Who?/What?
Who can view what products and services a customer has with BCAA?
Any agent assisting that customer.
When in the conversation should you be collecting an expiry date?
At any point. Can be at the beginning while doing Customer At A Glance. Can be part way through, based on how the conversation goes. Can be at the end, while wrapping up the interaction.
How many auto expiry dates can be captured per household?
Multiple - as customers can have more than one vehicle and vehicles must be insured separately, unlike home insurance.
Which CX Behaviours would the agent be using to uncover some cues for asking for an opportunity?
a) Creativity
b) Curiosity
c) Engagement
d) All the above
d) All the above
What are the required fields in a home expiry date? Complete the sentence.
The required fields are expiry month, date, and if they ___ or ___.
Own or rent.
Why do we ask team members to collect expiry dates? Please select all that apply.
a) We like to create more work for them
b) Create future connections to maintain growth
c) Increase products per household
d) For Marketing to be able to send targeted direct mail campaigns/offers
b), c), and d)
At a glance, how can one quickly tell if the customer does not have a specific product or service with BCAA?
The product or service shows as a faded icon.
Which product can we leverage to easily increase number of products and services per household?
Membership because of the membership savings.
Who should we be creating expiry dates for? Select the best answer.
a) Our members
b) New to province customers
c) Customers eligible for the product
d) All of the above
d) All of the above
When would you delete an auto expiry on file?
When the vehicle is sold.
How would you describe the icon for Life Insurance under the Products and Services Tab?
Family of 4 - 2 adults with 2 kids.
Which product or service has the icon of a vehicle with a wrench?
Auto Service Centre.
What are the two pieces of information required to get the credit for an auto expiry date collection?
1. Email opt-in
2. Vehicle make
Where would you click to see the customer's transaction history for that product or service?
How many total number of products and services do we have in CRM? Please select one.
a) 7
b) 9
c) 8
d) 5
b) 9 - Membership, ICBC, Optional Car, Travel Insurance, Home Insurance, RV Insurance, Life Insurance, ASC, Evo
Which 3 of our 5 organizational competencies best align with creating future connections?
Customer Centric, Results Driven, and Innovative.
What do you add when a customer is not eligible for a product?
Do not offer symbol "Ø" to the immediate top right corner of the product.
Name two reasons why a customer would not be eligible for a product.
ie: Driver history, age of vehicle, rebuilt vehicle, right hand drive vehicle, fuse boxes for home product, any home water damage in the past 3 years due to Poly-B plumbing at the location we are looking insure, etc.
How would you ask for an auto expiry date with a customer who just renewed their home insurance and membership?
ie: Thank you for renewing your home insurance and membership with us today! Did you know we can possibly save you money on your auto insurance as well? Let us send you a free reminder for a quote when it comes due. What is your vehicle year...
Which two filters can be used to view product detail by customer or household member?
1. Show active only
2. Show active first