Penalty List

Penalty Level 1 Warning up to $5

Infraction

Talking/singing to your neighbor, buddy, friend ANYTIME during the call (dialing or on hold)

Infraction

Saying you’re at the “Corporate Office”

Right Way: “I’m at the Home Office or the Headquarters”

Infraction

Not saying, “You sound great!”

Infraction

Not asking, “Are you a Veteran?”

Penalty Level 2 Maximum Fine – $5 or 1,000 Points

Infraction

Not using pattern disruption to get the correct “Decision Maker” on the phone

Infraction

Telling a customer, we will not ask for a CC# or payment over the phone

Right Way: “I’m not sending the Marines down to pick up a check”

Infraction

Not being honest about being in Arizona

Right Way: “Our main office is in Arizona, but we work with the veterans clubs across the country.”

Infraction

Changing your accent

Right Way: Keep it real! You are not an actor or voice coach.

Infraction

You were not on the phone but we heard you cursing in the background

Right Way: Keep it professional! Do not ruin another agent’s sale

Infraction

Just saying “we are only reserving your spot” or “we only need a verbal handshake” or “verbal thumbs up”

Right Way: “We can reserve your spot with a verbal agreement/commitment today”

Infraction

When transferring a sale, you did not follow the script

Infraction

Didn’t ask all closing preparation questions

Infraction

Didn’t ask/verify framed certificate options

Infraction

Didn’t use CYA Form

Infraction

Saying the customer can go down to the clubs and have meeting/seminars and/or saying we need someone to go to the club once a month

Right Way: “Go to the club, have a drink with the Vets, and check out your ad on the Hero Network TV”

Infraction

Agent offered 30 days out for the payment without the customer asking for terms

Right Way: “With a dollar down today we can get everything started.”

Penalty Level 3 Maximum Fine – $25 or 2,000 Points

Infraction

Promise results

Right Way: “We can’t promise results/leads but do promise exposure” or “What I can tell you (OWNER NAME) is with Geo fencing technology we are able to target a specific demographic for you that is more likely to use your service.  Once someone clicks on your ad the rest is up to you.”

Infraction

Promise exclusivity

Note: We do not offer exclusives. Do not say things like “Once I find a mortgage company I am not calling anymore”

Penalty Level 4 Maximum Fine – $25 or 2,000 Points

Infraction

Mentioning cancellation policy without the customer asking about it first

Infraction

Lying about cancellation policy

Right Way: “If you are unsatisfied with our service after 90 days, you may cancel the remainder of your subscription.”

Infraction

People that are not supposed to be doing reloads or renewals offering 12 payments without getting a CC/check on file.

Infraction

You are rude to one of your team members.

Right Way: Smile and remain professional

Penalty Level 5 Maximum Fine – $200 AND 25% of Points

Infraction

Customer asks where you are located and you say, “I’m IN, AT or work FOR the club/post/legion”

Right Way: “I work WITH the club/post”

Infraction

Saying we have a 87% (any percentage) renewal rate

Note: Don’t make up facts/figures. If you don’t see it in writing on hthproject.net – most likely it’s not true!

Infraction

Selling agent cursing anytime during the call

Infraction

Saying that our owner Scott has a close relationship with the post commanders/Scott is a member of THAT American Legion

Right Way: Our Owner is a member of the American Legion, D.A.V. (Disabled American Veterans) and the Fleet Reserves. We do not have the post commander info but you can feel free to call the post

Penalty Level 6 Maximum Fine – $2,500 & All Points

Infraction

If a customer calls in saying an agent was rude and there is verification of that in the call (EX: saying, “thanks for wasting my time” to the customer or hanging up on them). This is a mandatory penalty, NO WARNINGS WILL BE GIVEN!!

Right Way: Do not be rude! Maintain professionalism at all times.

Infraction

Hanging up on a client inappropriately. (Doesn’t apply when a customer curses at you)

Notes / Right Way

There is no excuse to hang up on a customer unless you are told to or the customer is cursing at you.

Right Way: Do not be rude! Maintain professionalism at all times.

Penalty Level 7 Maximum Fine – Lose EVERYTHING!

Infraction

If you put the company in Jeopardy through actions like calling a loved one or acquaintance, on a banned website on purpose.