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12 Easy Ways To Get Your CSRs To Sell More - And Love It!
- 1. © 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
1
- 3. Announcements:
QC Only: Interview with Richard Kerr, Market Scout
Thursday, November 7 at 11am PDT/2pm EDT
© 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
2
- 4. Announcements:
QC Only: Interview with Richard Kerr, Market Scout
Thursday, November 7 at 11am PDT/2pm EDT
State of the Industry Discussion
Thursday, November 14 at 10:30am PDT/2:30pm EDT
© 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
2
- 5. Announcements:
QC Only: Interview with Richard Kerr, Market Scout
Thursday, November 7 at 11am PDT/2pm EDT
State of the Industry Discussion
Thursday, November 14 at 10:30am PDT/2:30pm EDT
CSR Mastery Webinar - 15 Elements to the Perfect Inbound Call
Available online: Week of Nov.18th, visit www.csrmastery.com
© 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
2
- 6. Announcements:
QC Only: Interview with Richard Kerr, Market Scout
Thursday, November 7 at 11am PDT/2pm EDT
State of the Industry Discussion
Thursday, November 14 at 10:30am PDT/2:30pm EDT
CSR Mastery Webinar - 15 Elements to the Perfect Inbound Call
Available online: Week of Nov.18th, visit www.csrmastery.com
Interview with Jeff Yates
Thursday, November 21st at 11am PDT/2pm EDT
© 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
2
- 8. Announcements:
Marketing Tips & Tricks Festival
Thursday, April 10, 2014, Chicago
How To Dominate Your Market With Thought Leadership
Friday, April 11th, 2014, Chicago
© 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
3
- 9. 12
Easy Ways To Get Your CSR's
To Sell More - And
It!
Vision
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Wednesday, November 6, 13
4
- 10. Today we will discuss:
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Wednesday, November 6, 13
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- 11. Today we will discuss:
STOP
Obstacles
5 Obstacles.
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Wednesday, November 6, 13
5
- 12. Today we will discuss:
STOP
Obstacles
Transformation
5 Obstacles.
12 Points of transformation.
© 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
5
- 13. Today we will discuss:
STOP
Obstacles
Transformation
Action
5 Obstacles.
12 Points of transformation.
5 Step action plan.
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Wednesday, November 6, 13
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- 14. Remember, this is a ‘live’ webinar.
You can type your questions here.
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Wednesday, November 6, 13
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- 17. “I don't think of myself as a salesperson.”
CSRs resistance
to selling.
STOP
Obstacles
1
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Wednesday, November 6, 13
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- 18. “You didn't hire me to sell.”
CSRs resistance
to selling.
STOP
Obstacles
1
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Wednesday, November 6, 13
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- 20. Weak sales culture.
Test a culture by:
STOP
Obstacles
2
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Wednesday, November 6, 13
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- 21. Weak sales culture.
Test a culture by:
‣ What you measure.
STOP
Obstacles
2
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Wednesday, November 6, 13
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- 22. Weak sales culture.
Test a culture by:
‣ What you measure.
‣ What your team talks about.
$
STOP
Obstacles
2
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Wednesday, November 6, 13
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- 23. Weak sales culture.
Test a culture by:
‣ What you measure.
‣ What your team talks about.
‣ How often they talk about it.
$
$
$
$
$
$
$
$
$
STOP
Obstacles
2
© 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
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- 24. Weak sales culture.
Test a culture by:
‣ What you measure.
‣ What your team talks about.
‣ How often they talk about it.
‣ Attitude with which they talk about it.
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
$
STOP
Obstacles
2
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Wednesday, November 6, 13
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- 26. "I just don't have the time to..."
Scripts.
‣ Role play.
‣ Create sales systems.
‣
Create tools. (retention,
referrals, rounding, etc.)
‣ Create special reports.
‣ Measure, Monitor, Etc.
‣
Management
too busy.
STOP
Obstacles
3
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Wednesday, November 6, 13
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- 27. Management hasn’t done the math.
STOP
Obstacles
4
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Wednesday, November 6, 13
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- 28. How much of your income depends on what
your CSR's do every day?
STOP
Obstacles
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Wednesday, November 6, 13
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- 29. How much of your income depends on what
your CSR's do every day?
$10,000
Inbound Calls From Prospects
Inbound Calls From Client
Referrals
Retention
STOP
Obstacles
© 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
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- 30. How much of your income depends on what
your CSR's do every day?
$10,000
$25,000
Inbound Calls From Prospects
Inbound Calls From Client
Referrals
Retention
STOP
Obstacles
© 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
12
- 31. How much of your income depends on what
your CSR's do every day?
$10,000
$15,000
$25,000
Inbound Calls From Prospects
Inbound Calls From Client
Referrals
Retention
STOP
Obstacles
© 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
12
- 32. How much of your income depends on what
your CSR's do every day?
$15,000
$15,000
$10,000
$25,000
Inbound Calls From Prospects
Inbound Calls From Client
Referrals
Retention
STOP
Obstacles
© 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
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- 33. Inbound calls from prospects.
