farmers homeowners plus

50
1 Farmers Homeowners Plus Sales Agent Support Training Course #1 resentation Slides, Version 1.7 Covering the things that make your house a home Service performed by

Upload: ling

Post on 07-Jan-2016

16 views

Category:

Documents


0 download

DESCRIPTION

Farmers Homeowners Plus. Covering the things that make your house a home. Sales Agent Support Training Course #1 Presentation Slides, Version 1.7. Service performed by. 1. A. s you know, it doesn’t take a fire or a theft to disrupt the inner - PowerPoint PPT Presentation

TRANSCRIPT

Page 1: Farmers Homeowners Plus

1

FarmersHomeowners Plus

Sales Agent Support Training Course #1

Presentation Slides, Version 1.7

Covering thethings that makeyour housea home

Service performed by

Page 2: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

1

s you know, it doesn’t take a fire or a theft to disrupt the inner workings of your home. In fact, it’s usually the little things thatcause the biggest headaches. Which is why we’re introducing

Farmers Homeowners Plus-- an in-home service contract designed to keep your home runningsmoothly. It picks up where your homeowner’s policy leaves off, covering major components from the wiring in your walls to the dishwasher in your kitchen. And it does so with confidence.

A

The Agent Support Training Course is designed as a resourcefor ideas and suggestions to help you market this product.These are not scripts, they are suggestions only.

Page 3: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Training Course Outline

Product Information & Selling Procedures

Completing the Application

Penetrating the Contract into Your Market

Stories that Sell

Handling Objections

What’s in it for me ?

Goal Setting & Achievement

It’s as easy as . . . 1, 2, 3 !

4

Learn Product &Selling Procedures

Learn SalesTechniques

Sell & Achieve

Page 4: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Product Information &Selling Procedures

5

Page 5: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Here’s what’s covered Basic Coverage

Plumbing System

Heating System

Electrical System

Oven/Range/Cooktop

Built-in Dishwasher

Built-in Microwave

Additional Coverage Items

Central A/C

Garbage Disposal

Trash Compactor

Garage Door Opener

Kitchen Refrigerator

Water Heater

Washer and Dryer

Well Pumps

Multiple Basic Coverage Items

Coverage for unexpected financial loss due to failure or breakdown

Stand-alone Freezer

Sump Pump

Pool

Spa

6

Surcharges• Oil Furnace• Per 1,000 square feet for homes in excess of 4,000 square feet

Page 6: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Product Features

Complete coverage No limit on the number of service calls

Low $230 annual coverage cost for Basic Coverage

Only a $50 deductible (per individual occurrence/breakdown) If additional service calls are necessary for the same claim

within the first 90 days following a repair, additional deductibles are not charged.

No home inspection

No restrictions due to age of home or appliance/system

If necessary, appliance/system replacement with like kind and quality

. . . covers the working half of your customers’ homes !

7

Page 7: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Product Features

Service performed by Sears HomeCentral Over 14,000 trained and directly employed service specialists nationwide

Access to 4.2 million parts -- world’s largest electronic library

1.1 million in-home repairs per month

All service is backed by by Sears’ 100-year commitment to quality andcustomer service

One toll-free number for all service calls -- (800) 654-4477 Call anytime -- day or night (24 hours/day, 7 days/week, 365 days/year)

Convenient appointments that fit your schedule

Emergency service available

8

Page 8: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Additional Product Information

Farmers Homeowners Plus product is sold under the Horizontal Marketing Agreement

Coverage is for one year

Effective date of the contract (coverage) begins 30 days after the date the application and contract fee are received by the agent

Appliances/systems must be in working order when thecontract is purchased

Basic Coverage covers homes up to 4,000 square feet Larger homes are available for coverage at a surcharge

9

Page 9: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Advantages for your customers

Picks up where Homeowners coverage leaves off

Reduces the anxiety of worrying about repairingmajor items

Can simplify budgeting for major item replacements

Services are performed by Sears HomeCentral’s national network of service specialists

All your customers need to do is call the toll-free number to receive service

10

Page 10: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Market Research -- Background

11

A recent national study indicated that: 50% of all respondents were interested in finding out more about the

contract (after the contract was fully described to them)

> 30% were interested in purchasing the contract

Consumers showing the strongest interest: anticipated breakdowns (older home, older appliances,

longer occupancy in home)

were not certain who to call for specific breakdowns

owned extended warranties or maintenance agreements on some household items

Time-starved dual-worker households

. . . you could achieve a 30%+ closing ratio !

