Week 4 Quiz Name First Last Agent's Name First Last Agent Email* 1. When you don't know something should you guess? Yes, the customer needs to have confidence and trust in the office No, never guess2. What is the preferred method of communication for most of our younger clients? Email Texting Phone Call3. How do you access the SPEED Text scripts? Folder on your desktop SPEED Training - I received them with my email templates ABS ECRM4. What makes State Farm unique? Good Driving Discounts Forgiven Accidents All the above Our Surcharge Policy5. What email from our series so far should you refer back to, when you don't know the answer to a customer inquiry? "Give Time Get TIme" "Finding the Right Answer" "Buy Some Time"6. How many ground rules were in the article about being asked questions you do not know? 12 16 10 157. Finish the line from the article: "Not knowing an answer is not a problem. It's a..." Teaching lesson Symptom Lack of proper time management8. What are the 4 C's of why people shop for insurance? Cost, Care, Convenience, and Claim Claim, Competency, Care, Customer Service Customer Service, Cost, Competency, and Convenience9. What is the Triangle of Protection? Fire, Life, Disability Fire, Auto, Home Home, Auto, Disability10. What are the phrases used to make a sale? Word Rules Word Phrases Word Tracks11. How many rules are there to approaching a referral? (From our email training series so far). 10.5 8.5 10 5No SPAM!CommentsThis field is for validation purposes and should be left unchanged.