But missing information needed to order
There are times where we will receive a payment to start insurance, but we do not have enough information to strata the insurance policy.
First, we must do all we can to avoid this problem.
If a person tells us they are going to send in money, make sure we take an application while they are on the phone.
1. If they are an “Old Customer” pull the file, see if we have all of the information, we might be able to answer the question.
2. Call the prospective customer for the missing information.
3. If you cannot reach, leave a detailed message. Do NOT just say “Call Urban” the customer will call back and the person taking the call will have no idea why the person is calling.
4. If we have a job # or a Cell # call those as well.
5. If the prospective customer gave us a fax number, then fax a note requesting the needed information (use our already preprinted sheets).
6. If we have an email address, and you were not able to get them by phone, then send an email request asking for the missing information.
We must make a distinction between a person sending in a check, and someone that paid us credit card. If we charged their card that is the same as cashing their check on giving them PROOF, in those cases we must credit back their card till we have all needed info to start coverage.
Finally we can put this sheet into the FOLLOW-UP Folder with a detailed note.
Showing posts with label Follow ups. Show all posts
Showing posts with label Follow ups. Show all posts
Monday, December 21, 2009
Tuesday, November 24, 2009
Calls to Make
Call each of these quotes from yesterday.
See what our best offer was, and again offer that to them over the phone.
The Idea is not just to give out "Quotes" but to Sell Insurance!
If the person is not at home:
1. Leave a message that is clear, and has our phone number stated twice.
2. Give the person a reason to call us back by saying something like, “This is Your Name, I’m calling you back about you’re the car they want insured. I can get your insurance started for just Our best down payment. Call me I might have a way to get an even lower rate”.
If you can speak to them:
1. Make sure you give our best offer.
2. Ask for the sale!!! Start taking the app., don’t wait for them to ask you. You ask them “Do you want to start this with a credit card, debit card or a check?”
3. If you find them at all interested, but they do not jump to start the coverage, try to transfer the call to Larry or Judy. Tell them “ let me transfer you to my manager, to see if there is any better offer they can make to you”
If you can’t start the policy but get a “promise to pay” then mark that on the face sheet along with the follow up date, and then put that in with the Follow-ups. If you cannot get the order started or a promise to start, and we have spoken to or left messages twice, then toss it out.
See what our best offer was, and again offer that to them over the phone.
The Idea is not just to give out "Quotes" but to Sell Insurance!
If the person is not at home:
1. Leave a message that is clear, and has our phone number stated twice.
2. Give the person a reason to call us back by saying something like, “This is Your Name, I’m calling you back about you’re the car they want insured. I can get your insurance started for just Our best down payment. Call me I might have a way to get an even lower rate”.
If you can speak to them:
1. Make sure you give our best offer.
2. Ask for the sale!!! Start taking the app., don’t wait for them to ask you. You ask them “Do you want to start this with a credit card, debit card or a check?”
3. If you find them at all interested, but they do not jump to start the coverage, try to transfer the call to Larry or Judy. Tell them “ let me transfer you to my manager, to see if there is any better offer they can make to you”
If you can’t start the policy but get a “promise to pay” then mark that on the face sheet along with the follow up date, and then put that in with the Follow-ups. If you cannot get the order started or a promise to start, and we have spoken to or left messages twice, then toss it out.
Monday, November 23, 2009
Sales Technique
How to close a sale
We need to make every effort to close every sale.
Callbacks are important but the best time to sell is when we have them on the phone already.
Too often we just leave a message or do not reach them at all.
If you are speaking to the “Decision maker” and they do not grab your offer, turn the call over to Larry, Judy or Sharon.
Working out a quote when the person is on the phone:
1. Be friendly. I want to see you smile. The tone of your voice reflects your attitude and is obvious to those with whom you’re speaking. If you are not happy, if you come across less that excited, the potential customer will not be excited by any thing you tell them. If you don’t believe in what your selling why should they.
2. People “Buy” from those they “Like”. If I’m able to sell a $100,000.00 brand new Porsche for $60,000.00, I could sell the car even if they did not like me. If I tried to sell the car for $150,000 I would fail no mater how good of a sales person I was, or no matter how much they liked me. But typically we find our selves in a situation where the person calling us has gotten 2 or 3 similar quotes- they will buy from the one they like the best, is easiest to deal with, and they are most confident that the company understands the policies they sell.
