Handling My Difficulty in Using Scripts When Phoning Prospective Clients as an Insurance Financial Consultant For AXA Financial Indonesia.
ABSTRACT
Pada masa magang, saya bekerja sebagai seorang agen asuransi di AXA
Financial Indonesia cabang Bengawan. Salah satu tugas saya adalah
menelepon beberapa orang calon nasabah saya. AXA menyediakan 2
buah skrip telpon yang terdiri dari percakapan yang mungkin terjadi antara
saya dan calon- calon nasabah tersebut. Tujuan dari tugas menelepon
tersebut adalah untuk membuat janji temu dengan mereka, agar saya
dapat menjelaskan lebih detail tentang produk- produk AXA. Ada 18 orang
calon nasabah yang saya telepon, tetapi saya tidak dapat membuat satu
pun janji temu dengan mereka, walaupun saya sudah menggunakan skrip
yang disediakan oleh AXA.
Setelah melakukan analisis, saya menemukan tiga penyebab dari
masalah itu, yaitu pembicaraan saya yang tidak natural ketika sedang
membaca skrip itu, saya tidak melakukan persiapan yang cukup, dan saya
merasa tegang sehingga nada berbicara saya tidak cukup percaya diri.
Saya juga menemukan dua efek dari masalah itu, yaitu saya mengulang
percakapan saya beberapa kali ketika menelepon, sehingga membuang
banyak waktu saya dan calon- calon nasabah saya, dan saya tidak
berhasil memenuhi tujuan dari menggunakan skrip. Saya memilih tiga
solusi yang berpotensi untuk menangani kesulitan dalam menggunakan
skrip ketika menelpon beberapa orang calon nasabah saya itu. Yang
pertama adalah saya meningkatkan bagaimana saya berbicara ketika
sedang membaca skrip Maestro Elite Care. Yang kedua adalah saya
harus lebih mempersiapkan diri saya dengan membuat beberapa catatan
tentang Maestro Elite Care di skrip yang sudah disediakan, dan yang
ketiga, saya merekam diri saya ketika sedang membaca skrip Maestro
Elite Care. Berdasarkan analisis, saya memutuskan untuk
menggabungkan ketiga solusi tersebut untuk mengatasi masalah yang
saya hadapi
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT ..........................................................................................
i
DECLARATION OF ORIGINALITY ......................................................
ii
ACKNOWLEDGEMENTS ....................................................................
iii
TABLE OF CONTENTS .......................................................................
iv
CHAPTER I. INTRODUCTION ............................................................. 1-6
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Method of the Study
F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS ................................................... 7-10
CHAPTER III. POTENTIAL SOLUTION ............................................. 11-16
CHAPTER IV. CONCLUSION ............................................................ 17-18
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. PHONE SCRIPT SAMPLE
iii
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Insurance business is a business that is developing in Indonesia. Business
Today (par. 1) mentions that Indonesian people’s awareness of the
importance of insurance is rising. The CEO of AXA Indonesia says that in the
years to come, the market for health insurance will be very promising (par. 5).
In response to the opportunity, AXA Indonesia is doing some campaigns to
develop people’s awareness of insurance.
Getting the above information, I am interested in learning more about
insurance business. Therefore, I decide to do my internship at PT AXA
Financial Indonesia (henceforth, AFI) in the Bengawan Branch. I had the
position as a financial consultant. One of my tasks as a financial consultant is
to phone prospective clients. The purpose of making the calls is to make an
1
Maranatha Christian University
appointment with the prospective clients to meet, so that I could explain more
about the insurance products that the company offers. In order to help me
when phoning the clients, the company provided a phone script consisting of
possible conversation to occur between me and the prospective clients.
There were eighteen clients that I phoned, but I could not make any
appointments with any of them; even though I had used the script provided
when making the calls.
I decide to discuss my difficuIty in using the script to phone prospective
clients in this term paper. I believe this problem is important to be analyzed
because phoning prospective clients is the main duty of an insurance
financial consultant. I will analyze the problem critically and systematically, so
that the solution to the problem can be found out.
