Greet & Open
Discover I
Discover II
Payment & PCI
Satisfy & Close
100

What is the first step of any call?

What is: State your name and brand AAA

100

When is the agent required to disclose the 48 hr wait before processing payments?

What is: New Memberships, Associates, Upgrades, Reinstating memberships

100

When overcoming objections, what are the basic steps?

What is: Acknowledge, Ask questions, Educate on relevant features/benefits, make Offer and move forward with call

100

What script should be read when a payment is made that is not on AR?

What is: The Payment Authorization Script - Script 1

100

True or False: Being on social media or watching any streaming device while on a call is okay.

What is: False

200

For New Memberships, what information needs to be gathered?

What is: First & last name, full address, phone #, email and DOB

200

When reviewing the rider level, what are you required to do?

What is: Confirm miles included and educate additional benefits of the membership

200

What is an Open Ended question?

What is: questions that allow someone to give a free-form answer - To keep the conversation going

200

Where can you find any of the payment scripts?

What is: The Hub

200

At the end of the call, prior to branding the call, what should you do?

What is: Summarize and offer additional/future assistance

300

If the city does not match what is in CS, the agent should do what?

What is: confirm the correct city and update accordingly.

300

What details should be reviewed on the membership?

What is: Tenure, Rider level, Associates, Exp/renewal Date and AR

300

The Member called in stating they lost their wallet. What opportunity should you take?

What is: offer Identity Champion

300

What is AIM and when should it be used?

What is: a software to pause and resume recording when taking and processing payment

300

Being attentive and having a friendly tone is an example of what?

What is: Professionalism

400

When should the Recorded Line Statement be read?

What is: Inbound direct extension calls and outbound calls

400

During the offer to add an associate, the agent is required to include, what?

What is: The cost, applicable discounts and that they are in the household

400

How many attempts should an agent make to resolve indifference/overcome objections?

What is: at least one

400

When the agent is on AR, which script should be read when only the form of payment is being changed midterm?

What is: Script 3

400

When transferring the call to a different department, does the call need to be branded?

What is: Yes

500

What are the first 3 pieces of information that should be verified?

What is: First & Last name, Full address & Phone #


500

Why should the agent educate the member on benefits?

What is: To let the member know AAA is more than just a towing company

500

When should Smart Home be offered?

What is: on all applicable calls

500

True or False: Checking account can be used as a form of payment over the phone

What is: False

500

When you are asking clarification questions and checking if the member understands, is an example of what?

What is: Active Listening

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