Sales Coaching Assessment

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Questions and Answers

What is the purpose of the "Consumer Experience (Format and Scoring Dynamics)" section?

To assess agent's ability to close deals quickly.

To measure the effectiveness and proficiency of specific call behaviors. (correct)

To ensure agents are adhering to minimum expectations.

To evaluate agent's knowledge of compliance regulations.

When a score below 85% is observed, what is the recommended action for the agent's leader?

Immediately terminate the agent's employment.

Ignore the score and hope for improvement in the future.

Provide a verbal warning to the agent.

Review the form for missed elements and discuss feedback with the agent. (correct)

What is the primary focus of the "Possible Examples" section within the "Consumer Experience" section?

Ensuring agents use identical language during every call.

Providing agents with a standardized script to use during calls.

Offering various examples of how to demonstrate specific elements and customize their approach. (correct)

Presenting a rigid set of rules that agents must follow.

What type of information is provided in the "Intent/Purpose" section of the "Consumer Experience" section?

A detailed explanation of the reason for a specific element and its value. Signup and view all the answers

What is the primary purpose of the "Sales Policy" section mentioned in the document?

To establish guidelines and expectations regarding sales practices. Signup and view all the answers

What is the significance of documenting coaching discussions, including remediation steps and expectations moving forward?

It helps track the agent's progress and ensure accountability for improvement. Signup and view all the answers

Based on the document, what are the two key aspects of the "Consumer Experience" section?

Effectiveness and proficiency of call behaviors, and adherence to minimum expectations. Signup and view all the answers

What is the significance of the blue text in the "Consumer Experience" section?

It serves as a hyperlink to navigate back to the Table of Contents. Signup and view all the answers

What is a key aspect of enhancing Humana's relationship with beneficiaries?

Establishing trust to drive beneficiary satisfaction, quality scores, and retention. Signup and view all the answers

According to the provided information, what is a non-compliant action during a telephonic sales call?

Overtalking or interrupting the beneficiary while they are explaining their concerns. Signup and view all the answers

How can telephonic sales agents demonstrate their value and support to beneficiaries?

By highlighting the value of the plan and offering support and guidance. Signup and view all the answers

What is a potentially non-compliant action in addressing beneficiary concerns during a telephonic sales call?

Shifting the responsibility of answering questions to a local agent. Signup and view all the answers

What is a potential consequence of failing to acknowledge a beneficiary's gap, barrier, or concern during a telephonic sales call?

Potential negative impact on beneficiary trust and confidence in Humana. Signup and view all the answers

What is a compliant action for a telephonic sales agent to take when addressing a beneficiary's concerns?

Acknowledging the concern, offering support and resources, and seeking further clarification as needed. Signup and view all the answers

What is a potential benefit of establishing a strong relationship with Humana beneficiaries?

Enhanced beneficiary satisfaction, quality scores, and retention for Humana. Signup and view all the answers

What is the primary objective of the 'Expanding AOR Relationship through Humana Support/Initiatives' program?

Enhancing beneficiary satisfaction and loyalty to Humana. Signup and view all the answers

What is the primary goal of proactively addressing gaps, barriers, and concerns during a telephonic sales conversation?

To meet the beneficiary's needs and facilitate a successful sales outcome. Signup and view all the answers

Which of the following techniques is NOT mentioned as a method for addressing gaps, barriers, and concerns?

Providing a detailed explanation of Humana's corporate history. Signup and view all the answers

What is the purpose of using the "Doing the Math" example in the content?

To emphasize the financial benefits of Humana's products. Signup and view all the answers

According to the content, what is the purpose of using check-in statements like "Does that make more sense?"?

To confirm the beneficiary's understanding and address any remaining concerns. Signup and view all the answers

What is the significance of redirecting the beneficiary back to the flow of the sales process?

To ensure the conversation remains focused on achieving the sales objective. Signup and view all the answers

What is the ultimate goal of reviewing the value of the call to action at the end of the conversation?

To reinforce the benefits of the product and motivate the beneficiary to take action. Signup and view all the answers

Based on the content, which of the following is a key expectation of a telephonic sales agent?

To be able to effectively identify and address the beneficiary's concerns. Signup and view all the answers

Which of the following scenarios would require coaching and remediation for a telephonic sales agent?

The agent fails to address the beneficiary's concerns effectively. Signup and view all the answers

Which of the following are examples of individuals authorized to provide feedback to Licensed Sales Agents?

