// ── ProSim static data ────────────────────────────────────────────────────── // Extracted from App.jsx to keep the component file manageable. // Import everything in App.jsx with: import { ... } from "./data.js" export const SCENARIOS = [ { id:1, key:"inbound_auto_quote", title:"Inbound Auto Quote", difficulty:"Beginner", customerName:"Marcus", situation:"Marcus is calling in for an auto insurance quote. He owns a 2021 Honda Accord and currently pays $180/month with his current carrier. He called in after seeing an ad.", customerOpener:"Hi yeah, I'm calling because I want to get a quote on car insurance.", focus:["Power of First 20 Seconds","Probing Questions","Guided Coverage Conversation (GCC) Energy"], tips:["Start strong within the first 20 seconds","Ask open-ended probing questions before quoting","Match their pace but stay enthusiastic"] }, { id:2, key:"price_objection", title:"Price Objection", difficulty:"Intermediate", customerName:"Diana", situation:"Diana is calling to get an auto and home bundle quote. She's currently paying less with her current carrier and will push back hard on price once you present the quote.", customerOpener:"Hi, I'm looking to get a quote on my car and possibly my home too.", focus:["Empathy & Support","Value Language","Assumptive Language"], tips:["Acknowledge her concern immediately","Use 'I hear you and I've got you'","Pivot to value, not discounts or savings"] }, { id:3, key:"bundle_opportunity", title:"Bundle Opportunity", difficulty:"Intermediate", customerName:"Robert", situation:"Robert is calling for auto insurance only. He hasn't mentioned his home. During discovery you need to uncover that he's a homeowner and surface the bundle opportunity.", customerOpener:"Hi, I just need to get auto insurance set up. Nothing fancy, just need to get covered.", focus:["Protecting the Whole Customer","Assume the Bundle","Probing Questions"], tips:["Use probing questions to uncover assets","Bundling ensures all assets are protected","Assume the bundle from the start"] }, { id:4, key:"overwhelmed_customer", title:"Overwhelmed Customer", difficulty:"Intermediate", customerName:"Sandra", situation:"Sandra is switching after a bad experience with her old carrier. She's nervous and overwhelmed by insurance in general. She needs to be educated gently.", customerOpener:"Hi, I need to get car insurance. I'm switching from my old company but honestly I find all this stuff confusing.", focus:["Adaptability","Educate","Guided Coverage Conversation"], tips:["Slow down and simplify","Make insurance simple and clear","Transition into coverages after uncovering needs"] }, { id:5, key:"think_about_it", title:"Think About It Objection", difficulty:"Advanced", customerName:"Kevin", situation:"Kevin is calling for auto insurance. The call will go well but he will stall at the close and say he needs to think about it. You need to handle the stall and close.", customerOpener:"Yeah hi, I'm looking to get some auto insurance. I've been meaning to shop around for a while.", focus:["Ask for the Sale","Confidence","Objection Handling"], tips:["Every price presentation ends in a clear ask","Assume the sale","Uncover the real objection behind the stall"] }, { id:6, key:"multi_vehicle", title:"Multi-Vehicle Household", difficulty:"Advanced", customerName:"Robert", situation:"Robert is calling to insure his truck. He has a wife who has her own policy on a separate car with a different carrier. He also owns his home but won't mention it unless you ask.", customerOpener:"Hi, I need to get insurance on my truck. I've got a 2019 Ram 1500.", focus:["Bundle Discovery","Probing","Protect the Whole Customer"], tips:["Ask about the wife's vehicle and home before quoting anything","Assume the bundle — present consolidation as obvious value","Every household asset is a bundling opportunity"] }, { id:7, key:"rate_increase", title:"Rate Increase Callback", difficulty:"Advanced", customerName:"Patricia", situation:"Patricia received a renewal notice showing her auto premium went up $47/month. She's upset and threatening to shop around. Your job is to retain her by explaining the increase, showing value, and keeping her on board.", customerOpener:"Yeah, I just got my renewal and my rate went up almost fifty dollars a month. That's ridiculous. I've been a customer for six years and never filed a claim.", focus:["Empathy & Support","Value Language","Objection Handling"], tips:["Acknowledge the frustration immediately — don't defend the increase before you've listened","Review what she has and remind her of the value she's been protected by","Look for coverage or discount adjustments that can offset the increase without gutting her protection"] }, { id:8, key:"landlord_crossover", title:"Landlord & Host Crossover", difficulty:"Advanced", customerName:"James", situation:"James is calling to get home insurance. He owns a duplex — he lives in the upper unit and rents the lower unit to a long-term tenant. He currently has a standard homeowners policy and doesn't know he has the wrong product.", customerOpener:"Hi, I'm looking to switch my home insurance. I own a duplex and just want to make sure I'm covered.", focus:["Probing Questions","Coverage Education","Guided Coverage Conversation (GCC)"], tips:["Ask immediately whether he lives in the property — don't assume","Uncover the rental situation before quoting anything","Educate him on LLH vs standard homeowners — this is a coverage gap situation, not just a price conversation"] }, ]; // ─── OBJECTIONS ─────────────────────────────────────────────────────────────── export const OBJECTIONS = [ // Price { text:"That's way more than I'm paying now.", category:"Price", difficulty:"Beginner" }, { text:"Can't you just lower the price?", category:"Price", difficulty:"Beginner" }, { text:"I already got a cheaper quote online.", category:"Price", difficulty:"Intermediate" }, { text:"My neighbor pays half of what you're quoting me.", category:"Price", difficulty:"Advanced" }, { text:"I can't afford that right now — things are tight.", category:"Price", difficulty:"Intermediate" }, { text:"That's $50 more a month than I budgeted for.", category:"Price", difficulty:"Advanced" }, { text:"I found the exact same coverage for less. Why should I pay more?", category:"Price", difficulty:"Advanced" }, // Loyalty { text:"I'm happy with my current carrier.", category:"Loyalty", difficulty:"Beginner" }, { text:"I've been with my carrier for 20 years.", category:"Loyalty", difficulty:"Beginner" }, { text:"I've never had a problem with them so I'm not switching.", category:"Loyalty", difficulty:"Intermediate" }, { text:"My whole family uses the same carrier — it's just easier.", category:"Loyalty", difficulty:"Intermediate" }, { text:"My agent has been with me through two accidents. I trust them.", category:"Loyalty", difficulty:"Advanced" }, // Stall { text:"I need to think about it.", category:"Stall", difficulty:"Beginner" }, { text:"I need to talk to my spouse first.", category:"Stall", difficulty:"Beginner" }, { text:"Just send me a quote by email and I'll look it over.", category:"Stall", difficulty:"Intermediate" }, { text:"I'm not looking to switch right now.", category:"Stall", difficulty:"Intermediate" }, { text:"This isn't a good time — can you call me back next month?", category:"Stall", difficulty:"Intermediate" }, { text:"I want to compare a few more options before I decide.", category:"Stall", difficulty:"Intermediate" }, // Coverage { text:"I don't need all that coverage.", category:"Coverage", difficulty:"Beginner" }, { text:"I only want the minimum coverage.", category:"Coverage", difficulty:"Beginner" }, { text:"I'm a good driver — I've never had a claim. I don't need full coverage.", category:"Coverage", difficulty:"Advanced" }, { text:"Why do I need roadside assistance? I've never broken down.", category:"Coverage", difficulty:"Intermediate" }, { text:"I don't understand half of what you just said.", category:"Coverage", difficulty:"Intermediate" }, // Bundle { text:"I don't own my home so I just need auto.", category:"Bundle", difficulty:"Beginner" }, { text:"What's the catch with bundling?", category:"Bundle", difficulty:"Beginner" }, { text:"My home is already insured and I'm not changing that.", category:"Bundle", difficulty:"Advanced" }, // Trust { text:"I had a bad experience with insurance before.", category:"Trust", difficulty:"Intermediate" }, { text:"I don't want to give out my personal info.", category:"Trust", difficulty:"Intermediate" }, { text:"Insurance companies are all the same — you take my money and deny my claims.", category:"Trust", difficulty:"Advanced" }, // Rate Increase { text:"I've been with my current carrier forever and never had any issues.", category:"Rate Increase", difficulty:"Beginner" }, { text:"You raised my rates and I never even filed a claim.", category:"Rate Increase", difficulty:"Intermediate" }, { text:"My current carrier just raised my rate $60 a month and I'm furious.", category:"Rate Increase", difficulty:"Advanced" }, ]; // ─── PROBING QUESTIONS ──────────────────────────────────────────────────────── export const PROBING_QUESTIONS = [ { category:"Openers", desc:"The first 20 seconds. Rate shoppers, vague callers, longtime customers just checking, and people who already called someone else today.", color:"#4ade80", icon:"🎯", situations:[ { situation:"Customer calls and says they need a quote on car insurance. That's all they've given you.", question:"What has you shopping around for insurance today?", why:"Opens discovery without assuming anything. 'Shopping around' signals they may have a reason — you need to know it before building anything." }, { situation:"Customer is vague and hesitant. You don't know why they're calling or what they actually want.", question:"What prompted you to reach out and take a look at your coverage now?", why:"'Now' is doing the work here — invites them to share what changed. Could be a rate increase, a life event, or a bad experience with their current carrier." }, { situation:"Customer says they're just looking. You need to open them up without being pushy.", question:"What's most important to you when it comes to your insurance?", why:"Shifts the frame from price-shopping to values. Whatever they say tells you how to build the rest of the call and what to lead with." }, { situation:"Customer seems like they've been with their carrier forever and is just checking rates out of curiosity.", question:"When was the last time you actually reviewed your coverage — not just renewed it?", why:"Most people have never done a real review. The answer almost always opens a door — years ago means their coverage probably doesn't match their life today." }, { situation:"You've given the greeting. Customer responds with a flat yeah, hi. Short, non-committal, closed off.", question:"What has your experience been like with your current provider?", why:"Open-ended, easy to answer, and almost always surfaces something useful — price frustration, a service issue, a claim experience, or pure indifference." }, { situation:"Customer mentions they called another company earlier today. You're not the first call.", question:"What are you finding in your search so far — is there something specific you're hoping to find?", why:"Surfaces their decision criteria before you quote. Whatever they're hoping for, you now know exactly what to lead with." }, ] }, { category:"Situation Discovery", desc:"Vehicle use, household drivers, rate increases, full coverage myths, teen licenses, and low-mileage situations. Build the picture before building the quote.", color:"#60a5fa", icon:"🔍", situations:[ { situation:"Customer told you the vehicle. That's all you know — you need to understand how they actually use it.", question:"Tell me a little about how you use it day to day — commuting, work, or mostly personal?", why:"Vehicle use changes the coverage picture significantly. Business use, rideshare, and high mileage all affect both the rate and what needs to be on the policy." }, { situation:"Customer hasn't mentioned anyone else in the household. You don't know if others drive the vehicle.", question:"Are there any other drivers in the household we should be thinking about?", why:"Unlisted drivers create a coverage gap and a rating issue. This question is protective for both the customer and you." }, { situation:"Customer says their rate went up. You don't know if they understand why.", question:"Do you know what caused the increase — was it a claim, a change in your profile, or a general market adjustment?", why:"Tells you exactly what you're dealing with. A claims history issue requires a completely different conversation than a market-wide increase." }, { situation:"Customer says they have full coverage. You need to know what that actually means for them.", question:"Do you know your current liability limits and deductible off the top of your head?", why:"Full coverage means different things to different people. Most customers don't know their actual limits — surfacing that opens the entire coverage conversation." }, { situation:"Customer mentions they have a teenager at home. You need to understand the situation before building anything.", question:"Is your teenager licensed and driving yet, or is that coming up soon?", why:"A licensed teen not on the policy is a coverage gap. An upcoming license is a planning opportunity. Either way you need to know before you quote." }, { situation:"Customer says they barely drive. You need to understand what that actually means in real numbers.", question:"Roughly how many miles a year would you say — are we talking under 7,500?", why:"Low mileage can qualify them for usage-based programs. Giving them the 7,500 threshold is specific and practical — it gives them a number to react to." }, ] }, { category:"Pain Points", desc:"Frustrated but vague, upset about a rate hike, shopping without a reason, had a claim, or just never been asked what they actually want.", color:"#f87171", icon:"💡", situations:[ { situation:"Customer is clearly frustrated but hasn't named exactly what's bothering them about their current coverage.", question:"What would you change about your current policy if you could?", why:"Invites them to name the gap themselves. Whatever they say becomes your value proposition — you don't have to guess what to lead with." }, { situation:"Customer says their rate went up and they're upset. You want to understand the full picture, not just the number.", question:"Outside of the rate increase, how has your overall experience been — claims, service, communication?", why:"Rate is rarely the only issue. A bad service experience or an ignored claim is often the real reason someone is ready to leave." }, { situation:"Customer says they're shopping around but won't explain why. You need a reason.", question:"Is there a specific reason you're looking at switching, or mostly just curious what else is out there?", why:"Forces a distinction. Curious is a completely different call than my rate went up 40 percent. The answer changes your entire approach." }, { situation:"Customer had a claim in the past. You don't know how it went.", question:"Have you ever had a situation where you needed your insurance and felt like it really came through for you — or didn't?", why:"Opens the claims experience conversation without being leading. Both answers are useful — a bad experience explains why they're leaving, a good one tells you what they value." }, { situation:"Customer seems hesitant but you can tell there's something specific underneath the surface.", question:"If you could describe your ideal insurance situation — what would that look like?", why:"Gets them out of reacting and into describing. People are more honest about what they want than what they're afraid of." }, { situation:"Customer says their current coverage is fine. You sense they just haven't thought about it lately.", question:"When did you last have a real conversation with someone who walked through exactly what you have and why?", why:"Most people have never had that conversation. Posing it this way makes the absence of a real coverage review feel like the gap it actually is." }, ] }, { category:"Bundle Discovery", desc:"Own or rent, where their home is insured, renewal timing, renters without coverage, other vehicles or properties, and the customer already looking at home elsewhere.", color:"#fbbf24", icon:"🏠", situations:[ { situation:"Customer called for auto only. You haven't asked about their home situation yet.", question:"Do you own or rent your home?", why:"The fastest path to the bundle conversation. One question tells you which product applies — and opens the multi-policy discount discussion naturally." }, { situation:"Customer confirms they own their home. You need to know where it's insured.", question:"Where is your home insurance right now — same carrier or somewhere else?", why:"If it's elsewhere, that's your bundle opportunity. If it's already with you, you can deepen the relationship. Either answer moves the call forward." }, { situation:"You've surfaced a home insurance conversation. You need to understand their timeline.", question:"When is your home policy up for renewal?", why:"Gives you a timeline. Renewing soon means there's a reason to act now. Several months out means you have a specific date for a follow-up call." }, { situation:"Customer mentioned they rent. You need to open the renters conversation without assuming they have coverage.", question:"Do you have renters insurance right now, or is that something you've never set up?", why:"Direct and easy to answer. The second half removes any implied judgment and makes a no answer comfortable and honest." }, { situation:"Customer has a car and a home. You want to expand the conversation to other assets without feeling salesy.", question:"Do you have any other vehicles, motorcycles, boats, or rental properties that might need coverage?", why:"Opens asset discovery naturally. Each yes is either a coverage gap to close or a new policy. The list normalizes having more than one thing to protect." }, { situation:"Customer has auto with you and is asking about home insurance somewhere else. You need to introduce bundling before they go.", question:"Have you ever looked at what bundling home and auto together does to both premiums — not just one of them?", why:"Frames bundling as something worth discovering, not a pitch. Both premiums, not just one signals there's a benefit they haven't seen yet." }, ] }, { category:"Price & Value", desc:"Quoting more than they pay now, fixated on the monthly number, shopping on price alone, want to lower the payment, got a cheaper quote elsewhere.", color:"#a78bfa", icon:"💰", situations:[ { situation:"Customer reacts to your quote by saying it's more than they're paying now.", question:"Do you know what coverage you're currently getting for that price?", why:"Reframes price comparison as coverage comparison. Most customers don't know their actual limits — and that's exactly the point." }, { situation:"Customer is focused on the monthly number and won't engage with anything else.", question:"What would it mean to you to have coverage you could actually count on when something goes wrong?", why:"Connects the dollar amount to the real consequence — what happens at a claim. Forces them to think about the purpose of insurance, not just the cost." }, { situation:"Customer says it's too expensive. You don't know if it's the number itself or the perceived value.", question:"When you say it's too expensive — is it the monthly amount, or does it feel like more than what you're getting?", why:"Separates a budget problem from a value objection. They require completely different responses, and guessing the wrong one kills the call." }, { situation:"Customer wants to lower their payment. You need to find room without silently cutting coverage.", question:"Do you know what your current deductible is? Because that's usually the fastest way to move the number without changing your protection.", why:"Positions deductible as a lever they can pull. Keeps the conversation smart instead of just stripping coverage to hit a number." }, { situation:"Customer is fixated on price and won't engage with anything else you're saying.", question:"Besides price, what else matters to you when you're choosing a carrier?", why:"Almost always surfaces something — claims reputation, ease of bundling, a local contact. Gives you something to compete on beyond just a number." }, { situation:"Customer got a lower quote somewhere else and is about to use it to walk.", question:"Do you know what limits they quoted you, or was it just a total premium number without the breakdown?", why:"A lower price almost always means lower limits. You can't defend your build on price — you need to show what they're actually comparing." }, ] }, { category:"Objection Discovery", desc:"Think about it, need to compare more, what would make this a clear decision, talking to a spouse, happy where they are but still called.", color:"#fb923c", icon:"🛡️", situations:[ { situation:"Customer says they need to think about it. You don't know what's actually holding them back.", question:"Is it the price, the coverage, or something else that you want to think through?", why:"Makes them name the real concern. Something else catches the ones who don't want to say it directly. Whatever they name, you can now address it." }, { situation:"Customer seems interested but keeps stalling. You've answered everything you can think of.", question:"What would need to be true for this to feel like a clear decision?", why:"Puts the criteria on the table. If you can meet them, the sale closes itself. If you can't, you find out now instead of after a third callback that may never happen." }, { situation:"Customer says they want to compare a few more options first. You need to understand what gap they think you're not filling.", question:"What are you hoping to find out there that you haven't seen yet?", why:"If there's something specific they're looking for, you might already have it. If not, you now know what the real objection is." }, { situation:"Customer wants to talk to their spouse before deciding. You need to understand the decision dynamic.", question:"What do you think your spouse's main question is going to be?", why:"Two purposes — helps you prepare for the real objection, and gives the customer the language to represent your product well in that conversation." }, { situation:"Customer keeps saying they're happy where they are but called you anyway. There's always a reason.", question:"What made you pick up the phone today if things are going well with your current carrier?", why:"There's always a reason. Rate increase, renewal coming, something changed. Happy where I am never explains why they're on your call." }, { situation:"You've addressed every objection you can think of and they're still not moving.", question:"Is there something specific I haven't addressed yet, or does this just not feel like the right time?", why:"Last chance to surface a hidden concern. Sometimes there's one more thing. Sometimes timing is genuinely the issue — and knowing that changes how you close or set up the follow-up." }, ] }, { category:"Closing & Commitment", desc:"Testing buy-in on the coverage, surfacing anything unsaid, finding the hidden decision-maker, making vague stalls concrete, and the assumptive test close.", color:"#93c5fd", icon:"✅", situations:[ { situation:"You've presented the quote. Customer seems interested but hasn't moved. You need to test where they are.", question:"Based on everything we've talked about, does this feel like the right protection for your situation?", why:"Asks for buy-in on the coverage before asking for the sale. A yes here makes the close significantly smoother — they've already agreed it's right for them." }, { situation:"Customer seems close but hasn't committed. You need to know if there's anything left unsaid.", question:"Is there anything else you'd want to know before we get this started?", why:"Surfaces any remaining concern without pressure. If there's nothing left, the natural next step is to proceed — and that's what you say next." }, { situation:"You're about to close. You want to make sure there isn't a hidden veto in the household.", question:"Who else besides yourself is part of making this decision?", why:"Uncovers a hidden decision-maker before you close. Far better to know now than to have them check with someone after you think the call is done." }, { situation:"Customer says they need to check on a couple things before deciding but won't say what.", question:"What specifically do you want to check on? I want to make sure you have everything you need before we hang up.", why:"Makes the vague concrete. If they can name it, you might be able to address it on this call instead of losing momentum to a callback that may never happen." }, { situation:"Customer seems ready but you're not certain. You want to test the close before going to payment.", question:"If the numbers make sense for you, is there any reason we couldn't get you protected today?", why:"Classic assumptive test close. It invites a no reason response — and if there is a reason, you learn what it is before asking for the card." }, { situation:"Customer is comparing you against another quote and hasn't committed to either one yet.", question:"What would make this the clear choice — is it just the price, or is there something about the coverage that matters more?", why:"Forces a decision criteria. If it's purely price, you know the game. If coverage matters, you can compete on what you're actually building." }, ] }, ]; // ─── COVERAGE FLASHCARDS ────────────────────────────────────────────────────── export const COVERAGE_FLASHCARDS = [ // ── AUTO ── { id:1, product:"Auto", front:"What is Bodily Injury Liability and what does it cover?", back:"Pays for injuries YOU cause to OTHER people in an accident. Covers their medical bills, lost