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NEW TEAM MEMBER ONBOARDING SCRIPTS
© 2021 Role Play at the Olson Agency
TABLE OF CONTENTS:
RDCR SCRIPT....................................................................................... 3
THE “OTHER THAN PRICE” FORMULA...................................................... 8
PRICE, PRICE, PRICE!!!.......................................................................... 8
PERSONAL BRAND QUESTIONS..............................................................10
THE POWER OF ASSUMING THE SALE.....................................................11
MAKING IT ABOUT THEM.......................................................................12
DIFFERENT WAY OF LOOKING AT OBJECTIONS.........................................14
CLOSING LINES................................................................................... 16
THE GRID........................................................................................... 17
MONOLINES....................................................................................... 18
“3 YES CLOSE”................................................................................... 20
SETTING APPOINTMENTS THAT HOLD.................................................... 21
A DIFFERENT SPIN ON SELLING LIFE.................................................... 22
LEAVING EFFECTIVE VOICEMAILS......................................................... 23
ASKING FOR REFERRALS.................................................................... 24
FOLLOWING UP ON REFERRALS........................................................... 25
CHECKLIST FOR SETTING THE STAGE.................................................... 27
CHECKLIST FOR OUTBOUND CALL........................................................ 28
FLOW OF THE AUTO QUOTE PART 1....................................................... 29
FLOW OF THE AUTO QUOTE PART 2....................................................... 32
TAKING THE UNCOMFORTABLE OUT OF THE ASSET CONVERSATION.......... 36
ASSUMING THE BUNDLE...................................................................... 37
COLD CALLS MADE SIMPLE................................................................. 38
UMBRELLAS MADE SIMPLE................................................................. 39
RAPPORT
DISCOUNTS
“Wow, Mr. Customer, I just noticed you have been with us since ____________,thank you so much for your business!” (pause here)
EXAMPLE:
“While I have you on the phone, one of the things I love to do is just take a quicklook and make sure you are taking advantage of all of our discounts and have the right coverage…”
“That’s great, why don’t we start and see if we can save you some money! Solet’s take a look at the discounts you may not be using...” (go through the discounts they don’t have here)
“That’s great, so just to recap, we talked about going paperless which will save you $180/ year, then we also felt you would like to begin paying in full to save $300/year. So, it looks like your total savings is almost $500 a year, fantastic!”
Small talk and point out something positive about their policy.
*Recap the discounts before moving on to coverage. (example below)
“Sure”
ADVISOR:
ADVISOR:
ADVISOR:
ADVISOR:
CUSTOMER:
RDCR SCRIPT
3
COVERAGE
“My number one goal is to make sure you understand how your insurance works and that you have the right coverage. First, let’s start with the discounts you can take advantage of…”
OUTBOUND CALLS:
“Before I start going through your coverage, what do you know about your autocoverage?”
“Yes, perfect, so what I usually like to do is go through your coverage line by line so that you understand each one. Sound okay?”
“The first coverage on your policy is what we call liability. Liability pays if youhurt somebody else and is what I consider to be the most important part of your insurance protection. With liability, you are able to pick how much protection you have. In your case, it looks like you opted for ____________ worth of coverage, do you by chance remember why you would have chosen that amount?”
* If making outbound call, recap percentage saved instead of dollar amount.
“I think I’m fully covered.”
“Yes”
ADVISOR:
ADVISOR:
ADVISOR:
ADVISOR:
CUSTOMER:
CUSTOMER:
4
“No”CUSTOMER:
“We hear that a lot. That is why I do like to do these reviews because it helpsmake sure you are properly protected. So, with liability, a general rule is that you always want to have at least as much coverage as what your assets are worth. A lot of clients don’t realize that if you were in an accident and hurt someone and the charges went over the amount you are covered for, you would get a bill for the rest. In your case, I know that you own your home, so I’m thinking you might be a bit exposed there. Does that make sense to you?”
“The next coverage you have is Uninsured Motorist. That pays for your medicalexpenses and also for your car if somebody hits you without insurance, without enough insurance, or if it was a hit and run.”