Sales Integrity Senior Compliance Professionals Signup and view all the answers

What is the primary purpose of the document described in the content?

To serve as a resource for evaluating agent calls during the compliance process Signup and view all the answers

According to the content, what is the most important factor for an evaluator to consider during the call evaluation process?

The individual situation and beneficiary interactions Signup and view all the answers

Which of the following is NOT a key aspect of the Compliance/Business Process section of the document?

Examples of specific sales scripts that agents should use Signup and view all the answers

The document emphasizes the importance of adapting to 'Situational Sales'. What does this mean for agents?

Agents should be flexible in their approach and adjust their sales strategies based on the individual situation Signup and view all the answers

Which of the following is a primary objective of the 'Call to Action' section of the evaluation form?

To evaluate the agent's ability to guide the beneficiary to the next logical step in the process Signup and view all the answers

What is the purpose of the 'Gaps/Barriers/Concerns/Objections' section of the evaluation form?

To assess the agent's ability to overcome objections and challenges raised by the beneficiary Signup and view all the answers

What is the primary objective of the 'Expanding AOR Relationship through Humana Support/Initiatives' section of the evaluation form?

To assess the agent's ability to build a strong and lasting relationship with the beneficiary Signup and view all the answers

When a Humana agent is unable to meet a beneficiary's needs due to lack of an election period or failing underwriting for supplement options, what is the agent's responsibility?

Provide information about upcoming enrollment periods or qualification for assistance programs. Signup and view all the answers

Which of the following best exemplifies a call to action that aligns with Humana's telephonic sales agent expectations?

Let's schedule a follow-up call next week to review your options. Signup and view all the answers

What is the primary goal of explaining the value of a call to action to a beneficiary?

To increase the likelihood that the beneficiary will take the next step in the process. Signup and view all the answers

Which of the following is considered an inappropriate call to action based on Humana's guidelines?

To help you make the best decision, I'd like to present you with our three most popular Medicare plans. Signup and view all the answers

What is the purpose of addressing questions related to how a call to action benefits a beneficiary's needs?

To ensure that the beneficiary fully understands the call to action and its implications. Signup and view all the answers

A Humana agent is coaching a new agent who is struggling to provide appropriate next steps for beneficiaries whose needs cannot be met immediately. What is the best approach for the experienced agent to use in this situation?

Explain the importance of providing accurate and timely information about enrollment periods and assistance programs. Signup and view all the answers

What is the most important reason for a telephonic sales agent to avoid providing multiple options as a call to action unless directed by DMS Leadership?

To ensure that the agent's focus remains on providing the best possible solution for the beneficiary's individual needs. Signup and view all the answers

What is the primary purpose of Humana's telephonic sales agent expectations and guidelines?

To provide agents with a structured framework for conducting sales conversations effectively and ethically. Signup and view all the answers

Study Notes

Coaching and Performance Review

Scores below 85% indicate a critical need for coaching and immediate review of findings with the agent.
Agents must discuss sales presentation feedback, focusing on missed elements and violations.
Document coaching discussions, remediation steps, and moving forward expectations.

Consumer Experience Assessment

The form assesses effectiveness in specific call behaviors, not just minimum expectations.
Format includes a question section, intent/purpose, and possible examples to guide agent responses.
Significant focus on enhancing trust with beneficiaries for improved satisfaction and retention.

Best Practices in Addressing Concerns

Agents should actively listen and address potential gaps or concerns during conversations.
Techniques include summarizing beneficiary concerns and directing them back to the sales process.
Confirm understanding through check-in statements like, "Does that make more sense?"

Key Strategies for Agent Success

Present clear examples showing the cost efficiency of Humana plans to illustrate value.
Utilize personalized approaches based on beneficiary needs and preferences in communication.
Avoid sending all inquiries to field agents; strive to address concerns within the call.

Call Evaluation Process

Evaluators are certified associates providing feedback on agent performance.
The evaluation considers the unique nature of individual sales calls and beneficiary interactions.
Flexibility in examples is vital, as agents are not expected to cover every scenario.

Compliance and Call Dynamics

Explaining the value of actions and benefit to beneficiaries is central to compliant interactions.
Agents should provide next steps if plans do not meet beneficiary needs, including election periods.
Limiting call-to-action options ensures clarity in communication and guidance for beneficiaries.

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Assess your sales coaching skills and identify areas for improvement. Review your scores and take action to enhance your performance.