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Why would customers seek you out?
• Customers look for you because of your reputation • This is the ideal of every intermediary: to be sought by so many customers that he earns well enough and does not have to prospect • If you observe the middlemen who earn a lot of money, you will find that most of their time is spent talking to clients and issuing p...
How can you search for customers?
• Searching for customers is a laborious process and should be constant • The period we are going through offers both advantages and disadvantages • Advantages: communication is greatly facilitated by the level of development of communications, the Internet is an inexhaustible source of information • Disadvantages: GDP...
How do you deal with the "Not now" objection?
• It is actually another form of expressing the objection "I don't need" • A customer who is aware that the risk exists and can occur at any time does not postpone the purchase of insurance, especially for the most serious risks (death, disability, destruction of the home) • A: Not now • Insurance is like a parachute: ...
How do you deal with the "I don't need it" objection?
• A: I don't need it • You, today, have alternatives. My role is to help you have alternatives even after a possible tragedy. (propose the meeting) • A: I don't need it • Now you are leading a good life, because you have a comfortable home, a salary and you are probably healthy. Or exactly these are the topics we will ...
How do you deal with objections that never stop...?
• A: No... No... No... • Considering you are so vehemently opposed, education tells me to give up, but experience tells me to continue. How do we proceed? • A: Leave it, you don't care about me... you care about your commission • Frankly, I, with or without a policy, am neither richer nor poorer... but your family, wit...
What are the rules of the telephone approach?
• Respects the stages of the approach scenario; each stage has its purpose and if you skip it, the chances of success decrease • Build a universal approach scenario; use BrainO's recommendations and prepare a scenario that suits you • Be prepared for objections; prepare a set of your own responses to each objection • A...
What is the specificity of the telephone approach?
• Because Romanians are not used to taking care of themselves, they are reluctant or even hostile when approached by an insurance intermediary • The telephone approach is an activity with a high nervous consumption, which generates discomfort • The fact that you anticipate being turned down, sometimes even in a cheeky ...
How do you solve the "I don't have money" objection?
• Most often it is also a form of expressing the objection "I don't need" • A client who is aware that the risk exists and can occur at any time will find resources to buy insurance, especially for the most serious risks (death, disability, destruction of property) • A: I have no money • How can I tell you... If today,...
What mistakes to avoid in the telephone approach?
• In the telephone approach, your main "weapon" is your voice; use it as effectively as you can: • Thus: • Each of these mistakes is an additional reason for refusal • If your phone approach doesn't work, the reasons are more than likely to be found in this list • To be successful, re-read and apply what BrainO teaches...
What are the objectives of the telephone approach?
• The telephone approach has a main objective and a secondary objective: • The main objective is to schedule an appointment • The secondary objective appears only if the main objective has not been reached, and consists of obtaining information for bidding
What is the exception where you can mention a product over the phone?
• You can mention a product when you call for referral and you were told that the customer is interested in a certain type of insurance • Example of presenting the purpose: • I am from Mr. Popescu, our mutual acquaintance • Did Mr. Popescu inform you that I will call you? • All right • I know you are interested in home...
How do you handle objections to the telephone approach?
• Your call may drop at an inopportune time • Developing the ability to resolve telephone objections is vital; if this link is weak, the entire sales chain breaks • "You don't make spring with a flower", and you don't make a portfolio with a phone... • The development of the ability to solve telephone objections is str...
How do you resolve the "I don't trust" objection?
• A: I don't trust insurance • I understand you. It was the same in my case. Now, after helping dozens of families, I know what it means to have enough insurance. (propose the meeting) • A: I don't trust insurance • You see... after an earthquake there will be two categories of people: some who will receive money for a...
In which situations is it good to prepare your visit to the client?
• Always, in the case of legal person clients, and sometimes, in the case of natural person clients
In which situation is it good to prepare your visit to a natural person client?
• Most of the families you will talk to fit into a standard profile: they have a home, their spouses have salaries, they have one or two children, they have a car • Which means that the insurance needs of a middle class family are quite similar • Such a family needs home insurance, life insurance, RCA, possibly casco, ...
Why is it good to prepare your visit?
• To increase the chances of selling policies • Preparing for the visit: • You will make a good impression and thus gain the client's trust more easily • You will know what to say to the client in order to arouse his interest • You will more easily detect the "hooks" that the client will offer you • You will anticipate...
What will the long script contain?
