{"introPage":{"showIntroPage":false,"startButtonText":"Start Quiz","introduction":""},"progressType":"textual","passPercentage":50,"questions":[{"params":{"media":{"type":{"params":{"playerMode":"full","fitToWrapper":false,"controls":true,"autoplay":false,"playAudio":"Play audio","pauseAudio":"Pause audio","contentName":"Audio","audioNotSupported":"Your browser does not support this audio","files":[{"path":"audios\/files-660f00d7a2fc8.mp3","mime":"audio\/mpeg","copyright":{"license":"U"}}]},"library":"H5P.Audio 1.5","metadata":{"contentType":"Audio","license":"U","title":"Clarifying understanding"},"subContentId":"1d8846d9-ebed-4cbe-9f39-917a12cf36f0"},"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Providing the caller with the opportunity to ask more questions<\/div>\n"},{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Clarifying understanding<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Asking probing questions<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Requesting repetition<\/div>\n"}],"overallFeedback":[{"from":0,"to":100,"feedback":"The respondent is wanting to understand the caller's perspective, so is clarifying what they have heard."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

What telephone skill is being used?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 1"},"subContentId":"d246f127-3017-493b-9dac-3e707d6abe8a"},{"params":{"media":{"type":{"params":{"playerMode":"full","fitToWrapper":false,"controls":true,"autoplay":false,"playAudio":"Play audio","pauseAudio":"Pause audio","contentName":"Audio","audioNotSupported":"Your browser does not support this audio","files":[{"path":"audios\/files-660f027bdaeeb.mp3","mime":"audio\/mpeg","copyright":{"license":"U"}}]},"library":"H5P.Audio 1.5","metadata":{"contentType":"Audio","license":"U","title":"Friendly tone"},"subContentId":"8fe9b4e3-f888-4809-9e72-2c7784d6ae84"},"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Asking probing questions<\/div>\n"},{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Using a friendly tone<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Clarifying understanding<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Seeking confirmation<\/div>\n"}],"overallFeedback":[{"from":0,"to":100,"feedback":"The respondent is using a friendly tone to end the call professionally."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

What telephone skill is being used?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 2"},"subContentId":"b1fc59b8-581e-488b-8bae-37aa9367abe0"},{"params":{"media":{"type":{"params":{"playerMode":"full","fitToWrapper":false,"controls":true,"autoplay":false,"playAudio":"Play audio","pauseAudio":"Pause audio","contentName":"Audio","audioNotSupported":"Your browser does not support this audio","files":[{"path":"audios\/files-660f02f907d43.mp3","mime":"audio\/mpeg","copyright":{"license":"U"}}]},"library":"H5P.Audio 1.5","metadata":{"contentType":"Audio","license":"U","title":"Good morning"},"subContentId":"988959be-80a3-4849-8efb-a01b9f9874e6"},"disableImageZooming":false},"answers":[{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Answering the phone with a professional and courteous greeting<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Clarifying understanding<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Active listening<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Requesting repetition<\/div>\n"}],"overallFeedback":[{"from":0,"to":100,"feedback":"The respondent is answering the phone in a professional and courteous manner."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

What telephone skill is being used?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 3"},"subContentId":"afbfe7ac-320e-4ea6-a9ec-710b30e2411e"},{"params":{"media":{"type":{"params":{"playerMode":"full","fitToWrapper":false,"controls":true,"autoplay":false,"playAudio":"Play audio","pauseAudio":"Pause audio","contentName":"Audio","audioNotSupported":"Your browser does not support this audio","files":[{"path":"audios\/files-660f0392a436f.mp3","mime":"audio\/mpeg","copyright":{"license":"U"}}]},"library":"H5P.Audio 1.5","metadata":{"contentType":"Audio","license":"U","title":"Kia ora"},"subContentId":"9f5630a4-db3a-43fe-88fb-bba49ebae698"},"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Listening attentively and empathetically to the caller's needs<\/div>\n"},{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Answering the phone with a professional and courteous greeting<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Asking probing questions<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Requesting repetition<\/div>\n"}],"overallFeedback":[{"from":0,"to":100,"feedback":"Answering the phone professionally sets the tone for the call. It is important for callers to have a name and title for the person with which they are interacting. Added bonus: if a caller knows you by name, they will tend to be much more cooperative."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

