Do you have to read the limitations & liability after EVERY sale?
No! Only after DTC sales
Can a customer swap from HSA to AHS at renewal?
No
True/False - As a consumer sales agent you are allowed to process cancellations?
False
Can a customer whose contract was previously cancelled, reinstate coverage?
No - They would have to start a new DTC contract
If after a brief attempt you cannot save a customer wishing to cancel, which department would you transfer them to?
Retention
Fill in the blank: Understanding a customers _________ needs sets you up to build value as it relates to the customer.
Specific
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
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
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.
What are the most important elements of the Selling & Securing section of the QA guide?
Asking Probing Questions, Assuming the Sale & Overcoming Objections
Fill in the blank: Agents are expected to earn a ________ from QA on the scored calls.
80%
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
Can you renew an invalid evergreen customer?
Yes
Fill in the blank: A _______ renewal is when a customer funds/promises a renewal before their expiration date.
Future
Customers experience a lapse in coverage after how many days?
46
