Your mission: Close out their profile, help them get qualified, mail the information out to them - Family Protected
*Get your disgruntled, bored employee face on!
1. Hi (___), hey (___) this is Taylor, I’m the medical underwriter from the ____ benefits center and I’m assigned to help you qualify for the state’s regulated funeral and life insurance, just to verify, your DOB is ________ is that correct?”
2. Hi (___), hey (___) this is Taylor from the ____ benefits center, I’m assigned to help you qualify for the state regulated funeral and life insurance program, just to verify, ______ is your DOB is that correct?
3. Hi (___), hey (___) this is Taylor from the ____ benefits center, I got your request here on my desk for the state regulated funeral/mortgage and life insurance program, looks like you put your DOB/beneficiary as ________ is that correct?
4. For Follow Ups/Callbacks: Hi (___), hey (___) this is Taylor from the ____ benefits center, we spoke a while back about your funeral and life insurance, you haven’t happened to get some coverage in place have you?
5. For Appointments: Hi (___), hey (___) this is Taylor from the ____ benefits center just calling for our appointment, how are you doing today? Excellent, now I do need to confirm some information before we proceed, our system has your date of birth as ___ is that correct? Perfect, and is a good address still _____.
6. For Texting: Hi (___), hey (___) this is Taylor from the ____ benefits center, how are you doing? Great, I was just texting you - I’m the one assigned to get the information for the state’s life and funeral insurance program out to you. Just to confirm this is _____ your DOB is ________ is that correct?
Excellent, and are you looking for coverage for just yourself or did you have a spouse in mind as well?
Got it, and were you hoping to leave some money behind for your loved ones, cover funeral expenses, or did you have some other plans in mind?
Perfect, well we’re doing everything virtually now so it only takes a few minutes for me to go over with you and see what you’ll qualify for. Can you grab a pen and paper?
Common Objection:
Where did you get my information? / I never sent that in
“Oh, you know what, once you hit a certain age, they actually provide us your information to go over your options with you, just because we do work with families on social security, disability, and those retired. It only takes a few minutes for me to go over with you, do you have a pen and paper?”
Who?
It’s provided from the Voter Registry
Start sending my business card and license to them…
First thing I’ll have you write down is my name……. Next I'll have you write down my state license number so you can verify through the ____ state department of insurance and verify that I have an active and valid license to review this information with you. My license number is (___).....
So I'll make this pretty simple for you, _____. I am an insurance broker through the state of (state). So what that means to you is I’m not like a state farm or farmers insurance agent where I’m loyal or captive to one company. I work with over 20 of the state regulated companies which allows me to shop around, figure out what company is going to approve you and which company is going to give you the best deal. Does all that make sense?
Great. So what I’ll do is ask you a few minutes of health questions and a few minutes of financialquestions to see where you’re sitting and that will give me an idea of which company to go with, from there I’ll show you a few options, if you like one, we’ll go ahead and fill out an application and see if we can get you approved for the coverage. If you get approved, the insurance company will mail you out a packet and you’ll have 30 days to review it just to make sure everything looks right.
So (client) are you hoping to leave some money behind your loved ones, cover funeral expenses, or a combination of both?
Now do you have anything going on medically?:
Meds - Are you on any medications on a regular basis? Do you know what it’s for?
Surgeries - Have you had any major surgeries in the last few years?
Medical Conditions - I’ll read over some medical conditions, just speak up if any of these apply to you: heart attacks, strokes, TIA, cancer, stints, diabetes, neuropathy, HBP, Lupas, asthma/Copd, thyroid, anxiety-depression, kidney or liver disease?Weight/Height - Now my mom told me to never ask a woman this, but what is your approximate height and weight?
Smoker - Are you a smoker or non-smoker?
Work - Are you currently working, retired, disabled, what’s that look like for you?Income - About how much does that bring in for you each month?
Assets - Do you currently have any life insurance, or anything that could like life insurance, like a Roth IRA, 401K, or Securities?
Yes - Excellent, and about how much do you have in those programs? And when that time comes are you going to be buried or cremated?
Beneficiary - And who will be the one taking care of those funeral arrangements?
And what is their name?
Spouse - And will we be looking at coverage for just yourself or for a spouse as well?
Perfect, now I'm going to look at some options here to see which of the companies that works through the state regulated program will offer you the most amount of coverage for the lowest price.
Power Questions:
Am I the first person you’ve talked to about getting coverage?
Have you ever been declined for life insurance before?
If your beneficiary was to pass away, do you have a back-up?
How long have you been looking for coverage?
Have you guys been putting all the final arrangements together?
Do you have a will in place? (Recommend freewill.com at the end of call if answer is ‘no’)
Do you have any plans for the day?
How long have you lived here in ____?
Alright, I got a (final expense/mortgage protection) program pulled up through _______ (Carrier). Have you heard of them before?
Perfect. So this program has several different features I just wanted to go over with you as I'm pulling up the quotes. The first thing is that there are 100% living benefits...
100% Living Benefits - If you ever become critically, chronically or terminally ill, you will have access to up to 50% of the death benefit amount to help you out while you are alive.
Permanent Coverage - This will cover you for the rest of your life and won’t expire on you.
Level Death Benefit - The death benefit is guaranteed to remain level and will never increase/decrease.
Level Premiums - Premiums are guaranteed to remain level and will never increase/decrease.
Payout to Beneficiary - The death benefit will pass onto your beneficiary of choice.
Tax-free Payout - The death benefit is paid out tax-free.
Accidental Death Rider - If you die in an accident, the death benefit doubles.
Cash Value Savings - As you pay your premiums, the policy builds a cash value savings account at 4-8% interest over time, which is much higher than most traditional savings accounts through a bank. You can use that cash value for emergencies, vacation, paying off debt, or anything you’d like.
Immediate Payout - And last but not least, the policy would be immediately effective if you’re approved for coverage, meaning that if you died today, your beneficiary would receive that money tomorrow. There is no wait for them to receive the money.
Now luckily you're still in the age range to be able to qualify for this, this is a big deal because this is the most popular type of coverage. With this plan you get a lot more coverage for a lot cheaper price. Now the cool thing about this plan is if we are able to get you approved for it, it locks in your rates. So you don’t have to worry about the price going up every 5 years. It will stay the exact same the entire time. Does that make sense?
-If you ever become critically, chronically or terminally ill, you will have access to some of the benefit amount to help you out while you are alive
-Coverage for a set term
-Death benefit is guaranteed to remain level
-Premiums stay at a locked in rate
-Passes onto your beneficiary of choice
-Death benefits are paid out tax free
-There is an additional 25-50% accidental coverage in case you die in an accident
-Policy goes with you no matter where you move to Coverage starts immediately after approval
-There is a cash back option for 50-100% of premiums tax free
This program is the most popular type of coverage because it comes with a 100% guarantee. Now during the (15, 20, 30 year term), if anything happens to you, it will pay out the entire benefit to your family. However, if nothing happens to you, and you outlive the policy, they will return 100% of the money you had put into it. So, it acts as a savings account for you. And lastly it has built in living benefits which means if you have any critical, chronic, or terminal illnesses, things such as heart attack, stroke, cancer, this will actually pay out to you while you're still here to help cover living expenses, medical bills or anything else you may need. Does that make sense?
