So Retail Overview Quiz

23 Questions | Total Attempts: 26

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Retail Quizzes & Trivia

SO Retail Overview Quiz Module 1Training for Level 2 SES


Questions and Answers
  • 1. 
    How many Retail programs are there?
    • A. 

      5

    • B. 

      3

    • C. 

      6

    • D. 

      1

    • E. 

      6

  • 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

  • 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

  • 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.

  • 7. 
    Centers ________ the customer relationship
  • 8. 
    With VLC students we are the _______.   The center number is________.
  • 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

  • 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

  • 11. 
    _________ and ____________ connections are not supported.
  • 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

  • 13. 
    Who is the BSR for SLC and Hybrids
    • A. 

      Alex Zastrow

    • B. 

      Cheryl Carpenter

    • C. 

      Sean Connery

    • D. 

      Mary Torres

    • E. 

      Megan Irvine

  • 14. 
    The ______________ is purchased from the center and is used for the Sylvan Online students and contains the headset and a pen and tablet. 
  • 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

  • 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. 
  • 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

  • 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.

  • 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

  • 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

  • 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. 
  • 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

  • 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

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