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[Ron Enget Contribution Level: 2]

If a sale cancels............it is not final. Always be kind and keep the door open.

Always ask WHY did they cancel. Perhaps there is an issue that could be easily resolved in a kind way.

Re-affirm the value of the product that they wish to return. Perhaps they are not yet convinced of the true long term value of the product or service.

At the very least, leave them with a smile and a good feeling about who you are, and how you have treated them........many of them will come back when they need that service or product again, simply because you proved to them that business is all about making their life better..............not about you making money.

Hope that helps.

Ron Enget

[Warren Veach Company: State Continuing Education Contribution Level: 4]

Hey Dean,

Haven't seen you around much lately, good to hear from you again.

Having been in the insurance biz for the last 10 years, I have learned that the best way to deal with a cancellation is before it happens.

Upon completion of the application, before putting the paperwork away, I simply say, "Dean, I think you have a made a very wise investment in taking care of your insurance needs tonight. Would you mind telling me in your own words why you felt it was important to get this policy in place tonight?"

As they tell me why they have decided to make the purchase, I take notes of everything they say on my ever-present legal pad. When they have completed telling me their reasons why they made the purchase, I write the date on the paper along with my name and cell-phone number. At this time I also put their name/number in my cell phone and tell them that if they ever have a concern or question not to hesitate to call me. "I haven't turned off my cell phone in years, so I don't care what time or day it is."

This is also a good time to ask them to put your name/number in their phones, and a great time to ask for referrals because they have their phone in their hand, and all you have to say is, "Do you know of any of your contacts that I might be able to help with their insurance needs?"

Then I ask them one more time if there is anything that isn't clear to them, or if they have any additional questions.

If not, then and only then, will I pick up their paperwork and put it in my folder. As I separate the paperwork into my pile and their pile, I put the notes I took from when they told me their reasons why they made the purchase, along with my name and cell-phone number on top of their pile and leave it along with their copy of the paperwork.

I'll ask which of them handles keeping track of their important documents and hand their copies to that person and say, "I know you have a place where you keep all your important paperwork, would you please file this with your other documents now?"

However, as I pick up my copy of their paperwork, I separate the check they've written and leave it laying on the table.

NEVER PICK UP THE CHECK!

Before saying goodnight, I'll put their folder in my briefcase, close it up and set it aside. Then I'll take out a business card for both the husband and wife, point out my contact information on the cards and ask them one more time if they have any questions.

I'll grab my briefcase, shake hands with them and head for the door. Usually, at this time, one of them will notice that I have left the check laying right there on the kitchen table and pick it up and bring it to me saying, "Don't you need this?" However, I have made it all the way to my car before they catch up to me with the check.

When I get back to the house/office, I immediately send:
1. An e-mail thanking them for trusting me to help them with this very important decision and reiterating the reasons they gave me at the table.
2. A "Thank You" card. Again, thanking them for trusting me and reiterating their reasons.

The next morning, I will call them to let them know that their application has been submitted and is now in the Home Office and their policy will be delivered soon.

If, after I have done everything I could to firmly close the deal, they decided to cancel anyway, then what Roger wrote is probably very similar to what I might say:

"Dean, I just got notification that you have withdrawn your application for insurance and wanted to make sure there wasn't an error made. After all the reasons you gave the other night for getting the policy, and why you thought it was important to get this policy, I'm sure you must have a good reason for changing your decision. Do you mind if I ask what it is that caused you to change your mind?"

Sometimes it is a mis-understanding, sometimes its an unforeseen event, but never, ever close the door.

So Dean, after going to the trouble of setting the appointment for the insurance guy to drive to the outback "half an hour out of town anyway" to visit you the other night, sitting through his presentation, completing the paperwork, I'm sure you must have a good reason for changing your decision. Do you mind if I ask what it is that caused you to change your mind?

