Tactics Book by Kelly Tamburo

Matt McCoy

te am

r wo

vic

impr

ca c lo s e

ser

ession

li bi

traini

T.A.C.T.I.C.S.

CUSTOMER SERVICE REPRESENTATIVE Procedures and Expectations

The Customer Service Representative plays a very important role in our agency. Many times they are the first face a customer sees when they walk through the front door, or the first voice someone hears when they call in to the office. So, it is very important that you are familiar with our customer service procedures. The following pages will walk you through how to perform all the duties of a customer service representative and what is expected on a daily basis. The Customer Service Representative should perform the activities in the following order every day.

1. Beginning of Day â&#x20AC;&#x201C; Activities 2. Service Emails. Auto then Fire 3. Bank Prospecting a. Auto Loans b. Home Loans 4. Life Prospecting 5. Appointment Setting

Additionally, you should familiarize yourself with the Customer Service Representative Quote Sheet so that you are able to gather information to give to our agents in the event someone calls in and all the agents are busy with another customer.

Service Representative First Impression

CUSTOMER SERVICE REPRESENTATIVE First Impressions

Customers have a choice when it comes to who they choose to do insurance with. One way we can set ourselves apart is by our customer service. We have to be consistent in the way we treat every customer. They need to feel welcomed, that we care about them, and that we are grateful they have chosen to do business with us.

Walk-in Customers Greet customers with a smile and hello as soon as they walk through the door. I. The first impression the customer gets will set mood for meeting. 1. Greet with a smile. 2. Offer a drink. 3. Start a conversation. Do not immediately ask if they are making a payment. a. F.O.R.M. II. When a customer comes into the office: 1. Stand up and greet the customer. a. Use their name if you are familiar with them. 2. Make sure they were offered a drink. 3. Be conversational before immediately helping. a. F.O.R.M. 4. Thank them for their business as they leave. 5. Ask if there is anything else you can help them with.

Client Insists on Speaking with Owner Okay. So I can get the process started for (owner) and get your concern addressed as quickly as possible, please tell me your reason for calling in today...

Putting Someone on Hold Would it be okay if I put you on hold for just a moment (name)?

The Golden Wordpath When the owner gives you a Call-Back that was original left for them: Hi (name), this is __________ calling from your State Farm office. I understand you called for (owner) earlier? (Owner) is actually on life insurance appointments today, but I was able to speak with him in between meetings. He is aware that you called, and because he wanted you to get the help you needed right away, he asked me to give you a call back. I understand you needed help with (client concern)? At the end of the call: So glad we were able to help you. I will let (owner) know about our conversation. Did we take care of everything you needed today? Is there anything else we can do for you?

Call-in Customers When a customer calls our office it is often the very first impression that they will have of our organization therefore it is our first opportunity to WOW the customer! How we handle the phone sends a strong message to the people that we are talking with and to those customers already in our office. Always keep in mind that we must strive to utilize our sales strategies whenever and wherever possible. Talking with our customers on the phone is one of our best opportunities to succeed. I. How to Answer the Phone in our office. 1. Before the phone is answered you should smile and be ready to give your full attention. Always try and answer the phone by the second ring. When you answer the phone use this greeting: “Good Morning (afternoon/evening), thank you for calling Matt McCoy State Farm Insurance, this is (your name) how may I help you?” II. The Five Forbidden Phrases – never use these. 1. “I don’t know.” We are in the business of knowing Confidence is key to selling. If you are unsure, you can say I will find out the answer and call you back. 2. “I can’t do that.” Don’t tell customers what you can’t do. Tell them what you can do for them. 3. “You’ll have to.” Customers don’t want to be told what to do. They are calling us for help. 4. “Just a Second.” Nothing gets done in a second so don’t tell them that. 5. “No.” When you say NO anytime during a conversation it sets a negative tone. III. Putting a Customer on Hold. 1. Ask the customer if they are willing to hold. 2. Always tell the customer how long you will be. 3. Make sure you never place them on hold for more than two minutes. 4. If you will be longer than two minutes, offer to call the customer back. 5. Always under promise/over deliver. If it will take 30 seconds tell the customer may take up to a minute. 6. Make Sure: a. The customer knows what you are doing for them. b. The customer gives you permission to be placed on hold. c. Return in the promised time. d. Thank Customer for Holding. IV. Passing the Call to Someone Else. 1. If you have to pass a customer, follow these steps. a. Let the caller know what you are doing b. Give co-worker the customer’s name c. Tell co-worker what is going on so the customer doesn’t have to repeat themselves.

CUSTOMER SERVICE REPRESENTATIVE Phone Answering

Goal: Assist the client with remarkable service so the call never goes to an agent or owner. • Always portray these impressions to the caller: - The agent is “available” for them if needed and “aware” of the client’s situation. - Both the agent and our entire team is working around the clock to serve our clients. • Never do any of the following while on the phone with a caller: - Imply that the agent is rarely there or works part-time. - Say that the agent or teammate is on vacation. - Imply that the agent or teammate is not aware of the client’s situation. • Always answer incoming calls within the first 2 rings. - Messages are to be checked and returned immediately. - Apologize to the client for not reaching us during our office hours when their call is returned. Greeting (Sound Excited!): Thank you for calling Matt McCoy State Farm, this is ________, how can I help you today? May I have your name please? Can you spell your last name for me?

Wants to Speak with Owner Owner is in the office: (Owner) is actually on another line with a client right now. What can I help you with today? Owner is out of the office: (Owner) is currently out of the office for a life insurance appointment. What can I help you with today? Owner is out of the office for 2 or more days: (Owner) is out of the office due to a business meeting until ______. What can I help you with today? End of Call: I will let (Owner) know about our conversation. Is there anything else I can assist you with? Thank you for being a client of ours (name), we greatly appreciate it!