3. No one like to feel they are being “Interrogated” You need to take control of the call, but try to make it feel more like a conversation. In taking questions, comments like “ Oh, I used to live down the street” “That’s near my favorite restaurant” “That’s my son’s name’ any thing you can do to make you sound “Human” helps people like you and makes it more difficult for them to say no.
4. If you have a young driver, ask if they are “Part-Time”, Ask if they have insurance now. Get their date of birth. We want to quote our best price every time.
5. If they are not sure which model of car they have, guess the cheapest one.
6. After working out our best rate, use the following rules:
a. Take 5% off the cost of the insurance
b. Take the ‘Full down payment”(15% = 1 year 25 % = 6 months) We have a bit of flexibility.
c. Give them this price adding, “ This is a great Price” “We deal with 17 different companies: so we always give the lowest prices.”
d. If the person does not start the insurance, act surprised after all we gave them our best price super low down payment, we were nice to them over the phone, why not start insurance.
e. Ask them “What other rates have you gotten”
f. Do the Math! If they say they got a better price ask them “How much down how much per month. Add it up you can almost always show them that it does not add up. Most of our competitors do 1-year policies down payment plus 10 monthly payments.
We must have the following marked on each quote:
1. The quote we gave to the customer
2. The comment what did the person say we need to figure out should we follow - up and if so how?
3. When we follow-up on a quote, if we left a message. Who did we leave the quote with?
4. Make sure that we make our best sales pitch.
We need to ask for the sale!
"Do you want to come in or
Do you want to start over the phone"
You need to assume they will start if they do not find out why not. Mark on the sheet the reason you think they did not start insurance that day. If it is because they don't have a car, I understand but if it is because of another reason, find out WHY.
Ask "What other rates have you gotten" How much down how much per month how many months. Add up their Best Deal , 9 times out of 10 your deal is better. Most of our competition uses 10 payments. Multiply by 10, then add the down payment.
If we don't have the best deal, mark down what their Best Deal is and give it to Larry A.S.A.P. we will beat their best deal.
F.R. Filings:
Sr-22 that are for full coverage need to be done twice.
Once with FR once with out. We can take the Liability FR rate and add it to the No FR. Physical damage rate.
Do not be in a hurry to get potential customer off the phone.
Do not give customer a reason not to buy insurance from us.
Never yell at them.
Treat them the way you would like to be treated.
Remember, it costs us about $26.00 each time the phone rings;
Don’t give out quotes Sell insurance
We need to make every effort to close every sale.
Callbacks are important but the best time to sell is when we have them on the phone already.
Too often we just leave a message or do not reach them at all.
If you are speaking to the “Decision maker” and they do not grab your offer, turn the call over to Larry, Judy or Sharon.
Working out a quote when the person is on the phone:
1. Be friendly. I want to see you smile. The tone of your voice reflects your attitude and is obvious to those with whom you’re speaking. If you are not happy, if you come across less that excited, the potential customer will not be excited by any thing you tell them. If you don’t believe in what your selling why should they.
2. People “Buy” from those they “Like”. If I’m able to sell a $100,000.00 brand new Porsche for $60,000.00, I could sell the car even if they did not like me. If I tried to sell the car for $150,000 I would fail no mater how good of a sales person I was, or no matter how much they liked me. But typically we find our selves in a situation where the person calling us has gotten 2 or 3 similar quotes- they will buy from the one they like the best, is easiest to deal with, and they are most confident that the company understands the policies they sell.
3. No one like to feel they are being “Interrogated” You need to take control of the call, but try to make it feel more like a conversation. In taking questions, comments like “ Oh, I used to live down the street” “That’s near my favorite restaurant” “That’s my son’s name’ any thing you can do to make you sound “Human” helps people like you and makes it more difficult for them to say no.
4. If you have a young driver, ask if they are “Part-Time”, Ask if they have insurance now. Get their date of birth. We want to quote our best price every time.
5. If they are not sure which model of car they have, guess the cheapest one.
6. After working out our best rate, use the following rules:
a. Take 5% off the cost of the insurance
b. Take the ‘Full down payment”(15% = 1 year 25 % = 6 months) We have a bit of flexibility.
c. Give them this price adding, “ This is a great Price” “We deal with 17 different companies: so we always give the lowest prices.”
d. If the person does not start the insurance, act surprised after all we gave them our best price super low down payment, we were nice to them over the phone, why not start insurance.
e. Ask them “What other rates have you gotten”
f. Do the Math! If they say they got a better price ask them “How much down how much per month. Add it up you can almost always show them that it does not add up. Most of our competitors do 1-year policies down payment plus 10 monthly payments.
