Column 1
Which of the following is an example of an absolute statement?
(a) "If someone uses your information within our network, we will alert you."
(b) " If you become a victim of identity theft, we’ll fix this for you."
(b) " If you become a victim of identity theft, we’ll fix this for you."
What is the "Virus Protection Promise?"
Should customers have a virus that Norton is unable to remove, you'll be reimbursed for the entire cost of their membership.
If a customer does not have an email, which plan can we offer them?
LifeLock Basic
Which plan(s) offer Home Title Monitoring?
LifeLock Ultimate Plus
What are the two "Premium" plans?
(1) LL Ultimate Plus and (2) LL Advantage
Which of the following is an example of an assumptive closing:
(a) "Would you like to get enrolled in the annual option?"
(b) "Let's go ahead get you enrolled so you can have some protection in place, okay?"
(b) "Let's go ahead get you enrolled so you can have some protection in place, okay?"
Which plan(s) offer Credit Card Checking and Savings Account Activity Alerts?
(a) LifeLock Ultimate Plus
(b) LifeLock Advantage
When should we say the phrase "within our network?"
When we mention the LifeLock Alert Network or the word "monitor."
Which credit bureau offers the alerting for the Advantage Plan?
Equifax
If a customer asks about the price in the Introduction--that is, before you read the script, how should you respond?
That's a great question; I'll go over that with you in just one second. But, first, I want to make sure I recommend the right plan for you, so I have a couple of questions.
Name the 3 credit bureaus:
(1) Equifax
(2) Experian
(3) TransUnion
If a member has the Standard Membership, how much are they eligible for under Stolen Funds Reimbursement?
$25,000
Which plan offer tri-bureau credit features (credit reports, scores, and monitoring)?
If a customer wants to enroll themselves and their spouse, what size family plan should we offer them?
"Small Size"
Offer the one-time SMS.
If a customer had money stolen our of their existing checking or savings account, which feature should you highlight?
Credit Card, Checking, and Savings Account Activity Alerts
(a) LifeLock Ultimate Plus
(b) LifeLock Advantage
(c) LifeLock Select/Standard
"If you become a victim of identity theft, our _______ will work to resolve the issue for you."
Restoration Specialists
How many devices are can members install Norton on with the N360 With LifeLock Ultimate Plus?
20 devices
If a customer asks, "Is my information secure with you guys?", how should you respond?
"The security of our members data is very important to us. We work to maintain a high level of security standards." We can say anything as long as we don't say, "Yes, we are secure."
Adding _____ or _____ sentences is a great way to ensure that you are not making absolute statements.
"Work to" and "help"
When should we enter the "DEFAULTWEB" promo code?
When the customer mentions they saw a different price on the website.
What is a "Tie Back?"
A "Tie Back" is a sales technique wherein a sales representative ties what the customer needs into the solution they can provide.
If a customer asks, "If I become a victim of identity theft, you guys will fix that for me?", how should you respond?"
Our Restoration Specialist will WORK TO (or HELP) resolve the issue.