CUSTOMER SERVICE REPRESENTATIVE Beginning of Day Activities

The Beginning of Day Activities is where State Farm puts the most time sensitive items. Such as, late pays, selection/rejection forms, Recurring Monthly documents, and forms needed for discounts. It is crucial that all these activities get completed on a daily basis. The Customer Service Representative should perform the activities in the following order every day. Work in the following order: 1. Late Pays a. See Customer Service Document Service Calls/emails for proper handling. 2. Company Cancellations a. Check service emails to see if you can find out why they are canceling. • See Customer Service Document Service calls/emails for proper handling. b. Find out who wrote policy and email them with a note regarding the cancellation. 3. Needed Documents a. Print document and mail with return envelope indicating where customer should sign. b. Note their ABS file that we mailed document. 4. Address Change a. Check Necho to make sure that address is correct and has been changed on all of the customer’s policies. 5. Policy Issued and Mailed a. Put the customer’s name on a list and give to agent at Team Meeting on Friday to review. 6. Premium Increase a. Send handwritten postcard to customer. • Hi (customer name), I just wanted to thank you for your continued business with our agency, and if you ever have a question or there is something we can do for you please do not hesitate to give us a call. Thanks, Matt McCoy Team

CUSTOMER SERVICE REPRESENTATIVE • Late Pays:

Service Calls and Emails

Always put a note in the customer’s ABS Page that you have called regarding a past due bill on their account. Include notes such as, left a message, spoke to insured regarding late pay, or bad number. If we have a bad number, you should mail a postcard and note that in their file. Answered Call: Hi (customer name), this is (your name) calling from Matt McCoy State Farm. This is a courtesy call to let you know that there is a payment due on your (name specific policy). Sometimes the client has already made the payment but it hasn’t updated in the system yet. So ask, have you already made this payment by chance? • If Yes, thank them and say you will update. • If No, let them know we have several payment options available. Let customer know we can take credit/debit card or check by phone to get their payment taken care of. While on the phone you should also make sure all information is updated and current, and also check for other opportunities to multi-line. Voicemail: Hi (customer name), this is (your name) calling from Matt McCoy State Farm. This is a courtesy call to let you know that there is a payment due on your (name specific account). You can call our office any time 24/7, to speak to a representative to make your payment. Our number is 479.968.2466. Thank you and have a wonderful day.

• Needed Information/Service Emails:

Sometimes underwriters need additional information due to a change in the customer’s situation such as marriage or divorce. Also, from time to time our sales people may miss information that we needed when we wrote the application. It is important that we call the customer to get this information. Always, update the Customer’s ABS notes with status, and copy/paste any email associated with the call. Answered Call: Hi (customer name), this is (your name) calling from Matt McCoy State Farm. The reason I am calling (give specific information we need and what policy it is related to). Sometimes the client has already given this information. If they have, thank them for their business and let them know you will update their file. If they have to get back to us, let them know that it is important they get back as soon as possible, or this could affect their policy. Voicemail: Hi (customer name), this is (your name) calling from Matt McCoy State Farm. The reason I am calling is because we need some additional information(give specific policy and exactly what we are needing). You can call us 24/7, and speak to a live representative to update this information. Please call us back ASAP as not getting this information could affect your policy. Thanks you.

Service Representative Bank Prospecting

CUSTOMER SERVICE REPRESENTATIVE Bank Prospecting

Vehicle Loans: Mail Process 1. Print the Auto ABS screen; circle the Lienholder in colorful marker and write, “Please call us regarding your Lienholder!” a. Mail approximately 10-20 per week from list. Client Calls Back From Mailer 1. We want to make sure lienholders are listed properly so we do not have any problems if we have to settle a claim. 2. It is important tom us and important to Matt that we have all the correct information on your policy. (Verify lienholder and contact information is correct.) 3. By the way did you know State Farm is a Bank? 4. Move directly into Bank Refi Word track and get information.

Phone Call Process

1. Print list of added/changed vehicles with lienholder. 2. Use Bank Refi Word Track. Voicemail 1. Hi (customer name), this is (your name) with Matt McCoy State Farm Agency. I was reviewing your policies today and Matt wanted me to check and see if you still had your (exact vehicle) financed with (current company). Please give me a call back as soon as possible so I can get this information updated.

Vehicle Loan Selling Points:

1. Total Loss Debt Cancellation a. We pay off their loan in the event that it is totaled and they owe more than the vehicle is worth. We will also pay their deductible up to $1,000 if they are State Farm insured. 2. Help with Gap Insurance cancellation a. We will help you get any refund owed to you from the cancellation of your GAP Insurance policy since we are offering for free. 3. Skip a Payment a. They will be able to skip a payment from their current loan. Their payment won’t be due for 45 days with State Farm Bank. 4. Convenience of our office being a one stop shop for all their insurance and financial needs. 5. We currently offer .15% off of vehicle loans when we have the payment drafted from a State Farm Checking account.

Vehicle Refinance AILI Questionnaire Name:

Vehicle:

Social Sec: Time at Residence: Housing Status:

Years Own

Months

Rent

Other

Monthly Rent or Morgage: $ Alimony or Child Support: Time as a SF Customer:

Yes Years

No Months

Employment Status: Length of Time at Employment:

Years

Current Employer:

Months

Phone:

Occupation: Gross Income: $ Other Income: $ Amount Requested: $ Loan Term:

Months

Vehicle Type: Mileage: Vehicle Options: Current Rate:

Current Payment:

Approved Rate:

New Payment:

Lienholder Account Number: Lienholder Phone Number:

LIEN-HOLDER Example Form

Custom Name: Name Address: Street Address Russellville, AR 72801 Policy: Policy Number Status: Paid on SFPP

Vehicle Details

Year: Make: Model: Body Style: VIN:

Company: Serving Agent: Eff Date Description: VIN: SFPP #:

SF Mutual Agent Name 7-20-14 to 1-20-15 2014 Chevrolet K1500 Pickup VIN Number Payment Plan Number

2014 CHEVROLET K1500 PICKUP VIN Number

MSRP base: 0.00 MSRP additional equiptment: 0.00 Odometer Information Odometer Reading: 195 Odometer Date: 03-2014 Vehicle Usage Annual Miles: 8,500 Use of Vehicle: PLSR/WK/SCH

