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!TRANSCRIPT
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Announcements:
2Wednesday, November 6, 13
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Announcements:QC Only: Interview with Richard Kerr, Market ScoutThursday, November 7 at 11am PDT/2pm EDT
2Wednesday, November 6, 13
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Announcements:QC Only: Interview with Richard Kerr, Market ScoutThursday, November 7 at 11am PDT/2pm EDT
State of the Industry DiscussionThursday, November 14 at 10:30am PDT/2:30pm EDT
2Wednesday, November 6, 13
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Announcements:QC Only: Interview with Richard Kerr, Market ScoutThursday, November 7 at 11am PDT/2pm EDT
State of the Industry DiscussionThursday, November 14 at 10:30am PDT/2:30pm EDT
CSR Mastery Webinar - 15 Elements to the Perfect Inbound CallAvailable online: Week of Nov.18th, visit www.csrmastery.com
2Wednesday, November 6, 13
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© 2013 Agency Revolution, All Rights Reserved
Announcements:QC Only: Interview with Richard Kerr, Market ScoutThursday, November 7 at 11am PDT/2pm EDT
State of the Industry DiscussionThursday, November 14 at 10:30am PDT/2:30pm EDT
CSR Mastery Webinar - 15 Elements to the Perfect Inbound CallAvailable online: Week of Nov.18th, visit www.csrmastery.com
Interview with Jeff YatesThursday, November 21st at 11am PDT/2pm EDT
2Wednesday, November 6, 13
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Announcements:
3Wednesday, November 6, 13
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Announcements:Marketing Tips & Tricks FestivalThursday, April 10, 2014, Chicago
How To Dominate Your Market With Thought LeadershipFriday, April 11th, 2014, Chicago
3Wednesday, November 6, 13
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Vision
Easy Ways To Get Your CSR'sTo Sell More - And It!12
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Today we will discuss:
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Today we will discuss:
5Obstacles
STOP
Obstacles.
5Wednesday, November 6, 13
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Today we will discuss:
5Obstacles
STOP
Obstacles.
12Points of transformation.Transformation
5Wednesday, November 6, 13
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Today we will discuss:
5Obstacles
STOP
Obstacles.
12Points of transformation.Transformation
5 Step action plan.Action
5Wednesday, November 6, 13
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Remember, this is a ‘live’ webinar.
You can type your questions here.
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Obstacles
STOP
Obstacles
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CSRs resistance to selling.
1Obstacles
STOP
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“I don't think of myself as a salesperson.”
CSRs resistance to selling.
1Obstacles
STOP
8Wednesday, November 6, 13
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“You didn't hire me to sell.”
CSRs resistance to selling.
1Obstacles
STOP
8Wednesday, November 6, 13
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Weak sales culture.
2Obstacles
STOP
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Test a culture by:
Weak sales culture.
2Obstacles
STOP
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Test a culture by:‣ What you measure.
Weak sales culture.
2Obstacles
STOP
9Wednesday, November 6, 13
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Test a culture by:‣ What you measure.‣ What your team talks about.
Weak sales culture.
$
2Obstacles
STOP
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Test a culture by:‣ What you measure.‣ What your team talks about.‣ How often they talk about it.
Weak sales culture.
$$
$
$$
$$
$
$
2Obstacles
STOP
9Wednesday, November 6, 13
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Test a culture by:‣ What you measure.‣ What your team talks about.‣ How often they talk about it.‣ Attitude with which they talk about it.
Weak sales culture.
$$
$
$$
$$
$
$
$$
$$
$$
$
$
2Obstacles
STOP
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Management too busy.
3Obstacles
STOP
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"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
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Management hasn’t done the math.
Obstacles
STOP 411Wednesday, November 6, 13
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How much of your income depends on what your CSR's do every day?
Obstacles
STOP
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How much of your income depends on what your CSR's do every day?
$10,000
Inbound Calls From ProspectsInbound Calls From ClientReferralsRetention
Obstacles
STOP
12Wednesday, November 6, 13
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How much of your income depends on what your CSR's do every day?
$25,000
$10,000
Inbound Calls From ProspectsInbound Calls From ClientReferralsRetention
Obstacles
STOP
12Wednesday, November 6, 13
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How much of your income depends on what your CSR's do every day?
$15,000 $25,000
$10,000
Inbound Calls From ProspectsInbound Calls From ClientReferralsRetention
Obstacles
STOP
12Wednesday, November 6, 13
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How much of your income depends on what your CSR's do every day?
$15,000
$15,000 $25,000
$10,000
Inbound Calls From ProspectsInbound Calls From ClientReferralsRetention
Obstacles
STOP
12Wednesday, November 6, 13
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Inbound calls from prospects.How much money are you leaving on the table?
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Inbound calls from prospects.How much money are you leaving on the table?
Calls per week. 1Weeks x 50
x $200.00
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Inbound calls from prospects.How much money are you leaving on the table?
Calls per week. 1Weeks x 50
x $200.00
=$10,000.00
13Wednesday, November 6, 13
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Inbound calls from client.How much money are you leaving on the table?
14Wednesday, November 6, 13
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Inbound calls from client.How much money are you leaving on the table?
Calls per day. 1Weeks x 50
x $100.00
14Wednesday, November 6, 13
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Inbound calls from client.How much money are you leaving on the table?
Calls per day. 1Weeks x 50
x $100.00
=$25,000.00
14Wednesday, November 6, 13
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Get more referrals.How much money are you leaving on the table?
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Get more referrals.How much money are you leaving on the table?
Per week. 3Weeks x 50
x Close 50%
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Get more referrals.How much money are you leaving on the table?
