QA DEPARTMENT

QA TEST
NAME: Adriana Muñoz Beltran
Date: 6/5/2022
Gen: 11
Please give the definition to each QA behavior with NO examples & Change the
File name to your own before turning in.

1. Tone of voice: Sound professional and confident in all of your calls and
throughout the entire call.

2. Active listening: Stay focused on the purpose of the call and listen carefully
for the information being provided by the lead.
Take notes as you listen to capture key information.

3. Targeted Questions: Questions that are not on the script but they can help
you get more information. Listen carefully, ask questions, and dig deeper.

4. Targeted Solution: Providing a solution to an issue, scenario, or a question

for which you may not have an answer but you still find a way to help.
1; Listen to the lead.
2; Identify the lead’s problem.
3; Provide a solution.

5. Objections: Objections or questions that we have the information to answer

properly.
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6. Power phrases: These are customer service phrases, and they carry a little
extra power to make your calls more positive and efficient.

7. Rapport/Empathy: Rapport: try to have a conversation with the lead and

don’t sound like you’re making a survey.
Empathy: be empathetic of the lead, and share their feelings and emotions.

8. Follow-up script: Get all key points; properly qualify the lead by asking for all
the key information required by agent.
Use the right script.
Offer an appointment or a follow up call with the agent.

9. Agent Info: Sell the agent.

Use the company bullet points.
Here is when we use the agent’s information to convince the lead to work
with your agent.

10. Sound Convinced: Do everything possible to make the lead agree,

understand, and realize that working with your agent is the best option.
Be the judge of your own call see if you actually did convince the lead to work
with you agent.

11. Auto Fail: You can get an auto fail from any background noise that makes the
call sound unprofessional.
An auto fail is a disposition not a QA behavior but we do consider having a
Quiet and professional work place is important.

12. What does FSBO stand for and What is the concept of a FSBO?
For Sell By Owner. These leads are looking to sell their property without the
help of a realtor.
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13. What is a Nurture? They are converted leads, any contact with the agent like
follow up call with the agent, live transfers, and virtual meetings.

 What are the campaign details you need to send QA once you have started
making calls for a new campaign?
*ISA stage name
*Dialer / CRM
*Username
*Password
*Are recordings active?
*Did the agent provide a script?

14. What is the correct prosses of an appointment confirmation? After setting

up a face-to-face appointment you have to follow up with the agent and ask if
they met with the lead, take a screenshot and send it to QA@powerisa.com.
Make sure that the name of the lead is included in the screenshot.

15. What is the passing QA Score? Minimum 85%.

16. Give an example of a Targeted Solution?

Lead: I have a small problem, I do not know how much my house is worth
after all this years.
ISA: Oh do not worry for that! My agent offers a Free Market Analysis, is when
my agent pays a visit to your property; based on the features of your home
and the price of houses similar to yours that have sold near the area, and
gives you an estimated price for your property. This is free of charge and
commitment. Would you be interested in it?

17. Give an example of an Objection? Who is your agent?

18. What is the timeline for buyers? 3 to 6 months.

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19. What is the timeline for sellers?
6 to 12 months.