Session Objectives and Client Request Handling Quiz

Isla and William are chatting with a client. What do clients expect regarding ownership?

• That we know who they have spoken with

• That we offer discounts

• That we provide free products

• That we change their account number

Zoe, Grace, and Anika are on a mission to help Kate Middleton! Can you spot the account name linked to Kate Middleton in the details section?

• Enterprise Sales

• Kelce - 4567 TIFFANY LN

• Corporate Unassigned

• Insured

Benjamin, Jackson, and Abigail are on a quest to solve the mystery of the account owner! Can you help them out? Who is the account owner for the account "Kelce - 4567 TIFFANY LN"?

• Jessica Dalglish

• Kelce Tiffany

• Corporate Channel

• Tiffany Lane

Henry, Maya, and Jackson are on a call discussing next steps. Which of the following is a great documentation tip to help them stay on track?

• Do your best not to speak over the client

• Ignore the client’s concerns

• Log the call after a week

• Only document if the client requests it

During a call, Mason repeats what the client just said. Why might this be a smart move?

• It ensures you have the right understanding

• It wastes time

• It confuses the client

• It is unnecessary

Nora tells Samuel, "Sounds like your agent dropped the ball." Why is this phrase considered a pitfall in professional communication?

• Because it directly blames teammates and undermines client confidence in the organization.

• Because it confirms ownership while offering support.

• Because it avoids turnaround estimates.

• Because it places accountability on the client.

Avery and Ethan are both waiting to hear back from their agents. Which of the following phrases is the safest and most client-focused way to help them?

• You’ll need to connect with your agent for next steps — I’ll send their info to you now.

• Sounds like your agent dropped the ball.

• I will assign/get you a new agent.

• You should hear back in a day or two.

Grace and Henry are discussing customer support phrases. Why might saying "I will assign/get you a new agent" be a pitfall in their conversation?

• It is a false promise unless the client requests reassignment.

• It confirms ownership while offering support.

• It avoids turnaround estimates.

• It places accountability on the client.

Imagine Hannah tells Daniel, "I’ll follow up with your agent and make sure they get back to you for this request!" What could be the potential problem with Hannah’s promise?

• It places accountability on you for follow-through and creates an inaccurate expectation.

• It confirms ownership while offering support.

• It avoids turnaround estimates.

• It directly blames teammates.

Zoe just called in and said, "My agent left Goosehead and I’ve just been calling the main number. Can someone help me shop this before it renews?" If you were Mia or Elijah on the team, which word track would you use to make Zoe feel supported?

• You’ve got a full team of agents here to support you. Let me connect you with someone now to review your options.

• Since your agent is the one who handles quotes, I’ll make sure you have their contact info to reach out to them directly.

• I’ll go ahead and submit a reshop request so someone can follow up with you. We’ll make sure you’re reconnected soon.

• I’m sorry. I can’t help you at all. You need to contact your agent. This is the Service Department. Let me transfer you to an agent.