“Next, you have what we call Personal Injury Protection. This is medicalcoverage for you and your passengers regardless of who is at fault in an accident. In Washington, we offer this protection at either 10 thousand or 35 thousand. In your case, it looks like you had opted for 10 thousand. Do you remember why?”
“Yeah, the nice thing is this is an easy fix and I’ve got a solution which I’ll get toafter we go through the whole review.”
“Yes it does….”
“Sounds good.”
“Okay.”
ADVISOR:
ADVISOR:
ADVISOR:
ADVISOR:
CUSTOMER:
CUSTOMER:
CUSTOMER:
5
“No”CUSTOMER:
“First, it’s great that you do have this on your policy. We are finding that peopleare tending to go with the higher amount of 35K just given today’s medical bills. The nice thing is that it would be about __________/month to triple the coverage.”
“The next coverage is your Comprehensive. It also pays for damage to your carthat is a result of anything other than an collision. Fire, theft, vandalism, brokenwindshields, things like that. For that coverage, it looks like you had opted for a $100 deductible, are you comfortable with that?”
“Great! Now lastly I show two coverages that you had actually opted to waive,that you may or may not need. The first one is towing, do you have some type of package that would cover you for towing?”
“The next two coverages are what people often refer to as Full Coverage.Collision is the one that pays for your car if you were at fault in an accident. It looks like you opted for a $500 deductible. Are you comfortable with that?”
“That sounds good.”
“Yes, that sound good.”
“Yes.”
ADVISOR:
ADVISOR:
ADVISOR:
ADVISOR:
CUSTOMER:
CUSTOMER:
CUSTOMER:
6
“Yes, we have AAA.”CUSTOMER:
“Great, so you are good there. The next coverage is Rental Car coverage. A lotof customers don’t realize that if you did have a claim and your car was in the shop, your insurance does not automatically pay for you to rent a car. Now, if you think you could get to work another way and don’t really rely on having your car, you are probably OK. If you think you would absolutely need a rental car, you can certainly add this for about $3/month.”
“I would need a car, so let’s go ahead and add that.”
ADVISOR:
CUSTOMER:
RECAP
“So just to recap before we move on to your home, we first talked about yourliability and felt you were probably a bit low on that one, which we will get to a solution on at the end. We also decided to raise your Personal Injury Protection from $10k to $35k for $7/month. We added rental car coverage to both cars for $6/month combined. Does all of that sound right to you?”
“Perfect, so that takes care of the coverage part of your policy. Before I move onto the home, any last questions you can think of for me?”
“I don’t think so.”
“Sounds great!”
ADVISOR:
ADVISOR:
CUSTOMER:
CUSTOMER:
7
8
THE “OTHER THAN PRICE” FORMULA
1. “Other than price….?”
2. “Some of the things that our customers tell us….”
3. “What else? What else? What else?”
4. Recap (summarize what you’ve heard)
THE “OTHER THAN PRICE” FORMULA
PRICE, PRICE, PRICE!!!
“Before I do get into the quote itself, what are some things other than price thatare important to you when buying insurance?”
“So first, I couldn’t agree more. Price is important to all of us with anythingwe buy. Just really quick, some things that our customers have told us areimportant to them are: they really like that if they had an accident, their rateswouldn’t go up. Do you think that would be something you would appreciate?”
“I really would say price is all that I am concerned with and why I’m shopping.”
ADVISOR:
ADVISOR:
PROSPECT:
“I can see how that would be nice, sure.”
“Well, I’d probably want to know that if I had an accident I would be covered.”
“Awesome… what else is important to you?”
PROSPECT:
PROSPECT:
PROSPECT:
“Perfect! So, just to recap, you did feel that you would appreciate your rates notgoing if you have an accident. You mentioned you would want to know that youwould have the right protection in place if you had to use your insurance, andyou’d like to have these at a fair price. Does that sound right?”
“I’m really glad you say that because that is exactly why you pay for insurance,to know that in case something happens you have coverage in place. As we go through this quote, we will definitely lead with that, making sure that you are properly protected…. Now, is there anything else that you can think of that would be important just so I can make sure I hit the mark for you?”