We must have the following marked on each quote:
1. The quote we gave to the customer
2. The comment what did the person say we need to figure out should we follow - up and if so how?
3. When we follow-up on a quote, if we left a message. Who did we leave the quote with?
4. Make sure that we make our best sales pitch.
We need to ask for the sale!
"Do you want to come in or
Do you want to start over the phone"
You need to assume they will start if they do not find out why not. Mark on the sheet the reason you think they did not start insurance that day. If it is because they don't have a car, I understand but if it is because of another reason, find out WHY.
Ask "What other rates have you gotten" How much down how much per month how many months. Add up their Best Deal , 9 times out of 10 your deal is better. Most of our competition uses 10 payments. Multiply by 10, then add the down payment.
If we don't have the best deal, mark down what their Best Deal is and give it to Larry A.S.A.P. we will beat their best deal.
F.R. Filings:
Sr-22 that are for full coverage need to be done twice.
Once with FR once with out. We can take the Liability FR rate and add it to the No FR. Physical damage rate.
Do not be in a hurry to get potential customer off the phone.
Do not give customer a reason not to buy insurance from us.
Never yell at them.
Treat them the way you would like to be treated.
Remember, it costs us about $26.00 each time the phone rings;
Don’t give out quotes Sell insurance
6 Month Follow-up
The idea is to reach people around the time that they are going to be once again shopping for insurance.
We assume that if a person contacts us for insurance in April; they are probably looking to buy insurance in the coming days. If they do not buy from us, then they probably bought insurance from someone else. If that’s the case; they will likely be shopping for insurance again in six months.
When a customer contacts us; we make our best effort to sell them. Remember to always approach each call as if they are going to say yes. Tell them “I’ve got a great rate for you”, “You can start this for just _$_______.
If that does not work file the quote by month up 6 months ahead, unless the person told you, or the sheet indicates that they expire a different date; in that case fill that sheet under the month they are most likely to once again be in the market for insurance.
Date They Contacted Urban Date To File Sheet
January July
February August
March September
April October
May November
June December
To follow-up on these old quotes; assume the info is the same as last time.Email a new quote with a rate that is 5% less for Liability only and 10% less for Full coverage. Then toss the sheet.
We assume that if a person contacts us for insurance in April; they are probably looking to buy insurance in the coming days. If they do not buy from us, then they probably bought insurance from someone else. If that’s the case; they will likely be shopping for insurance again in six months.
When a customer contacts us; we make our best effort to sell them. Remember to always approach each call as if they are going to say yes. Tell them “I’ve got a great rate for you”, “You can start this for just _$_______.
If that does not work file the quote by month up 6 months ahead, unless the person told you, or the sheet indicates that they expire a different date; in that case fill that sheet under the month they are most likely to once again be in the market for insurance.
Date They Contacted Urban Date To File Sheet
January July
February August
March September
April October
May November
June December
To follow-up on these old quotes; assume the info is the same as last time.Email a new quote with a rate that is 5% less for Liability only and 10% less for Full coverage. Then toss the sheet.
Saturday, October 24, 2009
Additional Follow up information
Follow Up
And contact with potential customers
If they phoned us.
1. We talk to them at the time they call.
2. We send a quote in the mail
3. We call them the next day
4. 6 months & one year later, we send them a post card.
If they contacted us by Web.
1. Lead source sends instant auto responder “ An agent will contact you shortly”
2. If “Urban Web” Auto responder says “Thank you for contacting Urban, An agent will contact you shortly”
3. We call them, either reach them or leave message.
4. We Email them
5. We send them a written Quote via mail.
6. The email system automatically sends them a follow-up email the next day.
7. We call them for a second time.
8. 6 Months later The email system automatically sends them a follow-up email
9. 6 months & one year later, we send them a post card
And contact with potential customers
If they phoned us.
1. We talk to them at the time they call.
2. We send a quote in the mail
3. We call them the next day
4. 6 months & one year later, we send them a post card.
If they contacted us by Web.
1. Lead source sends instant auto responder “ An agent will contact you shortly”
2. If “Urban Web” Auto responder says “Thank you for contacting Urban, An agent will contact you shortly”
3. We call them, either reach them or leave message.
4. We Email them
5. We send them a written Quote via mail.
6. The email system automatically sends them a follow-up email the next day.
7. We call them for a second time.
8. 6 Months later The email system automatically sends them a follow-up email
9. 6 months & one year later, we send them a post card
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