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

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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!

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  • 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

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