Offered by: Cigna Health and Life Insurance Company, Connecticut General Life Insurance Company or their affiliates. 000000 00/ 18 TELEPHONIC ENROLLMENTS Consultative Selling Framework “From Richardson’s Consultative Telephone Selling Handbook” Action Technique Prepare Take the time to get to know your customer and what they may be concerned about. Connect Really make sure the customer knows you are focused on their needs and that you’re there to help. Understand Ask as many questions as you need to determine the customer’s objectives, current situation, level of satisfaction, personal and future needs. Recommend Tie everything back to what the customer says. Remember to position and tailor the discussion in a way that makes sense to the customer. Commit Go ahead and ask for the business. By this time you have earned the right to ask. Act Follow-up with yourself and the customer. Consultative Selling Skills Job Aid
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Consultative Selling Skills Job Aid...Telephone Selling Skills Best Practices Since you are not face to face, keep these best practices in mind to help you build credibility and trust
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Offered by: Cigna Health and Life Insurance Company, Connecticut General Life Insurance Company or their affiliates.
Prepare Take the time to get to know your customer and what they may be concerned about.
Connect Really make sure the customer knows you are focused on their needs and that you’re there to help.
Understand Ask as many questions as you need to determine the customer’s objectives, current situation, level of satisfaction, personal and future needs.
Recommend Tie everything back to what the customer says. Remember to position and tailor the discussion in a way that makes sense to the customer.
Commit Go ahead and ask for the business. By this time you have earned the right to ask.
Act Follow-up with yourself and the customer.
Consultative Selling Skills Job Aid
Offered by: Cigna Health and Life Insurance Company, Connecticut General Life Insurance Company or their affiliates.
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Six Critical Skills
Six Critical Skills
Active Listening
Active Listing is really about mindfully hearing what your customer is saying, and comprehending it. It’s about really getting the meaning behind what the customer is saying. Keep in mind:
Be intentional with your listening. Listening is not automatic.
Stay open-minded while you’re listening and do not make judgements.
Practice your listening skills.
Be aware of your biases, emotions, motives, etc. so they do not get interfere with your listening.
Telephone Selling Skills Best Practices Since you are not face to face, keep these best practices in mind to help you build credibility and trust with the customer over the phone. “From Richardson’s Consultative Telephone Selling Handbook”
Sound exited to talk the customer and project confidence!
Acknowledge the customer. Use your notes to remind yourself of what is important to them.
Constantly check in with the customer to make sure they are with you.
Present the information in a clear and compelling way that ties to the customer’s wants. Be persuasive!
Create and foster openness. Ask questions to shape and define needs.
Practice active listening. This is the key to building trust.
• Do not take negativity personal • Take time to build rapport • Be prepared and organized • Use voice inflections and tone • Take notes • Be persistent
Offered by: Cigna Health and Life Insurance Company, Connecticut General Life Insurance Company or their affiliates.