With less people coming in to buy car insurance in person, operating normally takes some creativity. Online sales are critical, but many drivers want to speak with their insurance agent over the phone to make sure they are getting the best deal. If you are trying to sell car insurance over the phone, you may need to change gears from how you normally sell car insurance.
Have Everything Important Within Reach
Whether you’re working in the office or at home, you must have a designated space for work. Make sure your work set up is clean and carries everything you need. Go down the list you need to check off:
Making sure that your workspace is prepared does a lot to prevent awkward fumbling or extended pauses while you dig around for what you need.
On the phone, faster is better. Unlike when they’re in your office, a client can simply hang up if you are taking too long. Be prepared to answer their questions and provide information. It helps to anticipate their questions based on commonly asked questions, especially for new drivers and clients. Be straight forward and don’t beat around the bush when discussing insurance on the phone.
Become an Advisor, Not a Salesperson
Potential clients want to know that you are on their side. Becoming an advisor means showing your expertise and credibility. Give them pertinent information and help them come to the right decision about their car insurance policy. Don’t be afraid to show how much you know about car insurance. Clients want to know they’re speaking with someone knowledgeable.
Ask Detailed Questions
While it is important not to waste time, it is also important not to let the client rush you off the phone before you both discuss important information. Prepare detailed questions about their policy and their needs. Questions should be beyond yes or no answers to keep your client engaged and provide you with the information you need to file a claim or get a quote.
You shouldn’t dig into the reasons your potential client is changing policies or personal information that isn’t pertinent to the car insurance policy. But if a client brings up personal information, be polite and empathetic. For example, say your potential client mentions they lost their job and they’re looking for a cheaper car insurance policy to save money. While you need to steer the conversation, it is important to let the client know that you care about them. Even a simple, “I’m sorry to hear that. Let me see what we can do,” can assure a client that you are on their side.
Be Prepared to Save the Sale
Objections to insurance quotes or the policy itself may pop up while you’re on the phone with a potential client. You should be prepared to save the sale in case these objections arise. If price is the main objection they have, provide ways they can save money, such as checking to see if they qualify for discounts. If they sound uncertain, make sure to answer all of their questions before hanging up. If there is anything unsure in their tone, ask if they have any more questions or if you can clarify anything for them.
There are downsides and benefits to selling car insurance over the phone. Although you cannot rely on body language, you also have more freedom. It is easier to look up information and focus on the questions and answers when you don’t have to worry about eye contact or your own body language. It also allows you to save time.
Not every call will be a single call close. Even if you ask the right questions and provide the right answers, potential clients may need to discuss their options with a family member or spouse. Even a good call can lead to the client leaving without purchasing a policy. Don’t wait too long to follow up with a potential client. Have a reliable follow-up system to connect with potential clients after the initial call.
Treat New Drivers Equally
Some insurance agents don’t like wasting their time with new drivers or completely new clients, but new drivers can turn into long-standing clients, so it is important to put as much energy into those discussions as discussions with veteran clients and experienced drivers.
Even if they are just looking for a quote, you can use this opportunity to create rapport and make yourself a reliable source for their car insurance needs.