Talking about the renewal of PICC auto insurance telephone sales

Motor vehicle insurance, that is, auto insurance (hereinafter referred to as auto insurance), refers to a kind of commercial insurance whose liability is personal injury or property loss caused by natural disasters or accidents. Below, I have arranged the telephone sales renewal of PICC auto insurance for you, hoping to give you some reference and help.

First of all, opening remarks:

Hello, is this Mr./Ms. XX?

Guest: Yes. What's the matter? (If you are not a customer, you need to ask the customer's own last name and address the customer by his last name. )

TSR: Hello, Mr./Ms. X, I am the auto insurance agent of PICC online sales, and my work number is * * *. I saw through the system that your car insurance with license plate number * * * was insured through PICC online sales last year. Now that your insurance is about to expire, I will call you as soon as possible to help you calculate the best renewal price. Is your insurance coverage changed this year or is it the same as last year?

Objection handling: (See the objection handling section on page 4 for details) is helpful for:

TSR: You see, you insured us last year, and you are sure to get the biggest discount this year. If there is no problem, I will renew your insurance. Do you think the address for sending the insurance policy is still the same as that registered last year, hasn't it changed?

Second, the individual verification:

TSR: Mr./Ms. X, thank you very much for your support of PICC online auto insurance! Your policy information has been registered, and now I want to check the specific information with you: the driving license owner of your policy registration is XXX, the insured XXX, and the ID number XXX (the insured). Your license plate number is XXX, your model is XXX, your frame number is XXX, and your engine number is XXX.

The first registration was XXXX year x month. You have taken out compulsory insurance this year, with the amount of XX yuan, commercial insurance of XX yuan and commercial insurance of XX yuan and XX yuan. Your compulsory insurance policy is insured from XXXXX, and your commercial insurance policy is insured from XXXXX for one year. (If the two dates are the same, they can be combined into one sentence. Friendly reminder: according to the regulations of compulsory insurance, once compulsory insurance is issued, it is not allowed to surrender and can no longer be insured. Besides, let me talk about exemption from inspection. If you say that you have driving without a license, your driver's license or driving license will expire, and you will not be paid according to the insurance clauses. Please read it carefully after receiving other exemption clauses. Your delivery address is XXXX, and your contact information is XXXXXX. We will deliver the insurance policy to you within XX hours and charge you a premium of XXX yuan. Please prepare the xx copy of the vehicle (inform the customer of the local procedures at one time), and our delivery staff will pick it up from you then. At present, auto insurance is issued at sight. Please check the application form carefully, sign and pay the fee after confirming that the information is correct. After the formal insurance policy is generated, the deliveryman will contact you again as soon as possible to distribute the formal insurance policy, invoice and vehicle logo for compulsory insurance.

3. Failure to make an appointment:

TSR: OK, I won't bother you again. You can log in at any time and take out your insurance. I will send the renewal quotation to your mobile phone and email address later. Please pay attention. I'll contact you again this time tomorrow.

TSR: Mr./Ms. X, thank you for choosing PICC. I am your exclusive car insurance service personnel. If you have any questions about auto insurance in the future, please feel free to contact us through online customer service, or call 400 1234567 to find my work number xxx. Thank you for your answer. Have a nice day! Goodbye! 2, not a single:

TSR: OK, I won't bother you again. You can log in at any time and take out your insurance. I will send the renewal quotation to your mobile phone and email address later. Please pay attention. I'll contact you again this time tomorrow.

Note: in case of major festivals, whether single or not, you should extend holiday greetings to your customers.

Fourth, the objection handling part:

1, about the problem that the warranty period has not yet arrived: Q 1: The warranty period is still early. Let's talk about it.

A 1: TSR: I believe you must be very busy at ordinary times. When the insurance expires, you may ignore the renewal for other reasons, so I call you on my own initiative. If there is no problem, I will renew your insurance right away, without wasting your time, to ensure the peace of mind of your car, and you don't have to worry about insurance anymore. Have you changed your insurance coverage this year? I'll quote you the best renewal price right away.

I see, Mr./Ms. X. Your insurance will not expire for some time. But in fact, 80% of car owners are insured in advance now. You see, since I called you, it will take you two minutes to help you calculate the price. Please refer to it first. It doesn't matter whether you buy it or not. Just know about the auto insurance market. (Pause 1 sec) Have you changed your insurance coverage this year? I'll quote you the best renewal price right away. A3: I understand, but now more than 80% of our customers renew their insurance in advance. The renewal will be automatically connected after your insurance expires this year, and you will no longer be insured. Besides, I'm just making you an offer now. You can refer to it, so you can consider it for a little more time. We also hope that you can know the best price in advance. Have you changed your insurance coverage this year?

2. On the issue of premium:

Q 1: I am your renewal customer. Why is the price not lower than that of other companies? A 1: TSR: Because you haven't been out of danger for many years in a row, the price last year was already the lowest. I'll give you all the discounts this year. This is also the lowest discount stipulated by the industry. Please rest assured. In fact, the prices of big companies are similar. The most important thing is whether we can provide you with better service. This year, PICC launched seven exclusive upgrade claims services for high-quality renewal customers like you; Now you can also enjoy our website (the latest activities of the website) and (branch activities) through renewal. If there is no problem, I will check our delivery address with you.

