First Phone Call

Introduction: The Energy, Tonality, and Confidence

As Jordan Belfort famously emphasizes, the introduction is your moment to shine. Your energy, tonality, and confidence during this initial interaction are pivotal. They set the stage for the entire conversation. Channel positive energy, employ engaging tonality, and exude confidence to make a lasting first impression.

Tonality in sales is important because a confident tone can reassure the customer that what you’re selling works and will improve their life in some form. Enthusiasm and confidence are most effective when conveyed through tone. You want to show people why your product holds value, rather than simply tell them.

Confirming Information vs. Verifying Information

A common pitfall among less experienced agents is merely asking for information instead of confirming it. Ensure that you follow through on the lead by verifying crucial details such as date of birth, zip code, and other demographics. This not only avoids misunderstandings but also showcases professionalism and attentiveness.

Now, when you think about it from a customer perspective, what the customer thinks is:  “I’m getting a random call from somebody that says they received my insurance request. Why are they actually asking me for my date of birth or at my household size, etc… if they’re supposedly already had it?”

Building Rapport: Going Beyond the Surface

In business, establishing rapport allows you to engage customers to build loyalty, influence and continued business and it matters in nearly every industry and field.

When building rapport, resist the urge to rush through responses. Instead, adopt a discovery mode approach. When clients share reasons for seeking coverage, delve deeper; you have to go into a discovery mode. Ask open-ended questions to understand their unique situations. This not only strengthens your connection but also provides valuable insights for tailoring your approach.

Tips for building rapport over the phone: 

1. Smile: Smile as you say hello and consider doing it throughout the conversation. Nonverbal cues are an effective way to create rapport and even though the person on the other line may not see you, they can hear and picture a smiling voice. Good posture and smiling can help create a positive tone for the conversation and can subconsciously influence both the speaker and listener.
2. Be Friendly: Approaching customers or colleagues in a friendly manner is a good way to start a call. A simple way is to lead with a question like, “How are you doing today?” or “How is your morning going so far?” It is important to be genuine when asking and interested in the response to best build rapport and engage the listener.
3. Remain Respectful: Communicating with respect is not only good customer service and workplace etiquette, it’s key to building rapport. Use please and thank you throughout your conversation and consider asking how the person would like to be addressed, rather than making an assumption. Good manners often are the foundation of establishing a good rapport and connection.
4. Listen Intently: Listening skills are important to building rapport and actively hearing what your colleague or customer is sharing can help you fully understand their needs or the information being shared. Let them finish their thoughts before speaking rather than interrupting and consider saying phrases like “Right” or “I understand” when appropriate to reassure them you’re listening.
5. Use Perception: Each business call varies and some will go well, while others may focus on a particular issue that needs resolving. Be perceptive to the situation and react accordingly to help build rapport. For example, if a caller expresses disappointment, consider a sincere apology to help shift the conversation back towards a positive and productive one.

Crafting a Special Quote: Making it Irresistible

When presenting a quote, make it sound special. Convey that you’ve found them an exceptional offer. Emphasize the need for approval, creating a sense of exclusivity. Paint a vivid picture of the benefits and costs, making the offer irresistible. This approach captivates clients while preparing them for the approval process.

Despite what we think, people don’t make decisions based on facts. We make decisions based on our emotions and then use logic to justify those decisions. That’s why it’s important to understand what makes an irresistible offer when crafting your message.

Now, let me share some valuable insights on presenting a quote. It’s crucial to make it stand out, conveying that this isn’t just any offer—it’s something special. Picture this: you’ve discovered a fantastic policy tailored just for the client. However, it’s important to establish that approval is a necessary step in the process. For instance, imagine we’re speaking with Mr. John, based on the information he provided, I have some exciting news to share. It appears he qualifies for the top insurance plan in the state of Florida. The carrier? None other than Blue Cross Blue Shield, a globally renowned insurance company. Highlight the significance by underlining that they are the number one insurance company worldwide. Now, the offer includes enticing benefits—free doctor visits, prescriptions, and wellness checks like colonoscopies, physical exams, and mammograms—all for an affordable $48 per month. Pause after presenting this information, allowing them to absorb the appeal. They’re likely to express enthusiasm, saying, “That sounds fantastic!” Acknowledge their excitement, affirming that it is indeed an exceptional plan. However, introduce a crucial aspect—they need approval for this incredible offer to become a reality. Express confidence in their qualification but stress the necessity to go through a thorough approval process. By guiding them through this understanding, you set realistic expectations and emphasize the significance of the approval journey in making this remarkable insurance plan a tangible reality.

