Is that different from when you make the call yourself?
There are a few things you can do to prepare yourself for a customer’s call:
Keep your notes within reach. You don’t want to be caught off guard when a customer calls and be without your notes from the previous call. Always keep your notepad or digital notes handy so you can start right where you left off and you can take more notes on your continuing discussion.
Ideally, you could keep your notes organized through an insurance lead management system and have them available to bring up at a moment’s notice.
Stay professional. A customer could call you at any time seeking an insurance quote. Even if you’re in the middle of a stressful assignment or taking a coffee break, you want to come across as ready to do business when a customer calls.
If you can’t present a professional demeanor, don’t answer. You’ll lose the customer’s business. Instead, let the call go to your voicemail and call the customer when you are more collected.
Let the customer drive the conversation and listen. There was a reason the customer picked up the phone to call you. Let the customer tell you exactly what his or her interest is and why he or she took the time to make the call.
The customer may not have a perfect idea of what he or she is looking for, but you can tell from what is said exactly which direction you need to go. Then you can make your insurance marketing more effective by taking the reins and telling the customer what you can offer and how it will fulfill his needs.
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