Embedded Files
This documents the entire Auto Insurance webform and hesitations that you may encounter.
INTRO
Hello (customer’s first name)?
Hi (customer’s first name), this is (your name) with Smart Financial on a recorded line. Regarding the insurance quote you requested. I just need to verify a few things you submitted. Please let me know if I need to make any corrections. Just to confirm, you are interested in getting a quote for auto insurance, correct?
***Continue to verify the information needed on the quote form and ask the mandatory questions in order.
VERIFICATION
WEB FORM QUESTION
CUSTOMER HESITATION / NOTES
PRESCRIBED REBUTTAL
Just to confirm, you are interested in getting a quote for Auto Insurance, correct?
SKIP THE NAME AND PHONE NUMBER
Update when necessary
And your ZIP Code is 90210, correct?
And your date of birth is 09/23/1991, correct?
Note: Read the date of birth as September 23, 1991. Do not read as numbers.
How many vehicles do you own?
If the cx mentions a vehicle that we do not cover (e.g. boats, caravans, ATV etc.) do not count them when answering this question on the webform.
I can help you with your cars and as for your boat, please inform the licensed agent about it so they can give you options.
Are you currently insured with an active policy?
Who is your current insurance company?
Why do you need to know my insurance company?
This is just to filter them out so we don't double quote you from them, okay?
How long have you been continuously insured without any lapse or break?
Provide all the options.
Options: Less than 12 months, 1-5 years, More than 5 years
You mean with my current insurance?
I mean for your auto insurance in general.
Are you or your spouse an active member, or an honorably discharged veteran of the US military?
Say "Thank you for your service" if the customer answered Yes.
If the spouse is deceased but they were honorably discharged, still put YES on the webform.
Are you a homeowner?
If cx said earlier he wants home insurance as well: You mentioned earlier you wanted home insurance as well so I assume you are the homeowner?
If cx said earlier they want insurance for their apartment/renters as well:
You mentioned earlier you wanted insurance for your apartment (adjust based on cx's verbiage) as well so I assume you are renting?
Many people save money bundling their auto and home. May I get you a quote on both today?
If cx said earlier he wants home & auto bundled: Many people save money bundling their auto and home. I can help you get a quote on both today.
Have you had 2 or more moving violations or at-fault accidents in the last 3 years?
Note: A ticket counts as a moving violation.
If customer’s answer needs clarification on:
Tickets: How many of those tickets were moving violations in the last 3 years?
Accidents: How many of those were at-fault accidents in the last 3 years?
Note: Your clarifying question will vary based on customer’s answer
Have you had any DUIs or SR-22s in the last 5 years?
Note: Update the web form immediately once they answered the question about the DUI, before you even give the definition of SR-22
What is an SR-22?
SR-22 is a form filed with the state for high-risk drivers. Does this apply to you?
What type of coverage are you interested in?
Provide all the options.
Options: State Minimum, Basic, Standard Full Coverage, Superior
What's the difference between full standard coverage state and state minimum?
"That's a great question for the licensed agent, let me finish verifying your information then get you over to a licensed agent to finish your quote."
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