Let's Start from Beginning
PSP
Quality
Only Special Lines.
Let Me Check That
100
What are the first four things you need to do before you open a Revised Quote?
Assess need- determine customer intent and ask if they are calling to purchase.
Ask for zip code and if they have their quote number.
100
Give me an example of how you can assess the callers intent?
Preliminary questions- What has you calling progressive today? Did you just have questions on the quote or are you looking to get that started today?
100
What do we need to do first once we open the quote?
Address the initial call reason and ask if anything has changed- update any information necessary.
100
What do we do if a quote was started with an underage or unlicensed driver?
Quotes started with an underage or unlicensed driver cannot be revised; new quote needs to be started. (Virginia: All quotes cannot be revised.)
100
There is a new link in RQ for CA- what is that?
California Direct: New Business Binding Delay & Paid in Full Required
200
What do you need to make sure of before opening the quote?
The customer is not viewing the quote online.
200
Give me an example of an Empathy statement or Ben duffy for Revised Quote.
I know some of my customers are worried we will have to start from the beginning, but I should be able to pick up where you left off and answer questions you have and welcome you too progressive.
200
What has to be included when we deliver the rate.
The initial payment, monthly installment amounts, any type of fees, & total premium, and ask for the sale.
200
For MC- What states have specifics we need to review?
Illinois- MC and KY
200
Where do we send a customer that moved out of state?
Move Out of State (MOOS) Speed Dials - Direct
300
What information do you have to verify before opening the quote?
Full name, Date of Birth, last four of SSN, or mailing address if no SSN.
300
What can you Discover in a Revised quote?
Bundling-opportunities, home or any other products. Possibly loyalty, driving history.
300
What information do we have to verify before we continue to purchase the policy?
- Mailing address
- Vehicles
- Drivers
- Driving record
- Prior insurance history (Including current, length, & recent bodily injury limits)
- Paperless/E-Fulfillment
And review state specifics.
300
For SM- What do we do if a customer wants to change/replace a vehicle and the new vehicle is not on the picklist?
Delete the current vehicle & add the new vehicle.
300
Where can you find suggested script for running reports?
Step 8- under Suggested scripts.
"At this point we are going to verify your driving history. If any additional accidents, claims, or violations appear, it may result in a rate change.”
400
What information can you not disclose to the customer-they must provide.
- Date of birth
- Driver's license number (May be provided if caller is agent or Progressive employee.)
- Email address
- Entire debit/credit card & banking information (Last 4 digits can be read for payment purposes only OR when a verified caller asks to confirm a previously saved payment method on file.)
- Full address (including house/apartment number, street, city, state, & ZIP code)
- Social Security number
- Telephone number (It is not permissible to provide last 4 digits to caller.)
400
What Solutions can you offer in a Revised Quote?
Snapshot, loyalty, esign, paperless, driving history, claims, app/ols, starting immediately, bundling. Etc.
400
What do we have to review when doing the coverage presentation?
Review coverages both selected AND not selected.
Confirm Snapshot election, if applicable.
Ask if customer has questions.
400
For MH- What do we need to Verify before purchasing the policy?
- Mailing address
- Vehicles
- Drivers
- Driving record
- Prior insurance history (Including current, length, & recent bodily injury limits)
- Paperless/E-Fulfillment
Any any state specifics
400
What if customer would like to change named insured?
- Named insured cannot be changed on quote. Once FR has been ordered on named insured, new quote will need to be started.
500
What do you need to do if the quote is over 60 days old (using the creation date)?
Re-read the FCRA script.
500
How can you overcome objections on a Revised Quote?
Listen, Share, Clarify, Problem Solve, Re-ask for action.
Ex. of problem solve- could reoffer snapshot, review high impact rating factors to ensure correct-milage, education, drivers/driving history, all parts of pop, add in vin if missing etc. Offer to adjust/review coverages.
500
What do we have to do to do on the final details page?
Have customer verify email, phone number and type of phone. Read Phone Script. Gather any missing information-DL number, POP. Etc. And inform them of intent to run reports.
500
What is different on the Post-Sale Scripting: Esign and Paperless - All Documents and Bills for Special Lines?
There is not paperless/Esign discount. & boats don't have ID cards.
500
Where do you find out how to send an email with information to a customer on Progressive Home or Renters after you sold an auto policy but they don't have time for a Property quote.
Step 10- New quote: Progressive Home & Property Referral - Obtain Quote
> FAQ's
>What if customer would like to learn more about Progressive Home & Property before receiving quote?
>Email customer using Personal Lines Internal Email Request form.
>Only enter "PHP Info." into "Information to be sent to the customer" box. Do not add any additional text in field. By adding extra words or symbols, automated process will fail.