Agent Sales Guide. A complete guide and reference source for selling memberships in Continental Car Club

Transcription

1 Agent Sales Guide A complete guide and reference source for selling memberships in Continental Car Club This book is the property of: Continental Car Club, Inc. P.O. Box Jacksonville, FL (800)

2 TABLE OF CONTENTS Benefits of Membership Bonds 3 Legal Fees. 3-4 Stolen Auto Reward 4 Road Service 4-5 Wrecker Service 5 Ambulance 6 Lock & Key. 6 Trip Interruption...6 Trip Routing.6-7 Some Things Not Found in CCC s Plan.8 Cost of CCC.8 Other Unique Services of CCC..9 Selling Renewals 11 Continental Car Club vs. AAA..12 Membership Application 13 Delivering Certificate.13 Disclosure and Acknowledgment.14 Remittance Report.15 Sales Reporting Procedures. 15 2

3 Benefits of CCC Membership Bonds $10,000 BAIL BOND- If a member is arrested for manslaughter with an automobile, CCC will pay $10.00 cash per $ bond to a professional bondsman. BAIL If a member should become involved in an automobile accident resulting in serious injury or death and a charge of criminal negligence or manslaughter is placed against member, CCC will help obtain his/her release by paying up to $1, to a professional bondsman. This amount would ordinarily pay for a $10, bail bond, which should be sufficient to obtain member s release unless alcohol, drugs, or some other criminal activity is involved. (See Exceptions) Legal Fees DEFENSE & CIVIL PROSECUTION $ PERSONAL DEFENSE FEE- For criminal manslaughter defense, CCC will pay up to $ to the attorney of member s choice for a preliminary hearing and up to $ more for additional court proceedings. Attorney fees for the personal defense of member charged with a serious crime as the result of an automobile accident are paid directly to the member s lawyer. Proof of charges and an attorney s itemized bill must accompany the benefit request. CCC will pay $ to attorney for a preliminary hearing. If member is bound over, CCC will pay up to $ for each additional trial or hearing, not to exceed the maximum amount of $ in personal defense fees. $ TRAFFIC COURT DEFENSE- Up to $ will be paid to member s attorney to defend member on a traffic ticket. For ordinary traffic tickets, CCC will pay member s attorney up to $ to defend member in traffic court. Many attorneys will attend traffic court for the fee that is available through CCC membership. The member must choose a lawyer and send CCC a copy of his bill and proof of the charge. EXCEPTION- CCC will not pay attorney fees in cases where member is charged: with driving under the influence of alcohol, drugs or narcotics; while operating a vehicle without proper license or permit; or for operating an overweight or otherwise illegal vehicle. 3

4 Public policy dictates that motor clubs encourage their members to drive soberly and legally. However, when member is charged with speeding, running a traffic light or stop sign or a myriad of other traffic offenses, CCC stands ready to help. $ LEGAL FEES- INJURY- Up to $ in legal fees to the attorney of member s choice to collect for personal injuries sustained in auto accident. Should member desire to hire an attorney and prosecute in a small claims court for negligence resulting in personal injuries received in an automobile collision, this fee benefit will help members obtain an attorney. This is especially helpful where member s potential for recovery is low. $ LEGAL FEES- AUTO DAMAGE- Up to $ in fees to the attorney of member s choice to collect for damage to member s automobile sustained in a collision. An additional fee is available to retain a lawyer to prosecute for negligence causing property damage to member s automobile. This fee is primarily designed to help where damages due member are less than the deductible on collision insurance and where the recoverable damages are not large enough to interest a lawyer to handle the case on a contingent fee basis. UP TO $ CIVIL LEGAL FEES- Both the injury and auto damage legal fees may be claimed by an attorney representing member suffering both property damage and injuries in the same accident. Stolen Auto Reward $2, STOLEN AUTO REWARD- CCC will fund a reward of up to $2, posted by member for information leading to the arrest and conviction of person stealing member s auto. Street rod and antique enthusiast especially like CCC s stolen car benefit. Often, show cars are under insured and the possibility of recovery of the vehicle is greatly enhanced with our stolen auto reward. It should be noted that the person entitled to the reward must give information to law enforcement officials in response to posting the reward by member. A person providing information unaware of a reward is ineligible. Relatives of the victim are also ineligible to receive this award. 4

