Ultimate Quiz On Sales Calls: Trivia!

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| By Bthorup
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  • 1/12 Questions

    What must the BA do prior to quoting plans?

    • Add prescriptions to the profile
    • Read the Medical Information Release statement
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About This Quiz

The Ultimate Quiz on Sales Calls: Trivia evaluates understanding of compliance in sales conversations, focusing on Medical Information Release (MIR) protocols. It tests adherence to regulatory standards, critical for professionals handling sensitive customer data in sales environments.

Ultimate Quiz On Sales Calls: Trivia! - Quiz

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  • 2. 

    The customer called and discussed plan options with the BA on Monday. The customer needed more time to decide on a selection and called back on Friday and spoke with the same BA. Would the BA need to read the MIR prior to quoting even if it was read on the initial call?

    • Yes

    • No

    Correct Answer
    A. Yes
    Explanation
    The MIR must be read on every call prior to quoting and discussing plans, even if it was read on a previous call.

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  • 3. 

    Adjusting the words in the MIR is acceptable as long as it does not change the meaning. 

    • True

    • False

    Correct Answer
    A. True
    Explanation
    You must see a supervisor for approval.

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  • 4. 

    Which statement would NOT be marked as a minor for 4.3 (Explain the Transfer Process): This portion of the script reads: You will be connected to an Enrollment Team Representative who will help you fill out your application(s). There will be a brief hold before they pick up so DO NOT HANG UP or your application(s) will not be processed. If for any reason you get disconnected, please call us right back, follow the system prompts, and you will be connected to an Enrollment Team Representative. 

    • I will now transfer you to the Application Specialist. They will help you complete the application. Do not hang up or your application will not be processed.

    • I am going to transfer you to the Enrollment Team Representative. There will be a brief hold before they pick up the phone. Do not hang up or your application will not be processed. If you do get disconnected, call back and you will be routed to the correct team.

    • Our enrollment specialist team will be helping you complete the application. If you hang up, we cannot process your application.

    • Thank you and have a great day!

    Correct Answer
    A. I am going to transfer you to the Enrollment Team Representative. There will be a brief hold before they pick up the phone. Do not hang up or your application will not be processed. If you do get disconnected, call back and you will be routed to the correct team.
    Explanation
    The correct answer is "I am going to transfer you to the Enrollment Team Representative. There will be a brief hold before they pick up the phone. Do not hang up or your application will not be processed. If you do get disconnected, call back and you will be routed to the correct team." This statement provides clear instructions about the transfer process and emphasizes the importance of not hanging up or getting disconnected in order to ensure the application is processed correctly. It also offers a solution if the caller does get disconnected, which is to call back and be routed to the correct team. The other statements do not provide the same level of clarity and emphasis on not hanging up or getting disconnected.

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  • 5. 

    The BA did not say the plan names before transferring to the ADP. How would you score 4.1?

    • Yes

    • Minor

    • N/A

    • Yes, with a coaching note

    Correct Answer
    A. Minor
    Explanation
    The BA must read the plan names prior to transferring to the ADP.

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  • 6. 

    If an LBS is brought on the line by an ADP and the LBS puts a new plan in the cart, does the LBS have to read the intent to enroll scripting?

    • Yes

    • No

    Correct Answer
    A. Yes
    Explanation
    The LBS is brought on the line by an ADP, which suggests that the LBS is responsible for handling the customer's request. If the LBS puts a new plan in the cart, it indicates that they are taking action based on the customer's intent to enroll. Therefore, it is logical to assume that the LBS needs to read the intent to enroll scripting in order to properly understand and fulfill the customer's request.

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  • 7. 

    The BA read the Medical Information Release after giving two Medigap premiums but did not discuss any plan benefits. Would this be Non-Compliant?

