The insurance marketplace is highly competitive, with internet buying, increased insurance claims and tighter margins. Most insurance brokers and insurance companies are searching for that winning edge, but frequently miss the full potential offered when customers ring in to the organisation.a sales management approach to customer servicecustomer support teams in the insurance sector are trained to provide quotes, or even to accept renewals or cancellations. Some insurance renewals or cancellations teams are save teams, focused on keeping our customers from leaving. Unfortunately, few of they are managed like sales teams, or are encouraged to use core sales skills. When met with negatives from the potential customer about price, or the benefits provided by the opposition, many customer support or renewals teams are simply just not equipped to deal with this and they often don't have anything beneficial to say.Central to an effective sales type approach is that the managers and team leaders are working constantly to provide their teams the proper focus, and to arm them with what to say in specific situations and how to put this across in a confident way that the client will accept.They work continuously on building positive belief, product knowledge and interactive skills.The following are a few good sales management practices for customer support or renewals teams -1. build positive belief inside our company and inside our products. agents are constantly listening to negatives about our policies and prices. It is important to market internally and externally. Keep the teams surrounded by positive messages, and real, concrete evidence as to the reasons we are a good organisation and offer good value for money.2. ensure that every person in the team is up to date in our benefits. sales representatives work on this at all times as it builds positive belief and also product knowledge. Have the team list all the great things about our company and our key policies. Why should a customer buy from us, and why should they stay? Many teams have quizzes with this, or invite sales or marketing personnel directly into team meetings to help keep them fully briefed.3. practice and refresh frequently our unique selling points. what the agent says on the phone in response to an objection should be totally relevant and real. The insurance business changes monthly, prices fall and rise, policy selling points change. Investigate your opposition, and discover a) their vulnerable points and b) our strengths against them. We never say anything negative about the opposition, since it simply does not work.Customers usually do not respond positively to the. However, your customer support team can, and must, provide insurance buyer a good, sound reason why we are better for them. check here must have these on the tip of their tongue!4. identify each of our target groups and prepare specific benefits which are relevant for each group. That is important in direct lines insurance, in fact it is practiced only by the best of the best!Take the example of motor insurance. Most agents on the telephone are young males or females. They think just like a young person and can make assumptions about their customers based on these assumptions. A male will always assume that no customer is interested in the advantages of the policy, and will try to convince those around them that the only real important things is price!That is, of course, because most young males are such as this. Older men and women are completely different, and can definitely wish to know what they're buying. get more info 're not buying a 'price' they are buying a service! The message is that we prepare and practice what we can say to young males, preparing two or three benefits, and we prepare different benefits for older males, older females and young females.We find out which are the most reliable benefits by asking them! Older females have often had accidents, and they'll have bad or good experiences of these insurance provider. They are spending money on an 'accident service', and they'll be impressed by how fast it is possible to settle claims, how you look after them once the break down and so forth.Young males usually do not think they will ever have accidents, and they just want to get in the automobile and go! We do not mention accidents or roadside advice about this group. Our benefits are all about price and the speed of which we are able to process the policy and obtain them within their car!Any customer support or renewals team will benefit hugely from this sales type approach. Working on these areas will improve focus, increase motivation and deliver better results.Kate Tammemagi provides CUSTOMER SUPPORT Training [1] in Ireland. She works extensively in the Insurance Industry designing CUSTOMER SUPPORT Courses