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 focusImage result
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