You can usethese ideasas qualificationquestions withyour customers!

Page 11: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Market Research -- Background (continued)

According to the national survey: Age and income level played no significant role related to contract interest.

No significant differences based on geography.

Breadth of coverage and quality of service were more important than price.

Gender played no significant role related to contract interest.

The convenience that this contract provides was attractive to two-income households.

12

Page 12: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Market Research -- Background (continued)

Existing homeowners insurance policies do not providerepair/replacement coverage for

- home appliances- heating and cooling systems

- plumbing and electrical systemsthat fail due to normal wear and

tear

Traditional service contracts available to your customers: Service contract from retailers for individual products

Service contract from after market companies for individual products

Home Warranty program sold by real estate agents during a home sale

The things that make your house

a home

13

Page 13: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Market Research -- Background (continued)

New breeds of service contract products on the horizon: New types of service contracts from manufacturers, retailers, utility

companies, mortgage companies and service companies for individual products and bundles of products

New Home Warranty programs sold by real estate agents for home sales

New breeds of policies sold by insurance agents/companies: Mechanical breakdown insurance policies

Whole-home mechanical breakdown service contracts

Who is talking to your customers ?

14

Page 14: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Target Market

Individuals or families who reside in single-family dwellings Your existing customers that own insurance policies

-- Home, Life, and Auto

Prospective home buyers

Home sellers

New customers

Prospective customers

15

Page 15: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Cancellations & Transfers

Customers may transfer coverage to the buyers when they sell their home

Customers may cancel the contract at any time

Farmers may cancel the contract for the following reasons: non-payment of contract fee

non-payment of deductible

material misrepresentation of fact

16

Page 16: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Renewals

The contract will be renewed annuallyupon payment of renewal fee

Customers need only pay the renewalfee within 30 days of receiving therenewal invoice to avoid cancellation

17

Page 17: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Payment Options & Mailing Locations Total contract fee paid with the application

Two-payment option -- half of the total contract fee with the application (2nd half is due in 60 days with a $3.00 service fee)

Four-payment option--25% of the contract fee with the application. The remaining payment will be billed in three equal installments every 60 days. A $3.00 service fee will apply to each installment.

Payment Method--Credit Card (Visa/MC), Check (payable to Farmers Insurance)

Addresses for forwarding applications & payments:

Administrative ServicesFarmers Homeowners PlusP.O. Box 1236Stamford, CT 06904-1236

Administrative ServicesFarmers Homeowners Plus750 Washington Blvd.Stamford, CT 06901

Via Regular Mail Via Overnight Mail

18

Page 18: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Contract fee collection & receipting process

Contract fee is not submitted through the normal ACA process.

A receipt is written to the customer from the Farmers Receipt book.

As there is no contract number available to enter in the receipt, enter the product name--Farmers Homeowners Plus--for the description.

The yellow receipt copy is to be given to the insured, the pink receipt copy can be maintained in the customer’s file, and the original can be filed with the daily ACA paperwork.

Deposit a cash payment into the agency trust account. Remit a check for the same amount to Farmers Insurance. Send the check with the customer’s application to Administrative Services (DO NOT SEND CASH WITH THE APPLICATION).

Credit card information is completed on the application and forwarded to Farmers Insurance Administrative Office.

19

Page 19: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Toolbox of Sales Support Materials

FarmersAgent TrainingGuide

FarmersHomePlus

Application

SALES TOOLBOX

FarmersHomePlus

Agent TrainingGuide #32-7802

Homeowners PlusBrochure #36-4058

Stuffer#36-3058

Counter Card#36-0059

Homeowners PlusApplication #31-4126

Remittance EnvelopeSRN 25-4133

Training Materials Brochures & Marketing Supplies

Application Supplies

20

Sales Agent SupportTraining Course #1

Page 20: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Support Phone Numbers

21

Support from Farmers Contact the Value Added Representative at your state office

To order supplies from the Sales Toolbox, fax your order to the Material Distribution Customer Service Center -- (909) 628-

5433, or phone urgent requests to (909) 591-1456

Support from Sears Home Administrative Services Company For contract and customer inquiries, call

the Sales Agent Hotline -- (800) 310-3340

» 9:00 AM - 5:00 PM Local Time

Farmers Homeowners Plus CustomerService Line (for customers) -- (800) 654-4477

» 24 hours/day, 365 days/year

Page 21: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Completing the Application

See pages 6-9 of the Agent Training Guide

22

Page 22: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Exercise -- Filling Out An Application

23

Fill out an application using the following information:

Application Header Information:• Check -- New Application• Application date -- today’s date• Assigned Agent -- your agent information•Product Type -- House, Condo, etc.

