DECILE '24 | Part 2 - Strategic Questions (SEP FOCUS) Jeopardy Template

CURRENT PLAN
vs. SWITCHING

WANTS
vs. NEEDS

PROACTIVE
vs. REACTIVE

BUYER
vs. SHOPPER

SEP SEASON
VS. AEP / OEP

100

_😀_{CLIENT SHARES:}
"I ♥ my insurance company!" / "I ♥ my plan!"
^{*Early in the Call. Client's Carrier Unknown*}

_🎧_{AGENT NEEDS TO:}
𐄂 [Value Prop]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [VP] Accurate
☑ ["SQ"] Leads to a NEED
^{*Both Must be Relevant & Both Must be Compliant*}

100

_😀_{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}^{^.*}

_🎧_{AGENT NEEDS TO:}
𐄂 [Determine Want vs Need]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [Determine Want vs Need]
☑ ["SQ"] Leads to a NEED
^{*Both Must be Relevant & Both Must be Compliant*}

_{DOUBLE POINTS ARE AWARDED IF THE AGENT CORRECTLY ANSWERS THE FOLLOWING:}
✅ How do I know which carriers cover implants and which do not?
✅ What if their current coverage already has implants?

100

_😀_{CLIENT SHARES:}
"I ♥ my Doctors!" / "I ♥ my Hospital Group!"
^{*Drs & Group Unknown*}

_🎧_{AGENT NEEDS TO:}
𐄂 [Acknowledge]
𐄂 [Ask a Strategic Question "SQ"]

_QUESTION:
𐄂 Where to go to verify each doctor/hospital group accepts the plan?

^🎧^{AGENT'S RESPONSE:}"_________________"

_ANSWER:
☑ Carrier Doctor Finders

_{POINTS AWARDED IF:}
☑ [Acknowledge] Confirming Language
☑ ["SQ"] Leads to a NEED
^{*Both Must be Relevant & Both Must be Compliant*}

_{DOUBLE POINTS ARE AWARDED IF THE AGENT CAN:}
✅ GIVES AN EXAMPLE OF HOW TO BE PROACTIVE WITH THE NEXT CLIENT.

100

_{😀 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*}

_{🎧 AGENT NEEDS TO:}
𐄂 [Offer Assistance]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [Assistance] w/ CONFIDENCE
☑ ["SQ"] Leads to a NEED
^{*Both Must be Relevant & Both Must be Compliant*}

_{DOUBLE POINTS ARE AWARDED IF THE AGENT DID THE FOLLOWING:}
✅ The agent used closing language in their response before this answer was revealed. (Assumed the Sale.)

100

_😀_{CLIENT SHARES:}
"I walk at the mall with my neighbor, and she said Humana is the best coverage out there!"
^{*Early in the Call. No Client Info Provided. Available Plan Benefits Unknown*}

_🎧_{AGENT NEEDS TO:}
𐄂 [Value Prop]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [VP] Carrier / Company / Agent
☑ ["SQ"] Leads to an OPPORTUNITY
^{*Must be Relevant & Must be Compliant*}

200

_⏸️_{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.*}

_🎧_{AGENT NEEDS TO ANSWER THE QUESTION:}
𐄂 [Value Prop]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [VP] Offers Reassurance/Familiarity (Ie. I Represent UHC..."
☑ ["SQ"] Leads to a NEED
^{*Both Must be Relevant & Both Must be Compliant*}

200

_⏸️_{CLIENT ASKS:}
"I want to know how I can get that $3000 for groceries every month?"
^{*Early in the Call. Client information Unknown. Plan Options Unknown*}

_🎧_{AGENT NEEDS TO ANSWER THE QUESTION:}
𐄂 [Determine Want vs Need]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [Determine Want or Need]
☑ ["SQ"] Leads to a NEED
^{*Both Must be Relevant & Both Must be Compliant*}

200

_⏸️_{CLIENT ASKS:}
"How come I have to go through this every year?"
^{*Early in the Call. Client information Unknown. Plan Options Unknown*}

_🎧_{AGENT NEEDS TO ANSWER THE QUESTION:}
𐄂 [Acknowledge]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [Acknowledge] Confirming Language
☑ ["SQ"] Leads to a NEED
^{*Both Must be Relevant & Both Must be Compliant*}

_{DOUBLE POINTS ARE AWARDED IF THE AGENT CAN:}
✅ GIVES AN EXAMPLE OF HOW TO BE PROACTIVE WITH THE NEXT CLIENT.