B. Identification of the Problem
The problem will be analyzed to answer the following questions.
1. Why did I find difficulties in using script when I phoned prospective clients
for AFI?
2. How did the problem affect me and my prospective clients?
3. What should I do to be able to use script effectively when phoning three
prospective clients for AFI?
2
Maranatha Christian University
C. Objectives and Benefits of the Study
There are three objectives of this research. The first is to find out the
causes of my difficulty in using scripts when phoning prospective clients as an
insurance financial consultant for AFI. The second is to find out the effects of
the difficulty. Then, the third objective is to find out the best solution.
There are also benefits of this research. The first benefit is for the
institution where I did the internship, which is AFI, Bengawan branch. The
benefit for AXA agents who experience the same problem can try my
solutions. Then, the second benefit is for the readers of this term paper. It can
make them find the solutions of one of the problems experienced by some
insurance agents. Lastly, this research is beneficial for me because the
solutions found can help me to make any appointments with some of my
prospective clients.
D. Description of the Institution
In Grade II Basic Training Product Knowledge published by AXA Sales
Academy, the company’s history is given. The man who founded AXA was
Claude Bebear. In 1995, the name was PT MLC Life Indonesia before it
changed its name to PT AXA Financial Indonesia on May 8, 2006. Some
progresses were experienced by AXA. In 2009, AXA Group served more than
3
Maranatha Christian University
90 and 5 continents, with the support of 216,000 professional employees.
Until December of 2009, the assets under the management of AXA Group
was Euro 90.1 billion and the net income after tax was $3,5 billion.
PT AXA Financial Indonesia is currently operating in Indonesia, including
Ambon, Bali Balikpapan, Banda Aceh, Bandung, Batam, Bengkulu, Blitar,
Cirebon, Kupang, Lampung, Lombok, Louksemawe, Makasar, Malang,
Magelang, Manado, Medan, Palembang, Pekanbaru, Palu, Tangerang,
Jakarta, Jember, Samarinda, Semarang, Solo, Surabaya, Sorong, Tanjung
Pinang Terempa, Yogyakarta. AXA agents occupy the top ranks in both
national and international levels. More people have applied to be an agent of
AXA. Now, AFI has 4 products, which are Maestrolink Plus, Maestro Syariah,
Maestro Elite Care and Maestro Term. I did my internship at one of the
branches of PT AXA Financial Indonesia which is located on Jalan Bengawan
no. 49, Bandung. The leader of this branch is Mr. Hendrawan Oetomo.
E. Method of the Study
The data that is used to support my analysis in this term paper comes
from field research and library research that I did. Data from the field research
is taken from my observations and recorded in my internship journal. From
library research, the data gathered are from Internet sources and printed
sources.
4
Maranatha Christian University
F. Limitation of the Study
The subject of my research is myself when I was an intern at AFI. The
study focuses on my difficulty in using script when phoning prospective clients
as an insurance financial consultant for AFI from 21st December 2011 until
16th February 2012.
G. Organization of the Term Paper
This term paper consists of 10 parts. The parts are Abstract, Declaration
of Originality, Acknowledgements, Table of Contents, Chapter I, Chapter II,
Chapter III, Chapter IV, Bibliography, and Appendices.
The first is Abstract. It is a summary of each chapter of the final in the term
paper. The second is Declaration of Originality. It contains my statement
about authenticity or genuineness of my work. The third is
Acknowledgements. It contains my gratitude for those who helped me in the
process of writing the term paper. The fourth is Table of Contents. It contains
details of the contents and their page numbers.
Chapter I consist of seven parts. They are Background of the Study,
Identification of the Problem, Objectives and Benefits of the Study,
Description of the Institution, Method of the Study, Limitation of the Study,
Organization of the Term Paper. Chapter II analyses the causes and the
effects of my problem. Chapter III provides three potential solutions, and their
5
Maranatha Christian University
potential positive and negative effects. Chapter IV states the summary of
Chapter II and Chapter III, the chosen solutions, and the reason for each
selection. Bibliography lists the publication information of the references used
in the term paper. Appendices contain the Flowchart and Phone Script
Sample.
