Module 2: Sales

First, come up with a script that is natural for you. The Resource Hub has scripts for auto and multi-line, which you can adapt and make your own. Practice your call in front of a mirror, with family or friends, and with your mentor agent. 

BUILD RAPPORT 

You will begin to build rapport with the first call or face-to-face meeting.  Whether speaking with people is natural for you or not, it's essential to practice this and even reflect upon your conversation to improve your skills. You can use the following strategies to build rapport. 

1. Begin any conversation with a smile! 

When speaking to a customer, practice smiling. Smiling affects your voice and can easily change the mood of a customer. When you meet in person, that smile is visible and will set a positive tone. 

2. Practice active listening 

When you actively listen to your customer, you are entirely focused on them. You are not multitasking. You are making a conscious effort to listen to understand their concerns and requests.  

3. Learn about the customer 

This customer may become a lifelong client and may even refer you to others because of the relationship you build with them. Remember, you are helping to insure some of their most valuable items. Try basing your conversations on the FORD method created by John DiJulius a CX consultant. During the initial conversation, try to come away with three facts about your customer. 

F- family 

O- occupation 

R- recreation 

D- dreams 

4. Build trust  

Building trust starts from the first conversation. Remember, you're the expert so educate your customer, and don't assume they know everything. Ask questions to learn about their needs and then explain the value of your products. 

Contact Leads Immediately 

There are two ways to manage leads, but in both cases, the early bird catches the worm! 

1. Natural market or preferred customers - consider creating the quote before calling. 

2. Online shared leads - many people have access to these, so you will want to be the first by calling within two minutes. 

3. Exclusive leads - these are leads that only you have access to and these potential customers are actively searching for a new quote. It's best to make contact as soon as possible but no later than 24 hours.

IMPORTANT ! 

With the creation of online insurance, insurance agents are not only competing with other agents but also with online computer sales. Hence, it is vital that you make initial contact with prospective clients before anyone else. 

Customize Quotes

The more you learn about your customer's needs, the better you can customize their quote and offer the best options. In some cases, customization can reduce costs, which is a win-win situation for the customer and you. 

To understand what questions to ask, take some time to experiment with quotes. See what happens when you make different customizations. 

DID YOU KNOW? 

Many agents forget to ask about health insurance coverage during the quoting process. Why is this important? Because many health insurance companies pay for auto accidents before personal injury insurance (PIP), which could reduce the cost of their premium, so it's important that we collect this information in the first conversation. While you have the customer on the phone, as for their current Declaration page. If they can email it to you, you can quickly review it and see what you're competing against and also try to upsell if possible. 

NOTE ABOUT PRE-FILLED QUOTES

Up to 50% of the time, the pre-filled quotes are not fully completed or incorrect, so asking for the Declaration page can avoid any miscommunication.  

MEDICARE AND MEDICAID

Make sure to indicate on the quote by selecting the correct special option whether the client has Medicare or Medicaid. 

When the PIP coverage is exhausted, medical bills will go to Medicare or Medicaid; however, there are some stipulations regarding what they will cover.  

MANAGING OBJECTIONS 

No matter what you sell, a strong salesperson must know how to manage objections. This takes practice, and you may feel uncomfortable the first few times but forge ahead; it will get easier with time. You can try the following tips as you sharpen your sales skills. 

THREE COMMON TYPES OF OBJECTIONS

1. Price

Before sharing the quote with the customer, you should have woven the value of what you're offering into the conversation so that if the price becomes an objection, you can reiterate the value. If you are offering more coverage than what they currently have, explain how the additional coverage benefits them. 

2. Need 

Offering the customer the same coverage they previously had is tempting, but you may miss out on the opportunity to cover your clients to the level they need. Maybe the client had a life change (marriage, divorce, children, etc.) If they object to the need, reiterate why they may be overlooking it and offer examples of real situations. You do not want your insured to get in a situation where there could have been coverage, but you did not ask more questions to uncover all their needs.  

3. Stalling 

As you attempt to assume the sale, the customer may say they need more time to think. Remind the customer the reason they are shopping for new insurance and the value your company offers. Ask them what questions they have and quell any concerns or fears by explaining the coverage and reiterating the level of customer service they will receive from you. 

IMPORTANT! 

Check out the Potential Objections sheet in the Resource Hub for more information and examples of how to respond.  

There are many opportunities to cross-sell to your customers, so take advantage of those times. Cross-selling can benefit your customer by expanding the scope of their protection and by increasing your commissions. 

Timing and delivery are essential factors in cross-selling. There is an opportunity during the first call to explain the cost benefits if a customer purchases auto and home insurance. However, most times, customers may only be interested in a fast quote, so focus on their immediate needs first. After you've closed the sale, make a plan to cross-sell within 30 days. 

Try This! 

Within 30 days, call your customer to confirm whether they set up their online access and then walk the customer through how to get their documents online. Here is the perfect opportunity to ask some probing questions that may lead to some cross-selling opportunities. You can discuss potential savings and common misconceptions about different insurance policies. 

Following Up

Following up is essential if you cannot make the sale on the first call. You risk the sale if you do not follow up when you say you will. Create a plan for your follow-up plan.  

Here are some tips on a follow-up plan.

1. Email the quote to the customer as soon as possible. 

2. Send a text message the next day. 

3. Call the customer to see if they have any other questions and attempt to close the sale. 

4. Check-in every 3 days for the next week. 

5. Try again in 6 months.