An act or forbearance or the promise thereof done or given by one party in return for the act or promise of another
So then, when using the definition above, I’m referring to what you do and how you do it in order to make a sell.
Since working leads is all about telephone conversations, it’s important for every agent to develop telephone skills that will help develop instant rapport with the prospect and never sound adversarial. I spent a year working in a call center so I am aware of how telephone skills can make a difference in your paycheck. I learned early on that women typically do better selling on the phone than men, so I was very happy that the person training our section was female. Listening to struggling agents during their call activity made it very clear that how you speak to a prospect is all about being considerate.
Being considerate while discussing your product offering is all about answering questions. Even though you feel like you are teaching insurance 101, questions from your prospect are a good sign that they are interested in your offering. There are no dumb questions when they come from an interested party. To benefit you and reduce your time on the telephone, consider answering questions in a manner that will not cause another question and by all means don’t use “insurance” speak while communicating with your prospect. It’s interesting that business owners know very little about commercial insurance, but it’s also a blessing because it provides the agent with the opportunity to become their “insurance guy.”
Consider Their Time
Getting back to telephone skills for a moment, agents should also be considerate about when to call prospects and when to leave messages. First, the best time to call a prospect is immediately after you receive the lead. If that’s not possible, consider the time of day before you start dialing. Is it lunch time or dinner time? Most people won’t answer the phone during those times anyway, but if they do, they’ll probably be short with you and sound irritated.
Leaving a message after every call is also irritating to most folks. The best practice is to leave one message after the morning attempt and no more that same day. If you are attempting calls the 2nd day and afterward, the best time to call will probably be about the same time the lead originally came in.
Shut-Up and Listen
Finally, when you have managed to speak with your prospect and make a solid and competitive offering; shut-up. When a sales pitch is delivered, the next person who speaks loses. If you continue to talk about how great you are, how great the company is, and on and on, you will not give your prospect a chance to say “yes”.