10 Reasons Why Agents Fail at Phone Prospecting - Amazon Web ...
Th Top The T 10 Reasons R A Agents t Fail at Phone Prospecting p g N Norvax U University i it O Online li Training T i i 04/28
Welcome Norvax U Online Members
Julie Morrissey NU Marketing Manager @NorvaxU
Judy Hoberman Insurance Sales Trainer
Gail B. Goodman President ConsulTel
2
1. They hate it. Gail Goodman
What is call reluctance?
2. They’re not organized or prepared. Gail Goodman
A. mentally B. physically C verbally C.
3. They use selling skills not phone skills. Gail Goodman
Phoning Language is not the same as Selling Language!
4. They don’t schedule their time OR keep statistics. Gail Goodman
Current National Averages 2011 Numbers Contact Rate = 27% Presentation Rate = 77% Appointment Rate = 55% Appts/Hour = 2.7
5. They use out out-dated dated skills. Gail Goodman
2011 isn’t 1997 Changes we have to deal with:
Cell phones Do not call law Caller Id Voice Mail Texting Email
6. They wing wing-it. it. Gail Goodman
Structure of a Script Gail Goodman
A. Greeting Greeting H ll Hi, Hello, Hi Good G d morning/afternoon/evening… i / ft / i
B. Introduce yourself This is, I am, It’s Don’t say “my name is…”
Structure of a Script Gail Goodman
C. Your company With ABC Health Services, Services from ABC Health Services, calling from the Bedford Hills office of ABC Health Services Sometimes your company name goes later in the script
Structure of a Script Gail Goodman
D The connector: Relationship and D. Motivation for the call –D1. D1 Memory M Jog: J people l you’ve ’ mett Friends & family, former co-workers, former clients, neighbors networking groups, neighbors, groups volunteer groups, groups charities, charities alumni groups, civic organizations, personal observation, seminars, trade shows / fairs/ expos, canvassing, social events hobbies events, The first four components are A-B-D-C
Structure of a Script Gail Goodman
D2 – Referrals The first four components are A-B-D-C
Orphans Web Leads The first four components are A-B-C-D
Structure of a Script Gail Goodman
D 3: Hard leads • Mailings ii to strangers • Internet Leads / Purchased Leads • Cold calls The first four components are A-B-C-D
Structure of a Script Gail Goodman
E The offering E. “I’d like to get together and show you the totall scope off the h workk that h I do.” d ” “I’d like to find a time when we can sit down p for f choosingg the and discuss yyour options right insurance package for your family.
Structure of a Script Gail Goodman
F Benefit F. The positive emotional experience the client might achieve (if they MEET with you, NOT BUY)
“That way, you can use me and all the p y anyy wayy that resources off myy company make you feel the most comfortable.”
Structure of a Script Gail Goodman
G Ask for the Appointment G. Ask for the Appointment Alternative Choice Close Large concepts of time (day or evening) Large concepts of time (day or evening) NOT specifics
“What is the least hectic time for you, mornings or afternoons?”
Putting it all together Gail Goodman
Hi, this is ___________ [A &B] with the ABC Hi Health Services [C] and I’m following up on a request you had over the internet for health insurance [D] and since I share this information on a face-to-face basis onlyy the ppurpose p of my y call today is to simply find a mutually convenient time for us to get together and talk about your options. [E] In general, would a morning or afternoon be better? [G]
7 . They don’t understand responses. Gail Goodman
The 4 categories of responses 1. Yes You get the appointment right away!
The four categories Gail Goodman
2 II’m 2. m not interested interested. May I ask why not?
2a. I’m all set. What exactly do you mean?
Remember the Rule off TWO!!
The four categories Gail Goodman
3 They ask a question. 3. question Answer (briefly) & Close Remember the Rule of TWO!!
The four categories Gail Goodman
4 Problems 4. Sentence #1 S #1: Empathize i I can appreciate you feel that way I hear what you are saying I understand understand.
The four categories Gail Goodman
Sentence #2: Put them in a group “Other Other people told me the exact same thing. thing.” “Other people are in the same situation.”
Sentence #3: Tell a story about the people in sentence #2
“But they found, after meeting with me ___________________________” Add a benefit that relates to the problem
Gail Goodman
The four categories Gail Goodman
I’d like to see if I can do the same for you. Sound fair enough? With that in mind, mind (ask again!)
The four categories Gail Goodman
Handling “II just want a quote.” quote. I can understand that and there are a lot of folks who are busy and use the internet to save time, but they found after meeting with me that ffor this type yp off insurance, we onlyy give g you y a custom quote for a custom built program. It’s impossible to do that without meeting you and talking lk to you about b your situation.
8. They over-qualify. over qualify. Gail Goodman
Are you fact finding? Are you pre-selling? Why h ddo you need d to qualify? lif ?
9. They do the hard leads. Gail Goodman
What are the “easy” easy leads? People l who h pick i k up the h phone, h listen to you and say “yes” to the appointment.
Are you doing the hard leads? Gail Goodman
The D-1 D 1’s!! s!!
10. Gail Goodman
Th jjustt d They don’t ’t d do it it.
Gail Goodman
Thankk you Th for your attention! i !