• Prioritizing insurance needs • Awareness of insurance needs • The long scenario will contain the multi-risk analysis of the business, namely: • Obtaining information for bidding
Why is it good to know the field of activity in advance?
• Because you can anticipate what are the major risks that can affect the business • You can think about what type of insurance you will be able to propose and what "hooks" you will use • You can consult with specialists from the technical departments of insurers, to know how to solve the problem - what are the possibl...
Why is it good to have some "hooks" in advance?
• "Hooks" are nothing more than potential business insurance needs • By anticipating these insurance needs, you will be able to create a scenario for approaching the client so that, on the one hand, you capture his interest and make a good impression, and on the other hand, you are efficient and do not get lost in ster...
What will the short script contain?
• Finding out the insurance needs that the client is already aware of • Obtaining information for bidding
How do you prepare your visit to a natural person client?
• If the person has been recommended to you, find out as much information as possible about their family situation, about their properties and possible purchase plans, about their income level, about their hobbies and about how they spend their holidays • Regardless of how you obtained the contact data, try to find out...
Why is it good to know the size of the business in advance?
• Because you can anticipate whether the solution will be an SME policy or a corporate policy and therefore you will know what questionnaires to take with you and whether the risk inspection is mandatory or optional
How do you prepare your "hooks" for the short version?
• A "hook" with which to quickly capture the interest of a businessperson in a hurry must contain a certainty about the business in question, therefore an information of interest, which can lead to a need for insurance • Examples: • "I know that during this period your insurance expires [...]" • "I found out that you p...
What mistakes to avoid in the awareness stage?
• The need awareness stage is critical, especially with new customers • Being, often, the first discussion with the client, he is curious, if not suspicious, regarding the intermediary • The client tries to read you and realize, first of all, if you are a serious and reliable person • Mistakes made at this stage have a...
How can you introduce yourself?
• Choose from the phrases below the ones that represent you and by combining them build an impactful personal presentation: • I have been working in insurance for... years and specialize in family and business insurance • Clients appreciate me because I help them be and feel safe • They know that thanks to me and the c...
Why is it good to introduce the purpose of the discussion?
• Customers usually expect an insurance broker to start raving about their products - which are obviously the best - and their prices - which are obviously the lowest • To refuse him, for various reasons... • If you state the purpose of the discussion, you will surprise the client and at least he will become more curio...
Why is it good to present your work strategy?
• Customers are not used to being asked questions, especially uncomfortable or thought-provoking questions • They are used to being presented with products: "We have...", "It's the best...", "It's the cheapest..." etc. • But making a client aware of the risks is done by asking questions that may create temporary discom...
What are the advantages of using the "three-legged table" method?
• Using this technique helps the client to be aware of most, or sometimes even all, of the risks they are exposed to, and not just the ones they suspect, such as crashing your car or being flooded by your neighbor • The client understands the risks to which he and his family are exposed, and subsequently chooses the on...
Why is it good to do a personal introduction?
• Self-presentation is not about saying your name, but about stating, with certainty and self-confidence, who you are as a professional • Asserting, from the beginning of the conversation, your status will place you on the same level of power as the interlocutor, even if you are talking to a rich, influential and full ...
How can you present your work strategy?
• In order to be able to recommend the right solutions, I need to understand your family's situation as well as possible • That's why I'm going to ask you some special questions that I ask all my clients • You can draw a parallel with a medical consultation; and the doctor, before prescribing your treatment, asks you a...
What are "hooks"?
• "Hooks" are keywords from which you can deduce what the customer is concerned about • "Hooks", uttered unconsciously, often express whatever is really important to the client • If you tie these "hooks" to the idea of ​​risk, the client will be much more willing to protect himself with insurance • Your mastery will be...
Why is it necessary to ask awareness questions?
• An insurance, of any kind, produces its effects only when a risk has occurred • For the client to imagine the consequences of producing that risk, and especially to imagine how he will feel then, awareness questions are needed • The role of awareness questions is to make the client feel what he will feel in reality w...
What stages does the customer go through in the awareness process?
• First stage - "I ignore the risk because I am sure that nothing can happen to me" • The second stage - "The risk exists, but I don't think I will suffer something myself" • The third stage - "The risk exists, but if it occurs, then I find a solution on the spot" • Fourth stage - "I am concerned about this risk and ne...
Why is awareness of protection needs needed?
• Awareness of protection needs is needed because Romanians are not used to taking care of themselves • If his home is destroyed, the Romanian expects the "state" to offer him another... • In order to have a decent pension, the Romanian expects the "state" to offer it, without asking other questions, for example where ...
