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AIG’s Top tips for engaging with clients

By 30th May 2022Blog

1. Don’t forget to talk about value added services

Value added services build trust between you and your client. Highlighting the additional benefits they can receive with certain types of cover will show them that protection is more than just financial support at the point of claim. Talking about them will help with client retention. By offering beneficial services that are available throughout the lifetime of the policy, not just at claims stage, means your clients are less likely to cancel. 

Here are four things to consider:

Improved sales process: Understanding the key features of all value added services will help you to improve the conversation you’re having with your clients, resulting in an improved sales process.

Health and wellbeing:A large majority of the value added services offered with protection products focus on the health and wellbeing of the customer and their family. Helping your clients lead a healthier life will have a positive impact on your relationship.

Flexibility: Value added services can provide the flexibility your clients need. From on demand access to GP appointments to around the clock fitness and nutrition support, value added services fit in with your clients’ busy lifestyle.

Value: Your clients will be able to benefit from services throughout the lifetime of the policy and not just at claims stage. Ask them how much they would consider paying for the value added services alone and remind them that they get that access at no additional cost.

Find out more about AIG’s award-winning value added service Smart Health here.

2. Use tools and calculators

Using interactive resources in protection conversations with your clients can really help bring their policies to life.

Whether it’s showing the speed at which savings can run out if your client can’t work due to illness or the amount and cost of cover your client could have, these tools can help highlight the need for this type of insurance and show the value of putting the protection in place.

You can find tools and calculators on our website.

3. Upskill yourself and your team

Upskilling is a way to improve your ability as an adviser. This can be through growing product knowledge, implementing processes and learning how to overcome objections. Having a highly skilled team is critical to the success of your business and developing skills and knowledge will help ensure the advice you’re giving is right the first time. This will have a positive reflection on your business and will increase the likelihood of repeat business and referrals due to customer satisfaction.

Here are some things to consider:

Product: Fully understanding protection products and selling them on the true value they offer your clients is so important. When deciding on cover, price is often a large factor for your clients, but you need to be confident that they’re aware of the real value of the different products available.

Sales process: It’s important to take a step back and evaluate your process to ensure your clients receive the right level of service throughout the whole advice process. It could be a great idea to have a process document or checklist to make sure you’re sticking to it every time.

Fact finding: When it comes to understanding your clients’ needs and being able to offer the most suitable advice, fact finding plays a crucial role. From hard to soft facts, the better you get to know your client means you’ll be able to advise on the most suitable cover.

AIG Life Support is a simple online learning system with a range of CPD content, bringing you insights and advice to help you stay ahead of your profession. They are available on desktop, tablet and mobile – learn where and when it suits you.  

For every module you complete, we’ll provide you with a certificate as evidence – access the academy here.

4. Look at your approach to client interaction

When speaking to your clients about the policies you’re putting in place for them, there are a number of things you can do to strengthen your professional relationship.

Objection handling: it’s a vital and necessary part of your skill set as an adviser. When dealing directly with clients, developing strategies for building the appropriate trust, knowledge, empathy and relationships will ultimately help overcome objections.

Soft skills: Success in sales requires more than just technical know-how. Soft skills, those tough-to-define relational skills that help you earn your customer’s trust, are equally essential to your business.

Technology: Technology is continually transforming the way businesses operate. Identifying new technology and training staff on areas such as social platforms, digital tools and Customer Relationship Management (CRM) systems will help streamline the sales process and help your business remain profitable and competitive.

5. Sell your knowledge and experience

Remember that you are the expert in protection conversations. Your skills and expertise are what’s going to make a difference in the lives of your clients should they have to claim, so have confidence in the recommendation that you make. Demonstrate your worth as a financial adviser at every step of the insurance journey and help your clients feel fully informed about the products you’ve put in place for them.

AIG

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