wages, pain and suffering, and your legal defense if sued. Does NOT cover you or your passengers.", recommend:"100/300 minimum. State minimums (often 25/50 or 30/60) are almost never enough.", color:"#f87171" }, { id:2, product:"Auto", front:"What is Property Damage Liability?", back:"Pays for damage YOU cause to OTHER people's property — their car, a fence, a building. Does NOT cover your own vehicle.", recommend:"$100,000 minimum. A single newer vehicle can exceed $25,000 in repairs.", color:"#f87171" }, { id:3, product:"Auto", front:"What is Uninsured/Underinsured Motorist (UM/UIM) coverage?", back:"Protects YOU when the at-fault driver has no insurance or not enough. UM covers you if they have nothing. UIM covers the gap when their limits are too low. Covers medical bills and in most states, vehicle damage.", recommend:"Match your liability limits. Roughly 1 in 7 drivers nationally carries no insurance — and about 1 in 3 is uninsured or underinsured combined.", color:"#fb923c" }, { id:4, product:"Auto", front:"What is Comprehensive coverage?", back:"Covers your vehicle for non-collision events: theft, hail, hitting an animal, fire, flood, vandalism, falling objects. Does NOT cover collisions with another vehicle.", recommend:"Required with a loan. Keep on any vehicle worth over $8,000.", color:"#fbbf24" }, { id:5, product:"Auto", front:"What is Collision coverage?", back:"Covers YOUR vehicle when you're in a collision — with another car, a pole, a guardrail — regardless of who's at fault. Does NOT cover theft or weather damage (that's comprehensive).", recommend:"Required with a loan. Consider dropping on paid-off vehicles under $5,000.", color:"#fbbf24" }, { id:6, product:"Auto", front:"What is Medical Payments (MedPay) coverage?", back:"Pays medical bills for you AND your passengers after an accident — regardless of fault. Also covers you as a pedestrian hit by a car. Fills the gap your health insurance leaves (deductibles, co-pays). Does NOT cover the other driver.", recommend:"$5,000–$10,000. Very affordable and covers people health insurance often misses.", color:"#4ade80" }, { id:7, product:"Auto", front:"What is Personal Injury Protection (PIP)?", back:"Required in no-fault states. Broader than MedPay — covers medical bills AND lost wages for you and passengers, regardless of fault. Required in FL, MI, NJ, NY, PA, HI, KS, KY, MA, MN, ND, OR, UT.", recommend:"Always check state requirements. In no-fault states it's mandatory.", color:"#4ade80" }, { id:8, product:"Auto", front:"What is Rental Reimbursement coverage?", back:"Pays for a rental car while your vehicle is being repaired after a covered claim. Typically $30–$50/day up to a limit. Does NOT cover rentals for mechanical breakdowns.", recommend:"$5–$10/month. Easy add-on customers appreciate after their first claim.", color:"#93c5fd" }, { id:9, product:"Auto", front:"What is Roadside Assistance?", back:"Covers emergency roadside help: towing, flat tire change, jump start, lockout service, fuel delivery. Does NOT cover mechanical repairs.", recommend:"$2–$5/month. Worth mentioning on every auto call.", color:"#93c5fd" }, { id:10, product:"Auto", front:"What is a Rideshare/Business Use Endorsement?", back:"Extends personal auto coverage to fill gaps while driving for Uber, Lyft, DoorDash, Instacart, or other apps. Covers the 'gap period' (app on, no passenger yet) that the app's policy doesn't cover.", recommend:"Always ask: 'Do you use your car for any rideshare or delivery apps?' If yes, this is essential.", color:"#a78bfa" }, { id:11, product:"Auto", front:"What is GAP coverage?", back:"Pays the difference between what your car is worth (ACV) and what you still owe on the loan after a total loss. Without GAP, you could owe thousands on a car you can no longer drive.", recommend:"Important for new vehicles, low down payments, or long loan terms (72–84 months).", color:"#f87171" }, { id:12, product:"Auto", front:"What does '100/300/100' mean on an auto policy?", back:"The three liability limits: $100,000 per person for bodily injury / $300,000 per accident total for bodily injury / $100,000 for property damage. The most important numbers to explain to every customer.", recommend:"Always recommend 100/300/100 as the baseline. Never let state minimums go unquestioned.", color:"#f87171" }, { id:13, product:"Auto", front:"What is a deductible and how does it work?", back:"The amount YOU pay out of pocket before insurance pays the rest. Applies to collision and comprehensive. Higher deductible = lower premium. Lower deductible = higher premium but less out of pocket on a claim.", recommend:"$500 is the most common. $1,000 saves premium but customer absorbs more risk.", color:"#fbbf24" }, // ── HOME ── { id:14, product:"Home", front:"What is Dwelling Coverage (Coverage A)?", back:"Covers the structure of the home — walls, roof, floors, built-in appliances, attached garage. Pays to REBUILD, not what you paid. Must be set to Replacement Cost Value, not market value or purchase price.", recommend:"Always verify RCV is set correctly. Construction costs have risen significantly since 2020.", color:"#60a5fa" }, { id:15, product:"Home", front:"What is Other Structures coverage (Coverage B)?", back:"Covers structures NOT attached to the main home: detached garage, fences, sheds, pool house. Standard is 10% of dwelling coverage. Excluded: structures used for business or rented out.", recommend:"If the customer has significant outbuildings, check if 10% is enough.", color:"#60a5fa" }, { id:16, product:"Home", front:"What is Personal Property coverage (Coverage C)?", back:"Covers belongings inside the home — furniture, electronics, clothing, appliances. Also covers items stolen from your car. Has sub-limits for jewelry, art, firearms. Replacement Cost vs Actual Cash Value matters enormously.", recommend:"Always recommend Replacement Cost Value. ACV depreciates a 3-year-old TV to almost nothing.", color:"#60a5fa" }, { id:17, product:"Home", front:"What is Loss of Use / Additional Living Expenses (Coverage D)?", back:"Pays for temporary housing, meals, storage, and other living expenses if the home becomes uninhabitable after a covered loss. Does NOT apply for excluded perils (flood, earthquake).", recommend:"Standard 20% of dwelling. Check it's adequate for local rental market.", color:"#a78bfa" }, { id:18, product:"Home", front:"What is Home Liability (Coverage E)?", back:"Protects you if someone is injured on your property or you accidentally damage someone else's property. Covers legal defense, medical bills, and judgments. Includes dog bites in most policies.", recommend:"$300,000 minimum. Add umbrella for customers with significant assets, pools, or dogs.", color:"#a78bfa" }, { id:19, product:"Home", front:"What is Medical Payments to Others (Coverage F)?", back:"Pays medical bills for guests injured on your property — without needing to prove fault. Covers ER visits and minor injuries. Does NOT cover you or residents of the home.", recommend:"$1,000–$5,000. Keeps small accidents from becoming liability claims.", color:"#a78bfa" }, { id:20, product:"Home", front:"What is Water Backup coverage?", back:"Covers damage from sewer or drain backup and sump pump overflow. NOT included in standard home policies. One of the most common claims that surprises homeowners.", recommend:"Always add this. Never let a home policy go without mentioning it.", color:"#34d399" }, { id:21, product:"Home", front:"What is Replacement Cost vs Actual Cash Value?", back:"Replacement Cost (RCV): pays what it costs to replace item new today. Actual Cash Value (ACV): pays replacement cost MINUS depreciation. A 5-year-old roof ACV might pay 50% of replacement. RCV pays full replacement.", recommend:"Always recommend RCV for both dwelling and personal property. The premium difference is small; the claim difference is huge.", color:"#34d399" }, { id:22, product:"Home", front:"What is Scheduled Personal Property?", back:"Extra coverage for high-value items that exceed standard sub-limits: jewelry (standard $1,500 limit), art, instruments, collectibles, firearms, cameras. Items are listed individually and insured for their appraised value.", recommend:"Always ask: 'Do you have any jewelry, art, or instruments worth more than a couple thousand dollars?'", color:"#34d399" }, { id:23, product:"Home", front:"What is Flood Insurance and why is it separate?", back:"Standard home policies NEVER cover flooding from external water sources. Flood insurance is a completely separate policy — available through NFIP or private carriers. Required by lenders in flood zones.", recommend:"Mention to anyone near water or in a flood-prone area. Many homeowners don't know until it's too late.", color:"#f87171" }, { id:24, product:"Home", front:"What is an Umbrella Policy?", back:"Additional liability coverage above both auto and home limits. A $1M umbrella sits on top of your auto and home liability. If an auto claim exceeds your $300K auto limit, umbrella pays the rest. Typically $15–$30/month.", recommend:"Essential for homeowners, anyone with savings, teen drivers, pools, dogs, or rental property.", color:"#93c5fd" }, // ── RENTERS ── { id:25, product:"Renters", front:"What does Renters Insurance cover — and what's the key misconception?", back:"Covers YOUR belongings (furniture, electronics, clothes), liability if someone is injured in your apartment, and loss of use if you're displaced. KEY MISCONCEPTION: your landlord's insurance covers the building, not your stuff.", recommend:"Every renter needs this. Lead with the misconception — it's the fastest way to explain value.", color:"#fb923c" }, { id:26, product:"Renters", front:"What is Renters Liability coverage?", back:"Pays if someone is injured in your apartment or you accidentally damage someone else's property (e.g. bathtub overflows and damages the unit below). Covers legal defense and medical bills. Does NOT cover intentional damage.", recommend:"$100,000 standard. Many landlords require proof — renters liability is what satisfies that requirement.", color:"#fb923c" }, { id:27, product:"Renters", front:"What is Loss of Use on a renters policy?", back:"Pays for temporary housing, meals, and extra living expenses if your apartment becomes uninhabitable after a covered loss (fire, flood from above, smoke damage). Does NOT apply to lease terminations or non-covered events.", recommend:"Rarely talked about but extremely valuable. Mention it as a differentiator.", color:"#fb923c" }, // ── CARRIER-SPECIFIC PROGRAMS ── { id:28, product:"Carrier Programs", front:"What is a telematics / usage-based insurance program (e.g. telematics program)?", back:"A telematics/usage-based insurance program. Customers download the carrier's app and driving habits are tracked. Safe, low-mileage drivers earn rewards and can reduce their premium significantly. Many carriers offer an immediate discount just for enrolling.", recommend:"Mention on every auto call, especially for work-from-home customers or low-mileage drivers.", color:"#60a5fa" }, { id:29, product:"Carrier Programs", front:"What is a multi-policy (bundle) discount and how does it work?", back:"When customers bundle two or more policies with the same carrier (auto + home, auto + renters, etc.), they receive a discount on each policy — typically saving 10–25% per policy. The more policies, the better the value.", recommend:"This is the biggest single discount available. Always surface the bundle opportunity.", color:"#4ade80" }, { id:30, product:"Carrier Programs", front:"What is the Good Student Discount?", back:"Available for full-time students under 25 with a GPA of 3.0 or higher. Typically 5–15% discount on auto. Student must provide proof of grades.", recommend:"Always ask if there are students in the household. Easy discount that builds rapport.", color:"#4ade80" }, { id:31, product:"Carrier Programs", front:"What is an SR-22 and how does the carrier handle it?", back:"An SR-22 is a certificate of financial responsibility required by the state after serious violations (DUI, license suspension). It's filed by the insurer directly with the DMV. Most personal lines carriers can file SR-22 in most states. Not insurance itself — proof that you carry the required minimums.", recommend:"For customers who mention DUI or license suspension — don't shy away, this is a valid sale. Don't shy away from these calls.", color:"#f87171" }, { id:32, product:"Carrier Programs", front:"What is a Claims-Free Discount?", back:"Customers who maintain a clean claims history earn better rates over time. Each renewal without a claim improves their rating tier. Typically 3–5 years of claims-free history produces meaningful savings.", recommend:"Reinforce to customers that not filing claims is a good outcome — it builds toward better rates.", color:"#4ade80" }, { id:33, product:"Carrier Programs", front:"What is New Car Replacement coverage?", back:"If a new vehicle (typically within 2 model years or under a certain mileage) is totaled, the carrier replaces it with a brand new car of the same make and model — not just ACV. Eliminates depreciation hit on new vehicles.", recommend:"Mention to customers buying new cars. The first year of depreciation is significant.", color:"#fbbf24" }, { id:34, product:"Carrier Programs", front:"What is Accident Forgiveness?", back:"After qualifying (varies by carrier), one at-fault accident won't raise your rate. Applies once per policy period. Not available in all states. Can be earned or purchased.", recommend:"Great value proposition for cautious customers worried about a future rate increase after an accident.", color:"#34d399" }, // ── AUTO (additional) ── { id:35, product:"Auto", front:"What is the difference between comprehensive and collision coverage?", back:"Comprehensive = everything EXCEPT a collision (theft, hail, deer, fire, flood). Collision = damage from hitting something (another car, a pole, a guardrail). Easy memory: comprehensive covers acts of God and others; collision covers you driving into something.", recommend:"Both are required with a loan. Together they give full physical damage protection on the vehicle.", color:"#fbbf24" }, { id:36, product:"Auto", front:"A customer asks: 'Do I really need uninsured motorist if I have health insurance?' What do you say?", back:"UM/UIM is NOT just about your medical bills. It also covers: (1) your vehicle damage when hit by an uninsured driver, (2) passengers who may not have health insurance, (3) lost wages, and (4) pain and suffering. Health insurance covers none of those.", recommend:"Never let a customer skip UM/UIM based on having health insurance. They're different coverages.", color:"#fb923c" }, { id:37, product:"Auto", front:"What is liability coverage and what does it NOT cover?", back:"Liability covers damage and injuries you cause to OTHER people. It does NOT cover: your own vehicle, your own injuries, your passengers' injuries, or your own property. Customers often confuse liability with full coverage.", recommend:"Always clarify: 'Liability protects others from you. You also need coverage to protect yourself.'", color:"#f87171" }, { id:38, product:"Auto", front:"What does 'full coverage' actually mean?", back:"'Full coverage' is NOT a technical term — it's customer shorthand. It typically means: liability + comprehensive + collision. It does NOT automatically include UM/UIM, MedPay, rental, or roadside. Always clarify exactly what's included.", recommend:"Never just say 'full coverage.' Walk through each coverage so the customer knows what they have.", color:"#f87171" }, { id:39, product:"Auto", front:"When should a customer consider dropping collision coverage?", back:"When the vehicle is paid off AND the vehicle's value is low enough that the collision premium doesn't make financial sense. Rule of thumb: if the car is worth less than 10x the annual collision premium, dropping it may be reasonable. Never drop if there's a loan.", recommend:"Always ask the loan status first. Never suggest dropping without discussing the vehicle value and their financial cushion.", color:"#fbbf24" }, { id:40, product:"Auto", front:"What is the difference between a named driver and an excluded driver?", back:"Named driver: listed on the policy, covered when driving. Excluded driver: formally excluded from coverage in writing — if they drive the vehicle and have an accident, there is NO coverage. Excluding a high-risk driver lowers the premium but creates a serious gap.", recommend:"Always ask about all household drivers. Disclosing all drivers properly protects the customer.", color:"#a78bfa" }, { id:41, product:"Auto", front:"What factors most affect an auto insurance premium?", back:"Driving record (biggest factor), credit score (most states), vehicle year/make/model, annual mileage, location/ZIP code, age and driving experience, coverage choices (limits and deductibles), and multi-policy discounts.", recommend:"Use rate factors to explain pricing transparently. Customers who understand their rate trust you more.", color:"#93c5fd" }, { id:42, product:"Auto", front:"A customer asks: 'What happens if I cause an accident and get sued for more than my policy limits?' What do you say?", back:"The customer is personally responsible for anything above their policy limits. Assets (savings, home equity, investments) and future wages can be garnished to satisfy a judgment. This is the core argument for higher liability limits and an umbrella policy.", recommend:"Use this to explain why state minimums are dangerous and why 100/300/100 is the floor, not the ceiling.", color:"#f87171" }, { id:43, product:"Auto", front:"What is a no-fault state and how does it affect coverage?", back:"In no-fault states, each driver's own insurance pays their medical bills regardless of who caused the accident — you don't sue the other driver for minor injuries. PIP is required in no-fault states. Currently: FL, MI, NJ, NY, PA, HI, KS, KY, MA, MN, ND, OR, UT.", recommend:"Always check state when quoting. No-fault states require PIP and have specific coverage rules.", color:"#4ade80" }, // ── HOME (additional) ── { id:44, product:"Home", front:"What is the difference between market value and replacement cost for a home?", back:"Market value = what the home would sell for (land + structure, affected by location and economy). Replacement cost = what it would cost to REBUILD the structure from scratch at current labor and materials prices. These can be very different. Always insure to replacement cost.", recommend:"This is the most common home underinsurance mistake. Replacement cost is almost always higher than purchase price after 2020.", color:"#60a5fa" }, { id:45, product:"Home", front:"What is an HO-3 policy and why does it matter?", back:"HO-3 (Special Form) is the most common homeowners policy. It provides open-perils coverage on the dwelling (covers everything EXCEPT what's excluded) but named-perils coverage on personal property (only covers specifically listed events). The most comprehensive standard policy.", recommend:"When customers ask 'what kind of policy is this,' HO-3 is the answer for most standard homeowners.", color:"#60a5fa" }, { id:46, product:"Home", front:"What perils (causes of loss) are typically EXCLUDED from a standard home policy?", back:"Standard exclusions: flood, earthquake, sewer/drain backup (needs endorsement), normal wear and tear, mold (unless caused by covered peril), intentional damage, war, nuclear hazard, power failure off premises. These require separate policies or endorsements.", recommend:"Water backup and flood are the two most important exclusions to mention. Customers are always surprised.", color:"#f87171" }, { id:47, product:"Home", front:"A new homebuyer asks why their lender requires homeowners insurance. What do you say?", back:"The lender has a financial interest in the property (collateral for the loan). If the home is destroyed and there's no insurance, the lender loses their security. Homeowners insurance is required at closing and must list the lender as a mortgagee on the policy.", recommend:"Always get the lender name, address, and loan number at binding so the mortgagee clause is added correctly.", color:"#60a5fa" }, { id:48, product:"Home", front:"What is earthquake insurance and when should you mention it?", back:"Earthquake damage is excluded from standard home policies nationwide. Separate earthquake coverage is available in all states but is especially important in: California, Pacific Northwest, New Madrid Seismic Zone (MO, TN, AR, KY), and South Carolina.", recommend:"Mention in earthquake-prone states. Available as a separate policy or endorsement depending on the state.", color:"#f87171" }, { id:49, product:"Home", front:"What is inflation guard and why does it matter for home coverage?", back:"Inflation guard automatically adjusts the dwelling coverage amount each year to keep pace with rising construction costs. Without it, a policy set in 2020 may be significantly underinsured by 2025 as materials and labor costs have risen dramatically.", recommend:"Verify inflation guard is included. Customers shouldn't have to think about updating dwelling limits each year.", color:"#34d399" }, { id:50, product:"Home", front:"What is identity theft coverage on a home policy?", back:"An optional endorsement that covers costs of restoring your identity after theft: legal fees, lost wages, credit monitoring, notary costs, and expenses to resolve fraudulent accounts. Usually $25,000–$50,000 in coverage for a few dollars per month.", recommend:"Easy add-on to mention especially for tech-savvy customers or those who bank heavily online.", color:"#a78bfa" }, { id:51, product:"Home", front:"What is ordinance or law coverage?", back:"If a covered loss requires rebuilding to current building codes (which may be more expensive than the original construction), ordinance/law coverage pays for that added cost. Without it, the customer pays the difference between old code and new code requirements.", recommend:"Important for older homes. Many customers don't realize building codes have changed significantly since their home was built.", color:"#34d399" }, { id:52, product:"Home", front:"What is a home inventory and why should customers have one?", back:"A home inventory is a documented list (ideally with photos/video) of all personal property and their estimated values. Critical for filing a personal property claim accurately. Many customers can't remember what they own or what it was worth without one.", recommend:"Mention as a value-add tip. Your carrier may have tools to help. Customers who do this feel more protected.", color:"#93c5fd" }, // ── RENTERS (additional) ── { id:53, product:"Renters", front:"A renter says 'My landlord has insurance, I don't need my own.' How do you respond?", back:"Landlord insurance covers the building and the landlord's liability — it does NOT cover the tenant's belongings or the tenant's personal liability. If there's a fire, the landlord's policy rebuilds the walls. The tenant's furniture, laptop, clothes, and everything inside? Gone without renters insurance.", recommend:"This is the most common renters misconception. Lead with it every time.", color:"#fb923c" }, { id:54, product:"Renters", front:"What does renters insurance cover when your belongings are stolen from your car?", back:"Most renters policies cover personal property stolen from your car — even if the car is not covered (that's auto). If a laptop or bag is stolen from a vehicle, renters insurance typically pays (subject to deductible and policy limits).", recommend:"Great talking point for customers who commute or leave valuables in their car. It's coverage they don't realize they have.", color:"#fb923c" }, { id:55, product:"Renters", front:"What is the typical cost of renters insurance and how do you frame it?", back:"Renters insurance typically costs $12–$25/month depending on coverage amount, location, and deductible. That's $144–$300/year to protect $20,000–$40,000 worth of belongings, personal liability, and living expenses if displaced.", recommend:"Frame it against everyday spending: 'Less than one streaming service a month.' or 'About what you'd spend on lunch once a week.'", color:"#fb923c" }, { id:56, product:"Renters", front:"What is a renters insurance certificate of insurance and when is it needed?", back:"A certificate of insurance (COI) is a document proving the renter has an active renters policy. Many landlords require it before move-in. A COI can typically be emailed directly to the landlord same day the policy is bound.", recommend:"Always ask: 'Does your landlord need proof of insurance today?' If yes, get their email and send it immediately after binding.", color:"#fb923c" }, { id:57, product:"Renters", front:"Does renters insurance cover roommates?", back:"Standard renters policies only cover the named insured and resident relatives. Roommates who are not listed on the policy are NOT covered. Each roommate should have their own renters policy, or all roommates should be listed as named insureds.", recommend:"If roommates are mentioned, clarify this. Customers often assume renters insurance covers everyone in the unit.", color:"#fb923c" }, // ── CARRIER-SPECIFIC PROGRAMS (additional) ── { id:58, product:"Carrier Programs", front:"What is a Safe Driving Bonus?", back:"With certain auto policies, customers who go six months without an accident receive a bonus or credit — even if they filed other claims. Rewards consistently safe driving behavior and builds loyalty.", recommend:"A differentiator worth mentioning to safe drivers. Shows the carrier rewards good behavior proactively.", color:"#4ade80" }, { id:59, product:"Carrier Programs", front:"What is a Deductible Rewards program?", back:"For every year a customer goes without an accident, The carrier reduces the collision deductible by $100 per accident-free year (up to $500). A customer with a $500 deductible can eventually reach a $0 deductible after five years.", recommend:"Great