Call Preparation
Successful calls start before you dial. Preparation separates professionals from amateurs.
Research the Prospect: Review any available information. For commercial accounts, understand the business. For personal lines, note life events that triggered their inquiry.
Know Your Goal: What is the ideal outcome of this call? Closing a sale? Setting an appointment? Gathering information? Clarity of purpose guides conversation. For more information, see our guide on objection responses.
Prepare Materials: Have quotes, scripts, product information, and CRM open before calling. Fumbling for information loses momentum.
Mental Preparation: Clear your head of previous calls. Each conversation deserves fresh attention.
Environment Check: Minimize background noise. Ensure reliable phone connection. Have water available for longer calls. For more information, see our guide on objection handling.
Effective Opening Techniques
The first 10 seconds determine whether prospects engage or disengage:
Lead with Value: Skip small talk. Tell them immediately why this call benefits them.
Establish Credibility Quickly: Brief mention of your expertise or relevance to their situation. For more information, see our guide on handling objections.
Ask Permission to Continue: Give them an out, which paradoxically makes them more likely to continue.
Sound Natural: Scripted openings must sound conversational. Practice until scripts feel like natural speech.
Match Energy: Read the prospect's communication style and adjust. Some want efficiency; others prefer warmth.
Example Opening:
"Hi [Name], this is [Your Name] with [Agency]. I'm calling because I've helped several families in [Area] reduce their insurance costs while improving their coverage. Would you have a few minutes to see if that might work for you?"
Discovery Questions That Work
Discovery reveals needs that shape your presentation:
Open-Ended Questions: "Tell me about your current coverage situation" invites detailed responses.
Situation Questions: "When did you last review your coverage?" establishes baseline.
Problem Questions: "What concerns you most about your current insurance?" reveals pain points.
Implication Questions: "What would happen to your family if..." helps prospects recognize needs.
Need-Payoff Questions: "If we could solve that concern, would that be valuable?" confirms priorities.
Listen more than you talk during discovery. Take notes. Repeat back key points to confirm understanding.
Presentation Skills
Present solutions to discovered needs, not product features:
Connect to Needs: "You mentioned concern about [Need]. Here's how we address that..."
Simplify Complexity: Insurance is confusing. Explain in terms prospects understand.
Use Stories: "A client in a similar situation found that..." makes concepts concrete.
Check Understanding: "Does that make sense?" ensures prospect follows along.
Address Objections Proactively: If you know a concern is coming, address it before they raise it.
Limit Options: Too many choices overwhelm. Recommend a specific solution based on their needs.
Closing Techniques
Closing is asking for what you want:
Assumptive Close: "Let me get your email to send the application" assumes agreement.
Alternative Close: "Would the standard or enhanced plan work better for your situation?" offers choice between options.
Summary Close: "So we have [coverage] for [price] that addresses your concerns about [needs]. How does that sound?"
Direct Close: "Based on what we discussed, I recommend moving forward. Can we do that today?"
Handle Hesitation: If they hesitate, explore the concern rather than pushing harder.
Clear Next Steps: Every call should end with specific next steps, whether closing or scheduling follow-up.
Insurance sales calls are skills that improve with practice. AI roleplay platforms let you practice each phase repeatedly until techniques become natural.