Explore & Discover
Step One of the VG Toolkit.
Explore & Discover:
Explore ___ & Identify ____
_______ & _________
What is Explore CVP & Identify Clues
What is Listen & Discover
Provide verbiage how you would connect & transition for a Card Member that that has 50k Delta Skymiles and mentioned they have an upcoming trip with an "Add an Additional" offer?
Fill in the blanks.
Step 3. Communicate & Personalize:
Communicate _______ of the offer
Personalize ______ & ________
What is Communicate features of the offer
What is Personalize value & benefits
True or False? You must immediately click decline on an offer you extend that the Card Member declines even if the call isn't finished.
False. We want to make sure that we give the Card Member ample time to think about an offer and say yes or no. As a best practice, only hit decline at the end of the call this will allow you to keep the offer open in the event the Card Member changes their mind. We often hear from CCPs that Card Members can change their mind and after declining an offer there is a potential that the offer may not be available to reactivate.
Take time to read through these in a clear and concise manner so that the Card Members can better understand the terms and conditions of the offer.
What are disclosures
Use these from your interaction with the Card member and from this portal to determine a relevant solution for the Card Member.
Groceries Spend: $11,450
Travel Spend: $48,200
Rewards Engaged: Yes
Member since 1999 (26 years)
What are cues
What are clues
What are CVP clues and cues
What is an example of a transition statement when a Card Member mentions a family member or partner?
"Since you mentioned your partner, if they is someone who shops or travels with you, adding an Additional Card can help streamline expenses—and all those purchases earn points for your account. Would you like to add one today?”
"You can add them as an Additional Card Member! You earn rewards on their spend, and you'll be able to track all their purchases. You can even set a spending limit! Would you like to get them added before you go?"
Provide an example how you can communicate & personalize an offer for a Platinum Card Member that is traveling asking about lounge access for their travel buddy?
Communicate & Personalize:
“I'm happy you asked about the lounge access, and I was able to share those details on how it works for an Additional Platinum Card Member. This will allow your travel buddy to enjoy the same premium perks—like airport lounge access and travel benefits, while all charges consolidate under your account for easy management. Would you like to go ahead and add your travel buddy today?"
This is the disclosure we must read when using this tool: "There are important terms and conditions that will be provided by an automated system. After the brief music, the playback will begin. I will remain on the line, so please feel free to ask questions at any time.”
What is Agent X Automated Disclosure Reader
This model focuses on the core pillars of an effective VG conversation and have been proven effective by top performers. This guides you through the 4 pieces of a successful Value Generation Conversation with our Card Members.
What is the VG Toolkit
What are examples of discovery questions for a Card Member that mentioned they wanted to use their card at a restaurant?
"How often do you dine out?"
"Where do you like to dine out?"
"Do you use your American Express Card for restaurant purchases?"
"How much do you spend at restaurants each month?"
What is an example of a transition statement for a Card Member that is REWARDS ENGAGED?
You have the option to add an Additional Card Member to your account and their purchases earn rewards helping you reach your goals even faster. is there anyone else you'd like to add to the account to maximize your rewards?
“If earning more points is something you value, adding an Additional Card is a simple way to boost your rewards. All their spending goes toward your points balance. Want me to add one for you today?”
Card Member has no additionals on her Gold Card. They are hesitant of Adding an Additional because they don't want more annual membership fees to pay for. How can you communicate and personalize Adding an Additional for this Gold Card Member?
I completely understand your concerns regarding your membership fee; that's why I have great news for you! There is no annual membership fee for the first five additionals you add on your Gold card. There is an annual fee of $35 for the 6th additional you add and thereafter. Any eligible spending they do, will earn MR points for you faster to your account AND they get to share the benefits as well. Who can we add to the account for you today?
True or False? After verifying the Card Member, we can provide VG Offers on an Outbound Call.
What is False. Do Not Extend Any VG Offers on an Outbound Call. Even if the Card Member requests to add an additional, you CANNOT use CVP and MUST use ISP.
These are the two VG metrics we focus on.
What is Accept Rate & Offer Rate
What is an example of a discovery question for a Card Member that IS rewards engaged?
