Insurance and All Things Telemarketing...

PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE.
(Originally Created By Cory Prado on 3/22/2012)
All Things Telemarketing...
Hiring and Training Telesales Professionals
Data and Lead Options
Dialers for Efficiency and Automation
DNC and List Management
When to Call and How to Say It
Tips for the Phone, Email, Appointment Setting and Scripts.

Who to Use
Existing agency staff.
High school, college students or retirees due to their flexible hours.
Temporary staffing.
Potential Venues to Post the Ad
Craigs List.
Monster and Careerbuilder.
Local newspaper for your area or a local college.
Local job boards at schools, church, community centers, etc.
Look at other effective ads combined with your needs and write your ad.

Prescreening – The Phone Interview
Evaluate their English.
Ask about their computer skills.
Relevant prior job experience.
Check prior job history to make sure they don't “bounce” around.
Describe the job requirements: base compensation, bonus compensation, grace period,
minimum production requirements, definition of a lead, hours, dress code, office equipment
used, etc.

Prescreening – The In-person Interview
Show them the dialer.
Review the scripts with them.
Ask what motivates them so you can use this later i.e. pay, flexible hours, gift cards, work from
home, etc.
Role play i.e. let them be your prospect so they understand the “entire” process.
Describe the job requirements and discuss compensation.

Compensation Options – Avoid “Dialing for Dollars”
Grace period so can learn the process and the dialer.
Require a certain number of leads or appointments per hour.
Straight pay hourly rate with no production requirements (NOT recommended).
Hourly rate plus incentives:
Add one dollar per hour for every lead above required minimum for that hour.
Add flat bonus if get appointment on top of hourly rate.
Add flat bonus if get application on top of hourly rate.
Add flat bonus if enroll successfully on top of hourly rate.

Training
Set up training with SalesDialers.com.
Shadow you or associate to learn your business i.e. Insurance 101.
Shadow someone who is making calls currently or agent on duty.
Take them through the ENTIRE process from the call to policy delivery so they can answer
questions during call that might otherwise be hurdles delaying “closing.”
Give each telemarketer their own workbook binder to include the following:
Calling tips.
Calling scripts
Sample Objection responses.
Tracking Form.

Telemarketing Data Vendors
Don't sign a contract if possible.
Industry standard for accuracy is 85% so get data at 85% or higher.
Make sure data is already scrubbed for the National DNC Registry.
Ask how often the data is refreshed for accuracy i.e. should be at least quarterly.
Make sure they have the B2B or B2C filters you need:
B2C: age range, household income, geographic area, renters/homeowners, etc.
B2B: number of employees, SIC code, sales volume, geographic area, etc.

Telemarketing Lead Vendors
Get references if possible.
Don't sign a contract (if possible) until you sample the leads.
Don't provide a down payment to use as credit for future leads i.e. pay as you go.
Ask the right questions:
How long has the company been in business?
How many customers do they have?
Are leads available in your geographic area?
Is there a minimum purchase required?
What specifically is their return/exchange/credit policy for bad/inaccurate leads?
How often can you expect to receive leads?

Telemarketing Lead Vendors
Are the leads shared or exclusive?
If leads are shared how many agents receive the same lead after how many days have passed?
What is their cancellation policy if they do require a contract?
What criteria can you request for your leads?
COMPARE “apples to apples” with other lead vendors.
Inexpensive one dollar aged Internet leads between 2 – 60 days old.
THE GOAL: purchase leads or data that are the “target” demographic for the products that you're selling.

Consider Using Auto Dialers to Improve Efficiency
96 percent of sales reps' time when making outbound calls is spent hand dialing, leaving voice mails,
navigating phone trees and talking with gatekeepers.
With a auto dialer you WON'T have to: look up a phone number, dial a number or wait for the phone to ring.
get a busy signal or disconnected number and then hang up.
get an answering machine and leave a voice mail.
hang up, try to STAY MOTIVATED and do it all over again.
Auto dialers let you dial 100 – 400 numbers per hour versus 25-35 hand dialing.
Look for features such as: email, CRM lead management, FTC safeguards, custom pre-recorded on hold and
answering machine messages and the ability to customize the dialer to your specific business.
Dialers are more personal, more flexible, more responsive and LESS expensive than other means of lead
generation.
Sales is a numbers game and it's simple math...more calls = more leads = more sales!

Do Not Call Guidelines/SAN Information
Prior to calling, lists of names needs to be scrubbed for existing customers and against the National
Do Not Call list.
Do Not Call Registry provides four (4) area codes for free:
https://telemarketing.donotcall.gov/faq/faqbusiness.aspx
Other Resources
https://donotcall.gov
http://business.ftc.gov
http://www.fcc.gov/guides

List Management Scrubbing and Formatting
Recommend you create a Lead List folder on your hard drive and save the scrubbed lists with
specific file names and dates.
If printing the list for your telemarketer, also recommend you format Page Set Up in EXCEL
with header, rows to repeat at top and selected Print Area.
List Management Formatting After You Call
Have telemarketer update their results into a tracking form.
Or have the caller update results directly in EXCEL (with formulas which automatically tabulate
results into agency results and eliminates the need for a manual tracking).
Agency owner maintains a summary of results for each telemarketer.

When to Call
Largely depends on the market and demographic you want to target.
When to call CONSUMERS:
Weekdays except Wednesdays.
Weekends on Saturday morning only.
1030AM – 1230PM AND 630 – 800PM.
When to call BUSINESSES:
Weekdays.
800am – 930am and 400pm – 530pm.