“No, I think that’s it.”
“Yes. That sounds right.”
ADVISOR:
ADVISOR:
ADVISOR:
CUSTOMER:
9
10
PERSONAL BRAND QUESTIONS
1. What Makes you unique?
2. What do you love about what you do?
3. What do people say about you?
4. What is your number 1 goal in working with your customers and prospects?
PERSONAL BRAND QUESTIONS
11
PRE-QUOTE
DURING THE QUOTE
CLOSING
“When you work with us, the nice thing is ...”
“That’s awesome, you’re going to love ...”
“We are going to make sure you have the right coverage at a great price!”
“You’ll always be able to reach me at my direct number....”
“It will be really nice for you to have that lower deductible.”
“With all of those trips you take, having the towing on your policy is going to be a relief to you!”
“I’m so glad we took care of that exposure for you.”
“That’s exactly why we go through it like this -so that when we are finished, you will have the right coverage.”
“We’ll take care of contacting XYZ company for you and having their coverage stop on the same day this one starts.”
“It’s going to be great working together ...”
“Next steps are ...”
“All we need to do to get this started is ...”
THE POWER OF ASSUMING THE SALE
12
MAKING IT ABOUT THEM
CUSTOMER SERVICE EXAMPLE “So, I just got my bill and it is so much higher than you guys told me when I added my new car last month! Something must be wrong on your end…”
“Thanks, that would be great. This is just a little confusing.”
“Well first of all, I’m here to help. It’s never fun to see a higher rate than you were expecting. Let’s take a look at your policy and see what’s going on.”
“Yes, I get that billing can be confusing! We can actually go through it line by line to really make sure you understand what is causing this. We never want you to feel concerned, so I’m so glad you called in today. I assure you I will get to the bottom of this and see what options you have. Does that sound OK?”
ADVISOR:
ADVISOR:
CUSTOMER:
CUSTOMER:
13
OUTBOUND SALES EXAMPLE
(Beginning of call) “I’m really not interested, I’ve talked to a few people already and I’ll call you if I decide to talk to anyone else.”
“I really don’t want to take the time again.”
“It’s never fun being bombarded with phone calls, I’m a consumer too and totally get that. It looks like you took the time to fill out this form Online and I’m happy to help make sure I keep those guys honest and give you the best coverage at the best price.”
“Absolutely, in order to respect your time, let’s just really quickly confirm a few of your details to see if we would even be a good fit for giving you great coverage at a great price. It’s look like you have a 2016 Honda Accord…?”
ADVISOR:
ADVISOR:
PROSPECT:
PROSPECT:
14
DIFFERENT WAY OF LOOKING AT OBJECTIONS
“I’M NOT INTERESTED...”
“TOO MUCH GOING ON WITH COVID-19…”
“Yes, I hear that all the time, and that’s what a lot of my customers have said the first time I talked to them…”
“Yes, I totally get that and have been hearing that a lot…”
“Most people have said they aren’t interested before they’ve seen how much I can help them, whether it be saving them money or just getting them better coverage. I don’t know for sure that we will be a good fit for you.”
“A lot of people are feeling uncertain right now, including me. The way I see it is we are all in this together. It’s interesting because we’ve actually had more people calling in than ever to just make sure their insurance is up to date during these times.”
“Let’s just take a few minutes to review what you currently have and see if we can help. Are you still driving that __________?”
“So, why don’t we confirm a few details really quick and see if it makes sense to continue… Are you still driving that_____________?”
ANCHORSTATEMENT
ANCHORSTATEMENT
DISRUPT
DISRUPT
ASK
ASK
15
“I’M HAPPY WITH MY CURRENT CARRIER…”
“That’s fantastic!”
“Anytime you are getting great rates and service, you might not want to think about changing.”
“Even if it doesn’t make sense to move to our agency at the moment I can at least give you a competitive quote to help keep those guys honest. Are you still driving that _________?”
