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15 tips to selling property and casualty insurance

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so i started reading some articles about

different tips on insurance and sales

and over the phone

and i came across a pretty good one from

blog or blogspot

that's titled 15 science-backed tips

for making better sales calls now i will

give it to them they have some of the

best hooks and that's one of the reasons

i like reading their information

but then they go into opinions and not

science

fact things so we're going to dive into

it a little bit more in depth and i'll

give you what has been successful for me

someone that has written several million

dollars worth of personal alliance

insurance they start this article off

with the first piece which is starting

the call off with a bang

it really makes sense this is actually a

really good piece because you do want to

start the phone call off

when they say bang that sounds kind of

like an aggressive tone

but it's the opposite it's being

welcoming hello how are you oh my

goodness it's good to talk to you

oh how have you been even if you've

never talked to them so you kind of

create some

quick rapport with the person because

this is phone sales

and you're just starting to talk with

somebody the second piece is just common

knowledge they talk about

going over and not bad mouthing or

bashing other companies

and their processes there is a time to

do that

so there are places where you can but

what i recommend is don't

now even though there's spots and

there's tons of stuff where you can

kind of pin that customer to pin their

company in a corner to just get them to

want to leave

you don't want them to buy out of not

wanting to be angry at one company

because you're just going to filter that

into your company

and so there are ways to let the

customer decide that they're upset with

their company

and we need to have them come up with

those talk paths

not you so how do you do that how do you

get the customer to be frustrated with

their company well usually they are

because they called around because of

usually an experience if you follow any

of the podcasts in the industry and any

of the articles and whatnot or if you're

just starting to watch this channel

which is going to give you that

information

first of all subscribe below thank you

like the like the

thumbs up there smash it for the

algorithm whatever the topic that they

constantly talk about

is when a customer is upset it's because

usually a claim so it's like 70 some odd

percent

of all of the reasons customers leave

it's not price

price isn't really the main factor i

think actually they say 11

of the people leave a company is because

of price now if you're constantly

getting that rebuttal

that is the type of client that you may

not want to deal with in the first place

so you might have to rethink some of

your marketing or some of your tactics

or strategies

so that you're not always doing that i

get it almost every phone call that our

reps go through and i've done in the

past

has been around price but once you start

to learn how to do what we call

value-based selling

and you realize the pain points that

they really have

whether it's a claim or they had a

coverage that they thought they had and

it was different they didn't have enough

coverage

or just the person was rude to them

there's a lot of reasons that customers

leave

price is a piece of it it's what can tip

that

scale into your favor or against you

but it also has a lot to do with the

relationship and the talking paths that

you have with the person that's on the

phone as well

the third piece that they talk about is

giving labels and that's pretty

vague what they end up talking at the

bottom of this article is the official

labels

for example they say uh you know you're

my best customer you're such a great

person i think you're a really good fit

and i didn't do a whole lot of this but

i do know that when you do do it if

you're comfortable doing it

you will find that people do open up a

little bit more i've had several times

where i've had a talk path with someone

and i'll explain to them why things are

higher why things are different

but then i'll also explain that we want

their business i'll give you a really

good example

hey joe you know i understand that the

price is quite a bit higher

i know that you didn't want you wanted

zero dollar deductible on the glass

and we only have a hundred i get that

part but to be honest with you

you're a really good fit for us i

otherwise i wouldn't be going through

the rest of this quote just to give you

the information

i think that because you're you know in

your because of where you're at

the type of policy that you're looking

for i've got several companies that are

going to be a really good fit for you

so let's go ahead let me try to at least

get you some options and then you can

let me know what your thoughts are at

the end of the day what you're doing is

you're

you're telling them either something

they like or don't like it's

holding them in one arm punching them

with the other right so

you're comforting and aggressive you

can't tell them what they don't get what

that in turn

ends up being is that you have to find

ways to let them know

that you want to stay connected set the

agenda and stay in control

yeah it makes sense i train to this a

lot i just tell customers or

employees that it's a timeline and

there's a talk path

you need to one set the expectation of

what you're going to do through that

talk path

it's about a 10 to 15 minute call

sometimes 5

sometimes 30. it really just depends on

the needs and how

the customer wants to talk about those

but that talk path

goes up and down for example you're

going to have a lot of memories come up

if you're asking questions

about things that trigger thoughts that

they've had in the past

oh my gosh i had a road claim and this

was this and then it goes off and then

you've got to pull them back down

let's get back on topic and find ways to

do that now i'm not going to get very

specific with those pieces today

because that'll be something that's part

of a larger video

or even a training piece so once again

if you're interested in finding more of

those specifics

don't forget to subscribe part number

six they said emphasize wisely

that's a given you really want to know

what words to emphasize