loyalty and value point. Customers respond well to seeing their deductible shrink over time.", color:"#4ade80" }, { id:60, product:"Carrier Programs", front:"What is an autopay / automatic payment discount?", back:"Customers who set up automatic recurring payments (EFT from bank account) receive a discount on their premium and eliminate installment fees. IMPORTANT: autopay uses banking info (checking/savings account). The first payment to activate a policy always requires a debit or credit card — autopay is set up separately for ongoing billing.", recommend:"After taking the card for today's payment: 'If you'd like to set up automatic payments going forward, I can grab your banking info for autopay — it'll save you a little on each payment.'", color:"#4ade80" }, { id:61, product:"Carrier Programs", front:"What are carrier protection / extended warranty plans?", back:"Some carriers offer extended warranty and protection plan products for electronics and appliances through partnerships. Separate from insurance policies — ask your carrier what's available.", recommend:"Less relevant for new auto/home sales calls but good to know if a customer asks about product warranties.", color:"#93c5fd" }, { id:62, product:"Carrier Programs", front:"What is an Early Signing / Early Quote Discount?", back:"Customers who get a quote and bind their policy before their current policy expires (typically 7+ days in advance) qualify for an early signing discount. Rewards planning ahead vs. last-minute shopping.", recommend:"If a customer's policy expires soon, this is a reason to act now vs. waiting. Creates urgency legitimately.", color:"#4ade80" }, { id:63, product:"Carrier Programs", front:"What is the Pay-in-Full discount?", back:"Customers who pay their entire policy premium upfront (annual or semi-annual) receive a discount vs. monthly installments. Also eliminates per-installment fees. The exact discount varies by state and policy.", recommend:"Always offer this as an option during payment discussion. Some customers prefer it and the savings are real.", color:"#4ade80" }, { id:64, product:"Carrier Programs", front:"What is a declarations page (dec page) and when is it needed?", back:"A declarations page is the summary document of a policy showing: named insured, coverage types and limits, deductibles, premium, and policy period. Lenders require it for mortgages. Landlords may require it for renters. DMV may require proof of auto coverage.", recommend:"Know how to get this to a customer fast. It can be emailed same day the policy is bound. Lenders often need it at closing.", color:"#93c5fd" }, { id:65, product:"Carrier Programs", front:"What is a Welcome / New Customer Discount?", back:"New customers switching carriers may qualify for a welcome/new customer discount as an incentive to switch. Combined with other available discounts, this can significantly offset the first year's premium.", recommend:"When a rate increase shopper calls, this is part of the value story for switching now rather than waiting.", color:"#4ade80" }, // ── CONDO ── { id:66, product:"Condo", front:"What does condo insurance cover vs what the HOA master policy covers?", back:"HOA master policy covers the building exterior and common areas only — NOT your unit interior, floors, cabinets, fixtures, or belongings. Condo (HO-6) covers: interior walls/finishes (walls-in coverage), personal property, personal liability, loss of use, and loss assessment from HOA special charges.", recommend:"Key question: 'Does your HOA have an all-in or bare walls master policy?' The answer changes how much Coverage A you need.", color:"#818cf8" }, { id:67, product:"Condo", front:"What is Loss Assessment coverage on a condo policy?", back:"If the HOA suffers a covered loss exceeding their master policy limits, they can bill all unit owners for the shortfall. Loss Assessment pays your share. Standard default is $1,000 — wildly insufficient. $10,000-$50,000 is much more appropriate.", recommend:"Always bump this from the $1,000 default. Most condo owners don't know this gap exists until they get an HOA assessment bill.", color:"#818cf8" }, { id:68, product:"Condo", front:"What is 'walls-in' vs 'bare walls' HOA master policy?", back:"Bare walls (studs-only): HOA covers structure only — everything from the drywall in is your responsibility. Walls-in (all-in): HOA covers original fixtures and finishes — your policy covers upgrades and personal property. Bare walls = you need more Coverage A on your condo policy. Walls-in = less Coverage A needed.", recommend:"Most condo owners don't know which type their HOA has. Help them find out — it determines whether they're underinsured.", color:"#818cf8" }, // ── LANDLORD / RENTAL PROPERTY ── { id:69, product:"Landlord", front:"What is a Landlord (Dwelling Fire / DP-3) policy?", back:"A dwelling fire policy covers a property you own but DON'T live in — rented to tenants. Covers the structure, landlord liability, and loss of rental income. Does NOT cover tenant belongings (they need renters insurance). A standard HO-3 homeowners policy EXCLUDES rental properties — landlords must have a DP-3.", recommend:"If a customer mentions a rental property, they need a DP-3, not an HO-3. This is a common, costly coverage gap.", color:"#f59e0b" }, { id:70, product:"Landlord", front:"What is Loss of Rents coverage on a landlord policy?", back:"Pays the rental income the landlord loses while a property is uninhabitable after a covered loss. Typically 12 months of fair rental value. Without it, the landlord loses income AND still owes the mortgage during repairs.", recommend:"Frame it: 'If this property needs 6 months of repairs, do you still owe the mortgage?' That question makes the sale.", color:"#f59e0b" }, { id:71, product:"Landlord", front:"Does a standard homeowners policy cover a rental property?", back:"NO. Standard HO-3 policies exclude properties rented to others. If a customer is renting out their home or an investment property under their HO policy, they likely have NO coverage on a claim. A DP-3 dwelling fire policy is required for any non-owner-occupied property.", recommend:"Always ask: 'Do you rent out any properties?' If yes, verify they have proper coverage — this gap is common and expensive.", color:"#f59e0b" }, // ── MOTORCYCLE / ORV / ATV ── { id:72, product:"Moto/ORV", front:"What does motorcycle insurance cover and how does it differ from auto?", back:"Covers liability, collision, and comprehensive like auto — plus unique coverages: custom parts and equipment (aftermarket upgrades), guest passenger liability (for injuries to a passenger), and roadside assistance specific to bikes. Uninsured motorist is critical — riders are far more vulnerable. Auto policy does NOT cover motorcycles.", recommend:"Always ask: 'Do you have any motorcycles, ATVs, UTVs, or dirt bikes?' Easy add to any auto call.", color:"#ea580c" }, { id:73, product:"Moto/ORV", front:"What is ORV/ATV insurance and who needs it?", back:"Covers off-road vehicles — ATVs, UTVs, side-by-sides, dirt bikes, golf carts. Covers liability, collision, comprehensive, and medical payments for off-road use. Some states require liability coverage even off-road. Auto policy does NOT cover ORVs — neither does homeowners beyond very limited situations.", recommend:"Ask specifically: 'Any ATVs, side-by-sides, or off-road vehicles?' Many customers assume their auto or home covers them. It doesn't.", color:"#ea580c" }, { id:74, product:"Moto/ORV", front:"What is Custom Parts & Equipment (CPE) coverage on a motorcycle policy?", back:"Standard motorcycle collision/comp pays the factory-stock value only. CPE covers aftermarket upgrades: custom exhaust, performance parts, custom paint, chrome, upgraded audio. Without it, $5,000 in upgrades is worth $0 after a total loss.", recommend:"Ask: 'Have you made any upgrades or added custom parts?' If yes, CPE is essential — they'll never recover upgrade value without it.", color:"#ea580c" }, // ── BOAT / WATERCRAFT ── { id:75, product:"Boat", front:"What does boat/watercraft insurance cover?", back:"Covers physical damage to the boat (collision, sinking, fire, theft, storm), liability for injuring others or damaging their property, medical payments for injuries on your boat, and uninsured watercraft coverage. May include on-water towing. Home policies do NOT adequately cover boats above a small horsepower threshold.", recommend:"Home policies typically cover boats under 25-50 HP for limited amounts. Anything bigger needs its own policy.", color:"#0ea5e9" }, { id:76, product:"Boat", front:"When does a home policy NOT cover a boat — and what takes over?", back:"Most home policies exclude or severely limit watercraft coverage for: outboard motors over 25 HP, boats over certain speeds or lengths, inboard engines, and any boat used for racing. Once a boat exceeds these thresholds, a separate watercraft policy is needed for real protection.", recommend:"Always ask: 'Do you have any boats or watercraft?' Then: 'What size engine?' That determines if home covers it.", color:"#0ea5e9" }, { id:77, product:"Boat", front:"What is agreed value vs actual cash value on a boat policy?", back:"Agreed Value: total loss pays the agreed policy amount — no depreciation deducted. Actual Cash Value (ACV): total loss pays depreciated market value at time of loss. Boats depreciate significantly; ACV can be far below purchase price. Agreed value is better protection and not dramatically more expensive.", recommend:"Frame it: 'If your boat is totaled, do you want what it's worth today or what you paid?' Agreed value is almost always worth it.", color:"#0ea5e9" }, // ── MANUFACTURED / MOBILE HOME ── { id:78, product:"Manufactured Home", front:"What is manufactured home insurance and why can't you use a standard HO-3?", back:"Manufactured and mobile homes require a specialized policy (HO-7 or MH policy) — standard HO-3 policies explicitly exclude them. Covers the structure, personal property, liability, and loss of use like a standard home policy but is underwritten specifically for the unique construction and risk profile of manufactured homes.", recommend:"If a customer mentions a mobile or manufactured home, don't quote HO-3. It will not cover them.", color:"#84cc16" }, { id:79, product:"Manufactured Home", front:"What is trip coverage on a manufactured home policy?", back:"Covers the home while it's being transported from one location to another. Standard policies only cover the home at a fixed location. Without trip coverage, the home has NO protection during the move itself.", recommend:"Ask when a manufactured home owner is relocating: 'Is the home being moved?' If yes, trip coverage must be in place before transport day.", color:"#84cc16" }, ]; // ─── SCOPE CONSTRAINT — injected into every AI prompt ──────────────────────── // Ensures the AI never suggests out-of-scope products export const ASSUMPTIVE_SCENARIOS = [ { id:1, cat:"Opener", weak:"Would you like me to go ahead and get you a quote?", context:"You've just finished your opener and the customer seems interested.", goal:"Remove the permission-ask entirely. You're already doing this." }, { id:2, cat:"Coverage", weak:"If you want, I can add roadside assistance to that.", context:"You're building the quote and roadside is appropriate for this customer.", goal:"Assume they want it. Don't offer it as optional." }, { id:3, cat:"Bundle", weak:"Would you be open to looking at your home insurance too?", context:"You've done auto discovery and the customer owns a home.", goal:"Don't ask permission to bundle. Assume the bundle." }, { id:4, cat:"Close", weak:"So does that sound good to you?", context:"You've just presented the full quote with coverages.", goal:"This is a permission-ask disguised as a close. Replace it with an assumptive move." }, { id:5, cat:"Close", weak:"Would you like to go ahead and move forward with this?", context:"Customer hasn't objected. You're ready to close.", goal:"They've been listening — assume they're doing this. Move to activation." }, { id:6, cat:"Coverage", weak:"I could add UM/UIM coverage if you want extra protection.", context:"You're explaining liability and the customer has state minimum limits.", goal:"UM/UIM protects them when the at-fault driver has no insurance or not enough — roughly 1 in 7 drivers nationally. Don't offer it as optional. Say something like: 'I'm going to go ahead and include uninsured motorist on this — about 1 in 7 drivers on the road has no insurance, and if one of them hits you, this is what pays your bills.'" }, { id:7, cat:"Bundle", weak:"Do you think your spouse would be interested in combining the policies?", context:"Customer mentioned their spouse has a separate auto policy.", goal:"Don't ask if they're interested. Assume combining makes sense and say why." }, { id:8, cat:"Coverage", weak:"Should I include rental reimbursement or would you rather skip that?", context:"You're finalizing auto coverages.", goal:"Never offer to skip protection. Assume the rental coverage." }, { id:9, cat:"Objection", weak:"I understand, well if you do decide to move forward just let me know.", context:"Customer said they want to think about it.", goal:"This is a giveaway. You just handed them the exit. Re-close instead." }, { id:10, cat:"Opener", weak:"Can I ask you a few questions about your current coverage?", context:"Customer called in for a quote. You've done the greeting.", goal:"You don't need permission to do your job. Just ask the questions." }, { id:11, cat:"Bundle", weak:"Is there any chance you'd want to look at renters insurance?", context:"Customer is renting and called for auto insurance.", goal:"Renters is part of protecting the whole customer. Assume they need it." }, { id:12, cat:"Close", weak:"Take your time and feel free to call back when you're ready.", context:"Customer is hesitating after the quote.", goal:"This closes the door. Keep it open — and keep moving forward." }, ]; export const VALUE_SCENARIOS = [ { id:1, cat:"Price Objection", trigger:"That's more than I'm paying now.", context:"Customer just heard the quote. They're comparing to their current rate.", goal:"Lead with what this coverage actually protects against. Build the value first — any financial benefit is a supporting point, not the headline." }, { id:2, cat:"Rate Explanation", trigger:"Why is the rate so high?", context:"Customer is questioning the premium on a full-coverage auto policy.", goal:"Explain what the coverage does and why it matters. Lead with protection, not price." }, { id:3, cat:"Coverage Recommendation", trigger:"Do I really need all of this?", context:"You've built a comprehensive auto and home bundle.", goal:"Justify each coverage in terms of what it protects against. Financial benefits can be mentioned after." }, { id:4, cat:"Comparison", trigger:"I can get it cheaper somewhere else.", context:"Customer says another company quoted them lower.", goal:"Respond with what this policy actually covers — quality of protection, not price comparison." }, { id:5, cat:"Bundle Push", trigger:"I don't see why I need to bundle.", context:"Customer called for auto only and you've introduced the home bundle.", goal:"The real answer isn't value or savings — it's consistency and simplicity. One carrier means one point of contact, one bill, and policies that are designed to work together. If a claim touches both your auto and your home, you're not dealing with two different companies with different adjusters. Lead with that, then mention the multi-policy discount as a bonus." }, { id:6, cat:"Coverage Recommendation", trigger:"Can you just give me the minimum?", context:"Customer wants state minimum liability limits.", goal:"Explain the real-world risk of minimum limits. Lead with protection, not price." }, { id:7, cat:"Price Objection", trigger:"That went up from last year.", context:"Customer is renewing and the premium increased.", goal:"Acknowledge the increase is real — don't minimize it. Briefly explain the industry-wide factors (repair costs, weather, inflation) then pivot to what their coverage actually does for them. The goal is to justify the value, not argue about the price. End with a re-close." }, { id:8, cat:"Comparison", trigger:"My neighbor pays way less than this.", context:"Customer is comparing to someone they know.", goal:"Respond with what this policy covers and why coverage details matter. Don't argue about price." }, { id:9, cat:"Coverage Recommendation", trigger:"What's the difference between the 50 and the 100 limits?", context:"Customer is asking about BI limits — 50/100 vs 100/300.", goal:"Explain the gap in terms of real-world protection, not just numbers." }, { id:10, cat:"Discount", trigger:"Do you have any discounts I can apply?", context:"Customer is asking about discounts before you've quoted.", goal:"Build the coverage picture first — what they need and why. Then naturally mention what discounts apply (multi-policy, good driver, autopay, etc.) as part of the full package. Never lead with discounts before establishing the value of the coverage." }, { id:11, cat:"Price Objection", trigger:"That's a lot for just car insurance.", context:"You've quoted a solid full-coverage auto policy.", goal:"Reframe what 'just car insurance' actually protects them from." }, { id:12, cat:"Bundle Push", trigger:"I already have home insurance and I'm happy with it.", context:"Customer called for auto. They're resistant to bundling.", goal:"Don't lead with the savings. Lead with the value of having everything in one place." }, ]; export const SALES_LANGUAGE_CARDS = [ // ── OPENERS ─────────────────────────────────────────────────────────────── { id:1, category:"Openers", color:"#4ade80", weak:"How are you today?", why:"Small talk before you know why they called wastes the first 20 seconds and signals you're stalling.", strong:"What has you shopping around for insurance today?" }, { id:2, category:"Openers", color:"#4ade80", weak:"Can I help you?", why:"Passive, generic, and gives them nothing to work with. You already answered — now move.", strong:"What can I help you with today?" }, { id:3, category:"Openers", color:"#4ade80", weak:"So you're looking for a quote?", why:"Confirms what you already know and closes the door on discovery before it starts.", strong:"What's going on with your current coverage that has you looking?" }, { id:4, category:"Openers", color:"#4ade80", weak:"Let me pull up our rates real quick.", why:"Jumps straight to price before you know anything about the customer. Never quote before you discover.", strong:"Before I build you anything, let me ask a couple quick questions so I get this right." }, { id:5, category:"Openers", color:"#4ade80", weak:"I can definitely help you with that.", why:"Filler. Says nothing. Doesn't open anything.", strong:"You called the right place — let me find out exactly what you need." }, // ── ASSUMPTIVE LANGUAGE ─────────────────────────────────────────────────── { id:6, category:"Assumptive Language", color:"#60a5fa", weak:"Would you like to move forward?", why:"Asking for permission. Gives them an easy 'no.' Never ask if they want to — assume they do.", strong:"I can get that started today." }, { id:7, category:"Assumptive Language", color:"#60a5fa", weak:"Do you want to go ahead and do this?", why:"Double permission-seeking. Weak and uncertain.", strong:"Let's go ahead and get you set up. I'll need a debit or credit card for today." }, { id:8, category:"Assumptive Language", color:"#60a5fa", weak:"If you decide to purchase...", why:"'If' puts doubt in their mind. Remove the conditional entirely.", strong:"When we get this active today..." }, { id:9, category:"Assumptive Language", color:"#60a5fa", weak:"Does that sound okay?", why:"Invites a 'no.' You've explained the coverage — don't ask for approval, move forward.", strong:"That's full protection on your auto and home — I can get both started today." }, { id:10, category:"Assumptive Language", color:"#60a5fa", weak:"Is there anything else stopping you from signing up?", why:"Sounds like a sales script. Invites objections you haven't heard yet.", strong:"I can have you covered in about five minutes. Debit or credit card for today?" }, { id:11, category:"Assumptive Language", color:"#60a5fa", weak:"Would you be interested in adding renters insurance?", why:"'Would you be interested' almost always gets 'not really.' Present it, don't pitch it.", strong:"You rent your place — I'm going to go ahead and include renters on this. It's $14 a month and covers everything inside your apartment." }, { id:12, category:"Assumptive Language", color:"#60a5fa", weak:"I could add UM/UIM if you want extra protection.", why:"Optional framing makes it skippable. UM/UIM isn't optional — it's essential.", strong:"I'm going to go ahead and include uninsured motorist — about 1 in 7 drivers on the road has no insurance, and this is what protects you if one of them hits you." }, // ── VALUE LANGUAGE ──────────────────────────────────────────────────────── { id:13, category:"Value Language", color:"#a78bfa", weak:"You'll save money by switching.", why:"Leads with savings before the customer knows what they're getting. Build value first.", strong:"Here's what this policy does for you — and then we'll look at the number." }, { id:14, category:"Value Language", color:"#a78bfa", weak:"I can get you a cheaper rate.", why:"'Cheaper' positions you in a race to the bottom. You're not selling cheap — you're selling protection.", strong:"I want to make sure you have the right coverage — then let's see what the number looks like." }, { id:15, category:"Value Language", color:"#a78bfa", weak:"This has a discount for bundling.", why:"Leads with the discount, not the reason. Discounts are a bonus — not the headline.", strong:"Bundling home and auto means one carrier, one bill, one call if anything happens — and there's a multi-policy discount on top of that." }, { id:16, category:"Value Language", color:"#a78bfa", weak:"It's only $15 more a month.", why:"'Only' minimizes the upgrade and makes it sound like you're brushing off their money.", strong:"For $15 more a month you go from state minimum — which leaves you personally exposed — to 100/300, which actually protects you in a serious accident." }, { id:17, category:"Value Language", color:"#a78bfa", weak:"This is a great policy.", why:"Vague claim. You're just saying words. Connect it to their situation.", strong:"Given that you have a teen driver and you commute daily, this is exactly the coverage that makes sense for your situation." }, { id:18, category:"Value Language", color:"#a78bfa", weak:"You'll want MedPay for peace of mind.", why:"'Peace of mind' is a filler phrase. Tell them what MedPay actually does.", strong:"MedPay covers you and everyone in the car — regardless of who caused the accident. If your passenger doesn't have health insurance, this is what pays their ER bill." }, // ── OBJECTION HANDLING ──────────────────────────────────────────────────── { id:19, category:"Objection Handling", color:"#f87171", weak:"I understand, but...", why:"'But' erases everything before it. It signals you're about to argue, not acknowledge.", strong:"I hear you — is it the price, the coverage, or something else that's giving you pause?" }, { id:20, category:"Objection Handling", color:"#f87171", weak:"Let me see what I can do on the price.", why:"Offers a concession before you know what the real objection is. Turns the call into a negotiation.", strong:"Help me understand the concern — is it the monthly amount or the value of what you're getting?" }, { id:21, category:"Objection Handling", color:"#f87171", weak:"I totally get it, insurance is expensive.", why:"Agrees with the objection and validates the resistance. Never co-sign the complaint.", strong:"I hear you on the number — let me show you what it's doing for you, and then we can look at the options." }, { id:22, category:"Objection Handling", color:"#f87171", weak:"Other companies charge more for less.", why:"Competitor bashing. You can't prove it and it sounds defensive.", strong:"What I can show you is exactly what you're getting for this price and why it's built the way it is." }, { id:23, category:"Objection Handling", color:"#f87171", weak:"Okay, think about it and call me back.", why:"Dead end. No callback ever happens without a set time.", strong:"Of course — what specifically do you want to think through? And when should I follow up — is tomorrow morning or afternoon better?" }, { id:24, category:"Objection Handling", color:"#f87171", weak:"Our rates are very competitive.", why:"Meaningless without a quote to back it up. Every agent says this.", strong:"Let me build the quote right now and you'll have a real number to compare." }, // ── BUNDLE LANGUAGE ─────────────────────────────────────────────────────── { id:25, category:"Bundle Language", color:"#fb923c", weak:"Would you like to add home insurance?", why:"Framing it as an add-on makes it optional. The bundle isn't an upsell — it's the right way to protect the customer.", strong:"Do you own or rent your home? Because bundling home and auto under one carrier is typically the best value on both." }, { id:26, category:"Bundle Language", color:"#fb923c", weak:"I can save you money if you bundle.", why:"Leads with savings. The reason to bundle is protection and simplicity — savings is a bonus.", strong:"One carrier, one bill, one call if anything happens — and there's a multi-policy discount. Let me look at both together." }, { id:27, category:"Bundle Language", color:"#fb923c", weak:"We also sell home insurance if you're interested.", why:"Passive, apologetic offer. 