Embedded Files
BEHAVIORS
SUB-BEHAVIORS
DEFINITION
2A. Actively listen?
2A1. Gave the right level of acknowledgement throughout the call and while going through the web form?
Teammate responded appropriately to the customer`s answers or comments to show understanding.
For answers to the webform, it's important to use varying responses instead of sticking to the same acknowledgement statement. Example: ok, ok, ok; alright, alright, alright
Answers to customers' questions that sound condescending will also be marked down on this behavior.
2A2. Ask relevant questions?
Not ask for information that was already provided clearly by the customer. Retained all information initially provided by customer and used it to verify mandatory question.
Use clarifying question if there is a need to clarify information provided
Probe if there is a need for more information
Ask to confirm if there is a need to confirm understanding.
2A3. Paraphrase when needed?
Agent should paraphrase if customer did not understand the question the first time.
2A4. Empathize or build rapport, when necessary?
Empathized or established rapport to build a connection with the c ustomer. Ex: New car or new house or considering to buy a car in the next 30 days -- Congratulaions, you must be excited.
2B. Effectively deliver the rebuttal?
2B1. Tailor fit the rebuttal script, when necessary?
When the hesitation/objection provided by the customer is not listed on the script, teammate needs to come up with a rebuttal spiel based on their knowledge of SF Products and the scripts avaiable in KBase.
When using the required rebuttal, TM should use the complete rebuttal and not partial. This will be rated under the Compliance Section of the call flow.
2B2. Promptly deliver a rebuttal to customer's objection?
Teammate was quick to deliver a rebuttal to the customer's objection, with almost no pause from the time the customer gave the objection.
Note: Rate appropriateness under 2B1.
2B3. Effectively position the rebuttals using bridges (transitions) and benefits?
Teammate set the stage using bridges/transitions (this helps the call sound more engaging rather than scripted). TM also use benefits to effectively position rebuttalls; use value statements to present the benefit for the Customer. This also includes acknowledgement statements that are specific to rebuttals as those are used to humanize the rebuttal before the selling point of the script is delivered.
2B4. Redirect the conversation back to call flow right after every rebuttal?
Redirects the conversation back to the script or web form after each rebuttal. TMs should give 1-2 sec for customers to respond instead of going straight to the form, dismissing what customer might have to say. TMs should also not exceed more than 2 seconds as it will create awkward silence during the interaction.
2C. Provide accurate and complete information that best address customer issues?
2C1. Provide accurate and complete information that supports policies?
Teammate provided accurate and complete information based on Smart Financial's policies, procedures, and processes.
This includes additional instructions for the customers on what to inform the licensed agents.
This also includes instances of over-education (i.e. answering questions that need to be addressed by a licensed insurance agent).
2D. Utilize tools effectively?
2D1. Utilize tools effectively?
TM used tools effectively (i.e., Pulling up the correct script that matches customer needs/information. Also includes asking help from leaders)
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