I’m going to have you write down Gold, Silver, and Bronze on your paper.
Now (client name), there are no final decisions today, we’re just looking at options to see what you could get qualified for, and then submit an application to the home office for approval. The application only takes a few minutes to complete. Worst case scenario you don't qualify with _____ (CARRIER), we would just look at another carrier I work with - again that’s the advantage of having a broker, we have a lot of options. Best case scenario, you do qualify…..the company will mail you out a physical policy that way you can review the fine print numbers and make sure this is something that would benefit you and your family.
So for the gold plan, you can write down $_______ (coverage)
For the silver plan, you can write down $_______ (coverage)
For the bronze plan, you can write down $_______ (coverage)
So like I said, if you get into an accident the coverage doubles, so bronze would double to _____, silver doubles to _____ , and gold doubles to ______.
Now the monthly payment for the gold is _______ dollars, the monthly payment for the silver is _______ dollars, and then the monthly payment for the bronze is just ________ bucks.
Now granted you were even able to qualify, would you want to try to qualify for the gold, silver or bronze option?
Alright so I’m getting this submitted over to the home office to see if they’ll approve you for that coverage, it’ll just take a few minutes here and we’ll be finished up.
Start on application.
On the application, do everything else first, save the social for last after you’ve got a lot of the information and they’re on a roll.
Is ____ (first) _____(last name) your legal name?
Is _____ (address) a good address to mail the policy packet out to?
Is_____ (email) a good email?Is this phone number ____(number) a good phone number to contact you at?
And were you born in the state of ____ (state) or where were you born?
Okay, so you are a US Citizen?
Social - Now to keep things simple and avoid doing urine or sending a nurse out to do blood tests, (carrier) ________ just runs your social through the medical information bureau to see if you’re healthy enough to qualify, do you have your social memorized?
Driver’s License - And do you drive these days, or are you staying off the roads? Perfect, and is it a ____ (state) driver’s license? Okay and what’s the number on the license?
Common obj: I don’t want to give you my social
As an insurance company, CARRIER does protect your social, and as a medical field underwriter, it’s my responsibility to do so by law as well. By infringing on that, I would lose my license, my job, and would be prosecuted, fined, and imprisoned. That’s just not worth it to me or anyone. That being said, your social will be protected and safe with CARRIER. Do you have your social?
Effective Date: Okay, now provided you qualify for the coverage, when would you want it to take effect? Beginning, middle or end of the month?
Banking: Okay the last piece of the application is going to be proof of banking. Do you bank locally or nationally?
Okay, and who do you bank through?
Look up bank routing number
Perfect, so it looks like _____ partners with them. I have the routing number here, do you have something in front of you that I can verify this with?
Common Obj: I don’t want to give my banking
The insurance carrier does have to verify you do have a legal account in the US. Believe it or not, insurance is the biggest way money launderers launder money. Obviously the carrier needs to know you have a legal way of paying for this before you get approved. Do you have that routing number for me to verify?
(have them get a blank check or pull up the info on a mobile app and then read the routing number, verify it is correct) Okay, and then the account number?
(When submitting)
Alright, I’m submitting the application now. It’ll take just a minute to submit and we’ll get either a green, yellow, or red light.
If it comes back as green, you’re approved on the spot and the physical policy will mail out in the next 7-14 days.
If it comes back as yellow, it goes to underwriting and takes 24-48 hours before we get an answer of whether or not you’re approved.
And if it’s a red, it means that you were declined coverage from this carrier, but that’s not the end, it means we will just apply with another carrier to make sure your family gets that protection.
Do you want the good news or the bad news first?
The Good news is you’re approved. That’s a big deal, so congratulations! There’s nothing better than helping and protecting your family and friends when they’ll be going through a very hard time.
The Bad news is you’re stuck with me as your insurance guy forever.
(Client name) Do you still have that piece of paper handy?
Okay, I’m going to have you write down the name of the company that will be sending everything out to you for your review within the next 7-14 days. Again, the company is CARRIER, and the information will come in a (big blue) folder. Just look over that, it’ll be just the (cost) $_____ a month, and like I said, you can bump that up 6 months, a year from now.
Now if everything looks good, you’re covered for $______ starting _______ (effective date).
You have my name and license number and now I’ll have you write down my personal phone number, that’s 509-572-5517. Again, it’s 509-572-5517. That’s a Washington number in case you were wondering, just cuz that’s my stomping grounds.
Now _________, I’ll be your broker for life so in case you need anything, or have questions about your coverage, just reach out to me.
Annuity T-UP
One more thing before we end our call today. I just want to let you know I’ll try giving (beneficiary) _______ a call to let them know what you’ll have in place for them for when you pass, and that I’ll be a resource for them in case anything happens to you. Other than that, you’re in a good spot now, and I’ve enjoyed working with you today.
Thank you so much for your time today, have a blessed day. Take care. Bye bye.
Hi __________, this is Taylor Riley from the Benefits Center, I have information regarding the State Regulated Life & Funeral Program I'm required to review with you, please call me back as soon as you can. Thank you.
Mortgage Protection Phone/Presentation
Hey
This is _______. I'm giving you a call back from the mortgage protection office regarding the loan you got through (lender). The reason I'm reaching out is because you filled out a request in the mail about getting some information on paying off your home in the event of a death or disability. Has anyone got this information out to you yet?
If yes... dig deeper on their coverage.
If no...
Perfect, once again my name is___________. I am actually just the local field underwriter assigned to get the information out to you. My job is pretty simple. It's just to verify your age, health & habits and see what programs you can qualify for. Since they really simplified the whole process, it only takes about 5-10 minutes to go over everything. Were you trying to get coverage for just yourself or did you have a spouse as well?
Okay perfect, now (name), do you have a pen and paper so you can jot down some of my personal information?
Write down my name...
And my state license number is___________. In case you need to look me up for any reason you can use this number okay?
Awesome, so again my name is (________). I work in the Mortgage Protection Department of the _______ (State) Benefits Center so what that means is I'm a broker and we work with 20 of the top A+ rated insurance carriers nationwide like Mutual of Omaha, John Hancock, Americo, Aetna, American General, and others... I'm sure you have heard some of those correct?
Awesome, all that means is I'm here to do all the shopping for you and find you the best coverage for the best price. Does that make sense? Perfect.
So what I'm going to do is run through a quick needs analysis with you, we're going to go over a few different options, and then the biggest thing we are going to do is run an application to make sure you can qualify. Because obviously if you can't qualify, these are all just numbers on a piece of paper and it doesn't really mean much. Does that make sense? Perfect.
What's your total loan amount?
30 year term?
Did you recently buy or refinance?
If you had to sell the house tomorrow how much would you be able to sell it for?
What's your monthly payment?
Are you currently working, retired or disabled?
What do you bring in per month?
