PROFESSIONAL AGENT July 2018
What's Inside? E&O Claim Reporting .......11 Massive Sales Success......13 New Members ....................14 Move Customers to Buy..18 Convention Highlights ....20 Education Section .............22 New CICs, CISRs, CISR Elites .............................22 WI Legislative Update ......28 When an Employee Becomes a Cybercriminal......................32
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From the
President Jodi Cordes, CIC, CRM, CPIA — President, PIA of Wisconsin
Where does time go? It is hard to believe that my term as President is just about over. Next month a new PIAW President will be voted in at the 69th Annual Convention. This does not mean that the organization starts over with goals and ideas, rather it continues to move forward with plans set forth by the current leadership team. This past year the PIAW Board of Directors have started projects that will put us in the position with Wisconsin being noted nationally, continuing growth in the organization, pushing us more into the digital age, and setting forth a plan to perpetuate the association. This does not end and start over with new leadership, this work continues on with a great team of board of directors. I am proud to say that the board of directors I have worked with over the past 5 years, especially this year, is a great representation of our membership. All are professional and dedicated to meeting the needs of our members and committed to vaulting the PIAW into the future. I also owe great gratitude to Ron and all the PIAW staff for the hard work they do. This is a group of folks that are also dedicated to the members, the organization and representing this industry in the most professional manner. As mentioned, this past year has set wheels in motion for great things to come into the future. We have streamlined our member sponsorship commitment process by allowing our sponsors to commit one time a year to be part of all the PIAW events. We are becoming more active in social media, and updating
templates and lists for news/informational emails. We are looking at our website to ensure ease of use for our members. All of this is to keep you, our members, informed and educated on current affairs of the PIAW. I invite you all to register for the 69th Annual Convention in La Crosse, WI. This year you will want to attend the business meeting to hear more about the upcoming changes and direction of the PIAW future succession. As a member of the PIAW, this is your opportunity to hear, in person, the important happenings with your association. The convention also brings numerous opportunities for continuing education credits, 5 hours of sales training, and we will end the convention with an hour with the local FBI/ US Attorney Generals Office discussing real life examples and ramifications of computer crimes that have occurred. If you care about your livelihood, then you should make this event to meet your peers and people that are representing you at the PIAW. As I close, I would like to thank all of you that participate, commit to giving back to the organization, and support your insurance industry by being a member of the PIAW. I have met some of my best friends through this organization and look forward to continuing to serve. As I reflect on my past year, I wonder where all the time went‌ Thank you!
JULY 18 3
Memos from
Madison Ron Von Haden, CIC — Executive Vice President, PIA of Wisconsin
Access to markets and EFORMS; automated workflow management will be unveiled at the convention in La Crosse. A NEW BENEFIT for you and your agency is now available from PIAW! Guaranteed issue life insurance, with no medical underwriting, up to $250,000 at very competitive group rates. You can cover yourself and/or your agency staff even if you have health issues. We also have AD&D, group accident, group critical illness and group long term disability. Coverage is simple to rate and bind electronically with low monthly premiums. For more information, visit the PIAW web site at www.piaw.org or contact Heidi Hodel at hhodel@piaw.org. OTHER NEW MEMBER BENEFITS, including access to markets and EFORMS; automated workflow management will be unveiled at the convention in La Crosse. Convention attendees will get first shot at these exciting new member benefits. 2018 – The Year Of The Phish: While it may be the Year of the Dog in China, 2018 in the United States is expected to be the Year of the Phish. We are talking about unscrupulous attempts to obtain your financial or personal information by sending a legitimate-looking email that coaxes you to provide it. You have seen them, “Click here to log in and verify your account.” While the early attempts were pretty obvious to spot – typos, grammatical errors, “Chinese English”– the more recent iterations can look legit. The cleverly targeted attacks even use logos and links to companies you do business with. According to Beazley's 2018 Breach Briefing notes, while ransomware attacks rose 18 percent last year, businesses also faced a new type of phishing threat that targets direct deposit information. Bad actors phish for email credentials, change direct deposit information in employee self-service portals and then redirect
paychecks. If the criminals can access W-2 information through the payroll processor, they can also file a fraudulent tax return or use the employee’s Social Security number to open lines of credit. This tactic can also be used to target HSA’s, FSA’s and 401(k)s. The report recommends that companies use two-factor authentication for external access to all applications, train and educate employees about phishing, and enforce strong password policies, among other steps. Criminal "Mastermind" Arrested twice in a week over fake insurance card. If at first you don’t succeed, try something stupid again. That appeared to be the philosophy of a New Jersey man who was arrested twice in one week for trying to pass off a fake insurance card as the real deal. Michael Capriotti, 55, was driving with a suspended license on March 20 when he was stopped by a police officer and was arrested and his vehicle impounded when he presented an insurance card on which numbers had been cut and pasted over the effective and expiration dates. Two days later, Capriotti arrived at the police headquarters to retrieve his car and gave the police clerk another fake insurance card. This one turned out to be a photocopy of the first fake card, police said and he was arrested again. No word on whether he tried to present a third insurance card written in crayon. They walk among us, people! From an article in Insurance Business Magazine. AND REMEMBER…..Pity your boss, the poor guy has to get up early to see who comes in late.
Cyber Liability coverage: Don’t run your agency without it. The average cyber claim payout is nearly $1 Million. Will your agency survive a cyber breach without the proper coverage? Don’t take the risk….get a cyber policy from PIA today! Your agency depends on your computer system, confidential client information and website operation every day. PIA’s cyber policy gives you options to protect your agency and your livelihood. Get special “PIA only” coverage enhancements from an “A” rated company. As an insurance agency, you are trusted with storing private client data such as driver’s license numbers, birthdates, addresses, credit history, health information and more. The bottom line is….you are responsible for protecting your client’s data and you can be liable if it is compromised. Protect yourself. Call or email Heidi at PIA. (800) 261-7429 or hhodel@piaw.org .
4 JULY 18
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From the
Boardroom By Julie Ulset, CPIA, Secretary of PIAW
As a CSR how do you do more with less? Ever wonder how you will accomplish all the tasks on your desk and still be able to give great customer service. This year the CSR award was based on just that. As a CSR how do you do more with less? Here are some great tips from the applicants that applied for the CSR of the year award in 2018. Find out in Lacrosse on August 2, 2018 who the CSR of the year is and what their tips are. Organization Keep your desk clutter free, clean, and organized. File those emails, keep individual renewals in a folder by the renewal date, and shred any unnecessary documents. Lists Make a list throughout the day of what needs to be accomplished. Before you leave make a list of what needs attention the next day in order of importance. Mark them off as you finish and change the order based on necessity. Communication Communicate with your producers on a regular basis and see what and when they need something. Is it an automatic renewal or do you need to remarket the account? At the beginning of each month review the list and see what needs to be done with each one.
a time to review your incoming emails and reply to them. The constant need to review everything is a constant interruption of what you have been working on and you lose focus. Learn to Say NO Saying No is a very important skill. Saying No shows you care about the tasks at hand and want to make sure you accomplish those before taking on more than you can chew. Finish What You Start We all know how it is to be sidetracked in the insurance world, the phone rings and we pick it up. Finish your first task before starting another. Once that one is finished go on to the next. Take a half hour. Let the voicemail pick up that call and finish the task at hand. Breathe Take a short walk, eat your lunch away from your desk, do some breathing exercises, you could even do jumping jacks. By taking a break you can come back more energized and accomplish more throughout the day. These are only a few tips on how can you do more with less. Take one or two and apply them to your day and see how well your day goes. I’ve tried a few, and I was surprised on how much these tips helped me.
