Embedded Files
This documents the entire Home/Renters Insurance webform and hesitations that you may encounter.
Home Insurance
Renters Insurance
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 (Home/Renters) Insurance, correct?
SKIP THE NAME AND PHONE NUMBER
Update when necessary
It says here you entered 90210 for your ZIP code, correct?
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?
What best describes the type of your current Home?
Provide all the options.
Options: Single Family, Condo/Apartment Townhouse, or Mobile/Manufactured Home
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.
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 any claims in the last 3 years?
Note: If the customer filed a claim but didn't get paid by the insurance company, still answer YES on the web form and acknowledge the cx with "Okay". Do not argue with the customer.
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