Customer Objections

Consumer is still confused or asks for more information about who we are and what we do?

"We use our large network of insurance carriers, brokers and agents to match you with the insurance coverage you need at the right price."

"I don't have time to speak with an agent."

"Can you spare just a few minutes to help save you some money?"

"I only want dental insurance."

"Dental falls under health, just to let you know this call may be recorded" ... (immediately continue script). "Motorcycle/RV falls under Auto.", "Flood/earthquake falls under home." etc.

CONSUMER DISCONNECTED AND WARNING ERROR:

"Hello, (Customer Name), this is (CCR) with _____. I HAD a live transfer, but they just disconnected. We will get you the next good lead."

CUSTOMER PAUSED ERROR

"Hello, (Customer Name), this is (CCR) with ______, I see you are on Pause, would you like to accept the transfer?" ● If they ACCEPT, "I have (Consumer_Name) for you, are you ready for the connection?"

"Do you offer group health coverage?" (e.g. an employer seeking coverage for employees)

"I apologize we are unable to assist you with a quote for group insurance, would you be interested in a quote for individual private insurance? If no, Dispo - Product not Available

"Can you Email/Mail the information to me?"

"I apologize we don't have the capability to do that, the online quotes are fairly generic and by taking the time to speak with the agent they can find all the discounts available to you. Do you have a few min to speak with a licensed agent?" Use response & if no, disposition as Requests Online Information/Shopper

"Why are you calling us, we are on the National Do Not Call list?"

"I apologize. We received your contact information indicating you requested an insurance quote. I can add you to our Do Not Call list now." Disposition - Do Not Call

Consumer requesting for quotes from a specific company:

"I can't guarantee a specific company; would you like a cost comparison with one of our licensed A-rated providers in your area?" Dispo - Requests Online Info/Shopper

FOR ALL OTHER LANGUAGES Dispo - Language Barrier

"I can't guarantee an (any language) speaking agent will be available, will you be comfortable going over a few questions with me in English?" If no, "I understand. I have updated your information, and someone will contact you shortly."

"Sorry the consumer is not home right now."

"Hi, my name is [CCR], and I'm calling in regards to the [Lead Type] quote that [Consumer Name] requested online. Were you assisting with that quote?" IF YES, "Are you the decision maker AND purchaser for the policy?" (including the spouse) IF NO, "Can you please have [Consumer Name] give us a call back at 1-888-997-3651? Thank you, have a wonderful day." Dispo- Consumer Not Home If you are unsure, please us the confirmation script,"Just to confirm, was that a yes?"

"Stop calling." — "Take me off your list." — Legal action / sue / lawyer mentioned —Robocalls

"I apologize I will add you to our Do Not Call list. Thank you, have a wonderful day." Disposition - Do Not Call

Repetitive KOQ's (Preface any KOQ with this statement when they become repetitive.)

"I apologize if these questions seem repetitive or redundant, but I am required to ask them verbatim."

CONSUMER FAILED KOQS / LANGUAGE BARRIER / TECH ISSUES / SCRIPT TO END CALL

"I have updated your information, and someone will contact you shortly. Thank you and have a wonderful day." OR "I have updated your information. Thank you and have a wonderful day."

"What company are you with?"

"I'm with Insurance Quotes. We have A-rated providers that offer you the best rates and savings in your area."

'What is Medicaid?' (ONLY if consumer is asking - otherwise, just be sure to confirm KOQ after response.)

"Medicaid is free health insurance provided by the government for folks with limited or no income. To qualify you have to apply directly with your local state agency. I can however connect you with a private insurance provider with affordable plans that you'll have to pay out of pocket for. Are you interested in a free quote for a private plan?"

"I never requested quotes/did not fill out a form but that is okay, transfer me to an agent!"

"My apologies, I will not be able to assist you. Thank you, have a wonderful day." Do not transfer under any circumstance.Disposition - Claimed No Quote Request

"That was quick . . . I'm still typing."

"Our website is continuously updating, so we can provide you with a quote right away!"

"Do you have a Spanish speaking agent?"

"Please hold as I bring a Spanish Representative on the line." Place the consumer on Hold Click the Spanish Transfer button to transfer the consumer to an AWL Spanish Representative (CCR). 3. If the button is not available on a call dispo Language Barrier

"These prices I see online are too high — only wanted online quotes."

"Sir/Ma'am the online quotes are fairly generic, the agent can tailor plans to better fit your needs. Would you like a quick cost comparison with a licensed A-rated agent?" Dispo - Requests Online Info/Shopper

Consumer asking ANY questions about the KOQ's

"The agent can answer any questions you may have, but just to confirm, was that a yes or no?" · If they still do not give an affirmative, then SILENTLY FAIL THE KOQ.

Consumers wants to know why we are asking certain questions (e.g. "Why is my credit important?")

"This will help us match you the right agent who will help you with your specific needs. Just a few more confirmations and I will get you right over!" (Immediately ask next question to keep call flow.)

"Where are you located?"