5 Road Service UP TO $75.00 FOR EMERGENCY ROAD SERVICE- CCC will reimburse/dispatch members up to $75.00 when members call a service vehicle to their disabled automobile. CCC has the best road service benefit in the motor club business. Anytime and anyplace a member s automobile is disabled, CCC will pay up to $75.00 for a serviceman going to member s aid. Member can call a service station or licensed mechanic of his/her choice. Parts are not included, but the labor in delivering parts or gasoline and the charges made by repairperson coming to member s disabled auto to attempt roadside repairs, including battery boost, wheel change, and minor repairs of all types are covered. An accident need not occur to entitle member to this benefit. CCC will reimburse member up to $15.00 for flat tire repair or dead battery charge. These benefits are payable in addition to Emergency Road Service and the tire repair and battery charge may be performed at a service station. NOTE: Wrecker Service and Emergency Road Service are two separate benefits. This means member may be entitled to both benefits for the same disabling event. Wrecker Service UP TO $75.00 WRECKER SERVICE- CCC will reimburse/dispatch member up to $75.00 for towing or wrecker service. An additional benefit of up to $75.00 will be paid if member has to call a wrecker to extricate his/her vehicle form a disabling place or to take member s car to a garage for repairs. Many motor clubs require an accident to have disabled member s car before wrecker service is covered; however, an accident is not required for CCC s members to receive the wrecker service benefit. Some clubs will pay an authorized wrecker service upon member s signing for service. CCC lets members call any wrecker service they prefer. Also, when the motor club does not give members the value of their wrecker service and requires members to call an authorized wrecker service, the value of the benefit might be less than $75.00 and member has to pay for distances and time over and above the value of the benefit. Some motor clubs also limit the number of times members can use their wrecker service benefit. There is no limit on the times CCC members may use these benefits. LIMITATIONS - CCC does not reimburse for towing or road service performed by a private citizen. The person charging for such services must be in the business of providing them to the general public. There is also an exception where the provider is a relative of the member. CCC has the right to refuse to reimburse any expense for wrecker and road service performed by another member of the family. 5

6 Ambulance EMERGENCY AMBULANCE EXPENSE- CCC will reimburse member up to $ for ambulance fees for transporting member from an auto accident to a hospital. The ambulance expense benefit is paid directly to member upon presentation of a paid receipt, regardless of any insurance benefits member may receive. Lock & Key $75.00 LOCK & KEY SERVICE- CCC will reimburse/dispatch member up to $75.00 if serviceman or locksmith is called to open member s locked auto. Coat hangers used to be all the protection a car owner needed if he/she locked his/her keys in the car their car. Today s automobile locks are a different animal and locksmith s services can be expensive. CCC not only pays for opening member s car, we also pay to open member s garage door if garage keys are lost or broken with member s car inside. Making new keys not covered- This benefit does not reimburse the cost of making new keys. The service call and the expert labor of the lock specialist are covered. Trip Interruption $ EMERGENCY TRAVEL EXPENSE- If member s car becomes disabled more than 100 miles from home, CCC will pay up to $ to continue member s journey or cover member s room and board while waiting for auto repair. CCC emergency travel benefit is the best in the motor club industry. CCC is one of very few motor clubs offering emergency travel expense without requiring an accident. Most other clubs require an accident to occur before making this benefit available. Other clubs have a daily limit to reimbursable expenses. HERE ARE THE EMERGENCY TRAVEL BENEFITS: Room & Board- CCC will reimburse member for his/her room and board expenses up to $ while member is waiting for his/her car to be repaired. 6

