Selling is as much about the approach as anything else including your approach to your employees. This document by Pegi Flahault can help you increase sales without adding staff or resources.
Customer Service Representatives generally focus on service, rather than sales. Have you trained them in service-selling? Do they know how to round out accounts as a service to the client, rather than as a selling function?
For example, when a customer with only an Auto policy calls, have the CSR ask them 'Did you know we offer Homeowners coverage in addition to Auto and that we represent some companies that offer a discount when they provide both coverages?' This comes across as offering a service rather than making a sales pitch.
Or have CSRs ask Homeowner clients, 'If your home burned down today, how much of the replacement cost would you expect your policy to cover?' The answer would be 'All of it!' The CSR could explain that because the average cost of construction in the area is $XX per square foot that $YY of the cost wouldnt be covered, and then add that for only $ZZ in premium, the customer can enjoy full coverage of replacing their home. Again, this sounds more like service than sales.
If sales incentives motivated CSRs, theyd become producers. To help your CSRs generate sales, train them to see account-rounding as a service to the customers who they take pride in serving. Stress that theyre helping these special people by offering them the products they need to close potential coverage gaps. Show them how to phrase service questions to develop additional business.
Start encouraging CSRs to develop a helpful, caring attitude that they can use to help protect their customers more effectively and build your bottom line.