When it's time for an account to renew, all the agency specialists who deal with various areas of the client's insurance portfolio sit down together with the client. In this setting they review needs and discuss how they can improve service and better serve the client's needs. Build relationships by uncovering needs By asking the right questions, producers know their clients and their clients' operations which enables producers to add more value to the relationship. USAA does this through extensive surveying so that they know precisely what their customers are interested in. For sure, this is the case for all levels in the insurance food chain.
Agencies know that their successful producers focus on the clients' problems.
Discussions are oriented toward developing a common understanding of those needs. Then, and only then, are specific insurance products suggested. So, it all starts with questions, which is a notion as ancient as Socrates. Asking questions tends to persuade, where making statements tends not to. Research shows, however, that in successful sales, the client talks more, revealing needs for which the seller has a solution.