Moves: Review Day 3

Verbal Passcode is DOG, what hint(s) can you give?

• What's the opposite of Cats?

• What rhymes with BOG?

• It is a word

• Starts with a D

Verbal Passcode is HORSES19 which is an accepted response?

• HORSES

• HORSE19

• HORSES19

• HORSEY19

What does ACT stand for?

• Ask, Care, Think

• Assess, Call, Take

• Assess, Care, Think

• Ask, Care, Talk

What should you do on the second stage of the call flow?

• Pitch equipment

• Ask if the want a New System

• Pitch Insurance

• Ask discovery questions

What are the three main customer types?

• Right of Rescission

• Within Term

• Month to Month

• End of term

Which department handles special cancellations?

• Retention

• Exception Review

• SOS

• SLAMS

What does opportunities help with?

• RMR changes

• Loan Adjustments

• Cancellation Processing

• RIC Loan Payoffs

Which of these would disqualify someone from an account transfer?

• Loan is paid off

• Old Homeowner doesn't know the New Homeowners phone number

• Behind on billing

• Customer is out of contract

What is the number for service desk? (just numbers no - )

True/False: Both soft and hard credit checks require customer consent. If customer does not give a verbal "yes", credit check cannot be completed.

• True

• False