If something happens to you what do you plan with the home?
How young are you?
Smoker/Non Smoker?
Any medications?
Any Major surgeries in the last 5 years?
Cancer, stroke, heart attack, Lupus, Asthma, COPD, Anxiety, Depression, Kidney/Liver disease??
Outside of what you bring in per month, do you have anything that could act like life insurance? 401k, stocks, bonds, mutual funds, and significant savings?
Do you currently have any life insurance? DIG Deeper...
Ask Manager for Options*
EQUITY PROTECTION - 24 Month, 12 Month, 6 Month - For Whole Life Options (That don't qualify for term options)
Now obviously when something happens to you, the bank doesn't need the full mortgage immediately, right!?
All the bank needs is to make sure those monthly payments are still coming in month after month so you don't lose the equity you have built up in your home... Also, we need to make sure that your (family) doesn't lose the equity in the home because the second you're not able to make those monthly payments is the second that the bank takes the house and all that money is gone - does that make sense?
So what I'm gonna do is show you a program that protects the equity in the home and your mortgage payments for (2) years, (1.5) years and (1) year if you want to write that on a piece of paper. Now the program that we're looking at here has:
100% Living Benefits - If you ever become critically, chronically or terminally ill, you will have access to up to 50% of the death benefit amount to help you out while you are alive.
Permanent Coverage - This will cover you for the rest of your life and won’t expire on you.
Level Death Benefit - The death benefit is guaranteed to remain level and will never increase/decrease.
Level Premiums - Premiums are guaranteed to remain level and will never increase/decrease.
Payout to Beneficiary - The death benefit will pass onto your beneficiary of choice.
Tax-free Payout - The death benefit is paid out tax-free.
Accidental Death Rider - If you die in an accident, the death benefit doubles.
Cash Value Savings - As you pay your premiums, the policy builds a cash value savings account at 4-8% interest over time, which is much higher than most traditional savings accounts through a bank. You can use that cash value for emergencies, vacation, paying off debt, or anything you’d like.
Immediate Payout - And last but not least, the policy would be immediately effective if you’re approved for coverage, meaning that if you died today, your beneficiary would receive that money tomorrow. There is no wait for them to receive the money.
Now the 24-month program is a $30,000 benefit, 12-months is a $20,000 benefit and the 6-month program is $15,000
24 Month
So the first option here is the 2 year equity protection.. This is gonna guarantee that your monthly payments are taken care of for 2 full years. So when something happens to you, your (Family) aren't struggling to figure out where this money is coming from and argue over who's taking over payments. This gives them plenty of time to decide who the house is gonna to go to and how they want to handle things with you being gone. It's a $30,000 benefit.. That one is going to be ($$) a month
12 Month
Now, a lot of people go with the 12-month program just because that's a sufficient amount of time to figure things out when you're gone and takes the burden off the family - $20,000 worth of coverage... that one is going to be ($$) a month
6 Month
And then the 6-month program, that's really the bare minimum we wanna drop down to - reason being, 6 months is still plenty of time if they did decide to sell the home and it makes sure that nobody's struggling to come up with the monthly payments.. This way, they can put the house on the market and get it sold within six month's time and protect the ($$$ of equity) you have built up. That's a $15,000 benefit... that one is gonna be ($$) a month
Close:
Now I'm not one of the sales reps that comes out, I'm actually just the field underwriter. My job is to see if you are able to get qualified so if you were able to qualify, which program would you want to qualify for? .... silence
So what we're going to be looking at is a product that will help pay off a percentage of the mortgage in the event of your passing. We have three options we can look at - one that will cover 100% of the mortgage if you pass away, 75% of the mortgage, and one that covers 50% of the mortgage.
This will protect any equity in the home and make sure your home isn't foreclosed. Does that make sense?
Perfect, now go ahead and write down 100%, 75%, and 50% on your piece of paper and let me know when you're ready.
Great, the program that we'll see if you can get qualified for has quite a few features built into it:
Living Benefits -If you ever become critically, chronically or terminally ill, you will have access to some of the benefit amount to help you out while you are alive
Term -Coverage for a set term
Level Death Benefit - (If it's not a payment protector product) Death benefit is guaranteed to remain level
Level Premiums - Premiums stay at a locked in rate
Beneficiary - Passes onto your beneficiary of choice
Tax-Free - Death benefits are paid out tax free
Accidental - There is an additional 25-50% accidental coverage in case you die in an accident
Anywhere Coverage - Policy goes with you no matter where you move to
Cash Back Option - There is a cash back option for 50-100% of premiums tax free (If CBO)
Now I'll have you write down under the three options the amount of coverage and the monthly payments that we'll be looking at to determine what you can get qualified for.
So 100% is going to be xxx,xxx of coverage. 75% is going to be xxx,xxx of coverage. And 50% is going to be xxx,xxx.
100% - This one obviously takes care of the full amount of the mortgage so no matter how you die the entire mortgage is taken care of and is ($$$) a month
75% - Now honestly, people typically just want to take care of 75% of the mortgage - Reason being over the next few years you're going to continue to keep paying your mortgage down - so at a certain point this will actually be 100% of the mortgage. ($$$) of total coverage that will be ($$$) a month
50% - So this is the bare minimum amount that we need to put in place.. but honestly covering half the mortgage is still sufficient if something does happen to you and will help out tremendously in paying down the loan and that one is just ($$$) a month.
Close: Now I'm not one of the sales reps that comes out, I'm actually just the field underwriter. My job is to see if you are able to get qualified so if you were able to qualify, which program would you want to qualify for?.... silence
Move on to applications
Hey (Client Name)?
Hey (Client name) its ___, I’m just the local underwriter in the area. I got your request here on my desk for the state regulated life insurance program. Looks like you put your date of birth as_____, is that correct?
Awesome, I have a current address of ______, is that correct?
Perfect, now when you filled this out were you looking to get coverage for just yourself or did you have a spouse in mind as well?
Awesome, since they have really simplified this process through the state it only takes 5-10 mins for me to run over it with you. I’ll be in the area tomorrow.
Would morning or evening work best for me to hand this to you?
Awesome, I have a 930am or 1130am which works better for you.
Perfect, Do you have a pen and paper near you the state requires me to give you some of my personal information so grab that pen and paper I’ll wait.
Okay write this down.
My name is ______
My license number (NPN)
Appointment time
The state requires me to give this to you so you can verify that I am licensed through the state.
(use any of the following for lock down questions)(highlighted are ones I use every time)
Is there any reason why that time would not work? I’m just making sure you’re not going to leave me standing on the porch this time of the year.
Perfect, I’ll be driving a (your car).
Do you have somewhere I can park?
Is it an APARTMENT OR HOUSE?
Do you have any pets?
I have meetings with about 15 families that day, so if you cannot make the time, we have we need to schedule for another time. So, we don’t make other families miss their opportunities.
Does that make sense?
Awesome (Client Name) I will see you at (time) (day)
Hey (Client Name)? (Client Name), it’s (Your Name) getting back to you about the Life Insurance request you sent in a few weeks ago. It looks like you put _____ as your address and ____ as your date of birth, is that correct?
