Team Sullivan Sales Superstars

Make it Personal Model

100

How Do We Do It? (what stage)

• Open your resources for easy access in your moment of need
• Smile while you are talking to your Customer
• Use a greeting and have a positive tone to ensure your Customer can tell you are ready to help them
• Use your Customer's name and acknowledge their concern
• Actively listen to your Customer's reason for calling

Welcoming

200

How Do We Do It?

• Tell customers we appreciate their business and tell them why
• Recap the Fix! Confirm what was done to resolve their initial need
• Confirm what you did to go "Above and Beyond to help with future needs and summarize key expectations
• Thank your customer for choosing TD Insurance and how you value the opportunity to help them in the future

Thankful Stage

300

How Do We Do It?

• Offer advice that can help your customer save time, make money or make it easy
• Focus on what you "can do"
• Provide options to help your customer make the best decision
• Take time to explain policies, processes, procedures and/or fees
• Have your resources ready

Be Knowledgable

400

How Do We Do It?

• Identify your customers emotions and acknowledge their effort through past interactions
• Actively listen and use purposeful small talk to understand your customer's needs
• Ask open ended questions to uncover primary and secondary needs
• Demonstrate empathy and genuine interest in your customer's needs

Be Curious and Caring

500

How Do demonstrate being helpful?

• Get it right the first time
• Manage expectations; clearly communicate dates, timelines & next steps
• Anticipate future needs of your customer; provide future focused recommendations
• Provide advice on self-serve options, including digital authentication

Social Styles

100

Qualities 

▪ Serious and direct 

▪ Values speed and efficiency

Driver

200

▪ Asks a lot of questions 

▪ Risk-averse

Analytical

300

Rapport-building suggestions 

▪ Make a personal connection 

▪ Affirm their decisions 

▪ Acknowledge loyalty

Amiable

400

What you might say

“Based on our discussion of all of your coverage needs, it sounds like the Enhanced Home Coverage is a good fit for you – what do you think?”  

Expressive

500

How can I communicate with a client who isn't responding to my style of service?

Match their social style, communicate with them effectively and build trust.

Unstated Needs

100

EXAMPLE CUSTOMER STATEMENT 

My husband has a vehicle too – I forget what company he has insurance with

CLUES TO LISTEN FOR ▪ Recent change in living situation ▪ Vehicle(s) in household not currently insured with TD

 

New Auto policy

200

CLUES TO LISTEN FOR • Children in/approaching early 20s • Recently engaged • Has auto coverage only(changing address)

New Residential policy

300

We’re driving to Chicago next week – we love road trips! 

Grand Touring Solution

400

I am travelling to Europe to visit family – I plan on renting a car

Umbrella

500

• Frequent travel • Busy lifestyle • Frequent online shopper

Identity Theft Endorsement

Conversion best practices

100

How can we get 3 points for conversion on one call?

Quoting and binding 3 lines of business on one call. Home, auto, motorcycle

200

Something you should do right after providing the annual premium

Ask for the sale

300

Initial objection?

"To ensure you are receiving the best savings and all your eligible discounts, might I suggest we do both your home and auto insurance quotes today?" 

Price

400

Initial objection

"Josh, I know x is incredibly valuable and I want to save you x in the future. Since I already have all your details here, I can quickly complete that quote. How much time do you have?"

Time

500

What are the four techniques to ask for the sale.

Assumptive

Use language that assumes the

customer would like the product

Collaborative

Use language incorporating "us" and

"we"

Persuasive

Use logic to show a customer how you can meet a need they have expressed

Emotive

Appeal to feelings to respond to an emotional need uncovered during the purposeful-small talk stage

Benefits of TDI

100

When you have both home and car insurance with TD Insurance, not only can you save a bundle, but you’ll also get

 Legal and Home Assistance 

These complimentary services mean you can receive free, over-the-phone, legal advice relating to personal matters, as well as referrals to prequalified contractors that can perform renos, repairs or maintenance on your home.

200

With the X you have flexibility in terms of how your claim is paid out, even if it costs more than expected. For example, if you need to rebuild your home and there’s a lumber shortage, it could cost the insurer more than estimated.

Million Dollar Solution

300

Pay only one X if you ever have a claim for both your home and car at the same time from an eligible covered loss.

One Deductible

400

This protection provides up to $45,000 in coverage for additional expenses resulting from harassment, intimidation, defamation of character, invasion of privacy and threats of violence, subject to limits.

Such expenses include*:

• Psychologist or psychiatric services.
• Expenses related to new school enrollment or private tutoring.
• Use of digital forensic analysts and cybersecurity consultants.

Family Coverage under Enhanced Home

500

It’s our commitment to quality repairs to get your vehicle back up and running... and your home safe and sound

Lifetime warranty on repairs by preferred vendors or TDI Auto Center