Additional Intrests Lienholders Code: 99730 STATE FARM BANK PO BOX 5961 MADISON WI 53705-0961 Additional Insured/Lessors NONE Insurance Certificates NONE

l a c a s u e v i g e s a e l P 2466 regarding at 968- enholder. your Li , Thanks cCoy Mat M

This information on this document is presented for general informational purposes only and is not intended to serve as a declaration page or policy. State Farm Mutual Automobile Insurance Company, Blooming, Illinois

CUSTOMER SERVICE REPRESENTATIVE Bank Loan Procedure

Hi Mr./Mrs. (insured), This is (Your Name) with Matt McCoy State Farm. How are you today? (Respind) Well, I was reviewing your polices and Matt wanted me to check and see if you still had your (specific vehicle) financed with (their current lienholder)? Great! The majority of our policyholders allow us to see if we can save them money on their car loans. State Farm has some of the best rates in the nation with auto financing. We are saving people a ton of money by taking advantage of this opportunity! We always include our Payoff Protector, which is our version of GAP insurance, and on top of that if you were ever to have a total loss and you owe more than your vehicle is worth, we will pay any deductible that you have as well. I just need to get a little information from you to get this process started... Move stratight into the Vehicle Refinance Questionnaire.

CUSTOMER SERVICE REPRESENTATIVE Bank Prospecting

Home Loans: Mail Process 1. Print the Home ABS screen. Circle the Mortage Holder in colorful pen and write, “Please call me at 479.968.2466 so I can confirm your Mortage Holder!” a. Mail approximately 10-20 per week from list. Client Calls Back From Mailer 1. We want to make sure the mortgage holder is correct so we don’t have any problems setting a claim. 2. It is important to me and important to Matt that all your information is listed correctly on your policy. 3. Did you know State Farm has a bank and we have been able to lower mortgage payments for several customers by refinancing their home with State Farm Bank. 4. Set Appointment with Agent. Direct Call Process 1. Hi (customer name), this is (your name) from Matt McCoy State Farm Agency. I was reviewing your home policy and wanted to confirm your mortgage on the home is still with (bank name). Great. Matt also wanted me to check and see when the last time you refinanced your house was. We have been able to lower home payments for several customers by refinancing their home with State Farm Bank. When can you come in and visit with Matt regarding this? Voicemail 1. Hi (customer name), this is (your name) from Matt McCoy State Farm Agency. I was reviewing your policy and wanted to confirm we still had the mortgage listed correctly on your home. Please give me a call at 479.968.2466 so we can confirm as soon as possible.

DWELLING COVERAGE Example

Custom Name: Name Address: Street Address Russellville, AR 72801 Policy: Policy Number Location Address: Status: Active

Company: Serving Agent: Eff Date Description: Years with State Farm: SFPP #:

SF Fire Agent Name 9-22-14 to 9-22-15 Homeowners Policy 3 Policy not on SFPP

Fire Policy Information Coverages Code

Description

Limits

Dwelling

238,200

Personal Property

178,650

Loss of Use

Actual Loss Sustained

Personal Liability

100,000

Dwelling Extention up to

23.820

(Each Occurrence) Damage to Property of Others M

Medical Payments to Others

500 1,000

(Each Person)

Premium Adjustments Description Claim Record Home/Auto (Multi-line) Jewerly and Furs Special Coverage Backup of Sewer or Drains

Deductibles Type

Percent

Deductible

1,000

Additional Intrests Mortgagee

Amount

STATE FARM BANK FSB ISAOA/ATIMA CENTRAL LOAN ADMIN & REPORTING PO BOX 202028 FLORENCE SC 29502-2028 Code: 7435108009 Loan #:

-2466 8 6 9 t a l a c e us a our mortgage v i g e s a e l P an confirm y so I c tion. informa , Thanks cCoy Mat M

Service Representative Life Prospecting

CUSTOMER SERVICE REPRESENTATIVE Life Prospecting

Direct Mail 1. Print Home dwelling amount from ABS. Circle the dwelling amount with a note that says, “Give me a call, we want to make sure you are adequately covered.” 2. Put a note in their ABS page that you mailed Life Prospect Letter. 3. Pend for follow up call if customer has not called back after one week. 4. Mail 10-20 letters a week.

Client Calls Back From Letter

1. We sent the letter for two reasons first, we want to make sure that the coverage amount we have for your house matches what you think you could rebuild it for. Second, its important to me and important to Matt that you are able to stay in your house if something were to happen to you and we want to make sure you have a life policy to cover your house. 2. What we’d like to do is set a time to get together and review your options. 3. Set Appointment for matt or licensed Agent. Client does not Call Back after One Week from when Letter was sent 1. Hi (customer name), this is (your name) from Matt McCoy State Farm Agency, I was calling to follow up on a piece of mail we sent you last week. This was regarding the coverage amount on your home insurance with us. The reason we mailed that was for two reasons, first we wanted to make sure that the coverage we have on your house is adequate to replace in the event of a tragedy, and second we want to make sure you are able to stay in your house if something were to happen to you or your spose. 2. It’s important to myslef and Matt that our clients are properly protected. 3. What we’d like to do is set a time to get together and go over everything with you. 4. That way you will be able to make an informed decision of what’s best for you and your family. 5. Set appointment for Matt or licensed Team Member.

Life Pivot from Service Call

1. Complete at any client transaction 2. Goal: Gain interest in life quotes and set life appointments with licensed team member. 3. Word Track a. By the way, I noticed you don’t have you life insurance with us. Most people in your position who have their (current policies) with us also have their life insurance plan with us as well. It is important to me and it is important to Matt that we take care of all your needs and ensure you are properly protected. b. Set Appointment. Review appointment setting if needed.