'If you're interested' almost always gets 'not right now.'", strong:"I'm going to pull a home quote alongside this — takes two extra minutes and usually makes the auto number better too." }, { id:28, category:"Bundle Language", color:"#fb923c", weak:"Your home insurance isn't with us, right?", why:"Closed-ended and passive. Doesn't set up the bundle conversation.", strong:"Where is your home insurance right now? Because if it's somewhere else, I want to show you what bundling looks like." }, { id:29, category:"Bundle Language", color:"#fb923c", weak:"Bundling could potentially save you some money.", why:"'Could potentially' is weak and non-committal. Own the recommendation.", strong:"In your state, bundling home and auto with one carrier almost always brings both premiums down. Let me show you the combined number." }, // ── CLOSING LANGUAGE ────────────────────────────────────────────────────── { id:30, category:"Closing Language", color:"#34d399", weak:"So do you want to sign up?", why:"Permission-seeking. 'Do you want to' gives them an easy out.", strong:"I can get that activated today — debit or credit card for the first payment?" }, { id:31, category:"Closing Language", color:"#34d399", weak:"I just need your information to process this.", why:"Passive and procedural. Doesn't close anything.", strong:"Let's get you covered right now — I'll need a debit or credit card for today." }, { id:32, category:"Closing Language", color:"#34d399", weak:"If you're ready, we can get started.", why:"'If you're ready' puts the decision back on them and suggests they might not be.", strong:"You've got everything you need to make a decision — let's get this active today." }, { id:33, category:"Closing Language", color:"#34d399", weak:"I'll send you the quote and you can look it over.", why:"An emailed quote with no context almost never converts. Close on the call.", strong:"I'll absolutely send it — and while I have you, let me walk through the key numbers so you know what you're looking at. Two minutes." }, { id:34, category:"Closing Language", color:"#34d399", weak:"Does that work for you?", why:"Invites a 'no' instead of moving forward.", strong:"That gets you auto and home fully covered starting today — debit or credit card?" }, { id:35, category:"Closing Language", color:"#34d399", weak:"I hope that sounds good!", why:"Hopeful and passive. You don't hope — you move.", strong:"That's the full picture. Let's get you set up — I'll need a card for today's payment." }, // ── NEVER SAY ───────────────────────────────────────────────────────────── { id:36, category:"Never Say", color:"#94a3b8", weak:"To be honest with you...", why:"Implies you weren't being honest before. Undermines everything you said previously. Just say the thing — the qualifier adds nothing and signals that your other statements might not have been fully honest.", strong:"Here's what I'd tell my own family in your situation..." }, { id:37, category:"Never Say", color:"#94a3b8", weak:"I'm not going to lie...", why:"Same problem as 'to be honest.' Implies deception was an option you chose against.", strong:"Here's what I'd tell my own family..." }, { id:38, category:"Never Say", color:"#94a3b8", weak:"That's a great question!", why:"Filler that sounds scripted and patronizing. Every customer has heard this from every call center agent they've ever talked to. It signals you're stalling. Just answer the question — the answer is the compliment.", strong:"(No lead-in needed — answer the question directly and immediately)" }, { id:39, category:"Never Say", color:"#94a3b8", weak:"We have a lot of great options.", why:"Vague. 'A lot of great options' means nothing to a customer.", strong:"Based on what you told me, here's what I'd recommend and why." }, { id:40, category:"Never Say", color:"#94a3b8", weak:"I totally understand where you're coming from.", why:"Overused to the point of being meaningless. Every agent says this and nobody believes it. Acknowledge the specific thing the customer said — not a generic category of complaint. Name the actual concern.", strong:"I hear you — a $40 rate increase with no claims would frustrate me too." }, { id:41, category:"Never Say", color:"#94a3b8", weak:"Does that make sense?", why:"Condescending if overused. Implies they might not understand. Use sparingly.", strong:"Does that cover what you were wondering about?" }, { id:42, category:"Never Say", color:"#94a3b8", weak:"Let me be transparent with you...", why:"Same problem as 'to be honest' — it implies the previous part of the conversation was less than fully transparent. If you have something important to say, say it. The qualifier is the tell.", strong:"(Drop the qualifier — state whatever you were about to say directly)" }, { id:43, category:"Never Say", color:"#94a3b8", weak:"I can match it or beat it.", why:"You can't promise this without seeing what you're matching. Turns insurance into a commodity.", strong:"Let me build a real quote and we'll see exactly where we land." }, ]; // ─── CLOSING ASKS ───────────────────────────────────────────────────────────── // ─── OBJECTION GUIDE ───────────────────────────────────────────────────────── export const OBJECTION_GUIDE = [ // ── PRICE ───────────────────────────────────────────────────────────────── { objection: "That's way more than I'm paying now.", category: "Price", color: "#f87171", principle: "Never defend the price — reframe around value. Their current policy might be cheaper because it covers less.", framework: "Agree: 'I hear you.' Investigate: 'What are you paying now and what does it include?' Respond: Lead with what they're getting, not what it costs.", responses: [ "\"I hear that. Can I ask — do you know what your current liability limits are? Because the difference in price is often the difference in coverage.\"", "\"That's fair — let's make sure we're comparing the same thing. A lower price usually means less protection. Here's what this policy actually does for you...\"", "\"I want to earn your business — and the best way I can do that is make sure you understand exactly what you're getting. Walk me through what you have now.\"", ], neverSay: "Never say 'let me see what I can do on price' — use value language, not discount language.", }, { objection: "Can you just give me the cheapest option?", category: "Price", color: "#f87171", principle: "Cheapest and best are almost never the same thing in insurance. Your job is to protect them, not just close.", framework: "Agree: 'Absolutely, let's find the right fit for your budget.' Investigate: 'What's most important to you — price, coverage, or both?' Respond: Show what state minimum actually leaves exposed.", responses: [ "\"Of course — let's find something that fits your budget. Before I build that, help me understand what you need it to do. The cheapest option leaves you personally responsible for anything above the minimum.\"", "\"I can do that — and I want to make sure cheap doesn't cost you more later. Let me show you what the minimum covers and what it doesn't.\"", "\"I'll find the most affordable option that actually protects you. There's a difference between low price and low coverage — let me show you both.\"", ], neverSay: "Never just say 'okay' and quote state minimum without explaining what it doesn't cover.", }, { objection: "I just got a quote from another company and it was lower.", category: "Price", color: "#f87171", principle: "You can't compete with a number you can't see. Focus on what you know — the coverage you're offering — not the number they're quoting.", framework: "Agree: 'That's worth looking at.' Investigate: 'Do you know what limits they quoted?' Respond: Compare coverage, not just price.", responses: [ "\"That's worth exploring. Do you know what their liability limits were? A lower premium often means lower limits — and the gap between them is what comes out of your pocket if something happens.\"", "\"I believe you — and I'd ask one question: are you comparing the same coverage? Let me pull up exactly what they quoted and we'll look at it side by side.\"", "\"Great — let's look at it together. What were their limits on bodily injury? Because that number matters more than the monthly price when you actually need it.\"", ], neverSay: "Never say you'll match or beat their price — that's a promise you can't make and it turns insurance into a commodity.", }, { objection: "My rate just went up and I'm furious.", category: "Price", color: "#f87171", principle: "Acknowledge first, always. Don't explain or defend until they feel heard. Rate increases are industry-wide — don't take it personally or be defensive.", framework: "Agree: 'That's frustrating, especially if nothing changed on your end.' Investigate: 'Do you know what triggered it?' Respond: Build your value, then let the quote speak.", responses: [ "\"That's frustrating — and it happens across the industry right now due to repair costs, inflation, and weather. Let's pull a real quote and see exactly where you'd land. You deserve to know your options.\"", "\"I hear you. Rate increases are real and they're happening everywhere right now. What I can do is build you a quote right now and be completely transparent about where yours would land.\"", "\"Honestly, rate increases are one of the most common reasons people call us. Let me see what I can put together for you — at minimum you'll have a real number to compare.\"", ], neverSay: "Never say 'our rates are competitive' without a quote to back it up.", }, { objection: "I'm on a fixed income and can't afford anything extra.", category: "Price", color: "#f87171", principle: "Respect the budget constraint — don't dismiss it. But also don't leave them underinsured. Help them understand what's essential vs. optional.", framework: "Agree: 'I completely understand.' Investigate: 'What's your monthly budget for coverage?' Respond: Build to the budget, explain what each piece does.", responses: [ "\"I completely understand — let's work within what makes sense for you. Tell me your budget and we'll build from there. The most important thing is making sure the essentials are covered.\"", "\"Understood. Let me show you what a basic but solid policy looks like and we can go from there. I'd rather give you coverage that fits than sell you something that doesn't.\"", "\"That makes total sense. Let's start with what you absolutely need and build up from there. I'll be straight with you about what each piece does and what happens without it.\"", ], neverSay: "Never make them feel judged or dismissed. Budget is real — work with it.", }, { objection: "My credit is bad — is that going to make this too expensive?", category: "Price", color: "#f87171", principle: "Credit is a rating factor in most states but not all — and it's one factor among many. Don't guess or promise a number before running the quote.", framework: "Agree: 'That's a fair question.' Investigate: Run the actual quote — don't speculate. Respond: Let the number speak, explain what else goes into it.", responses: [ "\"That's a fair question. Credit is one of several factors — driving record, vehicle, location, and coverage all play a role too. The only way to know your actual rate is to pull the quote. Want to do that now?\"", "\"I won't guess on that — what I can do is run the actual numbers and give you a real answer. Credit matters but it's not the whole picture.\"", "\"Let's find out together. Credit is a factor but so is your driving record, your vehicle, and where you live. I'd rather give you a real number than estimate.\"", ], neverSay: "Never say 'your credit won't affect it much' before you've run the quote.", }, { objection: "I found the same coverage for less on a comparison site.", category: "Price", color: "#f87171", principle: "Comparison sites often show stripped-down quotes. The 'same coverage' assumption is almost never accurate without checking limits.", framework: "Agree: 'Those sites can be useful.' Investigate: 'Do you have the quote in front of you? What were the limits?' Respond: Compare the actual coverage details.", responses: [ "\"Comparison sites are a good starting point — the key is making sure the limits match. Can you pull up that quote? I want to see exactly what they're showing you.\"", "\"I'd love to look at that with you. The price difference usually comes down to the limits — state minimum liability vs. 100/300 can look very different on a premium but it's a huge difference in real protection.\"", "\"Let's compare apples to apples. Tell me what limits they quoted and I'll pull mine up right now. If they're actually better, I'll tell you.\"", ], neverSay: "Never assume the comparison site is wrong without seeing the actual quote details.", }, { objection: "I'm in between jobs right now — I can't afford this.", category: "Price", color: "#f87171", principle: "This is a budget objection with an emotional layer. Acknowledge the situation, then help them find something that works — driving without insurance is more expensive than driving with it.", framework: "Agree: 'I understand, that's a stressful situation.' Investigate: 'Are you still driving the vehicle?' Respond: Help them find a workable minimum — a lapse is worse than a lower-limit policy.", responses: [ "\"I understand — and I want to help you stay protected even within a tight budget. Are you still driving? Because a lapse in coverage can cost more than the policy itself when you go to get new insurance.\"", "\"That's a tough spot. Let me see what we can put together that keeps you covered without overextending. Staying insured during a gap in employment is actually really important for your rate when things pick back up.\"", "\"I get it. Let me build you something that works right now. A minimal policy keeps you legal and protected — and avoids the rate hit you'd get from a coverage gap.\"", ], neverSay: "Never be dismissive or make them feel bad for their situation.", }, // ── STALL & AVOIDANCE ───────────────────────────────────────────────────── { objection: "I need to think about it.", category: "Stall & Avoidance", color: "#fbbf24", principle: "Thinking about it is almost never about thinking — it's an unexpressed objection. Probe what's actually holding them back.", framework: "Agree: 'Of course.' Investigate: 'Is it the price, the coverage, or the timing?' Respond: Address the real concern, then re-close.", responses: [ "\"Of course — what specifically would you like to think through? If it's the price or the coverage, let's address it right now so you can make a confident decision.\"", "\"Totally fair. Help me understand what's giving you pause — is it the monthly amount, something about the coverage, or something else entirely?\"", "\"I hear you. Most people who say that have a specific concern underneath it. What's the piece that doesn't feel right?\"", ], neverSay: "Never say 'okay, take your time' and hang up — that's a dead end.", }, { objection: "I need to talk to my spouse first.", category: "Stall & Avoidance", color: "#fbbf24", principle: "Respect the process — but try to get both decision makers on the call. If that's not possible, make it easy for them to say yes to their spouse.", framework: "Agree: 'That makes sense.' Investigate: 'Is your spouse available right now?' Respond: Either conference them in or help frame the conversation.", responses: [ "\"That makes total sense — is your spouse available right now? I'd love to walk you both through it so they have the same information you do.\"", "\"Absolutely. What do you think your spouse's main question will be? Let me make sure you have everything you need to walk them through it.\"", "\"Of course — what would help you feel good about presenting this to them? I want to make that conversation easy for you.\"", ], neverSay: "Never push past a spouse objection without trying to get them on the call.", }, { objection: "I want to compare a few more options first.", category: "Stall & Avoidance", color: "#fbbf24", principle: "Shopping is reasonable. But shopping without a baseline is inefficient — help them use your quote as the benchmark.", framework: "Agree: 'Smart move.' Investigate: 'What are you looking for that you haven't seen yet?' Respond: Position your quote as the one to beat.", responses: [ "\"That's smart — you should know your options. What I'd ask is: keep this quote as your baseline. You now know exactly what you're getting for this price. Call me when you have another number and we'll compare.\"", "\"Absolutely. What's the one thing you're hoping to find out there? If I can address it right now, it might save you some time.\"", "\"Fair enough. What would have to be true for you to feel confident choosing today? If there's something specific, let's see if we can close that gap.\"", ], neverSay: "Never say 'you won't find anything better' — you don't know that.", }, { objection: "Just send me a quote by email.", category: "Stall & Avoidance", color: "#fbbf24", principle: "An emailed quote with no context is almost never acted on. Get them to engage verbally — a quote needs explanation to mean anything.", framework: "Agree: 'I can absolutely do that.' Investigate: 'What would you be looking for when you review it?' Respond: Walk through it now, then offer to send as a follow-up.", responses: [ "\"I'll absolutely send it — and I want to make sure it makes sense when you open it. Let me walk through the key numbers with you right now so you know what you're looking at. Takes about two minutes.\"", "\"Of course. Can I ask — what will you be looking at when it comes in? I want to make sure the quote is built to answer the right question.\"", "\"Done. And while I have you — the quote is a lot of numbers without context. What matters most to you so I can point you to the right part when you open it?\"", ], neverSay: "Never just send a quote with no follow-up plan.", }, { objection: "This isn't a good time — call me back later.", category: "Stall & Avoidance", color: "#fbbf24", principle: "If they called you, the timing was right at some point — find out what changed. If they're genuinely busy, set a specific callback time.", framework: "Agree: 'No problem at all.' Investigate: 'What would be the best time?' Respond: Lock in a specific time — not 'I'll try you later.'", responses: [ "\"Of course — when specifically would be a good time? I want to make sure I reach you when you can actually focus on this.\"", "\"Absolutely. Is tomorrow morning or afternoon better for you? I'll put it on my calendar right now.\"", "\"No problem. Can I ask — is there something specific you need before we talk again? I'd rather make the next call worth your time.\"", ], neverSay: "Never say 'I'll try you later' — always lock in a specific time.", }, { objection: "I'm just calling to get a quote — I'm not buying today.", category: "Stall & Avoidance", color: "#fbbf24", principle: "This is preemptive protection against being closed. Acknowledge it — then just do a great job. The best way to get someone to buy today is to not try to get them to buy today.", framework: "Agree: 'Totally fair.' Investigate: Do a thorough discovery anyway. Respond: Present the quote and close naturally — don't reference what they said.", responses: [ "\"Completely fine — let me build you the most accurate quote I can and walk you through exactly what it covers. You'll have everything you need to make a decision on your own timeline.\"", "\"No pressure at all. Let's just focus on getting you the right information. If it makes sense today, great — if not, you'll have a solid baseline.\"", "\"Perfect — let's make sure this quote is actually useful then. Tell me about your situation and I'll build something that reflects what you actually need.\"", ], neverSay: "Never say 'well I'm going to try to get you to buy today anyway' — even as a joke.", }, { objection: "Can I just handle this online instead?", category: "Stall & Avoidance", color: "#fbbf24", principle: "Online self-service often results in underinsured customers. You're the value-add — help them understand why a licensed agent is worth 10 minutes.", framework: "Agree: 'You can, absolutely.' Investigate: 'Have you bought insurance online before?' Respond: Frame what you offer that the website doesn't.", responses: [ "\"You can — and a lot of people do. What I offer that the website doesn't is someone who actually knows what the numbers mean. Most people who buy online end up with minimum limits because nothing pushed back. I'll make sure you're actually covered.\"", "\"Absolutely you can. I'd just ask: when you fill it out online, who's going to tell you if the limits you picked are too low? That's what I'm here for.\"", "\"That's fine — I'll send you a link. Can I ask one question first: do you know what liability limits you want? Because that's where most people get tripped up and I can save you 10 minutes of guessing.\"", ], neverSay: "Never be dismissive of the online option — it's a real alternative. Make your case confidently.", }, // ── LOYALTY & TRUST ─────────────────────────────────────────────────────── { objection: "I'm happy with my current carrier.", category: "Loyalty & Trust", color: "#34d399", principle: "Happy is fine — but happy doesn't mean optimal. Most people haven't reviewed their coverage or price in years.", framework: "Agree: 'That's great.' Investigate: 'When did you last review your coverage?' Respond: Position a review as a win regardless of outcome.", responses: [ "\"That's great — loyalty pays off. When did you last have someone actually review your policy? Not just renew it — review it. Five minutes with me and you'll either feel great about what you have or find out something important.\"", "\"Good to hear. Quick question — do you know your current liability limits? Most people don't. I'd rather you know what you have than find out on a claim.\"", "\"I respect that. All I'd ask is 5 minutes to compare. If everything checks out, you leave with peace of mind. If not, you have options.\"", ], neverSay: "Never trash their current carrier — you don't know the full story.", }, { objection: "I already have insurance / I'm not looking to switch.", category: "Loyalty & Trust", color: "#34d399", principle: "You're not asking them to switch — you're asking them to know their options. Frame it as information, not a pitch.", framework: "Agree: 'Perfect — you're already covered.' Investigate: 'Has anything changed in the last year — new vehicle, moved, added a driver?' Respond: Position a review as routine.", responses: [ "\"Good — that's the right move. Has anything changed in the last year? New car, moved, added someone to the policy? Changes often mean your rate and coverage need a second look.\"", "\"You're ahead of most people. Quick question — when did you last compare your rate? Prices change and your profile changes. Takes 5 minutes to know if you're still in the right place.\"", "\"Understood. I'm not here to move you for the sake of it. But I'd hate for you to be paying more than you should or have a gap you don't know about.\"", ], neverSay: "Never say 'so why are you calling then?' — that's dismissive.", }, { objection: "I had a bad experience with insurance before.", category: "Loyalty & Trust", color: "#34d399", principle: "Don't minimize or dismiss. This is an emotional objection — lead with empathy, then earn trust with specifics.", framework: "Agree: 'That's really frustrating.' Investigate: 'What happened?' Respond: Address the specific experience, explain what you'd do differently.", responses: [ "\"I'm sorry to hear that — what happened? I'd like to understand what went wrong, because the way I work with clients is built around making sure that doesn't happen.\"", "\"That matters and I take it seriously. Can you tell me a little about it? I want to make sure what I'm offering actually addresses what went wrong.\"", "\"That's fair — a bad experience earns skepticism. All I can do is be straight with you about how this works and let you decide. What was the main issue?\"", ], neverSay: "Never say 'that won't happen here' before you know what 'that' was.", }, { objection: "I don't want to give out my personal information.", category: "Loyalty & Trust", color: "#34d399", principle: "Legitimate concern. Explain what you need and why without being defensive. You can't rate without a name and zip code minimum.", framework: "Agree: 'That's completely understandable.' Investigate: 'What specifically concerns you?' Respond: Explain exactly what you need and what you do with it.", responses: [ "\"That's understandable — I can tell you exactly what I need and why. To give you an accurate quote I need your zip code, vehicle info, and driving history. No SSN required to get a quote.\"", "\"Fair enough. At minimum I just need your zip code and vehicle to give you a ballpark. We don't need anything sensitive until you decide to move forward.\"", "\"I get it. The only things I actually need right now are your zip code, vehicle year and model, and approximate driving history. Nothing more than what any agent would need to give you a real number.\"", ], neverSay: "Never say 'don't worry about it' — that dismisses a legitimate concern.", }, { objection: "Insurance companies always deny claims anyway.", category: "Loyalty & Trust", color: "#34d399", principle: "This is a perception built on real experiences — often bad policies, misunderstood coverage, or legitimate disputes. Don't argue. Build credibility.", framework: "Agree: 'That perception exists for a reason.' Investigate: 'Have you had a claim denied personally?' Respond: Explain what causes denials and how proper coverage prevents them.", responses: [ "\"That reputation didn't come from nowhere — some policies are built to be cheap now and difficult later. The difference is understanding exactly what's covered before you need it. That's what I walk through with you.\"", "\"Have you had that experience personally? Because most denials come from coverage gaps people didn't know they had. My job is making sure you know exactly what you have — no surprises.\"", "\"I hear that. The best protection against a denied claim is knowing your policy before you file one. Let me walk you through what this covers and what it doesn't so you're never caught off guard.