AET
This objection is used when the customer is in a rush.
Time
We should always do this after stating the purpose of the call.
Pause
Do this in order to identify the emotion
Listen
This objection delegates payment on the account to a spouse or child.
Responsibility
In an inbound call, we should transition to this after validating the account, if there is Total Amount Due (TAD) on the account.
Facts on the Table
John called in and was very upset. Hennie started to sell her experience, what did she miss.
Acknowledge the emotion
What objection uses the excuse that they were going to make a payment soon?
Tense
In the outbound opening, it is important to state this...
The purpose of the call
What should Hennie do after the acknowledgement of emotions?
Pause
Paul told the agent that he will not be making a payment until his NSF fee is waived.
Lines
How would a servicing agent validate the caller's account?
SSN/ DOB/ Address
What does it mean to remove isolation?
Sell your experience with working with others.
what objection indicates that the customer has a reoccurring issue that has not been addressed.
Nothing to talk about
What line is mandatory for outbound calls, regarding disclosures.
"On a monitored and recorded line"
What key words should be used when transitioning the customer?
We/us, together, solution