6
Maranatha Christian University
CHAPTER IV
CONCLUSIONS
In the previous chapter I explained about the problem I experienced during my
internship, which is difficulty in using scripts when phoning prospective clients as
an insurance financial consultant. After doing the analysis, I find three causes of
the problem. The first is my speech was not natural when reading the script. The
second cause is I did not have enough preparation. The third cause is I was
nervous, so my tone of speaking was not confident enough. I also find two effects
of the problem, those are: I repeated myself several times when speaking so I
wasted a lot of my time and the prospective clients’ time and I failed to fulfill the
purpose of script in phoning the prospective clients.
My chosen solution is to combine the three potential solutions. I need to
improve how I sound when was reading Maestro Elite Care product script, prepare
myself more by making some notes about Maestro Elite Care product on the script
17
Maranatha Christian University
provided, and I record myself reading my script. I have to combine the three
potential solutions to eliminate the causes of the problem.
Improving how I sound and recording myself when reading the script can help
me to make my speech more natural. In addition, I need to prepare myself well,
that is why I need apply the second potential solution that is to make some notes
on the script provided. By combining the three potential solutions, hopefully my
problem in using phone script can be handled well.
Based on the theories provided in the previous chapter, I find that how a
salesperson sound when reading the script is very important to determine the
success of sales call. Thus, I need to improve my sound when reading the script.
To know how I perform and what to improve, it is a good idea to record myself
reading the script and then do some practice to make me to sound better when
phoning the clients. In addition, I need to increase my confidence when phoning
the clients. Therefore, familiarizing myself with the product and take some notes to
accompany my script is also a good solution to the problem, as the level of
confidence will also influence how I sound when the script.
18
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Budiman, Dedy, James Gwee. Setiap Orang Sales Harus Punya Sales Script
Ini!
Sales Academy. Grade II Basic Training Product Knowledge
Electronic Sources
“Benefit of Using Call Scripts.”2009-2013. 23 September 2012.
www.coachingyou.org/benefits-using-sales-script-1-303.html.
“Bisnis Asuransi Makin Berkembang Di Indonesia.” Bussiness Lounge 28
February
2013. 2013.
Ettiquette Tips : Telephone Ettiquette.
.
Hansen, Julie. “What’s My Line: 5 great ways to use sales scripts like a pro!”
April 24, 2011. 2013.
Lynch, David. “Sales Training- The Power of The Script.”2013. April 12, 2008.
Maranatha Christian University
“No More Selling Scripts? 5 Ways To Be Yourself Again.”2000-2012.
www.unlockthegame.com/endofsalesscripts/.
Rahayu, Nina. ”Asuransi Kesehatan Akan Banyak Dicari.” 26 Juni 2013.
2008-2013.
Rampur, Stephen. “Effective sales Techniques.“21 September 2011. 20002012, 2013.
.
Robertson.Kelley. “Top 7 Sales Blunders.”.2013.
.
“Scripts and Call Guides for Sales Calls.”2001-2013, Chicago, Illinois.
www.lieberandassociates.com/Sales-Training---Rebbuttals-ObjectionResponses.shtml.
“Sound Like Success: How To Improve The Quality Of Your Voice.”20022009. RebeccaShafir. 2008.
www.mindfulcommunication.com/article-a7.htm.
Zahorfsky, Darrell.
Speaking.”2013.
“7
Tips
To
Overcome
Your
Fear
Of
Public
http://sbinformation.about.com/od/marketingsales/a/speaking.htm.