7 Transportation- Within the $ per incident limit, member may elect to continue his/her journey with a rented car or may purchase a plane or bus ticket. MEMBERS WORKING AWAY FROM HOME- If a member is working more than 100 mile from home and his/her vehicle becomes disabled, CCC will not reimburse for room and board, however, CCC will reimburse for substitute transportation while member s auto is being repaired. BENEFIT REQUIREMENTS- CCC requires that a member requesting a benefit for Emergency Travel Expense be traveling and not arrived. This means that if a disablement occurs and the lodging and food expense were incurred at the location of member s destination, then these expenses would not be reimbursable, however, auto rental expense while member s auto is being repaired would still be a compensable expense. CCC may require proof that member s vehicle was disabled, such as a bill from a garage. Trip Routing FREE MAP SERVICE- CCC will supply maps showing the route to any destination on the continent. If member writes or calls CCC, gives CCC the origin and destination and intermittent stops of a planned trip, CCC will send member free maps with the most direct scenic routes clearly marked. CCC asks for advance notice of 15 days, but CCC can usually get them out in about a week. THIS SERVICE IS FREE TO MEMBERS. BUMPER DECAL- Each CCC member will receive a handsome Continental Car Club bumper decal at point of sale. DEFINITION OF TERMS MASTER MEMBER - One individual paying full membership fees. ASSOCIATE MEMBER - Spouse or other member of Master Member s household. Associate member receives full benefits of membership except when traveling with Master Member more than 100 miles from home, then Emergency Travel Expense benefit is limited to $ AUTOMOBILE - Any vehicle operated by member who is legal on highways of any state in the USA or provinces of Canada, except human powered machines. This includes street-legal motorcycles and horse-drawn wagons. If vehicle is being operated off-road or as an all-terrain vehicle by member when incident giving rise to a benefit request occurs, member will NOT be entitled to benefits. FLEET VEHICLES - Fleet vehicles meeting the above definition of an automobile will be considered an automobile for membership benefits ONLY if member is operating the vehicle at the time a disabling event occurs and is responsible for the expense reimbursement requested. CCC membership applies to the member and not the vehicle. Member need not own the vehicle he/she is operating, provided he is responsible for the expenses reimbursed. 7

8 SOME THINGS NOT FOUND IN CCC s PLAN * *REWARDS OR DEDUCTIBLE PROTECTION FOR NON-VEHICULAR THEFTS OR DESTRUCTION Some motor clubs offer rewards for theft of radios and stereos from automobiles. Others even offer rewards for theft of appliances from a member s home. These benefits are not offered by CCC. These incidents are best covered by insurance and usually inserted by other motor clubs to draw attention away from other shortcomings in their program. *MOTEL AND CAR RENTAL DISCOUNTS Our experience shows that exclusive discounts to members can usually be acquired by anyone who asks for them. CCC prefers to avoid the fluff and instead provide the best protection possible for its members. COST OF CONTINENTAL CAR CLUB MEMBERSHIP Continental Car Club Plus Membership Prices MASTER(SINGLE)MEMBERSHIP 1. $5.83 FOR ONE(1) MONTH 3. $17.50 FOR THREE(3) MONTHS 5. $35.00 FOR SIX(6) MONTHS 7. $52.50 FOR NINE(9) MONTHS 9. $70.00 FOR ONE YEAR(12 MONTHS) 11. $87.50 FOR FIFTEEN(15) MONTHS 13. $ FOR ONE & ONE-HALF YEAR(18 MONTHS) 15. $ FOR TWENTY ONE(21) MONTHS 17. $ FOR TWO YEARS(24 MONTHS) 19. $ FOR TWENTY SEVEN(27) MONTHS 21. $ FOR TWO & ONE-HALF YEAR(30 MONTHS) 23. $ FOR THIRTY THREE(33) MONTHS 25. $ FOR THREE YEARS(36 MONTHS) *May be sold in 3 month memberships FAMILY MEMBERSHIP 2. $8.17 FOR ONE(1) MONTH 4. $24.50 FOR THREE(3) MONTHS 6.$49.00 FOR SIX(6) MONTHS 8. $73.50 FOR NINE(9) MONTHS 10. $98.00 FOR ON EYEAR(12 MONTHS) 12. $ FOR FIFTEEN(15) MONTHS 14. $ FOR ONE & ONE-HALF YEAR(18 MONTHS) 16. $ FOR TWENTY ONE(21) MONTHS 18. $ FOR TWO YEARS(24 MONTHS) 20. $ FOR TWENTY SEVEN(27) MONTHS 22. $ FOR TWO & ONE-HALR YEAR(30 MONTHS) 24. $ FOR THIRTY THREE(33) MONTHS 26. $ FOR THREE YEARS(36 MONTHS) 8

