DSS
What is the log in for the Drive Safe and Save Demo App?
UserID: demo+ Password: whatever you want (some people do "password")
How do you determine if a policy is Mutual or Standard?
Why is having the SFA open on your screen a requirement?
Verbatim Word Tracks
I’m an existing SF auto PH looking to make coverage changes to my current auto policy – where do I get transferred?
R2
Difference between sympathy vs empathy
Empathy is a term we use for the ability to understand other people's feelings as if we were having them ourselves. Sympathy refers to the ability to take part in someone else's feelings, mostly by feeling sorrowful about their misfortune.
If the customer is wanting to add Drive Safe and Save and the policy is active – where do you transfer to?
Transfer to Retention 2 or agent if they are open
Where can you find messaging regarding changes of a customers bill?
In SFPP under "Account History" and in the bill copy hyperlink
“This call may be recorded and/or monitored. The information provided may be used for quality assurance, training, record keeping, assessing your application, and to provide a quote and/or products and services to you. For more information, visit www dot state farm dot com slash privacy.”
What article is this?
KA100153
I’m an existing Geico customer (no SF policies ), calling for a quote on my new car - where do I get transferred
Acquisition
What are the 2020 Enterprise Priorities
1 Achieve profitable growth
2 Simplify how we do business
3 Lower costs fro customers
4 Improve the work environment and engage associates
What are the 2 states that Drive Safe and Save is not offered in?
California or New York
What options do non SFPP holders have regarding their covid credit
1. They can be placed on an SFPP
2. They can do a 50/50 payment (credit will appear on their next bill)
3. They can pay all of their renewal and the credit will appear on their next renewal
“Generally, the coverage's a customer has on their State Farm® car policy extend to a rental vehicle. The coverage types and amounts, including the deductibles, remain the same.”
What article is this?
PRO100354
I’m an existing SF PH who just got his PW reset by R1. I already have auto insurance with SF but would like an insurance quote for my home - where do I get transferred?
Acquisition
Do you always acknowledge baggage?
No, not always
When should you pivot for Drive Safe and Save?
Every Call that makes sense.
What period is the credit for?
March 20, 2020 – May 31, 2020
“I have a credit card payment ready to process in the amount of $____. Do I have your authorization to proceed?”
What article is this?
AF100036
I’m an existing SF auto PH who calls in to add a car - where do I get transferred?
After adding the car, the specialist pivoted to renters insurance and the PH is interested in multi-lining, who handles the renter’s insurance quote?
R2 then Acquisition
What are the 4 type of communication styles?
Driver
Analytic
Amiable
Expressive
When should you transfer a call to IS in regards to DSS?
When the beacon flashes red when the button is pressed or "technical error"
Customer wants to know when they will receive their money on SFPP
Bills due beginning July 1, 2020 should reflect the credit/adjustment.
“I can authorize direct billing of the emergency road service fee to State Farm. The policy has a limit of $ _____. You may direct-bill State Farm for services up to this amount. My name is (provide first name and first letter of last name), and my alias is ______.”
What article is this?
PRO101574
I’m an existing PH calling for a boat quote – where do I get transferred?
R2 handles added / replacement boat. ACQ would discuss brand new boat quote.
What are the seven habits of highly effective people?
1 Be Proactive.
2 Begin with the End in Mind.
3 Put First Things First.
4 Think Win-Win.
5 Seek First to Understand, Then to Be Understood.
6 Synergize.
7 Sharpen the Saw.