Systems
What do I use when I need to update a sale or send an email?
ACW
The 1% anniversary bonus is a feature of.....
AD
To authenticate a customer, we must have them confirm
First and Last name
How should you respond to I need to see it in writing/can you email it?
Acknowledge, Educate, 30 Day Review.
What is an open-ended question and give an example of one you would use on a call
A question that can't be answered with yes or no or multiple choice.
What does ACW stand for?
After Call Work
30-day benefit offers the benefit of....
Time to review the documents and make an informed decision to continue with the coverage.
We MUST read all the blue bold...
Verbatim
How should you respond to, "I don't think I need that"
Acknowledge, Probing question, find the unstated need
What are the 5 parts of the Make it Personal model?
Welcoming, Curious and Caring, Knowledgeable, Helpful and Thankful
What do i Use if I need to step away for a bathroom break outside of break time?
Unscheduled break
How much do you get per day for the hospital benefit?
Carp 100/Day AD 50/day
Even if taxes aren't applicable based on the province,
Plus applicable taxes
How would you respond to "I have coverage through work"?
Positively acknowledge, Supplement not replace, probing question.
What are the 4 social styles?
Driver, Analytical, Amiable, Expressive
What do I disposition a customer that doesn't understand English?
The Tax-Free lump sum payment, that pays directly to the customer is a feature that offers the benefit of.....
Control over how the funds are utilized.
What is the most important word when describing the product?
COULD!!!!
How would you respond to, "I don't have any dependents/spouse"
Acknowledge, Probing questions, Education
Each question should one of three purposes, what are the 3 purposes.
Uncover addition clues, Assist in overcoming customer concerns, Lead you to best objection handle to help your customer understand how this product could meet your customer's needs.
What do I do if I have a call with a customer that shouldn't have been called?
Take a screenshot (Snip) of gateway with their name & details then email it to the TMs
What makes our product flexible?
The ability to change your coverage at any time
When a customer say "no" after two objection handles, we must...
Accept the answer and not continue to push the product information.
How would you respond to "It's against my personal/religious beliefs"
You cannot
What are the 3 nudges you can use to help on your calls?
Goal Gradient, Operational Transparency, Personalization.