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6 JULY 18
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JULY 18 7
OCI Administrative
Actions Ted Nickel — Commissioner of the Office of Insurance
Wisconsin OCI Orders Agent to Repay Over $1 Million Madison, WI—The Wisconsin Office of the Commissioner of Insurance (OCI) has determined insurance agent Blanche Berenzweig violated Wisconsin insurance law when she engaged in multiple unfair trade practices involving an elderly consumer. Specifically, she appointed herself the consumer’s power of attorney, effectuated personal financial transactions, and knowingly allowed herself to become beneficiary of the consumer’s annuities, all violations of state law. OCI is responsible for overseeing the operations and marketing of insurance companies and agents in Wisconsin. Each month, OCI releases an administrative action report which details all actions taken by OCI against agents and insurers. This particular administrative action was notable for its gravity. "OCI Staff Attorney Lauren Van Buren, Advanced Insurance Examiner Renee Fabry, and many other individuals inside and outside of OCI work diligently to ensure consumers are protected from insurance agents, such as the agent in this case, who seek to benefit or profit from violations of insurance laws," stated Insurance Commissioner Ted Nickel. "We're hopeful this case will serve as a warning to others who are considering taking advantage of vulnerable, elderly insurance consumers." In addition to over $1 million in repayment, Ms. Berenzweig's insurance license has been permanently revoked. Ms. Berenzweig is ordered to pay an additional $3,000 in forfeiture, and she may not receive, retain or benefit in any way from the proceeds of the annuity contracts involved. Madison, WI—OCI has taken the following administrative actions. In many of these cases the respondent denied the allegations but consented to the action taken. Any forfeitures paid in these administrative actions are deposited in the Common School Fund which is administered by the Board of Commissioners of Public Lands. The earnings from this fund are distributed to all public K-12 schools in Wisconsin and are used by school libraries to purchase books. Copies of the administrative action orders may be viewed online at https://ociaccess.oci.wi.gov/OrderInfo/OrdInfo.oci. OCI is responsible for overseeing the operations and marketing of insurance companies and agents in Wisconsin. OCI encourages anyone with a question or a complaint regarding an insurance company or agent to contact the office at this toll-free telephone number: 1-800-236-8517.
ALLegAtions And Actions AgAinst Agents Veravavilova Akinyi, 225 W. Sunny View Dr., Apt. T, Oak Creek, WI 53154, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Brian A. Barwick, P.O. Box 925, Redgranite, WI 54970, agreed to the surrender of his Wisconsin insurance license. He further agreed to the imposition of a forfeiture assessment of $3,500.00, to be paid at the time of his licensing reinstatement application. If one or more of the criminal convictions are overturned, or if satisfactory evidence showing that any or all of the involved criminal charges and convictions were timely reported to OCI, the forfeiture amount to be paid as a precondition for licensure may be reduced. These actions were taken based on allegations 8 JULY 18
of failing to timely report criminal charges and convictions to OCI. Monique S. Bonds, 10404 W. Hampton Ave., Apt. 3, Milwaukee, WI 53225, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Joseph P. Carpenter, 1125 S. 71st St., West Allis, WI 53214, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Jason J. Fleming, 11487 76th Ct. N.E., Albertville, MN 55301, agreed to pay a forfeiture of $500.00 and agreed to timely and
fully report to OCI all matters required to be disclosed. This action was taken based on allegations of failing to timely report to OCI an administrative action taken by the state of Minnesota and failing to disclose the action on a licensing renewal application. Andre L. Harris, 3021 Palmer Dr., Apt. 4, Janesville, WI 53546, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.
activities. Roger A. Mathison, 5024 178th St., Chippewa Falls, WI 54729, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.
Chad L. Hauber, 501 E. Jefferson St. E., Apt. 34, West Salem, WI 54669, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.
Garrett P. Morrell, 150 S.W. 12th Ave., Ste. 310, Pompano Beach, FL 33069, was ordered to pay a forfeiture of $1,500.00 and was ordered to timely and fully report to OCI all matters required to be disclosed. These actions were taken based on allegations of failing to timely report administrative actions taken by the states of Idaho, North Dakota, and Delaware.
Martha R. Henderson, 41 Park Heights Ct., Apt. 1, Madison, WI 53711, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.
Maryellen F. Scanlan, 2408 Springdale Rd., Apt. 102, Waukesha, WI 53186, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.
James K. Hughes, 123 Winding Hollow Ln., Coppell, TX 75019, was ordered to pay a forfeiture of $1,500.00 and was ordered to timely and fully report to OCI all matters required to be disclosed. These actions were taken based on allegations of failing to timely report administrative actions taken by the states of Virginia, Washington, and North Carolina.
Jada L. Sims, 789 Hammond Dr., Apt. 2609, Sandy Springs, GA 30328, was ordered to pay a forfeiture of $3,500.00 and was ordered to timely and fully report to OCI all matters required to be disclosed. These actions were taken based on allegations of failing to timely disclose administrative actions taken by the states of Georgia, Louisiana, North Carolina, Virginia, and Ohio.
Dana Hutchison, 13430 N. Black Canyon Hwy., Ste. 290, Phoenix, AZ 85029, was ordered to pay a forfeiture of $3,000.00 and was ordered to timely and fully report to OCI all matters required to be disclosed. These actions were taken based on allegations of failing to timely report administrative actions taken by the states of Indiana, Oregon, Delaware, Maine, and California.
Robert T. Unger, 275 Nekimi Ave., Oshkosh, WI 54902, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.
Diane A. Jarvis, 19155 Hi View Dr., Brookfield, WI 53045, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Andrew Lavoi, 22225 Hillcrest Dr., Waukesha, WI 53186, agreed to the permanent surrender of his Wisconsin insurance license. This action was taken based on allegations of having a criminal conviction that may be substantially related to insurance marketing type
Joseph A. Weber, 8468 E. Ridge Dr., Pleasant Prairie, WI 53158, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Adam J. Wedan, 2944 W. Point Rd., Green Bay, WI 54313, had his insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes. Andrea L. Winter, N58 W23861 Hastings Ct., Apt. 504, Sussex, WI 53089, had her insurance license revoked. This action was taken based on allegations of owing delinquent Wisconsin taxes.
Allegations and Actions Against Companies None to report.
JULY 18 9
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11 JULY18 18 11 JAnUARY
Four Keys to Massive Sales Success I was recently speaking with an extremely successful executive (he asked to remain anonymous) who is known for being able to walk into an organization, clear away all the clutter and b.s., and make them extremely successful. He boiled his process down to four keys which can also be applied to successful selling. Four keys to sales success
Where people complicate the issue is when they start looking for the shortcuts, the simpler, easier way. There isn’t one. Hiding behind social media, e-mail, and reactive marketing will never take the place of in-person calls and phone calls. Set your annual, monthly, and weekly goals, and then calculate your daily activity (how many people you need to talk to). From there, practice and prepare for all sales situations and scenarios. Finally, get out there and make the contacts necessary. As a salesperson, producer, agent, or whatever you call yourself, your first job is to sell. Everything else is just a distraction. Simple. Key #2: Innovation Innovation is all about value and standing out from the rest of the pack. How do you deliver more, how are you better, and how are you different in a good way? Just as important, how can you deliver more, how can you be better, and how can you be different in a good way? Where are you, your company, and your product truly unique and how can you further adapt, change, improve, and stand out (deliver more value)? Of course this begins with you. You are the one thing the competition does not have. If you are willing to out-service, out-work, and out-relationship the competition, you will stand out. How can you personally deliver more value? It can start with handwritten thank-you notes and gifts to let people know they are appreciated. It can include adding products and services, or augmenting them. You can also add hours of operation, be more responsive, or add features such as home delivery. You’re looking for anything that enhances and improves the client experience. Anything that better meets the needs, wants, and desires of the client. Innovation also means not resting on your laurels and realizing that what has made you successful thus far, may not be what makes you successful in the future. This is challenging the old rule of “If it isn’t broken, don’t fix it”, by improving further on what already works. It’s refusing to say, “This is the way we’ve always done it” and “That’s good enough.” It’s asking questions like, “How can we bring something completely new to the industry?” “How can we turn the standard way of doing business on its ear?” “How can we reinvent the wheel and make it better?” Bottom line: what can you do to further standout and deliver more value? Key #3: Passion Successful people at the highest levels are the most passionate about what they are doing. For many, their work is not work, it’s love, they’d
By John Chapin
Key #1: Simplicity The formula for success in sales really is simple. It comes down to talking to enough of the right people the right way. That means talking to plenty of qualified prospects and having the skills necessary to find a problem, solve the problem, and getting them to take action on the solution.