Okay, perfect. So again, my name is ______. I was just letting you know that we did get your request and that I’m the one assigned to get this out to you and go through a quick eligibility. Just like I said, it’s all non-medical so there is no blood or physical, or anything like that. I just need to check your ID and make sure nobody has you strapped into a hospital bed full-time. It should only take 10-15 minutes.
Now (Client Name), are you still working full-time, or are you retired or disabled?
And (Client Name), are you single, married, widowed, or divorced? Okay (Client Name), so I’m dispatched out to you tomorrow, seeing about 15 other families.
I have an opening at ____ or _____, do you have a preference?
Perfect, just write me in for _____.
Again, my name is ______, and I will see you tomorrow at _____.
MAIN OBJECTIONS:
“I sent that in months ago.” →Yep, we are crazy far behind. Thanks for being so patient. I’m in charge of making sure this gets out to you, and I’m going to be out there tomorrow. Are you still working? (Jump right back into the script)
“I didn’t send this in.” →Yeah (Client Name), this was the generic life insurance request you sent in sometime within the last few months. You put ____ as your birthday and _____ as your address. Anyway, I’m the one they’ve assigned in charge of getting this out to you (Jump right back into the script).
“Oh, I already did that.” →Okay (Client Name), perfect. That will make this way easier for me, so what I’ll do is put you down for tomorrow to review and make sure our guys got you set up correctly. It shouldn’t even take 5 minutes. Are you still working, or retired or disabled? (Jump right back into the script).
Hello (Client Name), hi I’m (Your Name) getting back to you regarding the Facebook request you sent us for the State Regulated Life Insurance Program for burial and final expense, remember it was the one that asked you about your favorite hobby and you said (Their Favorite Hobby).
-No Pause
The purpose of the call was just to confirm some of the information you gave us, make sure I’m reading it right, so I can prepare. You listed your date of birth as (Client’s DOB), is that correct?
Great! You listed that you’re at (Client’s Address), is that correct?
Excellent! I don’t see that you listed it, but maybe I missed it, are you a smoker or a non-smoker?
Okay great. Let me ask you this, when you took the time to fill out that form on Facebook, what was your primary focus, was it just to make sure you didn’t burden your family with those expenses or burial and final expense, or were you looking to leave something extra to a spouse or adult children or someone?
Okay perfect, that’s why 98% of my clients fill these out. Well there’s about a dozen options you can qualify for (Client Name), and there all non-medical, no blood, no urine, no needles I promise. They just make me sit down with you for 15-20 min to make sure #1) that you are who you say you are, that nobody is trying to get insurance in your name, and #2) to make sure you’re not hospitalized or bedridden or something like that.
Now they have me booked solid in your area the next couple days, but I can still squeeze you in between appointments since we’ll only be 15-20 min. I have a (time), and a (time) available, which works better for you?
Great! Do you have a pen and paper, I want you to write some info down… Write down my name, it’s (Your First Name), write down our appointment time, it’s (Appointment date and time), and this is regarding your request for life insurance for burial and final expense.
Now I’ll be coming from a ways away, and if you weren’t there, it would really throw a monkey wrench in my schedule. Now I understand serious emergencies happen, but barring an emergency, is there any reason you wouldn’t be there at (Appointment date and time).
Okay great, see you then!
Hello, (Client Name) My name is _____ and I’m getting back to you about the form you filled out on the internet for information on life insurance protection.
(Client Name), I’ve been assigned to get the information out to you but just need to verify what you put down. (No Pause) You put down your DOB as _____?
Okay, and are you a smoker or nonsmoker?
Married or single?
Perfect, my job for you is simple. We work with a variety of companies, so my job is to get the different options out to you and verify you are alive and breathing, as the plans are nonmedical, meaning no blood and no urine. We are running behind, so this’ll be quick, but I need to put down some notes.
Are you working or retired? (If working) What time are you typically back in the door from work?
Perfect, I will have about 5 minutes and can get you in between appointments either at ____ or ____. What time is better?
Okay, I will put you down then and I’ll have about 15 appointments booked that day, so if you could give me a window between ____ and _____, I know I’ll probably need it.
Okay perfect, and I have your address at _______, is that correct?
Great... Well (Client Name) I have you scheduled on _____ at _____ and I look forward to meeting you and helping you. I will see you then. Have a great day.
Hey (Client Name)? (Client Name), it’s (Your Name) at the benefits office here in (Your County) getting back to you about the Life Insurance request you sent in a few weeks ago.
It looks like you put _____ as your address and ____ as your date of birth, is that correct?
Okay, perfect. So again, my name is ______. I was just letting you know that we did get your request and that I’m actually just the field underwriter assigned to get this out to you and go through a quick eligibility.
Just like I said, it’s all non-medical so there is no blood or physical, or anything like that. I just need to check your ID and make sure nobody has you strapped into a hospital bed full-time. It should only take 10-15 minutes.
Now (Client Name), are you still working full-time, or are you retired or disabled?
And (Client Name), are you single, married, widowed, or divorced?
Okay (Client Name), so I’m dispatched out to you tomorrow, seeing about 15 other families. I have an opening at ____ or _____, do you have a preference?
Alright perfect, just write me in for _____.
Again, my name is ______, and I will see you tomorrow at _____.
MAIN OBJECTIONS:
“I sent that in months ago.” → Yep, we are crazy far behind. Thanks for being so patient. I’m actually the manager of the county and am in charge of making sure this gets out to you, and I’m going to be out there tomorrow. Are you still working? (Jump right back into the script)
“I didn’t send this in.” → Yeah (Client Name), this was the generic life insurance request you sent in sometime within the last few months. You put ____ as your birthday and _____ as your address. Anyway, I’m just the manager of the county in charge of getting this out to you (Jump right back into the script).
“Oh, I already did that.” → Okay (Client Name), perfect. That will make this way easier for me, so what I’ll do is put you down for tomorrow to review and make sure our guys got you set up correctly. It shouldn’t even take 5 minutes. Are you still working, or retired or disabled? (Jump right back into the script)
Hello (Prospect Name), my name is ________. I’m giving you a call back regarding the request you filled out, signed and sent in wanting information on the mortgage life and disability protection for you and your family. I’m the one they have assigned to get this information to you (Prospect Name), and I just need to verify the information you put down to make sure it’s all still accurate.
Ok, we have your age as: _______And we have your wife’s age here at______ is that correct?
And both of you put down that you are non-smokers is that right?
Any medical concerns like COPD, Diabetes, or anything like that?
Okay, now (Prospect Name), most families that fill out the request and get it back to the office - it’s either to make sure that when they die the mortgage is paid for so there is no financial hardship or loss of income. The second, is more for disability if they get sick, or hurt, the payments are made. For you and your spouse which is more important or were they kind of both important? (Wait for a response.)
Ok, perfect. (Prospect Name), I’ll put together the options and information for you. The way the plans work they are non-medical, no nurse that comes to take blood or have you pee in a cup. They just want me to verify that you are alive, you are both breathing, and you are who you say you are and get the information to you.