What telephone skill is being used?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 4"},"subContentId":"71936436-a96c-4bfd-96bc-801812b080b4"},{"params":{"media":{"type":{"params":{"playerMode":"full","fitToWrapper":false,"controls":true,"autoplay":false,"playAudio":"Play audio","pauseAudio":"Pause audio","contentName":"Audio","audioNotSupported":"Your browser does not support this audio","files":[{"path":"audios\/files-660f04fabef69.mp3","mime":"audio\/mpeg","copyright":{"license":"U"}}]},"library":"H5P.Audio 1.5","metadata":{"contentType":"Audio","license":"U","title":"More questions"},"subContentId":"30db4253-0fe5-4c7a-b0fd-c9d8f26229bd"},"disableImageZooming":false},"answers":[{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Providing the caller with the opportunity to ask more questions<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Clarifying understanding<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Seeking confirmation<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Active listening<\/div>\n"}],"overallFeedback":[{"from":0,"to":100,"feedback":"Providing the caller with the opportunity to ask more questions is a polite and professional way to end the call. It also makes the caller feel that they have been supported with all of their needs."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

What telephone skill is being used?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 5"},"subContentId":"62f9bf29-8011-4875-9ed3-3de3bb389ead"},{"params":{"media":{"type":{"params":{"playerMode":"full","fitToWrapper":false,"controls":true,"autoplay":false,"playAudio":"Play audio","pauseAudio":"Pause audio","contentName":"Audio","audioNotSupported":"Your browser does not support this audio","files":[{"path":"audios\/files-660f05a9abbc8.mp3","mime":"audio\/mpeg","copyright":{"license":"U"}}]},"library":"H5P.Audio 1.5","metadata":{"contentType":"Audio","license":"U","title":"Offering options"},"subContentId":"e609aff0-147e-4473-8481-26a6d95636de"},"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Active listening<\/div>\n"},{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Offering options<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Answering the phone with a professional and courteous greeting<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Requesting repetition<\/div>\n"}],"overallFeedback":[{"from":0,"to":100,"feedback":"The respondent is offering options to the caller to ensure that the there has been a mutual understanding and any potential uncertainties have been addressed."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

What telephone skill is being used?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 6"},"subContentId":"81d9994f-e7ff-4eaf-a6d0-5eb705668277"},{"params":{"media":{"type":{"params":{"playerMode":"full","fitToWrapper":false,"controls":true,"autoplay":false,"playAudio":"Play audio","pauseAudio":"Pause audio","contentName":"Audio","audioNotSupported":"Your browser does not support this audio","files":[{"path":"audios\/files-660f0687d86cd.mp3","mime":"audio\/mpeg","copyright":{"license":"U"}}]},"library":"H5P.Audio 1.5","metadata":{"contentType":"Audio","license":"U","title":"Probing questions"},"subContentId":"72de7ff2-4f0e-4e64-93da-01c34553137f"},"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Active listening<\/div>\n"},{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Asking probing questions<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Answering the phone with a professional and courteous greeting<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Ending the call professionally<\/div>\n"}],"overallFeedback":[{"from":0,"to":100,"feedback":"The respondent is asking probing questions as they are asking the caller for specific information."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

What telephone skill is being used?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 7"},"subContentId":"98c71372-8443-47f2-add7-9f87f055d800"},{"params":{"media":{"type":{"params":{"playerMode":"full","fitToWrapper":false,"controls":true,"autoplay":false,"playAudio":"Play audio","pauseAudio":"Pause audio","contentName":"Audio","audioNotSupported":"Your browser does not support this audio","files":[{"path":"audios\/files-660f07645ab73.mp3","mime":"audio\/mpeg","copyright":{"license":"U"}}]},"library":"H5P.Audio 1.5","metadata":{"contentType":"Audio","license":"U","title":"Offering options"},"subContentId":"667ea61d-24ce-4e98-83e1-327f586281c2"},"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Active listening<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Offering options<\/div>\n"},{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Requesting repetition<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Providing the caller with the opportunity to ask more questions<\/div>\n"}],"overallFeedback":[{"from":0,"to":100,"feedback":"When you don't quite understand something or think that you have misheard the caller, you can ask them to repeat themselves. This is a good way to clarify understanding."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

