Objections
Just email me the quote.
Absolutely. I'll send it over. Would it be okay if we scheduled a quick 10-minute call tomorrow so I can walk you through the differences and answer any questions?
Home Replacement Cost
Question:
A homeowner says: "Why is my insurance company insuring my home for more than what I paid for it?"
Expected Answer:
The insurance amount is based on the cost to rebuild the home, not the market value. Rebuilding costs include materials, labor, permits, and construction expenses.
First Impression
Client answers the phone and says Hello, what do you say to get them to drop their walls down
Who are some key referral partners an insurance agent should build relationships with?
Expected Answer:
Examples:
Golf Cart
Does a golf cart that isn't licensed for road use need to be on an Umbrella policy
I need to talk to my spouse.
I completely understand. Would it make sense for us to schedule a time when both of you are available so I can answer everyone's questions at once?
Liability Coverage
Question:
A customer asks: "What does liability coverage actually pay for?"
Expected Answer:
Liability coverage protects you if you are responsible for causing injury or property damage to someone else. It can help cover their medical bills, repairs, and legal expenses up to your policy limits.
Finding Common Ground
Name three topics you can ask about to build rapport that have nothing to do with insurance.
Expected Answer:
Examples:
Daily Activity
What is the number one thing we should track that is not sales
Asking for the Sale
Question:
After reviewing coverage and price, what should an agent do next instead of saying "Let me know what you think"?
Expected Answer:
Ask for the business confidently.
Example:
"Based on what we discussed, this looks like the right fit. Would you like to move forward and get this started today?"
I'm happy with my current insurance.
I'm glad to hear that! Most of my clients felt the same way before we reviewed their policy. If we could improve your coverage or save you some money, would it be worth taking a quick look?"
Medical Payments / PIP
Question:
Explain medical payments coverage to a customer who asks, "Doesn't my health insurance already cover injuries?"
Expected Answer:
Medical payments coverage can help pay certain medical expenses after an accident regardless of fault. It may help cover costs that health insurance doesn't fully cover, depending on the situation and policy.
Customer Doesn't Want to Talk
Question:
A customer answers the phone and says, "I only have a minute." How do you build rapport without wasting their time?
Expected Answer:
Respect their time while staying personable.
Example:
"No problem, I'll be quick. Before we get started, how's your day going?"
Measuring Success
Why would only looking at sales numbers lead you in the wrong direction?
Because sales are a result. You need to track leading indicators like:
Farmers Customer Experience
Question:
A customer says, "I can get a cheaper price online in five minutes. Why should I work with you?"
Expected Answer:
A strong answer focuses on value:
"You absolutely can find a price online, but my job is to make sure you're not just buying a cheap policy—you're getting the right protection. I'll be here to answer questions, review your coverage, and help you when you actually need to use your insurance."
Price Is Too High
"I understand. Besides the price, how do you feel about the coverage we reviewed? Is the premium the only thing holding you back?"
Liability Limits
Customer has 50/100/100, you explain its not the minimum then they say:
A customer says: "Why would I need higher liability limits? I'm a safe driver and I've never had an accident."
Expected Answer:
Insurance isn't just about your driving history—it protects your assets if something unexpected happens. A serious accident could create damages that exceed minimum limits, putting your savings, income, or assets at risk.
Active Listening
Question:
A customer tells you they just bought their first home. What is a good way to follow up?
Expected Answer:
Ask about their experience:
"That's exciting! Is this your first home purchase?"
or
"Congratulations, are you new to the area?
Growing Beyond Yourself
What is the difference between being a salesperson and being an agency owner like us?
Answer: A salesperson focuses on today's transactions. An agency owner builds systems, relationships, processes, and a book of business that continues growing.
Agency Owner Mindset
Question:
What is one thing that separates a future agency owner from someone who only sells policies?
Expected Answer:
They build relationships, create repeatable systems, ask for referrals, and think about long-term growth—not just today's sale.
Role Play
A customer says:
"I've been with my current agent for 15 years, your quote is a little more expensive, and I really don't like switching companies."
How would you respond?
Coverage Explanation Role Play
Question:
A customer says: "I just want the cheapest policy possible. I don't care about all those extra coverages."
Expected Answer:
A strong answer should explain value without being pushy:
"I completely understand wanting to keep costs down. My job isn't to sell you things you don't need—it's to make sure you're protected from the risks that could create a major financial problem. Let's look at what matters most to you and make sure we're building the right policy."
The Skeptical Customer
A customer says, "I get calls from insurance agents all the time. Why should I talk to you?"
Expected Answer:
Don't be defensive. Differentiate yourself through value.
Example:
"I completely understand. My goal isn't just to sell you a policy—it's to make sure you're properly protected and see if there are any opportunities to improve what you currently have."
Building Connections
You meet a Lender at a networking event. They say, "I already have an insurance guy I send clients to." How do you respond?
Expected Answer:
Don't try to replace their relationship immediately.
Example:
"That's great. Having someone you trust is important. My goal isn't to take that away—I'd love to be another resource for you if you ever need a second option, a quick quote, or help with a difficult situation."
Sales Process
What are ALL discovery questions we need to ask
zip code, own/rent, current insurer, 6 month premium, occupation, drivers/vehicles, tickets/accidents