Staying In Bounds

1. You see that a customer is eligible for the Insurance offer! What is the incorrect way to plant the seed?

• A. "Josh, I did want to quickly point out that you have an insurance savings alert banner on your account. This is something that has been huge fora lot of our customers as far as potential savings goes. I want to first focus on the main reason you called today, but wanted to bring it up now soyou could help remind me about it later, alright?"

• "Josh, I see that you have an insurance savings alert banner on your account. This means that you are available for an exclusive discount forhome and auto insurance. I want to make sure that we go over the main reasons that you called today, but remind me later!"

• c. "Josh, I will help you resolve all your issues today. I did see that you have an insurance savings alert. This means that we can offer potentialsavings on your insurance! This is something that a lot of our customers are excited about. Remind me to talk about that later?

2. Why was that the correct answer?

• A. We are not to say 'exclusive' or 'discount'

• B. We are not to say 'home and auto'

• C. We are not to say 'alert'

3. You were able to offer Insurance to the customer- and they are interested! The customer wants to know how long they should plan for gettinga quote. What's the best way to set expectations?

• A. "Because each customer is different, the time will vary. I don't have a good expectation of how long it will take."

• B. "Our Insurance agents are very skilled and are quick at what they do! It should take around 5 minutes!"

• C. "Our Insurance agents will spend time with you on the quoting process! This will take around 10-20 minutes."

4. The customer is ready to be transferred over to an Insurance agent to receive a quote! How do we make the transition from talking to us, to the Insurance Agent?

• A. "Glad to hear that I can set you up for that information Mr. Smith. I am going to put you on a hold while I get a hold of our InsuranceDepartment. One moment I will be right back."

• B. "Mr. Smith I am excited for your potential savings! The best part about this is I have Agents on standby. Would you mind if I brought one ofthem on the line to quickly provide you with that quote?"

• C. "Mr. Smith, I am going to put you on hold while I get a hold of someone to get that quote for you. They should be able to save you about $1000!

5. What was wrong with A and C?

• A. Saying Insurance Department

• B. Giving a estimated amount on how much they can save

• C. Putting the customer on hold

• D. Saying we are going to get them 'information'

6. What is the correct way to offer Insurance to a customer?

• A. "Hey Daniela remember that I was saying earlier you are eligible for Insurance savings? Our full service Insurance agency offers potential savings on your home and auto insurance! I can get you connected to one of our Insurance agents if you are interested in receiving a quote.Would you like that?"

• B. "Daniela- now that we are done troubleshooting let me come back to the insurance savings I was telling you about earlier! Most of our customers save around $1000 a year, and you are guaranteed to save money too! Would you like to talk to one of our full service Insuranceagents?"

• C. "Now that we are done resolving the issues you called in about today- let's talk about your guaranteed savings! You will save money on yourhome and auto insurance if you get a quote with our Insurance department. Would you like to talk to them?"

7. Why were B and C incorrect?

• A. We cannot guarantee savings

• B. We can not talk about specific numbers

• C. We don't say 'Insurance Department"

8. What are the three points that we want to cover when offering Insurance?

• A. Insurance Department, Offers Life Insurance, and Exclusive Discounts to Vivint Customers

• B. Full Service Insurance Agency, how they can possibly save money by switching, and invite them to receive a quote

• C. Insurance Team, Discounts on Insurance, and specific details on money they might save