What telephone skill is being used?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 8"},"subContentId":"91518dd3-a282-44be-9942-44497e922edc"},{"params":{"media":{"type":{"params":{"playerMode":"full","fitToWrapper":false,"controls":true,"autoplay":false,"playAudio":"Play audio","pauseAudio":"Pause audio","contentName":"Audio","audioNotSupported":"Your browser does not support this audio","files":[{"path":"audios\/files-660f07fb5bde5.mp3","mime":"audio\/mpeg","copyright":{"license":"U"}}]},"library":"H5P.Audio 1.5","metadata":{"contentType":"Audio","license":"U","title":"Seeking confirmation"},"subContentId":"c855fdc6-54b2-414b-a5b8-4c6d9f4a3da3"},"disableImageZooming":false},"answers":[{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Active listening<\/div>\n"},{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Seeking confirmation<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Answering the phone with a professional and courteous greeting<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Ending the call professionally<\/div>\n"}],"overallFeedback":[{"from":0,"to":100,"feedback":"The respondent is seeking confirmation by rephrasing what the caller has said."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

What telephone skill is being used?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 9"},"subContentId":"32a9519e-c7c4-499e-a673-138c0c1cca29"},{"params":{"media":{"type":{"params":{"playerMode":"full","fitToWrapper":false,"controls":true,"autoplay":false,"playAudio":"Play audio","pauseAudio":"Pause audio","contentName":"Audio","audioNotSupported":"Your browser does not support this audio","files":[{"path":"audios\/files-660f08bf39c8b.mp3","mime":"audio\/mpeg","copyright":{"license":"U"}}]},"library":"H5P.Audio 1.5","metadata":{"contentType":"Audio","license":"U","title":"Verbal feedback"},"subContentId":"1b976589-d548-45f2-8e3f-663d8645990c"},"disableImageZooming":false},"answers":[{"correct":true,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Listening attentively and empathetically to the caller's needs<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Offering options<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Answering the phone with a professional and courteous greeting<\/div>\n"},{"correct":false,"tipsAndFeedback":{"tip":"","chosenFeedback":"","notChosenFeedback":""},"text":"

Requesting repetition<\/div>\n"}],"overallFeedback":[{"from":0,"to":100,"feedback":"The respondent is using verbal feedback signals to communicate to the caller that they are listening attentively to their needs."}],"behaviour":{"enableRetry":true,"enableSolutionsButton":true,"enableCheckButton":true,"type":"auto","singlePoint":false,"randomAnswers":true,"showSolutionsRequiresInput":true,"confirmCheckDialog":false,"confirmRetryDialog":false,"autoCheck":false,"passPercentage":100,"showScorePoints":true},"UI":{"checkAnswerButton":"Check","submitAnswerButton":"Submit","showSolutionButton":"Show solution","tryAgainButton":"Retry","tipsLabel":"Show tip","scoreBarLabel":"You got :num out of :total points","tipAvailable":"Tip available","feedbackAvailable":"Feedback available","readFeedback":"Read feedback","wrongAnswer":"Wrong answer","correctAnswer":"Correct answer","shouldCheck":"Should have been checked","shouldNotCheck":"Should not have been checked","noInput":"Please answer before viewing the solution","a11yCheck":"Check the answers. The responses will be marked as correct, incorrect, or unanswered.","a11yShowSolution":"Show the solution. The task will be marked with its correct solution.","a11yRetry":"Retry the task. Reset all responses and start the task over again."},"confirmCheck":{"header":"Finish ?","body":"Are you sure you wish to finish ?","cancelLabel":"Cancel","confirmLabel":"Finish"},"confirmRetry":{"header":"Retry ?","body":"Are you sure you wish to retry ?","cancelLabel":"Cancel","confirmLabel":"Confirm"},"question":"

What telephone skill is being used?<\/p>\n"},"library":"H5P.MultiChoice 1.16","metadata":{"contentType":"Multiple Choice","license":"U","title":"Question 10"},"subContentId":"adb84971-ab14-48e6-97e1-6b6d62cae2c0"}],"disableBackwardsNavigation":false,"randomQuestions":true,"endGame":{"showResultPage":true,"showSolutionButton":true,"showRetryButton":true,"noResultMessage":"Finished","message":"Your result:","scoreBarLabel":"You got @finals out of @totals points","overallFeedback":[{"from":0,"to":100}],"solutionButtonText":"Show solution","retryButtonText":"Retry","finishButtonText":"Finish","submitButtonText":"Submit","showAnimations":false,"skippable":false,"skipButtonText":"Skip video"},"override":{"checkButton":true},"texts":{"prevButton":"Previous question","nextButton":"Next question","finishButton":"Finish","submitButton":"Submit","textualProgress":"Question: @current of @total questions","jumpToQuestion":"Question %d of %total","questionLabel":"Question","readSpeakerProgress":"Question @current of @total","unansweredText":"Unanswered","answeredText":"Answered","currentQuestionText":"Current question","navigationLabel":"Questions"}}

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