WorksheetsRevised Quotes
Total questions: 10
Worksheet time: 20mins
What step or steps were completed under “Assess Need” in The Revised Quote Process?
Determine customer intent
Ask if they are calling to purchase
Ask for zip code
Ask if customer has their quote number
Establish credibility and empathy
What step or steps were missed under “Verify Customer” in The Revised Quote Process for a quote less than 60 days old?
Verify full name, date of birth, & last 4 digits of Social Security number. Verify mailing address if no SSN
Did not disclose any confidential customer information
Make sure customer is not viewing quote online
Read FCRA scripting
Enter Quote
Under “Address initial call reason” in The Revised Quote Process what question would you ask after addressing initial reason? Was it asked on this call?
Has anything changed? Question asked: YES
Are these the correct drivers? Question asked: YES
Are these the correct vehicles? Question asked: YES
Has anything changed? Question asked: NO
Are these the correct vehicles? Question asked: NO
What step or steps were missed when delivering rate under “Deliver Rate” in The Revised Quote Process?
Down payment
Monthly installment amounts & fees
Total Premium
Ask for sale
None of the above
After delivering the rate but before the coverage review what information should you verify?
Vehicles
Drivers & driving record
Address
Prior insurance history (including current, length, and limits)
Paperless & eSign status
Under the “Coverage review” section of the Revised Quote Process should you review Snapshot status?
No; it was confirmed prior
Yes; but only if enrolled
Yes; no matter if they are enrolled or not
No; you confirm on next screen
Yes; but only if not enrolled
Under the “Final details” section of the Revised Quote Process you read the “May we contact you” scripting…
Only when customer has a cell phone
Verbatim, On every quote
If they are enrolled in Snapshot Mobile
Summarized in your own words on every quote
At your discretion
What step was missed before hitting Save and Continue on verification screen?
Asking permission to contact via email
Verifying number of drivers
Asking permission to run driving history report
Read FCRA script
Obtain address to send snapshot device
What actions were taken to help prevent “buyer’s remorse”?
Adjusting future due date
Providing additional information around Snapshot
Explaining next steps to customer
Asking if there were any other products they need insured
Asking if there was anything else they needed help with
What needs should be discovered on all revised quotes?
Loyalty
Rewards for safe driving
Additional Products (toys, MC, RV)
Home & Property (Homeowners, Condo, Renters)
If they need 24/7 service
