Product Knowledge Test B2C- August

Froggy Jumps

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Product Knowledge Test B2C- August

Created by

Shahista Shaikh

India

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Product Knowledge Test B2C- August


Froggy Jumps Product Knowledge Test B2C- AugustOnline version Product Knowledge Test B2C- August by Shahista Shaikh 1 Why is following the 25 Years Script important on a qualified call? a It helps the advisor shorten the call b It highlights EuroKids’ 25-year legacy and helps build trust, goodwill, and confidence in the brand with the parent. c Because advisors are required to pitch the 25 Years Script during the call. 2 Which of the following is an example of effective active listening? a Thinking about the next question while the parent is speaking b Interrupting the parent to complete the call quickly c Listening carefully, understanding the parent's requirement, and responding accordingly 3 What is the key difference between empathy and sympathy? a Empathy and sympathy are exactly the same b Empathy means understanding the person's feelings, while sympathy means feeling concern for their situation c Empathy means agreeing with everything the parent says 4 What is the primary purpose of voice modulation during a parent call? a To speak as loudly as possible b To speak as loudly as possible c To make the conversation engaging, professional, and easier to understand 5 What should an advisor ensure before closing a qualified call? a End the call immediately after answering the parent's question b Provide Further Assistance, follow the proper closing script, and ensure all required details are covered c Avoid asking if the parent needs further assistance 6 During a call, the parent says, "I'm a little worried because this is my child's first experience with preschool." Which response demonstrates both acknowledgement and empathy? a "Okay, that's fine. What is your PIN code?" b "You don't need to worry. All schools are the same." c "I completely understand your concern, ma'am. It's natural to want the right environment for your child's first preschool experience." 7 During a call, the advisor repeatedly says "umm," "actually," "like," and pauses for several seconds while searching for information. The parent becomes less engaged. Which skill needs improvement? a Voice modulation and control of fillers/dead air b Probing c Active listening 8 A qualified call gets disconnected before the school visit is scheduled. What should the advisor do? a Close the call as disconnected b Call the parent back, reconfirm the required details, and proceed with scheduling the school visit c Mark the call as Unqualified 9 A parent says, “I’m just checking schools for my child. I haven’t decided yet.” What would be the BEST response? a “Okay, then you can raise the inquiry once you decide.” b “Sure, ma’am/sir. May I understand for which program you are looking, so I can guide you accordingly?” c “You can visit the school once you decide.” 10 The parent says, “I have already told you my requirement twice.” The advisor realizes the information was not captured correctly. What should the advisor say? a “Okay, okay, I got it now.” b “I was listening, but the system was slow.” c “I apologize, ma’am. Let me reconfirm the requirement correctly so I can assist you better.”

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Product Knowledge Test B2C- August

Froggy Jumps

About this activity

Created by

Download the paper version to play

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Product Knowledge Test B2C- AugustOnline version

by Shahista Shaikh

Why is following the 25 Years Script important on a qualified call?

Which of the following is an example of effective active listening?

What is the key difference between empathy and sympathy?

What is the primary purpose of voice modulation during a parent call?

What should an advisor ensure before closing a qualified call?

During a call, the parent says, "I'm a little worried because this is my child's first experience with preschool." Which response demonstrates both acknowledgement and empathy?

During a call, the advisor repeatedly says "umm," "actually," "like," and pauses for several seconds while searching for information. The parent becomes less engaged. Which skill needs improvement?

A qualified call gets disconnected before the school visit is scheduled. What should the advisor do?

A parent says, “I’m just checking schools for my child. I haven’t decided yet.” What would be the BEST response?

The parent says, “I have already told you my requirement twice.” The advisor realizes the information was not captured correctly. What should the advisor say?