By: Gini Massey, President at Massey Insurance Services
In the most basic sense, when you receive a lead you are being presented with the opportunity to provide a solution to the prospect’s problem. This potential client may find that the problem is that they need a practical personal lines necessity such as auto, life or homeowners insurance – or maybe it’s something distinct that your agency specializes in; such as commercial truck insurance. Whatever the reason or coverage is, the prospect came to your agency because they see a value in what your company can offer them. Keep in mind that many leads are in the process of acquiring new insurance and are shopping around different agencies, so being able to convey to them why you are the leading choice is crucial.
Making Contact
Make the First Move. Contact the lead promptly and get the process moving forward. By taking the initiative to contact the lead as soon as you acquire it, you can give yourself the advantage of being the first in line. If you place a call to introduce yourself and you have to leave a message speak clearly and leave your name, who you work for and the reason you are contacting them. Telling a lead that their quote is all ready is a great way to entice a prospect to make contact with you.
Follow up using e-mail but be respectful. The e-mail will give you an opportunity to give them additional information about working with your agency and let you outline why and how you can help them immediately. Contacting the lead is very important because you cannot start doing business with each other until you establish contact. Be on your best manners when you are trying to make contact. Be respectful to their personal space but stay aggressive.
Once You Have Made Contact
Give Them Two Options. Establish that some action must be taken. “Would you agree that something needs to be done?” Once you have established that they can’t sit there and do nothing about the situation, give them two options, buy from you or buy from someone else. Many people are afraid to ask for the money because they believe they will come off as desperate. You both know why you are there, they need to buy and you need to sell. Outline your products and establish why you can help them and why they should buy from you.
Push Your Lead. Gather information during your conversation about what they are looking for in their policy. As a California Insurance provider, we may ask what prospects are looking for in their home insurance, auto insurance or business insurance. Do they want the lowest price or best coverage? Determine what buttons to push to turn you from a salesman to a trusted resource.
Closing the Sale and Moving Forward
Guarantee Your Attention. Stay committed to your clients. At Massey Insurance Services, we know the importance of customer service for; especially when a client comes to us with a coverage need as distinct and focused as truck insurance. Being able to contact your agent in the event of an accident or related incident is at the top of the list for most of our customers. Tell your CSRs to stay connected to clients using e-mail, social networking and being knowledgeable and compassion on the phone. Again, it all comes back to conveying why your agency is the best choice and the right choice. Show prospects that you are willing to go the extra mile and closing the lead should come easy.