12 easy ways to get your csrs to sell more - and love it!

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1Wednesday, November 6, 13


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Vision

Easy Ways To Get Your CSR'sTo Sell More - And It!12



Today we will discuss:




5Obstacles

STOP

Obstacles.




5Obstacles

STOP

Obstacles.

12Points of transformation.Transformation




5Obstacles

STOP

Obstacles.

12Points of transformation.Transformation

5 Step action plan.Action



Remember, this is a ‘live’ webinar.

You can type your questions here.



Obstacles

STOP

Obstacles



CSRs resistance to selling.

1Obstacles

STOP



“I don't think of myself as a salesperson.”


1Obstacles

STOP



“You didn't hire me to sell.”


1Obstacles

STOP



Weak sales culture.

2Obstacles

STOP



Test a culture by:

Weak sales culture.

2Obstacles

STOP



Test a culture by:‣ What you measure.

Weak sales culture.

2Obstacles

STOP



Test a culture by:‣ What you measure.‣ What your team talks about.

Weak sales culture.

$

2Obstacles

STOP



Test a culture by:‣ What you measure.‣ What your team talks about.‣ How often they talk about it.

Weak sales culture.

$$

$

$$

$$

$

$

2Obstacles

STOP



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.

Weak sales culture.

$$

$

$$

$$

$

$

$$

$$

$$

$

$

2Obstacles

STOP



Management too busy.

3Obstacles

STOP



"I just don't have the time to..."

Management too busy.

‣ Scripts.‣ Role play.‣ Create sales systems.

‣ Create tools. (retention, referrals, rounding, etc.)

‣ Create special reports.‣ Measure, Monitor, Etc.

3Obstacles

STOP



Management hasn’t done the math.

Obstacles

STOP 411Wednesday, November 6, 13


How much of your income depends on what your CSR's do every day?

Obstacles

STOP




$10,000

Inbound Calls From ProspectsInbound Calls From ClientReferralsRetention

Obstacles

STOP




$25,000

$10,000


Obstacles

STOP




$15,000 $25,000

$10,000


Obstacles

STOP




$15,000

$15,000 $25,000

$10,000


Obstacles

STOP



Inbound calls from prospects.How much money are you leaving on the table?




Calls per week. 1Weeks x 50

x $200.00




Calls per week. 1Weeks x 50

x $200.00

=$10,000.00



Inbound calls from client.How much money are you leaving on the table?




Calls per day. 1Weeks x 50

x $100.00




Calls per day. 1Weeks x 50

x $100.00

=$25,000.00



Get more referrals.How much money are you leaving on the table?




Per week. 3Weeks x 50

x Close 50%




Per week. 3Weeks x 50

x Close 50%

=$15,000.00



Boost retention.How much money are you leaving on the table?




Points 3x 1/2 mil book.




Points 3x 1/2 mil book.

=$15,000.00



One years work equals.How much money are you leaving on the table?




$10,000$25,000$15,000

+ $15,000




$10,000$25,000$15,000

+ $15,000

=$65,000.00



Nine years work equals.How much money are you leaving on the table?




$65,000X 9 years




$65,000X 9 years

=$562,500.00



Ignoring the sales potential of CSRs.

Obstacles

STOP 519Wednesday, November 6, 13


Oops...I never looked at it that way.

Obstacles

STOP




"I meet with my producers every week, go on calls almost daily, set goals, everything you're

supposed to do.

Obstacles

STOP




But my CSR's handle much more business than my producers."

Obstacles

STOP



Transformation

Transformation1221Wednesday, November 6, 13


The ‘Principle of Belief.’

Transformation 122Wednesday, November 6, 13


“I like to serve people. I like to know they're protected.”



Means:‣ They must have all their appropriate

protection with one agency.



Otherwise:



Otherwise:‣ Helter skelter.



Otherwise:‣ Helter skelter.‣ Over-paying.



Otherwise:‣ Helter skelter.‣ Over-paying.‣ Gaps.



The Law ofTotal Client Protection:



“Every client has every appropriate policy with our agency.”

The Law ofTotal Client Protection:



Social accountability.



Money is not the only motivator.(Otherwise, they'd be producers.)



Money is not the only motivator.(Otherwise, they'd be producers.)‣ Supporting the team.



Money is not the only motivator.(Otherwise, they'd be producers.)‣ Supporting the team.‣ Satisfying the boss.



Money is not the only motivator.(Otherwise, they'd be producers.)‣ Supporting the team.‣ Satisfying the boss.‣ Getting recognized.



Social accountability.



Social accountability.‣ White boards.



Social accountability.‣ White boards.‣ Announcements at

weekly staff meetings.



The Meaningful Conversation.



Less meetings, more conversations.



Less meetings, more conversations.‣ What do you want to say?



Less meetings, more conversations.‣ What do you want to say?‣ What changes do you want in behavior?



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?



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?



Incentives that work.



Incentives have two purposes.



Incentives have two purposes.‣ “Money motivation.”



Incentives have two purposes.‣ “Money motivation.”‣ A reason to talk about it.



Talk to them:‣ Money, time off..

?



Talk to them:‣ Money, time off..‣ What do you want for a reward?

? $



Consider:



Consider:‣ Individual.



Consider:‣ Individual.‣ Team.



Consider:‣ Individual.‣ Team.‣ Immediate.

Short term "game" with prizes.

“Pot ‘O’ gold.”

Cash$. Jar of money.

Wheel of fortune.



What Gets Measured, Gets Done.



What Gets Measured, Gets Done.‣ Critical ratios.



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.



Heroes:If it's important;‣ Tell the story, find a way to make a hero

out of the “unsung champion.”



Role play:Why do sports teams practice before and in between games?



Role play:Why do sports teams practice before and in between games?‣ Favorite role play:



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.



Bringing the “Real World” in:Make Work Meaningful.



Bringing the “Real World” in:Make Work Meaningful.‣ Ask a client who has had a claim, to visit

your team and tell their story.



Right people on the bus.‣ Do you?



Break down the metrics.



Break down the metrics.‣ If you have more than one CSR, you have

more than one set of metrics. “Period.”

57% 71%43% 62%

31%



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."

57% 71%43% 62%

31%



The mandatory script line.‣ Break out of the price trap.

Bumps closing ratio 10 points.



“May I ask you a question?”“What's most important to you, price,

protection, or service?”



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

12Transformation



Action



Review slides of this show.

Action 11. Look for e-mail.



Get a one-page training kit on;"How To Boost Closing Ratio 10% By Friday, With One Magic Question."




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Action

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



Take Action:

‣ Review slides:‣ Watch email for one page training kits‣ Learn more about CSR Mastery:‣ (800)606-0477‣ Visit:

Action


12 easy ways to get your csrs to sell more - and love it!

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years work equals

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