How much money are you leaving on the table?
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Wednesday, November 6, 13
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- 34. Inbound calls from prospects.
How much money are you leaving on the table?
Calls per week. 1
Weeks x 50
x $200.00
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Wednesday, November 6, 13
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- 35. Inbound calls from prospects.
How much money are you leaving on the table?
Calls per week. 1
Weeks x 50
x $200.00
=$10,000.00
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Wednesday, November 6, 13
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- 36. Inbound calls from client.
How much money are you leaving on the table?
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Wednesday, November 6, 13
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- 37. Inbound calls from client.
How much money are you leaving on the table?
Calls per day. 1
Weeks x 50
x $100.00
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Wednesday, November 6, 13
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- 38. Inbound calls from client.
How much money are you leaving on the table?
Calls per day. 1
Weeks x 50
x $100.00
=$25,000.00
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Wednesday, November 6, 13
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- 39. Get more referrals.
How much money are you leaving on the table?
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Wednesday, November 6, 13
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- 40. Get more referrals.
How much money are you leaving on the table?
Per week. 3
Weeks x 50
x Close 50%
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Wednesday, November 6, 13
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- 41. Get more referrals.
How much money are you leaving on the table?
Per week. 3
Weeks x 50
x Close 50%
=$15,000.00
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Wednesday, November 6, 13
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- 42. Boost retention.
How much money are you leaving on the table?
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Wednesday, November 6, 13
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- 43. Boost retention.
How much money are you leaving on the table?
Points 3
x 1/2 mil book.
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Wednesday, November 6, 13
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- 44. Boost retention.
How much money are you leaving on the table?
Points 3
x 1/2 mil book.
=$15,000.00
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Wednesday, November 6, 13
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- 45. One years work equals.
How much money are you leaving on the table?
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Wednesday, November 6, 13
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- 46. One years work equals.
How much money are you leaving on the table?
$10,000
$25,000
$15,000
+ $15,000
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Wednesday, November 6, 13
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- 47. One years work equals.
How much money are you leaving on the table?
$10,000
$25,000
$15,000
+ $15,000
=$65,000.00
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Wednesday, November 6, 13
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- 48. Nine years work equals.
How much money are you leaving on the table?
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Wednesday, November 6, 13
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- 49. Nine years work equals.
How much money are you leaving on the table?
$65,000
X 9 years
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Wednesday, November 6, 13
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- 50. Nine years work equals.
How much money are you leaving on the table?
$65,000
X 9 years
=$562,500.00
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Wednesday, November 6, 13
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- 51. Ignoring the sales potential of CSRs.
STOP
Obstacles
5
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Wednesday, November 6, 13
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- 52. Oops...I never
looked at it
that way.
STOP
Obstacles
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Wednesday, November 6, 13
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- 53. "I meet with my producers every week, go on
calls almost daily, set goals, everything you're
supposed to do.
Oops...I never
looked at it
that way.
STOP
Obstacles
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Wednesday, November 6, 13
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- 54. But my CSR's handle much more business than
my producers."
Oops...I never
looked at it
that way.
STOP
Obstacles
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Wednesday, November 6, 13
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- 56. The ‘Principle of Belief.’
Transformation
1
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- 57. © 2013 Agency Revolution, All Rights Reserved
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- 58. “I like to serve people. I like to know
they're protected.”
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Wednesday, November 6, 13
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- 59. Means:
‣ They must have all their appropriate
protection with one agency.
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Wednesday, November 6, 13
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- 60. © 2013 Agency Revolution, All Rights Reserved
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- 65. The Law of
Total Client
Protection:
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Wednesday, November 6, 13
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- 66. “Every client has every appropriate policy with
our agency.”
The Law of
Total Client
Protection:
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Wednesday, November 6, 13
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- 68. © 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
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- 69. Money is not the only motivator.
(Otherwise, they'd be producers.)
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Wednesday, November 6, 13
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- 70. Money is not the only motivator.
(Otherwise, they'd be producers.)
‣ Supporting the team.
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Wednesday, November 6, 13
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- 71. Money is not the only motivator.
(Otherwise, they'd be producers.)
‣ Supporting the team.
‣ Satisfying the boss.
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Wednesday, November 6, 13
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- 72. Money is not the only motivator.
(Otherwise, they'd be producers.)
‣ Supporting the team.
‣ Satisfying the boss.
‣ Getting recognized.
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Wednesday, November 6, 13
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- 73. © 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
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- 76. Social accountability.
‣ White boards.
‣ Announcements at
weekly staff meetings.
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Wednesday, November 6, 13
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- 78. © 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
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- 79. Less meetings, more conversations.
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Wednesday, November 6, 13
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- 80. Less meetings, more conversations.
‣ What do you want to say?
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Wednesday, November 6, 13
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- 81. Less meetings, more conversations.
‣ What do you want to say?
‣ What changes do you want in behavior?
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Wednesday, November 6, 13
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- 82. Less meetings, more conversations.
‣ What do you want to say?
‣ What changes do you want in behavior?