do it for free. Passion is all about the personal WHY. It is the deeprooted reason you work crazy hours, persist through failure after failure, and keep getting up no matter how many times you get knocked down. Ideally that passion comes from helping clients, a strong belief that people want and need your product, and enthusiasm about the personal life that sales allows you to live. For most people, the personal why is the strongest. This usually includes either proving something to yourself and others, acquiring money and possessions that give you feelings of fulfillment and help you reach your highest life values such as freedom, helping and contributing to the important people in your life such as your kids, parents, and friends, or a combination of all three. In many older clients I’ve also seen a passion to get out and help new customers knowing that their years of experience put them in a unique position to “save” others. Still other people may have a passion for meeting new people and making new friends. Others have such a belief in their product they seem to have a save-the-world mentality. Whatever your passion is, it is the fuel that will drive you and keep you going. If strong enough, it will get you up early, keep you up late, and give you tons of energy. In order to find it you have to ask yourself what’s important to you in life. What will you fight for or die for? What are your most important values? What do you care most about? Once you know what those deep, emotional drivers are, the next step is to tie those to going out and selling your product or service. Key #4: Execution This is all about taking action. Getting out there and doing what needs to be done. Nike. “Just do it.” Once you know what you want to do and why you’re doing it, put a quick plan together and take action on it. Don’t make it a big complicated plan, again, think simple. Then execute on the plan as soon as possible. Don’t worry about it being perfect either. Just take action and then course correct as you go. Generally speaking, the more action you take, the faster you’ll get to success. John Chapin is a motivational sales speaker and trainer. For his free newsletter, or to have him speak at your next event, go to: www. completeselling.com John has over 29 years of sales experience as a number one sales rep and is the author of the 2010 sales book of the year: Sales Encyclopedia. You can reprint provided you keep contact information in place. E-mail: johnchapin@completeselling.com JULY 18 13
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10 Motivations That Move Customers To Buy
By: John Graham
Why salespeople lose sales Contrary to what many people believe, most salespeople want their customers to make good decisions. They want them satisfied, whether it’s buying shoes, home improvement, a vacation package, a car, or an insurance policy. Even so, salespeople accidentally lose sales. They leave customers unsatisfied, not dissatisfied. Customers become dissatisfied after making a purchase; if they’re unsatisfied, they walk away before buying. Intent on rattling off features and benefits, salespeople forget they must understand the customer’s need to buy before the facts will make sense. In doing so, they overwhelm customers. Why do salespeople do this? They want customers to make informed buying decisions. But this is the fallacy. It’s not until after the sale that the rational stuff makes sense to customers. What must come first is the inner motivation for saying yes.
A salesperson’s most important task Here’s the point: it’s the wow that grabs attention and excites customers. The salesperson’s task is figuring out what it is that motivates a customer. Once that button is pushed, the facts serve to justify the purchase. 18 JULY 18
Here are 10 motivations that move customers to buy: 1. To enhance their status. There are certain things we want to buy because they tell a story—buying a home or designer sunglasses, taking an exotic vacation, dining at certain restaurants, having an expensive vehicle, wearing certain clothing, or even having a certain hair style. “The beautiful objects that we prize are really signs to others that they should prize us,” writes Matthew Willcox in The Business of Choice. 2. To make a dream come true. We’re surprised when someone makes a purchase that’s “out of character,” as the saying goes. When asked about it, the person responds, “You know, I’ve always wanted it and I’ve been saving for years. It’s a dream come true.” 3. To make amends. We may view ourselves as independent and free from past influences, but our purchases may tell a different story. A woman had a rocky relationship with her mother, but the first car she bought was the brand her mother always wanted. 4. To be defiant. Someone says, “That’s not a good idea. Is that something you really need?” or “You can’t afford that.” Such words become challenges, powerful forces driving us to “show them,” while pointing out how easy it is for adults to demonstrate adolescent behavior. 5. To feel good. There’s more than one type of self-medication. Close to the top of the list may be buying stuff to make us feel
better. A cup of hot cocoa on a cold winter night, a plate of Mac and Cheese, a latte, and, of course, fries. But, like other types of selfmedication, the effects wear-off and it’s time to do it again. 6. To feel safe. Some things go beyond just feeling good; we also want to feel safe. The old idea that “your home is your castle,” a place with thick walls and a moat, is as current today as it was centuries ago. This may be a reason why tourists flock to visit them. We buy everything from deadbolts to security systems to insurance policies and organizational memberships to help us feel safe. 7. To forget our problems. Whether it’s buying clothes to help us “look the part” or taking an exotic vacation to get “recharged,” purchasing our way out of problems is nothing new. During The Great Depression, Americans went to the movies to forget their misery and in the 40s to take their minds of the horrors of war. Today, we binge on Netflix and hit the Amazon buy button. 8. To make a statement. Why do so many former jocks, who are now sportscasters, don three-piece bespoke suits, while CEOs and salespeople shed theirs for open collar shirts? It almost looks as if they’re trying to trade places. Helping immigrants lose an accent is a growing business. And then there’s the big and powerful pickup truck with its own message. Much of what we buy is to make a statement.
9. To feel we’re somebody. Kit Yarrow, Ph.D., the author of Decoding the New Consumer Mind, describes the big change that’s occurred in how we shop and our reasons for buying. “Most notable is an increased emphasis on the fundamental need to be seen, respected, and connected,” says Yarrow. 10. To reward ourselves. While it’s obvious that Starbucks sells coffee, that’s misleading. What they sell are low-cost rewards. It’s easy to drop $4 plus for a latte and not much less for a Tall coffee. But the cost is small compared to shoes, jeans, a getaway vacation, a dinner out, or some other splurge. We reward ourselves to fit our finances, but never get around to adding it all up. One report indicates that the average person spends over $700 a year on coffee alone. Customers respond positively when they believe salespeople understand them. When this doesn’t occur, they’re unsatisfied and they leave. Something is missing and piling on reasons for saying yes is useless. Information overload only makes it worse. Once an emotional need is met, the facts make sense and the sale closes. John Graham of GrahamComm is a marketing and sales strategy consultant and business writer. He is the creator of “Magnet Marketing,” and publishes a free monthly eBulletin, “No Nonsense Marketing & Sales Ideas.” Contact him at jgraham@grahamcomm. com or johnrgraham.com.
