Manager Exam Step 1 of 11 0% Staff Member Name:* First Last Staff Email Address: Supervisor Email Address:*The individual named in this field will receive an e-mail with your responses Know Your Role, Know Your GoalsWhat are the two main questions you can ask yourself to find marketing opportunities?*What motivates you to enroll new students as members into the dojang?*Give an example of how you can serve as a bridge between the floor staff and a parent?* Understanding and Monitoring StatisticsWhy is it so important to keep accurate statistics?*Explain what actions YOU can take if your numbers are low in the following areas:*New Trial Lesson, New Registered Students Seven Steps to a Great MonthExplain what you need to do to properly utilize the 7 steps:Schedule all expected business in advance:*Schedule all upgrade presentations:*Create new leads:*Respond to all inquiries immediately and repeatedly:*Confirm appointments:*Follow up immediately:*Communicate situations and needs to your teammates:* Lead ManagementExplain what is meant by each of the following lead management concepts:Urgency:*Repetition and Multi Channel:*Delegation:* Why is Followup Necessary and VitalWhat are two examples of reasons why a prospect may stop coming in for their trial lessons?*What should your mindset be when it comes to following up?*What are some of the methods you can use to follow up?* Complaint ResolutionExplain what exactly you would do in order to handle a complaint using the following six step process:Get the situation private:*Let the customer know you are ready to listen/thank them for this meeting:*Let them drain/Vent:*Actively listen while they are speaking:*Confirm if they are finished & summarize your understanding & get confirmation:*Respond:*Apologize:*Fill in the Gap:* Delinquent PaymentsExplain what you would say to a student/parent whose tuition is delinquent?*How will you ensure that the student/parent feels respected and valued when you discuss a delinquent payment with them?* Staff SchedulingWhat are the ratios that you are asked to use as a guideline for scheduling staff?*What is the dojang policy for staff calling off from work?*Whose responsibility is it to find replacements?* Independent VS InterdependenceWhat are the different roles in your dojang?*Which of those roles are performed by people other than yourself?*What is an example of how you can help the floor staff to be more effective when teaching students?*What is an example of how the floor staff can help you to be more effective when registering & renewing students?* Cleaning and Facility ManagementExplain the difference between what is noticed by “black belt eyes” compared to “white belt eyes”.*What is the benefit of cleaning the dojang on a daily basis in a thorough manner?*What is your responsibility when it comes to maintenance issues in the school?* Δ
