Don’t Be Late
Attempting to call a lead more than five minutes after you receive it, is outright sin. Read the studies if you don’t believe me. You have to keep in mind when you get the lead, in almost every case, the prospect just completed the questionnaire. They want prices and they are ready to buy. If a lead comes into your inbox right when you’re leaving for lunch, either call them right then or throw it away. If you wait until you get back from lunch and fill your coffee mug, you’re toast. This is not my opinion, it has been verified by several national surveys. Velocify published a study that shows that contacting a prospect by phone within one minute of receiving the lead results in a 391% better chance of converting that lead. The first agent to speak with the prospect has a huge advantage over the stragglers. No doubt about it.
Never Make Them Wait
If you manage to make contact early, be prepared to offer a quote right away. Think about it; you are ready for a meatball sub and you’ve been craving one all day. You finally get over to your favorite Italian Deli and place an order for the biggest meatball sub on the menu, and then the guy at the counter tells you to come back tomorrow and they’ll have it ready. Are you kidding me!
It’s understandable that it’s difficult to complete a quote while you have the prospect on the phone. Most carriers that allow electronic submissions are going to take a while to get that quote turned around. Use the time on the phone to ask all the right questions while you’re simultaneously building a rapport. Then tell your prospect to sit tight because you’ll be back to them very soon. Do not tell them it may take 48 hours to turn around a quote unless it is a case that needs a ton of underwriting. Take the path of least resistance whenever possible.
It’s Better to be Quick than Accurate
I have spoken with many agents that prefer getting a quote back quick is better than getting it back accurate. What this means is you are first in the door and more likely to get the prospect to respond. When you deliver the quote, simply explain that you’ll need a little more information to firm it up. If you are at the mercy of an underwriter having to physically review the quote submission you may want to consider not purchasing leads in the first place. Internet leads want quotes done in the here and now, not when the underwriter gets back from lunch or worse yet, from maternity leave.
Finally, mix your emails in with your phone attempts, but never believe that email works better than the telephone because it doesn’t. Sooner or later you’re going to have to talk with that prospect, so try everything you can to make it sooner. You’ll be glad you did.