1. What should a sales rep do immediately after a paid trial lesson has taken place?

• Wait for the customer to call back with feedback

• Call the parent within 24 hours to discuss feedback and next steps

• Send an email and follow up within a week

• Move the student to the "Lost after paid trial" stage until they confirm interest

2. If a customer does not answer the first follow-up call after the paid trial, what is the correct next step?

• Send an email and wait for a response

• Call again immediately, and if still no response, call three times per day for three days

• Move them to “Lost after paid trial” immediately

• Wait for them to respond before taking further action

3. When discussing the trial experience, what key questions should the sales rep ask first?

• "Did your child like the tutor?" & "Did they feel comfortable?"

• "Are you ready to continue?"

• "How much are you willing to pay per month?"

• "Would you like to book multiple tutors?"

4. A customer says their child "didn’t like the tutor." What should the sales rep do?

• Offer them a 10% discount to encourage commitment

• Suggest they continue with the same tutor for consistency

• Move them to “Lost after paid trial”

• Apologize and immediately offer a free second trial with another tutor

5. When discussing the tutor’s feedback with the parent, how should the sales rep present it?

• Only mention the positives to avoid discouraging the parent

• Say the child is doing well and does not need further lessons

• Emphasize strengths but highlight gaps in a way that shows urgency

• Let the tutor contact the parent directly

6. If a customer says they “need to think about it,” what is the correct response?

• Give them time and follow up after a few weeks

• Ask what exactly they need to think about and schedule a follow-up call

• Move them to “Lost after paid trial”

• Offer an immediate discount to pressure them

7. A customer says the price is too high. What is the best objection-handling response?

• Highlight the long-term value and quality of the tutors

• Immediately offer a discount

• Suggest they find a cheaper alternative elsewhere

• End the call politely

8. If a customer agrees to continue, what is the next step?

• Wait for them to call back when ready

• Send the payment link and follow up if not paid within 24 hours

• Assume they will pay and move them to "Subscribed"

• Offer a discount to secure payment faster

9. If a customer agrees to continue and receives the payment link, what should the sales rep do if the payment is still not made after 24 hours?

• Call the customer to remind them that the tutor’s time slot is only reserved for 48 hours

• Assume they are no longer interested and stop contacting them

• Send an automated email reminder but avoid direct follow-up to prevent pressure

• Offer a discount to incentivize payment

10. A customer asks if they can pay for lessons weekly instead of monthly. What is the best response?

• Suggest they try one more paid lesson before deciding on a subscription

• Tell them that only full upfront payments are accepted, with no flexibility

• Agree and offer them a custom weekly payment plan

• Explain that payments are made monthly in advance, but they can pause or adjust their subscription with 14 days' notice