"Hello, this is Huaxia Life Insurance Qingdao Branch, and this call is …" Here, the voice of introduction is heard one after another, and everyone is on the phone with headphones in their seats without being influenced by others. Sometimes they have smiles on their faces, and sometimes they have deep helplessness. On May 21st, the financial reporter of Peninsula Network walked into the sales position of Qingdao Branch of Huaxia Life Insurance Co., Ltd. to learn the unknown story behind these sweet voices.
At about 8: 30 in the morning, the reporter went to Qingdao Branch of Huaxia Life Insurance Co., Ltd. located in Yan ‘an Third Road. Since the sales department started work at 9 o’clock, the reporter first communicated with the general manager of the sales department about the sales department.
According to Mr. Yi, the sales department of Qingdao Branch of Huaxia Life Insurance Co., Ltd. is a newly established department. Mainly sells serious illness insurance and accident insurance. Compared with other insurance sales channels, the advantage of telemarketing is that it is a direct and unfamiliar telephone communication, and every call will be recorded for 22 years. Therefore, what the telemarketing salesman said on the phone is very rigorous, and some risk warnings should also be explained in place. You can’t hide or exaggerate the insurance income and insurance coverage, because every sentence is well documented, so it is more objective for the insured and convenient for the choice of insurance.
"People nowadays have not formed a relatively orthodox idea about the insurance industry." Mr. Yi believes that "people should have a plan for the future, instead of ignoring the benefits in front of them. When they hear the promotion of insurance, they feel that they are throwing money in vain, but when they are seriously ill and have an accident, they will regret it."
At 9 o’clock sharp, the morning meeting began, and the reporter generally looked at the workplace of the second department of electricity sales. There are about 30 people in the second division, and the contents of the morning meeting include happy morning exercises, soldiers on the battlefield, performance inventory, excellent performance sharing and so on. Through interactive activities and performance data, it not only inspired everyone’s morale, but also condensed the competitiveness as a team. Coincidentally, the excellent employee who shared the excellent performance this time is the target of the reporter’s interview this morning-Zhang Chunxiang.
Zhang Chunxiang has been engaged in telemarketing for two and a half years since graduation. She is tall and thin, and she feels an indomitable spirit. "Hello, this is Huaxia Life Insurance …" Zhang Chunxiang communicated with the customer by phone while recording the personal data provided by the customer on the system. The sales process is: first, give short-term accident insurance to customers, provided that the customers agree, and then ask customers for personal information according to the needs of accident insurance, so as to provide customers with traffic accident insurance for three months free of charge.
After making the phone call to give traffic accident insurance to customers, Zhang Chunxiang’s next job is to recommend other telemarketing insurance products to customers who have given traffic accident insurance before. In the process of making a phone call, some customers don’t answer the phone, and some are very interested in the insurance content. After ending a half-hour insurance recommendation phone call, Zhang Chunxiang told reporters that a customer is a mother of two children, and she is very interested in the insurance of her children. She has been communicating with her customers for a long time, but the children are noisy around and it is not convenient to communicate in detail. So Zhang Chunxiang made an appointment with this customer to call again the next afternoon for further communication.
During the morning call, a customer was paying off the mortgage. Zhang Chunxiang learned about the customer’s work and helped the customer analyze the necessity and feasibility of buying an insurance. She told reporters, "For this job, we need to know the relevant national policies, taxes and other relevant information. When I first started this industry, I didn’t say anything, and I was tongue-tied when I made a phone call. What I had to do every day was to copy and record. The same recording, listening over and over again, copying over and over again, until it becomes your own thing, you can speak it skillfully. " The reporter saw that Zhang Chunxiang’s seat was filled with several large notebooks, all of which had been used up and copied thickly. Zhang Chunxiang said, "This is part of it. I still have several copies. The recording when I made the first order is now embarrassing to listen to myself. It’s so stuttering, and sometimes customers need to wait to check the information. " Now, Zhang Chunxiang’s communication with customers is as relaxed as chatting with old friends. She hardly needs to find all kinds of information, but has memorized it by heart. In her words, it has become her own thing.
