Berlitz Tips for VXI

Описание: I feel really awkward seeing myself on cam and talking to myself, so I'd rather just have another person in the video to help when it comes to Berlitz.

However, here are tips I can give when in comes to passing the Berlitz Language Assessment.

So what is Berlitz? Berlitz is a type of assessment where it gauges a person's fluency in the English language. However in VXI's Telco account, it's a bunch of pre-recorded situations of a customer calling in for various reasons, like a broken laptop hard drive, book spine and inquiring a new internet plan. The situations are so random, so you don't know what you'll get which is similar to our job as a representative to this Telco account. Thankfully it's situations that are in the pandemic which makes it much easier to relate to.

Also I forgot to say this in the video, but you should type down keywords and notes to make sure that you speak in order.

I'll put here my notes for the Berlitz as well that I did when I did the assessment months ago:

Berlitz
measures communicative ability
pronunciation, grammar and fluency
neutral accent
the way we sound and understood
have agents ready before training and production
super simple and follow basic call flow

Expectations
listen to recorded calls
situational in nature
directly answer the questions asked to you
customer service related
general form
in depth and technical knowledge
technical knowledge
phones, internet and cable tv
general knowledge only
failed this test
must be good pronunciation
not a technical knowledge but fluency exam

7 questions
30-35mins not 1hr
listen to the call and answer it
answer for two minutes or one for preparation
and one for provision answer
depends on the question provided to you
follow the basic call flow and summarize the situation

answer confidently
be creative and imaginative with your answers
keep a customer service mindset
Use AER - Acknowledge, Empathize and Reassure
make it simple understandable and repeat what is mentioned
Exhaust the timer and refrain from using the NEXT button
cannot finish the timer:
-- before I forget
-- promotional discount
-- by the way, I almost missed to mention that...
-- oh i have additional information...

30 seconds - summary/empathy
30 seconds - first option
30 seconds - second option
15 seconds - requirements/installation
15 seconds - additional information

Summarize - Describe the situation
Share - Share your empathy and your own experiences
Solve - Provide options and state their pros and cons

Good luck! Feel free to comment down below if you want a one on one help with me during my free time!