Accurate service for customers, answering questions for colleagues, and refueling for yourself
The career transition of an insurance agent (experience, new era, dream chasers, focus on financial, taxation and financial services ④)
Our reporter Zhao Zhanhui
Since last year, with the formal implementation of the independent individual insurance agent system, millions of insurance agents have ushered in new career opportunities.
A day for Yang Xinjie, an independent personal insurance agent, starts at 6 in the morning.
It was a snowy day at the beginning of the new year in Beijing, and Yang Xinjie Lei couldn't help getting up on time.
It was cold, but she put on a neat and thin suit with an orange down jacket wrapped around it.
With a bright coat, a backpack that can hold A4 paper, and a pair of big quiet eyes above the mask, a vigorous post-90s girl came towards him.
Customer needs are not static, and solutions must be adjusted in real time
Regularly contacting two potential clients, chatting with a new client about insurance plans, and taking an old client to visit the retirement community... On the way to work, Yang Xinjie is already familiar with the day's work.
"Actually, it was planned before going to bed last night. First, I reviewed the work for the day, and then listed the plan for the next day." Yang Xinjie opened the notepad and recorded the customer's name and herself in the itinerary grid. concise text, symbols.
Relying on a good memory and "bad writing", she clearly spelled out the insurance needs and progress of insurance purchases of hundreds of clients.
Not only the agent must know the insurance situation of the customer, but also let the customer know at a glance.
In addition to the notepad and the insurance contract to be signed, Yang Xinjie's backpack will always contain a stack of blank papers.
"Meeting customers with an A4 piece of paper is my unique 'secret'." Yang Xinjie said that when he was used to the first service, he sketched out the customer's insured products and demand gaps on a white paper, discussed with the customer, and continued to improve Forming a tailor-made insurance plan, and then converting it to a spreadsheet for storage, "equivalent to creating an insurance file for the customer, which is convenient for agents and users to check the policy and protection gaps at any time."
For each new customer, Yang Xinjie is most concerned about not how many insurance policies can be signed, but how to match his needs. This initial intention establishes the starting point of trust between her and customers.
She has worked as an insurance agent for more than 6 years, and has served hundreds of customers. She has changed jobs twice, but many customers choose "customers go with others" and look for her services.
Along the way, Yang Xinjie’s WeChat and phone kept ringing, and she answered inquiries from clients and colleagues with ease, “The clients’ financial literacy is getting higher and higher. , but I especially cherish their questions every time, so that I continue to accumulate in the process of exploring and answering again and again."
Although he has just joined the new company Dajia Insurance Group Co., Ltd. for less than half a year, as a senior agent, Yang Xinjie has been teaching the company's insurance newcomers for one month in a row.
Today was no exception, at 9am, the class started on time.
Yang Xinjie, who took off his down jacket and wore a suit, is full of professional style, from the details of insurance products to the experience of insurance services.
After the group course, Yang Xinjie opened a "small stove" for his colleagues - customizing insurance plans for customers and guiding "practical combat".
As usual, Yang Xinjie took out a piece of A4 white paper and began to teach without reservation. First, he sketched a "user portrait" with a few strokes: Mr. Wang is in his 40s, is in business, has a good income, has both children, and is still young. Increase the overall risk resistance of the family, and are willing to pay about 100,000 yuan in insurance premiums each year.
Then, Yang Xinjie and his colleague Wang Jing discussed the "framework" for insurance: "Love and responsibility as the pillar of the family are my positioning for Mr. Yang. Judging from his requirement for full coverage of family members, I do not recommend recommending a higher amount for him. It is a high-end wealth management insurance product, but provides comprehensive coverage of medical insurance and accident insurance.” Finally, we will improve the details of the plan: Mr. Wang often flies all over the country, and can insure travel accident insurance; Inpatient medical insurance; if the wife's income is not high, the insured amount can be higher...
Looking at Yang Xinjie's skillful design, Wang Jing admired and asked questions: "Mr. Wang has been in contact with the previous agent for several years, and he has not signed an insurance policy. Why should we impress him?"
"If a customer fails to sign up, it must be because we haven't met his real needs." Yang Xinjie recalled a professional experience of her own. Because she did not follow up the customer's needs in time, she recommended inappropriate insurance products, which caused the customer to switch to other insurance products. Agent, "I later learned that the type of product that the customer has insured clearly has a better price with me. That experience taught me a profound lesson: customer needs are not static, and we must keep in touch, correct and adjust in real time. insurance plan."
The face-to-face interview is essential, and the plan has been designed. Yang Xinjie and Wang Jing made an appointment to visit the customer together: "Tell me first, spend 20 minutes talking about the company, the industry, and myself, and talk to the customer about why they joined the company and their understanding of the industry. Build trust and 'break the ice' face-to-face with your own situation; listen again, find problems in communication, further dig deep into the potential needs of customers, and continuously improve insurance plans."
There is no one-shot deal, only long-term services
"Xiao Yang, I haven't seen you for a while!" As soon as Yang Xinjie arrived at the "Everybody's Home" living community in Chaoyang District, Beijing, old customers Aunt Zhang and his wife greeted him and shook hands warmly.