As far as our schedule (Prospect Name), we’ve been several weeks behind with so many requests coming in. I’m the one they’ve assigned to help you out, and I’m going to put some notes down here for you guys.
Your schedule (Prospect Name), are you working full-time? (Wait for a response.)
What time are you typically back in the door from work Monday thru Friday? (Wait for a response.)
What about your spouse? Do they work as well? (Wait for a response.)
Looking at my schedule I don’t have anything tomorrow at 5:30, but I do have something on Tuesday at 4:30 or 6:30 and I can go ahead and squeeze you in there. I’ll have about 15 appointments, so I won’t have a lot of time, but I will have about 5 or 10 minutes to get the information to you.
The only thing that I do ask because of my schedule and how behind we are is that you give me a window between ____ and _______ would that be okay? (Wait for response.)
Ok great. I have you guys down for tomorrow between ____ and _____. Can you do me a favor and grab a pen and paper? I want you to jot down a few things about our meeting.
First, jot down our appointment time for ____ @ ____ and next to that put my name and mortgage protection. And the last thing is if you can let your spouse know that I’ll be dropping by to get the information to you guys.
I just want to verify your address as ___________. Is that correct?
Ok perfect. Will my GPS have any problems finding your place?
So I can spot your house easily?
What color is your house?
Ok. (Prospect Name), the only thing that I do ask and expect because of the schedule and how behind we are is that you definitely make sure you and your spouse are there tomorrow between _____ and ____ is that fair enough? (Wait for a response.)
Ok, (Prospect Name), I look forward to meeting you guys and helping you and I’ll see you on _______.
Hello (Client Name), my name is _____. I’m giving you a call back regarding your mortgage loan. The reason I’m calling is because you had filled out a request in the mail to get some information on paying off your home in the event of a death or a disability. You put here that your birthday is _____, is that correct?
Great. Once again, my name is _____, and I’ve been assigned to get this information out to you. My job is to verify your health and see which programs you qualify for.
The purpose of my call is to see what times you are usually home, so I can find a day to put you into my schedule.
It looks like I’ll be right down the street on _____ (day), and I can put you down for ____(time) or _____ (time). Which one of those would work best for you?
Great. I look forward to seeing you on _______(day and time).
Do you have any big gates or big dogs in the front yard that I need to worry about?
Alright, great. Well, I look forward to meeting you on _______(day and time).
A fixed indexed annuity might be an appropriate product for people who are in the retirement red zone. That is 5 years before and 5 years after retirement.
With that said, we have done annuities with people outside of this zone. It’s very important to ask people about their financial assets when doing a needs analysis. If you find out they have money in a 401(k) or IRA, piles of cash in the freezer, etc. we can help them protect that from market losses. Once you close the sale, you can refer back to their financial assets. We typically will do annuities with people who have $50,000 and more.
Once you have done the T-up, I will call them and pre qualify them to see if an annuity is right for them. If we move forward with an appointment, I will let you know when that is and you can hop onto the call to be there with your client if you choose. After an appointment is booked I will send them an email with more information and videos.
FYI:
We don’t like to initially use the word, “Annuity” in a TUP if we don’t have to. We like to use the term vehicle instead of annuity. There are many different types of annuities, and sometimes people have false beliefs on how they work. If somebody has a 401(k) or an IRA, their money is directly invested in the market, and when the market goes up they take gains, but when down they take losses. With an annuity you have a contractual guarantee with the life insurance company that you will never take losses when the market is down, but only gains. The insurance carrier uses the S&P 500 as a guide for performance, but their money is not directly invested in the market. We can guarantee them lifetime income, even when they have used up their original principal. We can also add riders to annuities to help with long-term care coverage. The government tells us that 70% of us are going to need some form of long-term care and most of the people we meet have nothing in place. If they are not properly protected, all of the assets they have worked so hard for could be easily depleted because of long-term care costs. Medicare doesn’t cover long term care. If people are still working, we may not be able to move the funds with their current employer until they retire and in most cases if we are doing a rollover, they have to be over 59 ½. THIS IS A NON TAXABLE EVENT! Sometimes people have old retirement accounts that they can transfer into annuity if they are no longer working with the company.
Agent: You mentioned you have $100k in a 401k. Have you been concerned with the recent ups and downs in the market? Have you taken any losses?
Client: Oh, ya I’ve lost 10% this year. Typically they will go off on how mad they are and how much they lost.
Agent: I’m so sorry to hear that. Unfortunately, we are hearing this too often. One of the areas we specialize in, is protecting our clients assets from any chance of loss. Did you know there are vehicles that allow you to take gains when the market goes up, but never take any losses?
Client: No, I haven’t
Agent: You can have your principal and gains 100% protected and have GUARANTEED lifetime income like a pension.
Agent: Well, today I am helping you get the coverage you need to protect your family when you are no longer here, but with your permission, I would like to have our retirement specialist, Angelique Madsen, reach out to you to do some education on how you can protect your assets and stop the bleeding. She teaches people through videos and illustrations how to prepare for retirement. Our asset protection team has helped protect millions of dollars from loss and educating folks like you is very important to us. Could I have Angelique give you a call to set up a time to review some things with you?
I’m working with an advisor.
That’s great. Most people we work with are. We aren’t looking to replace any relationships. We educate and offer recommendations that can be taken to your advisor.
No, I’m good
May I have her send you an email with some information in case you change your mind and want to reach out to her in the future.
There are many different types of annuities, the ones that Kylee and Angelique specialize in, are fixed indexed annuities. They love the safety and protection fixed indexed annuities offer our prospects. They've helped protect millions of dollars from market losses using these vehicles. Helping clients with asset protection is something we feel takes a lot of time and training. There are products that aren’t as good as others, therefore it’s so important to know the different products that each carrier offers. They often have clients with multiple annuities from different carriers because of the clients needs. When they go into appointments, they spend an hour or more visiting with them and educating them on the history of an annuity, how they work, and the pros and cons, etc. They ask them a lot of detailed questions and have a confidential needs analysis they review with them. They do a COMRA report that helps them know what their risk sensitivities are and to see if their COMRA score matches their risk sensitivities. You also need to be informed on the ins and outs of Social Security and some basic understanding of Medicare. Below are some things to know and understand. Being able to read financial statements is a must.
You have to understand pensions and if their current pension is best or if you roll it over into a better product
How to do 1035 exchanges
Calling the companies
Doing illustrations
Different indexes
When to start income from the annuity.
Do they start now or 3 years from now
Growth annuity or income annuity best or even one of each
Clients ask about taxes
We would LOVE to help those of you who want to dive into these products!
Hello this is [Your Name] (National License #xxxx) at the Mortgage Protection office in [Client State].
I’ve attached the handwritten card you sent us a while back, our records show we were unable to reach you. You requested Mortgage Protection to ensure that upon death, disability, or chronic illness, your mortgage is paid off or paid down (depending on qualifications). This way the property stays with the family instead of going back to the bank.