ANCHORSTATEMENT
DISRUPT
ASK
16
CLOSING LINES
CLOSING LINESAll we need to get this started is your banking information. Who do you bank with?
The great thing about our company is you get to pick your draft date, any day from the 1st through the 28th. What day works best for you?
You chose to take advantage of the discount for paying your premium in full. So, for the initial payment, would you prefer it to come out of your checking account or do you want to put it on your credit card?
17
THE GRID
THE GRID RPOA
“I understand how you might feel that way.”
“We hear that all of the time.”
“We get that a lot.”
“A lot of people feel that way.”
“What are some of the details you are thinking about?”
“Tell me a little bit more about…”
“Help me to understand…”
“Anything else?”
“Okay, so it sounds like (summarize). Let’s do this… (give solution).”
“Sound good?”
“What are your thoughts on that?”
“Does that sound like a good solution to you?”
“Does that make sense?”
(1) CUSHION (2) CLARIFY
(3) REPLY (4) TRIAL CLOSE
18
MONOLINES
MAKING THE MOST OF MONO-LINE CALLS
“Hi, is this Lillie Smith?”
“Well hi Lillie, this is (Your Name) from (Agency Name). How are you today?”
ADVISOR:
ADVISOR:
ADVISOR:
ADVISOR:
“Yes, who’s calling please?”
“Good….”
“Oh, you’re welcome. We’ve had a great experience with your office.”
CUSTOMER:
CUSTOMER:
CUSTOMER:
“Great! So, the reason for my call is really just to touch base, which we like to do from time to time in our agency! Actually, I was just noticing that you’ve been a customer of ours for 17 years, so first of all just thank you so much.”
“Yeah, so one of the reasons we really like to touch base is because insurance needs do change over time, so it’s good to make sure you don’t have too much coverage, too little coverage, and of course that you are taking advantage of all of our discounts. Now it looks like you have your home policy with us. Let’s take a quick look at your coverage and discounts there, and just make sure everything is up to date….” (Pause)
19
“Now that takes care of your home coverage. You know, as your agent, we do like to make sure that you are properly protected in all areas. Who do you have your car insurance with?”
ADVISOR:
“Sure, that would be OK…..”
“I have it with XYZ Company now. I’d be happy to talk to you about that if you guys can match their rates.”
CUSTOMER:
CUSTOMER:
20
“3 YES CLOSE”
“3 YES CLOSE”
“So, (Name), this has been such a great conversation. As I said I would do, I always like to check in before we wrap things up and just ask a few questions. First, do you feel that you better understand how your insurance works as a result of talking to me today?”
“YES” (1)
“Do you feel like the changes we talked about making to your policy make sense?”
“Lastly, this one is the most important… do you think that I would be someone you would want to work with for your insurance now and in the future?”
ADVISOR:
PROSPECT:
“YES” (2)
“YES” (3)
PROSPECT:
PROSPECT:
ADVISOR:
ADVISOR:
21
SETTING APPOINTMENTS THAT HOLD
SETTING APPOINTMENTS THAT HOLD
“I’m not sure what my schedule is like, can you call me next week?”
“Absolutely, that works great! Let’s do this - why don’t we just put a time on the calendar that typically would work for you and that will just help us stay intentional. Would next Thursday at 3pm work for you?”
“Great, how about 6pm Wednesday?”
“Okay, what I’m going to do is send you a meeting request in order to respect your time and hold a place on our calendars. It will also have all of my contact information and what we will go over for you if you need to ask any questions before we talk again.”
CUSTOMER:
“No, that is not a good time. I’m usually not available until after 5…”
“I could probably do that…”
“Great, thank you. See you next Wednesday at 6pm.”
CUSTOMER:
CUSTOMER:
CUSTOMER:
ADVISOR:
ADVISOR:
ADVISOR:
22
“One of the things that my customers say they like about working with me is that I take a comprehensive approach. So, we’ll make sure to look at the big picture of what is going to protect you and your family in all areas today…”
- (Summarize the pepper)
- “Who holds your life insurance outside of work?”
