aircards for Hybrids and SO or SLC students?

    • A.

      As long as they have a credit card on file

    • B.

      We are never to allowed to order aircards for SLC or Hybrid kids

    • C.

      Only on Center Approval

    • D.

      Only if Alex says its okay

    • E.

      Megan and Alex need to approve all orders for Aircards

    Correct Answer
    B. We are never to allowed to order aircards for SLC or Hybrid kids
    Explanation
    The given answer states that we are never allowed to order aircards for SLC or Hybrid kids. This means that regardless of any other conditions or approvals, it is strictly prohibited to order aircards for these students.

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  • 11. 

    _________ and ____________ connections are not supported.

    Correct Answer
    Satellite, Wireless
    Wifi, Satellite
    Wireless, Satellite
    Satellite, Wifi
    Explanation
    The correct answer is Satellite, Wireless. This means that connections using satellite and wireless technologies are not supported.

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  • 12. 

    If a RP calls in to disenroll a student what should you do?

    • A.

      Refer them to their center

    • B.

      Disenroll the student

    • C.

      Escalate the request to the BSR

    • D.

      Escalate to a TL for further assistance

    • E.

      Offer free tokens to keep the student from disenrolling

    Correct Answer
    A. Refer them to their center
    Explanation
    When a RP calls in to disenroll a student, the appropriate action is to refer them to their center. This means that the RP should be directed to the student's respective center or department where they can handle the disenrollment process. This ensures that the request is properly addressed by the relevant personnel who have the necessary information and authority to handle the disenrollment effectively.

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  • 13. 

    Who is the BSR for SLC and Hybrids

    • A.

      Alex Zastrow

    • B.

      Cheryl Carpenter

    • C.

      Sean Connery

    • D.

      Mary Torres

    • E.

      Megan Irvine

    Correct Answer
    E. Megan Irvine
    Explanation
    Megan Irvine is the BSR for SLC and Hybrids.

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  • 14. 

    The ______________ is purchased from the center and is used for the Sylvan Online students and contains the headset and a pen and tablet. 

    Correct Answer
    Starter Kit
    Hardware Kit
    Explanation
    The correct answer is Starter Kit. The Starter Kit is purchased from the center and is used for the Sylvan Online students. It contains a headset and a pen and tablet, which are necessary for the online learning experience. The Hardware Kit is not mentioned in the question and therefore cannot be considered as the correct answer.

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  • 15. 

    Instead of Welcome Calls we do  _________________ Calls.

    • A.

      Verification and Monitoring

    • B.

      Hardware Check

    • C.

      First Contact

    • D.

      Demo and Orientation

    • E.

      Orientation Calls

    Correct Answer
    E. Orientation Calls
    Explanation
    The given question asks for an alternative to "Welcome Calls." Among the options provided, "Orientation Calls" is the most suitable alternative as it implies a similar purpose of introducing and familiarizing individuals with a new environment or situation. This suggests that instead of conducting "Welcome Calls," the organization in question conducts "Orientation Calls" to provide guidance and information to individuals.

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  • 16. 

    Students in the Hybrid program that need a computer will be sent through the _________ (FP project).  They will need to also have a _____________   _________ done before ordering the computer. 

    Correct Answer
    Init Enroll , Welcome Call
    Initial Enrollment, Welcome Call
    IE, Welcome Call
    Explanation
    The correct answer is "Initial Enrollment, Welcome Call". Students in the Hybrid program who need a computer will go through the initial enrollment process and will also have a welcome call before ordering the computer.

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  • 17. 

    What do we call the Channel Manager or BSR for VLC?

    • A.

      Business Support Representative

    • B.

      Academic Advisor

    • C.

      Acadmic Coordinator

    • D.

      Enrollment Coordinator

    • E.

      Team Lead

    Correct Answer
    D. Enrollment Coordinator
    Explanation
    The correct answer is Enrollment Coordinator. The question is asking for the term used to refer to the Channel Manager or BSR for VLC. Out of the given options, Enrollment Coordinator is the most suitable term that fits the role described.

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  • 18. 

    What three subjects do we teach in the U.S.

    • A.

      Math, Reading and Geometry

    • B.