A2: First of all, you need to pay attention to whether it is the same type of insurance and the same amount of insurance. If it's the same, it's definitely in our best interest to keep selling online! Because PICC online sales will give you an extra discount of 15% on the price. But don't worry, we will never give you a discount on your service. If you are insured on our network now, you will also get VIP auto insurance butler service.

Free delivery within the Fifth Ring Road, free trailers for vehicles with unlimited number of accidents, and free oil, electricity and spare tires for vehicles with faults within the Sixth Ring Road. In this way, you don't have to go out for insurance, and you can enjoy quality and convenient service! You see, if the insured amount has not changed, I will help you register the information and arrange for someone to send you the insurance policy. Is it more appropriate to deliver the bill tomorrow morning or afternoon?

Q2: What's the difference between online insurance and telephone insurance?

A: The auto insurance rates for our online insurance and telephone insurance are the same, and the premium will not be much different. But you can enjoy more services by applying for insurance through the website, such as: you can manage your own insurance policy in my safe; And you can also choose online banking to pay the premium, so you don't have to go out for insurance, and you can also enjoy the quality and convenient service of PICC. Why not? You see, if the insured amount has not changed, I will help you register the information and arrange for someone to send you the insurance policy. Is it more appropriate to deliver the bill tomorrow morning or afternoon?

3. About gifts

Q 1: Ask for a gift, otherwise how can there be no peace?

A 1: Our insurance company directly discounts the premium by 15%, which is equivalent to directly discounting it to you, which is much more affordable than giving gifts. You can use the money saved to buy other things you like. What a bargain.

A2: Mr./Ms. X, what is the main purpose of our insurance? It is to be more worry-free when you are in danger, more comfortable when you make claims, and more assured when you serve. Our PICC service is nationwide, with unlimited times of accident car and breakdown car rescue.

On the premise of commercial insurance saving 15%, you can also participate in (the latest website) activities.

4. About the customers who complain about the service.

Q 1: Your service is not good.

A 1: I'm really sorry for what happened to you. What do you mean? Can you tell me? In this way, we can make improvements according to customers' opinions. You see, PICC has always attached great importance to improving service quality, and we have a return visit every year to summarize and improve all the bad service items; The cooperation of repair shops is also changed once a year: if customers complain that a repair shop is not good, we must stop cooperation. This year, we upgraded our services for customers with large-scale renewal. Please choose PICC again and experience the latest service of PICC this year. Well, let me check our relevant information with you first. ...

A2: You know, our claim adjusters and other employees are professionally evaluated every year. If you fail the examination, you will not be hired. If a big company like PICC continues to recruit in case of work problems, all its customers will be lost, don't you think? In order to develop the company and better serve customers, we will be strict with our employees. Now PICC provides a service that benefits the people, that is, a professional claims coordinator supervises the claims and accidents of your car, which greatly protects your rights and interests. I sincerely hope that you can choose PICC again, and we will never let you down. Excuse me, which part of the claim makes you dissatisfied?

Ok, thank you for your valuable advice. In fact, we have been constantly improving our service quality, hoping to provide better and more convenient services for customers who trust and choose PICC. Recently, we have specially launched seven exclusive claims services for renewal customers. I hope you can continue to choose PICC and experience our service upgrade. Do you think I can check our information with you?

Verb (short for verb) Note:

1. The red font on it is a service with regional characteristics. This part is only for the reference of the business group and can be replaced according to the characteristics of the current group.

2. After each objection handling speech, guidance must be given.

Expand:

These two kinds of auto insurance telemarketing are simple and practical.

First, to do business, you must be proficient in all business knowledge, which is also the basis of vehicle sales. For example, a car insurance business must have a detailed understanding of some terms of car insurance and be able to understand the meaning of each term, including the types of car insurance (compulsory insurance, third party liability insurance, burglary insurance, car body scratch insurance, glass breakage insurance, etc.). ), as well as the coverage of each kind of auto insurance, and what responsibilities are there besides risks. Since it is the responsibility, how should we explain it to the customer so that the customer is very satisfied with the insurance under understanding? These are some problems that need attention.

Second, auto insurance salesmen must have a certain understanding of vehicles, such as the approximate prices of various models, the internal structure and performance of vehicles. This is a very clear requirement for everyone. Since you are dealing with vehicles, you must know something about all models. For example, if someone buys a Li Xia, many owners who don't understand it may directly ask you, how much is it to buy this car with full insurance? At this time, you must have a general understanding of the price of Li Xia models, and then estimate the approximate price of all risks in one bite. On the one hand, this will make car owners feel that you know it very well, so it is easy to promote this list.

The above are some basic skills of vehicle sales. Do the above two points, and your auto insurance business will definitely be upgraded to a big level. Here, the author has to remind car owners that in today's era when the network is very developed, if everyone can't play the role of the network, it means that he is derailed from the world.