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15
×
If after a brief attempt you cannot save a customer wishing to cancel, which department would you transfer them to?
Retention
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Okay!
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thief
Give points!
5
10
15
20
25
×
gold
Win 50 points!
Okay!
×
gift
Win 10 points!
Okay!
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banana
Go to last place!
Oops!
15
×
Can you renew an invalid evergreen customer?
Yes
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Okay!
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15
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Fill in the blank: Agents are expected to earn a ________ from QA on the scored calls.
80%
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15
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True/False - As a consumer sales agent you are allowed to process cancellations?
False
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15
×
Can a customer swap from HSA to AHS at renewal?
No
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15
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Is the following statement a good example of building rapport: While many companies can beat us on price, none can build us on cost!
No
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15
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Is the following a probing question: "Is your home a single-family residence under 5,000 sq. ft."
No - This would be a qualifying question
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15
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Customers experience a lapse in coverage after how many days?
46
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15
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Fill in the blank: A _______ renewal is when a customer funds/promises a renewal before their expiration date.
Future
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lifesaver
Give 25 points!
Oops!
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gift
Win 20 points!
Okay!
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fairy
Take points!
5
10
15
20
25
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baam
Lose 15 points!
Oops!
15
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Can a customer whose contract was previously cancelled, reinstate coverage?
No - They would have to start a new DTC contract
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Okay!
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15
×
Why is it important to acknowledge with empathy?
It's crucial to start by acknowledging a customer's concerns before trying to overcome. Otherwise, we could sound dismissive or argumentative.
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15
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If an option is added to a contract, does it have to be paid in full or will the invoice be adjusted?
Paid in full
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heart
Other team wins 25 points!
Oops!
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seesaw
Swap points!
Okay!
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shark
Other team loses 25 points!
Okay!
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baam
Lose 20 points!
Oops!
15
×
Fill in the blank: Understanding a customers _________ needs sets you up to build value as it relates to the customer.
Specific
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×
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