It's From The Book
"Who are you currently insured with? How long have you been with them? and What has you looking for new insurance?"
When asked at the beginning of the quote are considered what type of questions?
What are Preliminary Questions?
This is the part of the T-Chart that is discovering how they do business with their current company
What is the Have/Current Situation?
When that claim happened what did your company do well? What would you have changed?
What are Best/Least Questions?
A customer with current insurance and has been with their company for years
Ex: Typically, I hear people like yourself ask things about how switching works or how long this process will take since it has been a while since they last did something like this. Have those things been on your mind as well?
My company doesn't recognize my tenure
What is Loyalty?
The three types of listening styles
What is Responsive, Empathic, and Focused?
This is the part of the T-Chart that is discovering how they want to do business moving forward
What is the Want/Desired Situation?
How did you do business with your current company?
What is Fact-Finding?
A customer with a bad claims experience
Ex: I am sorry you had to experience that; I've dealt with something like that too. When I switched, my main concern was how the next insurance company was going to handle claims. Is that something that you are concerned with as well?
I am frustrated with a lack of communication from my current company
What is U.S. Mail/ Paperless? (Variety of Communication options)
This is the internal conversation that everyone has that is either positive or negative
What is Self-Talk?
Questions that typically start with "How" and "What", and cause customer answers to be more than one word
What is Open-Ended?
How did it make you feel when your boat broke down on the lake and your company didn't help?
What is Feeling Finding?
A customer calling in after quoting themselves online
Ex: I tend to hear customers who have done their quote online, ask about their coverages and whether they selected enough for themselves. Is that something you were curious about?
I was cancelled by my last company due to non-payment.
What is EFT/ Automatic Card/ PIF/ Manual Payments?
The three practical reasons that we appeal to when using an Advantage Statement
What is Less Cost, More Quality, and Less Effort?
This is needed from the customer to begin uncovering GAPs in their insurance situation (prior to asking Discovery questions).
What is Permission?
In a perfect world how would you want to be recognized for that tenure?
What is Magic Wand?
A customer who is being dropped by their current company and needs an SR22
Ex: Aw man, that's unfortunate. I know that when I first dealt with SR22's, I had a ton of questions regarding how it is handled and how quickly it can be done. Are those questions that have crossed your mind too?
I need an SR22 and don't know how to file it
What is "Don't worry, we file it on your behalf"?
The four personal reasons that we appeal to when using a Benefit Statement
What is Power, Approval, Recognition, and Respect?
Two of the four parts that make up the discovery agreement
What is Ask Permission, Review Discovered GAPs, Request Agreement, and Catch-All?
Can you elaborate more on how you prefer to communicate with your current company?
What is Tell Me More?
A customer who is calling for a motorcycle quote and is wanting to bundle
Ex: Exciting! That's something I can help you out with. Often times when people want to bundle their products, they ask about how long it will take and what they need to have for them. Are those questions that you have too?
I got a ticket and my policy uprated immediately
What is "We run your MVR at renewal not midterm and have a program to help you earn back that premium"?