Elements of importance of when creating an irresistible offer:

• Scarcity: The limited availability of a product
  •  It gives the sense that an offer is popular or selling out fast making people more likely to buy the product before it runs out.
• Urgency (FOMO): The importance of now
  • Although urgency is closely related to scarcity, it’s not limited to the scarce availability of the product. Urgency can be created in other ways such as time-sensitive offers, flash sales, early bird offers, or exclusive access to content.
• Social Proof: Evidencing that others have found value in your product/service
  • When people see that others are doing something, they’re more likely to do it themselves. There is a bandwagon effect. And when it comes to making an irresistible offer, social proof can be a powerful tool. Social proof can be in the form of testimonials from happy customers, social media posts from satisfied clients, or even stories about how you’ve helped others in the past.
• Reducing Friction: Empowering “YES”
  • Make sure your offer is clear and easy to understand. Use plain language and avoid jargon. AKA “K.I.S.S. (Keep It Simple, Stupid). Remember that your client is likely uninformed and needs YOUR guidance.
  • Include all the essential information upfront. Don’t make your customers hunt for details.
  • Remove any barriers to acceptance. If there’s anything standing in the way of your customers taking advantage of your offer, get rid of it.
  • Simplify the decision-making process. Help your customers weigh the pros and cons so they can make an informed decision quickly
  • Handle objections in advance. If you can anticipate your customers’ objections, address them head-on in your offer.
  • Provide customer support. If your customers have questions, make sure you have someone available to answer
• Building Perceived Value: Why our product is superior
  • The more value your customer perceives in your offer, the more irresistible it will be. Bonuses and offer stacking are two great ways to build up perceived value and make your offer irresistible. (i.e., Health insurance with a BONUS life insurance policy attached)

Setting Appointments: The Art of Time Management

When it comes to setting appointments, it’s crucial to go beyond a casual agreement on the time. I’ve observed that many new agents miss the opportunity to solidify appointments effectively. They might suggest a time, say, “How about five o’clock?” and leave it at that—promising to call or have an assistant call without further assurance.

Let’s explore the proper way to handle appointments. The next step in our process is to schedule an appointment with my senior advisor, Brandon Capenia. With over five years of experience, he handles a substantial client load. It’s essential to convey this to the client, emphasizing that he’s dealing with thousands of clients similar to them. Taking a moment to check his busy schedule is a key step.

Pay attention to how I explain the senior advisor’s workload. It’s crucial to convey that being busy is a testament to a thriving business. Clients are more inclined to engage with someone who is in high demand. Now, let me share a valuable tip. When suggesting an evening appointment, express your own busy schedule. For instance, if it’s currently morning, you might say, “I’m booked from 10 a.m. to 3:30 p.m. The only available slots today are at five and six. If those don’t work, we can explore options for tomorrow.”

Remember, the goal is to have them fit into your schedule rather than the other way around. This approach subtly positions you as a sought-after professional.

Now, when closing out the appointment, the key is to solidify the commitment even further. If, for example, they agree to five o’clock, don’t just thank them and sign off. Instead, say, “Perfect, I’ve scheduled you for five o’clock. Before finalizing, can you think of any reasons why you might not be able to make it?” This strategic question prompts them to consider their availability seriously.

This approach taps into the psychology of congruence and consistency in human behavior. By asking about potential obstacles, you create a sense of commitment. People are less likely to back out after confirming their availability. This technique not only ensures a higher attendance rate but also avoids potential inconveniences and misunderstandings.

In summary, mastering the art of appointment setting involves strategic scheduling, conveying professional demand, and solidifying commitment through thoughtful questioning. These practices not only enhance your effectiveness but also contribute to a smoother and more reliable appointment process.

Key Takeaways and Best Practices

Remember, the first phone call is your opportunity to establish trust and credibility. Each step, from the introduction to setting appointments, contributes to the overall success of the sales process. Adopt these practices to enhance your effectiveness and build long-lasting relationships with clients.