Insurance Industry - Increase Sales and Retention from your Customer Service Team
The Insurance marketplace is highly competitive, with internet buying, increased insurance claims and tighter margins. Most Insurance Brokers and
Insurance Companies are searching for that winning edge, but frequently miss the full potential offered when Customers ring in to the Organisation.
A Sales Management Approach to Customer Service
Customer Service teams in the Insurance Sector are trained to give quotes, or to accept renewals or cancellations. Some Insurance Renewals or
Cancellations Teams are Save Teams, dedicated to keeping our Customers from leaving. Unfortunately, few of these are managed like Sales Teams,
or are encouraged to use core sales skills. When met with negatives from a potential Customer about price, or the benefits offered by the opposition,
many Customer Service or Renewals Teams are simply not equipped to deal with this and they often do not have anything useful to say.
Central to an effective Sales type approach is that the Managers and Team Leaders are working constantly to give their Teams the right focus, and to
arm them with what to say in specific situations and how to put this across in a positive way that the Customer will accept.
They work continuously on building positive belief, product knowledge and interactive skills.
The following are a few good Sales Management practices for Customer Service or Renewals Teams -
1.	Build positive belief in our Company and in our Products. Agents are constantly listening to negatives about our policies and prices. It is
important to market internally as well as externally. Keep the Teams surrounded by positive messages, and real, concrete evidence as to why we are
a good organisation and offer good value for money.
2.	Ensure that every member of the Team is up to speed in our BENEFITS. Sales people work on this all the time as it builds positive belief as well
as product knowledge. Have the Team list all the benefits of our Company and our key policies. Wh