Opening
State the inbound opening.
Thank you for calling/ contacting American first finance my name is ------ may I have your name please.
What is the Abbreviation AET stand for?
Avoid Early Termination.
What is the purpose of Bridging?
Bridge is for the emotions that you hear and to show the cx that you care.
What does FOT stands for?
Facts on the table.
AFF core value are servant heart, embrace change, walk the talk, dare to be different, get stuff done, no drama. True/False.
True.
Name two things we should avoid in the opening.
How are you doing?
Too many pause
How can I help you
Gender graffes
being distracted.
What is the purpose of a AET?
To keep the customer on the phone.
Bridging can take place anywhere on the call True/False.
True.
What are the three important questions called?
Diagnostic questions.
What are the servicing team systems that you will use regularly?
Livevox, Radiant, power DMS.
What are the steps for opening with an RPC?
Ask for customer
ID self and company
Develop RPC
State purpose of the call
State the monitored and recorded disclosure.
When the cx tries to push the payment to someone else which objection is that called?
Responsibility.
What are the steps in bridging?
Listen to the emotion
Acknowledge
Pause
Remove Isolation
Transition
Name the three Diagnostic questions
You have a total amount due of -- can you pay that today.
How much can you pay today?
When can you pay the remaining / total amount due of?
What does LTO stand for?
Lease to own.
How many openings are there name them?
4 Rpc, wrong party, Suspicious party and inbound opening.
Name the steps in AET?
Acknowledge Pause Transition
Why do we remove Isolation? give an example of removing isolation.
To sell your experience.
"I've been with this company for five years, and I've been able to help customers in their most difficult situation.
What are two things that we need to avoid when stating the FOT.
Avoid judging the customer's ability to pay. It does not matter the amount.
Avoid negotiating the payment before clarifying the total amount due.
When was omni open state date month and year.
December 14,2020
What are the three questions that a suspicious person asks?
Who is this?
Where are you calling from?
What is this about?
You contacted the cx and the cx stated that I've spoken to someone about this already what would be your respond and which AET is this?
"I heard you say your situation has not changed."
Pause
"I'm reviewing the notes as we speak, and I may have some possible solutions to alleviate some of the stress."
This is nothing to talk about.
The cx called in and said: "I've told several persons before I am not working, I cannot pay'.
"Sounds like you are really in a difficult situation."
Pause
"I've been with this company for five years, and I've been able to help customers in their most difficult situation."
"Let's take a moment and see what we can do together."
You contacted the cx with a TAD of $500 state how would you go about this call.
Opening, then stated the three questions.
What is the name of the president for AFF?
Howard Hambleton.