9 OTHER UNIQUE SERVICES OF CONTINETAL CAR CLUB *SKIP TRACKING If a loan customer is a CCC member and cannot be found, let us know. If we do not already have a new address on the member, we will flag his/her account and notify you if we get a new address. We often receive a benefit s request or a change of address from members who do not wish to be found by creditors. *BENEFIT PAYMENT CCC pays all legitimate benefits to members, usually as a result of a letter accompanied by a paid receipt. Our sales associates do not have to worry about adjusting or filing benefit requests. Should a customer of yours make a CCC benefit request of $50.00 or more, before we pay, we will call your office. Should that member be in areas on any obligation to you, our check will be made out to the member, however, instead of sending it directly to the member as we usually do, and we will send the check to you as our agent for delivery. We believe it will give you an opportunity to discuss the arrearage with our member when he/she comes to pick up his/her check. *BENEFIT REQUEST We pay all benefits from members that we determine to be legitimate but occasionally we may refuse a benefit request that a member thinks is just. If you, our agent, have a customer that complains of our refusing to pay a benefit, we want to know about it. We authorize you to call and give us the details. If we still believe the full benefit is not due, we will send you a $15.00 check made payable to the member and let you explain that even though CCC does not owe the member, your effort resulted in a compromise offer. We want your customers to be happy with CCC membership. Years of experience have shown that this disputed benefit policy is good public relations for both CCC and the financial and other entities we do business with. 9

10 CCC SALES PROCEDURES The basic concept of selling is selling your customer s need. Keep in mind that your customer called you for money, not for an auto club. Because of that, your sales techniques are very important. Determine what your customer s need might be from your application and your conversation with the customer. Your customer, very likely, is most receptive to what you have to say at the time you let him/her know their loan has been approved. At that time, mention CCC to them. Tie your customer s need to the feature and benefits of CCC. Let them see the benefits of becoming a member what s in it for them. However, it should be made clear to the customer that membership in CCC is optional, and CCC membership should not be required or made to appear as part of a package offered by your sales team. Persons marketing CCC s memberships must comply with all laws, rules, and regulations of the state in which CCC s products are being offered. Listed below are some guidelines to follow: THE PRESENTAION -Keep it short -Make use of the words service and membership - Make sure the customer knows this is not an insurance product, it is a car club membership -Show the customer cost per day -Never use the word insurance or policy, rather, these are benefits of membership -Make it positive- your attitude and personality will set the tone for the presentation ATTITUDE -Offer CCC to every customer -Assume they will want the product once they see the features/benefits -Show enthusiasm about the product and have good product knowledge -Never package the CCC membership. The customer must know that the product is optional OVERCOME CUSTOMER OBJECTIONS -Do not take the first no as the final answer. There is a difference between objection and rejection. Perhaps your customer wants additional information. -Probe to find out why the customer is not interested. Take the TIME to show the customer how CCC can benefit them based on his/her needs. -Show the customer what it will cost per day compared to what it will pay for emergency road service or emergency travel reimbursement, etc. 10

