Session Objectives and Client Request Handling Flashcard

Front

Isla and William are chatting with a client. What do clients expect regarding ownership?

Back

That we know who they have spoken with

Front

Zoe, Grace, and Anika are on a mission to help Kate Middleton! Can you spot the account name linked to Kate Middleton in the details section?

Back

Kelce - 4567 TIFFANY LN

Front

Who is the account owner for the account "Kelce - 4567 TIFFANY LN"?

Back

Jessica Dalglish

Front

Henry, Maya, and Jackson are on a call discussing next steps. Which of the following is a great documentation tip to help them stay on track?
- Do your best not to speak over the client
- Ignore the client’s concerns
- Log the call after a week
- Only document if the client requests it

Back

Do your best not to speak over the client

Front

During a call, Mason repeats what the client just said. Why might this be a smart move?

Back

It ensures you have the right understanding

Front

Nora tells Samuel, "Sounds like your agent dropped the ball." Why is this phrase considered a pitfall in professional communication?

Back

Because it directly blames teammates and undermines client confidence in the organization.

Front

Avery and Ethan are both waiting to hear back from their agents. Which of the following phrases is the safest and most client-focused way to help them? Options: You’ll need to connect with your agent for next steps — I’ll send their info to you now., Sounds like your agent dropped the ball., I will assign/get you a new agent., You should hear back in a day or two.

Back

You’ll need to connect with your agent for next steps — I’ll send their info to you now.

Front

Why might saying "I will assign/get you a new agent" be a pitfall in their conversation?

Back

It is a false promise unless the client requests reassignment.

Front

What could be the potential problem with Hannah’s promise to Daniel: "I’ll follow up with your agent and make sure they get back to you for this request!"?

Back

It places accountability on you for follow-through and creates an inaccurate expectation.

Front

Zoe just called in and said, "My agent left Goosehead and I’ve just been calling the main number. Can someone help me shop this before it renews?" If you were Mia or Elijah on the team, which word track would you use to make Zoe feel supported?

Back

I’ll go ahead and submit a reshop request so someone can follow up with you. We’ll make sure you’re reconnected soon.