There when it matters most. with
Commercial Insurance When it comes to the independent agency system, Donegal is all in! Donegal remains 100% committed to using the independent agency system exclusively to sell our products. As an independent agency we realize you have lots of choices when it comes to recommending commercial and personal insurance coverage options for your clients. That’s why Donegal delivers competitively priced insurance products and outstanding claims service. In addition, agencies appreciate our timely underwriting and superior technology that makes quoting and issuing Donegal policies easy. Plus, Donegal’s total compensation package is recognized as one of the best in the industry. A 100% commitment to the independent agency system, another way Donegal is “There When It Matters Most” for independent insurance agencies. To learn more visit sheboyganfallsinsurance.com or call Connie Jones at 800-242-7698 ext. 2800
SheboyganFallsInsurance.com
JULY 18 19
Convention Highlights Course Highlights! 9 Wisconsin CE to Choose From, Plus a Sales Track! Register today at piaw.org Thursday – August 2 8:00 – 10:45 a.m.
Concurrent Sessions
“How to Turn Anyone’s Service Mindset into a Sales Accelerator using Five Letters, Four Circles and Fourteen Words” Although this program title is cryptic, the take away lessons for participants in this session are simple, rocksolid and based on decades of research in behavioral psychology. You will leave with immediate action steps that high-performing CSRs all over the country use to sell while they serve. Sheldon Snodgrass, MBA (no CE)
“Cyber Liability” Evolving Market, Market Growth, Recent Events, Claim Scenarios, Policy Language, Carriers, Limits, Data Breach Calculators, E&O Issues James Kuerschner, CIC, Society Insurance (3 WI CE #6000018527)
3:15 – 5:00 p.m.
Concurrent Sessions
“Sales Change=Behavior Change” Master a three-part method to strengthen the habits that serve you and replace the ones that don’t. Based on pioneering research in the field of human performance this session explores the fundamental elements of habit patterns that shape our results at work and at home. You will leave with a fill in the blank framework to help you amplify the habits that serve you and transform the ones that don’t. Sheldon Snodgrass, MBA (no CE)
“Intro to Cyber Insurance” Evolution of Cyber Coverage, ABA Insurance Services Experience, Targeting Small Business, Seven Exposures, Policy Structure and Other Considerations Lisa Micciche, CPA, David Rupnow, CPCU, RPLU ABA Insurance Services (2 WI CE #6000022755)
Friday – August 3 8:30 – 10:30 a.m.
Concurrent Sessions
“Understanding Cybersecurity, Breaches, and Complications” While breaches of large and well-known organizations are commonly in the news, organizations of all sizes are targets. By relating its experiences from conducting forensic investigations and responding to real-world incidents Sikich will show the tools and techniques commonly used. Also, indicators, what to do, recommendations and tools to evaluate and test your security posture. Kevin Bong, Sikich LLP (2 WI CE #6000023795)
“Life, The Next Generation” This course will expose participants to concepts in Life Insurance including the basics of various types of Personal and Business Life Insurance as well as changes in product offering, policy types, policy riders, and life insurance trends. Discuss the concepts used by insurance companies to price and underwrite common types of Life Insurance including contractual elements and how these policies should be used by agents and integrated into consumer’s insurance needs for better overall consumer protections. This course targets all levels of insurance professionals including beginners and seasoned veterans. Todd Davis, CIC (2 WI CE #6000026305)
10:45 – 11:45 a.m. “FBI on Cyber Crimes” Special Agents of the FBI and a federal prosecutor will discuss computer crime risks and how the FBI is able to respond to them. They will look at specific recent examples, investigations, prosecutions and trials. The agents and prosecutors will show how they cooperate with victims to seek justice and financial recovery. (no CE) 20 JULY 18
WIN $1,000 CASH! One lucky convention attendee will walk away with $1,000 cash at the end of this session. All fully registered agents are eligible for the final drawing that is sure to put a huge smile on someone’s face and a bulge in their wallet. You must be present to win so register today at piaw.org.
Convention Highlight / Friday, August 3 FBI on Cyber Crimes Special Agents of the FBI and a federal prosecutor will discuss computer crime risks and how the FBI is able to respond to them. They will look at specific recent examples, investigations, prosecutions and trials. The agents and prosecutors will show how they cooperate with victims to seek justice and financial recovery.
THANK YOU TO OUR GENEROUS SPONSORS
Gold Sponsor
Motorist Insurance Group Pekin Insurance Society Insurance The IMT Group
Silver Sponsor
Badger Mutual Insurance EMC Insurance Companies Emergency Fire & Water Restoration Rockford Mutual Insurance
Convention Sponsors Elite:
Premier: Continental Western Group-A Berkley Co Champion: AAA Wisconsin Axley Brynelson, LLP Berkshire Hathaway GUARD Insurance Companies Germantown Mutual Insurance Company
Progressive Insurance SECURA Insurance Sheboygan Falls Insurance Company Western National Insurance Group
REGISTRATION AVAILABLE AT PIAW.ORG JULY 18 21
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NEW CICs
The Certified Insurance Counselors (CIC) Program has been the insurance industry’s premier, proven source for practical, real-world education since 1969. For insurance professionals everywhere, the 20 hour Institutes represent a thoroughly rewarding learning experience, led by accomplished insurance and risk management speakers. Are you ready to challenge yourself?
Daniel Buss, CIC West Bend - A Mutual Insurance Company West Bend, WI Beth Christiansen, CIC, AIC Vizance, Inc. Hartland, WI
Lorie Lykins, CIC, CISR Dross Countryside Insurance Merton, WI
Jonathon Zwettler, CIC Baer Insurance Services, LLC Madison, WI
Ryan Manthei, CIC A B Schmitz Insurance Agency Inc. Kenosha, WI
Kellye Golden, CIC, CPCU Wisconsin Mutual Insurance Company Madison, WI
NEW CISRs
The CISR Program empowers outstanding individuals to provide exceptional customer service. Join the many thousands of insurance professionals who have already experienced the benefits.
Elyn Hoefs, CISR TRICOR, INC. Wisconsin Rapids, WI
Karri Moore, CISR Trottier Agency, Inc. Kenosha, WI
Kelly Killian, CISR Robertson Ryan & Associates, Inc. Mequon, WI
Jamie Myers, CISR Hudson, WI
Mark Wildermuth, CISR Liberty Mutual Insurance Milwaukee, WI
This new status is for CISRs who aspire to be more, and passed all nine CISR courses. Heather Wendland, CISR Elite TRICOR, Inc. Tomah, WI
Renee Vanden Boom, CISR Elite Ansay & Associates, LLC Larsen, WI
Penelope Zabinski, CISR Elite TRICOR, Inc. Tomah, WI
CIC RUBLE SEMINARS
Exciting update options for CICs, CRMs & now CISRs! 16 WI CE (Includes 4 optional Ethics) October 10 & 11 / Graduate Ruble / Radisson – Green Bay, WI February 13 & 14 / Graduate Ruble / Crowne Plaza – Milwaukee, WI Visit www.piaw.org or call PIA at 1-800-261-7429
22 JULY 18
ceRtiFied insURAnce seRVice RepResentAtiVe ELEMENTS OF RISK MANAGEMENT 7 WI CE Credits. Course # 69357
Insurance professionals need training in the risk management process for two reasons. First, insurance is an integral part of their client's overall risk management program. Second, services provided by carriers, agencies and brokerages are often significant items in the organization's cost of risk. The course will cover the five powerful steps in this process, which protects not only the organization's assets, but also its mission and its brand.
• • • • • •
coURse instRUctoR gLoRiA tHompson, cic
The Risk Management Process & Risk Terms Risk Identification Risk Analysis Risk Control Risk Finance Risk Administration
September 27 – Rothschild
CLASS SCHEDULE
Instruction 8:00 a.m. – 3:45 p.m. Group Lunch 12:00 p.m. – 12:45 p.m. Optional Exam 4:15 p.m. – 5:15 p.m.
