ZHL Pathway Practice

Line Up

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About this activity

A phone scenario will appear on the screen. Steps will appear below the scenario on cards. Align the cards from left being the 1st step to right being the next step in the correct order to move forward.

Created by

Rachel Berman

United States

Download the paper version to play

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ZHL Pathway PracticeOnline version A phone scenario will appear on the screen. Steps will appear below the scenario on cards. Align the cards from left being the 1st step to right being the next step in the correct order to move forward. by Rachel Berman 1 Happy Path: Beth has called us on a new inquiry by dailing the phone number she saw on Zillow. Confirm Beth's email Let Beth know your placing her on a short hold Confrim state of interest Confirm Beth's full name Confirm Beth's number Dispo the case as ALT Greet Beth, saying complience sentence "I'm calling on behalf of Zillow Home Loans, on a recorded line for qulaity purposes." 2 A touch 1 has been delivered to your tray. You notice we have all of Beth's information. Let Beth know your placing her on a short hold Confrim State of interest Dispo the case as ALT Greet Beth, saying complience "I'm calling on behalf of Zillow Home Loans, on a recorded line for qulaity purposes." 3 Beth responded via text that she is in a meeting and can not take a call right now. Assumptively schedule a call 2 hours out Send scirpt, "I'll call you" Dispo Call Later Acknowledge Beth 4 You recive a Call Later task. You call Beth and she answers our call saying she is still busy. Disposition Call Later Confrim a new call time and date with Beth before ending the call. Send Beth answered and asks us to call them later SMS. 5 You receive a task with the banner: LTA: LTA FindLO Failed and identity no LO is attached to the case. The case has failed once and the time is 1:34PM PST. Beth is on the line, what happenes next? Dispo Call Later Add internal note: FindLOFailed (FLOF)x1 Reschedule with Beth for the next day.

ZHL Pathway PracticeOnline version

by Rachel Berman

Happy Path: Beth has called us on a new inquiry by dailing the phone number she saw on Zillow.

Confirm Beth's email

Let Beth know your placing her on a short hold

Confrim state of interest

Confirm Beth's full name

Confirm Beth's number

Dispo the case as ALT

Greet Beth, saying complience sentence "I'm calling on behalf of Zillow Home Loans, on a recorded line for qulaity purposes."

A touch 1 has been delivered to your tray. You notice we have all of Beth's information.

Let Beth know your placing her on a short hold

Confrim State of interest

Dispo the case as ALT

Greet Beth, saying complience "I'm calling on behalf of Zillow Home Loans, on a recorded line for qulaity purposes."

Beth responded via text that she is in a meeting and can not take a call right now.

Assumptively schedule a call 2 hours out

Send scirpt, "I'll call you"

Dispo Call Later

Acknowledge Beth

You recive a Call Later task. You call Beth and she answers our call saying she is still busy.

Disposition Call Later

Confrim a new call time and date with Beth before ending the call.

Send Beth answered and asks us to call them later SMS.

You receive a task with the banner: LTA: LTA FindLO Failed and identity no LO is attached to the case. The case has failed once and the time is 1:34PM PST. Beth is on the line, what happenes next?

Dispo Call Later

Add internal note: FindLOFailed (FLOF)x1

Reschedule with Beth for the next day.

You can integrate the game into an LMS compatible with LTI 1.1 or LTI 1.3 such as Canvas, Moodle, or Blackboard. This way, the scores will be automatically saved into the platform’s gradebook.

ZHL Pathway Practice

Line Up

About this activity

Created by

Download the paper version to play

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ZHL Pathway PracticeOnline version

by Rachel Berman

Happy Path: Beth has called us on a new inquiry by dailing the phone number she saw on Zillow.

A touch 1 has been delivered to your tray. You notice we have all of Beth's information.

Beth responded via text that she is in a meeting and can not take a call right now.

You recive a Call Later task. You call Beth and she answers our call saying she is still busy.

You receive a task with the banner: LTA: LTA FindLO Failed and identity no LO is attached to the case. The case has failed once and the time is 1:34PM PST. Beth is on the line, what happenes next?

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