\"", ], neverSay: "Never say 'we never deny claims' — that's not true and you can't promise it.", }, { objection: "I've been burned by switching before — my rate went up after the first year.", category: "Loyalty & Trust", color: "#34d399", principle: "This is a real and valid experience. Don't minimize it. Explain what causes first-year-to-renewal increases and be transparent.", framework: "Agree: 'That's a legitimate concern.' Investigate: 'Do you know why it went up?' Respond: Explain rate stability factors — claims-free history, telematics, multi-policy.", responses: [ "\"That's a real thing and I won't pretend it isn't. Rates can change at renewal based on your claims history, your area, and market conditions. What I can tell you is what goes into your rate and what you can do to protect it.\"", "\"I hear you. Did you know why it went up — was it a claim, a market adjustment, or something else? Understanding that helps me show you how this situation would be different.\"", "\"That's a fair reason to be cautious. I'll be straight with you — I can't guarantee what the market does at renewal. What I can do is show you what keeps rates stable and make sure you have those factors working for you.\"", ], neverSay: "Never guarantee that your rates won't go up — they can, and promising otherwise erodes trust.", }, { objection: "My friend works in insurance and takes care of me.", category: "Loyalty & Trust", color: "#34d399", principle: "Competing with a personal relationship is almost impossible — and you shouldn't. Focus on whether they're actually getting the best coverage, not just the best price from a friend.", framework: "Agree: 'That's a great resource.' Investigate: 'When did they last review your policy?' Respond: Position a second opinion as responsible, not disloyal.", responses: [ "\"That's a great asset to have. Can I ask — when did they last actually sit down and review your policy, not just renew it? A second set of eyes never hurts, especially when things change.\"", "\"That's a good position to be in. I'm not here to replace that relationship — I just want to make sure you're getting the same level of attention from them that you'd get anywhere else. Do you know your current limits?\"", "\"Respect that. I'd just ask — are they licensed in your state and can they write this specific product? Sometimes a friend in insurance is in a different line. Just worth knowing.\"", ], neverSay: "Never disparage the friend — that's personal and it will backfire.", }, { objection: "I heard this company raises rates every year.", category: "Loyalty & Trust", color: "#34d399", principle: "All carriers adjust rates. This objection is usually about trust and unpredictability. Be honest about how rates work.", framework: "Agree: 'All carriers adjust rates — that's real.' Investigate: 'What would concern you most about a rate change?' Respond: Explain what drives rate changes and what keeps them stable.", responses: [ "\"Every carrier adjusts rates — that's true across the board. What matters is what drives the change. A clean record, bundling, and no claims are the best protection against significant increases.\"", "\"Rate changes happen industry-wide — repair costs, weather, claims data in your area all affect it. What I can show you is what goes into your specific rate and what you can control.\"", "\"That's a fair concern. What I can tell you is what keeps rates stable: driving record, no claims, bundling, and choosing the right coverage from the start. Let's build that for you.\"", ], neverSay: "Never promise your company's rates won't go up — that's not true.", }, { objection: "I saw this company has bad reviews online.", category: "Loyalty & Trust", color: "#34d399", principle: "Don't dismiss reviews — they're real experiences. Acknowledge, provide context, and let your own service speak.", framework: "Agree: 'Reviews are worth reading.' Investigate: 'What specifically did you see?' Respond: Context about how reviews skew, then focus on what you can control.", responses: [ "\"Reviews are worth paying attention to. Most insurance reviews come from claims — people who had a great experience rarely post. What specifically did you see? I'd rather address it directly than wave it off.\"", "\"I hear you. The honest truth is most negative insurance reviews are about claims — which means I can't promise you any specific outcome there. What I can promise is that I'll be straight with you about what you have before you ever need to file one.\"", "\"That's fair to look at. Can I ask what the reviews were about — price, service, or claims? That changes the context a lot. A claims denial because of coverage gaps is different from bad customer service.\"", ], neverSay: "Never say 'those reviews aren't accurate' — you don't know that.", }, // ── COVERAGE ────────────────────────────────────────────────────────────── { objection: "I only want the minimum / I don't need that much coverage.", category: "Coverage", color: "#a78bfa", principle: "State minimum is the legal floor, not adequate protection. You owe it to them to explain what minimum actually means in a real scenario.", framework: "Agree: 'Minimum keeps you legal.' Investigate: 'Do you know what your state minimum actually covers?' Respond: Use a real number to show the exposure gap.", responses: [ "\"Minimum keeps you legal — that's true. But here's what it means in practice: if you cause an accident and the other driver has $80,000 in medical bills, minimum liability pays $25,000. The other $55,000 comes from you personally.\"", "\"I'll build that for you — and I want to show you one number first. If you cause an accident, how much are you personally exposed to with state minimum? Because that number changes how you think about this.\"", "\"That's your call and I'll respect it. Can I show you in 30 seconds what minimum actually looks like when you need to use it? If it still makes sense after that, I'll build it.\"", ], neverSay: "Never just say 'okay' and quote minimum without walking through what it exposes them to.", }, { objection: "I don't drive much — I don't need full coverage.", category: "Coverage", color: "#a78bfa", principle: "Low mileage reduces accident probability — it doesn't reduce the cost of an accident when it happens. Theft and weather don't care how much you drive.", framework: "Agree: 'Lower mileage does lower your risk.' Investigate: 'Is the car financed or paid off?' Respond: Separate the risk of an accident from the cost of comprehensive events.", responses: [ "\"Low mileage does lower your odds of an accident — but if you have a loan, you're required to carry full coverage. And comprehensive — theft, hail, hitting a deer — those happen in your driveway too.\"", "\"That's fair. Do you have a loan on the vehicle? If not, let's look at whether dropping collision makes sense — but I'd want to keep comprehensive because that covers theft and weather damage regardless of how much you drive.\"", "\"Low mileage is actually a discount factor for you. Let me show you what full coverage looks like at your mileage vs. the exposure of going without. The math might surprise you.\"", ], neverSay: "Never say 'you still need full coverage' without explaining why.", }, { objection: "My car is old — it's not worth insuring fully.", category: "Coverage", color: "#a78bfa", principle: "This is actually reasonable for collision — but comprehensive is different. And liability doesn't depend on the car's value at all.", framework: "Agree: 'That logic applies to collision specifically.' Investigate: 'Is the car paid off? What's it worth?' Respond: Distinguish between physical damage and liability — they're unrelated.", responses: [ "\"You're right that collision on an older paid-off car might not pencil out. But liability doesn't depend on your car's value at all — that's about what you could do to someone else. And comprehensive — theft, hail — is still worth looking at depending on the value.\"", "\"That's a reasonable point for collision. Let me show you the split: we drop collision, keep comprehensive and liability. That gets you protection that matters without paying for coverage that doesn't make sense on the vehicle.\"", "\"Fair — what's the car worth? If it's under $5,000 and paid off, collision might not make sense. But comp and liability still do, and those are the coverages that protect you most.\"", ], neverSay: "Never just agree and drop everything — liability is unrelated to vehicle value.", }, { objection: "I never file claims so I'm basically paying for nothing.", category: "Coverage", color: "#a78bfa", principle: "Insurance is for events you can't predict or absorb — the rare thing, not the routine thing. Not filing claims means it's working.", framework: "Agree: 'No claims means no major events — that's good.' Investigate: 'What would happen financially if you totaled your car or caused a serious accident?' Respond: Reframe insurance as protection against catastrophic loss, not routine loss.", responses: [ "\"No claims is the best outcome — that means nothing went seriously wrong. Insurance isn't for routine costs. It's for the $100,000 lawsuit, the totaled car, the event you couldn't predict. The day you need it, you'll be very glad you have it.\"", "\"Not using it is the goal. You don't want to file a claim — that's exactly right. What insurance protects you from is the event that would financially devastate you. The small stuff you handle. This is for the big stuff.\"", "\"That's actually how insurance is supposed to work. The question isn't whether you've used it — it's whether you could absorb a $50,000 liability judgment without it. That's what you're paying for.\"", ], neverSay: "Never say 'you'll be glad you have it someday' — that sounds dismissive of their concern.", }, { objection: "I don't believe in paying for something I never use.", category: "Coverage", color: "#a78bfa", principle: "Insurance is a financial instrument, not a product you consume. Reframe it as risk transfer — you're not paying for an accident, you're paying to not be financially destroyed if one happens.", framework: "Agree: 'That logic applies to a lot of purchases.' Investigate: 'Do you have a financial cushion to absorb a serious loss?' Respond: Frame insurance as the alternative to self-insuring.", responses: [ "\"That's a fair philosophy for a lot of things. For insurance specifically — you're not paying for an accident, you're paying so that one bad day doesn't wipe out everything you've built. It's the cost of keeping a catastrophe from being permanent.\"", "\"I hear that. Here's the flip side: if you don't pay for it, you're self-insuring. Meaning you're betting you can cover a $75,000 liability judgment out of pocket. If you can — that's a valid choice. Most people can't.\"", "\"That logic makes sense for predictable costs. Insurance is specifically for unpredictable ones — the ones you can't budget for because you don't know if or when they'll happen.\"", ], neverSay: "Never be condescending — this is a reasonable philosophical position that deserves a real answer.", }, { objection: "I'm self-employed — I write off my car and handle insurance differently.", category: "Coverage", color: "#a78bfa", principle: "Self-employment doesn't change the personal lines coverage requirement — it may actually complicate it. Business use on a personal auto policy needs to be disclosed.", framework: "Agree: 'Self-employment does change a few things.' Investigate: 'How do you use the vehicle for business?' Respond: Clarify what a personal auto policy covers for business use and where the gap is.", responses: [ "\"Self-employment does add a wrinkle. If you're using the vehicle for business — driving to clients, delivering, anything beyond commuting — that needs to be on the policy. Most personal policies exclude business use. Let me make sure yours is rated correctly.\"", "\"Good to know — the tax write-off is separate from coverage. The question is how you use the vehicle. If it's for business purposes, we may need a business use endorsement to make sure you're actually covered.\"", "\"Interesting — how do you primarily use the car for work? Because the coverage depends on the use. If it's for commuting and errands you're fine. If you drive clients or make deliveries, we need to make sure the policy reflects that.\"", ], neverSay: "Never just rate it as personal use if they've disclosed business use — that's a coverage gap.", }, { objection: "I already have health insurance so I don't need medical payments coverage.", category: "Coverage", color: "#a78bfa", principle: "MedPay and health insurance cover very different things. MedPay pays regardless of fault, covers passengers who may not have health insurance, and fills deductible/copay gaps.", framework: "Agree: 'Health insurance covers a lot.' Investigate: 'Does everyone in the vehicle have health insurance?' Respond: Explain what health insurance doesn't cover in an auto accident.", responses: [ "\"Health insurance is great for your bills. Here's where MedPay fills the gap: it covers your passengers — who may not have health insurance. It also pays your deductibles and copays. And it pays out regardless of who caused the accident, which speeds everything up.\"", "\"Your health insurance covers you — but what about your passengers? If you have a friend in the car and they don't have health coverage, MedPay is what protects them. At $5-10 a month it's one of the most efficient coverages on the policy.\"", "\"Good point. Health insurance does a lot. MedPay is specifically for the gaps — your deductible, your passengers, injuries as a pedestrian. It's not a replacement for health insurance, it works alongside it.\"", ], neverSay: "Never just say 'you still need it' without explaining what health insurance misses.", }, { objection: "I don't need liability that high — I don't have any assets.", category: "Coverage", color: "#a78bfa", principle: "Liability protects future earnings too — not just current assets. Wage garnishment is real. And this is one of the most common misconceptions in personal lines.", framework: "Agree: 'That logic is common.' Investigate: 'Do you have a job or income?' Respond: Explain that judgments attach to future earnings, not just current assets.", responses: [ "\"That's a common thought — and it's worth knowing: liability judgments don't just go after what you have today. They can garnish your wages for years. Future income counts. That's what higher limits protect.\"", "\"No assets right now — understood. But if you cause a $200,000 accident and your liability only covers $25,000, the courts can garnish your wages for the difference. That follows you for a long time.\"", "\"The assets argument makes sense for today. Here's the issue: you're going to have assets someday. Liability judgment liens can sit on your credit and income for 10-20 years. The upgrade is usually very affordable.\"", ], neverSay: "Never say 'you have nothing to lose' — that's not true and it sounds dismissive.", }, { objection: "I don't own anything worth protecting.", category: "Coverage", color: "#a78bfa", principle: "Renters insurance isn't about what you own — it's about what you could owe. Liability, loss of use, and the gap people assume their landlord fills.", framework: "Agree: 'That's worth examining.' Investigate: 'Do you rent?' Respond: Reframe renters insurance around liability and loss of use, not just personal property.", responses: [ "\"Even if your stuff isn't worth much, renters insurance is mostly about liability. If someone slips in your apartment and sues you, or your bathtub overflows and floods the unit below — that's on you. Your landlord's policy doesn't cover your liability.\"", "\"What about your laptop, your clothes, your furniture? Add it up — most renters have more than $10,000 in belongings without realizing it. And then there's liability, which has nothing to do with what you own.\"", "\"The property coverage is just one piece. Renters insurance also covers you if you're displaced — pays for a hotel if your place becomes unlivable. And liability if you accidentally cause damage. For $12-15 a month it covers a lot beyond just your stuff.\"", ], neverSay: "Never skip renters insurance because they downplay their belongings — liability alone makes it worth it.", }, { objection: "I've never had an accident — I don't need that much coverage.", category: "Coverage", color: "#a78bfa", principle: "Past experience is not future protection. A clean record is a great rating factor — it's not a shield against liability.", framework: "Agree: 'A clean record is worth real money.' Investigate: 'What do you think is the risk?' Respond: Separate premium (which a clean record helps) from coverage (which protects regardless).", responses: [ "\"A clean record is great — and it's actually lowering your premium right now. But your record doesn't protect you from what the other person in an accident can sue you for. Coverage does that.\"", "\"No accidents is the goal — and I hope that continues. The coverage isn't for your likelihood of an accident, it's for the cost of one when it happens. Those are very different numbers.\"", "\"Your record is working in your favor on the rate. The question is: if you do have an accident, what do you want the policy to do? That's what the coverage level is about — not your driving history.\"", ], neverSay: "Never say 'you'll probably have one eventually' — that's off-putting and not the point.", }, { objection: "My teenager just got their license — I can't afford to add them.", category: "Coverage", color: "#a78bfa", principle: "Not adding a licensed driver is a coverage gap that can void a claim. Explore every option — good student discount, telematics, higher deductible — but they need to be on the policy.", framework: "Agree: 'Teen drivers do change the premium — that's real.' Investigate: 'Are they getting good grades?' Respond: Work through every discount and present the real number.", responses: [ "\"Teen drivers absolutely affect the rate — that's honest. But here's the risk of not adding them: if they drive and have an accident, the claim could be denied because they weren't listed. Let's find every discount that applies — good student, telematics, higher deductible — and get you a real number.\"", "\"I hear you. Let me build the quote with them on it and show you the actual impact, then we can look at every discount available. Good student discount, usage-based program — those can offset a lot of it.\"", "\"Not adding them is a real exposure. If they're driving your vehicle and aren't listed, you could face a denied claim. Let's get the real number first and then work on what brings it down — good grades, low mileage, autopay, bundle.\"", ], neverSay: "Never suggest not adding a licensed household driver — that's a coverage gap.", }, { objection: "My landlord requires renters insurance but I don't think I need it.", category: "Coverage", color: "#a78bfa", principle: "The landlord requirement is a good entry point. But don't just sell compliance — sell the actual value. Most renters genuinely don't know what it covers.", framework: "Agree: 'Your landlord is actually doing you a favor.' Investigate: 'Do you know what renters insurance covers beyond your stuff?' Respond: Walk through liability and loss of use.", responses: [ "\"Your landlord requires it because they want to make sure you're covered for liability — not just your stuff. If someone gets hurt in your apartment, or you accidentally flood the unit below you, your liability is real. This covers that.\"", "\"Your landlord is actually looking out for you. Renters insurance isn't just for your belongings — it covers you if you're displaced, covers your liability, and most people don't realize it covers stuff stolen from your car too.\"", "\"Good news — renters insurance is usually $12-20 a month. And it does a lot more than most people realize. Let me walk you through it in 2 minutes so you actually understand what you're getting.\"", ], neverSay: "Never just say 'it's required' and leave it there — explain the real value.", }, // ── TIMING ──────────────────────────────────────────────────────────────── { objection: "I just renewed so I'm locked in for the year.", category: "Timing", color: "#93c5fd", principle: "You're never locked in — there's always a cancellation option with a prorated refund. The question is whether switching makes financial sense.", framework: "Agree: 'Renewals do create inertia.' Investigate: 'How recently did you renew?' Respond: Explain that mid-term cancellations work and walk through the math.", responses: [ "\"You're not locked in — you can cancel a policy at any time and get a prorated refund for the unused days. The question is whether the savings justify the switch. Let me build a quote and we'll run the math together.\"", "\"That's a common assumption — but insurance policies can be cancelled anytime. You'd get a refund for the remaining days. If the numbers work out, there's no reason to wait.\"", "\"Renewals create momentum but not contracts. If the savings are real, switching mid-term still makes sense. Want to see the actual numbers before deciding?\"", ], neverSay: "Never say 'you'll have to wait until renewal' — that's not accurate and it costs you the sale.", }, { objection: "I'm moving soon — I'll deal with insurance after I settle in.", category: "Timing", color: "#93c5fd", principle: "A move is actually the perfect time to review insurance — new state means new minimums, new rates, possibly new carrier options.", framework: "Agree: 'Moving is a lot.' Investigate: 'Where are you moving to?' Respond: Position the move as a reason to act now, not later.", responses: [ "\"Moving is actually one of the best times to review your insurance — new state, new rates, new minimums. If you're moving across state lines, your current policy may need to change anyway. Let's get ahead of it now.\"", "\"I totally get it — moving is a lot. Where are you heading? Because if it's a different state, your coverage requirements change. Better to sort it out now than scramble on moving day.\"", "\"Here's the thing about moving: your rate changes, your coverage requirements may change, and your home situation changes. That's three reasons to look at this now rather than after the chaos settles.\"", ], neverSay: "Never say 'okay, call me when you're settled' — that call rarely happens.", }, { objection: "I'm closing on my house next month — I'll call back then.", category: "Timing", color: "#93c5fd", principle: "Lenders require proof of homeowners insurance at closing — often days before. Getting coverage lined up early removes stress at closing.", framework: "Agree: 'Closing is a great trigger.' Investigate: 'When is your closing date?' Respond: Explain lender requirements and position yourself as the person to handle it.", responses: [ "\"Perfect timing — your lender is going to require proof of homeowners insurance before they release funds. That often needs to be submitted a few days before closing. Let's get that lined up now so there are no surprises on closing day.\"", "\"Good to know. Your lender will ask for a declarations page showing coverage effective on the closing date — sometimes with very little notice. Getting this done now means one less thing on closing day.\"", "\"Actually — let's not wait. Your lender will need proof of insurance and they usually give you a short deadline. I can have your policy and dec page ready well before closing. Want to handle that now?\"", ], neverSay: "Never just say 'call me back then' — you're leaving a time-sensitive opportunity on the table.", }, // ── PRICE (additional) ──────────────────────────────────────────────────── { objection: "I'm a good driver — why is my rate this high?", category: "Price", color: "#f87171", principle: "A clean driving record is worth real money — but it's one factor among many. The vehicle, location, credit, and coverage level all affect the premium. Don't get defensive.", framework: "Agree: 'Your record absolutely works in your favor.' Investigate: 'Do you know what's driving the current rate — is it the vehicle, your location, or the coverage level?' Respond: Break down what goes into the rate so the number makes sense.", responses: [ "\"Your record definitely helps — and it is factored in. What also affects your rate is the vehicle itself, where you live, and what coverage you're carrying. Let me walk you through what's making up this number so it makes sense.\"", "\"A clean record is exactly what earns the best available rate for your situation. Let me show you what's contributing to it — sometimes it's the vehicle, sometimes it's the coverage level. Either way, I want you to understand what you're paying for.\"", "\"That's a fair question and you deserve a real answer. Can I walk you through what goes into your rate? It's not just the driving record — and once you see the breakdown, the number usually makes a lot more sense.\"", ], neverSay: "Never say 'I don't set the rates' — that's a deflection. Own it and explain it.", }, { objection: "Can't you just match what I'm paying now?", category: "Price", color: "#f87171", principle: "You don't know what they're paying for. Matching a number without knowing the coverage behind it is a race to the bottom. Redirect to coverage comparison.", framework: "Agree: 'I want to find you the best value.' Investigate: 'What coverage does your current policy include?' Respond: Build the comparison on coverage, not just price.", responses: [ "\"I'd love to get you to a number that works — but I want to make sure we're matching coverage, not just price. Can you tell me what you have right now? Because a lower number that leaves you exposed isn't actually a better deal.\"", "\"That's the goal. To do that accurately, I need to know what you currently have so I'm comparing the same thing. What are your liability limits? What's your deductible?\"", "\"I'll do my best — and the way I do that is by making sure we're building the same policy, not a stripped-down version. Walk me through what you have and I'll tell you exactly where we land.