Since COVID, they have state licensed underwriters meeting via phone or zoom.
It takes about 15 minutes to go over information with you.
We have openings Thursday and Friday at 9-10am, 11-12pm, 1-2pm, 5-6pm, or 7-8pm. Which time works best for you?
Hey [Client Name], this is [Your Name]. I'm the field underwriter assigned to get you this information regarding the mortgage protection plan and its benefits. We are doing everything virtually now so it only takes about 15 minutes to go over. What time are you available for me to give you a call?
Mortgage Protection Follow Up
Good afternoon [Client Name], this is [Your Name].
People typically mail in these requests because they are looking for information about life insurance that will allow their family to keep their home in the event of an unexpected death.
Is that what you were looking for or something different?
I have some availability later today or tomorrow. When would be a good time for me to give you a call to go through this information?
Hello [Client Name], this is [Your Name]. I noticed you haven't responded to any of my previous messages.
If you would like to schedule a time to get the information you requested, please respond back to this message with "YES".
If you no longer wish to protect your family with this coverage information, please respond with "STOP".
I'm no longer interested
I know this was originally important to you like it is for every family that requests this information. Are you no longer interested because you couldn’t find something that fits your budget or are you worried that your health will disqualify you?
If price is the reason...
I completely understand. My job is to find something that protects your family and fits within your budget. Would today or tomorrow work for a quick call?
If health is the reason...
I can definitely see your concern. However, since I work directly with the carriers, I am able to look through different options and find one that will approve you. Would you prefer me to give you a call later today or sometime tomorrow?
I took care of this already
Great! Glad to hear you already have this taken care of. That’s probably why they asked me to reach out to you. Would it be worth a short conversation if I could find you a plan with better benefits or more coverage at a lower price? I just want to make sure you are getting the best plan at the absolutely best price.
I already spoke with someone else and decided not to get coverage
I understand. That’s probably why your file came across my desk. I know this was originally important to you like it is for every family that requests this information. Are you no longer interested because you couldn’t find something that fits your budget or are you worried that your health will disqualify you? (See Price or Health Rebuttals)
I just want a quote
I completely understand and that’s probably why they had me reach out to you. After a quick conversation and a few questions, I will be able to give you an accurate quote. Would you prefer for me to call you today or tomorrow?
Objection: "I can't do today or tomorrow"
Okay. I have some availability on [another day and times], which one works best?
Final Expense - Initial 1
Hi (Client), this is (Agent), I'm the state licensed specialist that's assigned to get the information for the State's life and funeral insurance program out to you.
What time are you available for me to give you a quick call?
Here are my credentials: (Producer Link)
Final Expense - Initial 2
Hi (CLIENT), this is (AGENT), I'm the state licensed specialist that's assigned to get the information for the (STATE) State Regulated Life and Funeral Insurance program out to you.
You requested this to ensure that upon death, disability, or chronic illness, your funeral expenses are paid off and that your family is left with a tax-free lump sum of money.
Because of COVID, they have state licensed underwriters meeting via phone or zoom.
It takes about 15 minutes to go over information with you.
We have openings DAY at TIME, TIME, or TIME. Which time works best for you?
Final Expense - Email
Hi (CLIENT),
This is (AGENT), I'm the state licensed specialist that's assigned to get the information for the (STATE) State Regulated Life and Funeral Insurance program out to you. We've tried contacting you but have not been able to get in touch.
You requested this to ensure that upon death, disability, or chronic illness, your funeral expenses are paid off and that your family is left with a tax-free lump sum of money.
With the average funeral costing over $12,250, being a part of this program is a necessity to protect your family from financial burdens that incur with the loss of loved ones.
Since COVID, they have really simplified this process and now have the state licensed underwriters meeting via phone or zoom.
It only takes about 15 minutes to go over information with you.
We have openings DAY at TIME, TIME, or TIME. Which time works best for you?
Additionally, here is my calendar link for you to book an appointment.
I look forward to speaking with you.
All the best,
AGENT NAME
AGENT PHONE
State Licensed Representative #NPN NUMBER
mortgage protection | funeral expense | retirement planning
Mortgage Protection - Email
Hello this is [Your Name] (National License #xxxx) at the Mortgage Protection office in [Client State].
I’ve texted you the handwritten card you sent us a while back, however our records show we were unable to reach you.
You requested Mortgage Protection to ensure that upon death, disability, or chronic illness, your mortgage is paid off or paid down (depending on qualifications).
This way the property stays with the family instead of going back to the bank. Since COVID, they have really simplified this process and now have the state licensed underwriters meeting via phone or zoom. It takes about 15 minutes to go over information with you.
We have openings DAY and DAY at TIME, TIME, TIME, TIME, or TIME. Which time works best for you?
Additionally, here is my calendar link for you to book an appointment.
I look forward to speaking with you.
All the best,
AGENT NAME
AGENT PHONE
State Licensed Representative #NPN NUMBER
mortgage protection | funeral expense | retirement planning
Yes/Anytime/I'm available now
Call immediately
Set appointment
Set date, time
Appointment title: Name - State Regulated Life & Funeral Program
Yes (in response to “This is _____, right?)Perfect, just want to confirm I have the correct contact information. When do you have a few minutes for a brief phone call?
Or
Perfect, I need to get this information out to you and close out your file, are you available today or tomorrow for a brief phone call?
Or
Perfect, I’m assigned to get you the information and quote for the State’s Regulated Life & Funeral program, is text or call easier for you?
*Looking for a quote via text
Perfect, and just so you know, I'm an insurance broker through the state of______, so what I'm able to do is match a carrier (insurance company) to your needs and budget, as well as find a carrier that will approve you based on the standard medical questions. I work with about 20 different carriers so I have lots of options to look at, but first I just have to ask a few questions to make sure I know you as my client and your needs. Does that make sense?
Yes, I just wanted some thing to cover me for when I die and maybe some thing for my kids after my cremation is done
Excellent. You're wise for taking care of this, and I'm happy to help you find some coverage that fits within your budget. When do you have a few minutes for me to go over some options with you?
Who are you?/I didn't request this
Who is this?
This is Taylor Riley, state licensed life and funeral specialist. Just to confirm this is , your date of birth is , is that correct?
Or
Did my first message not come through? Like I said before, this is Taylor Riley, I'm the state licensed specialist that's assigned to get the information for the State's life and funeral insurance program out to you.
When are you available for a quick call?
Again, here are my credentials: (Producer Site)
Or
Did my first message not come through? Like I said before, this is (Agent), I'm the State Licensed Specialist that's assigned to get the information and quote for the State's Life and Funeral Insurance Program out to you.
Again, here are my credentials: https://taylor.verifiedproducer.com/
Is text or call easier for you?
Who are you with?
I’m with the (State) Benefits Center and work through the state when it comes to the life and funeral program. My producer license number is (Producer Number), and again, my name is (Agent). Do you have a few minutes for a brief call?
What policy are you talking about. I haven't spoke to anyone about a policy
Right, my job is to go over the state regulated options with you and let you know what you can qualify for with a life and funeral policy. It’s nothing you’ve applied for, but you can apply if you’re able to qualify. Does Monday at 3 pm work for a call?
