Insurance
Sales Assessment Results
36
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let’s not sugarcoat this: your performance is underwhelming, with an average score of 3.6. It’s clear you’re struggling to connect with customers and address their specific concerns. The common thread in your responses is a lack of depth and active engagement. You tend to make assumptions without fully exploring the customer's needs, which can alienate them rather than build rapport. This is particularly critical in the insurance industry, where trust and understanding are paramount.
Your attempts to express empathy and personal commitment are a positive sign, but they often fall flat without the necessary follow-up questions or detailed reassurance. You need to shift towards a more consultative selling style, one that prioritizes understanding the customer's situation and proactively addressing their concerns. Consider studying techniques like SPIN Selling and Consultative Selling. These approaches will help you ask the right questions and uncover deeper insights into your prospects' needs.
Here’s your coaching moment: remember that sales is about collaboration, not just transactions. Engage your prospects in a dialogue, invite them to share their thoughts, and demonstrate that you genuinely care about their needs. When you start listening more and assuming less, you’ll find your conversations—and your results—will improve dramatically.
Question Breakdown
1.
2
/ 10Question:
"I'm happy with my current coverage; why should I change now?"
Answer:
The only reason we're looking here is because it covers xyz a little better than what you currently have, wouldn't you agree?
Feedback:
The response lacks depth and fails to effectively address the customer’s satisfaction with their current coverage. It makes an assumption without exploring the customer's specific needs or concerns, which could alienate them. Instead, a more effective approach would involve asking open-ended questions to uncover the reasons behind their satisfaction and then articulating the distinct benefits of the new coverage in relation to those needs. This would also demonstrate active listening and a consultative approach, which is crucial in the insurance industry.
2.
3
/ 10Question:
"What if the new policy has hidden costs that I'm not aware of?"
Answer:
The best part about this is i come with it, so if you run across anything that doesn't make sense or have questions on, you'll be able to reach me easily
Feedback:
The response lacks specificity and does not directly address the customer's concern about hidden costs. While it offers personal accessibility, it fails to reassure the prospect about the transparency of the new policy. A more effective approach would involve proactively discussing the details of the policy, highlighting the clarity in costs, and inviting questions to build trust. Additionally, employing a consultative selling technique to explore the customer's understanding and concerns about costs could enhance the conversation.
3.
4
/ 10Question:
"How will switching affect my claims process and any existing claims I have?"
Answer:
Current claims will be processed by your current carrier, once this starts, any claims submitted will be to your new company
Feedback:
The response provides some relevant information but lacks clarity and empathy. It does not address the prospect's concerns about the transition of claims comprehensively. A stronger approach would involve acknowledging the importance of the claims process and providing reassurance about how existing claims will be handled during and after the switch. Additionally, asking open-ended questions to understand the prospect's specific concerns about the claims process would build rapport and demonstrate active listening.
4.
5
/ 10Question:
"I’m concerned about how this will fit into my budget with other expenses piling up."
Answer:
I totally understand, the last thing we want to do is take food off the table. Let me ask ya, how much are you currently paying for coverage?
Feedback:
The response shows some empathy by acknowledging the prospect's concern about their budget, which is positive. However, it falls short in exploring the broader context of the customer's financial situation and does not provide reassurance or discuss the potential value of the new coverage. Instead of immediately asking about their current payment, a more effective approach would be to understand their specific budget constraints and priorities. This could involve asking open-ended questions about their financial goals or concerns and discussing how the new policy could potentially save them money or provide better value in the long run. Overall, this response could benefit from a more consultative approach to uncover the customer's deeper needs and concerns.
5.
4
/ 10Question:
"Can you guarantee that this plan will be more beneficial than what I already have in the long run?"
