My boss is really pushing

Posted: Tue Oct 28, 2008 09:35 pm Post Subject:

Cross-sell. My staff knows that EVERY phone call they take, they are to ask about Life Insurance.

It can be subtle..."I just wanted to let you know that Don has a life specialist on staff. If you ever want someone to review your policies, just let us know." "I noticed you don't have any life insurance policies with us, I want to let you konw that Don has......"

And to cover if they have said it before to a customer, "I know I've probably said this but...Don has a life insurance specialist...."

Just make a point of talking to everyone who calls or comes in. You can figure out different ways to ask about Life Insurance.

Posted: Tue Oct 28, 2008 09:50 pm Post Subject:

I was thinking how much this post reminds me of the time I worked for Fashion Bug. We were always pushed to get charges. When we asked what form of payment they would be using and they didn't answer "my fashion Bug charge" the next question that had to come out of our mouth was "would you like to apply for a charge ?" and then go through all the reasons a charge would be beneficial to the customer. If they did have a charge we would have to try to get them to upgrade it. One thing I figured out is if you asked enough there was usually a willing person after a few tries. Sometimes you had the ones that came to the register and would say right off "No I am not using my card, no I do not have one, and no I do not want to apply for one". Sometimes over asking the same customers actually started driving them away. In any case Life insurance is a whole other ball game...people really need to have it. Just try not to be too persistant with the same people or you may risk driving them away.

Posted: Wed Oct 29, 2008 06:19 am Post Subject:

In case of telesales the voice is your asset. You may not sound like that you're doing it as a job but you really need to sound as if you're serious about helping the other person.

Develop new sales script that would help you to grab the attention of the listener. Be polite and cordial over phone. Life has suggested a very good option, try to increase the number of cross sell.

Also try to capitalize on the existing clients, you may not get fresh leads everyday. Ask for references from the existing customers.

The simple way to increase the number of application is by increasing the number of calls that you make everyday. Keep each call short but effective.

~Jeremy

Posted: Wed Oct 29, 2008 09:12 am Post Subject:

Something I've learned (although I hate to admit it)...re: customer service and talking with anyone on the phone...if you smile, (even though you have no reason to) you voice sounds different to the caller...test it...have someone turn their back to you..don't smile and say, 'hello this is blah blah, or have a nice day'' then do it smiling see if the other party hears a difference in your voice...my point is if you sound more connected and engaged rather than rambling off some predetermined outline you'll have better luck no matter what the 'pitch'.

Posted: Thu Oct 30, 2008 01:08 am Post Subject:

Thats a really cool idea Lori. Sometimes we may not know how we sound to the other person and when we think we are sounding really nice we may not be. I did something like this with my tweenager..She's 13 and is getting "that voice". Sometimes things come out and it sounds soo cocky which sends me off the deep end. She always says "what did I say?" I reply "its not what you said but how you said it".. She finally understood one day when I tape recorded her and played it back. Now when she starts with "that voice" I ask her if I need to get the tape recorder out. Usually she laughs and says no.

Posted: Thu Oct 30, 2008 05:40 am Post Subject:

I have found standing up and walking around while on the phone also helps you to have a more energized voice for clients.

Posted: Thu Oct 30, 2008 06:39 pm Post Subject: insurance

WOW!! KNOW I know what 'ya'll' do when I'm talking to you on the phone. (LOL). I don't mind if I ahve someone 'suggest' something to me. But, if I tell me, from the start, that I'm not interested, I don't think they should ask again. Please don't think I'm putting anyone down for doing your 'job.' I'm just giving '3 rd party' opionion. Howevr....I guess you do what 'works' for you.

Posted: Thu Oct 30, 2008 07:15 pm Post Subject:

I tell my staff that they need to have the "Cheers" approach. Everybody wants to go somewhere where everybody knows their name.

Act enthusiastic - excited about the opportunity to talk with the customer. Show interest and concern. If you answer the phone like you are "bothered," then you have lost them before they opened their mouth.

There are literally thousands (millions?) or insurance companies out there. What will make you different...what will make you stand out?

Attitude....bottom line - Customer Service.

Posted: Thu Oct 30, 2008 10:19 pm Post Subject:

As third party also i believe Life has a good approach. One thing I like about my ins. company is they do answer the phone in a seemingly good mood and always knows who I am as soon as I say my name. What i hate is when you get those places that answer the phone and say automatically "hold, please" No "hi this is so ans so can you please hold." and then a least wait for me to say no problem before placing me on hold.

Posted: Fri Oct 31, 2008 07:58 am Post Subject:

"My boss is really pushing for an increase in written life apps, but I'm still pretty new to the insurance business, so unfortunately I don't have too many brilliant ideas to start setting life appointments...any tips to get more appointments set?"

Every situation may give rise to a number of reactions. In this instance, you may choose to think that your boss is pushy and unreasonable or you may choose to think that it is an opportunity for you to learn new skills and sales ideas so that you can bring yourself to the next milestone in your sales career or business.

Since your boss is the one who demands more businesses from you, he or she may have set some kind of target for you. Having a vested interest in you, your boss may be willing to share what he or she knows with you to bring you from Point A to Point B.

You may discuss and share your concerns with your boss and then listen to what you boss has to say.