Agency Performance Partners


3 Role Playing Scenarios From Your Favorite Insurance Consultants!

Posted on January 29, 2016 by Kelly Donahue Piro

Role playing…. why do agencies only do it when we are onsite? It’s a totally uncomfortable training opportunity. The thing is the more you do it, the easier it becomes. Agencies who have adopted it as part of their ongoing training strategy see a better customer experience and a happier team. The question is will you use these retention role playing strategies without us? If not call your favorite insurance consultants today so we can help break the ice!

Scenario 1: A client calls looking for a copy of their declaration page.

  • There is no email address on file
  • Over the past 3 years their rates have gone up 20%
  • They have had no contact with the agency in 3 years

Find out why they are looking for the declaration page

Explain why to continue to do business with the agency

Sell them on letting you requote the policy

Scenario 2: You receive a fax cancelling a long term client’s policy.

  • The client is changing agents for a difference of $50 in premium annually
  • Call the client to find out why they are cancelling

Explain why to continue to do business with the agency

Ask them if you can re-quote them in 6 months

Scenario 3: You receive your monthly list of renewals. You find a client who is monoline home, has no email address on file, their rates have gone up 20% and we have had no contact with them in the past 3 years.

  • The client does not have an email address
  • The client just received their increase in the mail

Ask them for their email address

Thank them for their loyalty of doing business with the agency

Remind them that you work with several top carriers and are here, locally, in the event of a claim

Ask for the other line of business

Scenario 4: A client of 5 years with home and auto calls up upset about a rate increase. Their rates went up 6%.

Explain that rates have been going up over the past few months

Review the policy features to determine if there is a way to change the policy before re-shopping it

Look for additional discounts that can be added