Register at www.piaw.org or call 800-261-7429
$170 Per Course Includes Lunch
Certified Insurance Counselor Each Approved for 20 Wisconsin CE Credits COMMERCIAL PROPERTY
LIFE & HEALTH
September 19-21, 2018 Crowne Plaza Milwaukee Airport – Milwaukee, WI 414-764-5300 $109 PIA room rate through 8/19/18 •
COMMERCIAL PROPERTY COVERAGE FORMS & ENDORSEMENTS Kevin Amrhein, CIC
•
COMMERCIAL PROPERTY CAUSES OF LOSS FORMS John Dismukes, CIC, CPCU, AAI, AIS
•
EQUIPMENT BREAKDOWN
•
TIME ELEMENT COVERAGES Patti Gardner, CIC, CRM, CPCU
WI CE COURSE # 1012423 Day One: 8:00 – 5:15
Day Two: 8:00 – 5:00
November 14-16, 2018 Crowne Plaza – Madison, WI 866-424-0835 $111 PIA room rate through 10/14/18 •
LIFE INSURANCE CONCEPTS David Grunke, CHC, RHU
•
HEALTH INSURANCE CONCEPTS
•
LONG TERM CARE INSURANCE
•
DISABILITY INCOME INSURANCE Corey Wilkins, CIC, LUTCF
•
BUSINESS CONTUNUATION AND SUCCESSION PLANNING
•
RETIREMENT PLANNING AND ANNUITIES
•
PLANNING FOR PERSONAL NEEDS Jerry Rhinehart, CIC, CLU, ChFC, RHU
WI CE COURSE # 69162 Day Three: 8:00–noon, Optional Exam 2:00 – 4:00
$415.00 per institute Register at www.piaw.org or call 800-261-7429. JULY 18 23
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Open to Anyone!
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STAND OUT! Set yourself apart with the CPIA designation. The PIA of Wisconsin is a proud sponsor of the Certified Professional Insurance Agent (CPIA) professional designation program. These three, one-day workshops teach practical "before", "during", and "after" sale techniques for insurance producers, sales managers, account managers and company marketing representatives. Completion rule, 3 years from first course. No exams. You do not need to commit to all three to attend one. Participants leave with ideas that will produce increased sales results immediately. In fact, they are guaranteed: Implement the principles covered in these sessions and experience a 20% increase in personal production within six months, or your registration fee will be refunded! The CPIA designation is maintained with a bi-annual attendance at one CPIA course or membership in the AIMS Society..
The AIMS Society is a national organization dedicated to providing interactive marketing and sales training, ongoing resources and networking opportunities to insurance professionals. www.aimssociety.org No Test. Approved for 7 Wisconsin CE credits. Utica approved. While it is not required, it is recommended courses are taken in order. CPIA 1 - Position for Success
CPIA 2 - Implement for Success
During this program, participants are encouraged to focus on internal and external factors affecting the development of effective business development plans. Factors discussed include a review of the state of the insurance marketplace; analysis of competitive pressures; necessary insurance carrier underwriting criteria; and consumer expectations and understanding.
During this session participants will be provided with specific tools for analyzing consumer needs; will learn to utilize risk identification techniques to gather pertinent prospect information; will develop skills necessary to assimilate information gathered into a customized protection program; and will participate in exercises designed to promote effective delivery of proven solutions.
WI CE Course # 65338
WI CE Course # 65340
CPIA 3 - Sustain Success WI CE Course # 65339
This program focuses on fulfilling the implied promises contained in the insuring agreement. Students will review methods of providing evidence of insurance coverage; will discuss policies and procedures for controlling E&O including policy review and delivery, endorse-ments, claimsprocessing, and handling of client complaints. This course includes a review of the Professional Expectations; the Law of Agency; and Legal and Ethical Standards.
Course Schedule 8:30 – 4:00 Lunch on Your Own 12:00 – 12:45 Registration Fee per Seminar Includes:
Seminar Materials, CE Fees & Light Break Items
PIAW Member $172.00 Non Member $207.00
Back by popular demand! Steve Becher, CIC, CPIA Register at piaw.org
CPIA 1 – July 24, 2018
CPIA 2 – July 25, 2018
CPIA 3 – July 26, 2018
All courses conducted at West Bend Mutual Insurance Company in West Bend, Wis.
24 JULY 18
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New Topics! Each Approved for 3 WI CE Credits. Live. No Test. No Proctor. Visit the Education tab at piaw.org for a complete list of topics, descriptions, webinar demo and registration. Several approved for Utica credit. Ethics is offered each month. Fee per Webinar: $55 PIAW Member, $70 Non Member – Includes WI CE fees.
July 2018 Webinar Schedule TITLE & WI CE
DATE
TIME (CST)
INSTRUCTOR
Scary CGL Exclusions 3 WI CE # 6000022435
7/17
8-11a
Jerry Hargrove, J.D., CIC, CPIA, SCLA, FCLA, PICS, LICS
Cyber Liability: The 21 Century Peril 3 WI CE # 1012636
7/17
12-3p
Catherine Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS
So You Made Some Money…Now What? Financial Planning from Salary to Social Security 3 WI CE # 1012438
7/19
8-11a
Karin Klaassen, CLU, LUTCF
Additional Insureds: The Quandary 3 WI CE # 1012432
7/19
12-3p
Robin Federici, CIC, AAI, ARM, AINS, AIS, CPIW
Your Agency Online: Communication Cure or E&O Plague 3 CE # 1012439 Utica Approved
7/23
12-3p
Chris Amrhein, AAI
Money in Retirement Accounts: Options, Problems & Opportunities 3 CE # 1012436
7/24
8-11a
Jerry Rhinehart, CIC, CLU, ChFC, RHU
New Technologies, New Risks: Drones, Home and Ride-Sharing 3 WI CE # 6000023761
7/25
8-11a
Jerry Hargrove, J.D., CIC, CPIA, SCLA, FCLA, PICS, LICS
Street Level Ethics 3 WI Ethics CE # 1012437 Utica Approved
7/25
12-3p
Chris Amrhein, CIC
Certificates of Insurance (including NEW WI Law!) and Additional Insureds: Making Sense of it All 3 WI CE # 6000023796
7/26
8-11a
Catherine Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS
Home Business vs Home Insurance 3 WI CE # 6000004680
7/26
12-3p
Nicole Broch, CC, CISR, PLCS
Insuring the Building Project: Builders Risk & Installation Coverage 3 WI CE # 1012638
7/31
8-11a
Catherine Trischan, CPCU, CRM, CIC, ARM, AU, AAI, CRIS, MLIS
Commercial Property Claims that Cause Problems 3 WI CE # 1012434
7/31
12-3
Terry Tadlock, CIC, CPCU. CRIS
st
Register online at piaw.org or call 1-800-261-7429. Contact Brenda for in-house webinar opportunities. bsteinbach@piaw.org JULY 18 25
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CRM Financing of Risk
August 14-17, 2018 – Milwaukee, WI Conducted by PIA and The National Alliance Register directly with The National Alliance at www.thenationalalliance.com The Certified Risk Manager courses provide you with an in-depth knowledge about today's' highest priorities identifying, analyzing, controlling, financing, and administering operational risks- as well as political risks, catastrophic loss exposures, third-party exposures, fiduciary exposures, employee injury exposures, juridical risks, legal risks, and more - whether insurable or not. The skills you learn will make you more proactive and valuable to your organization in discovering how risks can interrupt the flow of earnings and how to protect against it. • • • • • • •
Introduction to Financing Risk Quantitative Analysis: Tools and Methods Simple Financing Options Loss-Sensitive Transfer Options Alternative Financing Options Actuarial, Accounting, and Auditing Perspectives Case Study
Take all five CRM courses and pass all five CRM exams within five calendar years after you complete your first CRM exam. Each course is 2½ days of instruction, followed by an optional exam. Any eligible individual may attend classes without taking the examinations to receive 20 WI CE.
