Professionalism Test: Trivia Quiz! MCQ

1. Mr. Thomas calls in to inform you that he wants to keep the insurance that he has this year; you:

Close the call as soon as he hangs up so you can get the next call waiting

You leave notes in the SSC stating that Mr. Thomas called but didn’t need help.

You leave notes in the SSC stating that Mr. Thomas called to state that he wanted to keep the insurance he had this year.

The correct answer is to leave notes in the SSC stating that Mr. Thomas called to state that he wanted to keep the insurance he had this year. This is the appropriate action because it ensures that the information is documented and can be referred to in the future if needed. It shows professionalism and accountability in handling customer calls.

Explanation

The correct answer is to leave notes in the SSC stating that Mr. Thomas called to state that he wanted to keep the insurance he had this year. This is the appropriate action because it ensures that the information is documented and can be referred to in the future if needed. It shows professionalism and accountability in handling customer calls.

2. OneExchange strives to be an advocate for our customers. You are expected to take ownership of the issues you come across. Mrs. Peters calls and states that she has been trying to reach BA "Anderson" for a week, and he hasn't called her back. You should:

IM or email BA Anderson to call the customer back.

Forward the call immediately to BA Anderson’s supervisor.

Apologize to Mrs. Peters for the difficulties that she has been having; start asking questions and reading the notes in SSC so you can resolve the situation, or transfer her to the correct department

The correct answer is to apologize to Mrs. Peters for the difficulties she has been having and start asking questions and reading the notes in SSC to resolve the situation or transfer her to the correct department. This option shows a proactive approach to addressing the customer's issue and taking ownership of the problem. It demonstrates a commitment to customer advocacy and finding a solution to the problem at hand.

Explanation

The correct answer is to apologize to Mrs. Peters for the difficulties she has been having and start asking questions and reading the notes in SSC to resolve the situation or transfer her to the correct department. This option shows a proactive approach to addressing the customer's issue and taking ownership of the problem. It demonstrates a commitment to customer advocacy and finding a solution to the problem at hand.

3. Mr. Woods states that he is disgusted that he gave 40 years to his company and this is how they treat him. Your reply:

“I know, right? They are horrible for throwing you under the bus.”

“I know this is a frustrating situation. I am going to find you a great plan to help make the transition smooth for you.”

“Make sure that you file a formal complaint with the state and local government.”

"You should sue."

This response acknowledges Mr. Woods' frustration and offers support by promising to find a solution that will make his transition smoother. It shows empathy and a willingness to help him navigate through the difficult situation he is facing.

Explanation

This response acknowledges Mr. Woods' frustration and offers support by promising to find a solution that will make his transition smoother. It shows empathy and a willingness to help him navigate through the difficult situation he is facing.

4. This is your first-day selling insurance. Mrs. Marsh asks you about a benefit of which you are not aware of. You say:

“That is a great question. May I place you on hold for a minute while I research that for you?”

“Sorry, this is my first day taking calls. Let me ask my supervisor.”

“Um, I think that benefit is included in this plan.”

The correct answer is "That is a great question. May I place you on hold for a minute while I research that for you?" because it shows a willingness to provide accurate information and a commitment to customer service. By asking for permission to put the customer on hold and research the benefit, the insurance seller demonstrates a proactive approach in finding the correct answer for the customer. This response also acknowledges the customer's question as valuable and shows a willingness to go the extra mile to provide accurate information.

Explanation

The correct answer is "That is a great question. May I place you on hold for a minute while I research that for you?" because it shows a willingness to provide accurate information and a commitment to customer service. By asking for permission to put the customer on hold and research the benefit, the insurance seller demonstrates a proactive approach in finding the correct answer for the customer. This response also acknowledges the customer's question as valuable and shows a willingness to go the extra mile to provide accurate information.

5. Mr. Jones asks when he will be receiving his cards. You check his enrollment date in SSC and see that it has only been two weeks since he enrolled. You respond:

“I'm not sure. Please call us back in a week or two if you still don't have them.”

“They should have been there by now.”

“It can take 4-6 weeks from date of application until you receive your cards.”

The correct answer is "It can take 4-6 weeks from date of application until you receive your cards." This response provides a timeframe for when Mr. Jones can expect to receive his cards. It acknowledges that it has only been two weeks since his enrollment, indicating that it is still within the normal processing time. By suggesting that he should call back in a week or two if he still doesn't have them, it implies that the cards may arrive within that timeframe.

Explanation

The correct answer is "It can take 4-6 weeks from date of application until you receive your cards." This response provides a timeframe for when Mr. Jones can expect to receive his cards. It acknowledges that it has only been two weeks since his enrollment, indicating that it is still within the normal processing time. By suggesting that he should call back in a week or two if he still doesn't have them, it implies that the cards may arrive within that timeframe.