11 CLOSE -The close can come at any time in your presentation of the product -If the customer says yes then stop; however, make sure they are aware this is a car club membership and not an insurance product. SUMMARY - Having good product knowledge, a positive attitude and recognizing the customer s needs is the key to successful selling. The CCC is considered an extra. It is not required to obtain the loan. Because of that, our sales ability and techniques are very important. The product is good- it can benefit the customer. It is up to you to convey that to the customer. Renewals CCC does not make direct sales contacts with members, even when memberships are about to expire. We have found it best for our agents or subscribing companies to secure membership renewals as a by-product of their own solicitation for new business from existing and former customers. Please inform the customer that CCC Memberships are sold and renewed for each loan and added for consecutive terms. NO REFUND RENEWAL- If a member renews his/her loan, and then sells him a new membership. When CCC receives the application we will send the member a new Membership Card with a new expiration date that includes the remaining months on the old membership along with the new membership. If the customer makes frequent loan renewals and agent continues to sell him memberships, CCC will notify agent to hold off making sales to that borrower. CCC will keep track of length of membership. 11

12 Car Club (Roadside Assistance) Comparison CCC Car Club Price $98 MSRP AAA Classic $150 (varies by state Allstate Roadside Advantage $52(basic) $108(premium) American Express Roadside Assist Free (Amex gold card) Cardholder New Car Roadside Assist Household Coverage 6 Adults 4 Adults 2 adults ($24 ea. Add l) 2 Adults Vehicles Any Any Any Private Single Car Passenger Disablements Unlimited 4 per yr Unlimited 4 per yr Unlimited Tow Range Unlimited 5 Mile Unlimited 10 Mile Nearest Dealer Max. Emergency Benefit (per disablement) Trip Interruption Valid Occurrence $200 $300 Breakdown/ Collision/Theft Covers Service $1,000 Collision/ Theft $100(basic) $150(premium) $50 Free Covers Service $750 Collision No No Legal Defense $750 No No No No 12

13 Membership Application CCC believes in simplicity when it comes to forms. Form A and a periodic remittance report constitute all the paperwork the sales representative needs to worry about. The portion of the long Form A perforated on each side is the application for membership in CCC. Here is an example of how the application should be filled out: APPLICATION FOR MEMBERSHIP 13

14 ALWAYS REMEMBER: *Print or type clearly. *Give name of master member, and associate, if applicable. *Always give complete address, including zip. *Sale date is important. Membership starts that day. *Always remember the amount of fee collected. This tells us the term of membership. *Make sure the member initials and signs the application *Members must receive a copy of the BENEFITS AND LIMITATIONS OF MEMBERSHIP page 14

15 Remittance Report The white form labeled remittance form is used to report your sales to CCC. We suggest that sales be posted daily or after each sale in order to reduce your workload on reporting dates. We require that there be a remittance to us more than twice each month. We recommend on the 15 th and last working day. The application for each sale you have made since your last remittance must accompany this remittance report. Be certain to put your office (branch) name and your individual name on the report. Clearly type or print the names of Master and Associate, list address with zips, date of each application, and amount of membership fee collected. On reporting day follow this procedure: Sales Reporting Procedures 1. Complete your remittance report by: (A) entering a summary of all applications being turned in; (B) totaling the column showing the fees collected; and (C) entering the total number of applications or memberships sold in the right lower corner. If you need more than one remittance report sheet, the total of fees collected and the total of memberships sold should be entered on the first or top sheet. Make as many copies of the report as needed for your files and supervisor or home office. 2. Attach or wrap remittance report sheets around all the applications accumulated since previous report date. 3. Include checks endorsed by member if endorsed loan disbursement checks are required for your office, or prepare your office check payable to Continental Car Club for total amount shown in lower corner of remittance report. 4. Please do not staple checks to applications. 5. Send applications, remittance report and check(s) to: Continental Car Club, Inc. P.O. BOX Jacksonville, FL

16 This book is the property of: Continental Car Club, Inc. P.O. Box Jacksonville, FL Phone: (800)