There are a couple of ways to approach a sale. Traditionally, the method has leaned more towards confidence and assertiveness. However, new age methods of communicating with your insurance leads have been geared towards a mixture of hard selling and a mixture of consultative or soft selling. Though the two both focus on selling, the differences lie in the method of conversing with prospects. The assertiveness does not necessarily change, however the tone of communication does and so do a lot of the words used in scripting.
Tone is extremely important in conveying customer service, especially since your health insurance leads aren’t able to see your face and therefore see your expressions. According to most studies on communication, facial expression makes up for roughly 80% of all communication. Since your tone reflects your facial expression, this means that your tone makes up for roughly the same amount. Given that, it makes sense to adjust your tone when talking to your potential prospect.
In order to make sure your tone is conducive to sales, you have to be as sincere as you possibly can. A lot of agents find it hard to adjust their tone but there are a couple of things you can do in order to ensure that your tone is right for the prospect you are talking to.
Being aware of your facial expression when you talk is the first step to fixing your tone, Smiling for example, may not seem like a big deal when you’re on the phone but what you may not know is that a smile on your call will reflect when you are talking to your insurance leads. A good practice that is carried out by most agents is to have a mirror beside them so that they know when they are frowning. This simple technique can improve your tone significantly.
Posture is also important. When you sit up straight, your voice isn’t muffled or unclear, whereas slouching can, more often than not, make you sound uninterested.
Tone is also affected by hand gestures. If you tend to talk with your hands, don’t repress the urge when you feel it. This technique will not only make you sound more spontaneous, it will also help you concentrate better.
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