\"", ], neverSay: "Never agree to match a number before you know what the coverage is.", }, { objection: "I can't pay more than $X a month — that's my budget.", category: "Price", color: "#f87171", principle: "A hard budget is real. Work within it — but never just drop coverage silently to hit the number. Show the trade-offs explicitly.", framework: "Agree: 'Absolutely — let's work within that.' Investigate: 'Can I show you what we can build for that amount and what the trade-offs are?' Respond: Present the best policy you can build at that budget, then explain what each choice means.", responses: [ "\"Absolutely — let's see what we can build for that number. I want to be upfront about the trade-offs so you know exactly what you're getting. Can I show you two options — one that fits the budget and one that gives you a little more?\"", "\"I can work with that. Here's what I'd build within $X — and I'll tell you exactly what's included and what's not so there are no surprises. Sound good?\"", "\"That works as a starting point. Let me show you the best I can do within that budget and we'll go from there. I won't cut corners without telling you.\"", ], neverSay: "Never silently drop coverage to hit a number without explaining what was removed.", }, // ── STALL & AVOIDANCE (additional) ──────────────────────────────────────── { objection: "I need to check with my bank first.", category: "Stall & Avoidance", color: "#fbbf24", principle: "Usually this means they're not sure they can afford it, or they're stalling. Address the real concern directly.", framework: "Agree: 'Of course.' Investigate: 'Is it the payment method you want to confirm, or the budget?' Respond: If it's payment, explain the options. If it's budget, address that.", responses: [ "\"Of course. Is it the payment you want to confirm, or are you checking on the budget side of it? Because if it's about payment method, I can walk you through all the options right now.\"", "\"Absolutely. Quick question — is it about making sure the funds are available, or is there something about the coverage you want to think through first? I want to make sure we address the right thing.\"", "\"No problem at all. What time today would work to circle back? I'll hold this quote until then so you don't have to start over.\"", ], neverSay: "Never just say 'okay, call me back' — try to identify the real blocker.", }, { objection: "Let me look at your reviews online before I commit.", category: "Stall & Avoidance", color: "#fbbf24", principle: "This is a trust-building moment. Don't fight it — encourage it. But also try to address the underlying concern right now.", framework: "Agree: 'That's a smart move.' Investigate: 'Is there something specific you're concerned about?' Respond: Address the real concern, then give them a specific time to reconnect.", responses: [ "\"That's smart — I'd do the same thing. Can I ask what specifically you'd be looking for? Because if there's a concern I can address right now, I'd rather do that than have you find something and wonder.\"", "\"Absolutely go look. What I'll tell you is that most insurance reviews are about claims — and the best way to avoid a bad claim experience is to make sure your coverage is right before you ever need it. That's what I do.\"", "\"Go ahead — and when you're done, call me back. I'll hold the quote. What time tonight works for you?\"", ], neverSay: "Never say 'don't worry about what you read online' — that makes them more suspicious.", }, { objection: "I want to talk to my current agent before switching.", category: "Stall & Avoidance", color: "#fbbf24", principle: "Perfectly reasonable. The risk is they never call back after talking to the agent. Help them frame the conversation — and get a specific callback time.", framework: "Agree: 'Totally fair.' Investigate: 'What will you ask them?' Respond: Help them frame what to ask the current agent, then lock in a specific time.", responses: [ "\"That makes complete sense. When you talk to them, ask specifically: what are my current liability limits, and when did I last have a real coverage review — not just a renewal? Those two questions will tell you a lot. When do you think you'll speak with them?\"", "\"Absolutely — it's good to be thorough. What are you hoping they say? I ask because if there's something they could offer that would change your mind, I'd like to know if I can address it now.\"", "\"Of course. Call them — and if they can beat what I've shown you on coverage and price, you should stay. If not, call me back. What time tomorrow works?\"", ], neverSay: "Never badmouth their current agent — that's personal and will backfire.", }, // ── LOYALTY & TRUST (additional) ────────────────────────────────────────── { objection: "I've had the same agent for 20 years.", category: "Loyalty & Trust", color: "#34d399", principle: "Loyalty to a person is different from loyalty to a carrier. Acknowledge the relationship — then ask if the coverage has kept up.", framework: "Agree: 'That relationship means something.' Investigate: 'When did they last actually review your policy — not just renew it?' Respond: Position a second opinion as responsible, not disloyal.", responses: [ "\"That relationship matters and I respect it. Can I ask — in 20 years, has your agent sat down with you and done a real coverage review? Not just renewed, but actually looked at your limits, your vehicles, your home value? Because a lot changes in 20 years.\"", "\"20 years is a real relationship. I'm not trying to replace that. I'd just ask: when did they last proactively reach out to make sure your coverage matched your life today? That's the question.\"", "\"I respect that loyalty. All I'd ask for is 10 minutes to show you what your coverage looks like today. If everything checks out, you'll feel great about your agent. If there are gaps, you'll want to know.\"", ], neverSay: "Never suggest their agent hasn't been doing their job — you don't know the full picture.", }, { objection: "I don't like buying insurance over the phone — I want to sit down with someone.", category: "Loyalty & Trust", color: "#34d399", principle: "Legitimate preference. Address the comfort concern directly — most people do this over the phone now, but their concern is about trust and clarity, not the medium.", framework: "Agree: 'That preference makes sense.' Investigate: 'What specifically concerns you about doing it by phone?' Respond: Address the real concern — usually it's about understanding what they're getting.", responses: [ "\"I completely understand that. What usually concerns people about doing it by phone is making sure they actually understand what they're getting. That's exactly what I focus on — walking you through every piece so nothing is unclear. What would make you feel comfortable?\"", "\"Fair enough — what specifically concerns you about the phone? Because most of the time it's about making sure nothing gets missed, and that's something I can address right here.\"", "\"I get it. Here's what I'll do: I'll walk you through everything slowly, I'll explain every coverage in plain language, and before we finish I'll summarize what you have. By the end of this call you'll know your policy better than most people who sat across a desk from someone.\"", ], neverSay: "Never dismiss the concern or say 'everyone does it by phone now' — that's dismissive.", }, { objection: "My family has always used the same company — it's just what we do.", category: "Loyalty & Trust", color: "#34d399", principle: "Family loyalty is emotional, not rational. Respect it — but open the door to a comparison without making them feel they'd be betraying their family.", framework: "Agree: 'Family tradition matters.' Investigate: 'Do you know if they've compared rates recently?' Respond: Frame a review as responsible stewardship, not disloyalty.", responses: [ "\"That tradition means something — and I'm not here to break it. Can I ask one question: does anyone in your family know if you're getting the best deal with them, or have you all just stayed out of habit? There's a difference.\"", "\"I respect that. Family recommendations carry real weight. Has anyone compared rates recently, or has it just been on autopilot? Because your situation is probably different from when your parents set that up.\"", "\"Loyalty to a company that's earned it is smart. All I'd ask is: when did you last confirm they've still earned it? Five minutes with me tells you one way or the other.\"", ], neverSay: "Never suggest their family is wrong — frame it as making sure the tradition is still the right call.", }, // ── COVERAGE (additional) ────────────────────────────────────────────────── { objection: "I already have full coverage — I don't need anything else.", category: "Coverage", color: "#a78bfa", principle: "'Full coverage' is not a defined term. It usually means comp and collision were added, but it says nothing about liability limits, UM/UIM, MedPay, or gap. Most customers think they have more than they do.", framework: "Agree: 'Great that you have comp and collision.' Investigate: 'What are your liability limits? Do you have UM/UIM?' Respond: Explain what 'full coverage' actually means — and what it doesn't.", responses: [ "\"'Full coverage' is one of those terms that means different things to different people. It usually means you have comp and collision — which is great. But it doesn't tell me your liability limits or whether you have uninsured motorist. Can I ask what your limits are?\"", "\"That's good to hear. Do you know what 'full coverage' includes exactly? Because comp and collision protect your car — but the coverage that protects you from being sued is the liability side. What limits are you carrying?\"", "\"Full coverage is a good start. What I'd want to look at is the liability side — because if your limits are at state minimum, you could have comp and collision and still have a major gap if you cause a serious accident.\"", ], neverSay: "Never agree that 'full coverage' is enough without asking what it actually includes.", }, { objection: "I don't need roadside — I have AAA.", category: "Coverage", color: "#a78bfa", principle: "Perfectly valid. Don't push coverage they already have. Acknowledge it and move on — this one is fine to drop.", framework: "Agree: 'AAA is great for that.' Respond: Remove it from the quote and move on. Don't dwell.", responses: [ "\"AAA is great for roadside — no need to double up. I'll remove that from the quote. Let's make sure everything else is dialed in.\"", "\"Totally — that's covered. I'll take it off. The more important piece is making sure your liability limits are right. Let me walk you through that.\"", "\"Good call — no reason to pay for it twice. Done. Now let me show you where the real value is in this policy.\"", ], neverSay: "Never push roadside coverage on someone who already has AAA — know when to let it go.", }, { objection: "I live in an apartment — I don't need homeowners insurance.", category: "Coverage", color: "#a78bfa", principle: "They're right that they don't need homeowners — but renters insurance is a different product and they almost certainly do need it. Reframe, don't correct.", framework: "Agree: 'You're right — homeowners isn't for renters.' Respond: Explain renters insurance as a separate, relevant product. Never make them feel dumb.", responses: [ "\"You're absolutely right — homeowners isn't the right product for a renter. What is right for you is renters insurance, which is a different thing entirely. It covers your belongings, your liability, and your living expenses if your place becomes uninhabitable. And it's usually $12-20 a month.\"", "\"Correct — you don't need homeowners. What you might want is renters insurance, which protects your stuff and your liability inside the apartment. Your landlord's policy covers the building — not what's inside your unit.\"", "\"Right — different product. Renters insurance is what covers your belongings and liability as a tenant. Most landlords require it. It's $12-20 a month and it covers your TV, your laptop, your clothes, and if someone gets hurt in your apartment.\"", ], neverSay: "Never say 'you're wrong' or make them feel like they should have known the difference.", }, // ── TIMING (additional) ─────────────────────────────────────────────────── { objection: "I'm in the middle of a claim right now.", category: "Timing", color: "#93c5fd", principle: "An open claim can affect binding with some carriers. Don't pretend it won't — but also don't immediately shut the door. Ask what the claim is.", framework: "Agree: 'That's worth knowing.' Investigate: 'What type of claim is it and what stage is it in?' Respond: Be honest about what that means for switching, and offer to follow up when it's resolved.", responses: [ "\"Good to know — that's worth talking through. What type of claim is it? Some carriers can still write you, depending on the type and stage. Others prefer to wait until it's closed. Let me get the details and I'll tell you exactly where we stand.\"", "\"That can affect things depending on the carrier. Can you tell me what the claim is for and where it is in the process? I want to give you an accurate answer, not just assume.\"", "\"Understood. Some claims won't affect binding, others might. Let's talk through what it is and I'll tell you what your options are. You may still be able to switch — or it might make sense to wait. Either way I want you to know.\"", ], neverSay: "Never say 'no problem' about an open claim without actually knowing — you could be setting a false expectation.", }, { objection: "I just got married — we're going to figure all this out together later.", category: "Timing", color: "#93c5fd", principle: "Getting married is exactly the right time to combine and review insurance — don't let them delay. Frame it as part of getting started right, not a burden.", framework: "Agree: 'Congratulations.' Respond: Frame insurance consolidation as one of the smart early financial moves — not something to push off.", responses: [ "\"Congratulations! Here's the thing — right after getting married is actually the best time to look at this. You're combining households, combining vehicles, and combining liability exposure. Getting it sorted now means one less thing on your plate. Takes 20 minutes.\"", "\"That's exciting — and the consolidation conversation you're about to have with your spouse is exactly what I can help with. Two cars, combined household, possibly combining policies — that's where the savings usually are. Want to at least look at it now?\"", "\"Congratulations! I hear you on doing it later — but later tends to stay later. One quick thing: if you have two separate policies right now and haven't combined them, you're probably leaving money on the table. Worth 10 minutes today?\"", ], neverSay: "Never downplay the life event — acknowledge it genuinely before making any ask.", }, { objection: "I'm waiting to hear about a job — I don't know where I'll be living.", category: "Timing", color: "#93c5fd", principle: "Uncertainty about location doesn't mean they don't need coverage. They still need to drive today. Help them get covered now and make changing easy.", framework: "Agree: 'That's a lot up in the air.' Respond: Address the here and now — they still need to drive. Explain how easy it is to update a policy when things change.", responses: [ "\"I get it — a lot is uncertain right now. But here's what isn't: you're still driving today, and you still need coverage today. We can set you up with what makes sense for your current situation and update your address and coverage when things land. That's an easy change.\"", "\"That's totally understandable. The good news is your policy follows you — changing an address takes five minutes. What you need right now is coverage, regardless of where you end up. Let's get you protected today.\"", "\"Makes sense. Here's the thing — wherever you land, you'll still need car insurance. Getting covered now means you're protected during the transition. Changing your address later is simple. Let's get the policy in place.\"", ], neverSay: "Never suggest waiting until they know where they'll live — a lapse in coverage is worse than the uncertainty.", }, ]; export const CLOSE_SCENARIOS = [ { id:1, setup:"Home + Auto Bundle", context:"You've presented a home and auto bundle. The customer said 'that sounds pretty good.' Close it.", customerState:"warm" }, { id:2, setup:"Auto Only Quote", context:"Marcus just heard his auto quote. He hasn't said yes or no — he went quiet. Close it before he stalls.", customerState:"neutral" }, { id:3, setup:"After Price Objection", context:"Diana pushed back on price. You acknowledged it and reframed the value. She seems satisfied. Now close it.", customerState:"skeptical" }, { id:4, setup:"New Homebuyer — Closing Next Week", context:"Diana just bought a home and needs homeowners insurance before her closing date. You've walked her through coverage and she's satisfied. Her lender is waiting on proof of insurance. Close it.", customerState:"warm" }, { id:5, setup:"Bundle Discovery", context:"Robert called for auto only. You discovered he rents and doesn't have renters insurance. He's open to looking at it. Close the bundle.", customerState:"neutral" }, { id:6, setup:"End of Call — Everything Went Well", context:"The call went smoothly, coverage explained, questions answered. The customer hasn't objected to anything. Close it.", customerState:"warm" }, { id:7, setup:"Overwhelmed Customer — Simplified", context:"Sandra was overwhelmed, so you slowed down and simplified. She now understands and said 'okay that makes sense.' Close it.", customerState:"neutral" }, { id:8, setup:"After Think About It", context:"Kevin said he needed to think about it. You probed, found the real concern was price, and reframed the value. He's back. Close it.", customerState:"skeptical" }, ]; export const FRAMEWORK = [ { tag:"Big 4 #1", text:"Power of First 20 Seconds — tone + energy wins the open" }, { tag:"Big 4 #2", text:"Guided Coverage Conversation (GCC) — transition to coverages after uncovering needs" }, { tag:"Big 4 #3", text:"Protect the Whole Customer — bundle, always" }, { tag:"Big 4 #4", text:"Ask for the Sale — every presentation ends with a clear ask" }, { tag:"Mantra", text:"Assume the Bundle. Assume the Sale." }, { tag:"Language", text:"Lead with value and protection — build the case first. Discounts and savings are fine as a supporting point, never as the opening move." }, { tag:"Objection",text:"\"I hear you and I've got you\" — then pivot to value" }, { tag:"Listen", text:"Listen to pay attention, not to respond" }, ]; // ─── STATE QUICK REFERENCE ─────────────────────────────────────────────────── export const RATE_FACTORS = [ { category:"Driving Record", color:"#f87171", icon:"🚗", factors:[ { name:"At-fault accidents", impact:"↑↑↑", detail:"Each at-fault accident typically raises rates 20-40%. Stays on record 3-5 years depending on state." }, { name:"DUI / DWI", impact:"↑↑↑", detail:"Major rate increase, often 50-100%+. Requires SR-22 in most states. Stays on record 3-10 years." }, { name:"Reckless driving", impact:"↑↑↑", detail:"Treated similarly to DUI. Significant rate increase, often requires SR-22." }, { name:"Speeding tickets (major)", impact:"↑↑", detail:"15+ mph over limit or excessive speed. Raises rates 20-30%." }, { name:"Speeding tickets (minor)", impact:"↑", detail:"Under 15 mph over. Raises rates 10-15%. Multiple violations compound." }, { name:"Not-at-fault accidents", impact:"↑", detail:"Some carriers rate on not-at-fault claims. Frequency of involvement matters." }, { name:"Defensive driving course", impact:"↓", detail:"Approved course completion can offset a minor violation or earn a small discount." }, { name:"Clean record (3+ years)", impact:"↓↓", detail:"Violation-free history is one of the strongest ongoing rating factors. Every clean year helps." } ], }, { category:"Vehicle", color:"#fbbf24", icon:"🚙", factors:[ { name:"High theft rate", impact:"↑↑", detail:"High-theft vehicles (certain SUVs, trucks, Kia/Hyundai models) carry significantly higher comprehensive rates." }, { name:"Luxury / import repair cost", impact:"↑↑", detail:"European and luxury vehicles cost substantially more to repair. Higher parts and labor = higher collision rates." }, { name:"High-performance vehicle", impact:"↑↑", detail:"Sports cars and high-horsepower vehicles carry higher rates due to accident severity and speed capability." }, { name:"Vehicle use — business/rideshare", impact:"↑↑", detail:"Business use, rideshare, or delivery must be disclosed. Coverage can be voided on a claim if not noted." }, { name:"New vehicle", impact:"↑", detail:"Higher replacement value = higher comp/collision premium. New car replacement coverage adds further." }, { name:"Annual mileage", impact:"↑/↓", detail:"Higher annual miles = more exposure. Low-mileage drivers often qualify for usage-based discounts." }, { name:"Vehicle age", impact:"↓", detail:"Older vehicles generally cost less to insure — especially when dropping comp/collision on paid-off cars." }, { name:"Safety ratings", impact:"↓", detail:"High NHTSA/IIHS ratings lower rates. Mention this when customers ask why premiums differ by vehicle." }, { name:"Anti-theft devices", impact:"↓", detail:"Factory alarm, GPS tracker, or immobilizer can lower comprehensive rates." } ], }, { category:"Driver Profile", color:"#60a5fa", icon:"👤", factors:[ { name:"Age — teen (16-19)", impact:"↑↑↑", detail:"Highest risk category. Adding a teen driver can double a premium. Improves significantly after 25." }, { name:"Age — young adult (20-24)", impact:"↑↑", detail:"Still elevated risk vs. experienced drivers. Rates improve progressively through the 20s." }, { name:"Age — senior (65+)", impact:"↑", detail:"Rates increase gradually after 65 due to reaction time and accident statistics." }, { name:"Credit score", impact:"↑↑/↓↓", detail:"Used in most states (not CA, HI, MA, MI). Poor credit can raise rates 50-100%+. Strong credit is a significant positive factor." }, { name:"Gender", impact:"↑/↓", detail:"Young males typically pay more. Gap narrows with age. Not used in all states." }, { name:"Age — prime (25-65)", impact:"↓", detail:"Most experienced, lowest-risk age range. Best rates available in this window." }, { name:"Marital status", impact:"↓", detail:"Married drivers statistically file fewer claims. Small discount in most states." }, { name:"Years licensed", impact:"↓", detail:"More years licensed = more experience = lower rates. Important for new-to-US drivers." }, { name:"Occupation / affinity group", impact:"↓", detail:"Some carriers discount teachers, military, first responders, and certain employer groups." } ], }, { category:"Coverage Choices", color:"#4ade80", icon:"📋", factors:[ { name:"Adding umbrella", impact:"↑ small", detail:"$1M umbrella is typically $15-30/month but provides massive liability protection above auto and home limits." }, { name:"Higher liability limits", impact:"↑", detail:"Moving from state minimum to 100/300/100 adds modest premium but dramatically increases protection." }, { name:"Adding UM/UIM", impact:"↑ small", detail:"Uninsured motorist coverage is inexpensive relative to the protection — always recommend." }, { name:"Dropping comprehensive on old vehicle", impact:"↓", detail:"Removes theft/weather coverage. Only consider on very low-value vehicles in low-risk areas." }, { name:"Higher deductible", impact:"↓↓", detail:"Going from $500 to $1,000 deductible typically saves 10-20% on comp/collision. Customer absorbs more of a loss." }, { name:"Dropping collision on old vehicle", impact:"↓↓", detail:"Removes collision. Only appropriate for paid-off vehicles under ~$5,000 with no loan requirement." } ], }, { category:"Home Factors", color:"#a78bfa", icon:"🏠", factors:[ { name:"Roof age and type", impact:"↑↑", detail:"Roof age is one of the biggest home rating factors. 