Some agents are more genuine, more in-tune and even more comfortable with meeting clients in person versus speaking with them over the phone. Sure, there are those rare occasions when a customer will buy insurance over the phone and docu-sign the policy, without the need to ever meet the agent who insured him or her. Yes, it happens, but for every policy that is written this way, there are ten others that require an in-person meeting with the customer who wants to sit face-to-face with the person who will be securing their finances. 

An in-person meeting is different from a phone sale, and the main difference is that when you meet a client in person, you can read body language. While you may be able to sense it if someone tenses up over the telephone, it’s much easier to see and feel defensiveness and hesitation. 

The same rules of engagement are still at play when you meet face-to-face with a prospect. You still have to understand the difference insurance lines and how to apply them to different types of people. No, you can’t just “wing it.”

The beauty of buying insurance data leads is that the customer already filled out a questionnaire with the lead provider and is ready to compare insurance quotes. You won’t be starting from scratch. You’ll have some information with which to strike up a pleasant conversation.

Getting the Consumer to Open Up and Relax

Most people are repelled by salespeople. We’ve had bad experiences or have ended up with products we do not need and bills that are overwhelming. A consumer may really want to change insurance carriers but is distrustful of insurance agents based on past experiences. S/he may feel an impulse to push the new agent (you) away.  

If you face hesitation while explaining what it is you are offering, it should be expected. It also does not necessarily mean no. Engage the consumer and try to let them do the talking. Stay persistent, but seem calm and don’t rush or push a hesitant customer. 

The following are body language signs to look for in the person to whom you’re trying to sell in person. 

No eye contact and/or fidgeting, leg shaking 

1. This could either mean that the customer is nervous meeting you for the first time and buying an important tool to safeguard his/her assets.  
2. It could also mean that the client is being dishonest.
3. It could mean that this person is just not at all receptive to what you’re saying.

It’s your job to ease the customer into revealing which of the above is his/her truth. All are sensitive scenarios that need to be handled in vastly different ways. Regardless, you need to pull back, make the customer gain your trust and see if s/he softens from a place of hesitancy to a place of openness. 

Crossed Arms or Clutching Something (a Drink, a Pen) at the Chest

The customer is feeling defensive. Your job is to figure out why the customer is being defensive and to get him or her to soften. If you’ve already quoted this person and s/he became defensive after receiving the quote, s/he may be defensive about the price. Explain why the policy you’re selling costs what it does, how it compares with other carriers. It’s your turn to sell the product.

Rounded Shoulders, Bad Posture, Sighing or Yawning

Your customer is not at all receptive to what you’re saying and maybe bored or wanting the meeting to end. It’s your job to inject some energy into the discussion, perhaps ask them what they need if you’ve been rambling non-stop.

More often than not, the agent talks a little too much. Often, when you let people talk and acknowledge what they are saying, they will feel more comfortable in your presence. Go so far as to ask, “How can I make this experience better for you?” or, “I sense your hesitation. Talk to me,” or something along those lines. 

Until the hesitant or defensive customer begins to tell you his/her needs, you won’t succeed in writing a policy. 

Agent Strategy Concluded

While we also love one-call closes, it’s better to be prepared for a more realistic scenario in which you spend most of your time overcoming a closed customer who is wary of buying anything from you. Bringing down that person’s guard may take some time and nurturing, so be patient and follow up. 

Remember that if your customer wants a face-to-face conversation, start strong and end on a good note, regardless of what transpires (yes, even if they say they will not buy insurance from you!).