Embedded Files
This document contains additional spiels for customer questions, hesitations, or objection
IMPORTANT REMINDERS
Use transition or acknowledge statements to make the rebuttals / spiels sound natural.
Pause for 1-2 seconds after providing the rebuttal, then go back to the call flow.
If the question / hesitation / objection of the customer is not listed below, find the closest spiel that is appropriate.
If there is no spiel that fits the question / hesitation / objection, COME UP with a spiel based on your knowledge of SF Products and the KBase. Consider the following:
1. Actively listen what the customer is asking / objecting to / hesitating about.
2. Your response should DIRECTLY address the point of objection or the main hesitation of the customer.
ADDITIONAL SPIELS
WHY ARE YOU ASKING ALL THE QUESTIONS AGAIN / I ALREADY ANSWERED THESE ON THE WEBSITE
I just want to make sure your information here are correct so my licensed agent can provide you an accurate quote. I have most of your information here anyway so you just have to tell me if they're right or wrong, okay?
If the cx refused to verify their information: I'm sorry but I need to confirm your information before I can connect you to a licensed agent. Thank you for your time and have a good day.
DISPOSITION: NOT QUALIFIED
WHY DO YOU KEEP CALLING ME IF THERE IS
NO AVAILABLE LICENSED AGENT?
Before Verification: I'm sorry, call volume can get high sometimes. Let me quickly confirm your information and let's see if I can match you with an insurance company this time, okay?
No Buyer: I'm sorry, call volume can get high sometimes. Don't worry, we have your information here so we'll just give you a callback. Thank you for your time and have a good day.
CAN YOU CONNECT ME TO A LOCAL LICENSED AGENT?
Oh we do work with agents nationwide. I do know they are licensed in your state but we don't have the information of their specific location.
Note: The address shown on the extension list is not necessarily the location of the licensed agent.
I'M ALREADY ON THE LINE WITH AN INSURANCE AGENT
That's alright. We'll call you back later then, thank you.
DISPOSITION: NOT AVAILABLE
IS THIS FOR A QUOTE?
Yes, let me confirm your information and then I'll bring my licensed agent over to finish up your quote okay?
DO NOT SAY: “This is just a quote and you don’t have to do anything else” OR “there’s no obligation or no need to sign up” OR “no decisions need to be made”
WHY IS YOUR NUMBER SHOWING UP
YOU'RE FROM (ANOTHER STATE)
Oh that's just our auto dialer. Don't worry, I can connect you to an agent licensed in your state. Let me quickly confirm your information here, okay?
I HAVE NO INCOME / CANNOT AFFORD INSURANCE /
ON SOCIAL SECURITY
No problem, I have submitted your form, and we will call you back when we have found an option for you. Have a great day.
DISPOSITION: NOT QUALIFIED
Note: Make sure to understand the context. If their objection goes something like, "I can't afford $300." this means they're looking for a more affordable insurance, so proceed with the call.
HOW DID YOU KNOW MY INFORMATION
If cx insists they didn't fill out any form online and you have already provided the "You may have come across our ad" rebuttal: I do apologize it looks like that’s what we got. (move away from this and do not argue with the customer) Don't worry, your information will solely be used to help us match you with an insurance company who can provide you a competitive rate, okay?
DOES YOUR COMPANY RECEIVE A FEE WHEN YOU CONNECT A CX TO A LICENSED AGENT
I'm not exactly sure about the answer to that, but we are an insurance comparison marketplace and we are in partnership with different insurance companies to find you the best rate.
ADDITIONAL SPIELS - AUTO INSURANCE
I DON'T KNOW THE YEAR, MAKE AND MODEL OF THE CAR
I understand. When you have the year, make, and model of the vehicle you plan to purchase, please give us a call at 855-214-2291 so we can assist you with a free quote. Thanks and have a nice day.
I WANT TO HAVE HOME AND AUTO BUNDLED
Sure I can help you with that.
Note: When you get to the bundle question, confirm: Many people save money bundling their auto and home. You mentioned you'd like to get a quote on both today, correct?
CUSTOMER IS NOT A HOMEOWNER / RENTER
Example: I'm living with relatives
Note: Oh okay, the next question here is for bundling auto and home/renters so I'll just put a "No" for this one, okay?
ADDITIONAL SPIELS - HEALTH INSURANCE
VISION ONLY QUOTE REQUEST
Example: Cataract, I need LASIK, prescription glasses
I'm not able to help you get a stand alone quote for vision but I can get you a health insurance quote instead, okay? (pause 2 seconds then continue, unless the customer says no)
Page updated
Report abuse