"We are located in Austin, Texas (or Central Texas) but we will connect you with an A-rated provider in your area. Can you spare a few minutes for a quick cost comparison?"

Consumer looking for different insurance/Lead type other than the one listed on form:

"We don't have the ability to change that for you. Please go back to the website where you completed your quote request to update the type of insurance you are looking for." Dispo - Wrong Lead Type

Consumers confused about the telephone number

"We use local numbers to save on long distance charges. I see you're located in (city or state) and we work with A-rated agents in your area, I have a licensed agent on the line, do you have a few minutes?"

If the agent asks about a credit or if they will be charged

"We will let account management know."Click the green Back to Auction button and attempt to transfer to next agent. If no more agents, then read consumer script above and disposition as No Eligible.

Already have insurance / been contacted / "I'm good."

"Would you like an agent to do a quick cost comparison to see if we can help you save money?" If still no, disposition as Already Bought

"I can't talk right now, I'm driving and can't write anything down, can you call me back?"

"Yes, I can but do you have a Bluetooth or hands-free set available? It takes the agent a few minutes to verify your contact information and get you the significant savings you're looking for."

"Not interested" / "No thank you"

(Ask a fact-finding question) "Did you not request a quote online?" Disposition according to their answer.

"Do you offer Commercial Auto coverage?" (Workman's Comp, Commercial Property, etc.)

(Yes - only if on Business Lead type, please continue call. If not use response below.) "Please go back to the website where you completed your quote request and fill out a quote request for "Business" and we will be happy to assist from there." Dispo - Wrong Lead Type

Route before transfer process

1. Place call on HOLD 2.select Customer 3.ROUTE(receive successful message) 4.Dial Agent button 5.warm transfer button(warm transfer script) 6.Complete Transfer

Travelers Transfer Process

1.HOLD 2.Select Customer 3.Route 4.Dial Agent 5.Warm Transfer Button 6. Listen to privacy Policy w/ Consumer 7.Say Warm transfer script to Agent 8. Complete Transfer(ADD 15 sec B4 CNA)

Nationwide Transfer Process

1.Hold 2.Select customer 3.Route 4.Dial Agent 5.Warm Transfer Button 6.Open Dial Button(enter zip)(Listen to privacy policy w/ Consumer ???un hold???) 7.Warm Transfer script w/ agent 8.Complete transfer(add additional 30 sec B4 CNA)

Cold Transfer Process(with additional steps)

1.Place Call on Hold 2.Select Customers 3.Dial Agent 4.Select OPEN DIAL PAD(dial pad steps) 5.ROUTE 6.Complete Transfer

Normal Cold Transfer Process

1.Place call on HOLD 2.Select Customer 3.Route 4.Cold Transfer Button

Warm transfer process

1.place call on hold 2.select customer 3.dial agent button 4.route(when you hear a live voice) 5.warm transfer button(warm transfer script) 6.complete transfer

CONSUMER DISCONNECTED: 1)

Click the Consumer Disconnected button and 2) disposition as Consumer Hung Up/No Answer. If no more agents, then disposition as No Eligible.

"I never requested quotes." / "I did not fill out a form."

Disposition - Claimed No Quote Request "My apologies, I will update our information. Thank you, have a wonderful day."

KOQ Confirmation Process:

If the consumer gives you any of the following affirmative answers you may bubble "Yes": · Yes, Yeah, Sure, Yep, I do, That's fine, Definitely, Of course, Certainly, I can (budgetary), I have, I am, I would Confirmation script, "Just to confirm, was that a yes?" Passing "No" answers: Nope, I'm not, I don't - Confirmation script, "Just to confirm, was that a no?" · If you are uncertain or their answer is unclear, "Just to confirm, was that a yes or no?" · Let them answer. If they still don't at that point, silently fail it and move on to the next KOQ.

AGENT ASKING QUESTIONS OUTSIDE OF THE CONTACT INFORMATION BOX

They have passed all the vetting questions, please let me know when you are ready for the connection." (You CAN give any Information located in the contact information box.)

PLEASE NOTE: This does not apply to Auto, Home or Renters lead types, which can all be transferred to a P&C agent.

You may state, "I'm sorry, I know you are looking for [Auto, Home or Renters] but this came in as [Auto, Home or Renters], please answer the following questions to the best of your ability, so I may connect you to the right agent."

Few Minutes Vetting Question Affirmatives:

· Yes, Yeah, Sure, Yep, I do, That's fine, Definitely, Of Course, Certainly, Go Ahead, Okay. Please Note: "Maybe, "Just a few", "I guess", "Mhmm", "Uh-huh" and "Nah" should always be confirmed.

CUSTOMER NOT ANSWERING / DUPLICATE WARNING ERROR:

● If there are more customers in the Auction: "Hello (Consumer_Name), I apologize, but the agent's LINE was currently busy.I have a few more yes or no questions to connect you the next available agent. (ASK THE KOQS) Please hold ● If there are no more agents in the Auction: "I apologize, but the agent's LINE was currently busy. I have updated your information, and someone will contact you shortly." (Disposition as No Eligible Customers for Warning & declined Paused errors.)