Resources
You should regularly review these so you know what you can, and more importantly, cannot do.
Scope SFAs
After we verify the customer, this is where we open the Call Tracker from.
ECRM profile, Call Tracker Tab.
When a customer calls in to add a vehicle, this resource should be used for helpful probing questions to determine if you will be doing an added or replacement vehicle transaction.
NAC Decision Tree SFA
What is State Farm's Biggest Discount?
Drive Safe and Save
In order, what are the 3 steps for assistance while on an active call?
1. Resources
2. Escalation
3. RTA
This is why it's important to leave accurate and professional notes
Multiple Answers Accepted
Legal Document
Clarification and Communication for Agent's office
To prevent complaints and errors.
This is the first expectation you should set prior to beginning an Added Auto Transaction.
There may be a DOWN PAYMENT required.
What is the best feature to lead with when it comes to Drive Safe and Save? (Hint: $$$)
Which policy type can we NOT process an "agent change?"
None, we can do all policies!
When should you be filling out the Call Tracker?
Beginning, Middle and End of call.
Throughout the entire call.
For example: When adding a new application, you must read this compliance disclosure SFA.
FCRA
At what point, in the transaction, should you offer the Drive Safe and Save discount?
When you offer the Quote to the customer.
These are the only three states that do not offer 30 days of coverage after replacement.
NY, NC, VA
Customer Calls in to add a vehicle. You quote with Drive Safe and Save, the customer says no to Drive Safe and Save. You requote without DSS.
Before you telephone retrieve, the customer says he's being abducted by what he believes to be aliens and cannot finish the call at this moment.
This is how you mark the call tracker.
Private Passenger: 1 Quotes, 0 Bind
DSS: Box Checked, 1 Quote, 0 Bind
Added Auto
Completed Quote
Proper Notes for agent
When adding a vehicle, what important discount do we never add or even touch?
AFD
Accident Free Discount
Quotes and Binds section (Top Right)