Call Standards
What does PCI stand for?
Payment Card Industry
Agents should lead with the ___________ plan and continue to bundle electronics.
Shield Complete
What does QA stand for?
Quality Assurance
All Rebuttals should start with _____ first
Empathy
Which of the 5 elements to a successful phone call would help you with understanding a customer's needs?
Probing Questions
The member's name should only be used in the beginning of the call. True or False?
False, use throughout the Welcome Call.
Scripting for HSA will have agents promote the new Shield plans with roof leaks protection. True or False?
False
Agents will be expected to earn a QA score of 70% and above. True or False?
False. 80/100
Which are the 4 steps to craft a rebuttal?
Empathy, Probing Question, Build Value, Close The Sale
Which of the following is NOT one of the five elements to a successful sales call?
Build Rapport
Assume the Sale
Overcome Objections
Call Branding
Call Branding
Provide 2 examples of effective value building statements:
"With 18,000 contractors we can find the right professional in your area."
"You're 28 times more likely to use AHS than your Homeowner's Insurance."
In 2022, Welcome Call Agents will be expected to express the importance for members to make the following upgrades EXCEPT:
upgrading to ShieldComplete
unlimited refrigerant option to all RE products
bundling electronics coverage
bundling roof leak repair
unlimited refrigerant option to all RE products
The ____________ section is weighted the highest on the QA guide.
Call Management
Member Engagement
Information
Closing
Information
Welcome Call agents should try at least _____ rebuttal(s) before offering a callback?
2
Provide 2 examples of Rapport Building statements
"I’m from the southwest so I know first-hand just how important air conditioning is in the hot summer months."
“I’m also a parent so I understand the importance of knowing your family will be taken care of when a breakdown happens.”
Provide 2 Examples of proper call branding:
"Thank you for choosing AHS. Have a great day!"
"I am ______ from the AHS Welcome call team."
The greeting should include each of the following EXCEPT:
Seller's Name
Welcome to AHS/HSA
Call is being recorded
Agent Name
Seller's Name
According to the QA guide, which would be the most important element of a Welcome Call?
Asking Probing Questions
Promoting Rekey Service
Confirm Property Address
Mentioning Current Coverage
Asking Probing Questions
Overcoming Objections is worth _____ points on the QA Guide.
10
Which of the 5 elements to a successful phone call is a dual element?
Assume the Sale
AHS is owned by a company called ________
FrontDoorHome
In which step of the Welcome Call process is the script used?
Step 3 - Conduct the Call
Joshua forgets to mention the call was being recorded on his first call. He promoted the Shield Complete plan but did not use any rebuttals when the member declined. Joshua lets the member go before offering the Rekey Service and going over how to place service requests. Joshua's QA score will likely be:
Passing with a 96%
Not Passing with a 78%
Passing with an 84%
Not Passing with a 75%
Call is being recorded - 4 Points
Overcome Objections - 10 Points
Rekey Service - 6 Points
Service Requests Explained - 3 Points
Provide a good first rebuttal to "I don't like giving my card information over the phone"
AHS is PCI compliant to ensure your security! Before I collect your payment information the recording will be paused, and once it is entered, it will be encrypted so we can only see the last few digits and expiration date
Using probing questions will help agents understand a member's _______ Level, ______ Level, and _______ points.
Interest, Knowledge, Pain