Kustomer
What are the 3 conversation statuses in Kustomer?
Open, Snooze, Done
How do we access retool/ our rater?
See All Results button
True or False: I do not need to file a quote outcome when I sell a policy
False! We file an outcome after every quote and sale
You are assigned a lead that texted "I'd like some help switching insurance". What do you do first?
Call them!
I have a question regarding a quote I'm working. Where can I get manager support?
#Consumer-ops-helpdesk in Slack
Time zone for send later and message timestamps are always in
Your computer time zone
Once we access retool, what is the button we always click?
Request more quotes
What two types of documents do you send after each auto sale?
Policy declarations and ID card(s)
What are the two ways we "terminate" a lead?
AOR change or Ad link
You woke up sick, and won't be able to make it into work today. How do you let someone know?
Use the unexpected absence form
What must agents do when placing an outbound phone call? (Specifically around the conversation)
Merge it!
What does "Not yet quoted" mean?
An automated quote was not pulled/ available - agents can manually quote
How do you log a sale?
Sales Log button in Kustomer
When would you not start quoting with the top result in Retool? (3 reasons)
Currently insured with carrier, carrier appetite, had a bad experience/ refused
You’re working on bringing up your Bind Quality Qualifier score. Where can you review your scores in detail?
MaestroQA
What are the two types of drip campaigns? What does each one do?
Fast follow: Generic messages/ calls driving inbound contact
Quote: Specific messages tailored around a quote discussed or sent to the lead previously
Where can we find alternate product availability by state?
Carrier SSOT
What are the two shortcuts you use after a sale?
#SoldPolicySMS and #SoldPolicyEmail
What type of lead is eligible for a Policy Consultation?
Every lead without significant savings at quoting should be pushed for a Policy Consultation
You need a refresher on the Mile Auto program for a customer. Where do you look first?
Knowledge base
What are the three sub-statuses for snoozing? What do they do?
Follow Up: Default setting - reopens the conversation and leaves agent assigned
Scheduled Callback: Creates calendar invite, sends slack & calendar alerts, leaves agent assigned
Reassign: Reopens the conversation, removes the assigned agent, moves convo back to team queue
What does the "Fulfilled by" column show?
What we can quote/ sell in house vs ad links
Where can you find issuing carrier for logging a sale?
Policy declarations page
What are the 4 main SMS shortcuts we can use during the quoting phase?
#NoInterview_WithQuotes
#NoInterview_NoQuotes
#PolicyConsultation
#SendingQuoteSMS
Proof of prior from the customer is required for a sale - but they don't have it right now. What are the two options?
Bind the policy without the POP discount applied OR Schedule a time to follow up once the customer has the documentation