Maranatha Christian University
Pada masa magang, saya bekerja sebagai seorang agen asuransi di AXA
Financial Indonesia cabang Bengawan. Salah satu tugas saya adalah
menelepon beberapa orang calon nasabah saya. AXA menyediakan 2
buah skrip telpon yang terdiri dari percakapan yang mungkin terjadi antara
saya dan calon- calon nasabah tersebut. Tujuan dari tugas menelepon
tersebut adalah untuk membuat janji temu dengan mereka, agar saya
dapat menjelaskan lebih detail tentang produk- produk AXA. Ada 18 orang
calon nasabah yang saya telepon, tetapi saya tidak dapat membuat satu
pun janji temu dengan mereka, walaupun saya sudah menggunakan skrip
yang disediakan oleh AXA.
Setelah melakukan analisis, saya menemukan tiga penyebab dari
masalah itu, yaitu pembicaraan saya yang tidak natural ketika sedang
membaca skrip itu, saya tidak melakukan persiapan yang cukup, dan saya
merasa tegang sehingga nada berbicara saya tidak cukup percaya diri.
Saya juga menemukan dua efek dari masalah itu, yaitu saya mengulang
percakapan saya beberapa kali ketika menelepon, sehingga membuang
banyak waktu saya dan calon- calon nasabah saya, dan saya tidak
berhasil memenuhi tujuan dari menggunakan skrip. Saya memilih tiga
solusi yang berpotensi untuk menangani kesulitan dalam menggunakan
skrip ketika menelpon beberapa orang calon nasabah saya itu. Yang
pertama adalah saya meningkatkan bagaimana saya berbicara ketika
sedang membaca skrip Maestro Elite Care. Yang kedua adalah saya
harus lebih mempersiapkan diri saya dengan membuat beberapa catatan
tentang Maestro Elite Care di skrip yang sudah disediakan, dan yang
ketiga, saya merekam diri saya ketika sedang membaca skrip Maestro
Elite Care. Berdasarkan analisis, saya memutuskan untuk
menggabungkan ketiga solusi tersebut untuk mengatasi masalah yang
saya hadapi
i
Maranatha Christian University
TABLE OF CONTENTS
ABSTRACT ..........................................................................................
i
DECLARATION OF ORIGINALITY ......................................................
ii
ACKNOWLEDGEMENTS ....................................................................
iii
TABLE OF CONTENTS .......................................................................
iv
CHAPTER I. INTRODUCTION ............................................................. 1-6
A. Background of the Study
B. Identification of the Problem
C. Objectives and Benefits of the Study
D. Description of the Institution
E. Method of the Study
F. Limitation of the Study
G. Organization of the Term Paper
CHAPTER II. PROBLEM ANALYSIS ................................................... 7-10
CHAPTER III. POTENTIAL SOLUTION ............................................. 11-16
CHAPTER IV. CONCLUSION ............................................................ 17-18
BIBLIOGRAPHY
APPENDICES:
A. FLOWCHART
B. PHONE SCRIPT SAMPLE
iii
Maranatha Christian University
CHAPTER I
INTRODUCTION
A. Background of the Study
Insurance business is a business that is developing in Indonesia. Business
Today (par. 1) mentions that Indonesian people’s awareness of the
importance of insurance is rising. The CEO of AXA Indonesia says that in the
years to come, the market for health insurance will be very promising (par. 5).
In response to the opportunity, AXA Indonesia is doing some campaigns to
develop people’s awareness of insurance.
Getting the above information, I am interested in learning more about
insurance business. Therefore, I decide to do my internship at PT AXA
Financial Indonesia (henceforth, AFI) in the Bengawan Branch. I had the
position as a financial consultant. One of my tasks as a financial consultant is
to phone prospective clients. The purpose of making the calls is to make an
1
Maranatha Christian University
appointment with the prospective clients to meet, so that I could explain more
about the insurance products that the company offers. In order to help me
when phoning the clients, the company provided a phone script consisting of
possible conversation to occur between me and the prospective clients.
There were eighteen clients that I phoned, but I could not make any
appointments with any of them; even though I had used the script provided
when making the calls.