- “When was the last time you had that reviewed?”
“Once I process this refinance I’ll go through a few things that always come up with these transactions, one of which is life insurance…”
“Sounds like you have a new baby? How old? That’s awesome, don’t let me forget to bring up life insurance when we are finished with this change…”
“Every time I hear someone is engaged, I always bring up life insurance, definitely one of the first things married couples want to look at…”
PEPPER IN THE BEGINNING:
PEPPER IN THE END:
PEPPER IN THE MIDDLE:
“A DIFFERENT SPIN ON SELLING LIFE INSURANCE - PEPPERING TECHNIQUE”
A DIFFERENT SPIN ON SELLING LIFE
23
LEAVING EFFECTIVE VOICEMAILS
“LEAVING EFFECTIVE VOICEMAILS”
“Hello Jeremy, it’s Kristin at Allstate Insurance! I’m calling specifically about your insurance, so could you give me a call back at 425-442-0000? Again, it’s Kristin Isaacson at Allstate, 425-442-0000…”
“Hello Jeremy, it’s Kristin at Allstate Insurance! I’m calling to quickly confirm the details on your auto insurance quote. Could you call me back at 425-442-0000? Again, it’s Kristin Isaacson at Allstate, 425-442-0000.”
“Hello Jeremy, it’s Kristin at Allstate Insurance! I’m calling to help you sort out the issues with your claim. Give me a call back at your convenience and we’ll work through it together. I can be reached at 425-442-0000. So sorry for the frustration, Jeremy. Again, it’s Kristin Isaacson at Allstate, 425-442-0000.”
“Hello Jeremy, it’s Kristin at Allstate Insurance. Your friend Bob asked me to give you a call specifically about your home insurance. I’m happy to help you and can be reach at 425-442-0000. I look forward to talking to you and will also follow-up with an email that has my contact information on it. Again, it’s Kristin Isaacson at Allstate, 425-442-0000.”
“Hello Jeremy, it’s Kristin at Allstate Insurance. I’m calling to help you with some concerns you had on your bill. Give me a call back at your convenience and I’ll gladly explain it and answer any questions you have. I can be reached at 425-442-0000. So sorry for the frustration, Jeremy. Again, it’s Kristin Isaacson at Allstate, 425-442-0000.”
AGED LEADS, MONOLINES, WINBACKS:
REAL-TIME LEADS:
CLAIMS ISSUES:
REFERRALS:
BILLING ISSUE:
24
ASKING FOR REFERRALS
ASKING FOR REFERRALS
DON’T FORGET THE PATH:
“(Name), it’s been a pleasure to be able to help you today! I love that(summarize what you loved about the customer.)”
“Thank you!”
“If I was able to hand select my customers, I would build my business with people just like you because you’re my ideal customer. Who do you know that’s just like you that I could help?”
• Start with being genuine and sincere.
• Make a commitment to asking every time.
• Make it about them and tell them what you loved about working with them.
• Make it about you and tell them you are growing your business with people like them.
• Collect names and follow up.
“How would you like me to get a hold of them?”
ADVISOR:
CUSTOMER:
“I have a few people I can think of…”CUSTOMER:
ADVISOR:
ADVISOR:
25
FOLLOWING UP ON REFERRALS
FOLLOW UP ON REFERRALS“Hi, is this, __________?”
“Well, hello, my name is ___________ with __________. How are you doing today?”
“Awesome, well ____________, I wanted to give you a call today because I was talking to your friend ___________ this week about his/her insurance and your name came up. Maybe he/she already told you I was going to give you a call?”
“Oh good, yeah, I was able to get him/her better coverage at a great price and he/she thought you might benefit from working with me too. Sounds like you guys have been friends for a long time and you just moved back in the area?”
“It is…”
“Good…”
PROSPECT:
PROSPECT:
ADVISOR:
ADVISOR:
ADVISOR:
ADVISOR:
“Yeah, he did mention it.”PROSPECT:
26
“I hear you there… It’s definitely a crazy time to move, which neighborhood did you end up deciding on?”
