How to Transition Service Calls into Sales by Looking at the Bigger Picture

April 4, 2022

Every call that comes into your insurance agency is an opportunity – an opportunity to turn that caller into a customer for life. Already a customer? What’s their cross-sales potential? By continuing to build your customer base while offering exceptional service, you position your company to be a leader in the insurance industry.

But converting leads and calls into sales is easier said than done, right? Not necessarily. The only thing that’s needed is a bit of training and a solid guide born out of years of experience. That's where Role Play at the Olson Agency comes in. Here, we'll discuss how to transition everyday calls into sales by doing what we call "painting the picture."

What exactly does painting the picture mean?

When you paint the picture, you use facts and other knowledge obtained from the ongoing customer call to better understand the situation as a whole. It's impossible to get to the desired sales outcome if you don't know where you're starting from or have not taken the time to consider the experience as a whole from the customer's mindset.

When you put the need to paint the picture at the forefront of your mind, you turn the call from a straight transactional one to more of a friendly conversation that helps the caller feel heard and, thus, valued.

That kind of customer relationship is what keeps a client for life, and coming back for more!

How to paint the picture in 2 steps

So, how does one paint a picture with every single caller they speak with? It’s actually quite simple in theory, as there are only two steps to follow, but like most things, they require practice. Role Play at the Olson Agency can help agents work through this two-step guide so that it becomes second nature. Request a demo today, and then get into our two-step guide!

Step 1: Know who you’re speaking with

That doesn’t just mean asking the customer’s name; it means taking the time needed to gain a complete understanding of the caller. If you don’t have information on file that you can pull up during the call, be sure to get answers to questions like:

  • How long has the caller been a customer? If they’re not, what made them interested in your agency?
  • What coverages or policies does the caller currently have?
  • How old are they?
  • Where do they reside?

Knowing the answers to all these questions – which can be gathered in the first 30 seconds to a minute of the initial conversation – creates a personal experience for the caller and helps you, the agent, stay engaged.

Once you've gotten a better understanding of who it is you're speaking with, and what their needs are, you can move on to step two.

Step 2: Know the best end result and how to get the customer there

Now that you have a better understanding of the customer’s starting point, you can better assess the most ideal ending point. Where can you help this customer go? What is the caller ultimately looking for? Are there other areas you can assist in that would increase their consumer satisfaction?

Those may seem like very general ideas with endless possibilities, but don’t be overwhelmed! Sometimes all that’s needed is a quick correction of a typo in your system. Every call has different end result opportunities. Here are a few questions to help you discover the best end result for the customer while also having opportunities to turn that call into a new sale:

  • Are there any cross-sales and, thus, discount opportunities available for the caller?
  • Are any bundling choices available?
  • New coverage options that apply to them?
  • Any glaring gaps in coverage? Or deductibles that haven’t been re-evaluated in some time?

Remember, you’ve already gathered information on who it is you’re speaking with. Use that information to inform the conversation going forward and to offer tailored solutions or new packages that you feel would be beneficial for them and their unique situation.

A few extra tips

There’s nothing worse than being a customer and feeling like you’re getting back-to-back sales pitches! Work on getting out of a transactional mindset and making it feel more like a natural conversation you’re having with a friend. By treating every conversation as unique, with different end result opportunities, you’re forcing yourself to stay present and engaged. That, in turn, helps the conversation flow and puts the caller at ease.

This kind of friendly, informed back and forth also helps reinforce that you have their best interests in mind. You’re not simply trying to sell them something for the sake of the sale. Instead, you’re genuinely invested in their wellbeing and can offer applicable products or policies that complement their life.

Don’t confuse getting to the best end result with "what else can I sell this person?" and be sure to remain professional yet friendly from start to finish. A calm demeanor helps keep others calm, and a pleasant disposition makes a caller more likely to buy!

Practice, practice, practice!

Now that you have a basic understanding of painting the picture and converting calls into sales, it’s time to practice! Team up with Role Play at the Olson Agency for professional guidance, more handy tips, and live insurance sales training that covers topics you’ll be faced with on a day-to-day basis.

As a leader in the industry and the only insurance training company with a 100% money-back guarantee, we can’t wait to help you maximize your potential and get to the best end result with each and every caller you have. Join our Facebook group for free today, and contact us about starting a training session!