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January 2019 Podcast: Insurance Secret Shopper Calls (The Good, The Bad & The Ugly!)

Welcome to the first Ridiculously Amazing Insurance Podcast of 2019! Kelly and Dave will now be joined by their colleague Scott for the podcast from now on, which gives them more credibility and experience to share with our listeners!
The topic of this episode is secret shopper calls and how they can be beneficial to your agency. Secret shopper calls are viewed as a “necessary evil” that help keep sales and service agents on top of their game and accountable to their sales process. Agency Performance Partners has recently beefed up their secret shopper call process, beginning with the planning stages before the call is even placed and including an intensive review process of the actual call and a thorough survey and video created by the secret shopper delivered to the client afterwards. These calls usually reinforce the need for a clear sales process and training, and perhaps find holes in the system that need to be patched up.

You may be surprised to hear some of the data that has come out of APP’s secret shopper calls:

  • 0% of the agents built their own value as an independent agent
  • 33% did not follow through in delivering a quote to the client
  • 60% did not even attempt any cross-selling
  • 73% did not build rapport with the client
  • 83% did not follow up after sending a quote

Overall, they have found that even small-town agencies treat their clients as a transaction rather than an intelligent person. This could be a reflection of the misallocation of priorities by leadership or a culture that breeds the lack of accountability. Scott brought up a helpful idea that should be adopted industry-wide: “Sell everything you have to everyone you serve unapologetically.”
Our goal in 2019 is to provide you with the solutions to your agency’s problems. If you feel that your agency could use some help from the Agency Performance Partners, check out our product and service offerings online or through the links below:
Agency Assessment (includes secret shopper calls):
Secret Shopper Calls only:
Virtual Training:
APPX Sales Training:

Kelly Donahue Piro

Kelly Donahue-Piro is a game changer in the insurance industry. As the Founder and President of Agency Performance Partners and Co-Founder of the sister marketing company, Agency Appeal, she’s an in-demand speaker at regional and national insurance conferences and a social media and digital marketing trailblazer. READ MORE

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