Just as LIC Survey Form is useful for customers, it also proves to be a very beneficial tool for LIC Agents. If you are a LIC Agent and use LIC Survey Form, then this form empowers you to establish yourself as a Professional Agent in your Area. On the other hand, when you proceed with the Survey Form, your customers understand that you try to understand their problems and needs in depth.
From this you can guess how important a tool this form can prove to be for you. But just like an untrained novice driver can get into an accident on a busy road in a city, in the same way if you start any survey from LIC survey without any training, then believe me there is a high possibility of an accident. But you do not need to worry, because now you are in the training process.
So in today's training program of Jeevan Bima Bazaar, we will learn in detail about the first question from the second section of the Survey Form, its effects and results. As a trainer, we would suggest that you prepare notes of the important points given here.
LIC Survey Form and You
As an LIC Agent, when you go to your work area with a Survey Form, I feel as if a lion is going to the jungle to hunt. Now the question is what is the prey? So sir, these important questions of the LIC Survey Form are the prey. I would say that if you make the mistake of considering these preys to be very weak, then I am afraid that you yourself can become a prey.
If you want to ask these questions in a light-hearted manner and get away with it, then I would tell you not to even think of making such a mistake. Because all these questions are a golden opportunity for you. With the help of these questions, you can prove yourself as the best agent.
First Question of Survey Form
The first question in the LIC Survey Form is, “Are you expecting any funds which were supposed to be received from LIC, but have not been received yet?” If you look at this question from a general point of view, you will not find anything special in this question. But if you pay close attention to this question, you will find that this first question itself has the power to focus the customer’s attention on your survey. Let’s know how
Importance of the First Question of LIC Survey Form
When you are asking this question to the customer, you are actually trying to know whether the customer was going to get any kind of payment from his LIC Policy, which he has not received yet. Such as: Survival Benefit of the Policy, Loan, Maturity, Death-claim.
For a LIC Agent, this question gives you three opportunities.
First Opportunity: When you ask this question to the customer, you force the customer to think whether he was really going to get any money from LIC? If this thought arises in your customer's mind, then you should think that you are on the right track. Because when your customer has this thought in his mind, then your customer's attention is focused only on you. This is the reason why this question is placed first in the survey form, so that you can draw the customer's attention towards you.
Second Opportunity: When you ask this question to the customer, you try to make the customer realize how honest and serious LIC really is towards them.
Third Opportunity: When you ask this question to the customer, the answer of your customer tells you to what extent the customer is satisfied with LIC. With this question, you can introduce the customer to the features and unique benefits of LIC.
Customer's Response
When you ask the above questions to different customers, their answers may be different and there may be different reasons for each answer. Now if you want to be successful on the basis of survey form, then you have to understand each possible answer of the customer and their reasons, so that you can give accurate response.
Customer's First Response:
When you ask the customer "Were you going to get any money from LIC, which you have not received yet?", then your customer may tell you that "No, he is not going to get any money from LIC."
This response of the customer can make you happy. But before you get too happy, my advice would be to pause and think about what could be the real reason behind this answer of the customer and whether this answer of the customer might hold some better prospects for you? So let's know the possible reasons behind this answer
First Reason: The first reason behind the above answer could be that the customer has not bought a LIC policy. Now since the customer does not have a LIC policy, the question of his having any dues does not arise.
Second Reason: The second reason behind the above answer could be that the LIC policy bought by the customer does not have the provision of Survival Benefit and the customer has never applied for a loan in LIC. Due to which he does not have any dues with LIC.
Third Reason: The third reason behind the above answer could be that whatever policy he has bought from LIC, if it has provision of Survival Benefit or if he has applied for loan from LIC then he might have received the money from LIC.
My Advice:
If the customer in response to this question during the survey tells you that he does not have any money due with LIC, then you should consider it as a good opportunity. If the customer has not bought a policy, then you can influence him and open up the possibilities of insurance sales in the future and if the customer already has a Life Insurance Policy, then also it can become a possibility for your success.
Our advice here would be that if due to any of the above reasons the customer is telling that he does not have any dues with LIC, you should not look for the reason at present. Rather your response should be such that the customer feels that there is no other institution better than LIC.