DWELLING COVERAGE Example

Custom Name: Name Address: Street Address Russellville, AR 72801 Policy: Policy Number Location Address: Status: Active

Company: Serving Agent: Eff Date Description: Years with State Farm: SFPP #:

SF Fire Agent Name 9-22-14 to 9-22-15 Homeowners Policy 3 Policy not on SFPP

Fire Policy Information Coverages Code

Description

Limits

Dwelling

238,200

Personal Property

178,650

Loss of Use

Actual Loss Sustained

Personal Liability

100,000

Dwelling Extention up to

23.820

(Each Occurrence) Damage to Property of Others M

Medical Payments to Others (Each Person)

Premium Adjustments Description Claim Record Home/Auto (Multi-line) Jewerly and Furs Special Coverage Backup of Sewer or Drains

500 1,000

Please give us we want to make a cal at 968-2466, adquately coveredsure you are . Thanks, Mat McCoy

Deductibles Type

Percent

Deductible

Amount 1,000

Service Representative Appointment Setting and Quote Sheet

CUSTOMER SERVICE REPRESENTATIVE Appointment Setting

Word Track 1. Hello, this is (your name) from Matt McCoy State Farm Agent’s Office. I was just following up with your request to meet with one of our specialist in regards to Reviewing Your Policies to insure you are properly protected and to discuss life insurance options. We only have a few more spots open this week, would (give them a morning and afternoon option) be less hectic time for us to get together for about 30 minutes. a. Never ask a yes or no questions b. Always narrow it down giving 2 options to choose from c. Always give the appearance that calendar is almost full d. Overcome objections i. It is best if you come in so a (licensed agent) can make sure the coverage’s we have in place match the risk you have. ii. We also look for any additional discounts you may qualify for. iii. Want to make sure you are familiar with the policies and coverage’s you’ve chosen. 2. One last thing—what is your very favorite beverage, so I can have one ready for you when you come in to meet us. a. Make sure we have drink of choice in fridge. 3. We look forward to helping you make sure you have all the proper protection in place and look forward to meeting with you on (time/date appointment set.) We will give you a reminder call prior to the meeting. a. Pend to call day before to remind customer of appointment. 4. Call to Confirm—Hi (customer name) this is (your name) from Matt McCoy State Farm. I was calling to confirm your appointment to meet us at (appointment time.) I have a (beverage choice) ready and we are excited to meet with you. Do you know where we are located? 5. Prepare Appointment Folder for Agent morning of appointment a. Welcome Review Checklist b. Umbrella Review Form c. Opportunities List d. Online Registration Instructions e. Client Profile f. Decline Form g. Report Card

4. Options Be excited about the custom quote you prepared and reestablish what is important from prior questions (#1) and how you meet their needs with their custom quote then present OPTIONS to every customer: According to a recent statistic I heard, who knows how true it is, 80% of the Arkansas market has liability limits at 25/50. If you have decided that you are only going to write 50/100 and above you are limiting yourself to only 20% of the market. Never just give the customer 1 rate. We will almost simultaneously give atleast 2 rates. “The full meal deal with fries and a coke is ($xx), if you just want the burger we can be as low as ($x).” Use larger deductibles on comprehensice and collision and fewer optional coverage items for the second quote to lower the price. Your job is to get the prospect in front of you. Today’s people are shopping on price, staying because of value. Get them to our agency; sell your service, sell your value, sell to their needs, and delight them with your office environment durning appointments. Many customers will come to our office because we gave them a lower quote but they leave paying more premiums after we explain all their coverage options. 5. Respond to Objections:

C- Cushion (Feel, Felt, Found)

I understand completely, a lot of people have had that issue, this is what we have found

P- Probe (Pain Creating Questions)

Tell me how you feel about that? Can you explain why you feel that way? If State Farm is only going to pay this much, are you okay with paying the difference?

R- Response (Call to Action - Close)

Reaffirm they agree with you and then ask for the close. Since you understand that this is not enough coverage, why don’t we get you started with the right coverage today.

6. Jab-Jab-Uppercut If you don’t get the CC# - Go for the close atleast 3 times! • Fair enough... If you don’t mind me asking... is there something you would like further explination on? Or did I explain everything? • Makes sense... Is ther anything I went over that did not make sense? • Just curious.. Is there something you did not like about the quote? Are we saving you any money?

CUSTOMER SERVICE REPRESENTATIVE Quote Sheet

Call In: After answering phone, if customer asks for a quote and all licensed team members are busy: “All our licensed team members are currently helping other customers right now, but if you would like I can get some information from you and have one of them call you back with the quote as soon as they are free. Are you a current customer with our office or looking to join?” If Current Customer:

Name: Adding vehicle or replacing existing vehicle: Year/Make/Model: Financed: With Who: Monthly Payment:

If New Customer:

Auto Name: Address: Vehicles-Year/Make/Model: Current Insurance Company: Accidents/tickets in last 3 years: How much are you paying now: Loans-Finance Company, Monthly Payment: All Drivers birthdays, Driver’s Licence # Home/Renters Approximate replacement cost/how much insurance: Where are you currently insured-yearly cost: Paid through Morgage? Which Bank? Last Refi? Any claims in last 3 years? Current Deductible: Alarm System? Closing Statement: Thank you (customer name) for calling Matt McCoy State Farm today. I will get your information to a licensed agent as soon as one of them is free and they will call you back today. State Farm is the #1 home/auto insurer in Arkansas. We know price is very important but what makes us unique is we also spend time going over all your coverage’s to make sure families are properly protected. We will put together our best professional recommendation and call you back today to review. Thank you for your time.

CUSTOMER SERVICE REPRESENTATIVE Bring Auto to Life with C.P.R.

1. Lay the Foundation and Build Rapport with F.O.R.M. Family- Tell me about your family? Occupation- What do you do for work? How long have you worked there? Recreation- What do you like to do in your free time? Money- “State Farm will provide a lot of value for your money. Knowing your current financial state can help determine that the proper liability coverage is selected on your auto insurance and that we take into consideration any additional protection you may need.” 2. Find out what is Important to Them, Set up the Close, and Kill Objection: a. Do you make all of the insurance decision in your household? b. When was your policy last reviewed? c. What are coverage’s that are important to you? d. What are characteristics you are looking for in your insurance company? e. Is having the right coverage or price more important to you? f. In the worst accident, do you want State Farm to pay or are you willing and/or able to pay out of pocket? g. Have you been a part of a major accident or a family member or close friend?

Final Statement: Most Important!

