vs. SWITCHING
π CLIENT SHARES:
"I β₯ my insurance company!" / "I β₯ my plan!"
*Early in the Call. Client's Carrier Unknown*
π§ AGENT NEEDS TO:
π [Value Prop]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [VP] Accurate
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
π CLIENT SHARES:
"My sister in Florida got dental implants for free from her plan. That is exactly what I need, too!"
*Early in the Call. Client's Plan Options Unknown. Sister's Plan Info. Unknown.*
π§ AGENT NEEDS TO:
π [Determine Want vs Need]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [Determine Want vs Need]
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS ARE AWARDED IF THE AGENT CORRECTLY ANSWERS THE FOLLOWING:
β
How do I know which carriers cover implants and which do not?
β
What if their current coverage already has implants?
π CLIENT SHARES:
"I β₯ my Doctors!" / "I β₯ my Hospital Group!"
*Drs & Group Unknown*
π§ AGENT NEEDS TO:
π [Acknowledge]
π [Ask a Quality Question]
QUESTION:
π Where to go to verify each doctor/hospital group accepts the plan?
π§ AGENT'S RESPONSE: "_________________"
ANSWER:
β Carrier Doctor Finders
POINTS AWARDED IF:
β [Acknowledge] Confirming Language
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS ARE AWARDED IF THE AGENT CAN:
β
GIVES AN EXAMPLE OF HOW TO BE PROACTIVE WITH THE NEXT CLIENT.
π CLIENT SHARES:
"I just saw a commercial that says I can get more benefits."
*Early in the Call. No Client Info Provided. Available Plan Benefits Unknown*
π§ AGENT NEEDS TO:
π [Offer Assistance]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [Assistance] w/ CONFIDENCE
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS ARE AWARDED IF THE AGENT DID THE FOLLOWING:
β
The agent used closing language in their response before this answer was revealed. (Assumed the Sale.)
π CLIENT SHARES:
"I am just doing my yearly due diligence to make sure I have the right plan! I like to start looking early."
*Early in the Call. No Client Info Provided. Available Plan Benefits Unknown*
π§ AGENT NEEDS TO:
π [Value Prop]
π [Create Urgency]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [VP] Carrier / Agent
β [URGENCY]
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS ARE AWARDED IF THE AGENT USED AT LEAST 1 'EXPERT STATEMENT' and βCLOSING LANGUAGEβ (Examples Shown Below):
I AM YOUR EXPERT
β
Based on your needs, this is the right plan for you.
β
I'd professionally recommend this plan.
β
Set up to serve you for years/months to come.
CLOSING LANGUAGE
β
You can take this off your list today.
β
Shopping with me will save you time & money.
βΈοΈ CLIENT ASKS:
"I have UHC Dual Complete. Do you still think you can beat my plan?"
*Medicaid Level Unknown. Other D-SNP Plan Availability Unknown.*
π§ AGENT NEEDS TO ANSWER THE QUESTION:
π [Value Prop]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [VP] Offers Reassurance/Familiarity (Ie. I Represent UHC..."
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
βΈοΈ CLIENT ASKS:
"I want to know how I can get that $3000 in food assistance every month?"
*Early in the Call. Client information Unknown. Plan Options Unknown*
π§ AGENT NEEDS TO ANSWER THE QUESTION:
π [Determine Want vs Need]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [Determine Want or Need]
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS ARE AWARDED IF THE AGENT DID THE FOLLOWING:
β
TBD
βΈοΈ CLIENT ASKS:
"How come I have to go through this every year?"
*Early in the Call. Client information Unknown. Plan Options Unknown*
π§ AGENT NEEDS TO ANSWER THE QUESTION:
π [Acknowledge]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [Acknowledge] Confirming Language
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS ARE AWARDED IF THE AGENT CAN:
β
GIVES AN EXAMPLE OF HOW TO BE PROACTIVE WITH THE NEXT CLIENT.
βΈοΈ CLIENT ASKS:
"I don't have time for this. How long is this going to take?"
