IMPACT

Question 1

What does IMPACT stand for

Answer 1

• Investigate
• Meet
• Probe
• Apply
• Convince
• Tie It Up

Question 2

During Objections/Concerns what technique should be applied?

Answer 2

Probe, Overcome, and Proceed (P.O.P.)

Question 3

During P.O.P. how many and which steps should be taken during Probe?

Answer 3

There are 3 Steps:

• Identify (what’s your concern?)
• Isolate (any other concerns?)
• Verify (where did you hear that?)

Question 4

During P.O.P. what steps should be taken during the overcome step?

Answer 4

• The recruiter will show empathy
• The recruiter will provide verifiable facts and data figures to clear objections

Question 5

During P.O.P. what steps should be taken in the Proceed step?

Answer 5

• The recruiter will confirm the concern is resolved

“Does that resolve your concerns? Is it okay to move forward?”

Question 6

During IMPACT, what are the steps in Meet

Answer 6

• Approach Neutral
• Greet Applicant
• Establish Rapport
• Use Statement of Intention
• Transition to Probe Step

Question 7

During IMPACT, what are the steps in Probe?

Answer 7

• Universal Starter Question
• Open, Closed, Confirmation, and or Clarification Questions
• PAS Questioning
• Write down the Whats/Whys
• Use Summary Statement
• Transition to Apply Step (the word RECOMMEND must be used)

Question 8

During IMPACT, what are the steps in Apply?

Answer 8

• Provide Relevant Service Benefits Info
• Relate Relevant Needs/Wants (What/Whys)
• Ask for feedback (Sound good?)

Question 9

During IMPACT, what are the steps in Convince?

Answer 9

• Offer proof of claims (Sales Aid, Awards, Testimonials, Fact Sheets, and Websites)
• Provide proof of claims
• Verify completion
  “Need to see anything else in regards to subjects?”

Question 10

During IMPACT, what are the steps in Tie It Up?

Answer 10

• Use Assumptive Statement
• Reinforce Commitment
• Transition to Forms (word RECOMMEND must be used)

Question 11

Proper way to greet an applicant?

Answer 11

Hello I’m _______, what’s your name? I’m your local _______. What brings you into the office today?

Question 12

How long should rapport last and what are good rapport building questions?

Answer 12

Should last no longer than 2 mins

• How’s your day been?
• How’s your week been?
• How was the trip into the office?

Question 13

What is a Statement of Intention?

Answer 13

A statement given to an applicant to outline agenda of what will be covered and accomplished during meeting

Question 14

Example Statement of Intention

Answer 14

“So I want to respect your time, and roll into what you’ve come here today for. The ______ could be an excellent opportunity for you but first I want to ask you a couple of questions and get to know you more. Is that okay? Also do you mind if I take some notes? What’s your phone number just in case our time is cut short or an emergency pops up?

Question 15

What are examples of Universal Starter questions?

Answer 15

• What are some of your main goals in life?
• What are some major concerns in your life right now?
• What are the main things impacting your life right now?

Question 16

During the Probe step, what does P.A.S. Stand for?

Answer 16

• Problem
• Agitation
• Solution

Question 17

Example P.A.S.

Answer 17

• I understand you need ______. Is that correct?
• If you don’t get ______, how will that affect you?
• What steps have you taken to get ________?

Question 18

What is a Summary Statement?

Answer 18

• The Recruiter will issue a simple and brief summary of only the what’s/needs
• Service Benefits and Why’s will not be included in summary

Question 19

How do you transition from the Probe to Apply Step?

Answer 19

__________ based on your interests, I RECOMMEND we discuss some _________ opportunities available to you

(Must say Recommend)

Question 20

During the Apply Step how would you provide relevant benefit info?

Answer 20

In the ________we have ________ (benefit) this will provide you with _________ (feature) to ___________(repeat their problem/goal. How does that sound? Sound good to you?

Question 21

During the Convince step how should you offer and provide the relevant proof?

Answer 21

• Specific to the applicant’s needs
• Don’t give additional unless they are asked about

Question 22

What is an Assumptive Statement?

Answer 22

_________, based on your interests, it sounds like your ready to take the next step and become ___________

Question 23

During the Tie It Up Step how do you reinforce commitment?

Answer 23

Extend a verbal congratulations along with a handshake or fist bump

Question 24

During the Tie It Up Step, what must be completed following reinforced commitment?

Answer 24

Transition to forms
“I recommend that we get you scheduled for further processing. How does that sound?”

Question 25

If an interview is interrupted by another applicant trying to get information what do you do?

Answer 25

Let the member know you want to respect the time and the privacy of the member you are already in an appointment with but you can get back with them right after. Take their name, number, and hand them a business card. Let them know if you don’t call within the next 2 hours to please call me.

Question 26

Within what step does the Statement of Intention happen?

Answer 26

Meet Step

Question 27

During what step does P.A.S. happen?

Answer 27

Probe Step

Question 28

During which step does the Summary Statement happen?

Answer 28

Probe Step

Question 29

During which step does proof of claims occur?

Answer 29

Convince Step

Question 30

During which step does a assumptive statement happen?

Answer 30

Tie It Up Step

Question 31

During which step does Reinforce Commitment happen?

Answer 31

Tie It up Step

Question 32

During which step could Objections/Concerns occur?

Answer 32

Any step during IMPACT