Question

Tina is a customer service representative at an agency. A customer's son has recently obtained his driver's license and is considering buying a sports car. His parents have advised him to get an insurance quote beforehand. When Tina tells him how expensive coverage will be, he becomes angry. What is the best approach for Tina to take?

A. Explain there is nothing she can do about the cost.
B. Allow the young man to express his anger.
C. Listen empathetically and quote coverage for a different type of vehicle.
D. Suggest he put the vehicle in his parents' name to reduce the premiums.

Answer 1

The best approach Tina can take is to empathetically listen and quote insurance coverage for a different type of vehicle, explaining the reasons for high insurance costs and suggesting alternatives that are less costly to insure.

Step-by-step explanation:

The most effective approach for Tina, a customer service representative at an insurance agency, in dealing with an angry customer whose son is shocked at the high cost of insuring a sports car would be C. Listen empathetically and quote coverage for a different type of vehicle. Explaining the factors that contribute to insurance costs, like the vehicle's safety rating, the driver's age and experience, and the car's history if it's used, could help the young man understand why coverage is so costly. Suggesting alternative vehicles that are less expensive to insure would provide a constructive solution, while also educating the customer about how to potentially lower insurance costs without compromising on essential coverage.

Car insurance is an additional expense that continues even after a vehicle is paid off. The rates depend on numerous factors and can be paid monthly, quarterly, or biannually. It's crucial for customers, especially young drivers, to understand the relationship between the type of car they choose and the insurance premiums they will have to pay.