“I love that neighborhood! So, the way that I worked with __________ andreally the way I work with all of my customers is to first help you just understand how your insurance works. So, we will just quickly go through your coverage line by line and make sure that you do understand it and that it still fits your needs. Sound good?”
“Yeah, we have and we did just move back and it’s been hectic!”
“We are in XYZ neighborhood. We love it!”
PROSPECT:
PROSPECT:
ADVISOR:
ADVISOR:
“Okay, that sounds good!”
* Continue going through full conversation flow.
PROSPECT:
27
CHECKLIST FOR SETTING THE STAGE
SETTING THE STAGE FOR THE AUTO QUOTE CHECKLIST
RAPPORT
QUALIFY
OTHER THAN PRICE CONVERSATION
PERSONAL BRAND
TYPE OF POLICY
28
CHECKLIST FOR OUTBOUND CALL
OUTBOUND CALL CHECKLISTRAPPORT• Watch for tone of voice, exchanging pleasantries… • Qualify the lead • “Other than Price” conversation• Personal Brand
DISCOUNTS • Go over type of policy and discounts they can opt in for • Recap percentage they are saving
ASSETS• Get a lump sum of what their assets are worth
COVERAGE
* Find out what they know before going over coverage - “Before we get started, what do you know about your auto insurance?” * Set the expectation - “We will just review your coverage line by line…”
• RDCR Collaborative Conversation
RECAP • Summarize the changes made and highlight anything significant
3 YES CLOSE • “Do you better understand your coverages as a result of our conversation?”• “Do you feel like the changes we made to your policy make sense?”• “Do you think I would be someone you would want to work with now and in the future?”
CLOSE • Present pricing and sell the value of the differences • “Next steps would be…” - set the expectation of what happens after they buy
LIFE • “Where do you have your life insurance outside of work?”• “When was the last time you had it reviewed?” • “That’s exactly why I asked…” (summarize and ask for the appointment)
ASK FOR RECOMMENDATION • “It’s been such a pleasure to talk to you today…”
29
FLOW OF THE AUTO QUOTE PART 1
FLOW OF THE AUTO QUOTE PART 1
“Hello, is this (name)?”
“Hi! This is __________ with XYZ Insurance. It looks like you were researching your insurance Online and I’m calling to help you out today. It shows you are driving a (year and make of car)?”
“Nice! Just curious, what has you looking for insurance today?”
“Oh, that’s great! Next, have you had any tickets or accidents in the past 5 years?”
“Absolutely, and I’m happy to help with that. I’ll just need to confirm a few details to make sure you’d be a good fit here before I get into the actual proposal. The first question is, who do you have your policy with now and how long have you been with them?”
“Yes, it is…”
“Yes, it is…”
“Well, I’m just trying to see if I can save some money…”
“I’ve been with ABC Company for about 7 years…”
PROSPECT:
PROSPECT:
PROSPECT:
PROSPECT:
ADVISOR:
ADVISOR:
ADVISOR:
ADVISOR:
ADVISOR:
30
“No, I have a perfect driving record actually.”PROSPECT:
“That’s good! And the last question, do you own or rent your home?”
“Okay, great. We will include that too just so you can see what it looks like with all of the discounts and benefits we offer!”
“Awesome… is there anything else you can think of that would be important?”
“Great, it definitely is going to make sense to propose something new to you. Before I do get into the quote itself, what are some things other than price that are important to you when buying insurance?”
“Oh okay, and I couldn’t agree more. Price is important to all of us with anything we buy. Just really quick, some things that our customers have told us are important to them are: they really like that if they had an accident, their rates wouldn’t go up. Do you think that would be something you would appreciate?”
“I own it.”
“Okay.”
“I really would say price is all that I am concerned with and why I’m shopping.”
“I can see how that would be nice, sure.”
“Well, I’d probably want to know that if I had an accident I would be covered.”