    • Yes

    • No

    Correct Answer
    A. Yes
    Explanation
    The BA (Business Associate) read the Medical Information Release, which indicates that they have access to sensitive medical information. However, instead of discussing any plan benefits, they only focused on collecting two Medigap premiums. This suggests that they did not fulfill their obligation to provide information about the plan benefits to the individual. Therefore, their actions can be considered non-compliant.

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  • 8. 

    Which version of the MIR would not cause the call to be Non-Compliant? The statement reads: 'As we proceed, you are not required to answer any health or prescription-related questions. If you do, your answers will not affect your eligibility to enroll in a Medicare plan. Okay?'

    • Coming up, you are not required to answer health or prescription questions. If you do answer those questions, your answers won't affect your eligibility to enroll in a plan.

    • I might ask some questions regarding health or prescriptions. You do not have to answer them but I recommend you do.

    • Some of the plans will want to know what prescriptions you take and may want to know about your current health. You don't have to answer any questions though because you are guaranteed issue.

    • As we move forward, you do not have to answer any health or prescription questions. If you do, your answers will not affect your eligibility to enroll in a Medicare plan. Okay?

    • As we proceed, you are required to answer any health or prescription related questions. Your answers will affect your eligibility to enroll in a Medicare plan.

    Correct Answer
    A. As we move forward, you do not have to answer any health or prescription questions. If you do, your answers will not affect your eligibility to enroll in a Medicare plan. Okay?
  • 9. 

    If the BA transfers the call and provides the Customer with the phone number they are not required to provide the TTY number because the ADP will provide the TTY number and hours of operation. 

    • True

    • False

    Correct Answer
    A. True
    Explanation
    When the BA transfers the call and provides the customer with the phone number, it means that the customer can directly contact the desired department or individual without the need for further assistance. In this case, since the ADP (Assistive Device Program) will provide the TTY number and hours of operation, the BA is not required to provide it. This suggests that the statement is true.

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  • 10. 

    If the BA does the Sales Portion and also completes the enrollment (does not transfer to an ADP), do they have to read the BA closing script (4.1 - 4.4)?

    • Yes

    • No

    Correct Answer
    A. No
    Explanation
    The BA does not need to read the closing script if the BA completes the enrollment on the same call.

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  • 11. 

    The customer told the BA they were very helpful and answered all of their questions. Would the BA still need to ask if the customer had additional questions prior to transferring to an ADP?

    • Yes

    • No

    Correct Answer
    A. No
    Explanation
    If the customer told the BA that they were very helpful and answered all of their questions, it implies that the BA has already addressed all the customer's concerns and provided satisfactory assistance. Therefore, there would be no need for the BA to ask if the customer has additional questions before transferring to an ADP.

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  • 12. 

    What questions should you ask yourself when searching for a Sales Call? 

    • Did the BA verify the customer's profile?

    • Did the BA ask the customer Situation Analysis questions?

    • Did the BA present plans?

    • Did the BA go through the quoting screens?

    • Did the BA add a plan to the cart?

    • Did the BA offer dental/vision plans?

    • Did the BA add prescriptions to the customer's profile?

    • Did the BA do a Needs Analysis?

    Correct Answer(s)
    A. Did the BA present plans?
    A. Did the BA go through the quoting screens?
    A. Did the BA add a plan to the cart?
    A. Did the BA do a Needs Analysis?
    Explanation
    The correct answer includes asking if the BA presented plans, went through the quoting screens, added a plan to the cart, and did a Needs Analysis. These questions are important in a sales call as they involve crucial steps in the sales process. Presenting plans allows the BA to showcase available options to the customer, going through the quoting screens ensures accurate pricing information, adding a plan to the cart indicates a potential sale, and conducting a Needs Analysis helps the BA understand the customer's specific requirements and tailor the sales pitch accordingly.

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Quiz Review Timeline (Updated): Mar 20, 2023 +

Our quizzes are rigorously reviewed, monitored and continuously updated by our expert board to maintain accuracy, relevance, and timeliness.

  • Current Version
  • Mar 20, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Jul 11, 2014
    Quiz Created by
    Bthorup
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