Winning Clients with Conversation: The Secret to Better Customer Interactions

[This article was generated by ChatGPT and has been edited by the Surer team for clarity, readability and context.]

In the fast-paced world of insurance, your ability to connect with clients can be the difference between a signed policy and a missed opportunity.

In fact, 86% of buyers are willing to pay more for a great customer experience, but only 1 in 3 salespeople consistently provide it.

So, how do you ensure you’re in the winning third? Here are some simple, data-backed ways to improve your client interactions and boost your business!

1. Listen More, Sell Less

🚀 Stat attack: Studies show that top-performing salespeople talk only 43% of the time, letting the customer do most of the talking. On the flip side, lower-performing reps dominate conversations, talking 65% or more of the time.

💡 Pro tip: Follow the 80/20 rule—let clients talk 80% of the time while you listen and guide the conversation. Instead of jumping into sales mode, ask open-ended questions like: “What’s your biggest concern when it comes to insurance?”

2. Personalisation is King

📊 Stat attack: A whopping 72% of consumers say they only engage with personalised messaging, yet many insurance intermediaries still use a one-size-fits-all approach.

💡 Pro tip: Take the time to understand your client’s lifestyle and needs. Instead of generic pitches, say: “Since you travel frequently, a plan with strong overseas medical coverage would be ideal for you.”

3. The Power of Speedy Responses

⏳ Stat attack:  50% of sales go to the first provider who responds—so if you’re slow, you’re losing out!

💡 Pro tip: Set up automated responses for initial inquiries and use CRM tools to track follow-ups. Even a quick message like “Thanks for reaching out! I’ll send over some options shortly.” can keep prospects engaged while you work on their request.

4. Keep It Simple, Silly!

📉 Stat attack: According to research, 79% of people abandon a purchase when the information is too complicated—and let’s be real, insurance jargon can be confusing.

💡 Pro tip: Ditch the complex terms and explain things like you would to a friend. Instead of saying: “This policy includes a high deductible and a co-insurance component.”

Try: “You’ll pay a small amount upfront, and the insurance covers the rest!”

5. Follow Up (But Not Like a Robot)

📞 Stat attack: 80% of sales require at least 5 follow-ups, yet 44% of salespeople give up after just one!

💡 Pro tip: Space out your follow-ups and add value each time. Instead of just saying “Are you ready to buy?”, try: “I found an article on protecting your business—thought you might find it useful!”

Final Thoughts

Great customer interactions aren’t about being the pushiest salesperson in the room—they’re about building relationships. Listen more, personalise your approach, respond quickly, simplify your messaging, and follow up with care.

Master these, and you won’t just sell policies—you’ll build lasting client trust (and referrals!). 🚀