Placement
The best time to present an offer.
What is anytime before the call ends?
Close ended questions definition .
What are questions with easy "yes" or "no" answers?
Customer says they got hung up on.
Some ways to build strong relationships within your peer group.
What is providing them with best practices using your knowledge, influencing them to help with their success, share new things you learned, provide critical feedback, make others feel included, valued, and respected?
Personal property.
What are personal electronics, sports/professional equipment. and clothes?
Customer just got married and is updating their martial status/ spouse.
What is did you just move in together and do you need protection on your home?
Ways to form open ended questions.
What is who, what, when, where and why?
Customer wants to know how much they can pay and still renew.
What is putting in the correct numbers in the partial pay calculator?
Best use of your aux 5 reading time.
What is completing assigned trainings before due dates; checking your metrics, emails, updates on pro link, and any other necessary information needed to read like going over/studying guidelines?
Making it personal definition.
What is learning about your customer and building rapport with them?
Caller is irate and not having a good experience.
What is Emphasize with the customer and address the issue first. Then offer to “make it up to them” by offering a “complimentary quote” to save them money?
Caller says they want to wait on their spouse to decide about your offer.
What is "What will be your spouse's reaction/ what will they say if you surprised them with getting a quote ?"
NI says they can't pay their bill on time and wants to know when to pay to avoid cancellation.
What is looking at notice requirements guidelines?
Be available for our callers to provide the best quality experiences.
What is minimize the time off phones; get things right/complete work correctly the first time; know your guidelines, reduce unnecessary work and keep rep aux down?
Customer is happy with the coverage and company they have now.
What is “I am so happy that you are being treated well over at _______, let’s see if they can treat you even better by getting a lower quote for them to match or beat our amazing prices!” ?
Customer is moving/updating address
What is “Since we are updating your new address, I don’t see that your new place is insured with Progressive. Did you know we now have more competitive rates and availability than ever before? With our new Home Quote Explorer feature, you can get rates from several companies.”?
Caller doesn't have a lot of time and has to go.
What is "When is a good time for us to go over this, because we( licensed consultant for property) can set up a callback? "
Caller just bought a car and wants to send dealership the binder.
What is updating the policy by adding a vehicle and emailing/ faxing the voi?
Customer takeaways
What is make effective referrals, educating them, listening to understand their needs without them having to repeat it; engaging them; they know your working hard on their behalf and are on their side; anticipate their questions and needs by asking them the right questions; respectful treatment of them; throughly review the policy?
They don't have time for small talk; their not interested.
What is “You sound like a numbers person who would love to save on your premium while effectively protecting your things. I’d love to get my colleague on the line to protect your finances.” ?
Caller mentions they're in college.
What is Emphasis on phone, laptop, books for example, “Books are expensive and if they somehow get damaged or stolen, it would be very difficult to replace. Let’s avoid any hardship! Renter’s insurance costs less than replacing those items even once!”
NI says they don't have any property that is valuable and worth insuring.
What is " What are you talking on right now? A cell phone, okay and those are expensive would you agree? What would you do if you lost your phone or it was stolen?"
Caller is unsure what coverages they need or want.
What is educating the customer on the coverages, offer to run quotes for different amounts/ deductibles, and if needed get them to a coverage counselor to offer advice?
Engagement of customers .
What is summarizing back to them what they said so they feel heard and understood; instilling confidence, make them feel that their a priority/cared for, and their needs will be handled professionally and promptly; knowing when to present our products and services ?
Customer does not want an extra monthly expense
What is “it is very important to protect your assets! If you already have homeowner’s elsewhere, you won’t have an extra expense. In fact, we can potentially lower your monthly payments and even tie it into your escrow! Progressive lowered my mortgage payment and even provides MORE coverage. More protection can save you SO MUCH in the event of a loss in your car or home.” ?