What are the stages of the "three-legged table" method?
• Each of the stages has an important role • Whichever step you skip, it will be harder for you to reach your goal
How can you present the purpose of the discussion?
• The purpose of our discussion is to help you understand the risks you and your family (and possibly your business) are exposed to, so that you can make the best decision for your family's safety • The optimal decision means that whatever risk occurs, your family is protected • Will the life of the family after the oc...
What rules are important in the awareness stage?
• Listen carefully to what the client says or answers; that's the only way you'll understand it • Look for "hooks" and fructify them; they will help guide the discussion to completion • Look at the interlocutor; you will also notice what he thinks but avoids saying • Speaks in the client's understanding; you are not th...
What does "benefit" mean in insurance?
• When you buy a product or service that you want, the benefit is joy...pleasure...well-being...delight...delight...comfort...luxury... the pride... • But when you buy insurance, what is the benefit? • You keep the insurance policy in a drawer or in a folder on your laptop... • You don't enjoy it, you don't admire it, ...
What are the advantages of submitting insurance solutions online?
• The main advantage of online communication is the saving of time; sending a message takes a maximum of 1-2 minutes • The second advantage is the possibility of rereading the message • Last but not least, reducing the number of omissions and errors, by using communication templates
How do you list death insurance?
• No one can replace either the spouse or the parent • Unfortunately, the disappearance from family life brings with it another trouble - the disappearance of income • No one cares what happens to their loved ones • Every adult who loves his family makes sure that they are well, even in good times, but also in case of....
How do you communicate insurance solutions to the client?
• We are in the 21st century, in the midst of the era of digitization • You can take advantage of digitization to deliver insurance solutions online • Or you can choose the usual method of presenting solutions to clients in a face-to-face discussion • Each method has both advantages and disadvantages
How do you present the unit linked policy?
• If you are willing to take a risk, you can invest some of your savings in the unit linked policy • The insurer will invest your money in the funds you choose - riskier or less risky - and at the maturity of the policy you will receive the amount resulting from the investments • You can reduce the investment risk thro...
How do you present additional life insurance clauses?
• Additional clauses can compensate for the drop in family income if you die prematurely • Additional clauses give you money for treatment and protect your savings • Next you use the "domino principle" to explain the benefits of the exemption clause from paying premiums in case of disability • From what source will you...
What rules are important when presenting solutions?
• Insists on covering major risks (death, disability, serious illness, home destruction, business destruction, damage to third parties), as the case may be • If the client is concerned about certain risks, major or minor, mention them; it is what "hurts" him and pushes him to insure himself • Speak clearly, briefly and...
How do you introduce mixed life insurance starting to save?
• At the maturity of the policy you will receive the guaranteed amount, plus an additional gain, money that you will use with your children and grandchildren • If you disappear prematurely from family life, your loved ones will immediately receive the same amount • It is important to remember that whatever happens to y...
How do you present your home insurance?
• This policy allows you to buy a new home, with comparable parameters and the same level of comfort, if the current one is destroyed • It also gives you money to repair or replace damaged or stolen goods • Moreover, any damage caused to your neighbors – for example, if you flood them – will be paid by the insurer, ins...
What are the stages of the oral presentation of insurance solutions?
• In order to understand why he needs a certain insurance, the customer must first remind himself that... he has a certain need • Therefore, before presenting the solution you propose to him, it is good to recapitulate the insurance needs of the client and his family
How do you present the savings plan for the child?
• The child will receive the amount of... lei at maturity, no matter what happens to you: • May you be with him, and celebrate together • Whether a misfortune took you away from your family • In this tragic situation, your wife will receive, immediately, once again, the same amount that the child will receive at maturi...
How do you introduce joint life insurance starting with protection?
• Throughout the duration of the policy, starting from the first day, your life is insured; if you die prematurely, your loved ones will immediately receive, in advance, your salaries for... years • If you will be with your loved ones when the policy matures, receive the sum assured and enjoy with them • It is importan...
How do you present business insurance?
• The SME policy ensures the reduction of losses in the event of a risk, by compensating for damage to the building or its contents: stocks, machinery, etc. • The business interruption clause provides you with the financial support for restarting the business, by covering fixed costs, including additional ones, as well...
What are the advantages of verbal presentation of insurance solutions?
• Visual contact, so the possibility of influencing the client through non-verbal language (mimicry and gestures) and para-verbal language (voice) • Ability to respond on the spot to the client's questions and objections • The possibility to "read" the client
How do you deal with the "Not now" objection?