Next Week Julie Morrissey
Selling to the Senior Market with Jay McLaughlin Learn the keys to success to the Senior Market! - How to get started - The education process - The approach pp talk - How to become a trusted senior advisor Thursday May 5, 2011 12:00 PM - 1:00 PM CDT
**This is the rescheduled webinar from April 14 **Thi i th h d l d bi f A il 14th **
Welcome Norvax U Online Members
Julie Morrissey NU Marketing Manager @NorvaxU
Judy Hoberman Insurance Sales Trainer
Gail B. Goodman President ConsulTel
2
1. They hate it. Gail Goodman
What is call reluctance?
2. They’re not organized or prepared. Gail Goodman
A. mentally B. physically C verbally C.
3. They use selling skills not phone skills. Gail Goodman
Phoning Language is not the same as Selling Language!
4. They don’t schedule their time OR keep statistics. Gail Goodman
Current National Averages 2011 Numbers Contact Rate = 27% Presentation Rate = 77% Appointment Rate = 55% Appts/Hour = 2.7
5. They use out out-dated dated skills. Gail Goodman
2011 isn’t 1997 Changes we have to deal with:
Cell phones Do not call law Caller Id Voice Mail Texting Email
6. They wing wing-it. it. Gail Goodman
Structure of a Script Gail Goodman
A. Greeting Greeting H ll Hi, Hello, Hi Good G d morning/afternoon/evening… i / ft / i
B. Introduce yourself This is, I am, It’s Don’t say “my name is…”
Structure of a Script Gail Goodman
C. Your company With ABC Health Services, Services from ABC Health Services, calling from the Bedford Hills office of ABC Health Services Sometimes your company name goes later in the script
Structure of a Script Gail Goodman
D The connector: Relationship and D. Motivation for the call –D1. D1 Memory M Jog: J people l you’ve ’ mett Friends & family, former co-workers, former clients, neighbors networking groups, neighbors, groups volunteer groups, groups charities, charities alumni groups, civic organizations, personal observation, seminars, trade shows / fairs/ expos, canvassing, social events hobbies events, The first four components are A-B-D-C
Structure of a Script Gail Goodman
D2 – Referrals The first four components are A-B-D-C
Orphans Web Leads The first four components are A-B-C-D
Structure of a Script Gail Goodman
D 3: Hard leads • Mailings ii to strangers • Internet Leads / Purchased Leads • Cold calls The first four components are A-B-C-D
Structure of a Script Gail Goodman
E The offering E. “I’d like to get together and show you the totall scope off the h workk that h I do.” d ” “I’d like to find a time when we can sit down p for f choosingg the and discuss yyour options right insurance package for your family.
Structure of a Script Gail Goodman
F Benefit F. The positive emotional experience the client might achieve (if they MEET with you, NOT BUY)
“That way, you can use me and all the p y anyy wayy that resources off myy company make you feel the most comfortable.”
Structure of a Script Gail Goodman
G Ask for the Appointment G. Ask for the Appointment Alternative Choice Close Large concepts of time (day or evening) Large concepts of time (day or evening) NOT specifics
“What is the least hectic time for you, mornings or afternoons?”
Putting it all together Gail Goodman
Hi, this is ___________ [A &B] with the ABC Hi Health Services [C] and I’m following up on a request you had over the internet for health insurance [D] and since I share this information on a face-to-face basis onlyy the ppurpose p of my y call today is to simply find a mutually convenient time for us to get together and talk about your options. [E] In general, would a morning or afternoon be better? [G]
7 . They don’t understand responses. Gail Goodman
The 4 categories of responses 1. Yes You get the appointment right away!
The four categories Gail Goodman
2 II’m 2. m not interested interested. May I ask why not?
2a. I’m all set. What exactly do you mean?
Remember the Rule off TWO!!
The four categories Gail Goodman
3 They ask a question. 3. question Answer (briefly) & Close Remember the Rule of TWO!!
The four categories Gail Goodman
4 Problems 4. Sentence #1 S #1: Empathize i I can appreciate you feel that way I hear what you are saying I understand understand.
The four categories Gail Goodman
Sentence #2: Put them in a group “Other Other people told me the exact same thing. thing.” “Other people are in the same situation.”
Sentence #3: Tell a story about the people in sentence #2
“But they found, after meeting with me ___________________________” Add a benefit that relates to the problem
Gail Goodman
The four categories Gail Goodman
I’d like to see if I can do the same for you. Sound fair enough? With that in mind, mind (ask again!)
The four categories Gail Goodman
Handling “II just want a quote.” quote. I can understand that and there are a lot of folks who are busy and use the internet to save time, but they found after meeting with me that ffor this type yp off insurance, we onlyy give g you y a custom quote for a custom built program. It’s impossible to do that without meeting you and talking lk to you about b your situation.
8. They over-qualify. over qualify. Gail Goodman
Are you fact finding? Are you pre-selling? Why h ddo you need d to qualify? lif ?
9. They do the hard leads. Gail Goodman
What are the “easy” easy leads? People l who h pick i k up the h phone, h listen to you and say “yes” to the appointment.
Are you doing the hard leads? Gail Goodman
The D-1 D 1’s!! s!!
10. Gail Goodman
Th jjustt d They don’t ’t d do it it.
Gail Goodman
Thankk you Th for your attention! i !
Next Week Julie Morrissey
Selling to the Senior Market with Jay McLaughlin Learn the keys to success to the Senior Market! - How to get started - The education process - The approach pp talk - How to become a trusted senior advisor Thursday May 5, 2011 12:00 PM - 1:00 PM CDT
**This is the rescheduled webinar from April 14 **Thi i th h d l d bi f A il 14th **
