1. The BEST way to deal with a situation in which you have heard the story that a potential new client (PNC) is sharing with you many times before, is to:
- Ask the PNC lots of questions so you don’t get bored
- Relate similar stories you have heard from other PNCs
- Remember that for the PNC this is the first time they have told their story
- Direct the PNC to the information on your intake form as they are relating their story
2. Check the characteristics below that are KEY components of a story:
3. The Intake Specialist needs to take charge and DIRECT the potential new client in how to tell his or her story. True or False?
4. The Intake Specialist should ask a few basic questions BEFORE asking the PNC to tell his or her story. True or False?
5. As with so many other things in life, when completing What should you do if, when telling their story, the potential new client leaves out critical information?
- Leave the information blank so that someone else can get it later
- Take your best guess given what else they’ve told you
- Go back and politely ask for it
- Tell them they left it out and insist they provide it
6. Place each of the activities below in the ORDER in which they should be carried out.
- Ask the qualifying questions to get more information
- Send a contract to qualified PNC’s
- Get the basic information
- Ask the PNC to tell their story
- Ask them if they want to file a claim if they qualify