• This objection actually sounds something like this: "I'm sure there won't be an earthquake tomorrow, I'm sure there won't be a fire, I'm sure I won't make any mistakes, etc." • Earthquake, fire, mistake will be possible only the day after tomorrow... ... ... • Absurd, isn't it? • The risk is unpredictable; it can hap...
How do you deal with the "I don't need it" objection?
• Is it a real objection? • Obviously not • Do you need a house to live in? • Do you need income? • Do you need a car to get around? • Do you need a source from which to cover unexpected payment obligations? • Is risk a certainty in the life of each of us? • Could producing a risk result in the destruction of the home,...
How do you solve the "I don't have money" objection?
• Is it a real objection? • Yes (1%) and no (99%) • There may be temporary, transient situations in which the family has few financial resources: for example in the days preceding the salary or in case of illness of a family member • Most of the time, however, it is a false objection, which actually masks distrust
How do you find out the real objection by "ask and find out"?
• Ask • You ask the client to say what is on his mind • Here are some examples of clarification questions: • Is it just me or is something bothering you? • I sense that you have a grievance; this is true? • I'd like to move on, but I can tell you have something on your mind...what is it about? • Your look tells me that...
The client turned you down and nothing really happened to him; so was he right to refuse you?
• It is a very common situation • The client refuses, months pass, nothing happens to him, and he concludes that he is invulnerable and therefore does not need insurance • Is this conclusion logical? • Not • The only logical conclusion is that he was lucky in the past • Are you right that he doesn't need insurance? • N...
What is an objection?
• An objection is a way of expressing dissatisfaction or concern • Some customers, when they have a doubt, ask • Others, when they have a concern, prefer to object, so as not to appear ignorant... • If there were no objections, agents would probably sell many more policies…. • ... but the commissions would be much lowe...
If the insurer leaves the country?
• If an insurer leaves the country - as has happened in a few cases - it sells its portfolio to another insurer • The new owner of the company keeps the terms of the insurance contracts in force
How do you recognize an objection?
• An objection can be transmitted directly, i.e. verbally, or indirectly, i.e. through tone or non-verbal language, i.e. through facial expressions or gestures • To ensure that you resolve the real objection, you need to get the customer to say what's wrong with them, not just imply that they have a grievance
How do you find out the real objection by the "shut up and find out" method?
• The client nods implicitly; it is clear that something is bothering him • What the? • Shut up and wait • If you're patient, it's possible that at some point the customer will say something like: • "Who the hell can you trust anymore? Can't you see I'm going bankrupt one after another?" • "Why should I pay money for i...
How do you deal with customers who resent your insistence?
• Sometimes clients react badly to the intermediary's insistence • Why? • Because Romanians are not used to taking care of themselves and perceive your good intentions as something contrary to their personal interests • In this context, how much should you insist? • As in everything, you have to find a balance: • If yo...
How do you resolve the "I don't trust" objection?
• Is it a real objection? • Surely • It is one of the most frequent objections • Can be caused by problems in the insurance market (bankruptcies, late payments, etc.), negative personal experiences or rumors • The resolution of this objection can be done by offering some arguments, which the client cannot deny
How do I know that the company will still exist in 20...30 years?
• You have no way of knowing • And no one has any way of knowing • Have you heard of Aviva, Axa, Eureko...? • These insurers were active in Romania, after which they withdrew • Today, the policies concluded with these insurers are administered by other insurers, by keeping the conditions of the insurance contract • An ...
How do customers express their dissatisfaction?
• Verbal: They make negative statements or ask mean questions • Paraverbal: phrases are spoken in an ironic or aggressive tone; or, on the contrary, the client is silent • Nonverbal: I make gestures with my hand or shake my head in disbelief, look askance or sneer implicitly, with the meaning "Let me know..."
What if the insurer goes bankrupt?
• How many insurers have you heard of going bankrupt? • If you mean Astra, Carpatica, Euroins and City, these companies had a common denominator: they practiced dumping prices in RCA • And three of them had Romanian shareholders • To reduce this risk, choose a strong insurer • Some of the strongest and most experienced...
When does the sale need to be completed?
• When the customer is about to buy, but hesitates to say so • How do you know that the customer is about to buy? • The customer is one step closer to completing the sale when they send buy signals, ie… • ... ask specific questions about the policy - what coverages it contains, how to pay, how to proceed in case of dam...