Orlando Harmon
Insurance sales scripts are a crucial aspect of the insurance business, with seasoned professionals relying on them to make sales. These scripts are designed to address customer queries and overcome objections, ultimately building a rapport that leads to a sale. While some customers may be interested in learning more about insurance options, others may express disinterest or cite reasons such as financial constraints or being busy. Successful insurance agents are adept at navigating these objections and creating a yes momentum to seal the deal. The use of simple language and a friendly tone are also vital in building trust and making sales.
| Characteristics | Values |
|---|---|
| Purpose | To expand insurance coverage to a new area |
| Tone | Friendly, concise, and direct |
| Content | Introduction, elevator pitch, customer testimonial, offer to send a custom quote via email, and appointment setting |
| Objection Handling | Addressing common concerns such as lack of time, interest, financial constraints, and indecisiveness |
| Intentional Questions | Asking questions that are likely to receive a "yes" response to build momentum for a positive outcome |
| Customer Connection | Speaking to customers in an authentic, friendly manner to build trust and mirror their tone |
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What You'll Learn
Overcoming customer objections
Objections are a natural part of the sales process and are often an indication that the customer wants to do business with you, but they are unsure if your product or service is the right solution for them. It is important to listen to the customer and understand their buying style, who the decision-maker is, and what their pain points are.
Price objection
Price is a common objection in any industry, but insurance customers tend to be particularly price-conscious. To overcome this objection, focus on reinforcing the value proposition of your product or service. Highlight how your coverage is better than that of your competitors and provide specific scenarios that illustrate the benefits of your offering. For example, you could say: "Our coverage includes [specific benefit], which means you'll be covered in situations like [specific scenario]. We also offer additional value through our partnerships with companies like [partner example], which provides discounts on [partner offerings]."
Budget constraints
When a customer expresses that they cannot afford to spend more on insurance due to other financial commitments, such as a new car payment, you can suggest ways to adjust their policy to fit their budget. For instance, you could say: "I understand that budgeting is important. We can increase your collision deductible to lower your premium. In the event of an accident, it would be easier to cover a slightly higher deductible than to pay thousands of dollars out of pocket."
Lack of urgency
Some prospects may express interest but lack a sense of urgency to commit to a purchase. In this case, you might need to build more value or emphasize the importance of having insurance. For life insurance, for example, you could advise the client to visualize a worst-case scenario: "Imagine a hearse backed up against your front porch. Our insurance ensures your loved ones won't have to face financial burdens on top of their grief."
Smokescreen objection
Sometimes, customers may give a polite excuse, such as "Let me think about it," as a way to avoid sharing their true concerns. To overcome this, isolate the objection and confirm if there are any other issues. You can say: "When you say you need to think about it, what does that mean? Are there any other concerns besides [objection]? If I can address this for you, would you be ready to move forward?"
Knee-jerk objection
When a prospect says they are not interested early in the sales process, don't take it at face value. They may not have all the information they need to make a decision. You can respond by saying: "That's fine. Many people say they're not interested at first, but our programs are unique. Give me five minutes to show you how this works, and then you can decide if it's right for you."
Remember, it's important to tailor your responses to each customer's specific concerns and provide education and information about both the coverage and discount options available to them.
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Elevator pitches
Elevator Pitch 1
Hello, my name is [Name]. I'm from [Insurance Company Name]. We are expanding our insurance coverage to your area, and I wanted to let you know about our services. We've saved our customers an average of $100 per year on insurance, and we have many five-star reviews. If you're interested, I can send you a custom quote via email. Do you have a few minutes to discuss this further?
Elevator Pitch 2
Hi, my name is [Name], and I'm calling to thank you for being a valued client. I just wanted to let you know that we've saved our customers over $100 each per year on insurance. Would you be interested in learning more about our insurance options available to you and your family? If you're not too busy, I can give you some more details now, or I can send over an email with more information.
Elevator Pitch 3
Do you have a couple of minutes to talk about car insurance? Great! Do you currently have car insurance? If so, when does your current policy expire? [If the customer already has insurance, ask follow-up questions and pitch for a future purchase. If they don't, this is a great opportunity to pitch your product.]
Hello, my name is [Name], and I'm from [Insurance Company Name]. You may have heard that we can't beat our competitor's rates, but that's not something we're trying to do. We focus on providing excellent customer service and ensuring our clients have the best coverage for their needs. We've had great feedback from our customers, and we'd love to have you on board.
Elevator Pitch 4
Hi, Mary. My name is [Name], and I'm from [Insurance Company Name]. This call is regarding your query on our website. I know you mentioned that you're not interested right now, but I just wanted to see if I could answer any questions or address any concerns you may have. Is there anything specific you're looking for in an insurance policy?