*Early in the Call. Client information Unknown. Plan Options Unknown*
π§ AGENT NEEDS TO ANSWER THE QUESTION:
π [Offer Assistance]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [Assistance] w/ CONFIDENCE
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS ARE AWARDED IF THE AGENT DID THE FOLLOWING:
β
TBD
βΈοΈ CLIENT ASKS:
"Can you just call me back in December?"
*Early in the Call. Client information Unknown. Plan Options Unknown*
π§ AGENT NEEDS TO ANSWER THE QUESTION:
π [Value Prop]
π [Create Urgency]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [VP] Carrier / Agent
β [URGENCY]
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
π¬ CLIENT COMPLAINS:
"It's all just a racket, so I don't pay attention to what coverage I got."
*Client is Disinterested. You know he needs additional benefits. You know you can improve his benefits.*
π§ AGENT NEEDS TO:
π [Value Prop]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [VP] Offers Reassurance/Client Loyalty/Most Trusted Carriers
β [QQ] Leads to a NEED (i.e., Likely do not use their plan frequently. Possibly interested in alt./holistic medicine.)
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS ARE AWARDED IF THE AGENT CORRECTLY ANSWERS THE FOLLOWING:
β
What is the most likely reason the client is complaining? (The client feels ...)
β
How can you uncover the truth?
π¬ CLIENT COMPLAINS:
"Everything should be free. Uncle Sam already got money from me all of my life. I'm not paying another penny, ever."
*Client is hesitant. You know he needs additional benefits. You know you can improve his benefits.*
π§ AGENT NEEDS TO:
π [Determine Want vs Need]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [Determine Want or Need]
β [QQ] Leads to a NEED
AVOID: FREE!
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS AWARDED IF:
β
Agent can share the EXACT document name, including (v#), where the list of prohibited words can be found.
π¬ CLIENT COMPLAINS:
"Last time I talked with an agent like you, everything got all messed up."
**Client is sounding anxious. You know he needs additional benefits. You know you can improve his benefits.*
π§ AGENT NEEDS TO:
π [Acknowledge]
π [Ask a Quality Question]
POINTS AWARDED IF:
β [Acknowledge] Confirming Language
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS ARE AWARDED IF THE AGENT CAN:
β
GIVES AN EXAMPLE OF HOW TO BE PROACTIVE WITH THE NEXT CLIENT.
π¬ CLIENT COMPLAINS:
"I need to think about this. My phone is always ringing and someone is always trying to help me for 'nothing' and I think it is hard to believe nothing is in it for you."
*Client is skeptical. You know he needs additional benefits. You know you can improve his benefits.*
π§ AGENT NEEDS TO:
π [Offer Assistance]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [Assistance] w/ CONFIDENCE
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS ARE AWARDED IF THE AGENT DID THE FOLLOWING:
β
TBD
π¬ CLIENT COMPLAINS:
"This is all so confusing! I really don't want to make changes and mess up my coverage."
*Client is afraid of change. You know carriers are offering NEW benefits in the new year.*
π§ AGENT NEEDS TO:
π [Value Prop]
π [Create Urgency]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [VP] Carrier / Agent
β [URGENCY]
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
β CLIENT OBJECTS:
"My niece comes over to help me with my meds and I know she doesn't like that company."
*Pitching Humana. Active Listening.*
π§ AGENT NEEDS TO OVERCOME THE OBJECTION:
π [Value Prop]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [VP] Accurate
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS ARE AWARDED IF THE AGENT DID THE FOLLOWING:
β
Uncover the Why? When? Significance.
β
Clued in on niece helping, verified NO POA.
β CLIENT OBJECTS:
"The last time I switched to get more benefits, they stopped delivering my oxygen. And I won't risk that again."
*Near the end of the call. The client is afraid based on her prior experience"
π§ AGENT NEEDS TO OVERCOME THE OBJECTION:
π [Determine Want vs Need]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [Determine Want or Need]
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS AWARDED IF AGENT CAN ANSWER THE FOLLOWING:
β
What benefit is this found under the SOB?
β
Is prior authorization typically needed?
β
How do you find out the company they use for the device and determine if the carrier accepts that company?
β CLIENT OBJECTS:
"I just wanted to add the extra benefits, not change plans. I want to keep everything I have the same, let's just be done with this."
