Overcoming Objections

al123

Expert
20
Hey everyone,

I've been using this forum lately and it has some good information. I'm fairly new to telemarketing doing p&c and its only my second month. Note I only get the information needed to get the quote and give it to the agent, I don't set appointments. It's been hard lately I'm using a dialer making about 90 calls an hr but the problem is only an average of 3 people answer from the 90 dials *i call 11-3 sometimes 3-8. I want to make the best of it but I keep getting the same objections. These objections are:

1. I'm not interested
2. I already have good insurance and completely satisfied
3. I have the best rate you can't even compete.
4. I'm all set
5. I've been with the same insurance company for 35 years
6. Stop calling me
7. Sorry my spouse deals with the insurance
8. I'm busy now

What are some ways to overcome these objections without getting hung up on? Thanks in advance
 
What are some ways to overcome these objections without getting hung up on? Thanks in advance

You don't. It's not possible. Cold-calling is a numbers game... just don't treat people like a number. You WILL be hung up on. Your goal is to simply REDUCE the number by being prepared with some kind of polite response to capture their attention and show that you're 'on their side'.

Because you're only selling a "quote", you're going to get all those objections. Without knowing your actual script, it'll be hard to pinpoint WHY you are getting these objections.

Here are some ideas that came to me. Just keep in mind that I'm a L&H guy, not a P&C guy.

1. I'm not interested

I can appreciate that. In fact, that's exactly why I called. Most of our favorite clients were initially not interested, like you. But once they saw how complete our services were and how we could improve their coverage for less than they are paying now... they are our loyal clients and refer us to others.

2. I already have good insurance and completely satisfied

That's exactly why I called. If I may, I'd like to ask you a question? If there was a policy that offered ____, would you want to know about it? (Think of a unique rider or feature of your favorite policy and talk about how it's different... even if it costs more money.)

3. I have the best rate you can't even compete.

Wow! You sound really knowledgeable about your insurance coverage! You must do your homework very well before buying it, I can tell. If I may, I'd like to ask you a question. If there was a policy that offered _____, would that change the way you evaluate the insurance you buy? (Same rider or feature as above)

4. I'm all set

I can appreciate that. I know that insurance isn't the most favorite thing that people want to talk about before they need it or write the check for the coverage. If I may, I'd like to ask you a question: If it was possible to reduce your costs and improve your peace of mind in the event of ____, would that be worth a return call from our local agent? (Think of some variant on this that would apply to you.)

5. I've been with the same insurance company for 35 years

See "I'm all set".

6. Stop calling me
Absolutely. I will update my records and you will not hear from us, unless you call us first. Thank you for your time.

7. Sorry my spouse deals with the insurance
I truly appreciate that. I wouldn't want my spouse to make decisions without checking with me either. It's the sign of a good marriage.

The reason for my call is to ask a couple of questions to generate a free, no obligation proposal of what we can do for you. Then we can compare with your existing coverage and let you be the judge on whether our ideas may be better for you, or not. It's completely up to you and your husband.

8. I'm busy now
See "I'm not interested" above, just substitute 'busy' for 'not interested'. It's essentially the same objection.
 
Wow! Those are some good responses thanks. If this might help my script goes something like this:

Hi my name is ___ with xyz company. I'm just following up on a letter we sent that has saved people x amount of money. I just want to ask you a couple question to see if I can do this for you

Is there anything I can add or remove in order to get less objections?
 
You don't. It's not possible. Cold-calling is a numbers game... just don't treat people like a number. You WILL be hung up on. Your goal is to simply REDUCE the number by being prepared with some kind of polite response to capture their attention and show that you're 'on their side'.

Because you're only selling a "quote", you're going to get all those objections. Without knowing your actual script, it'll be hard to pinpoint WHY you are getting these objections.

Here are some ideas that came to me. Just keep in mind that I'm a L&H guy, not a P&C guy.



I can appreciate that. In fact, that's exactly why I called. Most of our favorite clients were initially not interested, like you. But once they saw how complete our services were and how we could improve their coverage for less than they are paying now... they are our loyal clients and refer us to others.



That's exactly why I called. If I may, I'd like to ask you a question? If there was a policy that offered ____, would you want to know about it? (Think of a unique rider or feature of your favorite policy and talk about how it's different... even if it costs more money.)



Wow! You sound really knowledgeable about your insurance coverage! You must do your homework very well before buying it, I can tell. If I may, I'd like to ask you a question. If there was a policy that offered _____, would that change the way you evaluate the insurance you buy? (Same rider or feature as above)



I can appreciate that. I know that insurance isn't the most favorite thing that people want to talk about before they need it or write the check for the coverage. If I may, I'd like to ask you a question: If it was possible to reduce your costs and improve your peace of mind in the event of ____, would that be worth a return call from our local agent? (Think of some variant on this that would apply to you.)



See "I'm all set".


Absolutely. I will update my records and you will not hear from us, unless you call us first. Thank you for your time.


I truly appreciate that. I wouldn't want my spouse to make decisions without checking with me either. It's the sign of a good marriage.

The reason for my call is to ask a couple of questions to generate a free, no obligation proposal of what we can do for you. Then we can compare with your existing coverage and let you be the judge on whether our ideas may be better for you, or not. It's completely up to you and your husband.


See "I'm not interested" above, just substitute 'busy' for 'not interested'. It's essentially the same objection.

Good post.. There you go adding "value".. Didn't anybody tell you that is not allowed? :1laugh:
 
Hi my name is ___ with xyz company. I'm just following up on a letter we sent that has saved people x amount of money. I just want to ask you a couple question to see if I can do this for you

Is there anything I can add or remove in order to get less objections?

No wonder you're getting hung up on. You are providing no value or relevance for them to actually listen to you. They don't know you, and they don't care about you. You need to change that slightly.

Let's revamp it a little.

My recommended intro for you:
Hi, my name is ____ with xyz company here in ____ (city). Is this a good time to talk?

Why would they listen to you? Because you're calling LOCALLY, instead of some large calling center. Also, because you are being polite and not going straight into your 'pitch'.

They'll either say 'yes', 'no' or 'what's this all about?'... which is also a 'yes'.

If you get a 'no', be polite and just say that you'll call back another time. This shows that you LISTENED... something that most cold-callers DON'T do.

When they say 'yes' or 'what's this all about?'... here's what I would say:

The reason for my call is that we sent out a letter introducing ____ (agent) to the residents here in ____ (city) and how we save our neighbors "x" money so they have the money they need for more important things. If I may, I'd like to ask you a few quick questions?

You see, this is focusing more on the local community and having a relationship with the local agent. You're bringing it 'home' by talking about your neighbors and how you understand that insurance is important, but not the most important thing to your customer. After this, just ask the questions you need in order to generate a quote.


People don't buy from companies. They buy from other people. What kind of people? People that they know - or want to know - and to support their local community... not a call center.

The less you sound like a telemarketer in a high-rise building and the more you sound like "A good neighbor..." you'll do better.

I should charge you for this thread... but for some reason, I'm feeling generous these days! :goofy:
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BTW, who gave you that script? If it was your agent... you may want to find another agent to learn how to market yourself and your services. Apparently, THIS ONE doesn't know **** from shinola.
 
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The less you sound like a telemarketer in a high-rise building and the more you sound like "A good neighbor..." you'll do better.
He could sound like their grandson, but if talking to 3 people out of 90 dials in an hour, there's not enough hours in the day!

Cold calling is becoming less effective every day.
 
Thank you so much I appreciate the help. I will definitely apply this the next time I cold call :)
 
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