Medicare
Recording ends and the shopper yells "What this is about?!" (pipeline)
"I am calling to provide you with benefit review to go over the 2024 savings and benefits you might be missing out on. Are you still enrolled in Medicare parts A and B?"
Respond to: I was calling about getting free money.
That is a marketing error and will make sure to report it. While I have you on the line we provide free quotes on (whichever LOI you are on) to help you save money for the coverage you need. When was the last time you checked for rates on (which ever LOI you are on)?"
What is an open ended question?
An open ended question is a question that can not be answered with a simple yes or no.
True or False: If someone comes on the line cussing you out and threatening you and ends up disconnecting, this should be dispositioned as DNC.
TRUE FACTS!!!!
If a shopper says call me back later, but after your attempt to find what it is they were looking for they say they have no interest in it. What is the disposition?
A statement made that overcomes a shopper's objections in attempt to get them transferred.
When is it the best time to flip to Medicare? and what would you say to do that?
When a shopper is 65+ or mentions they have Medicare. Verbiage: "I understand, well before you go, we assist in providing a free benefit review for those enrolled into Medicare to ensure you are not missing out on any benefits or savings. Are you enrolled into Medicare A and B?"
I don't have a car!
Go for a flip! "I understand, well before you go, we provide free quotes on life, health, and home. When was the last time you checked for rates to stack or start policies for life insurance?"
When are open ended questions best used? Provide examples. (Hint: 3 answers)
Introduction.
After a rebuttal
After Flip.
How long does it take to remove someone off the list? Use it in a "call".
It takes up to 30 days. Response: "I can do that for you! It will take up to 30 days to get you completely removed and I can only do that for our company. (attempt to flip if you have not already)"
What key phrases should you hear to indicate to disposition as "DNC"? (at least 3)
Take me off your calling list.
STOP CALLING ME!
Put me on your DNC list
Any type of vulgar language being said in a hateful way.
ROLE PLAY! Your team gets points if the person who chose this block successfully transfers SUP or PC by using open ended questions, rebuttals (if needed), flips (if needed) and builds rapport.
Role Play!
Finish the conversation:
Shopper: I did not make that request.
Guide: I understand, just to confirm is this...?
Shopper: Yes that is me.
Guide: "I understand, normally your information comes to us through an AD or survey you interacted with....
"What prompted you to submit your information online?"
Objection: I am not interested anymore, just put you me on your DNC list.
What is the difference between open and closed questions? Why are open ended questions so important?
Closed ended questions only lead the shopper to say "Yes" or "No". Open ended questions provide an opportunity for the shopper to expand on their thoughts and give you a more detailed answer. Open ended questions are important because with a more detailed response, you can build a stronger rebuttal statement.
Objection: Shopper states "I just did this with someone?" What do you do and/or how would you respond?
Ask "Which company did you speak to in regards to this?" while they respond check Journey Insights and see if we recently spoke with them. If we did not, "I see that our company has not spoken with you yet, I would love to connect you with a licensed specialists to get you a second opinion to make sure there isn't anything you are missing out on. I have your name as ... is that correct?"
(Health) What do you do and say if a shopper states "I am looking for X benefit and I am only enrolled into Medicaid."
Ask about their interest in Vision/Dental and then attempt to flip their interested to health coverage! Verbiage: "You would need to be enrolled in both parts A and B of Medicare in order to see if you are eligible for that benefit. However, we can provide you with a free quote to make sure you are getting the best rate for dental/vision, or your current health plan. Which one would you be interested in hearing more about?"
Where in the call should you ask about a shopper's specific interest? What question would you use to ask for that? (Normal Medicare)
After the introduction statement.
Verbiage: "...was there something specific you were interested in or were you just seeing what you might be eligible for?"
Objection: You have the wrong number.
Rebuttal: "I apologize about that and I will make sure to get you taken care of. However, while I have you on the line, we assist with providing free quotes to life, health, dental, vision, and auto insurance. When was the last time you checked for a lower rate on your auto policy?"
After a rebuttal statement, what should come after it?
Verifying information or an open ended question
Objection: "I already have a plan in place."
Verbiage: "I understand, there is no obligation to change your plan. You may be missing out on additional benefits you qualify for at no additional cost. My colleague can take a quick look to make sure you are getting all that you are entitled to. Are you enrolled into parts A and B of Medicare?"
ROLE PLAY! Your team gets points if the person who chose this block successfully transfers SUP or PC by using open ended questions, rebuttals (if needed), flips (if needed) and builds rapport.
Role play!
True or False? "Would you be interested in looking into that today? It is always good to make sure you are not missing out on anything!" is an open ended question.
Why?
FALSE! Because the shopper can easily say yes or no.
ROLE PLAY!! Your team will get the points if the person who chose this block can successfully transfer the SUP or PC by using open ended questions, rebuttals (If needed), flips (if needed) and builds rapport.
Did you get the transfer?! What (if anything) could you have said differently?
If a shopper disconnects in the middle of the transfer, what should the disposition be?
Call Shopper back immediately.