Selling Interaction
What are the 2 core components in Active Listening
- Listens with a purpose to understand and identify the needs and wants of each customer - Reasonably match your customer’s pace - not too fast or too slow (do not talk over the customer or cut them off)
How should questions be asked in the application
Ask all questions in the order in which they appear
I wasn't expecting to pay that much today?
Statement
What is step 3 of the closing process
3. Listen and identify the type of customer response
What should you determine when getting an objection?
Determine if we are competitive
What are the core elements of Persuasion?
- Uses influential language that leads the customer to make a buying decision - Asks questions to determine needs - Uses voice inflection that’s specific and tailored
Fill in the blank________
______system prompts for State and Company rules and guidelines –
Follow
Is this a 6 months or year policy?
Question
What is the #1 step of the closing process?
1. Present the rate and ask the customer to buy - Pause
What type of need do you use first?
Primary
What are the core components of Tailored responses?
Hint: 3
- Sells to stated and/or relevant needs by using industry and company knowledge to differentiate GEICO - Responds in a way that builds trust and rapport (why buy from me and/or GEICO) - Provides reassurance about insurance status (i.e. NNO, SR22, GR, IA, etc.) and coverages
Fill in the blank______
________till you know
Probe
I need to talk to my spouse before I make a decision
objection
What is step 4 of the closing process?
4. Effectively handle the response
Fill in the blanks
Sell GEICO's ______, ______, or _______
benefits, services, or rating
What are the core components of Confidence?
- Speaks in clear and concise manner without hesitations (long pauses) - Makes it easy to do business with GEICO by removing barriers to buying the policy by taking control and providing direction - Never assumes objections or concerns/always assumes interest
Fill in the blank______
Operate with ________ ___________
Uncompromising Integrity
What is the first step when getting an obstacle
► Obstacle - Confirm the customer is interested and offer solutions to overcome the barrier
What is step 2 of the closing process?
2. Allow the customer to respond
When giving the customer a reason to switch to GEICO:
What should you identify when handling an objection?
Identify any rating differences
What are characteristics of an expert professional
- Provides competent insurance advice and guidance about coverage, products, benefits and processes related to GEICO and/or the industry in customer friendly terms - Tone and approach creates a positive customer experience
Fill in the blank _______
Use _________ & ____________ for Processes/Procedures and industry information
Use Quick links & Resources
What kind of question do you ask to narrow down or identify what is holding the customer back?
What is this called?
Ask a win win question
What steps are repeated after step 5
step 5. Ask the customer to buy again
repeat steps 2-5 until the customer agrees to buy, gives a definitive ‘no’ or requires a callback
How would you respond to "I don't want to buy today?"
Ok, no problem what day would you like to make your policy effective?