UTICA
Gives You the Credit You Deserve! The following PIAW education classes are approved for the Utica premium credit. • Any CIC Update • CIC Agency Management • CISR Agency Operations • Dynamics of Service • Select PIAW Webinars • PIAW Conducted Ethics and E&O Seminars (classroom or in house) To register online and view upcoming CE courses visit www.piaw.org Please contact Heidi Hodel, CIC, CRIS, Member Benefits Coordinator hhodel@piaw.org or 1-800-261-7429 to find out how you can benefit from Utica’s E&O Loss Control Program.
26 JULY 18
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For an upcoming schedule and to register, visit the Education tab at www.piaw.org or call 1-800-261-7429.
WHY CIC?
Sharpen your skills with a CIC designation.
Become the expert your clients, agency, and career depend on.
Impact Credibility Respect
Register at www.piaw.org or call 1-800-261-7429
WHERE EXPERTS BECOME EXPERTS
JULY 18 27
Wisconsin Legislative Update:
By Jordan Lamb, Attorney at DeWitt, Ross & Stevens and PIAW Lobbyist
CERTIFICATES OF INSURANCE LAW: A BRIEF SUMMARY AND SAMPLE LETTER TO CLIENTS Best Practice: Provide Your Clients with Notice of Certificates of Insurance Laws During the 2017-18 legislative session, the Wisconsin legislature passed legislation to clarify what can, and what cannot, be provided with regard to issuance of certificates of insurance. These changes were adopted to clarify certain prohibited unfair marketing practices. This legislation, enacted as 2017 Wisconsin Act 241, identifies certain prohibited actions relating to evidence of insurance for a property or casualty insurance policy. In particular, the Act prohibits a person from: • Altering a certificate of insurance. • Preparing, issuing, requesting, or requiring that a certificate of insurance contain information that is false, misleading, deceptive, unfairly discriminatory, or that otherwise violates public policy or law. • Preparing, issuing, requesting, or requiring a certificate of insurance that purports to alter, amend, or extend coverage. • Preparing, issuing, requesting, or requiring a certificate of insurance that alters the terms and conditions of the policy’s notice requirements. The Act also prohibits a certificate of insurance or other similar document from warranting that the policy fulfills the insurance or indemnification requirements of a specific contract. Violations of these prohibitions can lead to the loss of the intermediary’s license, as well as potential civil and criminal penalties for both the intermediary and the client. Members may find it necessary to inform clients about these prohibitions under Wisconsin law. As such, we have drafted the enclosed written notice that you can provide to clients. NOTICE TO CLIENT: WISCONSIN CERTIFICATE OF INSURANCE PROHIBITIONS AND PENALTIES Wisconsin law provides very specific requirements and prohibitions related to the issuance of certificates of insurance or the provision of evidence of insurance for a property and casualty policy in this state. Accordingly, we provide this document to put you on notice of the following Wisconsin certificate of insurance laws. No person may prepare, issue, request, or require a certificate of insurance or other document used for evidence of insurance to do any of the following: •
Contain information concerning the policy referenced by the certificate of insurance or other document that is false, misleading, deceptive, unfairly discriminatory, or that otherwise violates public policy or law, as determined by the commissioner.
28 JULY 18
• •
Purport to alter, amend, or extend coverage provided by the policy referenced by the certificate of insurance or other document. Alter the terms and conditions of any notice requirement in the policy. A person is entitled to notice of cancellation, nonrenewal, or any material change to the policy, or to any similar notice concerning the policy only as provided in the policy or an endorsement. Wis. Stat. § 628.34 (14) (a).
No person may alter a certificate of insurance or other document used for evidence of insurance after it is issued. Wis. Stat. § 628.34 (14) (b). No certificate of insurance or other document used for evidence of insurance may warrant that the policy referenced by the certificate of insurance or other document fulfills the insurance or indemnification requirements of a specific contract. Wis. Stat. § 628.34 (14) (c). An insurance intermediary who violates these prohibitions may have his or her license terminated. Wis. Stat. §§ 628.10 and 601.64. Any person who violates these sections may be prosecuted for a civil forfeiture of up to $1,000 for each violation, may be found guilty of a Class I felony (criminal penalty), or both. Wis. Stat. § 601.64.
PIA’s Legislative Committee meets at our lobbyist’s office to discuss issues affecting insurance agents, agencies and small business concerns. Your association is extremely active on your behalf.
OCI Chief Legal Counsel Zach Bemis (center) was a guest at the PIA Legislative Committee meeting. PIA lobbyists Jordan Lamb (L) and Ron Kuehn (R) are well respected at OCI and with the legislature so high profile guests are a regular occurrence at our meetings.
JULY 18 29
We look for the best independent agents and build relationships that last the duration. We are committed to the independent agency system as the only means to deliver our products. Because of that, we work hand-inhand to help our agencies grow profitably.
Our agents set us apart. For information about becoming a Partners Mutual Insurance Agent please contact Brian Martin at 262.432.3439 or Mike Ottman at 262.432.3418.
Check out all of the career opportunities listed by our members on our website at www.piaw.org
30 JULY 18
Brady Peat receives $1,000 scholarship from the PIA of Wisconsin Young Professionals Club (YPC). The scholarship was presented at Brady's Awards Night by Derek Peat from the YPC Committee. The scholarships are given to high school and college students who are planning to enter a career in the insurance industry. Up to $25,000 each year is awarded to deserving students by the YPC.
Who’s the best salesperson for today’s customers? Outgoing, confident, upbeat, and relentless. These qualities have long described the successful salesperson. It’s no surprise that these are the characteristics we associate with extroverts. It was cool being an extrovert; it was also good for business. These were the salespeople in demand, who took pride in saying, “I can sell anything.” But not so much today. “The biggest risk with being cool is that someday you won’t be. You have to constantly reinvent yourself,” said MWW VP and GM John Digles in an interview with Kit Yarrow, author of Decoding the New Consumer Mind. As Yarrow points out, “Today’s individualistic consumer is more responsive to marketers that appear to honor, admire, and serve them…. The consumer wants to be the star in a very personal way…. The appreciated customer is the one who’s invited to participate.” As it turns out, attributes associated with introversion may be valuable in working with today’s customers, as an Inc. article indicates: • • •
Research, to understand the customer Listening, to understand individual needs Reacting, to adapt to the identified needs
Takeaway: Quite possibly, it’s a blending of introvert and extrovert qualities that best serve today’s customers.
[GrahamComm] JULY 18 31
What to Do When an Employee Becomes a
Cybercriminal
By Bryce Austin The FBI caught David Yen Lee at his home before he could depart for the airport where his flight was waiting. The hard drives the FBI sought were in his possession. On those drives were the trade secrets of a very well-known USA-based paint company, and David had purchased a one-way ticket to Shanghai, China where he intended to illegally hand over those trade secrets to Nippon Paint. He served over a year in prison for his crime. Today’s cybercriminals come at your company from many angles. Their motivations are often more practical than many law-abiding citizens would expect: 1. 2. 3.