I never inquired/requested anything
I know it’s been a long time, I’m trying to respond to these requests as quickly as I can. Looks like your date of birth on the request is . Is that correct?
Who are you and what do you want
I’m with the Benefits Center and work through the state when it comes to the life and funeral program. My producer license number is , and again, my name is (Agent). My job is to go over the state regulated options with you and let you know what you can qualify for with a life and funeral policy, when are you available?
Talk to me about what?
My job is to simply review the state regulated life and burial insurance program with you and help you see if you qualify, when is a good time to talk?
What’s this for?
I’m assigned to get the information for the state’s life and funeral program out to you, so I just need a few minutes of your time. Are mornings or evenings best for a quick call?
Or
This is about the State Regulated Life & Funeral Insurance Program, my job is just to get the information out to you and confirm that you qualify. Are mornings or evenings best for a quick call?
Nope/No thank you (In response to setting an appointment or this being their first policy, etc.)
No worries, in case the worst were to happen and you passed away, what do you have in place to take the financial burden off your beneficiaries?
Why would I care?
Oftentimes spouses and children are left with funeral costs that weren't properly planned for or anticipated. Funerals are $4,000-$10,000 depending on if you want to be buried or cremated. That can be a lot of money that families can't spend when that time comes. That's why I'm reaching out is to let you know how to help protect your family from that burden. Has anyone reviewed these programs with you before?
Wrong Number
My apologies, do you know how I can reach ______?
Or
Hello, ____, like I said my name is (Agent), and I'm with state's regulated life and funeral programs. My job is to review the program with you and help you see if you qualify, when is a good time to call you for a few minutes?
If they say they don’t know the person:
No problem, just so you know who I am, I’m an insurance broker through the state and have helped hundreds of people get life insurance and burial coverage to pay to families left behind. If you have a few minutes I’m willing to run some quotes for you, is text or call best?
I am covered by my tribe
Excellent, and how do they handle your funeral costs and leaving money behind for loved ones?
I already have whole life insurance. Is this something different.
It is a little bit different, although I work with most of the carriers who issue whole life in Idaho. Which company of ours did you end up going with?
I already have a life insurance policy.
We can do a quick review of your current policy and confirm that you're not being overcharged and that the policy is up to date. When do you have a few minutes for a brief phone call?
Or
You’re ahead of most people! As a policy coordinator, I’d be happy to do a quick review of your current policy and confirm that you're not being overcharged and that the policy is up to date. When do you have a few minutes for a brief phone call?
Perfect, I’m putting your quote together for you, I just have a few questions. Do you have any medical conditions?
---
Awesome, have you had any of the following conditions: heart attacks, strokes, TIA, cancer, stints, diabetes, neuropathy, HBP, Lupas, asthma/Copd, thyroid, anxiety-depression, kidney or liver disease?
---
Perfect, and are you a smoker or nonsmoker?
---
Oh excellent, and are you wanting to be buried or cremated?
---
Sounds good, and would you say your financial health is Strong, Average, or Working on it?
---
Perfect. Were you looking for coverage to cover funeral expenses, leave some money behind, or a combination of both?
---
Oh okay. And cremation funerals are anywhere from $2,000-$4,000. Do you have any idea of how much coverage you’re looking for?
---
Awesome. Do you have any medical conditions?
---
Got it. Any other medical conditions, or do you take medications for anything else?
---
And just to confirm, your birthdate is (Date), correct?
---
Perfect, and are you working, retired, disabled, or other?
---
(If Disabled) No problem, are they giving you about $914/month, or what’s your income look like? I want to make sure I find something within your budget
---
What’s an affordable amount for you that you can comfortably pay every month? Would something in between $25-$50/month work okay?
---
And how much coverage are you looking for?
---
Have you looked at other quotes before or is this your first time?
---
Got it, what’s a monthly payment you're looking for and can afford? I want to make sure I find an affordable plan for you as well.
---
Excellent, that helps a lot. And would you say your credit health is Strong, Average, or Working on It?
Based on the answers you provided, I believe I can get you qualified with some coverage that includes the following features:
100% Living Benefits - If you ever become critically, chronically or terminally ill, you will have access to up to 50% of the death benefit amount to help you out while you are alive.
Permanent Coverage - This will cover you for the rest of your life and won’t expire on you.
Level Death Benefit - The death benefit is guaranteed to remain level and will never increase/decrease.
Level Premiums - Premiums are guaranteed to remain level and will never increase/decrease.
Payout to Beneficiary - The death benefit will pass onto your beneficiary of choice.
Tax-free Payout - The death benefit is paid out tax-free.
Accidental Death Rider - If you die in an accident, the death benefit doubles.
Cash Value Savings - As you pay your premiums, the policy builds a cash value savings account at 4-8% interest over time, which is much higher than most traditional savings accounts through a bank. You can use that cash value for emergencies or anything you’d like.
Immediate Payout - And last but not least, the policy would be immediately effective if you’re approved for coverage, meaning that if you died yesterday, your beneficiary would receive that money today. There is no wait for them to receive the money.
Thank you for your patience. I had to do some shopping around. Here's what I found:
For you:
Carrier that will most likely approve you based on medical history: Prosperity Life Group
Gold Plan: $10,000 of death benefit - $40.60/month
Silver Plan: $7,000 of death benefit - $30.04/month
Bronze Plan: $5,000 of death benefit - $23.00/month
For your husband:
Carrier that will most likely approve your husband based on medical history: Aetna
Gold Plan: $10,000 of death benefit - $71.31/month
Silver Plan: $7,000 of death benefit - $50.97/month
Bronze Plan: $5,000 of death benefit - $37.41/month
Which plans would best fit your needs and budget?
That's the option most people go with as it covers the cost of the funeral and leaves some behind. The next step is seeing if you can qualify for that option. (Company) requires that I review the application and product details with you before they issue you the coverage, but thankfully it only takes a few minutes and we can complete the review over the phone. Are you available for a brief call?
Lapsing Policy - Insufficient Funds
Hello (Client), I hope you’ve been doing well! This is (Agent), your life insurance agent. I just wanted to let you know that I received a notice that your life insurance policy may lapse and not go into effect due to insufficient funds in your account. I just wanted to reach out to make sure you still wanted to protect your family with this coverage. If so, we can try again on the payment draft. Let me know either way and we’ll get it fixed!
Thank you!
(Agent Name)
NPN# (Number)
(Phone Number)
The purpose of dialing— is simply to book an appointment. Practice, drill and rehearse the rebuttals below until you can respond to all objections without thinking and with a smooth transition.
Now having these rebuttals down is important; however not as important as understanding why you are saying what you are saying and understanding who you are in this client/agent relationship.
The goal is not to build a friendship or cover information, but to posture and position yourself as the professional that has something that they want— protection and peace of mind for their family. You are doing them a favor.
