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... product/service by eliciting and answering questions Questioning to pinpoint the prospect's special needs and barriers to buying Problem-solving and persuading to remove the barriers to a decision Closing the process by actively leading to a firm commitment with the prospect OK, let's put this definition of marketing into more practical terms. Say, for instance, you've heard that a local zoning committee has approved a block of apartment buildings for condominium development. You realize, after doing some checking, that your agency offers various types of Condominium insurance in addition to the regular Homeowners. Among other policies, it offers added protection for losses to the condominium's common areas (not all of which would be covered by the unit-owner's Homeowners insurance); and it offers protection for individual condo board members who are personally liable for claims made against condo ... benefits of the product/service by eliciting and answering questions Questioning to pinpoint the prospect's special needs and barriers to buying Problem-solving and persuading to remove the barriers to a decision Closing the process by actively leading to a firm commitment with the prospect OK, let's put this definition of marketing into more practical terms. Say, for instance, you've heard that a local zoning committee has approved a block of apartment buildings for condominium development. You realize, after doing some checking, that your agency offers various types of Condominium insurance in addition to the regular Homeowners. Among other policies, it offers added protection for losses to the condominium's common areas (not all of which would be covered by the unit-owner's Homeowners insurance); and it offers protection for individual condo board members who are personally liable for claims ...

... using specific examples from high-profile situations. This is indeed a disturbing situation, and not an isolated example. Unfortunately, the hard market (combined with insurer concerns over mold and other issues) has a tendency to bring out the dark side' in some agents. FACULTY RESPONSE The Oakland-Berkeley Hills, CA firestorm of 1991 resulted in 3,236 total and 2,892 partial Homeowner, Renter, Condominium, Dwelling and Apartment unit losses. Several agents were undervaluing building replacement cost estimates and relying on the guaranteed replacement cost provisions to cover the difference. The practice became evident quickly as the losses were being adjusted. The increased cost to 34 insurance companies who upgraded and reformed policies following the loss was $274,017,306. This was the sum paid in addition to benefits within their ... policy limits. This practice might also violate the agent's contract with their company. A number of insurers reformed their agent agreements following the Oakland-Berkeley Hills fire. I suggest that the concerned agent document these practices and take the information to the national (not the local) office of the insurance company. I've done this several times and found that reporting a pattern of abusive practices can stop it on the national level. The local supervisory offices are a little less predictable. They might be aware of the abusive practices and condone them. Or they might intervene right away. This practice can, and should, be stopped. FACULTY RESPONSE I can visualize such unethical practice in companies whose agents are trained as salespersons, ' not agents. Consumers contribute to the problem by dollar shopping. They don't want ...