Greet & Open
What is the first step of any call?
What is: State your name and brand AAA
When is the agent required to disclose the 48 hr wait before processing payments?
What is: New Memberships, Associates, Upgrades, Reinstating memberships
When overcoming objections, what are the basic steps?
What is: Acknowledge, Ask questions, Educate on relevant features/benefits, make Offer and move forward with call
What script should be read when a payment is made that is not on AR?
What is: The Payment Authorization Script - Script 1
True or False: Being on social media or watching any streaming device while on a call is okay.
What is: False
For New Memberships, what information needs to be gathered?
What is: First & last name, full address, phone #, email and DOB
When reviewing the rider level, what are you required to do?
What is: Confirm miles included and educate additional benefits of the membership
What is an Open Ended question?
What is: questions that allow someone to give a free-form answer - To keep the conversation going
Where can you find any of the payment scripts?
What is: The Hub
At the end of the call, prior to branding the call, what should you do?
What is: Summarize and offer additional/future assistance
If the city does not match what is in CS, the agent should do what?
What is: confirm the correct city and update accordingly.
What details should be reviewed on the membership?
What is: Tenure, Rider level, Associates, Exp/renewal Date and AR
The Member called in stating they lost their wallet. What opportunity should you take?
What is: offer Identity Champion
What is AIM and when should it be used?
What is: a software to pause and resume recording when taking and processing payment
Being attentive and having a friendly tone is an example of what?
What is: Professionalism
When should the Recorded Line Statement be read?
What is: Inbound direct extension calls and outbound calls
During the offer to add an associate, the agent is required to include, what?
What is: The cost, applicable discounts and that they are in the household
How many attempts should an agent make to resolve indifference/overcome objections?
What is: at least one
When the agent is on AR, which script should be read when only the form of payment is being changed midterm?
What is: Script 3
When transferring the call to a different department, does the call need to be branded?
What is: Yes
What are the first 3 pieces of information that should be verified?
What is: First & Last name, Full address & Phone #
Why should the agent educate the member on benefits?
What is: To let the member know AAA is more than just a towing company
When should Smart Home be offered?
What is: on all applicable calls
True or False: Checking account can be used as a form of payment over the phone
What is: False
When you are asking clarification questions and checking if the member understands, is an example of what?
What is: Active Listening