"We've known each other for several years, and we can leave everything on insurance to her." Aunt Zhang told reporters that the couple were looking to retire and wanted to find a community pension in a place with convenient transportation in the city center, where they could enjoy services and It is convenient for children to communicate with each other.
"As the demand for old-age care continues to grow with the aging population, insurance can not only provide financial security for old-age care, but also expand the supply of old-age services by building old-age communities." Yang Xinjie said that old-age insurance products and services have become one of her most important businesses. One, "run to these retirement communities where the company is located in the central urban area every three days."
Taking the couple to visit the model house and supporting facilities, while introducing the insurance process and rights and interests in detail, the old couple quickly learned about the relevant products and services, and made an appointment to bring their children to see it next time.
During the conversation, Aunt Zhang and his wife were full of trust in Yang Xinjie: "I have contacted several insurance agents before, and I have stepped on a lot of 'pits'. In the end, I chose to buy insurance with Xiao Yang, because this child is meticulous and practical, and every type of insurance Products can clearly tell us the pros and cons, not just for a temporary promotion, but a real long-term plan for us, which is convincing.”
"Insurance is a promise to the future, and an agent should provide long-term services. With me, there is no one-shot deal, only a long-term service." Yang Xinjie said that thanks to the correct guidance of an entry-level master, she started from the very beginning. Having established such professional awareness, with the continuous enrichment of work experience, Yang Xinjie's understanding of insurance services is also deepening.
Recently, Yang Xinjie encountered a thorny problem-the insurance beneficiaries designated by the client were her father and nephew. During the process of insurance preservation, she found that several relatives of the client were not in the same household registration book, and she needed to prove that the two Family relations do.
Yang Xinjie worked hard for nearly a month to collect the information of the relatives of the client and accompanied the client to the notary department for notarization of relatives, and finally helped the client to solve this worry.
"Signing the contract is only the first step. Follow-up preservation, claims and other links are more important services for customers. It is necessary to help them eliminate the risk of not being compensated and obtain protection smoothly." Yang Xinjie said that helping customers solve specific problems one by one. In the process, she gradually mastered a lot of knowledge and skills. "Basically, after signing a contract with me, customers will continue to add insurance. Many customers comment on me with two words: 'Peace of Mind'!"
Not just selling insurance, but also a risk manager and wealth planner
Excellent part-time lecturer of Samsung, Gold Award for personal insurance business quality, and the policy continuation rate has remained above 98% all year round... The honor and the affirmation of customers did not make Yang Xinjie complacent, but made her more and more panicked, "I found that customers' financial consumption needs It’s becoming more and more complex and diverse, and if you haven’t been exposed to new knowledge and connected with new customers for a period of time, you will feel uneasy about staying where you are.”
Even though he is very busy with work every day, Yang Xinjie still uses his spare time to listen to lectures and read articles, and constantly pressurize himself in his spare time.
It was this eagerness to learn that prompted Yang Xinjie to make a career transition.
In August last year, Yang Xinjie joined Dajia Insurance Group, a pilot agency reformed, and became an independent insurance agent.
"Traditional agents 'walk on two legs', they can get direct commissions by selling insurance, and they can also get indirect commissions by developing downlines, while independent insurance agents, as the name suggests, do not need to develop a marketing team, develop their business independently, and sell insurance policies. Direct commission." Yang Xinjie explained that such an agency system has brought new vitality to her career.
"The income is higher." Yang Xinjie said frankly with a smile, under the organizational structure of the traditional agent pyramid, often only the top agents can get relatively high commissions, the income of the grassroots agents is lower, and the team structure of independent agents Flattening, there is no indirect commission, the share of direct commission is increased, and agents have a greater sense of gain in selling insurance and serving customers.
"It's not going to work in terms of volume, we can only improve quality." More importantly, Yang Xinjie believes that this system puts forward higher requirements for agents, changing the low-level construction of the agent team in the past. The high-quality transformation has found a breakthrough. "After becoming an independent insurance agent, I have a clearer idea and more independent time on how to improve the service level."
Yang Xinjie took more active part in the company's business training, and also signed up for relevant courses in finance and law.
Recently, she also became the first agent of the company to implement the insurance trust business. "Being a good insurance agent, in addition to sales, you should also master the knowledge of finance, taxation, law, etc., only by continuous learning can you develop New business areas, matching the deeper needs of customers, and at the same time helping companies to innovate products.”
At the beginning of his career as an insurance agent, Yang Xinjie was opposed by his family.
Now, with her own efforts, she has broken the prejudice of her family and many customers about this profession, "Insurance agents are not only insurance sellers, but also highly demanding compound talents, and they are also the risk management that more and more people will need in the future. People and wealth planners.”
"Independent insurance agents have a broader career space. In the future, I want to set up my own insurance firm with the support of the company, become a company partner and entrepreneur, and make insurance work a lifelong career." Yang Xinjie imagined.