Intro
You called me.
AIR Approach - open discussion examples
Can you send me the information?
Value prop, circle back, then tell them the sooner things are done that the sooner things will get to them in black and white - open discussion responses.
I don't feel prepared to have this conversation.
Scared of change, don't know who to trust
I don't like giving out Medicare information over the phone.
Person, build trust by value propping and addressing the emotions - open discussion responses
Agree, value prop, process like normal with focus on Humana!
I don't have time right now.
AIR Approach - keep asking questions until they hang up! Open discussion responses.
I need to make sure my doctors work with the plan.
Circle back and remind them that you have already checked, provide reassurance - open discussion responses.
I don't like changing plans.
Something could not be covered, something gets messed up, things could end up worse not better
If you're not a scammer, why can't you see all that on your end? Why do I have to give that information to you?
Person, build trust by value propping to address the emotion - open discussion responses
Recognizing Buying Signals: Provide 3 examples of buying signals you could receive.
"Do you have my address?" "When would I get my cards?" "What do I need to do?" + many more!
I already have everything covered.
"I" statement --> question - open discussion examples.
I need to think about it.
3 P Method, narrow down what they need to think about and circle back - open discussion responses
I already have an agent.
Loyalty, fear of not seeing someone face to face, fear of talking to someone new, don't know who to trust, information overload
I'm worried about my medication coverage./Medication coverage is going up.
Product, recap medication coverage; Price, recap why the other benefits are worth the cost of meds increasing - open discussion responses
True or False: "That sounds good." is a buying signal.
True
Agree, value prop, then live in their world - open discussion examples
I don't want what I have scheduled already to be affected.
Keep it simple, only as big of a deal as you make it, tell them the steps they need to take to get things authorized under new plan - open discussion responses
I just want things mailed to me, I don't make these decisions over the phone.
Fear of trusting someone with information, don't want to be scammed
I like these benefits, but I don't want to change my plan.
Product & Person, circle back with tiebacks and value prop - open discussion responses
How would you roll into the app if someone says, "What do I need to do?"
Explain next steps, finish any compliance requirements, then roll into the application by telling them what you are going to do - open discussion responses
I saw that I could get a flex card with $2500 on it.
Agree, value prop, then live in their world - open discussion examples.
I need to talk to my spouse/daughter/son/sibling/etc.
Value prop, circle back, tell them you will get things done to get things in black and white to look over with whoever - open discussion responses
I want to do some more shopping around.
That's not enough to make me change.
Product, circle back with tiebacks and be extremely direct/assumptive - open discussion responses
True or False: "My friend/spouse/sibling/etc. has that plan and/or told me about that plan." is a buying signal.
True