Redirects & Rebuttals - SelectQuote
What does the S stand for in the ACES acronym?
Serendipity - If you follow Scout, the universe will allign everything so that you get a succesful transfer
Solutions- If the customer is hesitant, make sure you redirect their attention to possible solutions that could be beneficial for them and help you get a succesful transfer one day
Script/Scout - When in doubt, follow Scout!
Sincerity - Be honest with the customer. Don't pretend to be a LSA. If they aske something that you feel could help you get the transfer, tell them "That's a great questions for our Licensed Sales Agent"
We are affiliated with Medicare
True
False
We are, but shouldn't tell our customers that
How should you redirect if the custromer says: "I already signed up for a new plan / I just did this"
That's great. As you know benefits get implemented and updated so we want to make sure you are fully informed of the benefits for your area
We can just double check to make sure no benefits were missed out on - It's no obligation to change with us.
This is just a review to make sure no benefits have been overlooked. We just want to make sure you are getting all the benefits you are eligible for - I don't know about you, but I can use all the benefits I can ge
Select the appropriate verbiage to use when discussing Medicare Benefit options (Multi-select)
benefits you may be entitled to
Benefits only I can give you if you deposit $50.00 dlls to my bank account
Benefits you may qualify for
Benefits you might have had before, but they took em' from you
Benefits you might not be taking advantage of
What does (AEP) stand for?
Alliance of Emancipation and Participation
Arremangala Empujala y Producela
Annual Electronic Propaganda
Annual Enrollment Period
Annuel Eminem Pitbull (Mr. Worldwide!)
What should we respond if a customer asks for us to send them information?
"They will provide you the specific information you're requesting"
Tell the customer the agent will ask him how he'd like that information sent out to him
Tell him: "I'll conference you in so they can send that out to you
Tell them: "pa que quieres saber eso jajaja saludos"
What's a good way to initiate a meaningful conversation to generate interest in our services?
Asking questions that focus on the customers health and well being
By talking about politics and trying to find out if they'll vote Republican or Democrat
Inquiring about stuff like favorite food, favorite color, etc.
We shouldn't engage with them. We are here to transfer not to make friends
How should we respond if a customer says: "My licensed agents already gave me a review and went through it with me. "
That's great and all but I swear what I'm offering you
That's great we can just double check to make sure no benefits were missed out on - It's no obligation to change with us.
Say: "I understand. You can disregard this call then"
What does the C stand for in the ACES acronym
Compromised
Comprehensive
Conversion/Transfers
Coalition/Alliance
What are our main metrics?
Attendance – Adherence– Transfers - QA Score
Attendance – Transfers/Hr – Conversion % - QA Score
Dead Air – Availability – DownTime - QA Score
Attendance – Availability – Conversion % - QA Score
We must inform the line is recorded on every call prior to initiating the transfer
True
False
Only when we had enough sleep and feel like it
What redirect would you use if the customer said "No thank you, I don't need your services"
"Arre, pero se te va ofrecer algun dia.."
�That may actually be true, however, speaking to one of our agents will ensure that you know exactly what your options are, just in case you are missing out on anything”
"I understand. But would you mind doing me a solid and accept so I can get a transfer?"
What does TCPA stand for?
Telecommunication Cascading and Parading from Above
Telephone Consumer Protection Act
Transnational Communist Party Association
Telephone Cable Private Access
What redirect should you use when your customer says " I've already chosen a plan / I'm happy with my current carrier"
Remember _____, it's a conversation, not a commitment unless you want to - There is no obligation to change. We work with over 25 A rated carriers and can help make sure you are taking advantage of all the benefits for your area
Who cares, let me transfer you
Ok Ok I understand, but wouldn't you like to at least know your options?
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