|
Official Course
Description: MCCCD Approval: 12-10-02 |
|||
|
CSR207
2003 Spring – 2008 Fall |
L+L |
3.0 Credit(s) |
4.0 Period(s) |
|
Automobile
Policy Adjustment |
|||
|
Reciprocal
Inter-Insurance Exchange Representative policy alteration explanations.
Emphasis upon policy explanation and adjustment. Covers membership flow-thru
criteria, quality customer service information, and in-depth on-line resource
instrument review. Also includes consultative selling practice and the
observation of acting member service representatives. Prerequisites: None. |
|||
Go to Competencies Go to Outline
|
MCCCD
Official Course Competencies: |
|
|
CSR207 2003
Spring – 2008 Fall |
Automobile Policy Adjustment |
|
1.
|
Report upon the observation of customer service practices.
(I) |
|
2.
|
Distinguish between members who qualify for services as
flow- thru customers and those who qualify with ex-dependant status. (II) |
|
3.
|
Demonstrate the ability to explain insurance contract
stipulations to policyholders. (III) |
|
4.
|
Describe insurance coverage specific to an association
member's policy contract. (IV) |
|
5.
|
Identify factors associated with quality customer service.
(V) |
|
6.
|
Demonstrate consultative selling practices. (VI) |
|
7.
|
Practice discounting insurance rates for qualifying
members. (VII) |
|
8.
|
Demonstrate the ability to adjust coverage on an existing
active member policy. (VIII) |
|
9.
|
Review general on-line resource instrument information.
(IX) |
Go to Description Go to top of
Competencies
|
MCCCD
Official Course Outline: |
||
|
|
||
|
CSR207 2003
Spring – 2008 Fall |
Automobile Policy Adjustment |
|
|
||
|
I. Observation A. Representative
Assignation B. Observation C. Report Provision II. Status Determination A. Terms B. Eligibility Criteria C. Coverage Differences D. Documentation E. Letter Provision III. Contract Components A. Terminology B. Contract Elements C. Personal Injury
Protection D. Member Responsibilities 1. Obligations 2. Duties E. Policy Issues 1. Periods 2. Territories F. Policy Cancellation IV. Coverage Specifics A. Coverage Definition B. Coverage Example
Provision 1. Features 2. Benefits C. Application V. Customer Service Factors
A. Identification B. Description C. Application Strategies VI. Consultative Selling A. Explanation B. Application C. Cross-Selling D. Rapport Building
Strategies VII. Discounts A. Vehicle Based 1. Anti-Theft 2. Safety B. Operator Based 1. Good Driver 2. Good Student 3. Longevity Credit VIII. Adjustments A. Need Identification B. Policy Selection C. Performance 1. Additions 2. Deletions 3. Cancellation D. Documentation IX. General Online Resource
Instrument Review A. Access B. Information Categories C. Navigation |
|
|