May 2012 Retention Toolkit Quiz
Familiarize yourself with the one stop shopping retention resource! Please select the one best answer.
- 1.
Where can I find the Retention Toolkit?
- A.
Alliance
- B.
Leads eXpress
- C.
WCRO-Tools
- D.
B and c
Correct Answer
D. B and cExplanation
The Retention Toolkit can be found in two places: Alliance Leads eXpress and WCRO-Tools.Rate this question:
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- 2.
Which Senior Leader delivers the Retention Message?
- A.
Jeff Thompson, Field Senior Vice President
- B.
John Kane, Field Vice President
- C.
Krystal Thomas, Customer Experience Manager
- D.
Frank Romer, Regional Marketing Manager
Correct Answer
B. John Kane, Field Vice PresidentExplanation
John Kane, as the Field Vice President, is responsible for delivering the Retention Message. As a senior leader in the organization, he holds a high-level position that involves overseeing and managing field operations. This includes communicating important messages to the team, such as the Retention Message, which is likely related to retaining customers or improving customer retention strategies. Jeff Thompson, Krystal Thomas, and Frank Romer hold different positions within the organization and are not mentioned as being responsible for delivering the Retention Message.Rate this question:
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- 3.
What are the categories that the retention resources are listed under?
- A.
Retention Toolbox
- B.
Retention Processes
- C.
Targeting Customers
- D.
All the above
Correct Answer
D. All the aboveExplanation
The retention resources are listed under all the categories mentioned: Retention Toolbox, Retention Processes, and Targeting Customers. This means that the resources related to retaining customers can be found in all of these categories.Rate this question:
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- 4.
What can you find in the Agency Process Library?
- A.
Agency best practices
- B.
Agency reports
- C.
Processes that are fundamental and vital to agency success
- D.
A and c
Correct Answer
D. A and cExplanation
In the Agency Process Library, you can find agency best practices and processes that are fundamental and vital to agency success. This means that the library contains valuable resources and information that can help agencies improve their operations and achieve success.Rate this question:
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- 5.
Which are true about Pending Terminated Endorsements?
- A.
Pending endorsements can be found in Work Status
- B.
They are pending so that the agency has the opportunity to save the customer
- C.
The agency has 8 days to work the endorsement before the termination is complete
- D.
A and b
Correct Answer
D. A and bExplanation
Pending Terminated Endorsements are endorsements that are pending and can be found in the Work Status. They are pending in order to give the agency the chance to save the customer. The agency has 8 days to work on the endorsement before the termination is complete. Therefore, both statements a and b are true.Rate this question:
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- 6.
To support my agency's 1st year auto retention, I want to add a touchpoint as the policy issues - what are some suggestions given?
- A.
Send a handwritten thank you note
- B.
Contact the customer to be sure they received their policy, set up an appointment with the EFS, send an invitation to register for My Account
- C.
Let the customers know about your agency's social media access
- D.
All the above
Correct Answer
D. All the aboveExplanation
All of the suggestions given are potential ways to add a touchpoint as the policy issues in order to support the agency's 1st year auto retention. Sending a handwritten thank you note shows appreciation and personalizes the interaction. Contacting the customer to ensure they received their policy and setting up an appointment with the EFS demonstrates proactive customer service. Sending an invitation to register for My Account helps the customer to easily access their policy information. Informing customers about the agency's social media access allows for ongoing engagement and communication.Rate this question:
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- 7.
Brian Counterman is active and involved in many organizations and developed relationships over his 20 years in business by establishing himself and building credibility. His agency is built on referrals. What is the other process he mentions in his video? (archived)
- A.
Auto/Life Process
- B.
Just a note process
- C.
CPR process
- D.
Agency Customer Experience process
Correct Answer
B. Just a note processExplanation
In the video, Brian Counterman mentions the "Just a note process" as another process he utilizes in his agency. This process involves sending personalized notes to clients, whether it be a thank you note, a birthday card, or a simple gesture to show appreciation. By taking the time to send these notes, Counterman is able to maintain and strengthen his relationships with clients, ultimately contributing to the success of his agency.Rate this question:
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- 8.
What are good practices for the person managing My Work Items? (John Edward's video)
- A.
Sort all items by date so you know you are not missing any items due today
- B.
Be sure that all Work Items are assigned to someone
- C.
Check your own work items an stay current and work ahead
- D.
All the above
Correct Answer
D. All the aboveExplanation
The person managing My Work Items should follow good practices such as sorting all items by date to ensure that no items due today are missed, making sure that all Work Items are assigned to someone, and regularly checking their own work items to stay current and work ahead. By doing all of the above, the person can effectively manage their work items and ensure that nothing falls through the cracks.Rate this question:
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- 9.
What should not be considered before making a homeowner premium increase call? (John Edwards video)
- A.
Look at the household policies
- B.
Not communicating with the customer about the change of premium
- C.
Diminishing discounts
- D.
Deductibles
Correct Answer
B. Not communicating with the customer about the change of premiumExplanation
Before making a homeowner premium increase call, it is important to consider various factors such as the household policies, diminishing discounts, and deductibles. However, one thing that should not be considered is not communicating with the customer about the change of premium. It is crucial to inform the customer about any changes in their premium to maintain transparency and ensure that they are aware of the reasons behind the increase. Failing to communicate with the customer can lead to confusion, frustration, and a breakdown in trust between the insurer and the customer.Rate this question:
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- 10.
Which do Michelle McRae's follow up process include if she is not able to cross sell a policy?
- A.
Re-quote at 30, 60 and 90 days
- B.
Mail, e-mail and call at 30, 60, 90 days
- C.
Send an ART message at 6 months
- D.
A and b
Correct Answer
D. A and bExplanation
Michelle McRae's follow-up process includes re-quoting at 30, 60, and 90 days, as well as mailing, emailing, and calling at 30, 60, and 90 days. This means that if she is not able to cross-sell a policy, she will follow up with the potential customer by providing updated quotes at regular intervals and using multiple communication channels such as mail, email, and phone calls. Therefore, both options "a" and "b" are correct.Rate this question:
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- 11.
Which Sales Territory is your agency in?
- A.
Territory 2: Iowa, Kansas, Nebraska, Missouri
- B.
Territory 3: Colorado, Montana, Wyoming, North Dakota, South Dakota
Correct Answer
A. Territory 2: Iowa, Kansas, Nebraska, MissouriExplanation
The given answer states that the agency is in Territory 2, which includes the states of Iowa, Kansas, Nebraska, and Missouri. This implies that the agency operates within these states and is responsible for sales activities in this specific territory. The other option, Territory 3, includes different states (Colorado, Montana, Wyoming, North Dakota, South Dakota) and is therefore not the correct answer in this context.Rate this question:
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- 12.
If you are staff in the agency, please tell us your agent's name
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