For Insurance Agents
December 9, 2009
How Well Do You Listen To Your Customers?
Are you regarded as a good listener? How do you know? In my opinion, active listening is one of those skills which requires constant attention and practice. I still find myself once in a while interrupting when I shouldn’t or thinking about what I am going to say next in a conversation and forget what a person was stating to me- yikes! This is not good practice, especially in a sales/customer service situation.
Therefore, if you find yourself in the same predicament from time to time, remember that active listening is crucial when determining the needs of a customer and providing the best products for them. Active listening involves more than just listening…active listening involves probing for more information, paraphrasing, and acknowledgement that you are listening. If you do not listen well, you may lose a sale.
Here’s a fun listening exercise that I participated in during a training class a few years back (however, it’s better facilitated as a listening exercise- not a reading exercise). It goes like this:
You are the bus driver. At stop #1 three people got on the bus, one of them was wearing a blue baseball cap. At stop # 2, five people got on and one exited the bus. At stop #3 two people got on, one person was carrying a bag and the person with the blue baseball cap got off. What is the bus driver’s age?
If you answered the age, which is yours by the way since you are the bus driver, then you passed! If not, then that’s okay, this exercise is a reminder to us all to make the effort to listen effectively to our customers. (Keep in mind that this exercise should be provided verbally in order to be effective)
Have some fun with your co-workers and see who can pass the listening test!
Internet Leads: Are They All about Lowest Prices?
September 15, 2009
Today, the Internet is one of the first places people go to shop for their insurance needs. But is everyone who shops for insurance online looking for just the lowest price? I don’t think so. I think they want a fair price, but they want a good product from a good name as well.
Twenty years ago, people went to the phone book for almost everything. Every year, I get the phone book dropped on my front porch, and I throw it on a shelf where it stays unopened.
I think the same thing happens in many households today. When you call Internet leads and just give them a price, they will probably go with the lowest one unless you tell them what sets you apart from your competitors. Insurance companies are not apples and apples.
These days it’s much easier to comparison shop than ever before, but Internet shoppers are just like everyone else. They are looking for the best value for their money. In other words, if you can show them the total value package your agency offers—things like great customer service, added discounts, and an easy and supportive claims process, in addition to price—they will be less tempted to go with the lowest price and more likely to stay when they decide to compare rates again.