PROSPECT:
PROSPECT:
PROSPECT:
PROSPECT:
PROSPECT:
ADVISOR:
ADVISOR:
ADVISOR:
ADVISOR:
ADVISOR:
31
“I’m really glad you say that because that’s exactly why we all buy insurance, to know that in case something happens we have the right coverage in place. As we go through this quote, we will definitely lead with that, making sure that you are properly protected…. Anything else?”
“Let’s get started by picking the type of policy you would like to have. At XYZ company, we have a couple of different options. The first one is like most policies out there where if you have an accident, your rates go up. We also offer one where they wouldn’t. Which one do you think you would prefer?”
“Perfect! So, just to recap, you did feel that you would appreciate your rates not going up if you have an accident. You’d want to know that you would have the right protection in place if you had a claim, and lastly you’d like to have these at a good price. Does that all sound right?”
“Okay! First, I always like to start with a little bit about me before we go through this just so you know who you’re working with. My number one goal today is to help you understand how your insurance works and that you do have the right coverage. We’ll do this by just looking at what you currently have and making sure it is still the right fit for you.”
“Nope, I think that’s it.”
“Yes. That sounds right.”
“Okay…”
“I think the one where my rates don’t go up.”
PROSPECT:
PROSPECT:
PROSPECT:
PROSPECT:
ADVISOR:
ADVISOR:
ADVISOR:
ADVISOR:
32
FLOW OF THE AUTO QUOTE PART 2FLOW OF THE AUTO QUOTE PART 2DISCOUNTS:
“Perfect, that’s a great option! Let’s get started with the fun stuff and first of allsee if we can save you some money by going through the discounts you can take advantage of!”
“The first one I always like to mention is our paperless discount. Instead ofreceiving hard copies in the mail, we send all of your insurance correspondenceelectronically. Just doing this alone saves you 7%.” (pause)
“Next, instead of mailing in a check, if you simply opt to have your bank pay ourbank electronically, that would save you another 7%. What are your thoughts on that one?”
“Lastly, we offer a 10% discount if you choose to pay your 6 month premium infull versus making monthly installments. How do you feel about that?”
“Sure.”
“Okay.”
“Yes, that sounds fine.”
“I can pay in full since it saves so much, yes!”
PROSPECT:
PROSPECT:
PROSPECT:
PROSPECT:
ADVISOR:
ADVISOR:
ADVISOR:
ADVISOR:
33
“That’s great! So just to recap, we talked about 3 discounts you’d like to takeadvantage of. First, going paperless which will save you 7%, next setting up automatic payments to save you another 7%, and finally, paying in full to save 10%. All of these add up to a total savings of 24%, that’s fantastic!”
“Next, we’ll go through your coverage, but before I start talking about it, I’d becurious as to what you know about what you have now?”
“Yes, perfect, so what I usually like to do is go through your coverage line by lineso that you understand each one. As we go through this I’ll help you choose limits that really protect your family, rather than just assume that what you have now still makes sense. Sound okay?”
“The first coverage on your policy is what we call liability. Liability pays if youhurt somebody else in an accident, and is what I consider the most important coverage you have on your policy. With liability, you’re actually able to pick how much protection you have. In your case, it looks like you opted for ___________ , do you by chance remember why you would have chosen that amount?”
“It is!”
“I think I’m fully covered.”
“Yes.”
“No, I don’t remember.”
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COVERAGE:
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“We hear that a lot. That’s exactly why I ask and why I like to go through thequote like this. It just helps to make sure you are properly protected. So, with liability, a general rule is that you always want to have at least as much coverage as what your assets are worth. A lot of clients don’t realize that if they caused an accident where the charges went over the amount you are covered for, you would actually be sent a bill for the rest. Does that make sense?”
“Yes it does….”
“I would say probably $200,000 with my cars and other belongings…”
“Okay so as your advisor, I would say that what most people in your situationwould go with would be $250,000 in order to properly protect you, does that sound reasonable?”
“Great, and of course, we will get to the price at the end and if you need to make any changes we certainly can at that point.”
“The next coverage you have is Uninsured Motorist. That pays for your medicalexpenses and also for your car if somebody hits you without insurance, without enough insurance, or if it was a hit and run. We always recommend matching what you have for liability, which it looks like you had done with XYZ Company as well.”
