The Standards
First Standard
Outbound Call Leads Right Away
Sixth Standard
Follow Retool for Quoting
When would we NOT call right away?
If the customer explicitly said “I can’t talk on the phone now” or “I’m at work, can you just text me the quote"
What are the 5 steps in our Phone Standards?
Greet the client with enthusiasm
Identify the key driver for shopping
Pitch Savvy
Confirm core details
Close the sale
What two shortcuts do we use when we sell a policy?
#SoldPolicyText and #SoldPolicyEmail
Always Present a Value Prop When Sending Quotes
Seventh Standard
Always File (and Re-file) Quote Outcomes
"Amazing news: I can save you $29/month while matching your current coverage! That's $348/year!" Is an example of which Standard?
Always Present a Value Prop When Sending Quotes
What's our go-to phrase for identifying the key driver a lead is shopping for insurance?
“What has you shopping for insurance today?”
Lead texted "I want help switching insurance" from an unknown number
#NoKustomerAccount-UnknownNumber
Third Standard
Stop The “TMI” (Too Much Information)
Eighth Standard
Terminate Leads Correctly
What are the two types of leads that need onboarding?
1. A lead whose account cannot be automatically found in Kustomer
2. A purchased lead OR one sent from a partner for manual outreach (Ramsey/ Hometown)
Name 1 core detail we want to confirm over the phone (Hint: there are 5)
1. Current Insurer/Currently Insured
2. Current Premium/Budget
3. Length with Current Carrier
4. Number of Drivers/Vehicles
5. Own or Rent
Missed call from an unknown number
#NoKustomerAccount-MissedCall
Fourth Standard
Follow Our Lead Workflow
Ninth Standard
Leave Clear Notes
What are the two ways we would "Terminate" a lead?
Agent of Record change or Ad Link
What is the most important step when asking for the sale?
Asking for CC/ Debit card!
"All we need to get you covered today is the (Down Payment Amount) and we can do that with a debit or credit card, which works best for you?”
Lead texted "I switched to Progressive last night"
#ReconnectAfterSwitch
Fifth Standard
Follow Our Phone Standards
Tenth Standard
Follow Up Correctly
To avoid TMI, we should never do any of these three things
1. Attempt to explain a confusing payment schedule over text/ email.
2. Try to explain the underwriting process over text/ email.
3. Explain the benefits or details of a user's complex coverages.
Name a value statement we can use to pitch the benefits of Savvy to a customer
1. Appointed with dozens of carriers
2. Continuously reshop your policy at renewal
3. Assistance cancelling your current policy
4. Text, email, or call us 7 days a week for any help you need
A lead who does not have an interview completed but has exciting quotes in retool
#NoInterview_WithQuotes