After logging in at work, late, again, and taking a few calls, Raj, my ‘acting’ manager (because my real one is in UK training for a different role) comes up to me and asks,
“How many CRPs have you made for the month macha?”
“Two” I say.
“Good, now make atleast one today and one tomorrow and ensure that they are clean sales.”
“What do you mean clean sales? I always make clean sales…”
“You made a missell on the first one you did…”
“No way!”
“Uhuh… the customer interrupted you and after the objection you forgot to read a line in the legal scripting.”
“Yeah I remember that call, but I’m sure I went back and read everything.”
“Well, apparently not, so you need to make another one today so that they can monitor that in place of the first one. I told them to put it on hold until you make another one, or else its a zero call.”
“Damn… I’m sure it wasn’t a missell, but I’ll make another one anyways.”
“Good luck.”
So I had 9 hours to make one insurance sale. Not easy when your skill sets aren’t on the selling products. I had to make another clean sale to get all of my incentives, or else I’d get only 50% with the missell. Plus this would be my second zero call in 4 months, and that’s not good when I have been scoring well over 85% on quality all this while. I wore my cape and mask and went up up and away to taking calls.
I pitched like I never did before, on each and every call, never let a single opportunity go by, whether the customer was happy or angry, I pitched. Nothing else mattered. 1 hour gone by, 3 pitches, no luck yet. One customer said that he worked for an insurance company so he already had the best deals, while another said that he thinks all these insurances are a scam to take people’s money without actually giving anything back.
2 hours gone, still no CRP, 5 pitches in total. Deepa, our sales coach comes to me and congratulates me for making those 2 sales on Sunday. She didn’t know about the missell and I didn’t bother telling her, so long as she doesn’t come back to question me for more sales again. It’s a difficult job, hers, to go after everyone, pushing for sales when nobody really likes doing it, and I very rarely gave her sales. I’m more customer oriented so after the service part of the call is over, I finish the call, while instead, we’re required to go into the selling mode and close on a sale if possible.
I’ve never liked selling. I had a tough time in my previous company and was only too glad to have left and joined this place. But that’s one thing that will always be there as long as you’re an agent in most places. You have to sell to stick around, and make an extra buck too. But that fire in me died a long time back. I can only make good conversation, can’t convince for nuts.
And in the end of the month, when these coaches come by telling us to push on every call, it gets real frustrating and uneasy, you’d just wish they’d go away, or that you could go away.
5 hours, still nothing.
“Good afternoon, you’re through to Suheil, how may I help you?”
“Uh, hi… I have a couple of queries on my account actually, I forgot my pin no. Is it possible for you to send me another one?”
“Sure…” Confirmed security details and issued a pin reminder.
“I’ve sent you a reminder pin, and you should receive it in about 4-5 working days. Anything else I could help you with?”
“Uh, yes actually… I was just looking through my statements… and I noticed, that I didn’t have this repayment protection…”
*wink wink*
Reprocess what I just heard… “I didn’t have this repayment protection… I DIDN’T HAVE THIS REPAYMENT PROTECTION…”
“Well, I can certainly add that for you!”
And so it was, that when I went in search of finding the right customer to sell the damned thing to, he comes in search of me. Coincidence? I’d like to think so.
I am thus saved. No more zero call. Full incentives. Catapulted self pride.
Deepa came and clapped for me. Mission accomplished. I quickly shot a mail to the quality team,
“Here’s another CRP for you… as clean as it can get.”
I have for the first time, felt like I achieved something in short notice. And it felt really good. Today was one day when I wanted to sell, to show them that I could do it.
And I did. Who cares if the customer asked for it!