I decide to discuss my difficuIty in using the script to phone prospective
clients in this term paper. I believe this problem is important to be analyzed
because phoning prospective clients is the main duty of an insurance
financial consultant. I will analyze the problem critically and systematically, so
that the solution to the problem can be found out.
B. Identification of the Problem
The problem will be analyzed to answer the following questions.
1. Why did I find difficulties in using script when I phoned prospective clients
for AFI?
2. How did the problem affect me and my prospective clients?
3. What should I do to be able to use script effectively when phoning three
prospective clients for AFI?
2
Maranatha Christian University
C. Objectives and Benefits of the Study
There are three objectives of this research. The first is to find out the
causes of my difficulty in using scripts when phoning prospective clients as an
insurance financial consultant for AFI. The second is to find out the effects of
the difficulty. Then, the third objective is to find out the best solution.
There are also benefits of this research. The first benefit is for the
institution where I did the internship, which is AFI, Bengawan branch. The
benefit for AXA agents who experience the same problem can try my
solutions. Then, the second benefit is for the readers of this term paper. It can
make them find the solutions of one of the problems experienced by some
insurance agents. Lastly, this research is beneficial for me because the
solutions found can help me to make any appointments with some of my
prospective clients.
D. Description of the Institution
In Grade II Basic Training Product Knowledge published by AXA Sales
Academy, the company’s history is given. The man who founded AXA was
Claude Bebear. In 1995, the name was PT MLC Life Indonesia before it
changed its name to PT AXA Financial Indonesia on May 8, 2006. Some
progresses were experienced by AXA. In 2009, AXA Group served more than
3
Maranatha Christian University
90 and 5 continents, with the support of 216,000 professional employees.
Until December of 2009, the assets under the management of AXA Group
was Euro 90.1 billion and the net income after tax was $3,5 billion.
PT AXA Financial Indonesia is currently operating in Indonesia, including
Ambon, Bali Balikpapan, Banda Aceh, Bandung, Batam, Bengkulu, Blitar,
Cirebon, Kupang, Lampung, Lombok, Louksemawe, Makasar, Malang,
Magelang, Manado, Medan, Palembang, Pekanbaru, Palu, Tangerang,
Jakarta, Jember, Samarinda, Semarang, Solo, Surabaya, Sorong, Tanjung
Pinang Terempa, Yogyakarta. AXA agents occupy the top ranks in both
national and international levels. More people have applied to be an agent of
AXA. Now, AFI has 4 products, which are Maestrolink Plus, Maestro Syariah,
Maestro Elite Care and Maestro Term. I did my internship at one of the
branches of PT AXA Financial Indonesia which is located on Jalan Bengawan
no. 49, Bandung. The leader of this branch is Mr. Hendrawan Oetomo.
E. Method of the Study
The data that is used to support my analysis in this term paper comes
from field research and library research that I did. Data from the field research
is taken from my observations and recorded in my internship journal. From
library research, the data gathered are from Internet sources and printed
sources.
4
Maranatha Christian University
F. Limitation of the Study
The subject of my research is myself when I was an intern at AFI. The
study focuses on my difficulty in using script when phoning prospective clients
as an insurance financial consultant for AFI from 21st December 2011 until
16th February 2012.
G. Organization of the Term Paper
This term paper consists of 10 parts. The parts are Abstract, Declaration
of Originality, Acknowledgements, Table of Contents, Chapter I, Chapter II,
Chapter III, Chapter IV, Bibliography, and Appendices.
The first is Abstract. It is a summary of each chapter of the final in the term
paper. The second is Declaration of Originality. It contains my statement
about authenticity or genuineness of my work. The third is
Acknowledgements. It contains my gratitude for those who helped me in the
process of writing the term paper. The fourth is Table of Contents. It contains
details of the contents and their page numbers.