1. Household/Contract Information:• Homeowner -- John A. Farmers• Property Address -- 123 Bluebird Lane

<Local City>, <State> <Zip Code> <County>

• <Nearest Cross Streets>

• Mailing Address -- 2244 Rocky Road <Local City>, <State> <Zip Code>

• Applicant’s Phone (Home) -- (<Local Area Code>) 333-1240• Applicant’s Phone (Business) -- (<Local Area Code>) 444-5500

•House Square Footage -- 5,200

Page 23: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Exercise -- Filling Out An Application (cont.)

24

Fill out an application using the following information:

2. Coverages:

A. Basic Coverage: • All contracts must include basic coverage contract fee

B. Additional Item Coverage:

Item Quantity

Air Conditioning system 1Pool 1Garage Door Opener 1Stand Alone Freezer 1Additional Refrigerator 1

3. Surcharges:Item Quantity

Per 1,000 square feet for homesin excess of 4,000 square feet 2

4. Payment Information:•1 Pay, 2 Pay or 4 Pay•Check or Visa/Master Card

B. Additional Item Coverage -- Enter Quantities and Extended contract fee

Page 24: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Penetrating the Service Contract

. . . Into YOUR MARKET !

25

Page 25: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Penetrating Quickly into Your Market

Phone or send mail solicitations to your current customer base All of your customers should be key targets - this contract can be sold to

anyone at anytime!

Discuss Homeowners Plus during Farmers Friendly Reviews and renewal conversations with your customers

Network with local realtors to sell the contract to Home Sellers

Contact each customer with a Homeowners policy renewing the next month and ask if he/she wants “complete” coverage

26

Page 26: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Penetrating Quickly into Your Market (cont.)

Contact customers who have lived in their homes > 5 years

Contact your customers who are moving The contract can be transferred to the purchaser of the home

Serviced by Sears HomeCentral

Customer is protected until the sale is made--maximizes home sale profit

Added protection makes home more desirable to purchasers

Gives you a foot in the door with the home purchaser--automatic new customer who can purchase home, life, and auto from you

Cross-market the contract with: A home, life, or auto quote

27

Page 27: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Penetrating Quickly into Your Market (cont.)

Package the folder, stuffer, and other marketing support materials in mailers to your customers

Feature counter cards and posters at your agency

Use the Homeowners Plus contract in an innovative way to solicit new business to new prospects (SELL IT AS A STAND-ALONE Service Contract)

Refer your customers who own personal computers to the Farmers internet website at www.farmersinsurance.com

28

Page 28: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Stories that Sell

What stories sell the Farmers Homeowners Plus contract ?

This section is designed to serve as a resource for ideas and suggestions to help you market

the Homeowners Plus contract.

29

Page 29: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

30

If the customer has more ways of saying NOthan you have to encourage him/her to say YES,then who loses?

(because he/she will not get a chance to receive all of the benefits from the Farmers Homeowners Plus contract).

You,Your Agency,

and most of all

Your Customer

Page 30: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

The “Risk Avoidance Sell”

CUSTOMER: “You’ve mentioned a few times that this contract covers the working half of my home. What do you mean?”

YOU: “What I mean is: Standard homeowners insurance only provides coverage for liability and catastrophic

loss of the structural parts of your house. That’s only 1/2 of your home! Unless you purchase the Homeowners Plus contract that provides breakdown coverage for your appliances and home systems, the items that you depend on every day are

not covered.

Without Farmers Homeowners Plus, you have to manage the cost of breakdowns, which can

drain large amounts from your bank account when you least expect it, or when you least desire it!”

31

Page 31: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

The “Convenience Sell”

CUSTOMER: “Why should I purchase the contract?”

YOU: “Well Mr./Mrs. Customer, like automobiles, home appliances and systems are becoming more and more

technical. Not only that, you have more than 15 different types of appliances and systems in your home.

Let me ask you: - How difficult is it to find quality servicers for

those 15+ types of appliances and systems? … It’s difficult! - How can you be sure of the quality

workmanship of those various servicers? …You can’t! - Would the servicer replace your appliance with a model of like kind and quality if your appliance could not be repaired? … No! - And for all of these types of appliances and systems, would you be sure that the servicer would pick up the phone at 1:00 AM to help you if your air conditioning went down?

32

Page 32: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

The “Convenience Sell”

CUSTOMER: “Why should I purchase the contract?”

