Froggy Jumps
Get Foggy across the pond. A scenario will appear on the screen. Foggy will be given 3 lilly pads that show 3 different options on how to respond to the scenario. Select the correct answer to move Foggy onto the lilly pads. Get the Foggy across to win the game and build confidence in your ability to act in the ZHL workflow. You’ll have 6 lives to try and make it but don’t fret! You can always start over.
1
Beth says she'll call us later
a
assumptively set a call later
b
ask what time works best for them
c
ready for call case
2
Beth doesn't want to give her name
a
Input "blank blank" and auto connect
b
Put "Unknown" and manual connect
c
Put "No Name" and auto connect
3
Beth confirms via text she is ready when an appointment reminder text has been sent. You notice the responds is within 5 mintues of the call later time. What do you dispo this case?
4
Beth says is she available for a call outside of ZHL Transfer Hours. How do you respond to Beth?
a
No, sorry, I can't set that time.
b
Are you availble at TIME?
c
Thanks for letting me know. I'll call you at TIME.
5
You get a Touch 1 and notice a small red ! next to the message in the communication panel. What is the SOP for these cases?
a
Follow applicable SOP, no change
b
Applicable SOP with no texts sent
c
Set a call later with internal notes about the issue
6
During your intro, Beth has hung up the call without speaking with you. What do you do?
a
Dispo unresponsive
b
Call Beth back
c
Set Call Later
7
Beth answers the phone saying they're busy right now and hungs up. What do you do?
a
Call Beth Back
b
Send a text suggesting a new call time, dispo unresponsive
c
send a text assumptley setting a new call time, dispo call later
8
Zillow is nation wide but Zillow Home Loans doesn't service what states?
a
New Jersey and Puerto Rico
b
New Hampshire and Pennsylvania
c
New York and Puerto Rico
9
The ZHL NMLS number needs to be sent to Beth how many times?
a
Once per lead
b
Every text
c
Doesn't matter how many times
10
Beth stated they were only trying to get pre-qualified and are not ready to start the loan process. How do you respond?
a
Redirect to Larry by using ART and connecting Beth to Larry, dispo ALT
b
Answer Beth's qusetion yourself to best of your knowedlge
c
Ask Beth when's a better time to get them connected
11
Beth is hesitant to connect with a loan officer. What's your repsonse to Beth?
a
Use ART to overcome Beth's hesitantion.
b
Tell Beth no worries, they can reach out when it's best for them.
c
Tell Beth you'll follow up with her at a later time to check in on her process.
12
You receive a task with the banner: LTA: LTA FindLO failed once, Beth is not on the line. She did not answer the call back. What is the SOP for these fails?
a
Assumptively schedule a new time to connect, add internal note: FLOFx1. Dispo Call Later.
b
Add internal note: FLOFx1, Beth is not on the line. Dispo Selected Lead.
c
Text Beth a new time to connect, add internal note: FLOFx1. Dispo Unresponsive.
13
You receive a task with the banner: LTA: LTA FindLO failed once, Beth is not on the line. She did answer the call back. What is the SOP for these fails?
a
Schedule a call later. Internal note: FLOFx1. Send SMS. Dispo Call Later.
b
Let Beth know a LO will reach out directly. Internal note: FLOFx1. Dispo Selected Lead.
c
Let Beth know we can connect her to an LO now. Internal note: FLOFx1. Dispo ALT.
14
You receive a task with the banner: LTA: LTA FindLO failed twice, Beth is not on the line. What is the SOP for these fails?
a
Internal note: FLOFx2. Dispo Selected Lead
b
Call Beth back. Dispo Selected Lead.
c
Dispo Selected Lead.
15
You receive a task with the banner: LTA: LTA FindLO failed twice, Beth is on the line. What is the SOP for these fails?
a
Ask Beth when a new call time would work for her. Dispo Call Later.
b
Let Beth know a LO will reach out directly. Dispo Selected Lead.
c
Let Beth know a LO will reach out directly. Send SMS. Dispo Seclected Lead
16
You receive a task with the banner: LTA: Unable to connect to Beth. You call Beth and she answers, what happenes next?
a
Dispo ALT
b
Ask Beth for a new Call Time, Dispo Call Later
c
Let Beth know an LO will reach out directly. Dispo Selected Lead.
17
You receive a task with the banner: LTA: Failed x1. You call Beth and she answers, what happenes next?
a
Set a call later. Dispo Call Later
b
Dispo ALT
c
Attempt a manual connection, Larry answers, Dispo Live Transfer
18
You receive a task with the banner: LTA: Failed x1. You call Beth and she doesn't answers, what happenes next?
a
Leave a VM, send SMS, internal note: ZHL LTAFx1, and Dispo Unresponisve
b
Leave a VM, internal note: ZHL LTAFx1, and Dispo Selected Lead
c
Leave a VM, send SMS, internal note: ZHL LTAFx1, and Dispo Call Later
19
You receive a task with the banner: LTA: Failed x2. You call Beth, she answers but when you called Larry they did not. What happenes next?
a
Ask Beth for a new call time. Dispo Call Later.
b
Let Beth know an LO will reach out directly. Dispo Selected Lead.
c
Let Beth know we will follow up at a new time. Dispo Call Later.
20
You receive a task with the banner: LTA: Previous LO Assigned. Beth is on the line. What happenes next?
a
Let Beth know you will reconnect them to their exisitng LO. Manual connect. Dispo Live Transfer.
b
Let Beth know you will reconnect them to their exisiting LO. Dispo ALT.
c
Let Beth know you will reconnect them to their exisiting LO. Dispo Selected Lead.
21
You receive a task with the banner: LTA: Previous LO Assigned. Beth is on the line. You call Larry but they did not answer. What happenes next?
a
Ask Beth for a new call time to connect. Dispo Call Later.
b
Use ZHL LO Brand Directory to send LO shareable link to Beth via SMS. Dispo Live Transfer.
c
Let Beth know their LO will follow up directly. Dispo Select Lead.
22
You receive a task with the banner: LTA: Previous LO Assigned. Beth is not on the line. What happenes next?
a
Call Beth, manual connect with pervous LO.
b
Dispo Select Lead.
c
Use ZHL LO Brand Directory to send LO shareable link to Beth via SMS. Dispo Live Transfer.
23
You receive a task with the banner: LTA: LTA FindLO Failed and identity an LO is attached to the case. Beth is not on the line. What happenes next?
a
Confirm with LO they are incontact with Beth or if we should continue to reach out to Beth.
b
Call Beth, Call Larry, and manual connect.
c
Dispo Select Lead
24
You receive a task with the banner: LTA: LTA FindLO Failed and identity an LO is attached to the case. Beth is on the line and Larry has not answered the call back. What happenes next?
a
Dispo Select Lead and let Beth know the LO will reach out directly.
b
Attempt to schedule a Call Later
c
Connect with a new LO
25
You receive a task with the banner: LTA: LTA FindLO Failedx2 and identity no LO is attached to the case. Beth is on the line, what happenes next?
a
Let Beth know it will be a brief hold, dispo ALT.
b
Let Beth know an LO will reach out directly. Dispo Selected Lead.
c
Add internal note: Find LO was not intitated. Manual find LO and dispo Live Transfer.
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