Selling Interaction Definitions
Listens with a purpose to understand and identify the needs and wants of each customer
What is active listening?
Bonus: What is an example of seeing this behavior executed?
"My homeowners insurance lapsed a month ago so I am just looking to reestablish some coverage."
"I'm glad you called in today, I will get you out of that lapse by midnight tonight and have policy documents sent out by the end of the call. Do you know why your previous policy canceled?"
"What was the other structures coverage on this quote?"
What is a question?
BONUS for 200 points: Roleplay a response to this question following the 5 step closing process
"Okay sounds good. My mortgage company is..."
What is an agreement?
BONUS for 200 points: Roleplay a response to this question following the 5 step closing process
Sells to stated and/or relevant needs, responds in a way that builds trust and rapport, provides reassurance
What is tailored responses?
Bonus: What is an example of seeing this behavior executed?
Uses win/win or presumptive to close the deal, leads the customer toward the sale
What is ask for the sale?
Bonus: What is an example of seeing this behavior executed?
"I have auto with you guys and I am looking to see what savings there are for having my homeowners."
"Thank you so much for your continued business, I am happy to take a look at getting your insurance bundled today to make it a bit easier to manage your policies as well as maximize any multiline discounts! When is your renewal?"
"That's not bad."
What is a statement?
BONUS for 200 Points: Role play a response using the 5 step closing process
1st step of the 5 step closing process
What is present the rate and ask for the sale?
Uses influential language that leads the customer to make a buying decision, asks questions to determine needs
What is persuasion?
Bonus 100 Pts: What is an example of seeing this behavior executed?
Speaks in a clear and concise manner without hesitations, never assumes objections and always assumes interest
What is confidence?
Bonus: What is an example of seeing this behavior executed?
"I am up for a renewal and just doing my due diligence trying to find the best rate for my homeowners insurance."
"Smart! And can't say I blame ya! Good news for you is that we operate as an agency here at GEICO so since you just like to check on your rates, you can reach out each renewal and we can shop through all of our partners to make this process easy in the future. When is your renewal?"
"I need to talk to my wife before I set this up."
What is a stall?
BONUS for 200 points: Roleplay a response to this question following the 5 step closing process
We do this before we go over the coverages and premium on every quote and after the strategy hold.
What is a step 0?
Responses are relevant to what the customer just said, makes it seem easy and done in a way that takes care of the customer and moves toward the sale
What is pursue the sale?
Bonus 100 points: What is an example of seeing this behavior executed?
Provides compentent insurance advise and guidance in customer friendly terms, addresses customers concerns and/or needs as they arise about coverages, products, benefits, and processes related to GEICO or the industry to differentiate and sell GEICO
What is expert professional?
Bonus: What is an example of seeing this behavior executed?
"My rate keeps going up so I am shopping around."
"Rate increases are the worst! Here at GEICO we operate as an agency so what I will do for you is shop through multiple carriers and find the most competitive rate and best coverage for your home, and area. When is your renewal?"
"I'm not sure how much I pay now."
What is an obstacle?
BONUS for 200 points: Roleplay a response to this question following the 5 step closing process
5th step of the 5 step closing process
Ask the customer to buy again or move toward the sale
Appreciate, acknowledge, and assume interest
What is AAA welcome?
Bonus: Role play a AAA welcome for 100 points
The selling interaction components are... (hint: there are 7 total)
What is active listening, tailored responses, expert professional, persuasion, confidence, ask for the sale, and pursue the sale?
"I pay through my mortgage."
"That makes this process super easy AND there will be no payment required today! I work with banks all over the country and I'll be able to send everything over at the end of this call and make your transition seamless! Besides yourself is there anyone else that needs to be listed on this policy?"
"I'm not doing that, my policy is $100 cheaper."
What is an objection?
BONUS for 200 points: Roleplay a response to this question following the 5 step closing process
5 Step Close and Customer responses (6)
What is....
BONUS: 200 points for getting everything
1.Present the rate and ask for the sale
2.Allow the customer to respond
3.Listen and identify the type of customer response
4.Effectively handle the response
5.Ask the customer to buy again or move toward the sale
AND
Agreement, Question, Statement, Stall, Obstacle, Objection
Acknowledge, recommend/respond, give reason/benefit
What is the PGF?
BONUS: Role play a PGF for an extra 100 points!