CURRENT PLAN
vs. SWITCHING
WANTS
vs. NEEDS
PROACTIVE
vs. REACTIVE
BUYER
vs. SHOPPER
AEP
vs. SEP
100

πŸ˜€ CLIENT SHARES:
"I β™₯ my insurance company!" / "I β™₯ my plan!"
*Early in the Call. Client's Carrier Unknown*

🎧 AGENT NEEDS TO:
𐄂 [Value Prop]
𐄂 [Ask a Quality Question]


🎧 AGENT'S RESPONSE: "_________________"

POINTS AWARDED IF: 
β˜‘ [VP] Accurate
β˜‘ [QQ] Leads to a NEED
*Both Must be Relevant & Both Must be Compliant*

100

πŸ˜€ 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 Quality Question]


🎧 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:
βœ… How do I know which carriers cover implants and which do not?
βœ… What if their current coverage already has implants?

100

πŸ˜€ CLIENT SHARES:
"I β™₯ my Doctors!" / "I β™₯ my Hospital Group!"
*Drs & Group Unknown*

🎧 AGENT NEEDS TO:
𐄂 [Acknowledge]
𐄂 [Ask a Quality Question]

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


🎧 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:
βœ… GIVES AN EXAMPLE OF HOW TO BE PROACTIVE WITH THE NEXT CLIENT.


100

πŸ˜€ 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 Quality Question]


🎧 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:
βœ… The agent used closing language in their response before this answer was revealed. (Assumed the Sale.)

100

πŸ˜€ 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*

🎧 AGENT NEEDS TO:
𐄂 [Value Prop]
𐄂 [Create Urgency]
𐄂 [Ask a Quality Question]


🎧 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 β€˜CLOSING LANGUAGE’ (Examples Shown Below):
       I AM YOUR EXPERT
βœ… Based on your needs, this is the right plan for you.
βœ… I'd professionally recommend this plan.
βœ… Set up to serve you for years/months to come.
       CLOSING LANGUAGE
βœ… You can take this off your list today.
βœ… Shopping with me will save you time & money.

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 Quality Question]


🎧 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*

200

⏸️ 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*

🎧 AGENT NEEDS TO ANSWER THE QUESTION:
𐄂 [Determine Want vs Need]
𐄂 [Ask a Quality Question]


🎧 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:
βœ… TBD

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 Quality Question]


🎧 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:
βœ… 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 Quality Question]

🎧 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:
βœ… TBD

200

⏸️ CLIENT ASKS:
"Can you just call me back in December?"
*Early in the Call. Client information Unknown. Plan Options Unknown*

🎧 AGENT NEEDS TO ANSWER THE QUESTION:
𐄂 [Value Prop]
𐄂 [Create Urgency]
𐄂 [Ask a Quality Question]


🎧 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*

300

πŸ’¬ 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 Quality Question]


🎧 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:
βœ… What is the most likely reason the client is complaining? (The client feels ...)
βœ… How can you uncover the truth?

300

πŸ’¬ 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 Quality Question]


🎧 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:
βœ… Agent can share the EXACT document name, including (v#), where the list of prohibited words can be found.

300

πŸ’¬ 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 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:
βœ… GIVES AN EXAMPLE OF HOW TO BE PROACTIVE WITH THE NEXT CLIENT.

300

πŸ’¬ 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 Quality Question]

🎧 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:
βœ… TBD

300

πŸ’¬ 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.*

🎧 AGENT NEEDS TO:
𐄂 [Value Prop]
𐄂 [Create Urgency]
𐄂 [Ask a Quality Question]


🎧 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*

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 Quality Question]


🎧 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:
βœ… Uncover the Why? When? Significance.
βœ… 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 Quality Question]


🎧 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:
βœ… What benefit is this found under the SOB?
βœ… Is prior authorization typically needed?
βœ… 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 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:
βœ… 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 info.*

🎧 AGENT NEEDS TO OVERCOME THE OBJECTION:
𐄂 Explain how we determine what the client is eligible to receive.
𐄂 [Ask a Quality Question]

🎧 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:
βœ… Agent can share the EXACT document name, including (v#), where compliant language can be found.

400

❌ 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.*

🎧 AGENT NEEDS TO OVERCOME THE OBJECTION:
𐄂 [Value Prop]
𐄂 [Create Urgency]
𐄂 [Ask a Quality Question]


🎧 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:
βœ… Medically related and non-medically related help.
βœ… Explain what it is. Read EOC or SOB verbatim.
βœ… Bathroom safety, utilities, non-emergency transportation, home health, etc.

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 Quality Question]


🎧 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: 
βœ… The agent's explanation was convincing.

500

🧠 PLOT TWIST:
"I have to go to my dialysis appointment."
*You are prepping for enrollment when the client mentions dialysis for the first time."

🎧 AGENT NEEDS TO:
𐄂 [Differentiate Want vs Need] Pivot.
𐄂 [Ask a Quality Question] Answer should help with pivot.


🎧 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:
βœ… Agent can give additional context.

(Prior-Auth from current clinician, submitted to insurance, most commonly)

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 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:
βœ… 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 Quality Question]

🎧 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:
βœ… Verify they are not POA.
βœ… Ask if they are available to speak now.
βœ… Provide contact info, number/email.
βœ… Set an appt to speak further.