You have to first get in the state of mind that they are the patient and you are the doctor. You are not trying to sell anything; you are simply there to help them with what THEY are asking for. You want to see the so-called “objections” they are giving you as asking for clarification. You are convinced they need it, (as who sends in a request for protection and doesn’t need it?), so when they ask something, they are simply seeking clarification on the process to get to their desired goal— protection for their family.
You are in control - they have filled out a request and raised their hand desiring and needing the service you are providing. As you will see in reading these rebuttals you are always answering a question with a question. Whoever asks the most questions wins, and because they are in need of your service, it only makes sense for you to stay in control and provide the structure of the conversation with questions.
You will notice that the Key question to ask is the closing question— “what time is better ______, or ______.” This is also a yes/yes question, which are the only questions you want to ask, outside rhetorical questions.
Cementing the Sale
Psychology:
It's very important when booking that you control the conversation. The goal is to only let the client speak after you ask them a question. When booking you will run into a lot of different personalities, to master booking you will have to adapt to each individual. When booking a time you always want to option close, giving clients two options to choose from. Study the script and understand it before you try to say it to clients. Remember that the best way to get good on the phones is to get on zoom and unmute.
Hey (John), hey (john) this is Bowen. I was just getting back to you in regards to a form you filled out about the state regulated life insurance programs, you put your date of birth down as (dob), is that correct. Awesome, and you put down the best delivery address for us as (address), is this address an apartment or a house? Perfect, now when you filled this request out were you looking to get coverage for just yourself or did you have a spouse in mind as well? ….
Okay, well since they really simplified this whole process through the state it only takes about 5-10 minutes for me to run over with you. I'll be out in your area tomorrow. Would mornings or evenings work best for me to drop this off to you? ……. Okay, I have a little bit of availability tomorrow (depending on their response) morning/afternoon but I would have to make it quick. I could squeeze you in at (give two options in the morning/afternoon) 9am or 11 am which time works best?....
Cementing:
Perfect, so i'll get you in my schedule at 9 am, do you have a pen a paper handy (if they respond “no”, can you grab one real quick I just want you to have my information written down), now write down my name (spell it out), then write down appt time for tomorrow at (time). Now I am extremely busy tomorrow delivering this information to over 50 families. So, I want to make sure if I do reserve this time for you at (time- 10am) it does work best?...... okay perfect, well (name) i will see you tomorrow at (time) have a good day.
Perfect - this word is used as a relating word. Whatever they say, it’s “perfect”. You are meeting them where they are and then through the rebuttal going to guide them back to booking the appointment.
Listen - this word is used to say, “lean in... what I am going to say is important and I am important, because you need protection for your family and I am trying to help you”.
I don’t have a lot of time
I can put you down between appointments
I will have 15 appointments tomorrow, so I only ask that....
I have to verify that you are alive and breathing
I know how important this is to you (All the key phrases are intended to evoke the thought process that you are busy, you are doing them a favor, everybody is getting this and it’s urgent)
Massive Activity— the more you get them, the better you will get
Make sure your mind is right. Remember you are the doctor they are the patient— read affirmations aloud, declaring you are the professional, etc.
Practice, drill, rehearse
Perfect, listen _______, I am leaving the office myself and don’t have time now. The purpose of the call was to set up a time to get back to you. What time are you typically back in the door from work? Ok I don’t have that time, but will put you down at _______. The only thing I ask due to the amount of appointments I have scheduled, is to give me a window between ______ and ______ , is that fair enough? Ok, perfect. I’ll be out there at that time to drop off the information you want and I look forward to meeting you and helping you then... have a great night.
Perfect, I'll go ahead and start getting this closed out, which one of our carriers did you end up going with?
Says Carrier
Got it, and how much coverage did they approve you for?
Says Amount
Oh wow, is there a reason why it's overpriced? Do you have anything going on medically?
Lead into Financial Inventory
Perfect, now _______ most families send back multiple request, to look at different options, compare and make sure they have the best plan for their family. Is it fair to assume you did the same thing? Ok, perfect. What I'll do is get the information and options out to you that you haven’t received, so you can do what you originally wanted and compare... Now we are running behind, so I won't have a lot of time. I’ll have about 5 minutes and can put you down between appointments either at ______, or _______ what time is better? Ok and because of our schedule, I'll have about 15 appointments that day, can you give me a window between ______ and ______? Perfect and _______the only thing I ask and expect because of our schedule is that you definitely make sure to be there... is that fair enough? Perfect, I look forward to meeting you and helping you.
Great question. Now ______ these plans are non medical, which means you don’t have to give your blood, or pee in a cup. They just want me to verify you are alive and breathing and get the information out to you. Now we are running behind, so I won't have a lot of time, but can get you in either at ______, or _______. What time is better?
Perfect, I definitely understand being busy _____ the next couple of weeks they have me managing several different counties as were behind. Listen I know how important this is to YOU and YOUR family, so i'll put down some notes to best accommodate. What time are you typically in the door from work? And your spouse? Ok what i'll do is this, my schedule is booked, and it’s only for two days I’m out there in that area, so I can't promise anything. But I know how important this is to you, so i'll go ahead and see if I can reschedule my ______ with an earlier time and get you in then. If I can’t do that I will let you know and the only thing I ask as I’m trying to get you in, is to give me a window between _______ and ______, is that ok?
Yes most families do as its typical to fill out a couple of request to shop and compare and make sure you got the best plan for your family. Now listen ______ , I am able to shop around for you, as we use over 10 carriers to best help each client. I'll have about 15 appointments tomorrow, but I can fit you in between appointments to get the information dropped off to you either at ______, or _______. What time is better?
I understand. To refresh your memory you put down your DOB is _______ and your address is _______ and your loan amount is _______, is that correct? Perfect, most families that send back the request like you did, want to ensure when they die that there is no financial hardship and they don’t struggle with the house, does that sound like something that would have been important to you as well? Perfect, my job is to get that information out to you that you originally requested as it shows you haven’t received it. I will have 5 minutes to get this out to you between appointments at either _____, or _______. Which time is better?
Ok, and I know this was originally important to you like it is every family that sends back the request. Are you no longer interested because you don’t believe you can afford it, or you don’t think you will qualify?
Ok, well what I will do is look at the carriers and options that will fit your budget. Now listen, we are behind, so I won't have a lot of time, but I can fit you in between appointments at either _____ , or _____ to drop this off for you. What time is better?
Ok, so what I will do is look at the options you can qualify for. Now I know this is important to you, but I won’t have a lot of time as we are running behind. I can put you down between appointments at either ______, or ______. What time is better?
Ok I am not interested either. Listen, I'm not a salesperson. My job is to get the information out to you to release us of liability, what you do with that is up to you. Now, I won’t have a lot of time as we are running behind but I can stop by between appointments to have you sign off that you are not interested either at ________, or ______. What time is better?
Perfect, I will update our system that we have already helped you. Now it shows that you haven’t got your courtesy annual review completed. What I can do is review the benefits of the policy we helped you with and see if there is any cost of insurance changes to see if we can get your premium lowered. I won’t have a lot of time, but can do a quick review between appointments at either _____, or _____. What time is better?