12 Easy Ways To Get Your CSRs To Sell More - And Love It!

  • 62 views
Uploaded on

12 Easy Ways To Get Your CSRs To Sell More - And Love It!

12 Easy Ways To Get Your CSRs To Sell More - And Love It!

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
    Be the first to like this
No Downloads

Views

Total Views
62
On Slideshare
0
From Embeds
0
Number of Embeds
0

Actions

Shares
Downloads
3
Comments
0
Likes
0

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide

Transcript

  • 1. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 1
  • 2. Announcements: © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 2
  • 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
  • 7. Announcements: © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 3
  • 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 4
  • 10. Today we will discuss: © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 5
  • 11. Today we will discuss: STOP Obstacles 5 Obstacles. © 2013 Agency Revolution, All Rights Reserved 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. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 5
  • 14. Remember, this is a ‘live’ webinar. You can type your questions here. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 6
  • 15. Obstacles 5 STOP Obstacles © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 7
  • 16. CSRs resistance to selling. STOP Obstacles 1 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 8
  • 17. “I don't think of myself as a salesperson.” CSRs resistance to selling. STOP Obstacles 1 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 8
  • 18. “You didn't hire me to sell.” CSRs resistance to selling. STOP Obstacles 1 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 8
  • 19. Weak sales culture. STOP Obstacles 2 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 9
  • 20. Weak sales culture. Test a culture by: STOP Obstacles 2 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 9
  • 21. Weak sales culture. Test a culture by: ‣ What you measure. STOP Obstacles 2 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 9
  • 22. Weak sales culture. Test a culture by: ‣ What you measure. ‣ What your team talks about. $ STOP Obstacles 2 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 9
  • 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 9
  • 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 9
  • 25. Management too busy. STOP Obstacles 3 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 10
  • 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 10
  • 27. Management hasn’t done the math. STOP Obstacles 4 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 11
  • 28. How much of your income depends on what your CSR's do every day? STOP Obstacles © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 12
  • 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 12
  • 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 12
  • 33. Inbound calls from prospects. How much money are you leaving on the table? © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 13
  • 34. Inbound calls from prospects. How much money are you leaving on the table? Calls per week. 1 Weeks x 50 x $200.00 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 13
  • 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 13
  • 36. Inbound calls from client. How much money are you leaving on the table? © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 14
  • 37. Inbound calls from client. How much money are you leaving on the table? Calls per day. 1 Weeks x 50 x $100.00 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 14
  • 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 14
  • 39. Get more referrals. How much money are you leaving on the table? © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 15
  • 40. Get more referrals. How much money are you leaving on the table? Per week. 3 Weeks x 50 x Close 50% © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 15
  • 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 15
  • 42. Boost retention. How much money are you leaving on the table? © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 16
  • 43. Boost retention. How much money are you leaving on the table? Points 3 x 1/2 mil book. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 16
  • 44. Boost retention. How much money are you leaving on the table? Points 3 x 1/2 mil book. =$15,000.00 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 16
  • 45. One years work equals. How much money are you leaving on the table? © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 17
  • 46. One years work equals. How much money are you leaving on the table? $10,000 $25,000 $15,000 + $15,000 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 17
  • 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 17
  • 48. Nine years work equals. How much money are you leaving on the table? © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 18
  • 49. Nine years work equals. How much money are you leaving on the table? $65,000 X 9 years © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 18
  • 50. Nine years work equals. How much money are you leaving on the table? $65,000 X 9 years =$562,500.00 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 18
  • 51. Ignoring the sales potential of CSRs. STOP Obstacles 5 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 19
  • 52. Oops...I never looked at it that way. STOP Obstacles © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 20
  • 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 20
  • 54. But my CSR's handle much more business than my producers." Oops...I never looked at it that way. STOP Obstacles © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 20
  • 55. Transformation 12 Transformation © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 21
  • 56. The ‘Principle of Belief.’ Transformation 1 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 22
  • 57. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 23
  • 58. “I like to serve people. I like to know they're protected.” © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 23
  • 59. Means: ‣ They must have all their appropriate protection with one agency. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 24
  • 60. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 25
  • 61. Otherwise: © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 25
  • 62. Otherwise: ‣ Helter skelter. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 25
  • 63. Otherwise: ‣ Helter skelter. ‣ Over-paying. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 25
