The first conversation that you have with a prospect is an important one. This is true no matter if you purchased the lead
or generated it through some other method
. Simply put, this is your time to shine. This is when you can show the consumer that you are the agent that has the most to offer.
As you communicate with a prospect for the first time, you have plenty of information to provide. At the same time, you should also sit back and listen to what the person has to say. This will give you the chance to better understand who they are and what they are looking for.
Here are six things that you want to write down as you communicate with a prospect:
1. Unique Details
It is this information that will help you provide the prospect with a detailed, accurate quote. What problem does the prospect have? How can you solve the problem for them? Can you add value in addition to solving the problem? Dig in and get as much relevant info as possible to provide the best solution. This will go a long way in ensuring that you know exactly what the person is looking for. Additionally, it will save you from contacting the prospect in the near future for more details.
2. Reservations and Objections
No matter how many benefits you can offer the person buying a policy, there are going to be some things holding him or her back. It is your job to learn more about these reservations. It is also your job to deal with these potential issues head on. You don’t want to lose out on a deal because the prospect could not get past a particular problem. Instead, take note of every road block and explain what you can do for them to help alleviate their concerns.
Addressing reservations and objections in a quick and comforting manner can help ease a prospects concerns. It lets them know that their problems are not uncommon and that you have addressed them with other clients. You will find new objections regularly but it is a good idea to have a response prepared for common concerns.
3. Buying Process Information
Is your prospect researching or are they ready to buy now? Some consumers will tell you when they want to buy. Others will not be as open with this detail. Regardless, it is important to know where the prospect is in the buying process. Take note of hints during your conversation. This will give you more insight into how much education you need to offer and when you will be able to ask for the sale. It may also give you insight into how many agents you are competing with and if you will be the first to quote.
Tip: When working shared leads try to get the point of asking for the sale before you get off the phone. You will typically have to establish solid rapport and earn the sale before asking. You won’t be able to do this on every call. Trying to force the process along can come off as pushy and leave a negative impression.
4. Research Information
There will be times when you can not answer every question on the initial call. Some situations can be complex and will require a bit of research to find the right answers. If you promise to get back to the consumer with a particular answer, make sure you do so as quickly as possible. You never want to leave a potential buyer hanging. Instead, write down what you need to find and then begin collecting the information.
5. Contact information
You probably already have this information, especially if you purchased the lead online. However, you want to fill in any blanks and ensure what you have is the best method of contact. When filling out forms online many people will use a secondary email address so you might get a better one if you ask. Be sure to ask about contact preferences including text messaging. This layer of consideration and service can go a long way.
6. Personal Information
This is all about building rapport. Your job is to solve a problem for the prospect. However, when you are competing with other agents it is often the small things that get separation. People like to feel important and they like to talk about their problems. Let them talk. When they do be sure to take as many personal notes as possible. Do they have a pet? Kids? Grand kids? A unique situation? Take note of everything and relate to them as much as possible. Next time you make contact be sure to ask about something personal they mentioned in your initial call.
Some agents make the mistake of not taking any notes during their conversation with a prospect. Instead, they hope to remember everything that was said. Obviously, you don’t want to rely on your memory because it will fail you at some point or another — Organization is a key component to maximizing sales.
Once you have a system for taking notes, it will be easy to write (or type) down each and every detail that is pertinent to the conversation you are having. If you do not already have a headset for calling prospects I strongly suggest you pick one up today. You will need both hands free to write or type as you talk.
The first conversation that you have with a consumer is often times the most important. By writing down the six key details listed above, you will find yourself in better position as you continue to work with the prospect
in the future.