Profit. They want money, and you have information they can monetize. Influence. They can use data to manipulate business or personal situations in their favor. Power. If your company dominates an industry or owns critical trade secrets, others wish to take that power away from you and use it for their own advantage. Cybercrime is one way to accomplish that goal.
Motives such as these change the way cybercriminals operate. They are organized. They share information amongst each other. They are often well-funded. These things make them more dangerous. In the example above, David Yen Lee is an internal cybercriminal. He is one of your employees. 32 JULY 18
This is a difficult topic. While it’s true that internal employees are responsible for a large number of cybersecurity breaches, it’s also true that most of these are unintentional. They are a result of good people doing something they shouldn’t, either out of ignorance or because a cybercriminal tricked them into doing it (if you saw the movie Catch Me if You Can this is Frank Abagnale’s social-engineering behavior). Statistics on the exact percentage of “insider” cyber breaches that are deliberate vs. inadvertent vary widely, but the opinion can be held that the vast majority of insider threats are not malicious. No matter which statistic you believe, everyone agrees that many insider threats would have been prevented if the insider had understood how his or her behavior allowed a breach to occur. It’s easy to see why a good cybersecurity awareness training program is so important to the success of your company. With that being said, there is a risk of an employee with malicious intent to breach your sensitive data. Whether it be to share sensitive details to a competitor, profit from your data, or a disgruntled
employee looking to carry out revenge against your company. If your company falls victim of a malicious-intentioned employee, finding out what happened is even more difficult because they often have high level system privileges that allow them to erase their tracks.
•
If your company is one of the unlucky ones where an insider deliberately caused a security breach, then you are automatically in the highest risk category of those susceptible to cybercrime. The keys to mitigate this risk are simple:
•
Educate Your Employees •
•
•
Establish a strong mandatory and frequent cybersecurity awareness training program for your employees that clearly lays out the policy for cybersecurity and the consequences of violating the policy. Don’t allow employees to take home devices that contain sensitive files due to the risk of the device being stolen or sensitive data being transmitted over insecure networks at their home or other locations. Instruct your employees to never share their passwords.
Know your People • •
Perform background checks on your employees to assist in identifying those that may take deliberate actions that would harm your company. Know which people have access to the most sensitive data.
Turning on “egress filtering” on your network and limiting the use of USB “thumb drives” will make it harder for anyone to make copies of it and move them outside of your organization.
Ensure that you have forensics available to you
•
Tracking down an internal cybercriminal requires logging of network activity, especially for any access to sensitive information. Any logs need to be stored in an area that is limited to the fewest number of employees as possible.
In short, your employees are your most valuable asset, but can also be your greatest liability. They need to be trained on best practices to keep your data safe, and they also need to understand that you have forensic systems in place that will likely catch them if they attempt to access data they should not. A “trust but verify” approach regarding employee access to your critical intellectual property is an important part of your company’s cybersecurity program. ABOUT THE AUTHOR: Bryce Austin is the CEO of TCE Strategy, an internationallyrecognized speaker on emerging technology and cybersecurity issues, and author of Secure Enough? 20 Questions on Cybersecurity for Business Owners and Executives. With over 10 years of experience as a Chief Information Officer and Chief Information Security Officer, Bryce actively advises companies across a wide variety of industries on effective methods to mitigate cyber threats. For more information on Bryce Austin, please visit www.BryceAustin.com.
Guard your most sensitive data • • •
Limit your employees’ ability to obtain access (intentional or unintentional) to sensitive information via a least-privileged approach to your data. Identify your most sensitive and valuable data. Then assign that data the highest safeguarding and most persistent monitoring. Remove “local administrator privileges” from your users to their company-provided laptops or desktops. A “local administrator” is someone who can do anything he or she chooses to with a computer, such as install programs, delete files, change sensitive security settings, and so on.
Since 1878
Ellington Mutual Insurance Company
Proudly providing all of Wisconsin with prompt, personal service.
PO Box 356 • Hortonville, WI 54944 920-779-4515 • 800-953-4515
www.ellingtonmutual.com
Homeowners • Farmowners • Commercial • Rental Properties • Seasonal Properties • Umbrella JULY 18 33
8
Questions That Keep Prospects Talking
When asked why salespeople don’t close more sales, a company president answered instantly, “They don’t ask enough questions.” He went on to add, “They’re so focused on getting prospects to buy they don’t engage them. That takes asking lots of questions.” He’s on to something important. We’re in such a hurry to get across what we want to say to our prospects that we ignore what they want from us. As it turns out, today’s prospects won’t tolerate such insensitive behavior. They’re gone. So, where does this leave salespeople? What are they to do if they can’t advance their agenda, how are they going to close sales? To put it bluntly, a salesperson’s agenda is irrelevant; it doesn’t count. It’s what the prospect cares about that demands our attention. The purpose of meeting with prospects is to recognize and understand what’s going on with them. That takes getting them talking about what they know best: themselves. They don’t get many chances to do this. Others are too busy with their own lives to listen. This gives salespeople the unique opportunity to stop talking, start asking questions—and listening. There’s irony in asking questions, in encouraging prospects to talk about themselves. When they do, they want to reciprocate, to say thank you, and to pay us back. And they do it by listening intently. Prospects are focused when they’re talking, but they get distracted when someone else is speaking. Don’t fall into the trap of wanting to get your message across; the urge to tell your story kills sales. The job is creating conditions so your prospects can get their story across to you. Since salespeople learn when they’re listening, here are eight questions that get prospects talking. 1. “I’m curious. Why did you agree to meet with me today?” Everyone in sales knows that just because they ask for a meeting doesn’t mean a prospect will says yes. More often than not, they get turned down. When someone says yes, inquisitive salespeople don’t stop there. They wonder why. They want to know what’s going on and why prospects are interested. The more they know from the start, the better. 2. “What is it you would like to have happen as a result of this 34 JULY 18
By John Graham meeting?” The purpose of asking questions is gathering information. This will help you keep an open mind so you can avoid making mistakes. By filling in the picture, you will stay on track as you plan your next moves. 3. “What are the specific issues you want to address?” One mistake salespeople can make is to gloss over or even avoid significant issues. They don’t want to turn off prospects. What they don’t realize is that digging down lets a prospect know they’re serious. Follow up questions carry it another step further: How satisfied are you with your analysis? How would you feel, if someone challenged it? 4. “As you see it, what hurdles must be overcome?” It’s always a good idea to come at issues from various angles. It’s a good way to find out the lay of the land, to better understand what’s going on, and to identify others who may be involved. In other words, the answer to this question can give you a more complete picture of what is involved. 5. “If my company offered exactly what you’re looking for, how would you describe it?” This is a pivotal question because it offers insight into what important to a prospect, something that’s not as obvious as it may seem. It’s a serious mistake to assume you’re getting the message correctly. Far too frequently, words don’t have the same meaning to people. This question serves as a check to be sure you and your prospect are on the same page. 6. “How satisfied are you at this point in your decision-making process?” By asking where prospects are in making a decision, it’s easy to put them on the defensive so they’re less than candid. Instead, this question is designed to help expand the conversation, to let them know you’re interested, but not nosey. If they’re just getting started, you can follow up by asking about their expectations. If they’re further along, you can ask how about possible concerns. 7. “Because those in your position are cost conscious, what’s your thinking as to what the right solution should cost?” This question avoids the old and tired “What’s your budget?” question, which usually results in a useless and vague answer. A follow up question might go like this, “Can you tell me how you arrived at that figure?” 8. “It would be helpful if you would tell me what you feel about our meeting today.” You want to know if the meeting was helpful. Did it meet the person’s expectations? And, finally, ask, “Can we talk about
what should happen next?” This is the action step that establishes the agenda for the next meeting. Unless salespeople drive the conversation with strategic questions, meeting with prospects often results in too much talking and not enough listening. This leads to prospects who are less than satisfied and salespeople who are unable to move forward with confidence.
