Embedded Files
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.
WEB FORM QUESTION
CUSTOMER HESITATION / NOTES
PRESCRIBED REBUTTAL
Just to confirm, you are interested in getting a quote for Auto Insurance, correct?
Confirm your address, city, and state
Only do this when customer says ZIP code is incorrect
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 (number of vehicles) vehicles and as for your (Not Qualified vehicle), please inform the licensed agent about it so they can give you options.
Are you currently insured with an active policy?
Why do you need to know that?
This is just to provide you a more accurate quote.
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?
Clarify if the customer had any DUIs in the last 5 years if they did not answer the DUI question.
OUTRO
Okay, (customer name), I am now submitting your form to find your best match.
CAPTIVE AGENCY
CAPTIVE AGENCY
If the company you are matching the cx is listed below:
AAA
All State
American Family
Amica
Country Financial
Direct General/Direct Auto
Farmers
Geico
Hartford
Humana
Liberty Mutual
Nationwide
Progressive
State Farm
Travelers
United Health
Have you received a quote from ______ in the past 30 days?
(WARM TRANSFER) Okay great! "BUYER" is coming up as a great match for you. If it's okay with you, I'm going to get them on the line now. Please give me a moment while I enter the extension to connect you, and they will finish your quote.
(COLD TRANSFER) - Okay great! "BUYER" is coming up as a great match for you. If it's okay with you, I'm going to get them on the line now. Please give me a moment while I enter the extension to connect you, and they will finish your quote.I will enter the extension and then you will hear a series of prompts. Please respond to the prompts. And then when you hear the agent answer the call, please go ahead and respond, okay?
If the company is not listed above, read the following instead:
(WARM TRANSFER) Okay great! We have an independent agent available. If it's okay with you, I'm going to get them on the line now. Please give me a moment while I enter the extension to connect you, and they will finish your quote.
(COLD TRANSFER) - Okay great! We have an independent agent available. If it's okay with you, I'm going to get them on the line now. Please give me a moment while I enter the extension to connect you, and they will finish your quote.I will enter the extension and then you will hear a series of prompts. Please respond to the prompts. And then when you hear the agent answer the call, please go ahead and respond, okay?
TRANSFER PROCESS
1. Click the TRANSFER button
2. Select Pre-defined number, then click Call
3. Click the Dial Pad, and enter the extension, followed by the # sign and
4. Followed by the number 1 if correct and take care of any necessary prompts.
If applicable: Say the handoff spiel, "This is (YOUR NAME) with the Insurance Center and I have (CUSTOMER NAME) on the line with us now looking for (LEAD TYPE) Insurance quote. Hey, (CUSTOMER NAME), they're going to take it from here. Have a great day!"
Note: Make sure to wait for the customer's response before finishing the handoff spiel
5. Leave the conference call after successfully transferring the customer to the licensed agent
6. Disposition the call as TRANSFER
7. For certification purposes I will tag this as Not Qualified
Note: If the extension fails, disconnect the line and proceed to the next buyer while also following the correct process and verbiage during the outro.
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