APP SECRET SHOPPER

Customer experience and sales process are two of the most important components to ensuring the success of any insurance agency, and to know how you can improve, you first need a clear picture of your agents’ interactions with potential customers. That’s where the APP Secret Shopper program comes in! See firsthand how your agents handle incoming sales calls by employing our secret shoppers who record a video and complete a thirty-question survey for each call made.

You may uncover areas which your team can improve upon that you hadn’t even considered! Companies we have worked with in the past were shocked to discover that 55% of the time their agents did not build value in the agency or explain why the customer should buy from them. If over half of the agents don’t explain the benefits of working with your agency, the customers can’t be expected to understand how buying from you will be advantageous to them! In fact, 57.4% of the time our secret shoppers said they would not have purchased insurance from the agent they spoke with.

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HOW WE HANDLE SECRET SHOPPER CALLS

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VIDEO

  • At least two minutes
  • Secret shopper makes a video every call
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THIRTY-QUESTION SURVEY

  • How long did it take to get a quote?
  • How many follow-ups?
  • How many recommendations for other lines?
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YOUR CHOICE

  • We can call specific agents or do the call with whoever picks up
  • Different scenarios crafted to see how your agents respond
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YOUR TEAM

  • Percentages calculated from all calls to see how your team is doing overall

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LEARN MORE

Learn more about the APP Secret Shopper program and how it has helped agencies like yours. We will assist you in creating scenarios for the calls, have our experts make the calls, and explain in detail what your individual agents did great on and in what areas there was room for growth.

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