CLOSING THE GAP

• HOME

• CALCULATORS

• MAKING CHANGES

• ABOUT

DESCRIPTION

“Asking Customers the Right Questions” is a step by step program to have agency staff ask customers the right questions – based on agency specific goals and objectives. These could include:

• Account rounding

• Cross-selling other lines of business

• Developing leads and referrals

• Or simply making certain you have current contact information

 

The resources we provide for this program include:

A “Guide to Selecting the Right Questions.” This is the first of three guides your agency can use to implement the program in your agency. After you have selected the right questions, your selections can be implemented in your agency by then using both the “Leader’s Guide” and the “Customer Relationship Guide.”

The “Leader’s Guide” is the second guide. As you use this guide, you will be able to insert key decisions you’ve already made using the “Guide to Selecting the Right Questions.” It helps an agency through the various phases of the program:

• Initial decisions and selections

• Creating your time-line

• Your kick-off meeting

• Follow-up & tracking

 

The third guide in this series is the “Customer Relationship Guide.” It is designed to be introduced for use during the kick-off meeting you will be having with those involved in asking the right questions of your agency’s clients.

PURPOSE

The purpose  of the program is to uncover and identify revenue and profitability enhancement opportunities for agencies by asking customers questions beyond the “must have” ones needed to keep coverage in place. These are the questions you would like to have the answers to - those which can help your agency achieve better growth and profitability?

 

The program is adaptable to any agency. And it’s fully customizable – helping them focus on growth and profitability in the manner in which EACH AGENCY chooses to achieve it.

This approach is comprehensive and includes a series of guides and turn-key instructions an agency can use to:

• Identify the right questions to ask and how to ask them

• Motivate agency staff to take some simple steps that can offer big rewards

• And track staff participation, activity and the results being achieved

 

And, as the program is implemented, an agency will be letting their customers know, by the questions that they ask, that they are there for them – whatever their insurance needs may be.

EFFORT & INVOLVEMENT

The level of effort and involvement required is based on the unique goals and objectives of each agency. The sample questions (and alternatives) provided cover most all lines of business. An agency can pick and choose among options to determine their involvement on a scale ranging from “all inclusive” to “asking for updated contact information” to “asking for referrals.”

 

The program is also designed to utilize staff members who are specifically selected by the agency for inclusion.

RESULTS

An important part of the program design is tracking both consistent participation by staff and the results achieved from asking the questions which have been chosen by each agency. The program’s ultimate results are based on the goals and objectives specific to each agency.

 

These can be tracked as new sales, new quotes, new prospects, rounded accounts or other metrics such as email addresses collected.

DOWNLOADS

Guide to Selecting the Right Questions

Leader's Guide

Customer Relationship Guide

Guide Forms