Group 1
.What is the main purpose of active listening in a customer service call?
To understand the customer's needs and concerns
Included in the Direct Line Essential cover, in the event of an accident or claim, would the customer receive a courtesy car or a guaranteed hired car?
Courtesy car
Which of the following is an example of active listening?
Paraphrasing what the customer said to confirm understanding. -Correct
When doing a COV is it necessary to confirm the modifications question?
Yes, it is a key rating requirement and needs to be confirmed when doing a COV
When a customer says that we should speak a bit louder for the first time, will you automatically take it that this customer is vulnerable?
No, I will wait for more indicators and probe a bit.
An unauthorized contact calls in and completed ID&V for the policy holder, it is not necessary to go through ID & V with the PH again when gaining authorisation to speak to the 3rd party
True
The customer being a hoarder is this a vulnerability.
Yes
What are the 3 benefits that comes with Comprehensive + cover
FUE,MLP,GHC+
What is the name of the screen that allows you to add benefits, change the level of cover and provides you with the price?
Coverage selection
On which platform would we leave notes?
Policy center