We are non-advised sales at my company. This means that we cannot give advise on the suitability of a product for a customer. We can ask questions to try and point the customer in the right direction, or to perhaps jog their mind, but ultimately it has to be the customer’s decision on whether something is right for them or not. Sometimes it can be more than difficult.
‘I had a letter about (our company). I just want the price.’ He mumbled.
‘Do you have the reference off the letter?’ I asked.
‘No. Letter about (our company). Just want price.’ He mumbled again.
‘Well you are through to (company name), so what do you want the price on?’
‘Want the price for insurance.’
‘Which insurance?’ I persevered.
‘We do a lot of different insurance products. What do you want to get covered?’
‘(company name)‘ He repeated.
‘What does the letter say?’ I tried a different tactic.
‘Tells me about (company name), so I want the price.’
Sometimes it’s just best to end the call. I politely told him to decide what he wanted to get covered in his home, to find the reference on the letter, to read the letter, and then to call us back.
If he had rung a company that was not regulated by the Financial Conduct Authority (luckily we are) then the agent would probably have seen this as a prime opportunity to flog every product on their books. Money for the business but certainly not good for a customer who so obviously has no understanding of why he is ringing.
And there are still some insurance companies that are not regulated by the FCA. So my advice – while I’m not at work – is to know exactly what you want before you ring any company, and make sure you read their literature from cover to cover.
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