State Farm is a unique company and there is a reason we are #1, we respect price however making sure families are properly protected is most important. I will spend time reviewing your policies and will make sure there are no concerns or risks for your family. I will put together my best professional recommendation - if I find concerns or risks I will be sure to present my solution, but if we can help you out with the price or coverage’s you want is there any reason why you would not want to switch to State Farm today? 3. Prepare Quote using 4 Price Attack Scenarios • If cost a lot more- make price irrelevant, focus on value of additional coverage’s (increase liab and/or plup) • If cost the same- sale the value of State Farm and your agency both are #1 and/or how our coverage is superior • If cost a lot less- fill gaps with additional policies and sale additional benefits or products • If ineligible- set expectation for a return call at next renewal of when event falls off record

• You can level with me... everything looks good... Is there something holding you back? • A lot of people have questions about their coverage... did we establish coverages you are comfortable with? • Just curious... do you have any concerns about State Farm? Perfect. What day of the month do you want your payment deducted? You can choose the 1st through the 28th. Which day works best for you?

Creating Doubt:

Most consumers when shopping for auto insurance will contact 2-3 carriers. You want to make sure your presentation stands out among the crowd. Why Matt McCoy? 1. I have (#) years experience with State Farm. 2. I live where you live. I am involved in the Russellville community. 3. We have (#) licensed Team Members that provide excellent service. 4. I can handle claims on the spot in many cases. 5. You have 24/7/365 service by calling my office number. 6. You get a network of 17,000 agents that can help you when you travel. 7. State Farm has been #1 in Auto Insurance for 64 consecutive years. 8. State Farm provides insurance for 40 million drivers. 9. State Farm is bigger than the next three competitors combinded.

After you have given the customer their options, and you are not able to set an appointment, (at this point you can tell if they are going to make additional calls), ask them the following questions: “If you’re shopping around; one of the services we provide is that we like to educate our clients so they recieve the best possible rates & service. Since we know price is one of the things important to you, make sure you ask whoever you call some of these questions: 1. Am I charged for adding on vehicles or dropping cars? 2. Is there any policy fees associated with this transaction? 3. Is my rate subjec to change? What can change it? 4. What happens to my price if I get a ticket? and an accident? 5. Do I lose any discounts if I get a ticket or have an accident? 6. Who is my local agent? Where is the local claims office? 7. What is the finance charge for paying my premiums monthly?

We are able to help lots of new customers lower their auto insurance prices because we find that they have been overcharged by their current provider due to hidden fees. The great news is, that with us you’ll always have Matt and myself who are dedicated to making sure you recieve not only a great rate combined with great service, you also get an insurance education that most of the insurances offices fail to provide. How does that sound?”

Starting the Follow Up Process

Be proactive on the follow up. Let the prospect know from the start that you or a team member will be calling them back soon. “Okay... this is what you can expect from us: We’re going to go ahead and mail out the quote we gave you today along with our business card. In a day or two either myself or one of my office representatives will call to check on you to see if you’ve made a decision or you need any additional help in getting the proper coverage’s. Even if we don’t get your business, don’t forget to ask those important questions I outlined, if you don’t have a pen, go get one, it’s that important. We’ll he in touch over the next few days. I’m guessing we’ll be adding you to our long list of new customers and I’m looking forward to meeting you.”

Added Service:

• Offer car loan refinance to every prospect. One extra question will allow you to use the loan prescreen tool to see if they qualify. The effort to save the propect money is appreciated even if they do not qualify. • Tell every new client that youc an provide multiple State Farm products and you can take care of all their insurance and financial services needs. Get information on other insurance lines and financial service products they currently hold. • Make sure you talk about Claims Service. State Farm is the best at handeling claims. • State Farm ranks #1 amoung the National Auto Insurance writers and #2 overall. • You should also review the excellent State Farm customer satisfaction rating in the American Customer Satisfaction Index.

SALES REPRESENTATIVE

Procedures and Expectations The Sales Representative plays a vital role in our agency. They are responsible for taking care of the new insurance needs of existing customers, as well as working and generating leads for new customers. Another critical role of the sale representative is multi-lining customers and selling deeper within the household. This includes reviewing coverage’s with new and existing customers to make sure all they do not have any gaps in coverage and all risk are protected with the proper insurance policy. The sales representative should be able to perform the following activities on a daily basis. All quote request should be called back within the day they were requested and all internet leads worked by end of day.

1. Walk-in Quotes and Customer Needs 2. Call-in Quotes and Questions 3. Internet Leads 4. Follow up on past quotes 5. Marketing to Existing Customers

Additionally, sales representatives are responsible for the following activities on a daily basis. These activities will be tracked and discussed with the sales representative on a daily basis at Team meeting every morning.

1. 5 Quotes per Person 2. 20 Outbound Phone Calls 3. If unable to make 5 quotes in a day: a. 10 calls = 1 quote b. 5 marketing letters = 1 quote

Finally, sales representatives are responsible for the following production on a monthly basis. This production should be broken down into daily goals and will be tracked and reviewed on a daily basis as a team.

1. 62 Total P/C Applications 2. 5 Financial Service Products a. 3 of which must be Life Insurance Products

Sales Representatives must have consequences for failing to meet minimum daily expectations.

• First Offense = Product Presentation on product approved by agent. • Second Offense = Role Play with product of agents choice. • Third Offense = Discussion with Agent.

