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 \"slug\": \"insurance-private-domain-ops\",\n  \"version\": \"4.1.1\",\n  \"publishedAt\": 1782652446327\n}\n\nFile v4.1.1:references/churn_activation.md\n\n# 脱保客户激活 SOP 与话术模板\r\n\r\n> 本文件为 `insurance-private-domain-ops` Skill 配套参考\r\n\r\n## 一、激活时机分类与策略\r\n\r\n| 时机分类 | 距脱保天数 | 触达渠道优先级 | 话术重点 |\r\n|---------|----------|-------------|---------|\r\n| **临近期** | 0-15天 | 企微+短信+电话 | 续保紧迫感，保障缺口 |\r\n| **短期流失** | 16-90天 | 企微+短信 | 感恩回访，福利方案 |\r\n| **中期流失** | 91-365天 | 短信+企微内容 | 产品升级，旧方案对比 |\r\n| **长期流失** | >365天 | 短信年度触达 | 特殊活动，新产品通知 |\r\n\r\n## 二、各渠道话术模板\r\n\r\n### 2.1 企微1v1话术（个性化版）\r\n\r\n**临近期脱保（0-15天）**：\r\n> XX先生/女士，您好！我是国联人寿的专属顾问[姓名]。\r\n> 您的[产品名称]保单即将于[到期日期]到期，我们注意到您的保障缺口约[XX]万元。\r\n> 目前我们推出了[新方案名称]，在原方案基础上新增[XX]保障责任，保费不涨，保障更全面。\r\n> 想和您约个时间详细沟通一下续保方案吗？\r\n\r\n**短期流失（16-90天）**：\r\n> XX先生/女士，您好！感谢您过去对国联人寿的信任。\r\n> 您的保单已经到期一段时间了，我们非常希望能继续为您提供保障服务。\r\n> 最近我们针对老客户推出了专属续保福利：[福利内容]，想为您详细介绍一下，您方便吗？\r\n\r\n**长期流失（>1年）**：\r\n> XX先生/女士，您好！我是国联人寿的[姓名]。\r\n> 记得您之前是我们的客户，非常感谢您的支持。\r\n> 最近公司推出了[产品名称]，特别适合像您这样注重家庭保障的客户。\r\n> 想为您做一个免费的保障需求分析，您看方便吗？\r\n\r\n### 2.2 短信话术（批量版）\r\n\r\n| 场景 | 短信模板 |\r\n|------|---------|\r\n| 临近期 | 【国联人寿】尊敬的XX，您的保单将于X天后到期，当前保障缺口约XX万元。续保可享老客户专属优惠，点击查看：[链接]。退订回T |\r\n| 短期流失 | 【国联人寿】您好XX，感恩有您！您的老客户专属续保福利已到账，保费不涨保障升级，点击领取：[链接] |\r\n| 产品升级 | 【国联人寿】XX您好，我司新品[产品名]升级上市，覆盖120种重疾，保障更全面。老客户优先体验，点击：[链接] |\r\n| 健康活动 | 【国联人寿】XX您好，本月免费健康服务：专家挂号绿通+体检套餐，点击领取：[链接]，到期保单可一并规划 |\r\n\r\n### 2.3 电话话术（高价值客户）\r\n\r\n**开场白**：\r\n> 您好，请问是XX先生/女士吗？我是国联人寿的资深顾问[姓名]，工号[XXX]。\r\n> 今天打电话主要是想和您沟通一下您的保障规划，您现在方便通话吗？\r\n\r\n**需求了解**：\r\n> 在您投保的时候，主要是想解决哪方面的担忧呢？（保障/储蓄/传承/医疗）\r\n> 您目前的家庭情况有变化吗？（子女出生/房产购置/收入提升等）\r\n> 您觉得目前最需要的保障是什么？\r\n\r\n**方案呈现**：\r\n> 根据您的情况，我建议从这三个方面来规划：[产品A-保额XX/保费XX]，[产品B-保额XX/保费XX]，[产品C-保额XX/保费XX]。\r\n> 这样搭配的话，每年总保费约XX元，平均每天XX元，能覆盖XX方面的保障缺口。\r\n\r\n**异议处理**：\r\n- \"太贵了\" → 拆分到每月/每天，强化\"小投入大保障\"逻辑\r\n- \"再考虑考虑\" → 设置明确回访时间点（\"那我们下周三再联系您？\"）\r\n- \"不需要了\" → 询问原因，记录在CRM，供后续优化\r\n\r\n**促成**：\r\n> XX先生/女士，我理解您需要时间考虑。我的建议是：保障不能等，我们可以先完成投保，保单生效后您有15天犹豫期，不满意可以全额退保。\r\n> 我们现在帮您安排投保吧？\r\n\r\n## 三、复效操作流程\r\n\r\n### 3.1 复效条件\r\n- 保单效力中止（宽限期30天届满后）但未满2年\r\n- 投保人申请恢复合同效力\r\n- 补交"},{"kind":"example","language":"text","snippet":"File v4.1.1:references/private_domain_sop.md\n\n# 企微私域运营 SOP 与内容日历\r\n\r\n> 本文件为 `insurance-private-domain-ops` Skill 配套参考\r\n\r\n## 一、企微1v1运营 SOP\r\n\r\n### 1.1 新客户激活 SOP（0-7天）"}]}}