12 Easy Ways To Get Your CSRs To Sell More - And Love It!

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Wednesday, November 6, 13

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Marketing Tips & Tricks Festival
Thursday, April 10, 2014, Chicago

How To Dominate Your Market With Thought Leadership
Friday, April 11th, 2014, Chicago



3

12

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

Vision



4

Today we will discuss:



5

STOP

Obstacles

5 Obstacles.



5

STOP

Obstacles

Transformation

5 Obstacles.
12 Points of transformation.



5

STOP

Obstacles

Transformation

Action

5 Obstacles.
12 Points of transformation.
5 Step action plan.


5

Remember, this is a ‘live’ webinar.

You can type your questions here.


6

Obstacles

5

STOP

Obstacles



7

CSRs resistance
to selling.
STOP

Obstacles

1



8

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

CSRs resistance
to selling.
STOP

Obstacles

1



8

“You didn't hire me to sell.”

CSRs resistance
to selling.
STOP

Obstacles

1



8

Weak sales culture.

STOP

Obstacles

2



9

Weak sales culture.
Test a culture by:

STOP

Obstacles

2



9

Weak sales culture.
Test a culture by:
‣ What you measure.

STOP

Obstacles

2



9

Weak sales culture.
Test a culture by:
‣ What your team talks about.

$
STOP

Obstacles

2



9

Weak sales culture.
Test a culture by:
‣ How often they talk about it.
$
$

$

$
$
$
$

$
$

STOP

Obstacles

2



9

Weak sales culture.
Test a culture by:
‣ How often they talk about it.
‣ Attitude with which they talk about it.
$
$

$

$
$
$
$

$
$
$
$

$
$
$
$

$
$

STOP

Obstacles

2



9

Management
too busy.
STOP

Obstacles

3



10

"I just don't have the time to..."
Scripts.
‣ Role play.
‣ Create sales systems.
‣

Create tools. (retention,
referrals, rounding, etc.)
‣ Create special reports.
‣ Measure, Monitor, Etc.
‣

Management
too busy.
STOP

Obstacles

3



10

Management hasn’t done the math.

STOP

Obstacles

4



11

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

STOP

Obstacles



12


$10,000
Inbound Calls From Prospects
Inbound Calls From Client
Referrals
Retention

STOP

Obstacles



12


$10,000

$25,000

Referrals
Retention

STOP

Obstacles



12


$10,000

$15,000

$25,000

Referrals
Retention

STOP

Obstacles



12


$15,000

$15,000

$10,000

$25,000

Referrals
Retention

STOP

Obstacles



12

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



13


Calls per week. 1
Weeks x 50
x $200.00



13


Calls per week. 1
Weeks x 50
x $200.00
=$10,000.00


13

Inbound calls from client.



14


Calls per day. 1
Weeks x 50
x $100.00



14


Calls per day. 1
Weeks x 50
x $100.00
=$25,000.00


14

Get more referrals.



15

Get more referrals.

Per week. 3
Weeks x 50
x Close 50%



15

Get more referrals.

Per week. 3
Weeks x 50
x Close 50%
=$15,000.00


15

Boost retention.



16

Boost retention.

Points 3
x 1/2 mil book.



16

Boost retention.

Points 3
x 1/2 mil book.
=$15,000.00


16

One years work equals.



17


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



17


$10,000
$25,000
$15,000
+ $15,000
=$65,000.00


17

Nine years work equals.



18


$65,000
X 9 years



18


$65,000
X 9 years
=$562,500.00


18

Ignoring the sales potential of CSRs.

STOP

Obstacles

5



19

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

Obstacles



20

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

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

Obstacles



20

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

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

Obstacles



20

Transformation

12

Transformation



21

The ‘Principle of Belief.’

Transformation

1



22



23

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



23

Means:
‣ They must have all their appropriate
protection with one agency.



24



25

Otherwise:



25

Otherwise:
‣ Helter skelter.



25

Otherwise:
‣ Helter skelter.
‣ Over-paying.



25

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



25

The Law of
Total Client
Protection:



26

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

The Law of
Total Client
Protection:



26

Social accountability.

Transformation

2



27



28

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



28

‣ Supporting the team.



28

‣ Satisfying the boss.



28

‣ Satisfying the boss.
‣ Getting recognized.



28



29

‣ White boards.



29

‣ White boards.
‣ Announcements at
weekly staff meetings.



29

The Meaningful Conversation.

Transformation

3



30



31

Less meetings, more conversations.



31

‣ What do you want to say?



31

‣ What changes do you want in behavior?



31

‣ Why will the other person want to
pay attention?



31

‣ Why will the other person want to
pay attention?
‣ How often will you talk about it?



31

Incentives that work.

Transformation

4



32



33

Incentives have two purposes.



33

‣ “Money motivation.”



33

‣ “Money motivation.”
‣ A reason to talk about it.



33



34

Talk to them:
‣ Money, time off..

?



34

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

?

$



34



35

Consider:



35

Consider:
‣ Individual.



35

Consider:
‣ Individual.
‣ Team.



35

Consider:
‣ Individual.
‣ Team.
‣ Immediate.
Short term "game" with prizes.
“Pot ‘O’ gold.”
Cash$.

Wheel of fortune.

Jar of money.


35

Transformation

5



36

What Gets Measured, Gets Done.

Transformation

5



36

‣ Critical ratios.

Transformation

5



36

‣ Critical ratios.
Set goals.
Measure what matters.
1. Closing ratio.
2. Cross sales: policies per customer.
3. Retention.
4. Referrals.
Transformation

5



36

Heroes:
If it's important;
‣ Tell the story, find a way to make a hero
out of the “unsung champion.”

Transformation

6



37

Transformation

7



38

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

Transformation

7



38

Role play:
between games?
‣ Favorite role play:

Transformation

7



38

Role play:
between games?
‣ Favorite role play:
‣ If it's on the phone, do it on the phone.

Transformation

7



38

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

Transformation

8



39

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

8



39

Right people on the bus.
‣ Do you?

Transformation

9



40

10

Transformation



41

Break down the metrics.

10

Transformation



41

‣ If you have more than one CSR, you have
more than one set of metrics. “Period.”

31%

71%

57%
43%

62%

10

Transformation



41

‣ If you have more than one CSR, you have
more than one set of metrics. “Period.”
‣ Coaches don't want "average points
per team."
31%

71%

57%
43%

62%

10

Transformation



41

The mandatory script line.
‣ Break out of the price trap.
Bumps closing ratio 10 points.

11

Transformation



42

11

Transformation



43

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

11

Transformation



43

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

12

Transformation



44

Action



45

Review slides of this show.

1.

Look for e-mail.
Action

1



46

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

1.

Look for e-mail.
Action

2



47

Get a one-page training kit on;
"The Simple “Plus One Pivot” That Grows
Your Agency Automatically."

1.

Look for e-mail.
Action

3



48

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

Action

4



49

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

Action



50



51

12 Easy Ways To Get Your CSRs To Sell More - And Love It!

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