How You Say It is Just As Important as What You Say
Maintain an even monotone voice to add integrity and validity to what you're saying.
Do not speed up or slow down.
Maintain an even pitch only emphasizing important points as needed.
If they rush to get off the phone...do NOT rush back to KEEP them on the phone. Remain calm,
wait and respond.
Don't interrupt...it's amazing what someone will tell you if you ask a question and wait.
Don't sound like the the telemarketers that call you...you know the callers that you can't wait to
get off the phone with and know they're a telemarketer as soon as they say hi.
Don't waste your time trying to convince someone to talk to you... there isn't much you can do.
Spend your time talking to people that WANT to talk to you.

Tips for the Phone
Keep it short.
State name of person who referred you (if any).
Pick a good script, stick with it for a period of time then adapt and make it your own.
You have to try different scripts to see what works best.
Must capture their attention in first few seconds.
Words to use: help, free, no obligation, a few minutes, save you money, etc.
Find a way to get their email address so you can send them information.
If they rush to get off the phone...do NOT rush back to KEEP them on the phone. Remain calm,
wait and respond.

Tips for the Phone
Don't interrupt...it's amazing what someone will tell you if you ask a question and wait.
Don't waste your time trying to convince someone to talk to you... there isn't much you can do.
Spend your time talking to people that WANT to talk to you.
Purpose of the call is to build rapport, qualify the prospect, and get information.
Focus on education of client, likeability and “helping.”
State the most important information first and the specific point you want to talk about.
Say something that connects you with the person/organization.
REHEARSE AND BE YOURSELF.

Reasons Not To Leave a Message
As soon as you leave a message they will recognize your number for the future.
Unless they are looking for your services RIGHT THEN... not likely they will call you.
You can change your caller ID in some dialers enabling you to redial the same leads.
General consensus amongst agents is that your odds are greater if you can get a LIVE person
on the phone.
Your odds are greatly increased just by having a LIVE person on the phone.

Tips for Sending Emails
Keep it short.
Mention how call will benefit person and that the return call will be brief.
Suggest specific time and date you will be available.

Appointment Setting Tips
Sell the appointment NOT the policy.
DON’T BE PUSHY-If no time is convenient, give name and number or time to call back.
Make appointments starting at first of week and working towards the back so you can still
make calls Monday.
Give recipient privilege of setting day and time we can talk i.e. give contact info.
If a reminder call is wanted, call during the day when prospect is not at home.
Consider not giving your phone number unless asked so can show up and still do presentation
as it doesn’t take long.

Tips for Leaving Voice Mail Messages
Keep it short.
Don’t leave messages until after 4-5 attempts and then just leave name and number ONLY. It
leaves sense of curiosity with prospect and they might call back.

Tips for Leaving Voice Mail Messages
Mention how call will benefit person and that the return call will be brief.
Suggest specific time and date you will be available.

Script Ideas for the Phone, Voice Mail and Emails
Most people don't know understand their policy and may have things not needed.
Are you aware of all the discounts you can get...list them.
Let us do your shopping for you.
You might not be aware, but unlike other carriers we haven't had a rate increase in over X
months until a recent X% in JUNE.
I'd like to send you a tip sheet on things YOU can do to save money on your insurance:
understand HOW to read your policy, change your deductible, get rid of duplicate options, do
you have all the proper discounts, and meet with a licensed professional.
Do you think you're paying too much for your insurance?
Have you had any problems with your insurance?

Script Ideas for the Phone, Voice Mail and Emails
When was last time your insurance company called you to work for you?
Thank you with a SPECIAL OFFER.
In order to get a call returned... politely “warn” them you are going to close the file.
Make it unique... congrats on your B-day and turning XX.
Find a way to get their email address so you can send them information.
ASK questions that will provoke the response you're looking for.

Example Script : Original Unedited
Hello. This is John Public, owner of YOUR XYZ Insurance Agency down the street, where our
goal is thrilling our customers! One behalf of our team Suzie, Paul, David and myself, I am
following up on our mailer we sent you a few weeks ago titled "your biggest investment." We
wanted to let consumers like you know that XYZ has recently introduced some new discounts
on homeowners insurance, as well as their auto insurance, much like you hear about on the TV
and radio advertisements. In fact, we had no rate increases in AUTO premiums for 42 months,
until a modest 3% this June. Have you ever considered XYZ Insurance for your insurance
protection? When was the last time you received a home and auto quote?
We'd be happy to earn your trust by providing you wit a FREE, no obligation quote to make
sure your insurance meets your needs and also to check to see if you're paying a competitive
price. It will only take about 5 more minutes of your time, or if detailed, set up an appt. Could I
have a licensed professional who is right here in our office go over your coverage's and give
you a quote? At our agency, we hope you are "thrilled" with your experience! Make it a great
day from all of us at the XYZ Insurance Agency in Atlanta!

Example Script: Revised Edited
Hello. This is John Public, owner of YOUR local XYZ Insurance Agency down the street.
Recently, XYZ released new reduced rates on homeowners and auto insurance. And unlike
many other companies, we have had no rate increases in AUTO premiums for 42 months, until
a modest 3% increase this past June.
Many people simply don't understand how to read their auto and home policies so we would
like to educate you on this and provide a FREE no obligation XYZ Review to show you how you
can save money on your policies? It will only take about 5 minutes at a time that fits your
schedule and we can be reached at XXX-XXX-XXXX. Hope you have a great day and we look
forward to hearing from you.

The Goal
First, define your sales process.
Get to the next step...don't try to skip steps i.e. a callback, an appointment, etc.
Go as far as client wants to go, but you do have to ask for the appointment or sale.
If they want to take a break from the sales process, leave them feeling good about you as some
people just need time and don't make decisions on the fly.

Thank You
We appreciate your time.
One useful piece of information from this webinar?
Special offer.
Email to come with scripts, tips and other tools.
Have a productive day!

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