‣ Why will the other person want to
pay attention?
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Wednesday, November 6, 13
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- 83. Less meetings, more conversations.
‣ What do you want to say?
‣ What changes do you want in behavior?
‣ Why will the other person want to
pay attention?
‣ How often will you talk about it?
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Wednesday, November 6, 13
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- 85. © 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
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- 86. Incentives have two purposes.
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Wednesday, November 6, 13
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- 87. Incentives have two purposes.
‣ “Money motivation.”
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Wednesday, November 6, 13
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- 88. Incentives have two purposes.
‣ “Money motivation.”
‣ A reason to talk about it.
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Wednesday, November 6, 13
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- 89. © 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
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- 90. Talk to them:
‣ Money, time off..
?
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Wednesday, November 6, 13
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- 91. Talk to them:
‣ Money, time off..
‣ What do you want for a reward?
?
$
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Wednesday, November 6, 13
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- 92. © 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
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- 96. Consider:
‣ Individual.
‣ Team.
‣ Immediate.
Short term "game" with prizes.
“Pot ‘O’ gold.”
Cash$.
Wheel of fortune.
Jar of money.
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Wednesday, November 6, 13
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- 98. What Gets Measured, Gets Done.
Transformation
5
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Wednesday, November 6, 13
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- 99. What Gets Measured, Gets Done.
‣ Critical ratios.
Transformation
5
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Wednesday, November 6, 13
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- 100. What Gets Measured, Gets Done.
‣ Critical ratios.
Set goals.
Measure what matters.
1. Closing ratio.
2. Cross sales: policies per customer.
3. Retention.
4. Referrals.
Transformation
5
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Wednesday, November 6, 13
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- 101. Heroes:
If it's important;
‣ Tell the story, find a way to make a hero
out of the “unsung champion.”
Transformation
6
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Wednesday, November 6, 13
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- 103. Role play:
Why do sports teams practice before and in
between games?
Transformation
7
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Wednesday, November 6, 13
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- 104. Role play:
Why do sports teams practice before and in
between games?
‣ Favorite role play:
Transformation
7
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Wednesday, November 6, 13
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- 105. Role play:
Why do sports teams practice before and in
between games?
‣ Favorite role play:
‣ If it's on the phone, do it on the phone.
Transformation
7
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Wednesday, November 6, 13
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- 106. Bringing the “Real World” in:
Make Work Meaningful.
Transformation
8
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Wednesday, November 6, 13
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- 107. Bringing the “Real World” in:
Make Work Meaningful.
‣ Ask a client who has had a claim, to visit
your team and tell their story.
Transformation
8
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Wednesday, November 6, 13
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- 108. Right people on the bus.
‣ Do you?
Transformation
9
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Wednesday, November 6, 13
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- 110. Break down the metrics.
10
Transformation
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Wednesday, November 6, 13
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- 111. Break down the metrics.
‣ If you have more than one CSR, you have
more than one set of metrics. “Period.”
31%
71%
57%
43%
62%
10
Transformation
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Wednesday, November 6, 13
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- 112. Break down the metrics.
‣ If you have more than one CSR, you have
more than one set of metrics. “Period.”
‣ Coaches don't want "average points
per team."
31%
71%
57%
43%
62%
10
Transformation
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Wednesday, November 6, 13
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- 113. The mandatory script line.
‣ Break out of the price trap.
Bumps closing ratio 10 points.
11
Transformation
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Wednesday, November 6, 13
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- 115. “May I ask you a question?”
“What's most important to you, price,
protection, or service?”
11
Transformation
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Wednesday, November 6, 13
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- 116. Enroll, or re-enroll, your CSRs in the;
CSR Mastery Program:
1 year of coaching, training, tools & technique:
‣ close more inbound calls
‣ cross sell more customers
‣ get more referrals
‣ boost retention
12
Transformation
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Wednesday, November 6, 13
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- 118. Review slides of this show.
1.
Look for e-mail.
Action
1
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Wednesday, November 6, 13
46
- 119. Review slides of this show.
1.
Look for e-mail.
Action
1
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Wednesday, November 6, 13
46
- 120. Get a one-page training kit on;
"How To Boost Closing Ratio 10% By
Friday, With One Magic Question."
1.
Look for e-mail.
Action
2
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Wednesday, November 6, 13
47
- 121. Get a one-page training kit on;
"The Simple “Plus One Pivot” That Grows
Your Agency Automatically."
1.
Look for e-mail.
Action
3
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Wednesday, November 6, 13
48
- 122. Enroll, or re-enroll, your CSRs in the;
CSR Mastery Program:
1 year of coaching, training, tools & technique:
‣ close more inbound calls
‣ cross sell more customers
‣ get more referrals
‣ boost retention
Action
4
© 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
49
- 123. Take Action:
Review slides:
‣ Watch email for one page training kits
‣ Learn more about CSR Mastery:
‣ (800)606-0477
‣ Visit:
‣
Action
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Wednesday, November 6, 13
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- 124. © 2013 Agency Revolution, All Rights Reserved
Wednesday, November 6, 13
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