The other day I had a woman call in who definitely didn’t know what she wanted. I had to be very careful as we are non-advised sales. All I can do is give information about our policies after the customer has said what they want covered.
Well this woman could not make up her mind at all. She had the internet up and was giving me the name of policies on our website. She kept changing her mind about the cover she was interested in, asking me questions after I had already given her the answers. I kept my patience all the way through.
Eventually she settled on the policy that she wanted, so I began to set it up. She then decided she didn’t want it to start straight away so I told her she would have to ring back on the day she wanted it to start. She wasn’t happy about this but agreed to it. The call went on for about 20 minutes with her chopping and changing her mind. And this is after all the information is on the website, which she had in front of her.
We don’t mind people calling up asking questions about policies, but when someone clearly has no idea what they actually want then we are they calling up? Surely if you own your own home and you are looking for insurance, you will have some idea of what you actually want? Or am I very naïve? Answers on a postcard….