Role playing…. why do agencies only do it when we are onsite? It’s a totally uncomfortable training opportunity. The thing is the more you do it, the easier it becomes. Agencies who have adopted it as part of their ongoing training strategy see a better customer experience and a happier team. The question is will you use these retention role playing strategies without us? If not call your favorite insurance consultants today so we can help break the ice!
Scenario 1: A client calls looking for a copy of their declaration page.
- There is no email address on file
- Over the past 3 years their rates have gone up 20%
- They have had no contact with the agency in 3 years
Find out why they are looking for the declaration page
Explain why to continue to do business with the agency
Sell them on letting you requote the policy
Scenario 2: You receive a fax cancelling a long term client’s policy.
- The client is changing agents for a difference of $50 in premium annually
- Call the client to find out why they are cancelling
Explain why to continue to do business with the agency
Ask them if you can re-quote them in 6 months
Scenario 3: You receive your monthly list of renewals. You find a client who is monoline home, has no email address on file, their rates have gone up 20% and we have had no contact with them in the past 3 years.
- The client does not have an email address
- The client just received their increase in the mail
Ask them for their email address
Thank them for their loyalty of doing business with the agency
Remind them that you work with several top carriers and are here, locally, in the event of a claim
Ask for the other line of business
Scenario 4: A client of 5 years with home and auto calls up upset about a rate increase. Their rates went up 6%.
Explain that rates have been going up over the past few months
Review the policy features to determine if there is a way to change the policy before re-shopping it
Look for additional discounts that can be added