Remember, the key to a successful elevator pitch is keeping it simple and speaking in a language your customer can understand. Avoid industry jargon, and focus on building a connection with your customer. Be authentic and approachable, and don't be afraid to ask intentional questions to create a "yes momentum" that will make it harder for the customer to say no when you go in for the close.
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Checking for acceptance
To implement this strategy effectively, insurance agents should focus on keeping things simple and avoiding industry jargon that might confuse the customer. Instead, agents should speak to customers in a friendly and authentic manner, mirroring their tone to build trust and make it easier for the customer to listen to what they have to say.
For example, an agent could start by asking the customer if they have time to talk. If the customer says yes, the agent can proceed with their pitch. If the customer says no, the agent can suggest another time to call, such as the following day. This simple opening helps to build rapport and increases the chances of a positive response.
Another approach is to focus on the potential benefits for the customer. For instance, an agent could mention that their company has saved customers money on insurance premiums in the past and offer to send a custom quote via email. This approach showcases the potential value of the insurance offering and provides an opportunity for further engagement.
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Building trust
To build trust, it is important to keep things simple. Insurance can be a complex topic, and using industry jargon or complicated terms can confuse and overwhelm potential customers. Keeping your message clear and concise will help ensure that your customers understand the benefits of the insurance you are offering.
Another way to build trust is to focus on objection prevention and cutting down on the number of objections. Common objections from customers include not having the time or money for insurance, or already having an insurance provider. By addressing these objections early on in the conversation, you can increase the likelihood of making a sale.
Building a series of "yeses" is another effective technique. Asking intentional questions that you know the customer will answer "yes" to can make it harder for them to say "no" when you make your pitch. For example, asking if they have a couple of minutes to talk or if they would like to receive a custom quote by email can help create a sense of agreement and openness to your offer.
Lastly, building trust can also be achieved through phone calls, which provide an opportunity to address customers' queries and concerns directly. Having a conversation allows you to showcase your expertise and provide personalized recommendations, which can help build confidence in your offerings. It also enables you to build a rapport with the customer, making them more likely to trust your advice and recommendations.
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Downloadable scripts
Insurance sales scripts are a powerful way to keep conversations focused, relatable, and effective. These scripts are designed to tackle various scenarios, from breaking the ice on a cold call to overcoming last-minute hesitations and client objections. They can be downloaded as PDFs and shared with colleagues or referred to later.
Script 1: Expanding Insurance Coverage
> Hello, Mary. My name is Jack Black. I'm from XYZ Insurance Company/Agency. We are expanding our insurance coverage to your area. Do you have a few seconds for me to tell you about our services? Because I think we can save you money on insurance premiums.
Script 2: Free Custom Quotes
> Hi Mary, my name is Jack Black, and I am from XYZ Insurance Company. I am calling to let you know that our company is offering free custom quotes on many policies. Of course, there is no obligation to buy. It is just so that you can see what insurance options are available to you and your family. We have already saved our customers over $100 each per year on insurance. Would this be of any interest to you?
Script 3: Existing Client
> Hi, Mary. My name is Jack Black, and I am calling to thank you for being a valued client. Do you have a couple of minutes to talk?
> Mary: I have some work to get to, so not right now, please.
> You: I understand. Shall I give you a call tomorrow, or what time suits you?
> Mary: Okay, tomorrow works.
> You: Do you currently have car insurance?
Script 4: Income Protection Insurance
> Mary, the reason for my call is to talk about how you can protect yourself and your family if something happened that stopped you from working. We all know that life can be unpredictable. Sometimes an unexpected injury or illness can keep you from working for weeks or even months. Income protection insurance can ensure that you still receive your income during such times. It lets you and your family focus on your recovery without worrying about finances. Would you be open to learning more about this insurance?
> Mary: I need time to think about it.
> You: Sure, Mary. I understand. Our consultation calls only take a few minutes. In this, we walk you through all your options and rates. There is no commitment for you to sign up. If you’re free sometime in the evening tomorrow, can I schedule a call?
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Frequently asked questions
An insurance sales script is a pre-prepared set of questions and statements used by insurance sales agents to guide their sales calls and improve their sales process.
Simplicity, consistency, and heart. It's important to use simple language and avoid industry jargon, and speaking with warmth and authenticity can help build trust with the customer.
One technique is "checking for acceptance", where the salesperson asks intentional questions that they know the prospect will answer "yes" to, making it harder for them to say "no" when the salesperson goes in for the close.
