Coach Mentor Certification #2

Was the customer Acknowleded?

• Reinforce

• Refine

• Redirect

• Not Applicable

Answer explanation

Correct. The rep partially completed this step. She stated "I can definitely check that for you" to make this correct she could have said "I can definitely check the system for automatic payments"

Did the rep use an "I can" statement?

• Reinforce

• Refine

• Redirect

• Not Applicable

Did the rep prepare the member for questions?

• Reinforce

• Refine

• Redirect

• Not Applicable

Answer explanation

Yes! "Is it okay if I ask a couple of questions before we get started"

Could the rep have asked the member any questions for more information or clarity?

• Yes, the rep could have asked the member some question(s)

• No. The rep had everything she needed to answer the members question(s)

Answer explanation

The rep could have asked the member:

1. When she thought she set the account on draft?

2. Does she have an agent?

3. Did she give the agent her draft information.

4. How did she complete her application?

Did the rep provide the member with enough options?

• Yes. She provided the member with enough options.

• No, she could have told the member how to sign up for draft using self-service options and the back of the bill.

Answer explanation

Corect. We want to teach our members how to swin. We want our members to know what self service options they have.

Did the rep gain the members acceptance?

• Yes, the customer understood the information provided.

• No, the customer was confused if bank draft was offered as an option.

Answer explanation

Correct. The member asked "It is possible to set this up on draft"

Did the rep use positive language throughout the call?

• Yes

• NO

Answer explanation

Correct. The rep used language such as: "it's doesn't look like and I don't know and transfer"

Did the rep thank the caller?

• Reinforce

• Refine

• Redirect

Answer explanation

She stated "Alright, thank you for calling Blue Cross Blue Sheild of South Carolina.

Did the rep Recap and Provide Next Steps?

• Reinfore

• Refine

• Redirect

• Not Appliciable

Answer explanation

The rep didn't give a summary of the call, but did tell the customer to "hold for her transfer"

Tell me what stood out about this call to you?