PSP
What are the three main parts of relating?
Preliminary questions, PPP, and Empathy Statement
When do we read the exclusion script?
When we are excluding a driver.
What are some examples of information we can confirm? Name at least 2
Prefilled POP, Things customer has already provided, Annual mileage for commute, accidents/tickets found through IDF
What should you ask every customer before you enter the quote?
Is the customer in the quote?
What are the two most important tools to help you be successful with your back wheel?
KMS and Assist
What are paired questions?
Questions to determine the have/want
What do we ask for permission for if a customer does not want to provide their Social? What guideline do we find that in?
To run their credit. SSN
How do we ask about household members/drivers?
How many people live in your household?
How many are over the age of (minimum permit age)?
Who else will be driving your vehicle?
THEN start listing people
What information counts for verification?
First name, last name, DOB, and last 4 of social, or address if no social
When should you put someone on hold? What guideline do we find that in?
For any silence longer than a cough or a sneeze
Hold procedures
What are the 6 kinds of questions?
Best/least, magic wand, fact finding, feeling finding, Tell me More, Checking
What is the question we ask for customers in CA when it comes to their race? Where do we find that?
"The state of California requires that we ask this question on every application. It is not a Progressive question. You do not have to answer this question, it is completely voluntary. What's your race or national origin?" Race/National Origin
What are the two ways to ask questions with a dropdown? (Example: License type, years licensed)
Open ended, or reading from the list
What details must you go over in step 6?
What are all the parts of delivering the rate for both monthly and PIF?
Monthly: Payment amount due today, monthly amount, total 6 month premium, installment fees, any state fees
PIF: Premium, state fees
When do we provide solutions?
After building the quote on the coverages page.
When do we do pre and post sale scripts?
Presale: Just after getting the account info, before transferring to the authorization line/selecting in the dropdown
Post sale: After the sale
What annual mileage can you confirm? What annual mileage do you have to ask?
Confirm: Commute
Ask: Personal, Business, Farming
When do we provide the rate and fees?
After assisting with the reason they are calling, and before going over the details
When the rate changes due to reports being run, what do we tell the customer?
All the reasons in the blue box why the rate changed
What is the purpose of PSP?
To build trust, determine the difference between a customer's wants/needs, and provide solutions for that gap.
What are all the parts of the Snapshot script that are mandatory for TX, both for if the customer wants Snapshot and if they don't. Use the guideline!
Snapshot - 5.01 Mobile & Device
Which questions on a new quote do we either ask or confirm, depending on the question?
ALL OF THEM! EVERY SINGLE ONE!
What do we confirm before we leave the page with phone scripting and licenses?
"At this point, we are going to verify your driving history. If any additional accidents, claims, or violations appear, it may result in a rate change."
When can we provide our callback number, and what are the steps for a call back? What guideline do we find that in?
Own the call