Are you boosting knowledge and building confidence for your customers? Here’s how you can.
Listen, you don’t have to be a genius to understand insurance. But let’s face it; it can be confusing if you’re not in the business. Not only are there different types, but there are different levels of coverage. Add to that credit protection, premiums, and deductibles and it’s not uncommon to send a consumer’s head to spinning.
So, how do you get them to feel confident? Well, different groups respond better to different techniques. But no matter who you may be working with, education is key. Knowledgeable customers are confident customers.
Hey…I Know You
Want to turn a stranger into an acquaintance? Master the basics. Learn (and remember) their name. Get to know their likes and dislikes. Do they have kids? How much would an unforeseen expense impact them? What protection do they have? What do they need?
Obviously, insurance products are designed to protect consumers. By getting to know your customers you can ensure they’re getting exactly the protection they need. (Relationship building, anyone?)
That said, you want to make sure customers have all the options presented to them. Leave no stone unturned, because in the end you never know what might interest them. What’s more, it helps ensure you don’t miss an opportunity.
Read on for more great tips to help your customers feel informed and confident:
Here’s The Plan
- Not to sound like a high school teacher before final exams, but you should know this stuff forwards, backwards, and inside out. The more confident you are, the more confident your customers will feel.
- Anticipate the usual questions. If you think customers are going to ask you something, inform them before they even have to ask. You can read minds!
- Be ready for the tough questions. You might not be able to answer them all, but you should at least know where to find the answer.
- Use your sales tools to guide customers through plans. Telling them is one thing; showing them is another. Good partners will provide you the right tools. Take advantage of them.
Muscle Memory
- Make sure the customer reads and signs documents and receives copies.
- Ensure terms are presented clearly.
- Calculate costs and how it affects their overall payments.
- Stay positive. Never use fear tactics. Stick to descriptors like ‘peace of mind,’ ‘worry-free,’ and ‘protection.’
- Consistently monitor regulations and updates so you know how they could impact your business.
- Create a process, use a checklist, and follow it every time with each customer.
- Finally, use any and all training provided by your company and your partners.
Smarty Pants
Like we said, understanding insurance can be complex for consumers. Ensure that you’re the expert they expect you to be. After all, the better informed you are, the better informed they are. And the happier they are, the more likely they are to come back to you for repeat business.
To learn more about how Fortegra can keep you and your customers informed visit us at fortegra.com.