10+ year roofs cost more. Metal/impact-resistant roofs get discounts." }, { name:"Prior home claims", impact:"↑↑", detail:"Water damage and weather claims on record raise rates and can affect insurability. Multiple claims = difficult to write." }, { name:"Year built", impact:"↑ older", detail:"Older homes have older electrical, plumbing, and HVAC — higher risk of fire and water claims." }, { name:"Home-based business", impact:"↑", detail:"Operating a business from home may require endorsement. Standard homeowners excludes business liability." }, { name:"Trampoline / pool / dog", impact:"↑", detail:"Liability hazards. Some carriers exclude certain dog breeds. Trampolines may require safety endorsement." }, { name:"Home construction type", impact:"↑/↓", detail:"Frame construction is higher risk than masonry/brick. Type affects fire and wind coverage." }, { name:"Distance to fire station/hydrant", impact:"↑/↓", detail:"Closer to a fire station = lower rates. Rural homes far from fire protection pay significantly more." }, { name:"Renovation / updated systems", impact:"↓", detail:"Updated electrical, plumbing, and HVAC lower rates. New roof is one of the strongest home discounts." } ], }, { category:"Location", color:"#93c5fd", icon:"📍", factors:[ { name:"Weather exposure", impact:"↑↑", detail:"Hail-prone areas (TX, OK, CO), hurricane zones (FL, coastal states), and tornado corridors raise rates significantly." }, { name:"Coastal proximity", impact:"↑↑", detail:"Wind and flood risk near coastlines. Some carriers won't write or charge significant surcharges near water." }, { name:"Urban vs rural", impact:"↑ urban", detail:"Urban areas have more accidents, theft, and claims. Rural areas generally lower rates." }, { name:"Crime / theft rate", impact:"↑", detail:"High-crime ZIP codes raise comprehensive (auto) and home rates. Can vary block by block." }, { name:"State laws and litigation", impact:"↑/↓", detail:"No-fault states, high-litigation states (FL, LA, MI), and uninsured driver rates all affect base rates by state." }, { name:"Garage vs street parking", impact:"↓", detail:"Garaged vehicles have lower theft and weather exposure. Small but real auto discount." } ], }, { category:"Discounts & Programs", color:"#34d399", icon:"💰", factors:[ { name:"Good student", impact:"↓", detail:"Full-time student with 3.0+ GPA, under 25. Usually 5-15% discount. Always ask when a teen is on the policy." }, { name:"New homeowner", impact:"↓", detail:"Recently purchased home. Newer ownership often indicates newer purchase price and lower claims history." }, { name:"New car", impact:"↓", detail:"Brand new vehicles may qualify for a new car discount separate from collision coverage." }, { name:"Prior continuous coverage", impact:"↓", detail:"No lapse in coverage. Gaps in insurance history raise rates. Emphasize when a customer is switching." }, { name:"Pay in full", impact:"↓", detail:"Paying the full term upfront removes installment fees. Usually $30-80 savings depending on premium." }, { name:"Autopay / automatic payment", impact:"↓", detail:"Setting up automatic recurring payments typically earns a small discount and eliminates installment fees." }, { name:"Paperless billing", impact:"↓ small", detail:"Opting into electronic documents/billing earns a small discount at most carriers." }, { name:"Loyalty / renewal", impact:"↓", detail:"Long-term customers earn better rates over time. Counteracts rate increases to some degree." }, { name:"Military / first responder", impact:"↓", detail:"Active duty, veterans, police, fire, EMTs qualify for discounts at many carriers. Always ask." }, { name:"Early quote / early signing", impact:"↓", detail:"Getting a quote or binding coverage before the current policy expires earns a small discount." }, { name:"Multi-car", impact:"↓↓", detail:"Two or more vehicles on the same policy. Usually 10-20% per vehicle. Always ask how many cars are in the household." }, { name:"Claims-free history", impact:"↓↓", detail:"Each year without a claim improves your rate. 3-5 years clean is significant. Mention on every renewal conversation." }, { name:"Telematics / usage-based", impact:"↓↓", detail:"Safe, low-mileage drivers tracked via carrier app can save meaningfully. Many carriers offer an immediate discount just for enrolling." }, { name:"Multi-policy bundle", impact:"↓↓↓", detail:"The single largest available discount. Bundling auto+home or auto+renters typically saves 10-25%+ on each policy. Lead with this every call." } ], }, ]; // ─── COVERAGE EXPLAINERS ────────────────────────────────────────────────────── export const OPENER_SCENARIOS = [ { id:1, type:"Immediately asks price", setup:"I just want to know how much it costs. What's the cheapest you can do?", goal:"Redirect to discovery without dismissing their concern. Never quote before understanding the situation.", difficulty:"Beginner" }, { id:2, type:"Shopping caller", setup:"Hi, I'm just shopping around, getting a few quotes. I already have insurance, just want to compare.", goal:"Keep them engaged. Pivot to a coverage review without making them feel pressured.", difficulty:"Beginner" }, { id:3, type:"Rushed caller", setup:"I only have like five minutes, can you just give me a quick quote?", goal:"Respect the time, stay in control, get the key discovery questions in efficiently.", difficulty:"Intermediate" }, { id:4, type:"Hostile opener", setup:"I've been on hold for 20 minutes. I'm already frustrated.", goal:"Lead with empathy and de-escalate before doing anything else. Do not match their energy.", difficulty:"Intermediate" }, { id:5, type:"Silent / low energy caller", setup:"Yeah. Uh. Hi. (and doesn't say anything else)", goal:"Carry the energy. Ask an open-ended question to get them talking.", difficulty:"Beginner" }, { id:6, type:"Highly informed caller", setup:"I already know what I want — 100/300/100, $500 deductible, no rental. Just build me the quote.", goal:"Honor their knowledge while still completing discovery. Don't skip bundling.", difficulty:"Intermediate" }, { id:7, type:"Previous bad experience", setup:"I used to have this coverage years ago but left. I'm not sure I want to come back — convince me.", goal:"Acknowledge the past relationship, don't get defensive, rebuild trust and pivot to current value.", difficulty:"Advanced" }, { id:8, type:"Referred caller", setup:"My coworker told me to call you guys, she said you gave her a great deal.", goal:"Use the warm referral energy. Don't just build a quote — build a relationship.", difficulty:"Beginner" }, ]; // ─── BUNDLE SCENARIOS ───────────────────────────────────────────────────────── export const BUNDLE_SCENARIOS = [ { id:1, type:"Auto caller — renter", setup:"Customer called for auto insurance. During discovery they said they rent an apartment. They haven't mentioned renters insurance.", goal:"Surface the renters bundle naturally. Don't make it feel like an upsell.", product:"Auto → Renters", difficulty:"Beginner" }, { id:2, type:"Auto caller — homeowner", setup:"Customer called for auto insurance. They own their home. Their home insurance is with State Farm.", goal:"Pivot to the home bundle. Frame it as a review, not a competitive pitch.", product:"Auto → Home", difficulty:"Intermediate" }, { id:3, type:"Auto caller — dismisses bundle", setup:"Customer called for auto only. You asked about their home and they said 'I'm not interested in changing my home insurance.'", goal:"Handle the resistance and keep the door open without being pushy.", product:"Auto → Home (resistance)", difficulty:"Intermediate" }, { id:4, type:"Home caller — no auto mentioned", setup:"Customer called for home insurance for a new purchase. They haven't mentioned their auto coverage at all.", goal:"Bring auto into the conversation naturally and present the bundle value.", product:"Home → Auto", difficulty:"Beginner" }, { id:5, type:"Renters caller — has auto elsewhere", setup:"Customer called for renters insurance. They mentioned their auto is with GEICO and they've been happy with them.", goal:"Show the bundle math — renters + auto may be less than their auto alone.", product:"Renters → Auto (bundle savings angle)", difficulty:"Advanced" }, { id:6, type:"Multi-vehicle household", setup:"Customer has two cars on their current policy. They own a home. Everything is split across two carriers.", goal:"Consolidate everything. Present the multi-car + home bundle total vs what they're paying across two carriers.", product:"Multi-vehicle + Home consolidation", difficulty:"Advanced" }, ]; // ─── EMPATHY SCENARIOS ──────────────────────────────────────────────────────── export const EMPATHY_SCENARIOS = [ { id:1, situation:"Just totaled their car — calling to get new coverage", customerLine:"I just totaled my car yesterday. I wasn't hurt but I'm shaken up and now I need to get insurance on a new car I just bought. I'm still kind of in shock.", context:"New buyer, emotionally drained from accident, trying to get back on their feet. Not a service call — they need new coverage.", goal:"Lead with care for the person before moving into the quote. Acknowledge what they just went through before asking anything.", difficulty:"Beginner" }, { id:2, situation:"Caller is terrified of the price before they even hear it", customerLine:"Hi, I need to get car insurance but I'm honestly dreading this call because last time I shopped around the prices were just ridiculous. I really can't afford to overpay right now.", context:"New buyer, financially anxious, already defensive before the conversation starts. Not a service call — they need new coverage but expect bad news.", goal:"Disarm the anxiety immediately. Lead with warmth and confidence before any numbers are discussed.", difficulty:"Beginner" }, { id:3, situation:"Senior caller on fixed income — needs affordable coverage", customerLine:"Hi, I'm 72 years old and I'm on a fixed income. I need to get car insurance but I'm really worried about the cost. I can't afford much.", context:"Senior buyer, genuinely budget-constrained, calling to get new coverage. Not a service call.", goal:"Validate the budget concern without dismissing it. Show you can work within their constraints without leading with minimum coverage.", difficulty:"Intermediate" }, { id:4, situation:"Claim denial frustration — calling to switch carriers", customerLine:"I've been with my current insurance company for years and they just denied something I thought I was covered for. I'm done with them. I'm calling you because I want to switch but honestly I don't trust insurance companies right now.", context:"Caller has been burned and is skeptical. They ARE calling to buy — they just need to trust you first. This is a new sales call, not a service call.", goal:"Acknowledge the frustration with their old carrier without bashing them. Earn trust before moving to any coverage conversation.", difficulty:"Intermediate" }, { id:5, situation:"Recently widowed — needs her own policy for the first time", customerLine:"My husband passed away last month and he always handled all of our insurance. I need to get my own policy now and I honestly don't know where to start.", context:"New buyer who has never set up insurance herself. Grieving, overwhelmed, calling to get coverage. This IS a new sales call — she needs a policy.", goal:"Lead with compassion and slow down completely. Make her feel safe and guided. She needs a patient advisor, not a pitch.", difficulty:"Intermediate" }, { id:6, situation:"DUI — embarrassed and defensive", customerLine:"I got a DUI a few months ago. I know my rates are going to be terrible. I just need insurance.", context:"Customer is embarrassed, expecting judgment, already bracing for bad news.", goal:"Remove judgment entirely from your tone. Be matter-of-fact and supportive — they need a path forward, not shame.", difficulty:"Advanced" }, { id:7, situation:"Hostile opener — caller starts frustrated before you've said anything", customerLine:"Look, I've already talked to two other insurance companies today and I'm over it. Just tell me what you can do for me without wasting my time.", context:"Shopper fatigue — they've been through the process twice already and are done with pleasantries. They're still calling to buy.", goal:"Don't match the frustration or get defensive. Acknowledge the fatigue and stand out by being different from the last two calls.", difficulty:"Beginner" }, { id:8, situation:"Overwhelmed new driver — anxious", customerLine:"I just got my license and I have to get insurance but I don't understand any of this and I'm worried I'm going to get something wrong.", context:"Young, anxious first-time buyer, worried about making a mistake.", goal:"Be a calm reassuring guide. Remove the anxiety by making it feel simple and safe.", difficulty:"Beginner" }, { id:9, situation:"Caller comparing after bad experience with previous agent elsewhere", customerLine:"I'm shopping around because the agent I talked to at another company completely wasted my time — quoted me one thing and then the actual policy was totally different. I just want someone who's going to be straight with me.", context:"Burned by a previous shopping experience, skeptical, defensive. They ARE calling to buy — they just need to trust that you're different.", goal:"Don't over-promise or get defensive about the industry. Be direct and honest. Show them how you work before anything else.", difficulty:"Advanced" }, { id:10, situation:"Customer going through divorce", customerLine:"My ex and I are separating and I need to get my own policy. This is all just really stressful right now.", context:"Emotionally drained, dealing with a life disruption, just needs this handled without more stress.", goal:"Keep things simple and calm. Acknowledge that they're dealing with a lot. Don't add to the overwhelm.", difficulty:"Intermediate" }, ]; // ─── AI PROMPTS ─────────────────────────────────────────────────────────────── export const PRACTICE_QUIZ_BANK = [ { q:"What does liability coverage protect you from?", options:["Medical bills and property damage you cause to others in an accident","Damage to your own vehicle","Theft of items from inside your vehicle","Weather damage to your vehicle"], correct:0, explain:"Liability covers what you owe others when you cause an accident — bodily injury to other people and damage to their property. It does not cover your own vehicle or belongings." }, { q:"What is the A in the AIR objection framework?", options:["Agree — validate the concern before responding","Answer — give a direct response","Acknowledge — repeat back what they said","Analyze — determine if the objection is real"], correct:0, explain:"Agree first. Never fight an objection head-on. That is fair, I hear you — agree before anything else. It keeps the customer open to what you say next." }, { q:"What does protecting the whole customer mean in the Big 4?", options:["Identifying all assets and risks in a household — not just the one they called about","Maximizing the number of policies on the account","Making sure every endorsement is offered","Ensuring the highest liability limits are in place"], correct:0, explain:"Protect the whole customer means looking beyond the original call. Auto customer — ask about home. Homeowner — ask about umbrella. Teen in the household — address it. Cover the full picture." }, { q:"What makes an assumptive close more effective than a permission-seeking close?", options:["Both options move forward — neither allows a simple no","It builds more rapport with the customer","It is legally required in many states","It sets a clear expectation about next steps"], correct:0, explain:"An assumptive close — debit or credit card? — presents two forward-moving options. A permission-seeking close — would you like to go ahead? — creates a yes/no moment that invites the customer to stop." }, { q:"After a customer says their rate went up, what should you ask first?", options:["Do you know what caused the increase — a claim, a profile change, or a market adjustment?","How much did it go up?","Would you like me to quote you something lower?","When did you last shop around?"], correct:0, explain:"Understanding WHY the rate went up tells you exactly what conversation to have. A claims history issue requires a completely different response than a market-wide increase." }, { q:"What is a named driver exclusion?", options:["A formal endorsement removing a specific person from coverage — any claim while they drive is denied","A discount for listing all drivers on the policy","A requirement to name the primary driver on multi-vehicle policies","A provision limiting coverage to listed drivers only"], correct:0, explain:"A named driver exclusion is permanent and total. If that person drives and causes an accident, the claim is denied entirely. Always explain this clearly before the customer signs." }, { q:"What should come first in a value conversation?", options:["What the coverage protects against and what happens in a real claim","The monthly payment after all discounts","Available savings and bundle discounts","How your rates compare to competitors"], correct:0, explain:"Lead with protection — what the coverage actually does and why it matters. Price is a supporting detail. Discounts come last, never first." }, { q:"What does MedPay cover that liability does not?", options:["Medical expenses for you and all passengers regardless of who caused the accident","The other driver\'s medical bills","Your medical bills only when you are not at fault","Emergency room costs not covered by health insurance"], correct:0, explain:"MedPay pays for the policyholder and all passengers immediately after an accident, regardless of fault. Liability only protects other people — MedPay protects you and everyone in your car." }, { q:"True or False: Dropping price immediately when a customer objects builds trust.", options:["False — it signals the original price was not justified and undermines your credibility","True — flexibility shows you want to work with them","True — customers appreciate agents who negotiate","False — but only if you drop more than 15 percent"], correct:0, explain:"Never drop price without being asked. Immediate discounts signal the quote was padded and undermine everything you said to justify the price. Hold your position and address the real concern first." }, { q:"What question should you ask before presenting a quote?", options:["What were you expecting to pay?","Is price the most important factor for you?","Have you gotten other quotes today?","Do you have a budget in mind?"], correct:0, explain:"What were you expecting to pay? sets up your quote relative to their expectation. If they say less, you explain the value. If they say more, you have already won before revealing the number." }, { q:"What does the Power of First 20 refer to?", options:["The first 20 seconds of the call — when customers decide whether to engage with you","The first 20 coverages to offer","A 20-point scoring system for openers","The 20 standard discovery questions"], correct:0, explain:"The first 20 seconds set the tone for everything. Energy, warmth, and the first question all land here. Customers make an unconscious decision about whether to engage — this is when it happens." }, { q:"What does GAP coverage pay for?", options:["The difference between a totaled vehicle\'s ACV and the remaining loan balance","Gaps in medical treatment after an accident","Coverage between two consecutive policies","Damage to property not covered by standard liability"], correct:0, explain:"If a financed car is totaled, the payout is based on ACV — which may be less than the loan balance. GAP covers that shortfall so you do not owe money on a car you no longer have." }, { q:"Which phrase is an example of assumptive language?", options:["Let me pull the home alongside the auto.","Would you like to add the renters insurance?","Should I go ahead and put that together?","Do you want to move forward today?"], correct:0, explain:"Let me pull the home alongside it moves forward without asking permission. The others are permission-seeking and create yes/no decision points that invite the customer to stop." }, { q:"True or False: You should stack multiple discovery questions to save time.", options:["False — stacking lets customers answer only what they want and feels like an interrogation","True — efficiency is valued on inbound calls","True — as long as questions are related to the same topic","False — but only on calls with senior customers"], correct:0, explain:"Ask one question at a time. Stacking lets customers cherry-pick which to answer and overwhelms them. Ask one, listen fully, then ask the next." }, { q:"Do you own or rent your home? belongs on which type of call?", options:["Every auto call — it opens the bundle conversation regardless of what they called for","Only home insurance calls","Only calls where the auto premium is high","Only when the customer asks about discounts"], correct:0, explain:"This question belongs on every auto call. The answer tells you which product to discuss and opens the multi-policy discount conversation naturally without feeling like an upsell." }, { q:"True or False: A higher deductible means a lower monthly premium.", options:["False — deductibles have no effect on the premium","True — taking on more risk per claim means the carrier charges less monthly","False — a higher deductible always raises the premium","True — but only on homeowners policies"], correct:1, explain:"Deductible and premium move in opposite directions. A higher deductible means you absorb more cost per claim so the carrier charges you less each month. Lower deductible equals higher premium." }, { q:"What is the I in the AIR objection framework?", options:["Inform — give them the relevant facts","Investigate — probe to find the real objection underneath the stated one","Introduce — bring in a new argument","Ignore — let them vent"], correct:1, explain:"Investigate is the most critical step. Let me think about it is not an objection — it is a symptom. Ask what specifically they want to think through to surface the real concern before responding." }, { q:"What does GCC stand for?", options:["Get Customer Committed","Guided Coverage Conversation","General Call Checklist","Get Customer Covered"], correct:1, explain:"Guided Coverage Conversation: Goal, Coverage, Change. Probe their goal, recommend the right coverage, then tell them they can change it anytime through the app." }, { q:"True or False: Collision coverage is required by law in every state.", options:["True — all states require comp and collision","False — only liability is legally required; collision is optional without a lender requirement","True — but only for vehicles less than 5 years old","False — but lenders require it on all financed vehicles"], correct:1, explain:"Liability is the only auto coverage required by law. Collision and comprehensive are optional unless a lender requires them to protect their financial interest in a financed vehicle." }, { q:"What does uninsured motorist coverage protect you from?", options:["Driving without insurance","Being hit by a driver who has no insurance or insufficient limits","Theft of your vehicle","Damage from a hit-and-run in a parking lot"], correct:1, explain:"UM coverage pays your damages when the at-fault driver has no insurance. UIM fills the gap when their limits are not enough to cover your actual damages." }, { q:"A customer says let me think about it. What should you do?", options:["Respect the process and give them time to call back","Investigate — is it the price, the coverage, or something else you want to think through?","Offer a discount to speed up the decision","Repeat the key benefits one more time"], correct:1, explain:"Investigate immediately. Let me think about it hides a real objection. Name the three most common concerns and let them identify which one it actually is before the call ends." }, { q:"True or False: Does that sound okay? is an effective closing phrase.", options:["True — it is professional and confirms consent","False — it creates a yes/no exit point where customers can easily say no","True — checking in builds rapport","False — only on calls where you have already built strong value"], correct:1, explain:"Permission-seeking phrases invite the customer to stop. Replace does that sound okay? with forward-moving statements or either/or questions where both options move the call forward." }, { q:"What does the R in AIR stand for?", options:["Redirect — move to a new topic","Respond — address the specific concern you uncovered during Investigation","Reassure — tell them the policy protects them","Repeat — restate the key benefits"], correct:1, explain:"Respond specifically to what you uncovered in the Investigate step. A generic response ignores what you just learned. Tie your response directly to the real concern they named." }, { q:"A customer says they have been with their carrier 12 years. What is the most effective response?", options:["We have been in business longer than that.","Loyalty is great — when did you last actually review your policy, not just renew it?","Most people switch because our rates are lower.","I can probably beat their price — want me to check?"], correct:1, explain:"This reframes long tenure as potential inertia without attacking the relationship. Most customers who say they are loyal have never had a real coverage review — they have only been renewing." }, { q:"What is replacement cost coverage on a home policy?", options:["The market value of your home at time of loss","What it actually costs to rebuild your home today without deducting depreciation","The depreciated value of materials needed to repair damage","The original price you paid when you purchased the home"], correct:1, explain:"Replacement cost pays the actual current cost to rebuild with no depreciation deducted. ACV subtracts depreciation which can leave a major financial gap in a serious loss." }, { q:"True or False: Renters insurance covers damage to the building the tenant rents.", options:["True — renters insurance protects everything inside and around the unit","False — the building is covered by the landlord\'s policy; renters insurance covers the tenant\'s belongings and liability","True — if the damage was caused by the tenant","False — renters insurance covers nothing related to the building at all"], correct:1, explain:"The landlord\'s policy covers the building. Renters insurance covers the tenant\'s personal property, personal liability, and loss of use expenses if the unit becomes uninhabitable." }, { q:"What question best opens discovery on an auto call with a vague customer?", options:["How long have you been driving?","What has you shopping for insurance today?","What kind of car do you drive?","Are you currently insured?"], correct:1, explain:"What has you shopping for insurance today? opens discovery without assuming anything and invites the customer to share exactly what they need — a rate increase, a new vehicle, a bad experience." }, { q:"True or False: Umbrella coverage replaces your home and auto liability limits.", options:["True — umbrella is a single policy covering all liability","False — umbrella provides additional liability protection above your home and auto limits","True — but only if underlying limits are at 100/300/100 or higher","False — umbrella only applies to home liability"], correct:1, explain:"Umbrella sits above your underlying policies and activates when a claim exceeds those limits. It does not replace them — it extends them. You need both the underlying coverage and the umbrella." }, { q:"What makes Michigan auto insurance unique?", options:["It has no minimum liability requirements","It is a no-fault state with tiered PIP options that must be explained to every customer","It requires uninsured motorist coverage on every policy","It offers the lowest average premiums in the country"], correct:1, explain:"Michigan\'s no-fault system means your own insurance pays your medical bills regardless of fault. PIP tiers — unlimited, 500K, 250K — are a required conversation on every Michigan auto