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The CSR Sales Accelerator Program

This workshop has been developed to help Customer Service Representatives (CSR’s) in the insurance and financial services field and will  help you protect your existing  book  of business, while  tapping  the vast reserves of profit  that lay hidden  just beneath  your current marketing  efforts and  existing customers.  This inspiring, multi-week coaching intensive boosts agency profits by teaching CSR’s to reliably up-sell & cross-sell existing accounts and close new inquiries faster and more easily.

“I watched him turn a CSR who “hated salespeople” into a representative who, by the end of the training day, was convinced she could be a sales catalyst for her agency.”

- Marshal Katz, Insurance Education Training & Consultant

PROGRAM DESCRIPTION

The Sales Accelerator  Program  boosts agency  profits by enabling  CSRs to round your existing  accounts, and close new inquiries  faster and  more easily.

Account  Managers  (a.k.a.,  CSRs) develop  the competencies  to cross-sell, up-sell, qualify  and close with greater  comfort,  confidence  and  frequency. At the some time revenue is added  to the top-line, you build a protective “moat”  around  the agency’s  book  of business.

Since one-day  programs  do little to ensure implementation  of key lessons and accountability,   this program is delivered over the course  of five, 60-90 minute, weekly group coaching sessions [on-site or via webinar],   usually early  in the morning,  at day’s  end, or during  lunch.   Afterward,   you get a full quarter’s worth  of implementation  support.

This intensive, team coaching  program  comes with a 100%  happiness guarantee. If after the initial  session, you don’t  believe  the program  will  deliver on its promised  results, you get a full refund but can keep all program materials

Each session ends with a weekly  action  plan to which  team members help each other stay accountable  so simple changes  in behavior  yield  a profound  change  in results.

“My  Account Management team has  always    been   good. By hiring Sheldon   we  all got beller   at selling. We increased our  closing rate  by 50%  with first  time  callers,  and the amount  of wasted time  issu- ing  quotes   that  never   closed dropped  by  half. Most  importantly, we are  100% better   in our  collective comfort  level  having a sales conversation,  meaning   the daily  communica- tions that  require a  direct,  consistent and  honest  approach to identifying our  best  sales or service  opportunities. It’s  a  revolution  the  way my team  has embraced a sales  culture.   Now  they all want  sales  opportunities! “

- Rich Webber,  Co-Owner, Webber  and Grinnell Insurance

HOW THE PROGRAM WORKS:

Your service team and  management  stoff become active participants  in the

focused and  enjoyable  training  experience.  Using group  wisdom,  interactivity, and  high quality  content the curriculum  includes:

1. Agency  Discovery – You begin  with on introductory  call with Sheldon to discuss your unique agency  profile,  baseline  metrics, growth  targets, prior  sales initiatives, what’s working  well  in your  agency  and what  could  use some attention.
2. Ready-Set-Mindset – This collective  look  in the mirror  reveals the most crucial  element in sales effectiveness –  one’s preprogrammed  beliefs about  sales and sales skills development.  Participants  discover why  sales and  service are two sides of the some coin,  and  how the best performers  attend to both simultaneously.
3. Competitive Awareness – Instead of being  scared by aggressive  competitors,  or the large  direct writers,  participants   understand how those who  ”buy the business” and commoditize  the marketplace creote opportunity   for independent agencies.
4. Goal Setting – What  percent of your  new inquiries  receive a quote but never close? How often and  in what ways does your  team proactively  reach out to the “high-gain”,   monoline accounts?   How  can you systematically convert service calls to sales calls and  referral  requests?  Participants  set clear benchmarks  that enable each of them to see where  they are and where to aim.
5. Qualify & Close – Most prospects are happy  to spend your  time and money requesting quotes that they fully intend to price shop.  This is on enormous drain  on agency  resources and  morale.  Participants  practice  the art of a well ’scripted”   delivery  that courteously  and convincingly   positions them as the best choice  even if their agency  can’t offer the lowest price.
6. Up-sell & Cross-sell – Monoline  and even duo-line    accounts represent a vast, untapped  opportunity to boost revenue or generate  referrals;  both are there for the asking. Participants  learn how to attune their”  opportunity  radar”  on every call so they can sell while  they serve in a manner that keeps their egos and integrity  intact.
7. Outbound Customer  Calls – The best defense is a good  offense. Your agency  can no longer be content with  just part of the business because your competition  will  aggressively  go other all of it. As part of an account rounding  strategy participants  learn a simple plan for making  outbound  calls that easily fits into their busy schedules.  Customers are grateful for the call,  become more loyal,  and eagerly write  more business with you.
8. Handling Objections – “Thanks a lot for the quote.   I’ll get bock  in touch with you.”  “I appreciate your  time. Let me check with  my spouse and  I’ll call you back.”  ”That sounds expensive. ”  ”I’d  like to compare  prices.”   Participants will  learn the art or a well  scripted  reply to the most frequent sales situations, and practice  delivering,  with confidence,  winning  answers.

DESIGNED FOR  SUCCESS

This program  works because   it is built upon the three critical ingredients necessary  for any  behavior  change:

1. Embracing  a need  for chonge  (e.g.  buy-in)
2. A true belief  one  can  and  should change (e.g.  skill development)
3. Repetition (e.g. standardizing   sales behavior)

Through group  discussions,  role-plays, and  a customized  workbook, participants  grow  to a new level of competency  and  commitment to boost their sales effectiveness.

IS THIS THE PROGRAM FOR  YOUR  AGENCY?

1. My CSRs see themselves os sales  people  and  act that way.
2. My CSRs meet regularly to discuss  sales ideas, scenarios  and  to sharpen  sales skills.
3. My CSRs can  ably handle  the low price threat from big competitors,  and  other frequent sales challenges.
4. My CSRs can measure  and  monitor the ratio of inbound  calls to sales offers, offers to quotes,  and quotes  to closed  business.
5. I’m satisfied with the frequency  and  dosing  rate new inquiries to the agency,  as well as my team’s accounting  rounding  success.

If you answered   ”no” more than “yes” you should invest in this program. Call Sheldon 413-244-2294  to get started.

“Sheldon   worked   with my team  to build on  their strengths  and provide   the tools  to easily  transition from service to sales  and  back again,  showing  that  there isn’t  much difference   between the  two.And  he makes  the whole  process  fun to be part of    Not  only  did my staff  enjoy  their time with Sheldon,   but they  also measurably increased  the cross  selling  and  closing  skills. Indeed, Sheldon’s work   helped   my team nearly   double   their closing  ratio. This transition was much  more  effective than  I ever  thought  possible. “

- Peter Whalen,  Owner  of Whalen  Insurance