6. It's your turn to sign Wade's Birthday card, but you need to be quick because he is coming down the aisle; you:

Place your hand over the microphone and ask the card holder to come back to you.

Ask your customer to hold so you can quickly sign the card.

Wave the card holder on so you can finish your call, and then sign the card when your call is finished.

The correct answer is to wave the card holder on so you can finish your call, and then sign the card when your call is finished. This option prioritizes completing the call, which may be time-sensitive or important, before signing the birthday card. It ensures that the call is not interrupted and allows for a seamless transition between tasks.

Explanation

The correct answer is to wave the card holder on so you can finish your call, and then sign the card when your call is finished. This option prioritizes completing the call, which may be time-sensitive or important, before signing the birthday card. It ensures that the call is not interrupted and allows for a seamless transition between tasks.

7. It's important to get as many customers enrolled as soon as possible to ensure they have coverage before their enrollment ends. The best way to do this is:

Go though each section once. IF the customer has a question or needs you to repeat something remind them that they will get this information in the mail after the enrollment.

Make sure that the customer understands the key benefits of the plan they are enrolling in and how it works.

Make sure that you answer all of the customer’s questions, but you do not have to read the whole disclaimer. You can read only the important parts.

The best way to ensure that as many customers as possible are enrolled before their enrollment ends is by making sure that they understand the key benefits of the plan they are enrolling in and how it works. This will help them make an informed decision and increase the likelihood of them enrolling. Additionally, by addressing any questions they may have and providing them with the necessary information, they will feel more confident in their decision to enroll and be more likely to complete the process.

Explanation

The best way to ensure that as many customers as possible are enrolled before their enrollment ends is by making sure that they understand the key benefits of the plan they are enrolling in and how it works. This will help them make an informed decision and increase the likelihood of them enrolling. Additionally, by addressing any questions they may have and providing them with the necessary information, they will feel more confident in their decision to enroll and be more likely to complete the process.

8. If you believe that a fellow employee gave incorrect information to a customer or is doing something that is not in the best interest of the customer you should:

Tell the customer that the last BA they spoke to was wrong and that you have to start all over again.

Explain that the last benefit advisor they spoke to did something wrong, and send an email to the past BA on how to fix the issue before you transfer the customer to a CSR.

Send a detailed email message to your supervisor with the CID and exactly what happened so the supervisor can investigate.

This option suggests the appropriate course of action when faced with a situation where a fellow employee has provided incorrect information or acted against the best interest of the customer. By sending a detailed email message to the supervisor with the Customer Identification (CID) and a description of what happened, the supervisor can investigate the issue and take appropriate action to rectify the situation. This ensures that the concern is addressed and the customer's best interest is upheld.

Explanation

This option suggests the appropriate course of action when faced with a situation where a fellow employee has provided incorrect information or acted against the best interest of the customer. By sending a detailed email message to the supervisor with the Customer Identification (CID) and a description of what happened, the supervisor can investigate the issue and take appropriate action to rectify the situation. This ensures that the concern is addressed and the customer's best interest is upheld.

9. The customer asks for your opinion on a specific plan. Your reply:

“Well, that there plan will fit you better than a kick in the butt.”

“The plan that you have chosen will fit your needs and qualify you for funding.”

“The MAPD that you chose is CMS certified and considered to be creditable coverage, so you will get your funding from the funding specialists.”

The given answer is the most appropriate response in this situation because it acknowledges the customer's choice and assures them that the plan they have chosen will meet their needs and also qualify them for funding. This response shows support for the customer's decision and provides them with the necessary information about the plan's eligibility for funding.

Explanation

The given answer is the most appropriate response in this situation because it acknowledges the customer's choice and assures them that the plan they have chosen will meet their needs and also qualify them for funding. This response shows support for the customer's decision and provides them with the necessary information about the plan's eligibility for funding.

10. Mrs. Smith is providing you her medications for the SSC profiler. You come to a medication that is not listed in the SSC Profiler; you:

Write the name of the drug, its dose, and directions in the SSC notes, and continue to the next drug in the profiler list.

Immediately inform the customer that their drug will not be covered by any drug plan and continue to the next drug in the profiler list.

Immediately inform the customer that they drug will not be covered by any drug plan and then write the name of the drug, its dose, and directions in the SSC notes

If you encounter a medication that is not listed in the SSC Profiler, the correct course of action is to write the name of the drug, its dose, and directions in the SSC notes, and then continue to the next drug in the profiler list. This allows for documentation of the medication for future reference and ensures that the medication administration process remains organized and efficient.

Explanation

If you encounter a medication that is not listed in the SSC Profiler, the correct course of action is to write the name of the drug, its dose, and directions in the SSC notes, and then continue to the next drug in the profiler list. This allows for documentation of the medication for future reference and ensures that the medication administration process remains organized and efficient.