YOU (continued): “Let me ask you: - And how much would you pay for an

emergency service call if you needed service at 1:00 AM? - How much would you pay

for all of these services (provided 24 hours/day, 365 days/year) if your out-of-pocket expense per service call is only $50?

Well, with Farmers Homeowners Plus, you are now worry-free!

- All appliances and systems in your home can be covered under one contract. Thus, you have peace of mind knowing that everything is covered!

- All appliances/systems are repaired by Sears HomeCentral’s national network of service specialists. This gives you one simple way to handle all breakdowns. “

33

Page 33: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

The “Convenience Sell”

CUSTOMER: “Why should I purchase the contract?”

YOU (continued): “ Well, with Farmers Homeowners Plus, you are now worry-free!

- There’s just one toll-free phone number to call for service 24 hours/day, 365 days/year. This saves you time and offers you wonderful convenience.

- All service is backed by Sears’ 100-year commitment to quality and customer service. - Emergency service is available. - If your appliance/system cannot be repaired, then the item will be replaced with another item of like kind and quality--at no additional cost to you! You pay only the deductible!

- There are no limits on the number of service calls you can make during the coverage period.

- Just one small deductible per breakdown, including any service recalls that are necessary for the same claim within the first 90 days following a repair.”

34

Page 34: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

The “Why Pay Double? Sell” CUSTOMER: “Is this contract worth the money?”

YOU: “Well Mr./Mrs. Customer, would you ever pay twice the amount to repair/replace the appliances and systems in your home? Of course you wouldn’t! I would like to show you how without the Farmers Homeowners Plus contract, you are probably spending double!

Over a 10-year period of time, you could spend between $12,000 and $13,000 to repair/replace the appliances and systems in your home -- and that’s just for the Basic Coverage items in the Homeowners Plus contract. $12,000 is about one year of college for a child, a few rooms of nice furniture, or a small boat.

If you purchased the Basic Coverage, Air Conditioning, Refrigerator, Washer/Dryer and the Pool Coverage Option of

the Farmers Homeowners Plus contract (about $500 per year), you would actually cut the cost of repairs and replacements in half!”

35

Page 35: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

The “Why Pay Double? Sell” (cont.)

If the customer asks you to clarify your $12,000 - $13,000 estimate, use the following information below.

YOU: “Here’s how I came up with the estimate. These numbers could be off a bit, but they are pretty close:”

Routine Repairs,Major Repairs,and Replacementsfor All BasicCoverage Items,Air Conditioning,and Pool:

36

Home Appliance / System

Replacements & Major Repairs

(Including Installation)

Routine Repairs

Total Repairs &

Replacements

Farmers Homeowners

Plus

Kitchen Refrigerator 900$ 200$ 1,100$ Oven/Range/Cooktop 550$ 100$ 650$ Built-In Dishwasher 700$ 300$ 1,000$ Built-In Microwave Oven 300$ 100$ 400$ Plumbing System 500$ 300$ 800$ Heating System 1,000$ 600$ 1,600$ Water Heater 450$ 300$ 750$ Washer, Clothes 550$ 100$ 650$ Dryer, Clothes 550$ 100$ 650$ Electrical System 300$ 200$ 500$ Air Conditioning System 1,500$ 600$ 2,100$ Pool (Heating, Pumping, Filtration) 1,800$ 800$ 2,600$

TOTAL EXPENSES: 9,100$ 3,700$ 12,800$ 6,250$

10 years ofcontract fee($550/year),plus 20 paiddeductibles($50 each)

Page 36: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

The “Why Pay Double? Sell”

YOU: “In addition to cutting your costs in half, you keep control of your annual expenses for home appliance/system repairs and replacements to a low annual fee and

a low deductible amount.

This helps you avoid large, costly out-of-pocket surprises!”

___________________________________________________________________

POTENTIAL REPLY FROM CUSTOMER:

“If this is such a good deal, then how does Farmers make any money? This sounds too good to be true.”

YOU: “This contract is very similar to any other service contract-- you may have more claims one year than another. Farmers, like any good company, offers quality products and makes a modest profit.”

37

Page 37: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

The “Reduction to the Ridiculous Sell”

CUSTOMER: “This contract costs too much!”

YOU (#1): “Mr./Mrs. Customer, what is more important to you-- the cost of a daily can of soda from the vending machine,

or the security of the investment you have in the working parts of your home?”

