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When handling objections, do not get cute

There are times when you may be on the phone with a prospective customer discussing policies and what would best suit their needs when they begin to raise objections. You may think you have heard them all before and have a ready answer for just about anything someone can throw at you. STOP! Take the time to listen carefully to what is being said.

If you want to find out the real reason they are raising objections to purchasing a policy ask them politely and in a sincere tone: “Oh, why is that?” and let the person explain their reservations about buying insurance right now or purchasing one particular policy versus another one. Your honest curiosity and active listening is a win-win situation for everyone.

By taking the time to really connect with a lead you have become a trusted person to speak to about insurance needs. And while it may turn out that the individual does not buy a policy right now, chances are they are going to do that later because you took the time to respectfully listen to their concerns and offer them possible solutions and/or alternative ideas. It’s the personal touch and good customer service that goes a long way toward converting and keeping customers.

It only takes a slight shift in your perspective to go from a set script and ready answers to active listening to really get a fix on your potential customer. One of the best methods to relate to your lead is to paraphrase an objection back to them by saying something like: “If I understand you correctly, you [paraphrase the objection]. Do I have that right?”

Typically, this will further open the conversation in different directions and you may find a workaround for the stated objection. Here, too, is something that you need to be aware of while talking to leads — know the difference between a real objection and a brush off. After years of talking to people on the phone and in person, you have developed an innate sense of when you are being told to go away and when a person genuinely has some concerns that need addressing.

Fail to recognize the difference between a brush off and a sincere concern, which you can in all likelihood overcome, and you may find yourself talking to a dial tone. Be alert and aware to what your lead is saying and make sure you connect with them on a personal level and not come on gangbusters to sell a policy. You are dealing with another human being on the phone and they need to be treated with respect, care and dignity.

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