First Impressions
Stepping into an important meeting Yoda is and have time he does not.
Doubt or objection is this?
What is Objection
What are procedure for returned form with customers information
1.Look up the lead
2. Note in Velocify with ticket number
3. Transfer needed info into Velocify note
4. Set cb/call
5. Mark TD and close ticket
R2-D2 with MACU has a junk removal business. Can you send this lead to an agent?
Yes, policy Sweet Cheat Sheet does not apply to MACU customers.
Your BLEND Lead looks like this: Do you set cb for it, or work it like normal?
Quadrant Average Annual Premium: $1143.17
Carrier: AcuityPremium: $538 per yearAuto Bundle: YesCOVERAGE/Dwelling: $147000
Set cb for Producer
Who is the first person taking call backs at 2 PM today?
(you have 30 seconds)
Joshua
You customer says no to a bundle, find their why.
Role-play with opposing team.
You have 1 minute
Good Job!
What are the 3 steps to working an EOI Ticket IF the lead is in a producers name?
1. IM producer to let them know
2. Leave ticket open and assign the them in TopDesk
3. Leave note in Velocify
When receiving an IB Bold Penguin call you will ask the rep 1 question about the customer, what is it?
What is the detailed description of their day to day business activity?
Who are the 4 people you must you cc when setting a BLEND apt?
Who is Laurie, Brandon Jones, Diyon and Joel.
How many hours of dial time do you need to qualify for Top Dog Bonus?
59+ Hours
What are the first 2 steps to Dealing with a Customers Concerns?
What is Pause and Clarify
What do you do when you don't know how to work a ticket
First check binder, then reach out to a Shift Lead.
If Han Solo has a SOLD POLICY but wants to add a NEW line of business, the Sold date is 10-1-20, how do you work this lead?
What is "Gather additional information for new line and get to Original producer if possible. If not, transfer to the producer queue for the next available producer."
What four agents can quote Life?
Cherise, Jared, Alison, Luis
How do you restart a Voicemail?
Pressing number 3. (won't always work)
When on IB what should you ask the customer to find them in Velocify?
Their name
If Darth Vader referred the Sith but did not put any contact information with the lead. How do you proceed?
Use a Misc MACU ticket to let Darth Vader know and request their contact information. Put ticket number and note in Velocify and close lead.
Chewbacca from PS did not fill out any information online, but wants BOP and WC for his handyman business. Can you quote this in GA?
YES!
Luke Skywalker with MACU went online and filled out information for an auto quote.
Leave him a voicemail.
1. I just received notification that you were online inquiring about an insurance quote.
2. I want to make sure all the discounts are applied to get you the lowest quote possible."
I took piano lessons for 13 years.---I have been para sailing in Mazatlan Mexico.----I have been to a Kiss and Megadeath concert----I love playing cover your assets card game.
You have 3 guesses.
Maria
Princes Leia answered and does not want a quote because she has been with her insurer for 20 years and really likes them.
Is this a doubt, or an objection?
BONUS: How could you overcome this doubt or objection?
What is doubt?
BONUS: Prove by reference, evidence or demonstration
What order should tickets be worked?
From top to bottom UNLESS there is a time sensitive ticket.
To work a Commercial lead you need these 4 things pulled up
Bonus Question: What is the 5th thing you should have pulled up?
What is the Policy Sweet Cheat sheet, PS Quote lookup tool, Great American Spread sheet, Note Template
What qualifies your call for an Umbrella assist?
BONUS QUESTION: What is a correct response when Jabba The Hutt asks, "What is that?"
What is bundle or just auto.
Answer can NOT include: 1 Million $$$ or anything specific, stick to the script.
Who's words of wisdom are on the hourly tracker?
Bonus Question: Recite the quote from memory.
Dwayne Johnson
"Success isn't always about greatness. It's about CONSISTENCY."