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It is important to have an arsenal of questions that will lead your target market to recognize your benefits and the worth of referring a qualified contractor to their claims.
Here are a few tips to get you started, followed by a list of possible questions you can use when you are face-to-face with a prospect.
Find out who you should be speaking with earlier rather than later, but don’t go in firing questions. It is important to begin the relationship with the gatekeeper first, and ask how claims or referrals are handled in the office by the second visit.
You can use my Assured Success Agency Evaluation form and a simple, non-threatening method by painting a picture (e-mail me and I will provide you with this document for free) to ensure that you get the most from the gatekeeper — up front — without alienating them. They need to be your trusted resource.
Having a prepared checklist of questions can help you stay focused; again, don’t fire away with questions like a machine gun. Use your list as a prompt when you are in the presence of the decision maker.
Questions you can ask:
- Can you describe to me how emergency claims are currently handled when called into the office? (You may need to use picture stories to describe what you mean by this question and get to the answer you want to hear.)
- Can you describe your after office hours policy for emergency claims handling?
- When your agency sells a property policy, what direction do you give them on claims handling?
- What criteria do you use to choose a vendor to refer to your customers when they have a potential claim?
- What are the most important criteria for getting on your short list of referred contractors?
- What specific concerns do you have when your customer has a claim?
- What do you like most about the service of the restoration company(s) you are presently using and what would you like to change?
- Many agencies are seeing a decline in sales due to internet insurance sales… do you find this a challenge? What methods are you using to grow your business, if I may ask?
- If my company could help you retain your customer and possibly strengthen your referral opportunities during a property claim… would this be a benefit to you?
- How important is keeping a low property claims loss ratio for your business? If I could show you how my company has performed in this area… and still provide your customer with “WOW” service… would you be interested in referring my company?
These questions can be used when presenting to the principle of an agency, a claims manager of an agency or whomever is responsible for taking in claims information or a few at a time when you are scaling the sales relationship pyramid.
Make sure you have examples of how your company relates to each question. Each of these questions can be tweaked to fit your adjuster target market and other categories of referral markets.
Tish Hummer is a national sales speaker/ trainer and marketing consultant and has been in the insurance and restoration industry for 25 years. Her career began as an insurance agent in Ann Arbor, MI. In 1991, she began her 16 year restoration marketing career in the Detroit metro area. Hummer’s resume also includes estimator, vice president of a restoration company, insurance relations director, director of business development for catastrophe housing and a catastrophe adjuster. Assured Success specializes in sales training for operations and business development teams along with strategy and systems of accountability. Visit www.Assured-Success.com, e-mail her at Tish@Assured-Success.com, or call (734) 904-6903.