you don't want to talk about excitement

about a claim or something that's

negative

and you don't want to underplay

something that's powerful and that's

where

i get a lot of customers a lot of people

that i train is that they have

monotone voices or they don't get

excited for any reason

and part of its posture so if you're

going to lay back like this

and talk on the phone you've got a

headset and yeah yeah

yeah how excited is that customer to

talk to you what's the experience that

you're giving them

if you're right right here ready to go i

know you want to plan your cell phone

you want to do a game while you're

waiting for a phone call

or if you're trying to drum up business

you're used to hearing the phone ring

in ring and ring and ring and nobody's

picking up

the last three guys told you to go screw

yourself and hung up on you

one person says they don't live here or

they're not alive anymore whatever the

case is

you've had a rough time and you're going

to fall in these slumps

but you've got to be ready because you

don't want to miss the opportunity

for the person that does need your help

and wants to work with you

number seven simplifying options

completely agree with this

you just need to make it simple one of

the ways that i've helped some of my

trainees when they're going through

licensing

is i find ways to make the coverages

relatable

so with us we typically say coverage for

you coverage for other people and

coverage for your vehicle we break it

down into three parts

and then we go into specifics on what

those parts are

number eight they talk about adopting

smart product positioning

and that's just the way you talk so when

you're talking to customers when you're

explaining prices

and you're giving that quote price out

you don't want to make it

sound or you want to try to stay around

a certain premium

for example if you find out that they

pay 1200

how much does it sound if you say that's

11.50

versus 1022. now i know you can't

control the prices but sometimes there's

companies that you can tweak

and find better fits where that 1022

sounds

several hundred dollars away even though

it's not even 200

or even 150 more versus that you're

talking about a basic difference between

one price to the next

you can do that with all sorts of things

so it's kind of like a mental game that

you're playing in your head is like okay

what does this customer respond best to

as far as the prices and premiums now i

know this channel has a lot of customers

on here so if you're watching this far

thank you i hope you get some good

advice out of this the other part is

the agents shouldn't be using these as

scamming points these should be

talking points you would be so shocked

how many times i saved somebody

800 to a thousand dollars that had no

intention of switching and at the end of

the whole

call they're like okay thanks and then

they just hang up

and you call it back and they don't

answer and i'd love it if you are the

same to let me know below

is we're indecisive we don't trust what

see and sometimes that it's too good to

be true and we see coverages and we hear

them

and we're talking about them but once

they're said and there's a certain price

point where it's

too cheap then we get worried like what

am i missing what's going to happen am i

going to lose my house if this happens

if this claim goes through are they

actually going to pay

so we've got all these questions pops up

positioning

is more so used for the customer

that kind of helps them feel the

difference when you don't want to sound

too low

and it sounds crazy but you sometimes

don't where you're going to jump right

into different additions that they can

add to their policy

but at the end of the day you know

they're probably going to go with the

cheaper one

but it helps you position so that you

don't sound like you're trying to rip

them off even though they're getting

better the same coverage

it's hard for a customer to understand

that there's profiles

and each profile is a good fit for

specific companies

and a lot of the times they're with the

wrong company

so if you put them with the right

company they're going to save 800 and

900

which is what we typically do on average

when customers switch number nine

get emotional i don't really do that a

whole lot i'm

i'm more of the quick go through uh i do

connect somewhat

uh if you're gonna cry i'm not gonna cry

with you it's just part of my nature

uh actually it's funny because i had an

employee that said you know i'm gonna

put on my my girl tears and i'm like oh

i live with seven girls so good luck

with that one

i'm gonna tell you to pick up your you

know big girl pants and just keep going

so there is a lot of emotion that you

can put into it that does lead back

to that part where you have the right

words that you're saying

you know you're empowering them but it's

also understanding what pers

people are feeling you don't have to

necessarily be a hundred percent

in motion with them but you can at least

either agree to disagree or agree with

what they're talking about

but you need to voice back that you

understand their

pain points and what they're talking

about oh okay i get it like when you had

a claim

your dog didn't make it that's got to be

really sad i

i definitely don't want you to go

through that again do you have a new dog

oh you do okay well let's make sure that

we get some sort of pet coverage for

this

fortunately you can't take the you know

the loss back

but at least you can financially be put

back to where you were

from this whole fiasco so that's where

this article kind of branched off a

little bit where they talk about using

that emotion

and they're explaining that that's a

piece that customers really need

to to kind of move forward and they're

like oh if you can hit those emotions

that you can gain them as a customer and

i think it's the opposite

where if you can at least acknowledge

the emotions

but go in the right direction i think

that alone is good enough

number 11 is the empowering customers

very very good you want them to make the

decision we talked about this earlier i

think on number four or five where you

leave it in their court to decide what's

best for them when you're explaining

coverages or you're explaining what the

policy is about

and you really want them to buy it but

you can't just

out front go into it you need to one you

do need to ask if they're going to

purchase it

