Notes

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 approach to 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 offered by the opposition, many customer service or renewals teams are simply just not equipped to deal with this and they often do not have anything useful to say.

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

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

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

1. build positive belief in our company and in our products. agents are constantly listening to negatives about our policies and prices. It is important to market internally as well as externally. Keep carefully the teams surrounded by positive messages, and real, concrete evidence as to the reasons we are an excellent 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 of the benefits of our company and our key policies. Why should a customer buy from us, and why should they stay? Many teams have quizzes with 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. We never say anything negative concerning the opposition, since it simply does not work.

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

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

Take the exemplory case of motor insurance. Most agents on the telephone are young males or females. read more think such as a young person and can make assumptions about their customers predicated on these assumptions. A male will always assume that no customer is thinking about some great benefits of the policy, and will try to convince all those around them that the only real important things is price!

That is, needless to say, because most young males are such as this. Older males and females are completely different, and can definitely need to know what they are buying. They're not buying a 'price' they are buying a service! The message is that we prepare and practice what we can say to young males, preparing two or three benefits, and we prepare different benefits for older males, older females and young females.

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

Young males do not think they'll ever have accidents, plus they just want to enter the car and go! We usually do not mention accidents or roadside assistance with this group. Our benefits are about price and the speed at which we can process the policy and get them in their car!

Any customer support or renewals team will benefit hugely from this sales type approach. Focusing on these areas will improve focus, increase motivation and deliver greater 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://khelkhor.com/capital-fx-reviews-capital-street-fx-atlas-capital-fx-and-capital-tradefx/