Per week. 3Weeks x 50
x Close 50%
=$15,000.00
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Boost retention.How much money are you leaving on the table?
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Boost retention.How much money are you leaving on the table?
Points 3x 1/2 mil book.
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Boost retention.How much money are you leaving on the table?
Points 3x 1/2 mil book.
=$15,000.00
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One years work equals.How much money are you leaving on the table?
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One years work equals.How much money are you leaving on the table?
$10,000$25,000$15,000
+ $15,000
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One years work equals.How much money are you leaving on the table?
$10,000$25,000$15,000
+ $15,000
=$65,000.00
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Nine years work equals.How much money are you leaving on the table?
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Nine years work equals.How much money are you leaving on the table?
$65,000X 9 years
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Nine years work equals.How much money are you leaving on the table?
$65,000X 9 years
=$562,500.00
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Ignoring the sales potential of CSRs.
Obstacles
STOP 519Wednesday, November 6, 13
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Oops...I never looked at it that way.
Obstacles
STOP
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Oops...I never looked at it that way.
"I meet with my producers every week, go on calls almost daily, set goals, everything you're
supposed to do.
Obstacles
STOP
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Oops...I never looked at it that way.
But my CSR's handle much more business than my producers."
Obstacles
STOP
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Transformation
Transformation1221Wednesday, November 6, 13
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The ‘Principle of Belief.’
Transformation 122Wednesday, November 6, 13
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“I like to serve people. I like to know they're protected.”
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Means:‣ They must have all their appropriate
protection with one agency.
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Otherwise:
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Otherwise:‣ Helter skelter.
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Otherwise:‣ Helter skelter.‣ Over-paying.
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Otherwise:‣ Helter skelter.‣ Over-paying.‣ Gaps.
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The Law ofTotal Client Protection:
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“Every client has every appropriate policy with our agency.”
The Law ofTotal Client Protection:
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Social accountability.
Transformation 227Wednesday, November 6, 13
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Money is not the only motivator.(Otherwise, they'd be producers.)
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Money is not the only motivator.(Otherwise, they'd be producers.)‣ Supporting the team.
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Money is not the only motivator.(Otherwise, they'd be producers.)‣ Supporting the team.‣ Satisfying the boss.
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Money is not the only motivator.(Otherwise, they'd be producers.)‣ Supporting the team.‣ Satisfying the boss.‣ Getting recognized.
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Social accountability.
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Social accountability.‣ White boards.
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Social accountability.‣ White boards.‣ Announcements at
weekly staff meetings.
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The Meaningful Conversation.
Transformation 330Wednesday, November 6, 13
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Less meetings, more conversations.
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Less meetings, more conversations.‣ What do you want to say?
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Less meetings, more conversations.‣ What do you want to say?‣ What changes do you want in behavior?
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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?
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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?
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Incentives that work.
Transformation 432Wednesday, November 6, 13
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Incentives have two purposes.
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Incentives have two purposes.‣ “Money motivation.”
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Incentives have two purposes.‣ “Money motivation.”‣ A reason to talk about it.
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Talk to them:‣ Money, time off..
?
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Talk to them:‣ Money, time off..‣ What do you want for a reward?
? $
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Consider:
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Consider:‣ Individual.
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Consider:‣ Individual.‣ Team.
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Consider:‣ Individual.‣ Team.‣ Immediate.
Short term "game" with prizes.
“Pot ‘O’ gold.”
Cash$. Jar of money.
Wheel of fortune.
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Transformation 536Wednesday, November 6, 13
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What Gets Measured, Gets Done.
Transformation 536Wednesday, November 6, 13
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What Gets Measured, Gets Done.‣ Critical ratios.
Transformation 536Wednesday, November 6, 13
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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 536Wednesday, November 6, 13
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Heroes:If it's important;‣ Tell the story, find a way to make a hero
out of the “unsung champion.”
Transformation 637Wednesday, November 6, 13
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Transformation 738Wednesday, November 6, 13
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Role play:Why do sports teams practice before and in between games?
Transformation 738Wednesday, November 6, 13
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Role play:Why do sports teams practice before and in between games?‣ Favorite role play:
Transformation 738Wednesday, November 6, 13
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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 738Wednesday, November 6, 13
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Bringing the “Real World” in:Make Work Meaningful.
Transformation 839Wednesday, November 6, 13
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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 839Wednesday, November 6, 13
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Right people on the bus.‣ Do you?
Transformation 940Wednesday, November 6, 13
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Transformation1041Wednesday, November 6, 13
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Break down the metrics.
Transformation1041Wednesday, November 6, 13
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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%
Transformation1041Wednesday, November 6, 13
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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%
Transformation1041Wednesday, November 6, 13
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The mandatory script line.‣ Break out of the price trap.
Bumps closing ratio 10 points.
Transformation1142Wednesday, November 6, 13
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Transformation1143Wednesday, November 6, 13
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“May I ask you a question?”“What's most important to you, price,
protection, or service?”
Transformation1143Wednesday, November 6, 13
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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
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Action
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Review slides of this show.
Action 11. Look for e-mail.
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Review slides of this show.
Action 11. Look for e-mail.
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Get a one-page training kit on;"How To Boost Closing Ratio 10% By Friday, With One Magic Question."
Action 21. Look for e-mail.
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Get a one-page training kit on;"The Simple “Plus One Pivot” That Grows Your Agency Automatically."
Action 31. Look for e-mail.
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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
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Take Action:
‣ Review slides:‣ Watch email for one page training kits‣ Learn more about CSR Mastery:‣ (800)606-0477‣ Visit:
Action
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51Wednesday, November 6, 13