Chapter I consist of seven parts. They are Background of the Study,
Identification of the Problem, Objectives and Benefits of the Study,
Description of the Institution, Method of the Study, Limitation of the Study,
Organization of the Term Paper. Chapter II analyses the causes and the
effects of my problem. Chapter III provides three potential solutions, and their
5
Maranatha Christian University
potential positive and negative effects. Chapter IV states the summary of
Chapter II and Chapter III, the chosen solutions, and the reason for each
selection. Bibliography lists the publication information of the references used
in the term paper. Appendices contain the Flowchart and Phone Script
Sample.
6
Maranatha Christian University
CHAPTER IV
CONCLUSIONS
In the previous chapter I explained about the problem I experienced during my
internship, which is difficulty in using scripts when phoning prospective clients as
an insurance financial consultant. After doing the analysis, I find three causes of
the problem. The first is my speech was not natural when reading the script. The
second cause is I did not have enough preparation. The third cause is I was
nervous, so my tone of speaking was not confident enough. I also find two effects
of the problem, those are: I repeated myself several times when speaking so I
wasted a lot of my time and the prospective clients’ time and I failed to fulfill the
purpose of script in phoning the prospective clients.
My chosen solution is to combine the three potential solutions. I need to
improve how I sound when was reading Maestro Elite Care product script, prepare
myself more by making some notes about Maestro Elite Care product on the script
17
Maranatha Christian University
provided, and I record myself reading my script. I have to combine the three
potential solutions to eliminate the causes of the problem.
Improving how I sound and recording myself when reading the script can help
me to make my speech more natural. In addition, I need to prepare myself well,
that is why I need apply the second potential solution that is to make some notes
on the script provided. By combining the three potential solutions, hopefully my
problem in using phone script can be handled well.
Based on the theories provided in the previous chapter, I find that how a
salesperson sound when reading the script is very important to determine the
success of sales call. Thus, I need to improve my sound when reading the script.
To know how I perform and what to improve, it is a good idea to record myself
reading the script and then do some practice to make me to sound better when
phoning the clients. In addition, I need to increase my confidence when phoning
the clients. Therefore, familiarizing myself with the product and take some notes to
accompany my script is also a good solution to the problem, as the level of
confidence will also influence how I sound when the script.
18
Maranatha Christian University
BIBLIOGRAPHY
Printed Sources
Budiman, Dedy, James Gwee. Setiap Orang Sales Harus Punya Sales Script
Ini!
Sales Academy. Grade II Basic Training Product Knowledge
Electronic Sources
“Benefit of Using Call Scripts.”2009-2013. 23 September 2012.
www.coachingyou.org/benefits-using-sales-script-1-303.html.
“Bisnis Asuransi Makin Berkembang Di Indonesia.” Bussiness Lounge 28
February
2013. 2013.
Ettiquette Tips : Telephone Ettiquette.
.
Hansen, Julie. “What’s My Line: 5 great ways to use sales scripts like a pro!”
April 24, 2011. 2013.
Lynch, David. “Sales Training- The Power of The Script.”2013. April 12, 2008.
Maranatha Christian University
“No More Selling Scripts? 5 Ways To Be Yourself Again.”2000-2012.
www.unlockthegame.com/endofsalesscripts/.
Rahayu, Nina. ”Asuransi Kesehatan Akan Banyak Dicari.” 26 Juni 2013.
2008-2013.
Rampur, Stephen. “Effective sales Techniques.“21 September 2011. 20002012, 2013.
.
Robertson.Kelley. “Top 7 Sales Blunders.”.2013.
.
“Scripts and Call Guides for Sales Calls.”2001-2013, Chicago, Illinois.
www.lieberandassociates.com/Sales-Training---Rebbuttals-ObjectionResponses.shtml.
“Sound Like Success: How To Improve The Quality Of Your Voice.”20022009. RebeccaShafir. 2008.
www.mindfulcommunication.com/article-a7.htm.
Zahorfsky, Darrell.
Speaking.”2013.
“7
Tips
To
Overcome
Your
Fear
Of
Public
http://sbinformation.about.com/od/marketingsales/a/speaking.htm.
Maranatha Christian University