Medicare Momma
Expert
Unlike the DOI who have to identify themselves and show credentials, Secret Shoppers are allowed to remain secret. Agents in kiosks or giving sales seminars understand the role of the SS, and treat them like any other consumer. But we've had a lot of agents complain that SS are calling to set in home appointments and they know its a SS. Agents are not obligated to go--but if they can't create the impression they violated any of the prospects rights. First, you know it is a SS when he calls in and says he was referred to you. When you ask WHO referred him...he can't remember the name. Bingo.
No you are not obligated to waste your time. Just tell him your schedule won't permit an appointment and refer him to other agents or the carrier telesales department.
There used to be a carrier that actually paid an agent when he completed a Secret Shop. This is a very respectful way to treat agents and I'd like to see this popularized.
No you are not obligated to waste your time. Just tell him your schedule won't permit an appointment and refer him to other agents or the carrier telesales department.
There used to be a carrier that actually paid an agent when he completed a Secret Shop. This is a very respectful way to treat agents and I'd like to see this popularized.