200

_⏸️_{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*}

_🎧_{AGENT NEEDS TO ANSWER THE QUESTION:}
𐄂 [Offer Assistance]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [Assistance] w/ CONFIDENCE
☑ ["SQ"] Leads to a NEED
^{*Both Must be Relevant & Both Must be Compliant*}

200

_⏸️_{CLIENT ASKS:}
"Why would I switch? It's not even the right time of year for switching plans."
^{*Early in the Call. Client information Unknown. Plan Options Unknown*}

_🎧_{AGENT NEEDS TO ANSWER THE QUESTION:}
𐄂 [Value Prop]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [VP] Carrier / Company / Agent
☑ ["SQ"] Leads to an OPPORTUNITY
^{*Must be Relevant & Must be Compliant*}

300

_💬_{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.*}

_🎧_{AGENT NEEDS TO:}
𐄂 [Value Prop]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [VP] Offers Reassurance/Client Loyalty/Most Trusted Carriers
☑ ["SQ"] 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:}✅ What is the most likely reason the client is complaining? (The client feels ...)
✅ How can you uncover the truth?

300

_💬_{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.*}

_🎧_{AGENT NEEDS TO:}
𐄂 [Determine Want vs Need]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [Determine Want or Need]
☑ ["SQ"] Leads to a NEED
AVOID: FREE!
^{*Both Must be Relevant & Both Must be Compliant*}

_{DOUBLE POINTS AWARDED IF:}
✅ Agent can share the EXACT document name, including (v#), where the list of prohibited words can be found.

300

_💬_{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.*}

_🎧_{AGENT NEEDS TO:}
𐄂 [Acknowledge]
𐄂 [Ask a Strategic Question "SQ"]

_{POINTS AWARDED IF:}
☑ [Acknowledge] Confirming Language
☑ ["SQ"] Leads to a NEED
^{*Both Must be Relevant & Both Must be Compliant*}

_{DOUBLE POINTS ARE AWARDED IF THE AGENT CAN:}
✅ GIVES AN EXAMPLE OF HOW TO BE PROACTIVE WITH THE NEXT CLIENT.

300

_💬_{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.*}

_🎧_{AGENT NEEDS TO:}
𐄂 [Offer Assistance]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [Assistance] w/ CONFIDENCE
☑ ["SQ"] Leads to a NEED
^{*Both Must be Relevant & Both Must be Compliant*}

300

_💬_{CLIENT COMPLAINS:}
"I already shopped my plan in the fall! You didn't have a better plan then, and I don't want to waste my time again."
^{*The client does not see you as an expert or think you can help them. You know carriers are offering improved benefits in the area.*}

_🎧_{AGENT NEEDS TO:}
𐄂 [Value Prop]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [VP] Carrier / Company / Agent
☑ ["SQ"] Leads to an OPPORTUNITY
^{*Must be Relevant & Must be Compliant*}

^{^{DOUBLE POINTS ARE AWARDED IF THE AGENT USED AT LEAST 1 'EXPERT STATEMENT' and ‘CLOSING LANGUAGE’ (Examples Shown Below):}
_{I AM YOUR EXPERT}
✅ Based on your needs, we will find the right plan for you.
✅ I'd professionally recommend this plan.
✅ Set up to serve you for years/months to come.
_{CLOSING LANGUAGE}
✅ You can take this off your list today.
✅ Shopping with me will save you time & money.}

400

_❌_{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.*}

_🎧_{AGENT NEEDS TO OVERCOME THE OBJECTION:}
𐄂 [Value Prop]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [VP] Accurate
☑ ["SQ"] Leads to a NEED
^{*Both Must be Relevant & Both Must be Compliant*}

_{DOUBLE POINTS ARE AWARDED IF THE AGENT DID THE FOLLOWING:}✅ Uncover the Why? When? Significance.
✅ Clued in on niece helping, verified NO POA.

400

_❌_{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"}

_🎧_{AGENT NEEDS TO OVERCOME THE OBJECTION:}
𐄂 [Determine Want vs Need]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [Determine Want or Need]
☑ ["SQ"] Leads to a NEED
^{*Both Must be Relevant & Both Must be Compliant*}

_{DOUBLE POINTS AWARDED IF AGENT CAN ANSWER THE FOLLOWING:}
✅ What benefit is this found under the SOB?
✅ Is prior authorization typically needed?
✅ How do you find out the company they use for the device and determine if the carrier accepts that company?

400

_❌_{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*}

_🎧_{AGENT NEEDS TO OVERCOME THE OBJECTION:}
𐄂 [Acknowledge]
𐄂 [Ask a Strategic Question "SQ"]

_{POINTS AWARDED IF:}
☑ [Acknowledge] Confirming Language
☑ ["SQ"] Leads to a NEED
^{*Both Must be Relevant & Both Must be Compliant*}

_{DOUBLE POINTS ARE AWARDED IF THE AGENT CAN:}
✅ GIVES AN EXAMPLE OF HOW TO BE PROACTIVE WITH THE NEXT CLIENT.

