Learning Scenario

Effective Lead Handling & Management

Stage

Start

By the end of this course, you will be able to:

• Properly manage and record leads using the Leads & Upsells Tool
• Execute the lead handling process through the Review, Educate, and Complete framework.
• Understand how to optimize key performance indicators (KPIs) such as AHT (Average Handle Time) and lead conversion.

Learning Objective

Lead Handling & Management

Lead Handling

Leads & Upsells Tool

Review, Educate, and Complete

A lead refers to a customer or potential customer who shows interest in a product or service. Effective lead handling is crucial for business growth, as it directly impacts sales and customer satisfaction.

Introduction to Lead Handling

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Evaluation

Synthesis

Determine Channel Identified

Disposition the Lead

Create Lead

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Review Offer

Identify Lead Opportunity

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Leads & Upsells Tool

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Key Steps in the Lead Management Process

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Step 3Complete

Step 2Educate

Step 1Review

Leads & Upsells – Review, Educate, and Complete

View

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View

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Rememberto Utilize!

Always use the Leads & Upsells Tool to record lead information. This step is mandatory and failure to follow this process can result in a disconnection between the lead and the quote.

Learning Point

Recording and handling leads correctly ensures that the lead can be tied back to the resulting quote, which improves tracking and conversion rates.

Importance

Tool suggests lead and customer accepts: Click Create Lead to send lead. Your suggest lead not prompted by tool and customer accepts: Click Create new Lead link to send lead.

Create Lead

Even if the rep is unavailable, ensure the lead is correctly documented in the Lead sheet. This guarantees the lead can be traced and followed up effectively. i.e., Mr. Ph wants motorcycle policy

Document the Lead

Based on the routing line result, the lead will either be transferred to the LSO Office or DRC for follow-up. Ensure proper channeling for smooth lead conversion.

Determine Channel Identified

Click correct status for each offer. If no offer made, Disposition not needed. We track these. If you click Disposition and want to change it, click Disposition again to remove it.

Disposition the Lead

Review presented offer. Actively listen for right time to discuss offer. Use good judgement to make offer or not, e.g., it may not be the right time if customer is rushed, upset, or cancelling a policy. Listen for cues to decide if another offer is more appropriate, e.g., tool offers Auto but customer said they don't own a car.

Review Offer

By understanding and applying the principles of lead handling and utilizing the Leads and Upsells Tool effectively, you ensure a streamlined process that positively impacts key metrics like AHT and lead conversion rates. Remember, every lead matters, and effective management can significantly drive business success.

Conclusion

Endorse policy if needed. Comment policy with accepted, interested, and declined offers.

Complete

Open Tool. Click Leads & Upsells widget in CREST. Must use on all calls when tool prompts an associated offer. If prompted offer doesn't apply, use tool to be aware of offer.

Identify Lead Opportunity

After educating, close the conversation by endorsing the policy if needed. Ensure that the offer is recorded, including whether the customer accepted, declined, or expressed interest for follow-up.

Step 3: Complete

Documentation: Always comment on the policy, recording the customer’s decision.

Actively listen for the right time to discuss the offer. Use good judgment to determine whether the customer is interested in a lead offer or an upsell.

Step 1: Review

Best PracticeConsider customer cues and behavior. If they are ready to proceed, make the offer. If they are hesitant, offer more information or delay the conversation to a more appropriate time.

Example:This service will provide you with greater peace of mind by covering all possible contingencies in case of an emergency, ensuring you're always prepared.

Be short and precise when educating on the available coverage. Focus on the business value and benefits of the product or service, but avoid mentioning competitors. The goal is to clearly communicate why this offer is valuable to the customer.

Step 2: Educate