"I noticed you have redeemed rewards in the past and currently have 10k MR points. Do you have any plans on how you want to use them?"
"I see you have $250 in Reward Dollars on your account. Do you know how to redeem them?"
"I see you have 240k MR points and are traveling a lot! Are you saving them for your upcoming travels? Do you usually travel alone or with someone else?"
What is an example of a transition statement for a Card Member that has rewards but is not rewards engaged?
One way you can earn more points/cash back rewards, etc is by adding an Additional Card member to your account. You can earn points when they use their card. Is there anyone else you'd like to add to help you maximize your rewards?
Card Member calls in to make a payment. You noticed they dine out a lot, high spend in groceries and mentioned they are saving MR points for an upcoming anniversary trip. How can you communicate and personalize adding an additional for the Card Member?
Thank you for making a payment today! I see you have a great opportunity to add an additional to the account. I noticed your top spend categories include dining out and groceries! Is there someone in the household that helps with those purchases? Great! I noticed they aren't on the account. With adding them as an additional, there is also a bonus to earn 10k MR points after they spend $2k or more in eligible purchases in their first 6 months of card membership! But wait! There's more! There's no annual membership fee for the first 5 additionals on your Gold card and then it's $35 each annually for the 6th additional card and thereafter! To sum it up, you will maximize on your grocery and restaurant spend, you don't have to worry about an annual membership fee for them AND you get a chance to earn extra MR points! How about we get them added to the account today?!
Compliant Y or N? There is an opportunity here to lower you current POT APR to XX.XX% for 6 months or so, you normally pay in full and you can continue to pay in full, but if you ever needed to carry over a balance you would enjoy a lower interest rate. Would you like me to lower you APR before you go?”
What is NO. Incorrect: 6 months or so.
Correct verbiage is 6 billing cycles.
You can do this 2x per offer. Doing this more than 2 times would be considered a tactic and SPR error.
What is rebuttal/rebutting
What are TWO examples of discovery questions for a Card Member that you notice has low spend on their account?
"Is there another card you use for groceries/gas/every day purchases?"
"How are you getting rewarded on your spending right now?"
"Do you use another card for travel?"
"Do you earn rewards on your purchases outside of American Express?"
This is a poor example of a transition statement after addressing Card Member's declined transaction. True or False?
Now that we have clarified all questions about the transactions that got declined, and that everything is perfectly fine in order for you to use your card, I would like to tell you that you have the opportunity to add someone to your account! By adding someone, you earn rewards with the eligible purchases they make, more rewards, more reasons to celebrate! Would you like to add an additional to your account today?
False. This was a GREAT example! We addressed Card Member's concern. We recapped what we did and followed up with a transition that connected with them regarding rewards and purchases.
Card Member calls in to make a payment on Platinum Card. While processing the payment, you noticed they're making purchases at Lululemon but NOT enrolled for the benefit. They mention it was a gift for their wife because it's her favorite store. How would you connect & personalize an Add an Additional offer to this Card Member?
Thank you so much for making your account a priority and calling in to make your payment. While processing your payment, I noticed that you are leaving money on the table with your Lululemon Credit. Did you know you can get up to $300.00 back as a statement credit every year just by enrolling for the benefit? Since you mentioned it's your wife's favorite store, have you thought about adding her as an additional? By adding her to your account, she will be able to share and take advantage of up to $2400 in benefits on your card including a purchase at Lululemon that you get up to $75 statement credit on eligible purchases every quarter. How about we get your wife added to the account today to share the benefits on your card?
True or False? In the CVP product disclosures, we must read ALL bold texts, non-bold texts and all blue text with instructional bullets how to complete the offer to the Card Member. EVERYTHING in CVP must be read in full and verbatim to proceed with an accepted offer but also if the offer is declined.
False. Required Product disclosures are in bold and must be read in full and verbatim to proceed with an accepted offer – you are not required to read bullet points verbatim if the offer is declined.
Card Member's clear statement that they agree to the offer after you have provided all the required product disclosures and descriptions. If you do not receive a clear response from the Card Member, you must prompt the Card Member to provide one.
What is Expressed Informed Consent (EIC)