Answer:
With the prescriptions you take and the amount of times you see a doctor annually, you will definitely pay less for services in the long run. If you were my mom, this is what you'd have
Feedback:
The response attempts to connect on a personal level, which can be effective; however, it lacks a solid foundation in addressing the customer's specific concern about guarantees. It makes assumptions about the customer's situation without providing concrete evidence or data to back up the claim that the new plan will be more beneficial. A more effective approach would involve discussing specific features and benefits of the new plan in relation to the customer's current plan, perhaps using hypothetical scenarios or examples to illustrate potential savings or advantages. Additionally, inviting the customer to share more about their current coverage and any specific concerns they have could foster a more consultative dialogue and build trust.
6.
4
/ 10Question:
"What if I don’t fully understand the coverage options and make a mistake?"
Answer:
That's what I'm here for, let's go ahead and take a look at your current situation
Feedback:
The response lacks depth and does not adequately address the prospect's concern about understanding coverage options. While it expresses a willingness to help, it fails to directly reassure the customer about the complexities of the coverage. A more effective approach would involve asking specific questions to identify which parts of the coverage are unclear to them, and then providing clear explanations or examples to enhance their understanding. Additionally, articulating how you will support them throughout the process to prevent any mistakes would show a more solution-focused and customer-centric approach.
7.
4
/ 10Question:
"I’ve heard mixed reviews about your company; how can I trust this will be a good fit for me?"
Answer:
Unfortunately, you google the grand canyon and there's negative reviews on it. When I work with a company, my name becomes part of the brand, and I take myself and this company very seriously. I've been doing this for 10 years, and I come with it. You're not just buying the company, you get me too
Feedback:
The response attempts to address the concern by emphasizing personal commitment and experience, which is a positive approach. However, it falls short in directly acknowledging the prospect's concern about mixed reviews. Instead of dismissing the reviews with an analogy, a more effective strategy would involve addressing the specific feedback or concerns that have been raised about the company. Additionally, sharing positive testimonials or specific examples of success stories could help build trust. Overall, the response lacks a collaborative tone and doesn't effectively explore the customer's perspective or develop a solution that addresses their concerns about trust and reliability.
8.
5
/ 10Question:
"I don’t have the time or energy to go through a complicated switching process right now."
Answer:
I totally understand, a lot of my clients felt the same way. Once they found a qualified agent to help them navigate the industry, they were ready to sign up
Feedback:
The response starts off positively by acknowledging the prospect's concern, which is a good practice in building rapport. However, it lacks specific reassurance about simplifying the switching process. Instead of just mentioning that other clients felt the same way, providing clear evidence of how you will facilitate a smooth transition could be more effective. Offering to outline the steps involved and emphasizing your role in easing the process would demonstrate a solution-focused approach. This would help the prospect feel more comfortable and less overwhelmed, ultimately addressing their objection more effectively.
9.
3
/ 10Question:
"What happens if I decide I don’t like the new policy after I’ve signed up?"
Answer:
Give me a call back and we can look at other options. The good news is we're going to do it right the first time so we don't need to make any changes.
Feedback:
The response lacks direct engagement with the prospect's concern about dissatisfaction with the new policy. It does not provide a clear explanation of policies regarding cancellations or changes after signing up, which is essential for building trust. Instead of suggesting a callback, it would be more effective to proactively reassure the prospect about their options, such as discussing a trial period, cancellation policy, or how easy it is to adjust coverage if needed. Additionally, the phrase "we're going to do it right the first time" could come across as dismissive; focusing on the prospect's needs and concerns would create a more collaborative tone. Engaging in a dialogue to understand their specific worries would also show active listening and enhance rapport.
10.
2
/ 10Question:
"I need to consult with my partner before making any changes; can you give me time to think it over?"
Answer:
Yes
Feedback:
The response is overly simplistic and does not actively engage with the prospect's concern. While it grants the prospect time to think, it lacks any follow-up questions or reassurance that could help facilitate a more productive conversation. An effective response would involve acknowledging the importance of the decision, asking about any specific concerns the prospect might have, and offering to provide additional information that could assist in the discussion with their partner. This would demonstrate active listening and a consultative approach, ultimately fostering a stronger rapport with the prospect.