Verbatim
What is Verbatim?
Reading the script EXACTLY as it is written. Along with entering in the answers as the respondent says.
What is Biasing?
Biasing is distorting the results of the survey by, explaining/ interpreting the question, giving your opinion, agreeing/ disagreeing with the respondent, laughing with the respondent.
What is Probing? Give an example?
When you ask for more information.
What more could you tell me about that?
What did the sales clerk do to make it a good experience? etc
When trying to convert the respondents refusal, should you immediately ask for a callback? Why?
No, we always want to try and get them on the survey first and then if after TWO RC attempts we should ask for a callback.
How should you avoid awkward pauses throughout the call?
Always be ready to move onto the next question.
Have your Pat responses ready if you need to reference them.
Can you refer to the respondent as Ma'am or Sir?
No.
What is Leading?
When you only suggest one answer to the respondent, without giving them another choice.
What is Clarifying? Give an example?
Asking a question to eliminate/ prevent any misunderstanding, confusion or ambiguity.
Would you say option A or option B?
Would that be Strongly favor or only somewhat favor?
What 5 things ALWAYS need to be included in the introduction?
Who you are.
Where you are calling from. (the calling house)
Why we are calling.
The respondents name if it is listed person
And the disclosure statement.
How should your pacing be?
Your pacing should always start off slow and professional, then you may match the pace of the respondent. While keeping it a professional pace. We should never rush through the survey.
True or False: When repeating the question you do not have to read it verbatim?
False.
True or false: You can give your opinion if the respondent asks for it.
False: That will bias the survey. A good pat response would be "To keep the survey unbiased it is whatever it means to you."
If the respondent does not answer with a listed option what should you do? And how?
You need to clarify.
"out of the listed options which would you choose?.. (repeat the options)"
Does the Disclosure statement have to be read and does it have to be read verbatim?
Yes and Yes
Can you share only part of your screen?
No, you must share your full screen.
This is a job requirement
What are the interviewer notes/ directives/ prompts/ directions? Do they need to be read verbatim?
Interviewer notes/ directives/ prompts etc. are instructions on how the questions should be asked. They are usually in a colored parenthesis.
Yes they need to be read verbatim.
What are examples of filler words?
Alright, okay, uh, so, and, perfect.
Along with any side conversation.
True or False: you do not need to clarify if the respondent says "I don't know". Why/ what should you do?
False, you should clarify with the listed options once, and if they still say they dont know mark that and move on.
What is the correct way to start a call?
Begin the intro right away, begin with the listed script- do not ONLY say Hello, make sure to smile while you talk.
Can you dial on Wifi?
No, you must be connected with an ethernet cord. Make sure the ethernet is connected, you may have to disconnect the wifi to ensure that the ethernet cord connects.
What is a falsification?
A falsification is when you enter in a response that was not given or a question was skipped.
What is Parroting answers? Is it allowed? What should you do instead?
Parroting is when you repeat the respondents answers back to them. No it is not. You should just read the next question.
If the Open ended question is: What have you read, seen, or heard about Bobby Joe?
The respondent answers: I have read about Bobby Joe.
How should you probe for an answer to the question?
Say: What specifically have you read about Bobby Joe?
When should your mic be muted?
At all times when you are not on a call with a respondent.
Where do you find your past QA Scores?
On the right hand side of interviewer, click on the drop down menu where your name is and then click on QA Scores.