      Reading, Math and Algebra

    • C.

      Reading, Writing and Rithmatic

    • D.

      We only do SAT for Retail

    • E.

      We only have two programs available. Reading and Math.

    Correct Answer
    B. Reading, Math and Algebra
    Explanation
    The correct answer is Reading, Math and Algebra. In the U.S., these three subjects are commonly taught in schools. Reading is a fundamental skill that is essential for acquiring knowledge and understanding various subjects. Math is also a core subject that helps develop logical thinking and problem-solving skills. Algebra is a branch of mathematics that introduces students to abstract thinking and helps them understand relationships and patterns. These three subjects provide a well-rounded education and are important for students' academic and intellectual growth.

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  • 19. 

    When a  Retail student calls in and asks how many sessions he has left what do you do?

    • A.

      Look in Eclipse Admin and tell them

    • B.

      Divide the minutes in the session history by 60 and -365

    • C.

      Refer them to the ITUTOR Website

    • D.

      Ask them to contact the center

    • E.

      None of the above

    Correct Answer
    D. Ask them to contact the center
    Explanation
    The correct answer is to ask the student to contact the center. This is because the question is asking what to do when a retail student calls in and asks how many sessions he has left. The other options, such as looking in Eclipse Admin or dividing the minutes in the session history, are not appropriate responses to this specific question. The best course of action would be to direct the student to contact the center for information regarding their remaining sessions.

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  • 20. 

    What should we always do if a student is having audio issues or other technical issues in the classroom and has called after a session has ended. 

    • A.

      Apologize and offer them tokens

    • B.

      Run a demo and make sure they are ready to go for their next session, see if the session qualifies for a Do Not Bill request

    • C.

      Refer them to the center

    • D.

      Contact the teacher and have her explain why she didn't have the student call us immediately

    • E.

      Just run a hardware check

    Correct Answer
    B. Run a demo and make sure they are ready to go for their next session, see if the session qualifies for a Do Not Bill request
    Explanation
    If a student is having audio issues or other technical issues in the classroom and has called after a session has ended, the appropriate action would be to run a demo and make sure they are ready to go for their next session. This ensures that the student's technical issues are resolved and they can continue with their learning without any interruptions. Additionally, checking if the session qualifies for a Do Not Bill request is important as it allows for appropriate billing adjustments if necessary.

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  • 21. 

    In the future we will have students contact the center back if we find the student has a damaged headset or pen and tablet.  ___________ or ___________ is who we currently assign tickets to to order these items. 

    Correct Answer
    Cheryl, Megan
    Megan Irvine, Cheryl Carpenter
    Cheryl Megan
    Megan, Cheryl
    Cheryl Carpenter, Megan Irvine
    Explanation
    actual persons names there are two!

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  • 22. 

    How do students for Retail currently login to the LE to take sessions

    • A.

      ITUTOR website for Sylvan

    • B.

      ITUTOR website for SES

    • C.

      Sylvan Online website

    • D.

      Desktop Application for LE

    • E.

      VLC Desktop Application

    Correct Answer
    D. Desktop Application for LE
    Explanation
    Students for Retail currently login to the Learning Environment (LE) through the Desktop Application. This means that they access the LE by using a specific software installed on their desktop computers. The other options mentioned, such as the ITUTOR website for Sylvan, ITUTOR website for SES, Sylvan Online website, and VLC Desktop Application, are not the correct methods for students in Retail to login to the LE.

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  • 23. 

    A  Sylvan  student calls in at 16 minutes after the hour and can no longer see his session.  The student indicated he was just late getting home from Softball practice.  What is typically the reason for them not seeing the session button?

    • A.

      Student is locked out if they do not get into a session before 15 after the hour

    • B.

      He forgot to plug in the headset

    • C.

      They forgot they cancelled a session earlier this week

    • D.

      Student is not enrolled with us

    • E.

      None of the above

    Correct Answer
    A. Student is locked out if they do not get into a session before 15 after the hour
    Explanation
    The student is locked out if they do not join a session before 15 minutes after the hour. This means that if the student calls in at 16 minutes after the hour, they have missed the window to access the session and will not be able to see the session button.

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