Sales Representative First Impression

SALES REPRESENTATIVE First Impressions

Call-in Customers When a customer calls our office it is often the very first impression that they will have of our organization therefore it is our first opportunity to WOW the customer! How we handle the phone sends a strong message to the people that we are talking with and to those customers already in our office. Always keep in mind that we must strive to utilize our sales strategies whenever and wherever possible. Talking with our customers on the phone is one of our best opportunities to succeed. I. How to Answer the Phone in our office. 1. Before the phone is answered you should smile and be ready to give your full attention. Always try and answer the phone by the second ring. When you answer the phone use this greeting: “Good Morning (afternoon/evening), thank you for calling Matt McCoy State Farm Insurance, this is (your name) how may I help you?” II. The Five Forbidden Phrases – never use these. 1. “I don’t know.” We are in the business of knowing, confidence is key to selling. If you are unsure, you can say I will find out the answer and call you back. 2. “I can’t do that.” Don’t tell customers what you can’t do. Tell them what you can do for them. 3. “You’ll have to.” Customers don’t want to be told what to do. They are calling us for help. 4. “Just a Second.” Nothing gets done in a second so don’t tell them that. 5. “No.” When you say NO anytime during a conversation it sets a negative tone. III. Putting a Customer on Hold. 1. Ask the customer if they are willing to hold. 2. Always tell the customer how long you will be. 3. Make sure you never place them on hold for more than two minutes. 4. If you will be longer than two minutes, offer to call the customer back. 5. Always under promise/over deliver. If it will take 30 seconds tell the customer may take up to a minute. 6. Make Sure: a. The customer knows what you are doing for them. b. The customer gives you permission to be placed on hold. c. Return in the promised time. d. Thank Customer for Holding. IIII. Passing the Call to Someone Else. 1. If you have to pass a customer, follow these steps. a. Let the caller know what you are doing b. Give co-worker the customer’s name c. Tell co-worker what is going on so the customer doesn’t have to repeat themselves.

Sales Representative Auto Sales

SALES REPRESENTATIVE Auto Quote Expectations

1. Always Search ABS & Pro+ before beginning Quote. 2. Quote request should be completed on same day requested. a. Attempt to call first. b. Email quote request. c. Mail quote with handwritten note

i. Thank you for the opportunity to quote your auto insurance. Please review and give me a call if you have questions or would like to get started.

d. Start SMP.

i. Quoted Not Written. • Competitive but for whatever reason did not close. ii. Quoted Not Eligible. • Not eligible due to tickets/accidents or Credit. iii. Quoted Not Competitive. • Not Competitive with current insurance company.

3. Liability Limits and Coverage Details should always be discussed. a. Explain liability limits and recommend minimum of 100/300/100. b. Clearly explain all options on the Auto Policy. i. See document, “Insurance in Baby Terms.”

4. Auto should include quote for Multi-line discount.

a. Determine best policy to quote for multi-line discount based on need determined during quoting process. 5. All Competitive Quotes should have at least one follow-up. a. Be able to show where follow up are tracked. i. ABS Pends ii. Pro+ Task iii. Saved spreadsheet

6. Auto Quotes with Lien Holders. a. Vehicle loan should be submitted on at least 20% of auto quotes whether closed or not.

SALES REPRESENTATIVE

Auto Insurance in Baby Terms Liability Coverage- This is lawsuit protection “This pays for injuries you might cause; we pay up to your liability limits; anything above that you pay.” Property Damage- Repairs what you damage “This pays up to policy limits for the car, house, or mailbox etc. that you might damage. Damage that costs more than that, you pay.”

“I don’t know if you are worth more than that. I don’t know what your financial situation is but you could need more coverage, you might even need a 1 million or a 2 million dollar umbrella.” Med pay- Friends suing friends

“You’re a soccer mom driving your friend’s kids to practice, you’re in an accident and the other partents sue you for Medical bills for their kid’s injuries.” Rental Car- If you are using Comprehensice or Collision Coverage “If your rental car cost $100 you pay $20 and we pay $80 up to the limit of your choose.” Deductible- The amount you pay for damages to your vehicle when you are at fault in an auto accident. U/M Coverage- Pays for injuries of you and your family in your vehicle if the person that crashes into you does not have insurance or enough insurance.

Sales Representative Closing Form

SALES REPRESENTATIVE Closing

The closing is the most important part of our sales process. This is the time we are in front of new customers to State Farm, so we have the opportunity to set an expectation of how we conduct business at Matt McCoy State Farm Agency. The following should items are completed with every new customer. 1. Through review of all coverage’s customer is applying for.

a. Make sure customer fully understands what they are purchasing, so there are no questions at claim time. b. Note the customer’s ABS file that you reviewed all coverage’s with customer. Also, note that coverage’s that you offered and insured chose not to take.

2. Attempt to Multi-Line

a. Beneficial for both customer and agency.

i. Customer receives discount for having multiple lines with State Farm. ii. We are the best so any time someone comes to State Farm they are benefiting. iii. Studies show the more policies someone has with a company the less likely they are to leave.

3. Submit Vehicle Refinance

a. If vehicle has a lien holder we should submit loan.

i. 60% is minimum acceptable rate. ii. Use word track in booklet. 4. Complete All Documents in following order a. Declination Sheet b. Selection/Rejection c. Recurring Monthly d. Report Card

i. Had them this sheet and go get welcome packet while they fill it out.

5. Pend in ABS

a. Subject should be IFR b. Follow up date should be in future on date they would like to review policies. 6. Scan Documents into Policy Holders Records a. Give to service person to scan in.

7. Mail Thank you Card

a. Thank customer for business. b. Welcome them to agency. c. Get everyone in office to sign.

Vehicle Refinance AILI Questionnaire Name:

Vehicle:

Social Sec: Time at Residence: Housing Status:

Years Own

Months

Rent

Other

Monthly Rent or Morgage: $ Alimony or Child Support: Time as a SF Customer:

Yes Years

No Months

Employment Status: Length of Time at Employment:

Years

Current Employer:

Months

Phone:

Occupation: Gross Income: $ Other Income: $ Amount Requested: $ Loan Term:

Months

Vehicle Type: Mileage: Vehicle Options: Current Rate:

Current Payment:

Approved Rate:

New Payment:

Lienholder Account Number: Lienholder Phone Number:

Matt McCoy State Farm Agency Optional Auto Coverage

Decline

Comprehensive Coverage Collision Coverage Emergency Roadside Service Rental Reimbursement Coverage

Property/Lawsuit Protection Personal Articles Protection Renters Insurance Personal Liability Umbrella

Life Protection

Life Insurance Mortgage Protection Insurance CDs/Annuities

Health/Injury Protection

Hospital Income Accident/Injury Insurance Mortgage Payment Protection Disability Income/Paycheck Protection Long Term Care Asset Protection I would like to be called to review these options every: I acknowledge that I was offered and declined the products/services listed above and do not hold Matt McCoy State Farm liable should anything occur pertaining to the declined products. Printed Name:

Date:

Signed Name:

Matt McCoy State Farm Agency

State Farm Bank Vehicle Loan Selling Points 1. Total Loss Debt Cancellation

a. We pay off their loan in the event that it is totaled and they own more than the vehicle is worth. We will also pay their deductible up to $1,000 if they are a State Farm Insured.