400

_❌_{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 MBI TWICE; you already said, "Okay, I understand. Let's continue to find a comprehensive plan that meets your needs."}^*

_🎧_{AGENT NEEDS TO OVERCOME THE OBJECTION:}
𐄂 Explain how we determine what the client is eligible to receive.
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [Explain] Gain the client's CONFIDENCE
☑ [Avoid] TBD
☑ ["SQ"] Overcomes the Objection
^{*Both Must be Relevant & Both Must be Compliant*}

_{DOUBLE POINTS AWARDED IF:}✅ Agent can share the EXACT document name, including (v#), where compliant language can be found.

400

_❌_{CLIENT OBJECTS:}
"I'm not doing all of this again. I already talked to an agent, who told me I can't switch plans right now; it has been too long since I moved."
^{*The client said early on, 'I moved recently,' so you planned to use 'SEP: MOVE' but forgot to verify WHEN the client moved.}^*

_🎧_{AGENT NEEDS TO OVERCOME THE OBJECTION:}
𐄂 [Value Prop]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [VP] Carrier / Company / Agent
☑ ["SQ"] Leads to an OPPORTUNITY
^{*Must be Relevant & Must be Compliant*}

DOUBLE POINTS AWARDED IF:

✅ Agent can share EXACTLY how many SPECIAL ENROLLMENT PERIODS can be found on the MAPD Plans, page of SR CINDI.

500

_{🧠 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."}

_🎧_{AGENT NEEDS TO:}
𐄂 [Value Prop]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [VP] Carrier / Agent
☑ ["SQ"] 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:}✅ The agent's explanation was convincing.

500

_{🧠 PLOT TWIST}_:
"I have to go. If I don't leave now I will miss the bus and rescheduling at the VA is a PAIN!"
^{*You are prepping for enrollment into an MAPD plan when the client is suddenly needing to rush out the door. This is also the first time you hear the client needs transportation and the first time they mention the VA."}

_🎧_{AGENT NEEDS TO:}
𐄂 [Differentiate Want vs Need] Pivot.
𐄂 [Ask a Strategic Question "SQ"] Answer should help with pivot.

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [Differentiate] Agent can PIVOT from the WANT to the NEED
☑ ["SQ"] The ANSWER should help overcome Objections/paint a picture.
^{*Both Must be Relevant & Both Must be Compliant*}

_{DOUBLE POINTS AWARDED IF:}
✅ Agent can give additional context.

(Ie. MA-Only vs MAPD plans and clients who use the VA. Using Advantage Plans and transportation to the VA.)

500

_{🧠 PLOT TWIST}_:
"My phone battery is dying, and I am running out of minutes."
^{*As you are prepping for the client for enrollment."}

_🎧_{AGENT NEEDS TO:}
𐄂 [Acknowledge]
𐄂 [Ask a Strategic Question "SQ"]

_{POINTS AWARDED IF:}
☑ [Acknowledge] Confirming Language
☑ ["SQ"] Leads to a SOLUTION
^{*Both Must be Relevant & Both Must be Compliant*}

^{DOUBLE POINTS ARE AWARDED IF THE AGENT CAN:}✅ GIVES AN EXAMPLE OF HOW TO BE PROACTIVE WITH THE NEXT CLIENT.

500

_{🧠 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.*}

_🎧_{AGENT NEEDS TO:}
𐄂 [Overcome the Objection]
𐄂 [Create Urgency]
𐄂 [Ask a Strategic Question "SQ"]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [Overcome the Objection]
☑ [Create Urgency]
☑ ["SQ"] Leads to closing
^{*Both Must be Relevant & Both Must be Compliant*}

_{DOUBLE POINTS ARE AWARDED IF THE AGENT DID THE FOLLOWING:}
✅ Verify they are not POA.
✅ Ask if they are available to speak now.
✅ Provide contact info, number/email.
✅ Set an appt to speak further.

500

_{🧠 PLOT TWIST}_:
"I have surgery scheduled for the 5th of next month, it has taken a lot of work to get it approved. This won't mess that up, will it?"
^{*During the enrollment wrap-up, you hear the first mention of surgery. You know this plan is an improvement, but should you continue enrollment?*}

_🎧_{AGENT NEEDS TO:}
𐄂 [Ask Clarifying Questions]
𐄂 [Answer the Client's Question]
𐄂 [Set Expectations for Next Steps]

^🎧^{AGENT'S RESPONSE:}"_________________"

_{POINTS AWARDED IF:}
☑ [?'s Help Guide the Agent to an Answer]
☑ [Answer is Correct]
☑ [Expectations are Clear. Next Step is Accurate]
^{*All Must be Relevant & All Must be Compliant*}