Insurance and All Things Telemarketing...

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After many years in sales and spending countless hours both talking with and learning from other sales professionals I've decided to create a slideshow to help (if only a little) other sales professionals generate more leads, appointments and sales in their business.

The following slideshow includes:
Hiring and Training Telesales Professionals.
Data List and Lead Considerations.
Using a Dialer for Efficiency & Automation.
DNC and List Management.
When to Call and How to Say It.
Tips for the Phone, Email, Appointment Settings and Prospect Scripts.

I've conducted webinars on this topic with several Fortune 500 companes, organizations of all sizes and the individual just trying to grow their business and it's been well-received. My hope is that you'll be able to take away at least one thing that will either benefit your business or give rise to a spin-off idea of your very own.

I always enjoy speaking with sales professionals in any industry to see what works, what doesn't work and to experiment. This slide represents the first of many slides, blogs and sales discussions and perhaps we'll have the opportunity to speak one day as well. Happy Selling!
Respectfully,
Cory Prado
© 2015 Cory Joseph Prado. All Rights Reserved.

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Insurance and All Things Telemarketing...

  1. 1. 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.
  2. 2. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  3. 3. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  4. 4. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  5. 5. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  6. 6. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  7. 7. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  8. 8. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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?
  9. 9. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  10. 10. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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!
  11. 11. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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
  12. 12. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  13. 13. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  14. 14. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  15. 15. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  16. 16. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  17. 17. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  18. 18. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) Tips for Sending Emails 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. Focus on education of client, likeability and “helping.” State the most important information first and the specific point you want to talk about. Mention how call will benefit person and that the return call will be brief. Say something that connects you with the person/organization. Suggest specific time and date you will be available.
  19. 19. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  20. 20. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) Tips for Leaving Voice Mail Messages Keep it short. State name of person who referred you (if any). 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. 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.
  21. 21. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) Tips for Leaving Voice Mail Messages Words to use: help, free, no obligation, a few minutes, save you money, etc. Focus on education of client, likeability and “helping.” State the most important information first and the specific point you want to talk about. Mention how call will benefit person and that the return call will be brief. Say something that connects you with the person/organization. Suggest specific time and date you will be available.
  22. 22. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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?
  23. 23. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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. 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. ASK questions that will provoke the response you're looking for.
  24. 24. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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!
  25. 25. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  26. 26. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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.
  27. 27. PROPRIETARY AND CONFIDENTIAL DO NOT REPRODUCE. (Originally Created By Cory Prado on 3/22/2012) 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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