Column 1
What is wrong with the following statement:
"If someone tries to apply for credit or services with your information, we'll alert you."
The statement doesn't include the qualifier, "within our network."
True or False: Members have 60 days to notify LifeLock of fraudulent transactions, and if the member's bank holds them liable, we'll work to resolve the issue.
False (members have 90 days)
Why do we want to present the Ultimate Plus plan first?
Because it contains our legal disclosures.
Which of the following is an absolute statement:
(a) "If you become a victim of identity theft, our restoration specialists will work to resolve the issue for you."
(b) "Once we complete your enrollment, you can provide us with your online banking information in your member portal, and from there, we'll protect your account from fraudulent transactions."
(b) "Once we complete your enrollment, you can provide us with your online banking information in your member portal, and from there, we'll protect your account from fraudulent transactions."
How much do members save when they enroll annually?
2 months
How should you answer the following question:
"So anytime someone uses my SSN, you guys will alert me?"
"Yes, if someone uses your SSN within our network."
True or False: Restoration services for identity theft occurrences BEFORE NortonLifeLock membership may incur additional fees.
False: We don't fix things in the past
What is an absolute statment?
An absolute statement is a declaration that is considered true without exception or uncertainty. For example, "The law of gravity is an absolute statement; no matter what, what goes up must come down". Such statements often present opinions or beliefs as indisputable facts, making them appear static and rigid rather than open to discussion.
Adding ______ and ______ to sentences is a great way to ensure that you're not making absolute statements.
"Help" and "Work to"
After completing enrollment, instead of telling customers, "You are now protected.", what should you say?
"Your protection is now in place."
How should you respond to the following question:
"You guys are going to protect my account, right?"
"We can help protect your accounts with additional alert features in our more advanced settings."
How should you respond to the following question:
"Is your website secure?"
"The security of member data is very important to us. We work to maintain a high level of security standards."
How should you respond to the following question:
"If I become a victim of identity theft, you'll fix that for me?"
"We will work to resolve your identity theft issue."
Why do we want to avoid absolute statements?
Bonus Question: Name three differences between the LL Ultimate Plus and Standard plan.
(a) Home Title Monitoring
(b) Credit features (Ult Plus get tri-bureau features)
(c) Reimbursement amounts under the Million Dollar Protection Package
If a customer says they want the Standard at the beginning of the call, how should you respond?
That's a great plan, and we'll go over it in just a second, but first, let's make sure that that's the right plan for you.
Bonus Question: Name three differences between the LL Ultimate Plus and the LL Advantage plan.
(1) Home title monitoring
(2) Credit features
(3) Reimbursement amounts
Bonus Question: What is your trainer's favorite type of dog?
Black Labs
How many devices are covered under the N360 With LifeLock Select plan?
5 devices
If a customer says, "I just want to know how your services works.", at the beginning of the call, how should you respond?
N/A
Bonus Question: How long has Aucera (DialAmerica).
1957
Bonus Question: What kind of dog does Cory have?
Boston Terrier
"I don’t need your service because my credit card company gives me my credit scores and my bank sends me alerts."
Our service goes beyond alerting you to uses of your personal information. Should you become a victim of identity theft, our Restoration Specialists will work to help resolve your specific case.
(Ultimate Plus Plans only) In addition, Your plan also includes $3M dollars in combined coverage for identity theft.
How should you handle the following situation (there are two solutions):
"I am calling for another person and they are not here."
(a) Enroll the caller in a Small Size family plan for two adults.
(b) Have the other person come join a 3-way call to give permission for the other party to enroll them.
If a customer says, "I saw a LifeLock plan for $7.50 a month, what plan are they referring too."
LifeLock Standard