[Jim Ticehurst Contribution Level: 4]

Dean I think that the agent done you a favour. You found out at a very early stage the attitude of the company. Because were it a decent company that would not employ sales agents who resort to that type of behaviour. Having said that I sold contractual savings plans for many years in New Zealand and I must admit that I used to use quite a strong close on people that I presented our plan to.
The reason being that quite often I would be out on the farms and when people used to say to me "can we think about till friday" (or whenever) I just knew that I would most likely be a hundred miles away by then so I used to say to them "well if you are happy with the plan lets fix it up now, and if you decide by Friday that it's not for you then here is my home number just give me a call" some did cancel, most never. So the point that I trying to make is that a 'hard close' in New Zealand is standard.
I know that when I was in NZ 'Combined' had a very bad name for pressure selling (as did most of the American based Insurance companies), and the reason that they are so rude is because the sales manangers are encouraged to teach their agents to behave that way. Just look upon your experience as a valuable lesson of how not to treat people, it is to easy only learning from good experiences....if all lessons were that cheap we would all be much wiser people, thats it, regards Jim T.

[Nathaniel Johnson Contribution Level: 6]

It seems like you cancelling on him was like a brutal blindside to his ego or sales mantra. He was probably super excited to have you as a commission Dean I know I would be But you're right, such is life as a salesman and it sounds like he might not be too experienced if he get's really butt hurt over a cancellation. But maybe because he came out to your house he felt a deep connection with you?

[Warren Veach Company: State Continuing Education Contribution Level: 4]

Warren - are you trying to sell me insurance?

Nah, I'm not licensed down under. Just wondering why you canceled the application.

Although it should not have been a factor, there is never a valid reason for being rude to a potential client, but I know that it is doubly difficult to deal with cancellations when they come right before a holiday like Christmas. Like most of us, he probably already had the commission spent.

[Melanie Milletics Company: ViSalus Sciences Contribution Level: 4]

Warren just inspired me to work to recruit lots of insurance agents!

The professional, non aggressive salesmanship in that whole process is just awesome.
Mind sharing what company you got that training from?


I'm serious!

[Shirland Carrington Contribution Level: 2]

Hey Dean,

Haven't seen you around much lately, good to hear from you again.

Having been in the insurance biz for the last 10 years, I have learned that the best way to deal with a cancellation is before it happens.

Upon completion of the application, before putting the paperwork away, I simply say, "Dean, I think you have a made a very wise investment in taking care of your insurance needs tonight. Would you mind telling me in your own words why you felt it was important to get this policy in place tonight?"

As they tell me why they have decided to make the purchase, I take notes of everything they say on my ever-present legal pad. When they have completed telling me their reasons why they made the purchase, I write the date on the paper along with my name and cell-phone number. At this time I also put their name/number in my cell phone and tell them that if they ever have a concern or question not to hesitate to call me. "I haven't turned off my cell phone in years, so I don't care what time or day it is."

This is also a good time to ask them to put your name/number in their phones, and a great time to ask for referrals because they have their phone in their hand, and all you have to say is, "Do you know of any of your contacts that I might be able to help with their insurance needs?"

Then I ask them one more time if there is anything that isn't clear to them, or if they have any additional questions.

If not, then and only then, will I pick up their paperwork and put it in my folder. As I separate the paperwork into my pile and their pile, I put the notes I took from when they told me their reasons why they made the purchase, along with my name and cell-phone number on top of their pile and leave it along with their copy of the paperwork.

I'll ask which of them handles keeping track of their important documents and hand their copies to that person and say, "I know you have a place where you keep all your important paperwork, would you please file this with your other documents now?"

However, as I pick up my copy of their paperwork, I separate the check they've written and leave it laying on the table.

NEVER PICK UP THE CHECK!

Before saying goodnight, I'll put their folder in my briefcase, close it up and set it aside. Then I'll take out a business card for both the husband and wife, point out my contact information on the cards and ask them one more time if they have any questions.

I'll grab my briefcase, shake hands with them and head for the door. Usually, at this time, one of them will notice that I have left the check laying right there on the kitchen table and pick it up and bring it to me saying, "Don't you need this?" However, I have made it all the way to my car before they catch up to me with the check.

When I get back to the house/office, I immediately send:
1. An e-mail thanking them for trusting me to help them with this very important decision and reiterating the reasons they gave me at the table.
2. A "Thank You" card. Again, thanking them for trusting me and reiterating their reasons.

The next morning, I will call them to let them know that their application has been submitted and is now in the Home Office and their policy will be delivered soon.

