eQuizShow
DSE
Establish Rapport
Question: What does FORCE stand for? and how would you use it to learn about your future insured?
Answer: Family.Occupation.Recreation.Community.Education.
Follow with freeform answer.
Question: What is the purpose of a positioning statement? give an example
Answer: Differentiate nationwide, set the course of action explain how the action will benefit insured and gain agreement.
freeform
Question: What is most important when on the phone with an insured to when you lose the ability to show body language
Answer: Tone of voice
Question: In this diagram what is Nationwide's focus
Answer: Value and Service
Question: Interactive:
practice call: show us how you build rapport at the beginning of the call
Answer: GREAT JOB!!
Identify and Assess Needs/ Know Your Customer
Question: "I am looking for the best deal but i want to have the best coverage as well, what kind of customer am I?"
Answer: Value Hunter
Question: "I want to have everything i own fully covered today, What kind of customer am I?"
Answer: Direct protection seeker
Question: what type of questions give you the most information?
Answer: Open ended questions
ask 3 open ended questions
Question: INTERACTIVE: your customer was unaware that they were given state min. by their current carrier, how would you help them discover that they have a need for better rates?
Answer: YOU GO GIRL!!!!
Question: Change this closed ended question to an open ended question:
Are you happy with your current agent?
Answer: What do you like about your current agent?
MULTI-LINING/NEXT STEPS
Question: When is the most effective time to probe to offer a home/renters quote?
Answer: while obtaining the address
Question: "my hobby is fishing/hunting what other policies might you sell me"?
Answer: Boat
Moto(ATV)
RV
SPP
Question: would a insured be able to receive a discount on their home policy if their auto is written in non-standard?
Answer: No
Question: "I'm retired on a house boat what policies would you sell me"
Answer: Auto
Potential home/tenant
RV
Question: How can someone that has an auto policy and doesn't own a home receive the Multi-policy (home-car)discount ?
Answer: House hold comp may bridge the discount to their auto policy
Sell the solution
Question: FEATURES TELL, BENEFITS __________!!!!!!!!!!
Answer: SELL
Question: What are the benefits of our forgiveness package?
Answer: waive the customer's first chargeable accident.
Question: How would you sell the benefits of having the smart ride device in the insureds vehicle?
Answer: B.E.A.Utiful
Question: "I'm looking for a company that can help me with my policy at all times no matter what i need"- What features would you sell this customer?
Answer: Accessibility:
ON YOUR SIDE PROMISE
convenient location
24/7 phone availability
same day call response
SELL US?
Question: What are the benefits you would sell to a mother whom is adding a 16yo daughter to her policy
Answer: GSD
RSA
Forgiveness package
Make the sale/Addess apathy
Question: what does QUEST stand for ?
Answer: ask QUESTIONS, UNDERSTAND concern, EMPATHIZE (reflect back, provide a potential SOLUTION, TRIAL close
Question: How would you make the sale when the competitor has a better rate?
Answer: sell the value
Question: What is the last thing you do after completing the sale?
Answer: thank and ask for referral
Question: what are the three steps when making the sale when the customer has a concern
Answer: recap concern, agree on benefits/endorsement and assume the sale.
Question: WHAT WILL YOU DO NO MATTER WHAT ON EVERY CALL
Answer: ASK FOR THE SALE