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WorksheetsDay 17
Total questions: 21
Worksheet time: 17mins
True or false: Customer will come to a needs assessment with varied levels of information and may have already completed tasks to prepare.
True
False
Identify a primary resource publication provided by medicare.gov that helps educate and inform customers.
Medicare & me guide
Medicare & you guide
Medicare & us guide
Medicare & them guide
If a customer is not affiliated with a client, there isn't anything they can do to prepare for a needs assessment.
True
false
If a customer has already prepped and has selected plan(ready to enroll), you should still complete a needs assessment?
True
False
All of our customers will receive an appointment letter which provides a specific appointment date and time.
True
False
How many times do we attempt to contact a customer for their Needs assessment appointment call?
Two
Three
four
one
After you reach three attempts of trying to contact a customer(no response), how will the appointment show on calendar?
Canceled
Complete
Rescheduled
Joint
How can you tell if a customer has put a plan in their shopping cart? select all that apply
Their CRM will show enrolled
A number will appear in the shopping cart icon on the customer .com profile
The customer will have to tell you, there is no other way for you to know
You will see a plan in cart in CRM on Customer detail screen
On a needs assessment call, identify the statement names that must be read verbatim. select all that apply
Outbound Recording Statement
Email disclaimer
Beneficiary Statement
Inbound recording disclaimer
Identify 2 pieces of info that will not affect the cost of a Medigap plan for a customer enrolling with Guarantee issue.
Prescriptions taken
ESRD
Medical history
Primary doctors
Before moving to the .com to present plans to the customer, we should wrap the call in CRM.
True
False
List at least 4 factors that are used to determine plan scores.
Identify a piece of info collected from a customer that is used to determine how suitable each plan is for that customer.
The system where the benefits requirement checklist is housed.
CRM
KIT
Incontact
NICE
The full benefits of the plan are required to be read to the customer for all plans the recommendation tool identifies?
True
False
Identify at least 2 things on the benefits requirement checklist that are required to be reviewed with a customer and will be constant across any and all plans.
Reasons it's important for you to review a plan's details with a customer before they enroll. select ALL that apply
To ensure understanding
To ensure it is correct plan the customer wants to enroll in
Protect you against customer complaints
Medicare compliance requirement
Waste your time
What does SOU stand for?
Statement of updated sales
Statement of understanding
Start of understanding
Name of a document
Identify ways Needs assessments are scheduled. select all that apply
Direct retail
Unsolicited inbound
Schedule by email
Pre-scheduled
Chase, ect
What are the two ways a costumer can confirm their appointment.
Send an email
online
Call us
mail us a letter
Identify one primary benefit completing a needs assessment provides Aon. Select 2 answers
Identify customer medical, RX, and ancillary plan needs.
To be able to identify how healthy the customer is.
Obtain necessary info to guide them to correct plan.
To get to know the customers family situation