If I were in your place and the customer had the above answer, I would have told the customer, "Sir, Life Insurance Corporation of India is such a Life Insurance Company that provides all the facilities to its customer at his home, from buying the policy to the final payment of the policy. You will be surprised to know that while in other institutions, the customer has to go to the institution to open an account, to deposit money in the account or to withdraw money and for other small tasks, there are many such customers of LIC who bought a long term policy from LIC and they also got the final payment of their Life Insurance Policy, but they did not have to go to any office of LIC during the entire policy period."
When you say this to your customers, you try to make them realize how dedicated the corporation is to the customer compared to other financial institutions. Today, when the customer has to visit the bank again and again to open an account, withdraw money and for KYC, then how convenient are the services of LIC.
Second Reaction of the Customer:
When you are going for surveys in your area, it is not necessary that you will always meet a favorable person. If you want to be successful in your life insurance business, you should especially pay more attention to how you will deal with a negative person if you meet him? How will you protect yourself from the influence of a negative person?
So the short answer is that you should listen to negative customer feedback carefully and try to handle the situation by assessing the reasons. Here you also have to accept that it is not possible that negative customer opinions are always wrong. Similarly, it is also not possible that negative customer opinions are always correct.
Now when you ask the above questions to some people, it is possible that some of them will answer that they were supposed to get some money from LIC, but LIC has not paid their money. It is possible that you may have to face the anger of such customers as well.
As a trainer, our advice is that you should not get affected or distracted by any such reaction of the customer. Rather, you should try to handle the situation and impress the customer and for doing this, you will have to know what could be the real reason for the customer's anger.
There can be two reasons for people saying that their money is due to LIC.
First Reason: The customer is just thinking that the Survival Benefit in his policy is going to be paid. Whereas he has bought an endowment type policy.
Second Reason: In reality, the customer's money is due to LIC and there is a solid reason for not getting the payment.
My Advice:
A Normal Agent may get disturbed, but if you listen to me, then this can be a golden opportunity for you. To know the status of this complaint of the customer, you can ask the customer for his policy number and note it down. Now next time when you have to visit your branch office, you should check the status of the customer's policy and find out the actual reason for non-payment.
You should save the customer's policy details in your database and help the customer in getting his payment. If the customer has any misunderstanding, you should give him the information about his policy and try to satisfy him.
Agent's Immediate Reaction
If I were in your place and a customer told me that LIC owes him some money, I would say, "Sir, believe me! I am surprised. I have contacted many people and asked this question to everyone. But most of the people say that LIC has deposited my money in my bank account or some people say that there is no provision in my policy to make the payment within the policy period."
After this I say, "Sir, if you deem it fit, I would like to check your policy so that I can find out the reasons for which the corporation has not paid you your money?"
Now the customer shows his Policy Bond or receipt of the Policy Premium. So first of all I check the Policy Number and think whether the customer has actually bought a Money Back Policy or not and if the customer says that he has applied for a loan against his policy, then whether there is a loan facility in his policy or not.
If there is no such provision in the customer's policy, then I try to convince the customer by showing the rules section of the customer's Policy Bond that the customer is confused and is unnecessarily blaming the LIC Branch Office.
But if I find the customer’s complaint to be genuine, I note down his policy number and assure him to help him get his money.
Efforts to Improve Customer Relationship:
After getting the Policy Number from any customer, you should note down all the information of that policy in a comprehensive manner. So that you can connect the customer with Premium Due Intimation and other types of Intimation Services.
If you are trying to get the customer his payment, then you must make him realize that you are working for him without any benefit. In which you are suffering a huge financial loss. You should ask the customer to help you in getting a policy for one of his friends.
After this, whenever you meet that customer, try to make him feel that the policy he has bought is less than what he needs. So he should buy the policy according to his needs.
Know in Detail in the Video
To know more about the information given in this article, watch the video given below carefully till the end. If you have any questions in this regard, then write your questions in the comment box of the video.
Conclusion
My dear friend, the Survey Form is not just a piece of paper for you, it is a medium with the help of which you can improve your Life Insurance Business. LIC survey form is the door to Success for LIC Agents. So understand all its questions seriously and try to improve yourself.
Now click on the "Next Page" button given below to understand the next question of LIC survey form and its effects.
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