Column 1
Which plan(s) include the credit, checking, and savings account activity alerts?
(a) LL Ultimate Plus
(b) LL Advantage
What is an open-ended question?
A question that requires more than just a one word answer.
What are the two instances in which you do not have to present the LL Ultimate Plus first.
(a) Norton inquiries
(b) When customers don't have emails
Double Question: (1) If customer doesn't have an email, what plan can we sell them?
(2) Before presenting the plan, what should two questions should we ask them?
(1) LL Basic
(2) Ask them if they have a credit/debit card and ask why they are interested in the service.
When an agent asked their customer why they are interested in identity theft protection, the customer responded, "I got a phone call from somebody posing as my bank asking me for my SSN and date of birth and I gave it to them.
What LL feature would address the customer's concern.
LL Identity Alert System
When asking a customer why they are interested in identity theft protection, a customer says they're getting phones calls for credit cards that are being opened in their name and that they need protection.
After they tell you this, how should you respond?
Oh, wow, that's not good, but you called the right place. We're going to get some protection in place for you before this call is over.
True or False: When capturing customer's addresses, we want the ______ address.
Billing
Which family plan would suit one parent and one minor.
Trick Question: there are no family plans for one adult and one minor. We would have to set up the adult on a standalone plan and add the minor later in the call for $5.99 a month or $65.99 annually.
How many devices are covered under the LifeLock Standard Plan?
0
If Ms. Jones gave out her account number, what LL feature should you highlight?
Credit, Checking, and Savings account activity
How many months do customer's save when they enroll annually?
2 months
How should you respond in the following situation:
After asking for their name at the beginning of the call, the customer asks, "So, you guys are going to protect me if someone tries using my SSN?"
That's a great question, and I'll go over what we can do to help you in just a minute, but first, I have some questions I need to ask you.
Give an example of an assumptive close:
I.e. "Let's get you enrolled and get your protection in place, okay?"
"I want to talk it over with my spouse first"
Show your spouse how it works rather than tell them about it.
Overcome the following objection:
After presenting the monthly Ultimate Plus option, the customer says, "I can't afford it."
(a) offer an NNMDT code
(b) or drop sell to the Advantage
Sally thinks the Ultimate Plus plan is really expensive and she doesn't want the customer to hang up after hearing the price, so she presents the LL Advantage plan first. Why is this a problem?
Sally will omit the important legal disclosures.
True or False: Before finalizing enrollment in all Norton plans, we have to read, "Since your plan may contain credit features, such as credit monitoring, reports, and scores, you must have a credit file with sufficient history..."
False
Overcome the following objection:
"I want to shop around."
N/A