call." }, { q:"What makes a close assumptive?", options:["It assumes the customer will always say yes","It uses forward-moving statements and either/or choices instead of permission-seeking yes/no questions","It assumes the customer already knows what coverage they need","It moves directly to payment without summarizing the policy"], correct:1, explain:"Assumptive language removes permission-seeking from your vocabulary. Let me pull the home alongside it versus would you like me to look at the home? — one moves forward, one asks permission." }, { q:"What is the difference between comprehensive and collision coverage?", options:["Comprehensive covers accidents with other vehicles; collision covers stationary objects","Collision is required; comprehensive is optional on all policies","Comprehensive covers non-collision events like theft and weather; collision covers accidents","They cover the same events at different deductible levels"], correct:2, explain:"Comprehensive covers events that happen TO the car — theft, hail, flooding, hitting an animal. Collision covers accidents — hitting another car, a pole, or a guardrail." }, { q:"What does actual cash value ACV mean?", options:["The original purchase price of the item","The cost to buy a brand new replacement","The depreciated value of the item at the time of loss","The amount your lender says the vehicle is worth"], correct:2, explain:"ACV equals replacement cost minus depreciation. An older vehicle or appliance is worth less than a new one. ACV payouts can leave a significant gap compared to what replacement actually costs." }, { q:"A customer says they are happy with their current carrier. What is the best follow-up?", options:["Our rates are probably lower — want me to check?","Most people eventually switch — what would it take?","When did you last have a conversation with someone who walked through your coverage — not just renewed it?","Happy customers still need to verify they have the right coverage."], correct:2, explain:"Most happy customers have never had a real review — they have only been renewing. This question plants the seed of possible inertia without being confrontational or attacking the relationship." }, { q:"What is the primary purpose of an umbrella policy?", options:["It combines home and auto into a single policy","It covers damage specifically from water and weather","It provides additional liability protection above the limits of your home and auto policies","It covers items not included in standard home or auto policies"], correct:2, explain:"Umbrella activates when a claim exceeds your underlying liability limits. One million in umbrella coverage typically costs around $20 per month — inexpensive for the protection it provides." }, { q:"A customer says just email me the quote. What should you do?", options:["Agree and send it immediately without asking anything else","Decline — quotes should only be discussed over the phone","Agree, then ask two quick questions to make the quote accurate before sending","Tell them your system requires a phone discussion first"], correct:2, explain:"Agree to send it — then earn the conversation: to make sure what I send is accurate for your situation, can I ask two quick questions? Most customers say yes and you are back in discovery." }, { q:"What does loss of use coverage pay for on a home policy?", options:["Income lost if you cannot work after an accident","Replacement transportation while your car is being repaired","Temporary housing and living expenses if your home is uninhabitable after a covered event","The value of belongings stolen from your vehicle"], correct:2, explain:"Loss of use Coverage D pays for hotel stays and increased living expenses when a covered event makes your home temporarily uninhabitable. Without it those costs come out of pocket." }, { q:"What is the best reason to ask what would you change about your current policy if you could?", options:["It qualifies whether the customer can afford more coverage","It lets you introduce specific products you want to pitch","It lets the customer identify their own pain point — which becomes your value proposition","It confirms the customer\'s current coverage in detail"], correct:2, explain:"When customers name their own gap you do not have to convince them of anything. Their problem becomes your agenda and your solution answers something they already want addressed." }, { q:"When should you ask about the customer\'s home situation on an auto call?", options:["Only after completing the full auto quote","Only if the auto premium seems high","As part of early discovery — before building the auto quote","Only if the customer brings up home or renters first"], correct:2, explain:"Bundle discovery belongs in your discovery questions before you quote anything. Do you own or rent? is one of the first questions on every auto call. Do not wait until after the quote to bring it up." }, { q:"What does 100/300/100 liability mean?", options:["100K total coverage, 300-day policy period, $100 deductible","$100 copay per incident, $300 monthly premium, 100K property damage","$100K per person bodily injury / $300K per accident total / $100K property damage","100 miles covered, 300 days of protection, $100 deductible"], correct:2, explain:"100/300/100 means: $100,000 per person for bodily injury, $300,000 per accident total for bodily injury, and $100,000 for property damage you cause to others." }, { q:"What does open-ended question mean in discovery?", options:["A question with multiple correct answers","A question asked early in the call before qualifying the customer","A question that cannot be answered with yes or no — it requires the customer to share information","A question acceptable to ask on any type of call"], correct:2, explain:"Open-ended questions invite the customer to share information and detail. Closed questions — yes or no — let customers shut down discovery with a single word. Always prefer open-ended in discovery." }, { q:"SR-22 is best described as:", options:["A high-risk insurance policy for drivers with DUIs","A surcharge added to premiums after at-fault accidents","A certificate filed with the DMV by your carrier confirming you carry required minimum coverage","A state program providing subsidized insurance for low-income drivers"], correct:2, explain:"SR-22 is a filing not a policy. The carrier files it with the DMV to certify the driver maintains required minimum coverage. If the policy lapses the DMV is notified automatically." }, { q:"What does Coverage A on a homeowners policy cover?", options:["Personal property inside the home","Other structures on the property like detached garages","The dwelling — the physical structure of the home itself","Personal liability for injuries that occur on the property"], correct:2, explain:"Coverage A is the dwelling — it pays to repair or rebuild the physical structure. B is other structures, C is personal property, D is loss of use, E is personal liability." }, { q:"What should you do when a customer wants to lower their premium without losing coverage?", options:["Remove liability coverage since they probably have health insurance","Reduce the liability limits to state minimum","Raise the deductible — it lowers the monthly payment without cutting the protection","Remove uninsured motorist coverage since it is optional"], correct:2, explain:"The deductible is the cleanest lever — the customer takes on more per-claim risk in exchange for a lower monthly payment. It keeps all their protection in place. Never silently cut liability limits to hit a number." }, { q:"A customer says they need to talk to their spouse first. What should you do?", options:["End the call and wait for them to follow up","Offer a discount to motivate them to decide without consulting","Ask if the spouse is available right now, and if not, ask what their main question will be","Send an email summary and let them discuss it on their own"], correct:2, explain:"Try to get both people on the call. If the spouse is not available, ask what their main question will be — this prepares you and gives the customer the language to represent your product well." }, { q:"What does loss of use coverage on an AUTO policy pay for?", options:["Medical bills while your car is being repaired","The cost to repair your vehicle at an approved shop","Rental car or transportation costs while your vehicle is being repaired after a covered claim","Meals and lodging if you are displaced from your home"], correct:2, explain:"Loss of use on auto pays for a rental car or alternate transportation while your vehicle is in the shop. Without it those daily rental costs come out of pocket and add up quickly on a longer repair." }, { q:"True or False: You should lead with available discounts to open a value conversation.", options:["True — savings capture attention immediately","True — customers decide based on price before anything else","False — but only if the discount is less than 10 percent","False — lead with what the coverage protects against; discounts are a supporting benefit never the headline"], correct:3, explain:"Leading with discounts signals price is the only value you are offering. Lead with protection — what happens in a real claim and why it matters — then mention savings as a bonus." }, { q:"What does Coverage C on a homeowners policy cover?", options:["The dwelling structure","Other structures on the property like detached garages","Liability for injuries that occur on the property","Personal property — furniture electronics and clothing inside the home"], correct:3, explain:"Coverage A equals dwelling. Coverage B equals other structures. Coverage C equals personal property. Coverage D equals loss of use. Coverage E equals personal liability." }, { q:"Which of these is NOT an example of assumptive closing language?", options:["Let me get your information and we will have that active today.","Debit or credit card for today\'s payment?","I will pull that policy up and get it started right now.","Would you like to go ahead and move forward with this?"], correct:3, explain:"Would you like to go ahead? is permission-seeking — it invites a yes or no. The others are all forward-moving statements or either/or choices that assume the sale is proceeding." }, { q:"What is the right sequence of the Big 4 behaviors on a call?", options:["Close then Discover then GCC then Bundle","Bundle then GCC then Discovery then Assumptive Close","GCC then Power of First 20 then Bundle then Close","Power of First 20 then Probing and Discovery then GCC then Bundle then Assumptive Close"], correct:3, explain:"Each step sets up the next. First 20 establishes tone, discovery builds the picture, GCC explains why coverage matters, bundle protects everything they have, assumptive close asks for the sale." }, { q:"What is subrogation?", options:["A discount for bundling multiple policies","The process of transferring a policy from one carrier to another","A type of liability coverage for business owners","The insurer\'s right to pursue a third party after paying a claim on your behalf"], correct:3, explain:"Subrogation is the legal right of the insurer to recover money from the at-fault party after paying your claim. If another driver causes an accident and your carrier pays you they can then pursue that driver." }, { q:"True or False: Probing questions are only useful during the discovery phase of a call.", options:["True — probing belongs at the start and should stop once you start quoting","True — after discovery you should shift entirely to explaining coverage","False — but probing should be avoided once the customer mentions price","False — probing is useful throughout the call to uncover objections clarify concerns and surface buying signals"], correct:3, explain:"Probing questions serve different purposes at every stage. Discovery, GCC, objection handling, and closing all benefit from the right question at the right moment. They never stop being useful." }, { q:"A customer says your rates are high compared to what their coworker pays. What is the correct response?", options:["Your coworker is wrong — our rates are very competitive.","Rates vary — let me just pull the quote and we will see.","I can match whatever they are paying right now.","Rates depend entirely on your profile, vehicle, and the coverage you are actually getting. Let me show you what I can build for you."], correct:3, explain:"Never dismiss the concern or overpromise. Redirect to their specific situation — their profile and what they are getting determines the number not a general reputation." }, { q:"What is the purpose of asking what has you shopping for insurance today?", options:["To check if the customer is currently insured","To start the price comparison process","To get the vehicle information before anything else","To open discovery and let the customer tell you their reason — which shapes everything that follows"], correct:3, explain:"The reason for the call shapes the entire conversation. A customer who had a bad experience needs empathy first. One who got a rate increase needs a coverage comparison. One who is just curious needs education." }, { q:"True or False: You should always address a customer\'s spouse concern by offering a discount.", options:["True — price is usually the spouse\'s main concern","True — it closes faster when both people see the savings","False — but only if the customer seems price-sensitive","False — ask what the spouse\'s main question will be and prepare to address it specifically"], correct:3, explain:"Never assume the spouse\'s concern is about price. Ask what their main question will be — it might be about the carrier\'s reputation, the coverage, the process, or something else entirely." }, { q:"What does it mean when a customer says they have full coverage?", options:["Their policy includes all available coverages with maximum limits","Their policy has liability, comp, and collision with no deductible","They likely have a comprehensive and collision policy but the limits and deductibles are unknown","They are fully protected against all possible claims"], correct:3, explain:"Full coverage is not a defined term. Most customers use it to mean they have liability plus comp and collision, but the limits, deductibles, and actual coverages vary widely. Always ask what limits they actually have." }, { q:"When a customer is fixated on monthly price and will not engage with coverage, what should you ask?", options:["How much do you want to pay?","Should I build you a lower coverage option?","Can I show you what this covers before we talk price?","Besides price, what else matters to you when you are choosing a carrier?"], correct:3, explain:"Besides price almost always surfaces something — claims reputation, ease of bundling, a local contact, speed of claims. It gives you something to compete on that is not just a number." }, { q:"What does the term no-fault mean in auto insurance?", options:["The accident was not your fault","Neither driver is penalized after an accident","No claims can be filed after an accident","Your own insurance pays your medical bills regardless of who caused the accident"], correct:3, explain:"No-fault means your own insurer pays your medical bills after an accident regardless of who was at fault. It speeds up medical claim payments and reduces litigation. Michigan is the most prominent no-fault state." }, { q:"True or False: You should let a customer compare your quote to a competitor\'s before deciding whether to address the objection.", options:["True — transparency builds trust","True — the comparison usually favors you if coverage is similar","False — but only if the competitor quote is lower","False — always ask what limits and deductibles are in the competitor quote before comparing on price alone"], correct:3, explain:"A lower price almost always means lower limits or higher deductibles. Do not play on price — ask what they are actually comparing before you respond. What limits did they build it with?" }, { q:"What does personal property coverage on a renters policy cover?", options:["The physical structure of the apartment","Liability for injuries that occur in the rental unit","Common areas shared with other tenants","The tenant\'s belongings — furniture, electronics, clothing, and personal items"], correct:3, explain:"Renters personal property coverage pays to replace the tenant\'s belongings if they are stolen or damaged by a covered event. The landlord\'s policy covers the building — not what is inside the tenant\'s unit." }, { q:"Why is either/or more effective than yes/no in a closing ask?", options:["It sounds more professional on the phone","It gives the customer more information about their options","It reduces the time needed to close","It assumes the sale is proceeding — both options move forward rather than creating a yes/no exit"], correct:3, explain:"A yes/no close gives the customer an easy exit. An either/or close — debit or credit card? — presents two forward-moving choices. Both assume the sale is happening. Neither invites the customer to say no." }, ] export const WARMUP_QUIZ_BANK = [ { q:"What does AIR stand for in objection handling?", options:["Agree, Investigate, Respond","Acknowledge, Ignore, Redirect","Answer, Inform, Re-close","Agree, Inform, Redirect"], correct:0, explain:"Agree with the customer's concern first, Investigate to find the real objection underneath, then Respond with a targeted answer." }, { q:"What are the Big 4 behaviors that separate top performers?", options:["Price, Product, Policy, Persistence","Power of First 20, GCC, Bundle, Assumptive Close","Opener, Discovery, Quote, Close","Energy, Speed, Accuracy, Follow-up"], correct:1, explain:"Power of First 20, Guided Coverage Conversation (GCC), Bundle/Protect the Whole Customer, and Assumptive Close are the four behaviors ProSim is built around." }, { q:"What does GCC stand for?", options:["Get Customer Committed","Guided Coverage Conversation","General Call Checklist","Get Customer Covered"], correct:1, explain:"Guided Coverage Conversation — Goal, Coverage, Change. Probe their goal, discuss the right coverage for it, then tell them they can change it anytime through the app." }, { q:"In Michigan, what is PIP?", options:["Property Insurance Plan","Personal Injury Protection","Policyholder Insurance Payment","Primary Incident Protocol"], correct:1, explain:"Personal Injury Protection pays for medical expenses after an auto accident regardless of fault. Michigan is a no-fault state and PIP is required." }, { q:"What is the correct master close structure?", options:["'Would you like to go ahead and get started?'","'Does that sound good to you?'","'I can get that started today — I'll need a debit or credit card.'","'Should I put together a policy for you?'"], correct:2, explain:"The master close is assumptive, uses 'today,' and specifies debit or credit card. It doesn't ask permission — it moves forward." }, { q:"What should you NEVER lead with when a customer asks about price?", options:["Coverage limits","Discounts or savings","A probing question","The deductible options"], correct:1, explain:"Leading with discounts signals that price is the only value you're offering. Lead with protection first — what the coverage actually does. Savings come last as a bonus." }, { q:"What does 100/300/100 liability mean?", options:["$100 deductible, $300/month, $100K property","$100K per person / $300K per accident / $100K property damage","$100K total coverage for 300 days","$100 copay / $300 max / $100 deductible"], correct:1, explain:"$100,000 per person for bodily injury, $300,000 per accident total for bodily injury, and $100,000 for property damage you cause." }, { q:"When a customer says 'let me think about it,' what should you do first?", options:["Give them your number and hang up","Ask 'is it the price, the coverage, or something else?'","Offer a discount to help them decide","Repeat the benefits of the policy"], correct:1, explain:"'Let me think about it' is a symptom, not an objection. Investigate first to find the real concern — price, coverage, timing, or something unstated." }, { q:"What does bundling typically do to premiums?", options:["Raises the total but simplifies billing","Lowers the rate on both policies","Only lowers the auto premium","Has no effect on price but improves service"], correct:1, explain:"Multi-policy bundling applies a discount to both the auto and home/renters policies, lowering both premiums. Frame it as value on both, not an add-on." }, { q:"What is the difference between comprehensive and collision coverage?", options:["Comprehensive is required by law; collision is optional","Collision covers weather and theft; comprehensive covers accidents","Comprehensive covers non-collision events (theft, weather, animals); collision covers accidents","They cover the same things at different price points"], correct:2, explain:"Comprehensive covers events that happen TO the car — theft, weather, hitting an animal, vandalism. Collision covers accidents involving another vehicle or object." }, { q:"What is the purpose of an SR-22?", options:["A type of enhanced insurance for high-value vehicles","A certificate filed with the DMV confirming required minimum coverage","A discount program for safe drivers","A form to request a rate review"], correct:1, explain:"An SR-22 is not a type of insurance — it's a filing attached to a policy confirming the driver carries required minimums. If the policy lapses, the DMV is notified automatically." }, { q:"Why should you ask 'do you own or rent?' on every auto call?", options:["To determine the correct liability limits","To open the bundle conversation and surface a potential home or renters policy","To verify the customer's address","It's required by law in most states"], correct:1, explain:"Own or rent is the fastest path to the bundle conversation. The answer tells you which product applies and opens the multi-policy discount discussion naturally." }, { q:"What is GAP coverage?", options:["Coverage for gaps in your driving record","Pays the difference between ACV and loan balance if a vehicle is totaled","Covers medical gaps between health and auto insurance","A discount for driving fewer than average miles"], correct:1, explain:"If a financed vehicle is totaled and the loan balance exceeds the ACV payout, GAP coverage pays that difference so the owner doesn't owe money on a car they no longer have." }, { q:"What does assumptive language mean in practice?", options:["Assuming the customer knows what coverage they need","Moving forward as if the sale is happening — no permission-seeking","Assuming the customer will pay by credit card","Assuming the customer has good credit"], correct:1, explain:"Assumptive language removes phrases like 'would you like' and 'does that sound okay?' and replaces them with forward-moving statements and either/or choices that don't invite a no." }, { q:"When should you introduce umbrella coverage?", options:["Only when the customer specifically asks","At the very beginning of the call before quoting anything","After establishing home value and assets — frame it as standard protection for their asset level","Never — it's a separate product for a different team"], correct:2, explain:"Umbrella is most naturally introduced after you know what someone owns. Tie it to their home value and financial situation — 'at your asset level, umbrella is standard protection.'" }, { q:"What does MedPay do that liability coverage doesn't?", options:["Covers the other driver's medical bills","Pays medical bills for you and your passengers regardless of fault immediately","Covers medical bills only when you are not at fault","Replaces health insurance for auto accidents"], correct:1, explain:"MedPay pays for your and your passengers' medical expenses from an auto accident immediately, regardless of who caused it. Liability only protects others — MedPay protects you and everyone in your car." }, { q:"What's wrong with ending a call with 'does that sound okay?'", options:["It's too informal for a professional call","It invites a no — permission-seeking language hands the customer an easy exit","It implies the price is negotiable","Nothing — it's polite and professional"], correct:1, explain:"'Does that sound okay?' is permission-seeking. It creates a yes/no decision point where the customer can easily say no. Replace it with a forward-moving statement or either/or close." }, { q:"What is the Power of First 20?", options:["The first 20 coverages you should always offer","The first 20 seconds of the call that set the tone for everything that follows","A scoring system where 20 points means an excellent opener","The 20-question discovery process for new customers"], correct:1, explain:"The Power of First 20 refers to the first 20 seconds of the call. Energy, tone, and the first question all happen here. Customers decide quickly whether they want to engage." }, { q:"If a customer says 'I already have full coverage,' what should you ask?", options:["'Great — let me quote you a lower rate.'","'Do you know your current liability limits and deductible?'","'When was your policy last reviewed?'","Both B and C"], correct:3, explain:"'Full coverage' means different things to different people — most customers don't know their actual limits. Asking about limits and when they last reviewed it both surface the gap." }, { q:"What is replacement cost vs. actual cash value on a home policy?", options:["Replacement cost pays for repairs up to policy limits; ACV pays fair market value","Replacement cost pays to rebuild to what it was; ACV factors in depreciation and pays significantly less","They are the same — both pay full replacement","ACV pays more because it accounts for market appreciation"], correct:1, explain:"Replacement cost pays what it actually costs to rebuild your home today. ACV deducts depreciation, which can leave a major gap in a large claim. Always confirm replacement cost on home policies." }, ];