2. Help Gap Insurance Cancellation

a. We will help you cancel any Gap Insurance adn secure your refund since we will be offering Total Loss Debt Cancellation for free.

3. Skip a Payment

a. You will be able to skip a payment from your current loan. Your next payment will not be due from 30-45 days with State Farm Bank depending on the date you choose.

4. Convenience of our office being a one stop shop for all their insurance and financial needs.

5. We are currently offering .15% off of vehicle loans when we have the payment drafted from a State Farm Checking account.

The sales representative has offered and reviewed the benefits of refinancing with State Farm Bank and I choose to stay with my current lien holder at this time. Printed Name: Signed Name:

Date:

SALES REPRESENTATIVE Report Card

Complete: While closing EVERY new household Goal: Great service + collect recommendations for quotes 1. This brings us to our final form. Would you say that I’ve answered all your questions and provided you with a great experience today? (Put the report card in front of them) 2. Very glad to hear that. That’s extremely important to me and also Matt, and part of how I’m evaluated and compensated is based on the grade you give me on this report card. 3. If there is any reason at all you feel you’d be unable to give me an A+ grade for the service I’ve provided you today, please let me know so I can fix that immediately. 4. You’ll also have a chance to get a Matt McCoy State Farm t-shirt. a. As you can see, there is a place for you to recommend some of your family and friends, just for a quote, there’s absolutely no obligation to buy anything. 5. While you are completing this, I’m going to get you your gift certificate and some State Farm gifts… a. Get up and Leave. Do not return until they are done writing referrals. 6. Thanks so much. If I could just ask you to do one final thing…These quote recommendations that you gave me, can you please let them know that I’ll be contacting them to provide their free quote?

Again, there is absolutely no obligation. If I’m not able to help them, or they are not interested, I won’t bother them again. We greatly appreciate your business!

We Value Your Feedback

When it comes to providing quality service, we donâ&#x20AC;&#x2122;t pass the buck. Every Matt McCoy State Farm associate is responsible for giving our customers the best service possible, because your satisfaction is very important to us. Please let us know how we are doing by filling in the boxes on our Service Report Card. Name: Address: Phone Number:

1. Why did you choose Matt McCoy State Farm Agency? Referred by Friend Billboard Yellow Pages

Newspaper Ad Postcard Other

2. Did we greet and help you in a friendly manner? 3. Did we provide you with accurate and easy to understand information? 4. Did we efficiently handle your transaction? 5. Did we address you by name during the transaction? 6. Was your transaction handled in a timely manner? 7. Did we present a professional image? 8. Was our office clean and neat? 9. Did we thank you for your business? 10. Would you refer us to a friend, relative, etc.? 11. Service Report Card: Final Grad on Todayâ&#x20AC;&#x2122;s Overall Service (A Superior, F is Inferior) A B C D F

Yes Yes Yes Yes Yes Yes Yes Yes Yes

No No No No No No No No No

Account Representative(s) who helped you today: Please Check the State Farm Services you would like information on: Auto Insurance Home/Renters Insurance Life Insurance Automobile Loans Health Insurance

Long Term Care Umbrella Policy Mutual Funds Annuities Internet Access Accounts

ATV Insurance Jewelry Insurance CDs/IRAs Boat Insurance Intrest Checking

The greatest compliment you can give us is the referral fo your friends and family, and we will mail you a $10 gift card or t-shirt just to say thank you for the referral. Name

Phone

Relationship

1. 2. 3.

Sales Representative In-Book Marketing

SALES REPRESENTATIVE In-Book Marketing

Many times there are customers inside our book of business who may not be taking advantage of all the services and products that State Farm has to offer. So, we need to reach out to them and market our products based on their need. Sales representatives are expected to market on a regular basis and several ways are listed below. 1. Run Prospecting List

a. Prospector + b. Control D Reports 2. Direct Mail a. Bank

i. Vehicle Loans ii. Home Refinance b. Life Insurance

3. Insurance & Financial Review a. Appointment Setting

4. Plus One

a. Ask about product customer doesnâ&#x20AC;&#x2122;t have when they call or come in for another transaction. i. Most of our customers who have their auto insurance with us also have their home or a renterâ&#x20AC;&#x2122;s policy. ii. Most of our customers who have their auto/home with us also have their life insurance plan here. a. Swapped Vehicles

i. 60% of swapped vehicles with a lien holder should have a submitted refinance with them.

SALES REPRESENTATIVE Bank Prospecting

Phone Call Process

Vehicle Loan Selling Points:

Vehicle Refinance AILI Questionnaire Name:

Vehicle:

Social Sec: Time at Residence: Housing Status:

Years Own

Months

Rent

Other

Monthly Rent or Morgage: $ Alimony or Child Support: Time as a SF Customer:

Yes Years

No Months

Employment Status: Length of Time at Employment:

Years

Current Employer:

Months

Phone:

Occupation: Gross Income: $ Other Income: $ Amount Requested: $ Loan Term:

Months

Vehicle Type: Mileage: Vehicle Options: Current Rate:

Current Payment:

Approved Rate:

New Payment:

Lienholder Account Number: Lienholder Phone Number:

CUSTOMER SERVICE REPRESENTATIVE Bank Loan Procedure

SALES REPRESENTATIVE Life Prospecting

Client Calls Back From Letter

Life Pivot from Service Call

SALES REPRESENTATIVE Closing Conversation

“Congratulations (client’s name), you have qualified for State Farm Insurance! Let me tell you a little bit about what makes us the #1 Insurance Agency in Arkansas... We protect our clients in every way we can in the event of uncertainty. There are 4 things that can happen to you in a car accident that concern our clients: 1. First, you could injury someone else or damage someone else’s property. We’ll pay up to ($xx) to protect you aganist a lawsuit. (BI/PD) 2. Next, your car could get damaged. You would only need to pay ($xx) and we’ll pay to gix everything else. (Comp/Coll) (Skip if Liability Only) 3. Third, we also have a hospital income policy, should you ever need medical attention due to an accident. We’ll pay you up to $250 for your ER vistit. If you are admitted into the hospital, we’ll pay you $250 for each day you are hospitalized. That’s over $7,000 per month! (Accidnt/Injury Health Insurance) 4. And lastly, God forbid you pass away due to a car accident or any other way, we will give ($xx) to the loved one(s) of your choice (spouse, kids, etc.). (Life Policy) “On top of ALL of that, we will also protect all of your belongings in your (home/ apartment/condo) up to ($xx)!” Jab-Jab-Uppercut If you don’t get the CC# - Go for the close atleast 3 times! • Fair enough... If you don’t mind me asking... is there something you would like further explination on? Or did I explain everything? • Makes sense... Is ther anything I went over that did not make sense? • Just curious.. Is there something you did not like about the quote? Are we saving you any money? • You can level with me... everything looks good... Is there something holding you back? • A lot of people have questions about their coverage... did we establish coverages you are comfortable with? • Just curious... do you have any concerns about State Farm? Perfect. What day of the month do you want your payment deducted? You can choose the 1st through the 28th. Which day works best for you?

SALES REPRESENTATIVE Appointment Setting

1. Appointment Setting Guidelines a. Never ask a yes or no question. b. Always narrow the appointment options down giving only two options. c. Always give the appearance that your calendar is almost full.

Start by presenting 2 options for the client to choose from…

1. Would tomorrow morning or tomorrow evening be a less hectic time for us to get together for about 20 minutes to review your options? 2. Ok great, I have 10 am or 11:30 available tomorrow morning, which is better for you? 3. Perfect! I’ll see you at (date/time/place). You will receive a reminder call the day before containing our appointment details. 4. Lastly, we love to show our clients appreciation. What is your favorite beverage so we can have that ready for you when we meet?

Appointment Objection Handeling 1. Feel - Felt - Found

a. I completely understand how you feel. b. Many clients felt the same way c. What they found was…(benefit statement)

Benefit Statment Example

1. What customers have found is that they are much more confident in their overall protection plan and really liked the fact that they were getting the best value for every dollar spent.

The Appointment is Declined

1. The reason why we meet with all our clients is so that you have an opportunity to make sure you have the coverage’s you need before you have an accident or claim that could cost you a lot of money. But I will go ahead and note your file that you declined our meeting.

SALES REPRESENTATIVE Ready, Aim, Call-Fire

Verbal Judo

“Hi is this (client’s name)? Hello (client’s name), this is (your name) from Matt McCoy State Farm. The reason I am calling is I see where we have quoted you in the past for an auto policy, and we have had a significant rate decrease saving people up to 40% and putting those saving back in their pocket. What Insurance company are you current using? GREAT NEWS! I just saved my last client over $500 a year by switching from (their current insurance company)!” Cold Call Script “Hello this is (your name) from Matt McCoy State Farm. We have been saving customers in our area up to 40%. We would love to mail you a free quote. All we need is the type of vehicle you drive.” • Set up a follow up Bank Pivot “By the way, did you know that State Farm has a bank? Most people don’t. Not only are we able to save people on their insurance payments we are also usually able to save people money on their car payments. While I am checking to see if we can save you some money on your insurance would you mind if I see if we can save you money on your car payment?” Pap Pivot “Do you have anything in your home worth over $1,000 that you are concerned about such as a computer? Great! We will put that on a seperat policy in case you lose it or break it - with no deductible!” Life Pivot - 80% of Service Calls “I noticed you don’t have (policy type), a majority of our customers in your situation have this policy to protect their (home, car, family, etc). It is important to myself as well as Matt that we do our best to protect your every need. Do you mind if I at least mail you a quote?”

CPR Questions

1. Do you make all of the insurance decisions in your household? (If no: Who is? When will they be home or When can I speak with them?) 2. When was your policy last reviewed? 3. What coverage’s are important to you? 4. What characteristics are you looking for in an insurance company? 5. Is having the right amount of coverage or price more important to you? 6. In a terrible accident, do you want State Farm to pay or are you willing/able to pay out of pocket? 7. Have you, a family member, or close friend been in a major accident?

Sales and Service Representative Vehicle Change

SALES AND CUSTOMER SERVICE REPRESENTATIVE Added or Swapped Cars

Complete: Everytime a client purchases a new car Goal: Increase all auto coverage limits at least one leavel and submit an auto loan app Always - tap into the emotion new cars envoke in people by taking a sincere intrest in their new purchase. This is our opportunit to properly protect our clients, many of which have outdated coverage’s on their vehicle, leaving them exposed to lawsuits. 1. (Sound Excited!) Congratulations on your new car! What kind of car did you get? I heard those are great cars! 2. Is this an additional household vehicle, or are you replacing one of your current vehicles? 3. Great! Tell me some more of the details about your new car…(year/make/model, mileage, usage lienholder, quote auto increasing the liability limits at least one level.) a. Run bank pivot on every auto with lienholder 4. First off, it’s really important to me and important to Matt that you are aware of all discounts you are currently receiving. Because you qualify, you are receiving discounts for (review discounts they are receiving? 5. Let me tell you what your coverage includes on your new car (ask about increased liability, review all other coverages and deductible, ask about H & rental if not already on.) 6. Let them know they need to come in and sign documents. Most customers expect to do this any way when they purchase a new vehicle. Have the following forms ready. a. Selection rejection form. b. Vehicle refinance Declination c. Declination sheet.

i. Review importance of Life insurance since they added debt to household.

T. A . C .T. I . C . S . Training • Accountability • Captains • Team Work • Impression • Close • Service TM

This book was created for training purposes.