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Center for Curriculum and Transfer Articulation
Automobile Policy Adjustment
Course: CSR207

First Term: 2018 Fall
 Lec + Lab   3 Credit(s)   4 Period(s)   4 Load  
Subject Type: Occupational
Load Formula: T Lab Load


Description: Emphasis upon policy explanation and adjustment. Covers membership status, quality customer service information, and in-depth online resource instrument review. Also includes consultative selling practice and the observation of acting member service representatives.



MCCCD Official Course Competencies
1. Report upon the observation of customer service practices. (I)
2. Complete member status updates. (II)
3. Compare and contrast differences in coverage. (II)
4. Use appropriate contract terminology. (III)
5. Demonstrate the ability to explain insurance contract stipulations to policyholders. (III)
6. Describe insurance coverage specific to an association member`s policy contract. (IV)
7. Identify factors associated with quality customer service. (V)
8. Demonstrate consultative selling practices. (VI)
9. Practice discounting insurance rates for qualifying members. (VII)
10. Demonstrate the ability to adjust coverage on an existing active member policy. (VIII)
11. Document policy adjustments. (VIII)
12. Review general on-line resource instrument information. (IX)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.
 
MCCCD Official Course Outline
I. Observation
   A. Representative assignation
   B. Observation
   C. Report provision
II. Status
   A. Terms
   B. Updates
      1. Types
      2. Procedures
   C. Coverage differences
   D. Documentation
   E. Letter provision
III. Contract components
   A. Terminology
   B. Contract elements
   C. Personal injury protection
   D. Member responsibilities
      1. Obligations
      2. Duties
   E. Policy issues
      1. Periods
      2. Territories
   F. Policy cancellation
IV. Coverage specifics
   A. Coverage definition
   B. Coverage example provision
      1. Features
      2. Benefits
   C. Application
V. Customer service factors
   A. Identification
   B. Description
   C. Application strategies
VI. Consultative selling
   A. Explanation
   B. Application
   C. Cross-selling
   D. Rapport building strategies
VII. Discounts
   A. Vehicle based
      1. Anti-theft
      2. Safety
   B. Operator based
      1. Good driver
      2. Good student
      3. Longevity credit
VIII. Adjustments
   A. Need identification
   B. Policy selection
   C. Performance
      1. Additions
      2. Deletions
      3. Cancellation
   D. Documentation
IX. General online resource instrument review
   A. Access
   B. Information categories
   C. Navigation
 
MCCCD Governing Board Approval Date: 3/24/2009

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.