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Insurance Industry - Increase Sales and Retention FROM YOUR OWN Customer Service Team
The insurance marketplace is highly competitive, with internet buying, increased insurance claims and tighter margins. Most insurance brokers and insurance companies are trying to find that winning edge, but frequently skip the full potential offered when customers ring into the organisation.

a sales management method of customer service

customer service teams in the insurance sector are trained to provide quotes, or even to accept renewals or cancellations. Some insurance renewals or cancellations teams are save teams, focused on keeping our customers from leaving. Unfortunately, few of they are managed like sales teams, or should use core sales skills. When met with negatives from the potential customer about price, or the huge benefits provided by the opposition, many customer support or renewals teams are simply just not equipped to cope with this and they often don't have anything beneficial to say.

Central to a highly effective sales type approach is that the managers and team leaders will work constantly to provide their teams the right focus, also to arm them using what to state in specific situations and how to put this across in a positive way that the customer will accept.

They work continuously on building positive belief, product knowledge and interactive skills.

The following are a few good sales management practices for customer support or renewals teams -

1. build positive belief in our company and in our products. agents are constantly hearing negatives about our policies and prices. You should market internally and also externally. Keep the teams surrounded by positive messages, and real, concrete evidence as to why we are a good organisation and offer value for money.

2. ensure that every person in the team is up to speed in our benefits. sales people work on this on a regular basis as it builds positive belief and product knowledge. Have the team list all the benefits of our company and our key policies. Why should a customer buy from us, and why as long as they stay? Many teams have quizzes on this, or invite sales or marketing personnel directly into team meetings to help keep them fully briefed.

3. practice and refresh frequently our unique selling points. what the agent says on the telephone in reaction to an objection should be totally relevant and real. The insurance business changes on a monthly basis, prices fall and rise, policy selling points change. Investigate your opposition, and discover a) their vulnerable points and b) our strengths against them. more info say anything negative concerning the opposition, as it simply does not work.

Customers usually do not respond positively to this. However, your customer support team can, and must, provide insurance buyer an excellent, sound reason why we are better for them. Every agent must have these on the tip of their tongue!

4. identify each of our target groups and prepare specific benefits that are relevant for every group. That is important in direct lines insurance, and it is practiced only by the very best of the best!

Take the example of motor insurance. Most agents on the phone are young males or females. They think just like a young person and will make assumptions about their customers predicated on these assumptions. A male will always assume that no customer is thinking about the benefits of the policy, and can try to convince all those around them that the only real important thing is price!

That is, of course, because most young males are like this. Older males and females are completely different, and will definitely wish to know what they're buying. They are not buying a 'price' they are buying a service! The message is that people prepare and practice what we are able to say to young males, preparing several benefits, and we prepare different benefits for older males, older females and young females.

We learn which are the most reliable benefits by asking them! Older females have often had accidents, and they'll have bad or good experiences of their insurance provider. They're spending money on an 'accident service', and they will be impressed by how fast you can settle claims, how well you look after them once the break down and so forth.

Young males do not think they will ever have accidents, plus they just want to enter the car and go! We do not mention accidents or roadside advice about this group. Our benefits are about price and the speed of which we are able to process the policy and obtain them in their car!

more info or renewals team will benefit hugely from this sales type approach. Working on these areas will improve focus, increase motivation and deliver better results.

Kate Tammemagi provides CUSTOMER SUPPORT Training [http://www.focustraining.ie] in Ireland. She works extensively in the Insurance Industry designing Customer Service Courses
My Website: https://atavi.com/share/w5ct6ez1i3mcg