image Far too many agency principals resign themselves to the conclusion that “my CSR’s don’t like to sell” or “my CSR’s are supposed to be technicians” – and simply give up on the fundamental TRUTH that CSR’s are:

    • The last (and too often, deadly) step in most personal lines and small commercial lines marketing campaigns. (Reflect on how much work goes into a successful marketing campaign: selecting a niche, researching market “hot buttons,” creating an advertising message that generates a response, choosing media, managing costs, scheduling media delivery, purchasing or renting mailing lists and so forth – all leading up to an inbound call to an untrained CSR who can wipe out ALL the hard work of designing a marketing campaign with one bad
  • script – or worse – no script at all!)
  • The most consistent bridge between agencies and their existing clients and prospects. (That alone should make the agency principal “lust” to deliver effective tools to their CSR’s, even if they were no more complicated than McDonald’s “do you want fries with that?” or Starbucks “do you want something to eat with your coffee?”)

May I ask you a question about your CSR’s?  (Okay, 4 questions!)

1. Do you monitor the Closing Ratio on inbound calls from prospects for every CSR?

2. Do you monitor the Cross Sell Ratio for every CSR?

3. Do you expect your CSR’s to generate referrals to you agency by stimulating them from existing clients?  (And if so, do you have a SYSTEM that makes it easy for them?)

4. Do you expect your CSR’s to deliver a MEASURABLE “WOW” Experience on every inbound call?  (And if so, do you have a SYSTEM that makes it easy for them?)

I’d love to hear what’s working (and NOT working) in your agency!  (Progress starts with truth!)

Dominate your marketplace!

Michael

PS: For agents who are REALLY serious about getting their CSR's to sell more (and LOVE it!), I'm conducting a tele-seminar.  It's a few weeks away, but I really expect it to fill up quickly.  (Quantum Club members got an early invitation, so it's already filling up.)  By the way, it’s FREE for Rebels!  You can register here: www.freecsrwebinar.com