*Near the end of the call. The client is afraid she will mess something up*
π§ AGENT NEEDS TO OVERCOME THE OBJECTION:
π [Acknowledge]
π [Ask a Quality Question]
POINTS AWARDED IF:
β [Acknowledge] Confirming Language
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS ARE AWARDED IF THE AGENT CAN:
β
GIVES AN EXAMPLE OF HOW TO BE PROACTIVE WITH THE NEXT CLIENT.
β CLIENT OBJECTS:
"All those commercials said not to share my personal information. I don't feel comfortable with giving that out over the phone."
*After asking the client for their MBI. The client objects to sharing their info.*
π§ AGENT NEEDS TO OVERCOME THE OBJECTION:
π Explain how we determine what the client is eligible to receive.
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [Explain] Gain the client's CONFIDENCE
β [Avoid]TBD
β [QQ] Overcomes the Objection
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS AWARDED IF:
β
Agent can share the EXACT document name, including (v#), where compliant language can be found.
β CLIENT OBJECTS:
"Last year, an agent convinced me to switch for that SSBCI (?) benefit, and I never got to use it."
*Based on what you know at this point. The client should qualify for this benefit. The reason for this is unknown.*
π§ AGENT NEEDS TO OVERCOME THE OBJECTION:
π [Value Prop]
π [Create Urgency]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [VP] Carrier / Agent
β [URGENCY]
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS AWARDED IF AGENT TOUCHED ON THESE PIECES:
β
Medically related and non-medically related help.
β
Explain what it is. Read EOC or SOB verbatim.
β
Bathroom safety, utilities, non-emergency transportation, home health, etc.
π§ PLOT TWIST:
"I won't change my plan, especially for that company. My brother always had to fight them to get the basic care he needed. It was AWFUL."
*You are already pitching a plan when the client adamantly opposes going to that carrier."
π§ AGENT NEEDS TO:
π [Value Prop]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [VP] Carrier / Agent
β [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*
NEXT: The agent should determine if they should
A) continue with the current pitch or
B) pivot to another carrier
Both have potential risks and rewards.
DOUBLE POINTS AWARDED IF:
β
The agent's explanation was convincing.
π§ PLOT TWIST:
"I have to go to my dialysis appointment."
*You are prepping for enrollment when the client mentions dialysis for the first time."
π§ AGENT NEEDS TO:
π [Differentiate Want vs Need] Pivot.
π [Ask a Quality Question] Answer should help with pivot.
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [Differentiate] Agent is able to PIVOT from the WANT to the NEED
β [QQ] The ANSWER should be helpful in Overcoming Objections/painting a picture.
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS AWARDED IF:
β
Agent can give additional context.
(Prior-Auth from current clinician, submitted to insurance, most commonly)
π§ PLOT TWIST:
"My phone battery is dying, and I am running out of minutes."
*As you are prepping for the client for enrollment."
π§ AGENT NEEDS TO:
π [Acknowledge]
π [Ask a Quality Question]
POINTS AWARDED IF:
β [Acknowledge] Confirming Language
β [QQ] Leads to a SOLUTION
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS ARE AWARDED IF THE AGENT CAN:
β
GIVES AN EXAMPLE OF HOW TO BE PROACTIVE WITH THE NEXT CLIENT.
π§ PLOT TWIST:
"Everything you offered sounds great, but I really want to talk it over with my spouse before I make any changes."
*During the enrollment wrap-up, The client begins sounding anxious. You know he needs additional benefits. You know you can improve his benefits.*
π§ AGENT NEEDS TO:
π [Overcome the Objection]
π [Create Urgency]
π [Ask a Quality Question]
π§ AGENT'S RESPONSE: "_________________"
POINTS AWARDED IF:
β [Overcome the Objection]
β [Create Urgency]
β [QQ] Leads to closing
*Both Must be Relevant & Both Must be Compliant*
DOUBLE POINTS ARE AWARDED IF THE AGENT DID THE FOLLOWING:
β
Verify they are not POA.
β
Ask if they are available to speak now.
β
Provide contact info, number/email.
β
Set an appt to speak further.