✨The Four Pillars
of the craft✨
of the craft✨
Sharing best practices, asking for feedback, and Utilizing resources.
What is: Teamwork
Bonus 100 points if the agent adds: We got further together.
The Welcome Charm.
What is:
Starting your call with a smile.
The Required Gifts
What is: MAQ/New Associates, New Credit Card, Smart Home Security, and Assumptive AR.
What payment tool should be primarily utilized when processing a payment?
What is: CardEasy
Bonus points 100- if the agent can answer:
When is the only time we should be using AIM?
The levels of membership that AAA MWG offers?
What is:
Classic
Plus
Plus RV
Premier
Premier RV
Service: We hold ourselves to the highest standard of service to our Members.
What is: Use of empathy and courtesy statements.
Educate the member on the benefits, discounts, and additional services. Help remind them of the memberships value.
The Identity Rune
What is:
Full Name, Address, and Phone Number.
Bonus 200 points if the backup runes are listed.
(DOB, Email, other associates, ETC.)
A value statement that could be paired with a Smart Home offer.
What is: "With our security packages you are in full control with our customizable, contract free, packages."
Or something similar.
A new associate has been added. The agent should....
What is: Ask for their DOB, phone number, and if possible their email address.
Bonus points 200
In addition to the listed above what is an additional step the agent should take?
What are 3 benefits outside of road service and DMV services does the Premier RV membership offer to the member?
What is: Lock Smith reimbursement, Trip interruption, 1 free Hertz car rental, discounts at concerts, hotels, and gas stations.
Ask for help.
What is: Integrity
Bonus 200 points if the agent states why. Example "You don't know what you don't know. It takes more integrity to ask for help rather than, assuming you know and guiding the member down the wrong path."
A piece of identifying information you gather to help streamline the process when dealing with a member who doesn't have their membership number.
What is: Asking for the phone number on the account.
After making the assumptive AR offer and the member is hesitant, the agent should....
What is: When a member expresses hesitation about "storing their card," this is the expert-level rebuttal that pivots the focus from the payment method back to the security of their membership benefits.
Or provide an example.
A member request to remove an associate prior to the renewal period.
What is: Place the associate as DNR.
Commercial vehicles and/or commercially modified vehicles are covered under the road service membership.
What is: FALSE
We are Curious and our minds are open.
Examples:
Ask questions to the member, your peers, and yourself.
Speak to their unspoken needs.
What is: Humility
After getting the membership number the agent states: "I have this account for (members name)". Is an efficient process to identify the member.
What is: False.
We should never be releasing a members personal information. Instead make sure to ask them to provide the information.
"It looks like you can add a household member and get them an additional 4 service calls for only $X.XX. Who else would you like to protect today?
What is: Speaking to the value of the product before closing the offer.
Ending the call with gratitude while building the bridge for the future.
What is: A small recap thanking the member for allowing you to assist them with their request. Followed by offering the survey.
Your Headmaster Annette Vine has been with AAA for 12 years.
What is: FALSE
10.5 years
Vision:
True North
Create members for life.
What is:
People Helping People.
Appropriate Financial Performance.
Organic Membership Growth
Service Excellence.
(Must get 2 out of 4 bonus 500 points for all 4)
What Pillar and VIP focus does the Enchanted Threshold connect to?
What is: Service and Partnership
Use of Empathy when making an offer.
What is: Connect the offer to their potential situation.
12/31/1900
What is: An incorrect DOB that should be updated to the members correct DOB.
Bonus 500 points if an agent can tell why we say DOB'S with the year 1900 or similar?
Other than Annette, who are the other Headmasters, professors, and mentors you can lean on for feedback, resources, and development?
What is: Your other Managers, team leads, peers, and QA team.