Customer Needs Analysis
What is the first step in determining the best plan for a customer?
Ask discovery question
What does ACA stand for?
Affordable Care Act
What does HSA stand for?
Health Savings Account
What is the first thing an agent should do when a customer raises a concern?
Listen
What should agents establish at the beginning of a call?
Rapport
Which is more important to ask first: premiums or healthcare needs?
Healthcare needs
What financial assistance may help lower monthly premiums for eligible consumers?
Premium Tax Credit
Who owns the money deposited into an HSA account?
The member
"That's too expensive" is an example of what?
Objection
What communication skill involves focusing completely on the customer's message?
Active listening
Why is understanding prescription usage important?
Drug costs affect plan value
Which household factor is commonly used to determine subsidy eligibility?
Household income
Can HSA funds roll over from year to year?
Yes
Why should agents acknowledge a customer's concern before responding?
Build trust and understanding
Why should agents avoid using overly technical insurance language?
To improve understanding
What family-related question can impact plan recommendations?
Household size/dependents
Cost-Sharing Reductions are generally available on which metal level plan?
Silver
Name one major advantage of an HSA besides paying medical expenses.
Tax advantages
What technique involves asking additional questions before providing a solution?
Probing
What type of questions typically provide the most useful information?
Open-ended questions
What sales skill helps uncover a customer's true concerns and priorities?
Active listening
What federal marketplace form is commonly used to estimate financial assistance eligibility?
Marketplace application
What type of health plan must generally be paired with an HSA?
High Deductible Health Plan
What is the goal of objection handling?
Help the customer make an informed decision
What should happen before an agent closes a sale?
Confirm needs and understanding