“Great. So knowing that, what do you think a ballpark figure for what your assetsare worth would be?”
“Yes, but it’s going to depend on the price…”
“Sounds good…”
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“Okay.”
“No I don’t…”
“First, it’s great that you do have this on your policy. We are finding that peopleare tending to go with the higher amount of 35K just given today’s medical bills. The nice thing is it’s normally just a few dollars more each month to triple the coverage.”
“The next two coverages are what people often refer to as ‘Full Coverage.’Collision is the one that pays for your car if you were at fault in an accident. It looks like you had opted for a $500 deductible, which is very common. Are you still comfortable with that?”
“The next coverage is comprehensive. It also pays for damage to your car that isa result of anything other than an accident. Fire, theft, vandalism, broken wind-shields, things like that… For that coverage, it looks like you had opted for a $100 deductible, are you still okay with that?”
“Next, you have what we call personal injury protection. This is medicalcoverage for you and your passengers regardless of who is at fault in an accident. In our state, we offer this protection at either 10K or 35K. In your case, it looks like you had opted for 10K. Do you remember why?”
“That sounds good.”
“Yeah, I’m okay with that.”
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TAKING THE UNCOMFORTABLE OUT OF THE ASSET CONVERSATION
TAKING THE UNCOMFORTABLE OUT OF THE “ASSET CONVERSATION”
“Before we get into your auto coverage, it’s always important to start with,and really just remember what your insurance is for. First, it protects the things you would expect like your car and your home for example, but what a lot of people don’t realize is it also protects your assets. Your assets would include things like your car, home, personal belongings, your savings, and even your future income… Keeping that in mind and in order to make sure we are protecting everything, what would you say your assets are worth?”
ADVISOR:
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ASSUMING THE BUNDLE
ASSUMING THE ‘BUNDLE’ TO INCREASE SALES!
“Do you own or rent your home?”
“Great, I assume you have your homeowners insurance with (ABC company)too…”
“No problem, we’ll actually take a look at it both ways for you . A lot of timespeople end up paying more by having their insurance in two separate places, not to mention they might be left with some coverage exposures. That way you’ll be able to look at your options and then just choose at the end of this conversation what works best.”
“I own it.”
“Yes, but today I just want to look at my auto.”
“Okay.”
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COLD CALLS MADE SIMPLE
COLD CALLS MADE SIMPLE“Hi, is this ___________?”
“This is ___________ from ______________. It looks like…(explain reason)”
“Thanks, but I’m not interested…”
“Yeah, no, I just don’t have time.”
“Yes, who’s this?”
“That makes sense. I get that you weren’t expecting my call this morning. This will really just take a few minutes and I do have almost all of the information I need. I’ll just need to confirm a few details. Do you still live at 12345 Street?”
“Yep, no problem, I totally get that. What I can do then, since you don’t have time, I’ll shoot this over to you in an email then if you ever are interested, at least you have a comparison to look at and you can let me know at that point.” (Pause)
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“Awesome, yeah I can do that, so just to make sure I have everything accurate on what I send to you, do you still drive the 1998 Accord? (wait for a response) And you live at?” (continue to qualify and open up the conversation)
“Sure, you can send that over.”PROSPECT:
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UMBRELLAS MADE SIMPLE
UMBRELLAS MADE SIMPLE
“Now that we’ve gone through your auto and home coverage, I wanted to getback to the liability exposure and how to fix that….”
“Well, what most people do is to purchase what’s called an umbrella policy.Have you ever heard of this, or….?”
“They are very popular, and most customers who own their home like you docarry one. Basically, an Umbrella policy is liability coverage that extends to both your car and home policies, so it takes care of both exposures. The nice thing is they are super inexpensive, literally probably about $25/month….”
“Yeah, what are the options there?”
“I’m not sure. It sounds familiar.”
ADVISOR:
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CUSTOMER:
CUSTOMER:
“Oh, wow, well for that price, let’s do it.”CUSTOMER:
