1. Conversation Skills
1.1. 1. Conversation flow
1.1.1. Every [good] story has a beginning a middle and an end
1.1.1.1. Want to know more?
1.1.1.1.1. Beginning
1.1.1.1.2. The middle
1.1.1.1.3. The end
1.1.2. Addressing issues & blockers
1.1.2.1. Want to know more?
1.1.2.1.1. It's better to pre-empt a potential issue than to try and fix it after the fact
1.2. 2. Relationship building
1.2.1. Small talk
1.2.1.1. Want to know more
1.2.1.1.1. Why it's important
1.2.1.1.2. Examples of how
1.2.2. Conversational bait
1.2.2.1. Want to know more?
1.2.2.1.1. Why it's important
1.2.2.1.2. Examples on how
1.2.3. Build rapport
1.2.3.1. Want to know more?
1.2.3.1.1. Start to gather information about your customer and personalise the conversation based on what you learn.
1.2.3.1.2. Acknowledge customer emotions and the reasons behind them.
1.2.3.1.3. You could try asking why they bought that car or are they excited to be moving into a new house?
1.2.3.1.4. Why it's important
1.2.3.1.5. Examples on how
1.3. 3. Effective questioning
1.3.1. Open questions
1.3.1.1. Want to know more?
1.3.1.1.1. Discovery Questions
1.3.2. Leading questions
1.3.2.1. Want to know more?
1.3.2.1.1. Leading questions either include the answer, point the listener in the right direction or include some form or carrot or stick to send them to the 'right' answer. Leading questions can often help you find a common ground with your customer quicker. A leading question let’s you frame what you’d like to say and often uses assumptive techniques. For example, if your customer said they really liked their claims experience you could ask something like “You mentioned you had a great claim with us, surely you’d like to have your home insured with us as well as your car?”. This will reinforce the positive feedback the customer already gave and frame their response. Examples of leading questions: "How much will prices go up next year?" "What do you think about John Smith? Many people are opposed to him, by the way." "You'll come to dinner tonight, won't you?"
1.3.3. Closed questions
1.3.3.1. Want to know more?
1.3.3.1.1. Sometimes a yes or no question can be the most effective way to guide the conversation. Use a combination of open and closed questions to get you where you want to go.
1.4. 4. Active Listening
1.4.1. Be present in the conversation
1.4.1.1. Want to know more?
1.4.1.1.1. Why it's important
1.4.1.1.2. Examples on how
1.4.2. Reading between the lines
1.4.2.1. Want to know more?
1.4.2.1.1. Why it's important
1.4.2.1.2. Examples on how
1.5. 5. Communication principles
1.5.1. Language
1.5.1.1. Want to know more?
1.5.1.1.1. Why it's important
1.5.1.1.2. Examples on how
1.5.2. Timing
1.5.2.1. Want to know more?
1.5.2.1.1. Examples on how
1.5.3. Tone
1.5.3.1. Want to know more?
1.5.3.1.1. Example on how
1.5.4. Pace
1.5.4.1. Want to know more?
1.5.4.1.1. Make sure the pace of communication is right for your customer e.g. Try not to speak too fast/slow for each customer.
2. Aim
3. How we do it
3.1. 1. Customer needs discovery
3.1.1. The different types of needs
3.1.1.1. Related
3.1.1.1.1. Pricing
3.1.1.2. Initial
3.1.1.2.1. Understand why their insurance premium is more than the previous year.
3.1.1.2.2. Update policy information.
3.1.1.2.3. Find out why there is an additional excess on the policy.
3.1.1.2.4. Save money.
3.1.1.2.5. Start a new policy.
3.1.1.2.6. Cancel their policy.
3.1.1.3. Deeper
3.1.1.3.1. Education - better understand their insurance and how it works, and what limitations may apply come claim time (and how they can avoid them).
3.1.1.3.2. Information.
3.1.1.3.3. Explore any concerns the customer may have and try to better understand the underlying reasons.
3.1.1.3.4. The reason a customer calls is not always the full extent of their needs. Sometimes they are not 100% sure of what they need. It is our job to uncover these underlying needs.
3.1.1.3.5. Gain a better understanding of the reasons why (relating to any part of the policy).
3.1.1.3.6. Reassurance of the value of their insurance - want to know their money is well spent.
3.1.1.3.7. Find someone who will show they value them and their business and really take the time to talk, care and listen.
3.1.1.3.8. The convenience of having all of their insurance in the one place - only making one call to lodge a claim for a big event!
3.1.1.4. Smaller
3.1.1.4.1. Example - The customer would love all things emailed.
3.1.1.4.2. Example - The customer doesn't like to be called by first name.
3.1.1.5. Adjacent
3.1.1.5.1. Understand the difference between competitor pricing and products.
3.1.1.5.2. Start cover for an asset previously uncovered, or might be insured elsewhere but current insurance doesn't meet their needs.
3.1.1.5.3. Additional products they may not know we offer.
3.1.2. How to discover their needs
3.1.2.1. Want to know more?
3.1.2.1.1. Why it's important
3.1.2.1.2. Examples of how
3.1.3. Understanding their needs
3.1.3.1. Want to know more?
3.1.3.1.1. Why it's important
3.1.3.1.2. Examples on how
3.2. 2. Solution crafting
3.2.1. Know your solution space
3.2.1.1. Want to know more?
3.2.1.1.1. Conversation - A simple conversation can be powerful enough to solve many concerns a customer may have.
3.2.1.1.2. Product
3.2.1.1.3. Pricing factors
3.2.1.1.4. Last resort
3.2.1.1.5. Supporting programs/areas
3.2.2. Present solutions and options to match customer needs
3.2.2.1. Want to know more?
3.2.2.1.1. Why it's important
3.2.2.1.2. What to think about
3.2.2.1.3. Examples on how
3.2.3. Solutions for other discovered needs
3.2.3.1. Want to know more?
3.2.3.1.1. Why it's important
3.2.3.1.2. Examples on how
3.2.4. Complete it for them
3.2.4.1. Want to know more?
3.2.4.1.1. Why it's important
3.2.4.1.2. Examples on how
3.2.5. Decision making
3.2.5.1. Want to know more?
3.2.5.1.1. Why it's important
3.2.5.1.2. Examples on how
3.2.5.1.3. What to think about
3.2.6. Call resolution
3.2.6.1. Want to know more?
3.2.6.1.1. Get it right the first time
3.2.6.1.2. Take ownership of where others left off
3.2.6.1.3. Future call resolution
3.3. 3. Addressing customer concerns
3.3.1. General objection handling tips
3.3.1.1. Want to know more?
3.3.1.1.1. What to think about
3.3.1.1.2. Examples of how
3.3.2. 6 steps for handling sales objections
3.3.2.1. Want to know more?
3.3.2.1.1. Listen - the quickest way to fail to deal with an objection is to not listen. Listen all the way through as the customer explains the objection, demonstrate active listening skills. Don't interupt!
3.3.2.1.2. Empathise - Show the customer you understand and are not fazed by the objection
3.3.2.1.3. Test - Ask questions such as "why do you feel that way" or "I can see your concern, tell me more?"
3.3.2.1.4. Diagnose -Examine the answers detmine which reason it is liable to be for the objection
3.3.2.1.5. Remedy - Depending on the diagnosis you can then apply the appropriate remedy
3.3.2.1.6. Test again
3.3.3. Common scenarios
3.3.3.1. Renewal Objections - Never see a renewal objection as just another price complaint. See it as "Second Chance call". This customer didn't have to call, they could have just gone somewhere else. Instead they have given us the chance to do better.
3.3.3.1.1. Start by acknowledging their concerns and offering to see if there is something we can do. Have a look through their policy, checking the details and explaining features along the way, hopefully during this discovery session you will find something that may alter the price.
3.3.3.1.2. If not, confirm that the information is true and correct and they are being charged an appropriate premium.
3.3.3.1.3. Ask if they have gotten a comparison quote? Compare the features of each policy, re linking their personal benefits for each feature
3.3.3.1.4. Discuss options which could make a difference to price i.e.. Excess, Sum insured etc.
3.3.3.1.5. Check history, understand the customers value, how many policies, time of cover etc and acknowledge the customers loyalty
3.3.3.1.6. In most cases the above steps will generally help with the objection. In some extreme cases a retention discount may need to be used depending on the customers history
3.4. 4. Creating additional value
3.4.1. Retention
3.4.1.1. Want to know more?
3.4.1.1.1. What to think about
3.4.1.1.2. Examples of how
3.4.2. Offering relevant additional products & increasing cover
3.4.2.1. Want to know more?
3.4.2.1.1. Examples of how
3.4.2.1.2. What to think about
3.4.3. New business
3.4.3.1. Things to think about
3.4.3.1.1. New customers will potentially need a higher level of information provided around features and benefits. They have not experienced us as a brand before