If, after I have done everything I could to firmly close the deal, they decided to cancel anyway, then what Roger wrote is probably very similar to what I might say:

"Dean, I just got notification that you have withdrawn your application for insurance and wanted to make sure there wasn't an error made. After all the reasons you gave the other night for getting the policy, and why you thought it was important to get this policy, I'm sure you must have a good reason for changing your decision. Do you mind if I ask what it is that caused you to change your mind?"

Sometimes it is a mis-understanding, sometimes its an unforeseen event, but never, ever close the door.

So Dean, after going to the trouble of setting the appointment for the insurance guy to drive to the outback "half an hour out of town anyway" to visit you the other night, sitting through his presentation, completing the paperwork, I'm sure you must have a good reason for changing your decision. Do you mind if I ask what it is that caused you to change your mind?

This is definitely an experience that anyone purchasing insurance would not mind going through. Professional and courteous all the way. I never keep track of how much a great sales experience cost me but I truly remember the cost of the bad ones forever. Have you ever had to go back and get the check?

[Jayson Herewini Contribution Level: 2]

Hey Dean,

I agree with Warrens comments, especially the sales process and taking the client on the joy of discovery, Ive worked in Insurance as well and Im greatfull to that sector for the teachings, but it wasnt until I started my career as an advertising agent that I used what I learnt in Insurance and positioned it in advertising.

I feel the insurance broker truly failed to identify your needs, had he found out your reasons why you need insurance he could of added more value to his product and positioned that product to better suit your needs not his.

I also like what Jim wrote about closing the sale, each to their own I guess, there have been times when I have used the hard close, the delayed close but my personal favourite is the optional close because it works a treat with needs base presentations.

In my first 2 years in the game there were times when I had a couple of clients who like you used the "free look period" based on that experience the only reason why those clients canceld the cover was because I didnt find their true need, and the other reason I believe personally they used that clause is because I became unclosed on the sale.

In other words I gave that client a reason why to say yes to me now but you can cancel this policy on me in 14days time or what ever the free look period is. At the end of the day in my opinion it still comes down to the broker not identifying why you need insurance.

Like Mike says in his videos no wants a drill, what we want is what size hole the drill can give us, no one wants insurance what we want is peace of mind.

Jayson H

[Warren Veach Company: State Continuing Education Contribution Level: 4]

Warren just inspired me to work to recruit lots of insurance agents!

The professional, non aggressive salesmanship in that whole process is just awesome.
Mind sharing what company you got that training from?


I'm serious!

Melanie,

Thanks for the kind words. I wish I could say that an insurance company taught me those skills, but the truth is that I was fortunate to have a father that was a wise and successful businessman.

I started working for him while I was still in High School and had the opportunity to be present when he negotiated some rather difficult contracts with labor unions.

Afterwards, I had the privilege of working with the Ziglar family (yes, that Ziglar) here in Dallas. I became a fan of Zig and Joe Girard and began reading their books and making a study of their techniques.

Later, I got my start in the sales business selling encyclopedias, and then vacuum cleaners, door-to-door. Insurance came later, but I still employed the lessons I had learned from long ago, and those experiences lead me into sales training.

One thing I learned before the internet was even in existence, was that by sending a card through the mail to say "Thank You", "Happy Birthday", "Happy Anniversary" or just a "Hello" and only occasionally mentioning a product every now and then, I gathered more sales and referrals than many of my peers did. Sound familiar?

[Warren Veach Company: State Continuing Education Contribution Level: 4]

This is definitely an experience that anyone purchasing insurance would not mind going through. Professional and courteous all the way. I never keep track of how much a great sales experience cost me but I truly remember the cost of the bad ones forever. Have you ever had to go back and get the check?

Thanks Shirland,

Nobody objects to a pleasant experience. If you go a local car shop and get treated like crap, on average, you will tell 7 different people about that experience. And the people that you tell, will relate your story to 5 more people.

However, if you have a great experience, you may tell fewer people about your experience, but the results would be much more favorable.

And just think what might happen if 4-6 weeks later, you got a card in the mail asking you if you had had any more problems with your car.

Think you'd go back to that car shop or refer someone else? If you had a pleasant experience you would.

Oh, and have I ever had to go back and get the check?

No, but there has been a time or two when I had to walk to the door really, really slow!