Agent Priorities
True or False: An agent's primary focus should be on managing email quotes and correspondence rather than immediately working on newly assigned leads in Connect Suite.
False. Agents should always prioritize new leads first.
This required note must be added to every auto policy and is accessed via the IPC Home Page
What are IPC Notes?
This critical piece of information is needed to establish insurable interest for the vehicle
What is asking if the vehicle is titled in their name?
This is a technique of starting with the highest tier product, like Premier, and incorporating it into the initial down payment explanation.
What is top-down selling?
What action should an agent take immediately after logging in or out to ensure their timecard is accurate?
What is review Workday and submit any applicable time clock corrections?
True or False: When facing competition, agents should suggest reducing or removing coverages to match competitor pricing
False. Agents should always sell the value of AAA and explain how coverages protect the customer, which is part of providing coverage counseling.
Similar to the Auto policy, this status must be active and valid at the time of bind for a Home (HO3, HO4, HO6, DP3) policy.
What is Membership?
Beyond the primary applicant, this group of people should be confirmed to ensure correct policy details and AAA membership inclusion.
What is asking about other household members?
This style of questioning is the best way to uncover a potential customer's specific needs for a product or service.
What is probing or open ended questions?
What is the term for when an agent is assigned new leads but does not actively work them for two or more hours?
What is call avoidance?
True or False: Agents are allowed to "cherry pick" their assigned leads (e.g., skipping leads or only calling specialized leads like Watercraft once) instead of working them in the order received.
False. Agents should always double-dial all leads in the order they are received.
Instead of reading the information from the quote, this is what an agent must ask a customer to do to confirm the details before proceeding on an outbound call for a new lead.
What is verify the information?
To avoid leading a potential policyholder, this is the best phrasing to use when asking for the age they were first licensed to drive.
What is "What age were you first licensed?"
According to Quality Assurance call reviews, this product or service is the most frequently documented missed opportunity or passive offer at the end of a sales call.
What is the Smart Home Product?
The three core goals for sales agents in 2026.
What are Insurance Premium, MAQ, and Smart Home?
Agents must check this status for every household member before binding the policy
What is Driver Rating (appropriately rated, excluded, or not available for rating)?
The two key pieces of information an agent should "probe about" with a customer to determine the true annual mileage and prevent premium leakage.
What are how many miles are driven each way and what else the vehicle is used for?
Agents should avoid running this report unless the customer is ready to purchase because of the cost it incurs for AAA.
What is running the MVR (Motor Vehicle Report)?
When a customer purchases an online quote without a Membership, agents should spend time doing what two things to engage the new customer?
What is calling the customer to welcome them to AAA and offering the Membership Product?
This is the monthly target for MAQ.
What is 23
Agents must never offer to run this report unless the customer verbally says they would like to move forward with purchasing the insurance.
What is the MVR Report.
Instead of simply reading what's on the screen, an agent should do this to help the customer understand the value of higher liability limits.
What is coverage counseling (counseling on the benefits of increasing limits beyond minimums)?
Agents should be using this system primarily unless the policy is a DP3?
What is DASH
When an agent is assisting a customer who is purchasing insurance and already has an active membership, the agent should spend time doing this to ensure the entire household is covered.
What is probing for additional household residents, regardless of age, to offer to add to the membership?
This is the monthly sales target for Smart Home per agent.
What is $1,000