3.4.3.1.2. First impressions last. Make sure the impression you leave on the first time callers is the right one.
3.4.4. Sales Principles
3.4.4.1. Want to know more?
3.4.4.1.1. Ask for the business
3.4.4.1.2. Always ask for payment first (before offer to send out paperwork)
3.4.4.1.3. Suggested closes
3.4.4.1.4. Exploring and finding out about any potential blockers for purchases
3.4.4.1.5. reconfirm commitment
3.5. 5. Educating your customer
3.5.1. Verify customer's knowledge of insurance
3.5.1.1. Want to know more?
3.5.1.1.1. Why it's important
3.5.1.1.2. Examples of how
3.5.2. Personalised information
3.5.2.1. Want to know more?
3.5.2.1.1. Why it's important
3.5.2.1.2. Examples of how
3.5.3. Check for understanding
3.5.3.1. Want to know more?
3.5.3.1.1. It is important to summarise what you have talked about and check in with the customer to ensure you have a mutual understanding around what you have discussed and agreed upon. We want to make sure we are always on the same page as our customers and they are 100% comfortable with what we are proposing as a solution. There is no limit to the amount of times you can check in with your customer
3.5.4. Make it tangible
3.5.4.1. Want to know more?
3.5.4.1.1. Why it's important
3.5.4.1.2. Examples of how
3.5.5. Extras
3.5.5.1. Want to know more?
3.5.5.1.1. Added extras
3.5.5.1.2. Non-policy related extras
4. Mindset
4.1. 1. Be ready
4.1.1. Are you "job ready"?
4.1.1.1. Want to know more?
4.1.1.1.1. Organise your programs
4.1.1.1.2. Organise your email
4.1.1.1.3. Organise useful information
4.1.2. Pre & post call mindfulness
4.1.2.1. Want to know more?
4.1.2.1.1. Examples of how
4.1.2.1.2. What to think about
4.2. 2. Understand your customer
4.2.1. Personal identity
4.2.1.1. Want to know more?
4.2.1.1.1. Why it's important
4.2.1.1.2. What to think about
4.2.2. The way they communicate
4.2.2.1. Want to know more?
4.2.2.1.1. What to think about
4.2.3. How much time do they have?
4.2.3.1. Want to know more?
4.2.3.1.1. Examples on how
4.2.3.1.2. What to think about
4.2.4. How are they feeling?
4.2.4.1. Want to know more?
4.2.4.1.1. Why it's important
4.2.4.1.2. Examples on how
4.2.4.1.3. What to think about
4.2.5. Previous insurance experience
4.2.5.1. Want to know more?
4.2.5.1.1. Examples on how
4.2.5.1.2. What to think about
4.2.6. Pick up on customer cues
4.2.6.1. Want to know more?
4.2.6.1.1. Examples on how
4.2.6.1.2. What to think about
4.2.7. What was it that triggered them to call us?
4.2.7.1. Want to know more?
4.2.7.1.1. Examples on how
4.3. 3. Know & develop yourself
4.3.1. Natural & authentic
4.3.1.1. Want to know more?
4.3.1.1.1. Examples of how
4.3.1.1.2. Why it's important
4.3.2. Personal experience
4.3.2.1. Want to know more?
4.3.2.1.1. Why it's important
4.3.2.1.2. Examples on how
4.3.3. Inquisitive
4.3.3.1. Want to know more?
4.3.3.1.1. When to be inquisitive
4.3.3.1.2. What to look at
4.3.3.1.3. How to be inquisitive
4.3.4. Confidence
4.3.4.1. Want to know more?
4.3.4.1.1. Examples on how
4.3.4.1.2. Why it's important
4.4. 4. Work as a team
4.4.1. Understand the model aim
4.4.1.1. Want to know more?
4.4.1.1.1. What to think about
4.4.1.1.2. Examples of how
4.4.2. Call resolution
4.4.2.1. Want to know more?
4.4.2.1.1. Get it right the first time
4.4.2.1.2. Second chance save
4.4.2.1.3. Future call resolution
4.4.3. Solve needs with other team members in mind
4.4.3.1. Want to know more?
4.4.3.1.1. What to think about
4.4.3.1.2. Examples on how
4.4.4. Avoid the blame game
4.4.4.1. Want to know more?
4.4.4.1.1. Why it's important
4.4.4.1.2. Examples on how
4.4.5. Helping other business units improve
4.4.5.1. Want to know more?
4.4.5.1.1. Examples on how