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Official Course Description:
MCCCD Approval: 12-10-02 |
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CSR204
2003 Spring – 2009 Summer I |
L+L |
3.0 Credit(s) |
4.0 Period(s) |
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Insurance
Representative Procedures |
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Procedures
for Reciprocal Inter-Insurance Exchange Representatives. Emphasis upon
customer need identification and customer interaction strategies. Covers
information sharing considerations, quote provision ramifications, and the
application of customer eligibility guidelines. Also includes active
representative monitoring. Prerequisites: None. |
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Go to Competencies Go to Outline
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MCCCD
Official Course Competencies: |
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CSR204 2003
Spring – 2009 Summer I |
Insurance Representative Procedures |
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1.
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Describe the means by which additional insurance coverage
is offered to Reciprocal Inter-Insurance Exchange (RIIE) members. (I) |
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2.
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Use military terminology in the provision of insurance
services tailored to meet common military personnel needs. (II) |
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3.
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Explain the ramifications of auto quote provisions. (III) |
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4.
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Cite considerations for sharing confidential information.
(IV) |
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5.
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Describe inter-office information security
responsibilities. (V) |
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6.
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Apply eligibility determination guidelines to the
situations of inquiring customers. (VI) |
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7.
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Identify customer behavioral tendencies. (VII) |
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8.
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Employ strategies for tailoring a message to meet a
customer's preferred behavioral style. (VIII) |
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9.
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Review customer and RIIE Representative interaction. (IX) |
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10.
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Explain fundamental umbrella insurance policy coverage
considerations. (X) |
Go to Description Go to top of
Competencies
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MCCCD
Official Course Outline: |
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CSR204 2003
Spring – 2009 Summer I |
Insurance Representative Procedures |
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I. Additional Coverage
Provision A. Opportunity
Identification B. Objection
Marginalization C. Member Qualification
Concerns D. Cross Selling Processes II. Military Expression A. Benefit Promotion B. Common Military Needs 1. Identification 2. Insurance Service
Alignment C. Terms III. Quote Ramifications A. Significance B. Information Entry 1. Impact 2. Underwriting Value 3. Process IV. Confidential
Information A. General Policy
Considerations B. Verification Resources V. Inter-Divisional/Office
Considerations A. Policy B. Management
Responsibilities C. Employee
Responsibilities VI. Eligibility
Determination A. Guidelines B. Supplementary Need
Identification C. Documentation Procedures
VII. Customer Behavior
Types A. Supporting Vs.
Controlling B. Direct Vs. Indirect C. Core Style
Identification VIII. Interaction
Adjustment A. Primary Interactive Need
Identification B. Interaction Style
Adaptive Strategies 1. Pace 2. Tone 3. Message 4. Non-Verbal
Considerations IX. Representative
Interaction With Customer A. Guidelines B. Question Policy C. Discussion X. Umbrella Policy A. Basic Information B. Consideration in
Cross-Selling 1. Limit Increases 2. Additional Policy
Provision |
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