During the call, Zhang Chunxiang also asked each other from time to time, "I think your place is rather chaotic. What do you do?" Lead to the next topic. If the customer shows interest, it is necessary to continue to follow up while the iron is hot. "Because our calls are recorded, what I said is all in the contract, so I can’t exaggerate, let alone deceive customers." Zhang Chunxiang said, while drinking water. Because the task of the day is to talk for 180 minutes, her voice is slightly hoarse. "At the beginning, when I make a phone call, I will have a sore throat, but I will get used to it after a long time."
When asked if it is uncomfortable to wear headphones every day, Zhang Chunxiang said that it hurts to wear headphones all the time, and sometimes I feel my hearing will drop. But everyone is like this, and they have nothing to complain about.
Until around 11: 50, a university teacher said that she wanted to buy accident insurance, and Zhang Chunxiang made her first order today. Before her, the second district department has successfully issued two orders in this small workplace. "Sometimes they tease me and say,’ Zhang Chunxiang, what date is this? You haven’t paid the bill yet?’ I always answer,’ It’s still a few days away, and I’m sure I can finish it.’ "It is this self-confidence and persistence that makes this girl achieve good results in this line and win everyone’s praise.
At 12 o’clock, it’s time to have dinner. Most of the telemarketers bring their own meals. After dinner, several salesmen simply put several chairs together into a "bed" to rest and replenish their physical strength so that they can have enough physical strength for afternoon work.
At 1: 30, the working hours in the afternoon began. The reporter went to the first district upstairs and met the interviewee in the afternoon-Li Xiaxia, the annual sales champion. Li Xiaxia is a thin girl, but she always has a smile on her face. When the reporter came to the first district, the three groups were having an afternoon meeting, doing some interactive games to get everyone back to work from lunch break, and also to let everyone understand the meaning of the team more deeply.
Li Xiaxia’s seat is also covered with all kinds of information, such as the details of Qingdao Claims Hospital and the age table for 2013. When she opens her mouth, she has a hoarse voice. In the afternoon, she failed to get through several calls, some didn’t answer, some hung up, and some hung up when she told her intention. However, Li Xiaxia doesn’t have too many negative emotions on her face, and she always smiles when facing reporters. From Li Xiaxia, the reporter learned that she had made an order in the morning, but most of the time, customers would not listen carefully. They would hang up the phone for common reasons such as going to work, having a meeting, driving and looking after the children. Some are more polite, and thank you after listening to the description. You don’t need to hang up again, and some just hang up. In the Notice on Further Strengthening the Management of Special Telemarketing Products for Property Insurance Companies issued by the China Insurance Regulatory Commission, it is stipulated that property insurance companies should establish a telephone screening system for telemarketing. For customers who explicitly indicate that they are not insured or refuse to continue to answer the phone, the telemarketing agent should end the call in time and use technical means to block the relevant phone numbers. An insurance company shall not call out the same customer again within one year. The reporter also saw that Li Xiaxia would mark the customers who refused to buy insurance on the system to avoid dialing again.
When asked if she would feel great pressure if she was rejected dozens of times every day, Li Xiaxia said: "Some customers have a bad attitude, or hang up the phone directly, I will feel very depressed and have a big psychological gap. This requires me to adjust my mentality in time. Fortunately, my psychological endurance is not bad, and my work will continue. " She said, "But I am very happy to introduce products to customers, let them buy insurance and give their families a guarantee."
It will soon be 6 o’clock in the afternoon. Although there is no running around, sitting for a day makes reporters feel backache, and these telemarketing salesmen sit in their seats every day, constantly calling to communicate and explain how hard it is. Li Xiaxia told reporters that after talking so much at work one day, she basically didn’t want to say a word after going home at night. Sitting for a long time made her cervical spine feel a little uncomfortable.
Through this day’s interview, the reporter found that it is not easy to do every job well, even if it is just a phone call. In the morning, Mr. Yi said, "The insurance industry has not been recognized by most people in China, so these telemarketing salesmen are often regarded as liars when they call every day, and they have to be polite and graceful when they meet all kinds of people’s incomprehension and rude attitude.". They can’t be angry or complain when they are rejected dozens or even hundreds of times every day, let alone lose confidence in themselves. They should always face life, work and all kinds of people on the phone with hope. They touched people’s hearts with smiles. [Editor: Gai Xiaojun]
