Admiral Group plc – Admiral Match Me Tool

(1) Here’s an easy one to help you find your sea legs! How do you feel about helping customers:

Over the phone or face to face is fine with me

I prefer face to face, however, I can do it over the phone if absolutely necessary

I don’t know, I’ve not really done either before

(2) A customer calls up to renew their policy. They say they’re in a bit of a hurry.
Do you:

Carefully check that their details are the same as before then process their request in a friendly and efficient manner, as you would any other call

Do your best to handle their renewal that bit faster than normal

Advise them that you’ll help them renew their policy but ask them if they have any other policies that are coming up for renewal soon.

(3) A first time caller contacts us to insure their teenage son’s car.
Do you:

Carefully take their details straight away and find them the most cost effective quote.

Engage in a friendly chat in between taking their details, finding out a little more about them.

Ask them how many drivers they have in their family and offer to provide a quote for their other vehicles too.

(4) One of our customers has just had an accident and they are calling to report it.
Do you:

Check if anyone was hurt and ask they are okay before taking down the details.

Take down their policy details with the minimum of fuss as they’re bound to be a little shaken.

Ask about the damage to the vehicle and the precise circumstances of the accident.

(5) Which of these ways of working do you prefer:
Do you:

I like to do my job and go home, knowing I’ve reached or exceeded my targets

I like to take my time making sure that every detail is correct

It’s important that my quality is great, so I take lots of time on my calls

(6) An angry customer calls to complain that they’ve not received their policy document.
Do you:

Apologise immediately and promise to send a new one. You don’t want to risk making them any angrier.

Ask when they requested the document and check that we have their correct details.

Suggest that they just wait for it.

(7) You’ve logged off your computer and you’re just about to pack up and go home for the weekend when a customer calls one of your colleagues (who is working a later shift) asking for you by name. You spoke to this customer earlier today and they were quite rude to you.
Do you:

Ask your colleague to tell the customer that you’ve gone home. You find rudeness unacceptable.

Log back into your system and take the call.

Ask your colleague to find out what the customer wants first before making a decision. It may be the case that your colleague can handle the call just as well.

(8) The office is really busy today. Lots of people are calling up to take out policies. You’re just about to go on your lunch break with a number of your colleagues.
Do you:

Take a break, as you work much so better when you feel refreshed and you’re sure you’ll be able to take more calls that way.

Talk to your colleagues and suggest that you stagger your lunch breaks to help out the people still taking calls.

Work through your lunch. You don’t want to miss the opportunity to hit your target and earn extra commission.

(9) A customer calls to ask a question about some small print on their policy. It seems like a really minor point and you’re 99% sure that you think you know the answer.
Do you:

Go with your gut instinct and confidently tell them your answer.

Ask the customer if they mind holding while you check, explaining that you’re 99% sure but you want to be 100% sure.

Tell the customer that you don’t know, but offer to find out then call them back.

(10) During your conversation with a customer they reveal that one of their vehicles is insured with another company. It’s not due for renewal for a few months though.
Do you:

Give the customer your name and ask them to call back nearer the time to get a really competitive quote from you.

Make a note of their details and ask the customer if they’re happy for you to call them just before their renewal.

Make a note on the system highlighting when their renewal is due so we can send them a reminder to contact.