John Graham of GrahamComm is a marketing and sales strategy consultant and business writer. He is the creator of “Magnet Marketing,” and publishes a free monthly eBulletin, “No Nonsense Marketing & Sales Ideas.” Contact him at jgraham@grahamcomm. com, 617-774-9759 or johnrgraham.com.
GERMANTOWN MUTUAL INSURANCE COMPANY W209 N11845 Insurance Place PO Box 1020 Germantown, WI 53022-8220 Phone (262) 251-6680 Fax (262) 623-3130 www.gmic.com
SERVING POLICYHOLDERS AND INDEPENDENT AGENTS IN WISCONSIN SINCE 1854
JULY 18 35
PIA of Wisconsin’s Young Professionals Club 15th Annual Scholarship Golf Outing Join us on August 1st for a day on the greens at Forest Hills Golf Course in La Crosse, WI Register Now – 144 Spots Available 10:00 a.m. Shotgun Start – Scramble Format $125.00 per person
(Includes: golf, cart, box lunch, hors d’oeuvres and prizes!)
Yes, I would like to reserve: 1 foursome for the golf outing spots for the golf outing please place me with a group
Name: _______________________________________________________ Guest Name/s: _____________________________________________________________________________________________ Agency/Company: _________________________________________________________________________________________ Mailing Address: ___________________________________________________________________________________________ Phone: __________________________________ Fax: ______________________________________________________________ Cell Phone: _____________________________ Email: ____________________________________________________________ Method of Payment: Total amount: ___________
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Card # _________________________________________________ Ex Date _____________________ Cancelation Policy: Full refund if PIA office is notified in writing by July 11th, no refunds after July 11th. Please Mail, E-mail or Fax Back to: PIA of Wisconsin, Inc. 6401 Odana Rd. Madison, WI 53719 E-mail: cgribble@piaw.org Fax: (866) 203-7461 register online at www.piaw.org
JULY 18 37
PROFESSIONAL INSURANCE AGENTS OF WISCONSIN, INC. OFFICERS
Ms. Jodi Cordes, CIC, CRM, CPIA President A.F. Glass Insurance Center P.O. Box 1149 Lake Geneva, WI 53147 Phone 262-248-5555 Fax 262-248-5544 jcordes@glassinsurancecenter.com Mr. Matt Cranney, CIC, CRM Vice President M3 Insurance Solutions, Inc. 3133 W Beltline Hwy Madison, WI 53713 Phone 608-273-0655 Fax 608-273-7783 matt.cranney@m3ins.com Mr. Sean M. Paterson, CIC Treasurer Robertson Ryan & Associates 12750 W. North Ave., Building A Brookfield, WI 53005 Phone 262-782-5373 Fax 262-782-6327 spaterson@robertsonryan.com Ms. Julie Ulset, CPIA Secretary Grams Insurance Agency LLC 103 W Fulton St. Edgerton, WI 53534 Phone 608-884-3304 Fax 608-884-9616 julset@gramsinsurance.com
DIRECTORS
Mr. Thomas Budzisz, CPIA BWO Insurance Group, LLC 2111 E Rawson Ave. Oak Creek, WI 53154 Phone 414-768-8100 Fax 414-768-8110 tom@bwoinsurance.com Mr. Jeremy Cordova, CIC Cordova Agency, Inc. 716 E 2nd St. Merrill, WI Phone 715-536-9576 Fax 715-539-3349 jeremy.cordova@cordovaagency.com Ms. Sandy L. Hardrath, CIC, CPIA Ansay & Associates 4712 Expo Dr. Manitowoc, WI 54220 Phone 920-370-4283 Fax 920-682-7799 Sandy.Hardrath@Ansay.com Mr. Michael Keener, CIC Keener Insurance Solutions, LLC W 175 N11081 Stonewood Dr Ste 105 Germantown, WI Phone 262-293-9144 Fax 262-293-9254 michael@keenersolutions.com Mr. John W. Klinzing, CIC, CPIA TRICOR, INC. 3830 Atwood Ave. Madison, WI 53714 Phone 608-310-3924
STAFF
Fax 608-441-8787 jklinzing@tricorinsurance.com Mr. Dennis Kuhnke, CIC, CPIA PIAW National Director Robertson Ryan & Associates Inc. 330 E Kilbourn Ave. Suite 650 Milwaukee, WI 53202 Phone 414-271-1561 Fax 414-271-3012 dkuhnke@robertsonryan.com Mr. Brian MacGillis, CPIA MacGillis Agency, Inc. W3934 County Highway H PO Box 100 Fredonia, WI 53021-0100 Phone 262-790-0000 Fax 262-790-0004 brian@macgillisinsurance.com Mitchell Tarras Nett Insurance Agency LLC 607C Eastern Ave Plymouth, WI 53073 Phone 920-893-3252 Fax 920-893-3250 mitchtarras@charter.net Dan Wolfgram AINS, CPIA R & R Insurance Services, Inc. 1581 E. Racine Ave. Waukesha, WI 53186 Phone 262-574-7000 Fax 262-574-7080 dan.wolfgram@rrins.com
PIA of Wisconsin, Inc. 6401 Odana Road Madison WI 53719 Phone: 608-274-8188 Toll Free: 800-261-7429 Fax: 608-274-8195 Toll Free Fax: 866-203-7461 www.piaw.org Ronald Von Haden, CIC Executive Vice President rvonhaden@piaw.org Heather Falk, CISR Bookkeeping hfalk@piaw.org Claire Gribble Administrative Assistant cgribble@piaw.org Heidi Hodel, CIC, CRIS Member Benefits Coordinator hhodel@piaw.org Becca Prestbroten Administrative Assistant bprestbroten@piaw.org Brenda Steinbach Education & Convention Director bsteinbach@piaw.org
Coming Events JULY 2018 24
CPIA 1 - Position for Success West Bend, WI (7 WI CE)
25
CPIA 2 - Implement for Success West Bend, WI (7 WI CE)
26
CPIA 3 - Sustain Success West Bend, WI (7 WI CE)
38 JULY 18
AUGUST 2018 1
2018 YPC Golf Outing La Crosse, WI
1-3
PIAW Annual Convention La Crosse, WI (WI CE Available)
SEPTEMBER 2018 19-21
CIC Commercial Property Milwaukee, WI (20 WI CE)
27
CISR Elements of Risk Management Rothschild, WI (7 WI CE)
OCTOBER 2018 27
CIC James K. Ruble Graduate Seminar Green Bay, WI (16 WI CE)
Your customer has years of memories in this house.
The most valuable things the family will ever own. As an Official Supplier of the Silver Lining®, you can help them protect it with a Home and Highway® policy from West Bend. Your customers will benefit from the convenience of one policy, one bill, one deductible, and one agency. With West Bend’s identity protection program, they can have access to a variety of identity protection services. And with the claim free award, they’ll even get a portion of their annual premium back if they don’t have a claim. To find out more, talk to your West Bend underwriter.
6401 Odana Road Madison, WI 53719 Change Service Requested
Professional Insurance Agents of Wisconsin, Inc. 6401 Odana Road • Madison, WI 53719 (608) 274-8188 • (800) 261-PIAW • FAX (608) 274-8195 • TOLL FREE FAX: (866) 203-7461 www.piaw.org
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