YOU (#2): Use the Why Pay Double? Sell

38

Page 38: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Handling Objections

Many years ago, a large American shoe manufacturer senttwo sales reps out to different parts of the Australian outbackto see if they could drum up some business among the aborigines.Some time later, the company received telegrams from bothagents. The first one said, No business here…natives don’twear shoes.” The second one said, “Great opportunity here…natives don’t wear shoes.”

unknown

39

Page 39: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Handling Objections __________________________________________________________________

CUSTOMER: “I already have service contracts on one (or a few ) appliances/systems in my home.”

YOU: “Mr./Mrs. Customer, you obviously see the benefits of owning a contract like Homeowners Plus. Why

deny yourself of even more benefit by not covering all of the working parts of your home?

And why not consolidate your payments (if you have more than one service contract) into this

exciting comprehensive contract?”__________________________________________________________________

CUSTOMER: “This contract costs too much!”

YOU: Refer to the Why Pay Double? Sell and the Reduction to the Ridiculous Sell.

40

Page 40: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Handling Objections (continued) __________________________________________________________________

CUSTOMER: “Over the past several years, I rarely have had the need for service on my home appliances/systems.”

YOU: “Mr./Mrs. Customer, that must mean that you are severely past due for several major repairs and replacements in the next few years. Doesn’t it?

__________________________________________________________________

CUSTOMER: “This contract costs more than a comparable Home Warranty, service contract, or insurance policy.”

[This statement should be incorrect. The Farmers Homeowners Plus is priced competitively. Be sure to examine the details of any competitive offering.]

YOU: - Examine the differences in coverage (number of items covered and types of coverage).- Review the features and benefits with the customer.

41

Page 41: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Handling Objections (continued) __________________________________________________________________

CUSTOMER: “My house doesn’t need this contract to sell.”

YOU: “Your home may not need this contract to sell. Homes sell with and without this contract. However, isn’t it true that the

more piece of mind a buyer has, the easier it is to sell a home?

You actually benefit in three ways by purchasing Homeowners Plus before you sell your home:

#1) You can receive the benefits of the contract between the time you purchase the contract and the time you sell your home. What if you have an unexpected breakdown at this financially-critical time?

#2) By purchasing Homeowners Plus, you actually maximize the profit you take from the sale of your home. If the purchaser’s

home inspector identifies repairs/replacements covered under the contract, your contract helps you control and minimize your out-of-pocket expenses.”

42

Page 42: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Handling Objections (continued) __________________________________________________________________

CUSTOMER: “My house doesn’t need this contract to sell.”

YOU (continued): “#3) The Homeowners Plus contract is transferable to the purchaser. This feature limits the purchaser’s risk, and thus makes the sale of the home easier for the seller.

#4) If service-related problems pop up after the home sale, the purchaser has some place to go for help.”

43

Page 43: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Handling Objections (continued) __________________________________________________________________

MORE DIFFICULT CUSTOMER OBJECTIONS:

“My home is new.”

“Most of my appliances are new.”

“I like to take care of all repairs and replacements myself.”

YOU: Try to look for holes in the customer’s objections.

Example Questions:“Are all of the customer’s appliances new? What about the systems in

the home (plumbing, electrical, heating, A/C)? Are they new also? If one broke down, could the customer repair it himself/herself? Who would

the customer call if he/she needed service? How much time is left on the manufacturers’ warranties of the customer’s products? If the customer

likes to take care of repairs himself/herself, then who pays for the parts- and what about the customer’s time?”

44

Page 44: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

What’s in it for me ?

45

Page 45: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

What’s in it for me?

New Business Commission

Service Commission

46

18% of contract fee

15% of contract fee

Page 46: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

What’s in it for me?

Differentiates you from the pack !

Enables you to offer your customers complete home coverage

Helps you achieve your financial and personal goals

48

Page 47: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Goal Setting & Achievement

If we do what is necessary,all the odds are in our favor...

Henry Kissinger

49

Page 48: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Your motivations . . .

50

If you don’t, your competitors will -- and to your customers !!!

Instant additional revenue generator -- great new story !!!

Your customers should own the contract -- it’s good for them !!!

Sales & incentive goals -- Farmers is counting on you !!!

Page 49: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Goal Measurement Actual Results

Personal income

Closing ratio %

Self-gen leads

Sales revenue

Monthly, ($XXX)

Monthly, (XX)%

(XX) per week

Monthly, ($XXX)

Personal & professional goal setting

51

Page 50: Farmers Homeowners Plus

Sales Agent Support Training Course #1 -- Version 1.7

Covering thethings that makeyour housea homeH O M E O W N E R S P L U S

Service performed by

Good Luck !!!

Farmers Homeowners Plus

54