Column 1
What size (LifeLock) family plan should we select for 2 adults and 3 minors?
Medium Size
What is best way to overcome a spouse refusal?
To encourage the customer to try it out so they can show their partner how it works rather than just tell them about it (or anything to that effect).
Describe the Norton branded solutions:
The Norton branded solutions strive to protect users' personal devices from malware and viruses.
Describe LifeLock branded solutions:
The LifeLock branded solutions help protect member's personal information from fraudulent use.
What size family plan should we select for 3 adults and 4 minors?
Large Size
What (LifeLock) plan we should present first?
LifeLock Ultimate Plus
Why do we present the LifeLock Ultimate Plus first?
We present the LifeLock Ultimate Plus first because it contains our legal disclosures we have to read up-front to the customer.
In which two instances do we not present the Ultimate Plus plan first?
(1) If the customer doesn't have an email
(2) If the customer explicitly states that they just want Norton
Which of the following is an assumptive close?
(a) "Did you want to go ahead and set up the Ultimate Plus Plan?"
(b) "Let's start you off with the monthly option and get your protection in place, okay?"
(b) "Let's start you off with the monthly option and get your protection in place, okay?"
What should we attempt on all Non-Sales calls?
Send a Text that features a priority phone number and promocode for when the customer is ready to enroll.
True or False: In addition to debit or credit cards, we can also take pre-paid card for enrollment.
False (cards must be reloadable)
Name the only plan we can offer customers who don't have an email.
LifeLock Basic
Regardless of whether it's a sale or not, what should we say at the end of every call?
"Thank you for calling Norton LifeLock--____________. (i.e. "enjoy the rest of your day).
True or False: We have to get the spelling of the customer's name on the first page in our script.
False: if the customer wants to enroll, we'll get the spelling of their name later on throughout the call.
What is a "Tie-Back?"
A "Tie-Back" is a sales maneuver where we "tie" the customer's need into our solution.
What is a rebuttal?
An attempt to overcome the customer's objection.
True or False: our monthly plans include a 60-day money back guarantee.
False
True or False: Customers save money when they enroll in the annual option.
True (they save about two months)
Identity whether the customer needs LifeLock or Norton: "I think I have a virus on my phone, and I want to get it off."
Norton
Identify whether the customer needs Norton or LifeLock: "I keep getting phone calls from credit cards companies about cards I never opened."
LifeLock
What are the probing questions in the Introduction for?
The probing questions are designed to help us understand the customer's needs and thus select the best plan for them.
What are the two performance metrics?
(1) Conversion %
(2) Premium %
Bonus Question:
What is your trainer's favorite color?
Answer: Red
Bonus Question:
Jamie is an agent at Aucera, and because she missed the bus, she's going to be an hour and a half late for her shift. Where should Jamie submit a call out?
Answer: "Agent Axis Online"
If an agent's schedule adherence falls below ____ during any two-week evaluation period, the system will generate a written warning.