  • 64. Otherwise: ‣ Helter skelter. ‣ Over-paying. ‣ Gaps. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 25
  • 65. The Law of Total Client Protection: © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 26
  • 66. “Every client has every appropriate policy with our agency.” The Law of Total Client Protection: © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 26
  • 67. Social accountability. Transformation 2 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 27
  • 68. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 28
  • 69. Money is not the only motivator. (Otherwise, they'd be producers.) © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 28
  • 70. Money is not the only motivator. (Otherwise, they'd be producers.) ‣ Supporting the team. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 28
  • 71. Money is not the only motivator. (Otherwise, they'd be producers.) ‣ Supporting the team. ‣ Satisfying the boss. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 28
  • 72. Money is not the only motivator. (Otherwise, they'd be producers.) ‣ Supporting the team. ‣ Satisfying the boss. ‣ Getting recognized. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 28
  • 73. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 29
  • 74. Social accountability. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 29
  • 75. Social accountability. ‣ White boards. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 29
  • 76. Social accountability. ‣ White boards. ‣ Announcements at weekly staff meetings. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 29
  • 77. The Meaningful Conversation. Transformation 3 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 30
  • 78. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 31
  • 79. Less meetings, more conversations. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 31
  • 80. Less meetings, more conversations. ‣ What do you want to say? © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 31
  • 81. Less meetings, more conversations. ‣ What do you want to say? ‣ What changes do you want in behavior? © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 31
  • 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? © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 31
  • 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? © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 31
  • 84. Incentives that work. Transformation 4 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 32
  • 85. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 33
  • 86. Incentives have two purposes. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 33
  • 87. Incentives have two purposes. ‣ “Money motivation.” © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 33
  • 88. Incentives have two purposes. ‣ “Money motivation.” ‣ A reason to talk about it. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 33
  • 89. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 34
  • 90. Talk to them: ‣ Money, time off.. ? © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 34
  • 91. Talk to them: ‣ Money, time off.. ‣ What do you want for a reward? ? $ © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 34
  • 92. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 35
  • 93. Consider: © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 35
  • 94. Consider: ‣ Individual. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 35
  • 95. Consider: ‣ Individual. ‣ Team. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 35
  • 96. Consider: ‣ Individual. ‣ Team. ‣ Immediate. Short term "game" with prizes. “Pot ‘O’ gold.” Cash$. Wheel of fortune. Jar of money. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 35
  • 97. Transformation 5 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 36
  • 98. What Gets Measured, Gets Done. Transformation 5 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 36
  • 99. What Gets Measured, Gets Done. ‣ Critical ratios. Transformation 5 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 36
  • 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 36
  • 101. Heroes: If it's important; ‣ Tell the story, find a way to make a hero out of the “unsung champion.” Transformation 6 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 37
  • 102. Transformation 7 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 38
  • 103. Role play: Why do sports teams practice before and in between games? Transformation 7 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 38
  • 104. Role play: Why do sports teams practice before and in between games? ‣ Favorite role play: Transformation 7 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 38
  • 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 38
  • 106. Bringing the “Real World” in: Make Work Meaningful. Transformation 8 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 39
  • 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 39
  • 108. Right people on the bus. ‣ Do you? Transformation 9 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 40
  • 109. 10 Transformation © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 41
  • 110. Break down the metrics. 10 Transformation © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 41
  • 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 41
  • 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 41
  • 113. The mandatory script line. ‣ Break out of the price trap. Bumps closing ratio 10 points. 11 Transformation © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 42
  • 114. 11 Transformation © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 43
  • 115. “May I ask you a question?” “What's most important to you, price, protection, or service?” 11 Transformation © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 43
  • 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 44
  • 117. Action © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 45
  • 118. Review slides of this show. 1. Look for e-mail. Action 1 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 46
  • 119. Review slides of this show. 1. Look for e-mail. Action 1 © 2013 Agency Revolution, All Rights Reserved 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 © 2013 Agency Revolution, All Rights Reserved 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 © 2013 Agency Revolution, All Rights Reserved 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 © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 50
  • 124. © 2013 Agency Revolution, All Rights Reserved Wednesday, November 6, 13 51