GNMS: Wk2_Day1_AM Review

What can a member do through BAM? Choose all that apply.

• Order ID card and access forms

• View coverage and claim information

• Request precertification, send message to provider

• View spending and locate providers

What does S.P.I.C.E.S. stand for?

• Straight-faced, Peace, In-tone, Cool, Energy, Snip-its

• Sooth, peace, innate, Care, Exceed, Silence

• Smile, Pace, Inflection, Calmly Breathe, Energy, and Shorter Sentences

• Start, Pacify, Include, Care, Negotiate, Supportive

Arrange the first five steps of the conversation strategy in the order they are completed.

• Acknowledge

• Transition

• Probe

• Provide Solutions

• Gain Control

"Congratulations on your marriage!" This statement is an example of the ​ (a)   step in the conversation strategy.

• Acknowledge
• Gain Control
• Transition
• Satisfy

“So that I may access your account, may I ask you a few questions?”

This statement is an example of the ​ (a)   step in the Conversation Strategy.

• Transition
• Acknowledge
• Gain Control
• Satisfy

When is it okay to say “I am sorry” to our callers?

• If someone shares a concern with you

• When the customer expresses a significant negative life event

• Anytime you feel sad about the customers situation

• When you are at fault