Needs Analysis
How is a needs analysis beneficial for the client?
Answers may vary
What is the name of the CEO of Neilson Financial services?
Gavin Donnelly.
Who is DOD protecting?
Advisor, Client, and Company
What does PIPEDA stand for?
Personal Information Protection & Electronic Documents Act
"I am busy right now. Call me later!"
"I completely understand but this will only take a few moments of your time."
Why is a needs analysis important?
You get to know your client. Make sure you arent over or under insuring. Customize the product
What are the company values?
Team Spirited, Customer Focused, Results Driven
Client advises they have cancer before you entered the medical uw. When you get to the question on the med q - they answer no. How do you proceed
Pause - reread the question and make sure they understand what it asking as they mentioned this at the beginning of the call + DOD
Why is active listening so important?
Allows the client to feel understood and listened to
"I just want a quote"
"Of course! Let me walk you through the process to ensure we are customizing our product to your needs. Now our process here is quite straightforward.." - continue
An example of open ended needs analysis question?
Could vary
How do we celebrate these values?
Awards nights!
Apart from reading the question, what additional information can you provide to the customer to help them understand the question being asked?
Agent Help if available
What does it take to work in a call centre sales environment?
Communication Skills
Persuasion Skills
Product Knowledge
Time Management
Emotional Intelligence
Resilience and Persistence
"I thought the ad said no medicals"
What are we looking for in a needs analysis?
Who is our underwriter?
CPL
Medical underwriting starts with which question?
Smokers Questions!
What do most people use life insurance for?
To protect their families
"My premiums go up every year? I don't want this anymore"
"I completely understand your hesitation about the premiums going up every year however, I want to ensure you understand the benefit of that. Unlike other insurances in the market, we have our clients only pay for the risk they pose to us TODAY. Which essentially means you pay as grow as your risk to insure goes up every single year. This allows you more flexibility and control over the years unlike term policies."
When do we complete a needs analysis?
Right after the intro and then again after the medical underwriting
Which value is the most important?
Trick question! They are all equally important!
When must the DOD be read? (5 reasons)
What is the main exclusion for our policies?
Suicide in the first 24 months
"I want to see the policy documents before committing to anything and send me the quotes"
"I understand where you are coming from but just like car insurance unfortunately, we can't send you the pink slip before you buy the policy. Is there anything in particular holding you back about the policy at this moment? I am more than happy to address these concerns while I have you on the line."