DSS
This is the starting discount for DSS
What is10%
These scenarios require a customer to be authenticated.
What is updating a file (address, phone number or email), password reset. (PRO200773)
These specialists handle policies of customers who are named insureds, currently own a Renters policy but would like to replace their renter's policy, as they have just purchased a home.
Who is Retention II?
(Call Routing Tool is the tool used to determine who handles these calls)
It was in this year that State Farm began it's operations.
What is 1922?
This communication style can be seen as excitable and undisciplined.
What is an Expressive?
This is the state not eligible for DSS.
What is California
The customer should be transferred HERE if they are calling to complain about a Lyft ride.
What is Refer to Agent (RTA)?
PRO200764
There are two acceptable ways to send binders and insurance cards to a dealer if they desire copies.
What is a fax number and BUSINESS email address?
We should not send to dealer's personal emails
PRO200770
This man founded, what has been the number one insurance company for over 40 years.
Who is G.J. Mecherle?
Stepping into the shoes of the customer and seeing situations from their perspective helps portray THIS.
What is empathy?
These scenarios would require a beacon reorder.
What is the beacon was lost/stolen, the customer left in the previous vehicle, the beacon does not light up anymore (malfunctions)?
These self-service options are available to a Policyholder if they are interested in DSS after a specialist's offers the discount program.
This is the way to create a task not associated with a policy transaction.
1. Hover over the Cases Related List Quick link.
2. To create a Case, select New.
SFA PRO200765 Agent follow-up activities - ECRM Case, Opportunity, and Task
(MLD)
This program encourages you to record kind deeds.
What is 100 for Good/Acts of Good?
THIS can help to diffuse difficult or uncomfortable situations, even if the solution remains the same.
What is using positive language?
These two factors result in a higher discount for our customers.
What is lower annual mileage and safe driving?
This is the process to follow when a customer calls in upset about an increase in their bill.
1.Ask if they have read their bill copy? If they have not pull up their bill copy in AMS 2. Find the current changes line. 3. Excluding the policy numbers, read the customer all other information word for word through the Total Amount Due By (date) line. (AF200010, RPRO200040)
What is A) the full premium, via NECHO; B) 50% payment, via NECHO; C) the amount indicated by SFPP
Auto Answers>Private Passenger>Billing and Payments>Auto Payments>Way to pay tab>Payment Options
State Farm has more agent locations than these companies?
What is McDonald's, Starbucks, or Walmart stores in the U.S.?
The Active Listening tactic used to conclude the conversation is THIS.
What is Summarize?
The customers have this long to accept the connected car agreement.
What is 35 days OR 20 ignition cycles?
Scenario: A policyholder calls to ask if coverage would extend to his brother if he allows him to borrow his car.
What is provide info regarding borrowed cars with permissive use to insured customers through reading the verbatim, for customers with a participating agent only? (KA204080)
When working with multi-car policies, you can add up to THIS number of vehicles and apply THESE specific matching coverages.
What is up to 4 autos may be assigned to 1 policy number? Auto Answers>Private Passenger>Coverages>Coverage Information
KA 204873
Matching Coverages for the vehicles to be on the same policy:
Liability (A, B), Uninsured Motorist Coverage (U) , Medical Payments, Death, Dismemberment & Loss of Sight (S Coverage), Total Disability Coverage (T coverage), Loss of Earnings (Z coverage)
In the 1930's, this piece of machinery was used to hold policies together?
What is a sewing machine?
Asking questions that get at the heart of why the customer is calling can uncover THIS.
What is the customer's Unstated Needs/Motivations?