Tips and Tricks on Saving the Sale!

[lifeagent007]

Hey guys id like to brainstorm some ideas on how to save a sale from a client who calls to cancel.

We have hired a girl who takes calls for our agency who attempts to "retain the sale" However most of the time when they call her they end of up canceling anyway.

Any tips or possibly a script you use on how to save the "I can't afford it" or "I just want to cancel" clients?

Thank you!

 

[Baseball7]

I never handle retention issues over the phone. Go in person, warm back up, figure out the real issue and see if you can save it.

 

[lifeagent007]

I never handle retention issues over the phone. Go in person, warm back up, figure out the real issue and see if you can save it.

Yeah thats true, it really does help in person however we just have one girl fielding the call for many agents so might be a little hard for her to go to every house. Any tips for her as a "retention specialist" to talk with our agent's clients?

 

[bboman23]

Hey guys id like to brainstorm some ideas on how to save a sale from a client who calls to cancel.

We have hired a girl who takes calls for our agency who attempts to "retain the sale" However most of the time when they call her they end of up canceling anyway.

Any tips or possibly a script you use on how to save the "I can't afford it" or "I just want to cancel" clients?

Thank you!

You expected an hourly employee to actually have sales skill and save lapses? You should be handling these. Find the reason they are canceling and address that! If it's price, lower the face amount, etc....

 

[lifeagent007]

You expected an hourly employee to actually have sales skill and save lapses? You should be handling these. Find the reason they are canceling and address that! If it's price, lower the face amount, etc....

Thank you for the tip, She is paid commissions on save so she has a real reason to save. And 20 agents are a little hard to field all the calls alone id prefer to be in the field with my guys helping them drum up new business. So any tips on helping her improve?

 

[kuhn123]

Thank you for the tip, She is paid commissions on save so she has a real reason to save. And 20 agents are a little hard to field all the calls alone id prefer to be in the field with my guys helping them drum up new business. So any tips on helping her improve?

He's not saying that "you" should take care of it. Rather that the agent who wrote the business. Your gal in the office can field the calls, but she needs to relay that info to the agent and he needs to get on it immediately. He is the one who made the connection with the client, and knows what the reason was they bought in the first place. If local, or happen to be in the area, you'll the most luck by knocking on their door immediately and having a chat about what's going on.

Many cancellation requests are just misinformation. They either read something in the policy they didn't understand or they had a friend or another agent tell them something thats just completely wrong. If you can stop by you can show them in black and white that the policy is just like you told them originally and get them back to why they took it out in the first place.

 

[PA Bill]

Everyone seems to want a low paid office girl to do the hard stuff like appointment setting and retention with predictable results. C'mon people, grow a pair and do your job! But when someone finally finds the proverbial "free lunch", let me know. I'm all ears!

 

[VolAgent]

Are we talking about NSFs or are we talking about the person actually calling to cancel? Completely different calls with completely different outcomes. Most NSFs can be saved. If they are calling to cancel, you aren't going to save most of them, especially if it isn't the agent who originally sold the policy taking the call. And even then, they will probably just call the company to cancel as soon as they get off the phone with the agent.

Anything she saves is a bonus. Instead focus on why they are cancelling and what the agent can do better during the initial sale to avoid the cancellation later.

 

[Baseball7]

One could also say if you're going 100 miles an hour would you stop to check if you're leaking a little oil?

If you're going to try and save it save it in person otherwise don't even bother over the phone....

Existing clients with draft issues that I'm confident I can fix I MIGHT try you over the phone. But I work in a highly populated urban area where 85% of my clients are within 20 minutes of wherever I am that day. I suspect most don't have this advantage.

 

[jdeasy]

Hey guys id like to brainstorm some ideas on how to save a sale from a client who calls to cancel.

We have hired a girl who takes calls for our agency who attempts to "retain the sale" However most of the time when they call her they end of up canceling anyway.

Any tips or possibly a script you use on how to save the "I can't afford it" or "I just want to cancel" clients?

Thank you!

There's no tricks. I contact every cancel, NSF, etc. and ask what's going on.