Inbound Agent Test

1.

1 point

When you first receive a call, after you say your introduction, you do not hear a lead on the phone. You... *

Disposition the call "No Client" and move on to the next call.

Disposition the call "Interested" and hang up the dialer because the lead was lost during the transfer. Then initiate a call back.

Disposition the call "Answering Machine" and move on to the next call.

Say your introduction 2-3 more times. If the LEAD does not respond after 15 seconds of you addressing them, you can disposition the call "No Client" and move on to the next call.

2.

1 point

MARK THE INCORRECT STATEMENT: The Branding Script on the right side of the Submission page... *

Asks if the lead has been contacted by the school in the last 6 months.

Ask the lead if it is OK for the school to contact them in the next hour.

Gives you an idea of what to say when you submit a school. It is not mandatory.

Must be said before submitting EACH school exactly as it is written.

3.

1 point

You first receive a call, and after you say your introduction, the agent introduces the lead. Immediately the lead tells you they do not have time to talk or they are not interested in continuing with the call. You... *

Disposition the call "Interested", ignore their objections, and tell them the schools need just a little more information.

Disposition the call "Interested" and apologize for their inconvenience, dispositioning the call "No Match".

Disposition the call "Interested" and ask the for the best time to give the lead a call back, dispositioning the call "Call Back".

Disposition the call "Interested" and begin rebuttaling the lead's objections.

4.

1 point

When you receive a call from an agent named James, this call is usually... *

A test from the company to see if you know how to disposition calls properly.

A lead transferred from an automated agent.

From an inbound agent.

5.

1 point

If a lead is not 18, but has a high school diploma or has completed their GED, the lead is qualified... *

False

True

6.

1 point

If a lead indicates that they may have loans in default, but is unsure. You... *

Respond by reading the rebuttal written directly under the question, asking if the loans are "in default or are deferred?"

Mark down "Yes", end the call and disposition it "DNQ Default Loans"

Mark down "No" and move on to the next question.

7.

1 point

After asking the "How soon are you looking to go back.." question, the lead answers with "probably the next 6 or 7 months. You... *

Respond by reading the rebuttal written in red directly under the question. To make sure they can start in the next 6 months.

Tell the lead, "I'm sorry, but our services won't be able to help you out today" and you disposition the call "DNQ Months to Start".

Mark down a 6 (for 6 months) and then move on to the next question.

8.

1 point

MARK THE INCORRECT STATEMENT: The End of Call Disclosure on the right side of the Submission page... *

Must be said after submitting EACH school exactly as it is written.

Lists the name of the schools that will be calling.

Must be said at the end of the submission process, just before the end of the call, EXACTLY as it is written.

9.

1 point

A lead about to complete their GED within the next 2 months qualifies for the program... *

True

False

10.

1 point

If a lead indicates that they are currently enrolled or applying to a school(s), you... *

Mark down "No" and move on to the next question.

Congratulate the lead, and ask if they would like to receive information from other schools that have the program they are interested in. If interested, mark "No" and move on to the next question

Congratulate the lead, and ask if they would like to receive information from other schools that have the program they are interested in. If interested, mark "Yes" and move on to the next question

Mark down "Yes" and move on to the next question.

11.

1 point

If a lead has 2 Areas of Interest (AOI) already selected, it is OK to move on to the next question... *

False, you must ALWAYS ask if there is another AOI the lead might be interested in or the call will be rejected.

True, 2 AOI's is good enough to move forward with the call. You do not need to ask for more AOI.

12.

1 point

If a lead indicates that they do have loans in default, you... *

Mark down "Yes", end the call and disposition it "DNQ Default Loans"

Respond by reading the rebuttal written directly under the question, asking if the loans are "in default or are deferred?"

Mark down "No" and move on to the next question.

13.

1 point

After introducing yourself, you must wait for the automated voice to finish the introduction before addressing the lead directly? *

True

False

14.

1 point

What forms of electronics will meet the requirements of our online programs? *

An Ipad or Android tablet

A computer or laptop in the lead's home

A computer or laptop at a library or friends/family member's house

An Iphone, Android, Blackberry, or Windows smartphone

15.

1 point

When you are first connected to a call, what is the first thing you say to introduce yourself? *

Wait for the transfer agent to properly introduce the lead to you.

Say, "Hi (Transfer agent's name) . This is (Your name) what can I do for you?"

Say, "Hi, is this (Lead's name) ? My name is (Your name) and I'll be helping find some schools today."

Say, "Hello?"

16.

1 point

You will be automatically terminated if you... *

Disposition a call "No Client" because the lead is not interested in talking with you after being transferred.

Disposition a call "Answering Machine" when there is someone on the line.

Disposition a call anything other than "Interested" when you hear a lead on the line, regardless of how receptive they sound.

All of the above

17.

1 point

If a lead does not have a computer, you can still submit them to online schools. *

False

True, if the lead insists they will get an-home computer or laptop by the time classes start

True

18.

1 point

After a lead has given you their contact information, you... *

Reconfirm the spelling of the home address by spelling out the address you have down, letter by letter.

Reassure them that their information will not be sold to any third party organizations.

Thank them and move on to the next page.

19.

1 point

If a lead has 1 Area of Interest (AOI) selected, it is OK to move on to the next question... *

False, you must ALWAYS ask if there is another AOI the lead might be interested in or the call will be rejected.

True, one AOI is good enough to move forward with the call. You do not need to ask for a second AOI.

20.

1 point

A high school graduate from the following countries qualify for our program... *

The United States and US Territories (Guam, Puerto Rico, Virgin Islands)

Countries within the European Union

North America (US, Canada, and Mexico)

All of the above

21.

1 point

Calls dispositioned "Answering Machine" and "No Client" are regularly checked to insure they are not being abused... *

True

False

22.

1 point

A lead about to graduate from high school within the next 2 months qualifies for the program... *

False

True

23.

1 point

If a lead indicates that they may have loans in default, but is unsure. You ask if the loan is in default or deferment, but the lead is still unsure or unwilling to give a definitive answer. You... *

Tell the lead if they are unsure then they are most likely not in default. Then mark "No" and move on to the next question.

Mark down "Yes", end the call and disposition it "DNQ Default Loans"

Mark down "No" and move on to the next question.

24.

1 point

YOU ALWAYS RECONFIRM THE SPELLING OF THE EMAIL ADDRESS AND THE HOME ADDRESS BY REPEATING IT BACK TO THE LEAD CHARACTER BY CHARACTER... *

False, the schools will contact the lead regardless of the spelling.

True, if the email and/or street address contain unusual names or sound funny

True, you always reconfirm the spelling of an email and home address character by character.

False, only if you didn't hear it clearly the first time.

25.

1 point

If the correct name is not on the script, what do you do? *

You say, "My mistake, let me update the record here, can I get your first and last name?" and continue with the call.

This is a bad transfer and you tell the person, "Have a nice day." Dispositioning it "No Match".

You ask, "Is ________ available?" (naming the person who is listed on the script). Dispositioning it "Call Back" if not.

26.

1 point

You first receive a call, and after you say your introduction, the agent introduces the lead. You hear the lead speaking, but then they hang up without talking to you. You... *

Disposition the call "Interested" and then immediately disposition the call "Call Back".

Disposition the call "Interested" and then proceed to submit schools. Then call the lead back to tell them what schools will be calling them.

Disposition the call "No Client" and move on to the next call.

Disposition the call "Interested" and then immediately disposition the call "Dropped in Transfer".