The insurance marketplace is highly competitive, with internet buying, increased insurance claims and tighter margins. Most insurance brokers and insurance firms are trying to find that winning edge, but frequently miss the full potential offered when customers ring in to the organisation.a sales management method of customer servicecustomer service 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, dedicated to keeping our customers from leaving. Unfortunately, handful of they are managed like sales teams, or are encouraged to use core sales skills. When met with negatives from a possible client about price, or the benefits offered by the opposition, many customer service or renewals teams are simply not equipped to deal with this plus they often do not have anything beneficial to say.Central to an effective sales type approach is that the managers and team leaders will work constantly to give their teams the right focus, and to arm them with what to state in specific situations and how exactly to put this across in a positive way that the client will accept.They work continuously on building positive belief, product knowledge and interactive skills.The following are several good sales management practices for customer service or renewals teams -1. build positive belief inside our company and in our products. agents are constantly hearing negatives about our policies and prices. You should market internally and externally. Keep carefully the teams surrounded by positive messages, and real, concrete evidence as to why we are a good organisation and offer good value for money.2. ensure that every member of the team is up to date in our benefits. sales representatives work on this at all times as it builds positive belief and product knowledge. Have the team list all the great things about our company and our key policies. Why should a person buy from us, and just why should they stay? Many teams have quizzes with this, or invite sales or marketing personnel in to 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 reaction to an objection must be totally relevant and real. The insurance business changes on a monthly basis, prices go up and down, 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, as it simply does not work.Customers usually do not respond positively to the. However, your customer support team can, and must, offer the insurance buyer a good, sound reason why we are better for them. Every agent must have these on the tip of their tongue!4. identify each of our target groups and prepare specific benefits that are relevant for every group. That is important in direct lines insurance, and it is practiced only by the best of the best!Take the example of motor insurance. Most agents on the phone are young males or females. They think like a young person and can make assumptions about their customers based on these assumptions. A male will always assume that no customer is thinking about the advantages of the policy, and will try to convince those around them that the only important things is price!That is, of course, because most young males are like this. Older males and females are completely different, and will definitely need to know what they are buying. They are not investing in a 'price' they are investing in a service! The message is that people prepare and practice what we can say to young males, preparing several 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 you can settle claims, how well you look after them once the break down etc.Young males usually do not think they will ever have accidents, plus they just want to get in the automobile and go! We do not mention accidents or roadside assistance with 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 service or renewals team will benefit hugely out of 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 Service Courses