Resources
What does AA stand for?
AutoAnswers
When should you fill out a Call Tracker?
Every Call.
When someone calls in to add a vehicle to their policy, what SFA resource are you pulling up immediately to determine if this is a true added auto scenario or a replacement scenario?
NAC Decision Tree SFA
At what point, in the transaction, should you offer the Drive Safe and Save discount?
When you offer the Quote to the customer.
When should you contact Escalation?
When you cannot find or need help understanding a resource.
We should never receive a complaint that includes this type of error?
Leaving improper notes, or wrong Case/Log type.
What is the main expectation you should set prior to beginning an Added Auto Transaction? (Hint, it's not an Up Payment)
There may be a DOWN PAYMENT required.
What is State Farm's Biggest Discount?
Drive Safe and Save
You should regularly review these so you know what you can, and more importantly, cannot do.
Scope SFAs
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
What are 2 next step expectations you should set when a customer agrees to Drive Safe and Save?
Multiple Answers accepted.
In order, what are the 3 steps for assistance while on an active call?
1. Resources
2. Escalation
3. RTA
If you Quote and Bind an Added Auto, the "Call Scenario box" on the Call Tracker should be left, this?
Blank
Private Passenger: Quote and Bind
Quotes and Binds section (Top Right)
Using THESE (every call) is not only important for writing good insurance but is also a requirement for continued employment on the State Farm Program.
Resources
Resources
Resources
When leaving notes on the Call Tracker, should you ever have:
All Caps on
Abbreviations
Poor Grammar
No. Never
When adding a vehicle, what important discount do we never add or even touch?
AFD
Accident Free Discount
What is the best feature to lead with when it comes to Drive Safe and Save? (Hint: $$$)