but you need to find them to understand

the fit

that's that value-based selling if they

don't see value in it

or there's not a big enough savings then

they're not going to typically move

forward

they're just going to ignore what you're

going through that's one of the reasons

i've been so successful

is because i've grown in the sales

industry before insurance i was selling

pretty much my whole life

what i found was that when you find that

need

but more so when you can have that

become their idea

you just need to explain things in the

way that they get it

and they understand it and once they

pick up that realization that oh my

goodness i've been missing this this

whole time

then they typically want to make a move

sooner rather than later

number 12 there's a time for everything

this one is

falls back and it instantly brings up a

training that i watched on youtube from

grant cardone where he's teaching a new

sales rep how to make a phone call

and he goes into a very powerful piece

where he talks about what are you trying

to do on this phone call

and at the time the guy was trying to

set appointment

for a time to talk and so he's pitching

the coverages and he's pitching the

companies pitching all this information

when he doesn't really have their

interest it's just like being a kid and

you want to get your parents attention

you don't just jump into the

conversation you need to get their

attention

first so you need to one make sure

you've got the attention

and two make sure that you know what

you're looking for

on that specific call am i trying to set

up a meeting so should i go into

coverages no

hey i want to see if you're interested

in this because i have blah blah blah

blah blah

new rates better area whatever the case

and so oh yeah i would be interested

great when do you have time

to talk about it right now let's do it

uh five o'clock great i'll set up a time

for five number 13 is called

served hot not cold and that one doesn't

make sense to me they talk about cold

collins dying which

i can see that there's robot dialers and

now there's dialers that catch robots

and make fake

answering machines i love them but

there's also now

a lot of call centers so what leads have

turned quickly into

is not just buying a lead it's buying a

lead

that is live and it's expensive but

it can in turn grow your business faster

simply because you have a live person on

the phone right now

and if that's the case and if you're

really good at doing those pitches

i would say that's a great route to go

if you're not honed in

on your talk path you haven't gotten

your script created you don't have a

foundation

that's the part that i'm working with as

far as teaching you guys

is having that foundation if you're not

prepared for that you shouldn't be

buying those leads

you also will struggle with cold calling

it's kind of having that thick skin as

we call it

because you're going to have a third a

third and a third a third that don't

answer a third to answer and tell you to

screw off

and a third of them are going to be

interested and out of that

third you're going to have a third of

those that may buy

depending on your conversion rate so if

you're getting a three to five percent

conversion rate

on cold lists and things like that or

web leads

and all of those purchasing systems

you're actually not doing

horrible but you will notice that

articles and all these companies talk

about doing some research

figuring out the people well when you're

in personal lines it doesn't really

pertain to you directly because they're

talking about

talking to key planners and businesses

and companies and corporations where you

get a large volume

here we're talking about individual

people that want a home and auto

umbrella policy it's finding those

people and getting the right advertising

pieces that get them in the door

word of mouth is always the best getting

referrals from a mortgage broker

is always great you're going to get a 70

conversion rate on those

versus your three to five percent

conversion on those

the trouble is you've got to connect

with them and that takes time

it's building a relationship with

multiple people

and a lot of that relationship is you

sharing leads or sharing information

trying to get them everybody to share

with each other well there's just not

enough of them for you

to share out and at the end of the day

you gotta have

some sort of program or some sort of

design

where if you're going to market yourself

or if you're going to purchase leads and

whatnot that you're going down the right

path

now this is going to be a specific video

that i do and i'm actually going to

train a little bit further on this

but i wanted to kind of at least touch

base on that one

i don't agree that the cold calling is

dead i think that

the right person cold calling is great

if you're not good at the cold calling

part it will not work for you

observe record and predict i don't know

what they're talking about i read the

article

i can tell you what my piece is on it so

they talk about listening and that's 100

true you should be listening more than

talking

when it comes to coverages when it comes

to wants

and needs when you're collecting the

data they don't care what you talk about

you can go fast you can go slow

you can try to build rapport there i

personally like to just fly through it

hey i'm going to go through a bunch of

questions i know you probably don't want

to answer any of these because you did

it seven other times with seven other

companies

depending on the lead that you're

talking to right so that's one type

that's i'm buying a lead

when it's the mortgage broker at that 70

conversion rate i'm going to take my

time with that person because they are

not shopping around

they haven't called seven other

companies to find the best rate they

called probably one which is their

current one

or they didn't call any and you're the

first contact so i've got a lot more

time and investment in that

simply because it's there there's a

reason to invest the time into that

not that people don't need it over here

everybody wants it the better deal

everybody wants the better company

but do they deserve your time for it at

the end of the day

if you spend an hour with somebody

that's not really shopping

i think it's best spent either finding

other people to talk to

or working on one that's a little bit

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