Intro
What is the first thing you should ask that is part of the pilot during the introduction?
How can I help you today?
Is MOOP part of the value pitch?
Only if it ties into a specific need for the customer, otherwise no.
If Mrs. Johnson doesn't need dental what can you say?
No worries. I’m still going to get you coverage in case you do need it in the future, so it won’t come out of your pocket.
If your customer needs vision coverage do you need to read everything under vision?
No, you should just mention how much they are going to get and anything related directly to the customers needs.
If you see someone is new to Medicare how can you tie down to that?
I’m going to make sure you aren’t stuck paying the 20% Original Medicare doesn’t cover. That will be a big help right, right?
If someone is calling in because they received a letter what should you do?
Dig deeper and find out what need they are calling for.
Do you need to read all of the copays in dental during the value pitch?
NO!
If your plan only has Mail Order OTC how can you tie that down?
We’re going to get your OTC delivered right to your doorstep at no cost to you, that way you don’t have to rush to the store each month.
What are some additional benefits that you could mention during your value presentation?
Gym Memberships, Rewards and incentive programs, telehealth....
If you see that a customer has Medicaid, how can you tie down to that?
It’s important to make sure we get you that food card then, isn’t it?
If Mrs. Johnson tells you in the beginning of the call that she does not want to change her insurance what should you say?
I completely understand, you are under no obligation to make a change....
Do you have to cover exactly how the food card works, how they get it, and set it up during the value pitch?
NO
If your customer needs transportation how can you tie down to that?
With the cost of gas these days, I can’t have you spending your own money on gas or rides. I’m going to include transportation at no cost to you.
If your customer wanted a food card and your plan does not offer it do you have to tell them?
YES!
If there is a 5 Star plan in the area how can you tie down to that?
Getting Medicare’s highest rated plan would be amazing, right?
After you have identified a specific need that the customer is calling in for, and reassurance the client, what should you say next?
You call the right place! I'm here to help. Can I get your zip code?
Do you need to cover the reason the customer called in during the value pitch
YES!!!!
If your customer prefers a mail order pharmacy what should you say?
Excellent. I’m going to ensure that those medications [continue/will be] delivered to your doorstep so we can get them at a lower rate.
What is the FIRST thing you should talk about during your value pitch?
Why the customer called in to begin with and how your plan will solve that problem.
If someone has VA, Tricare, or ChampVA what is the first thing you should say?
THANK YOU FOR YOUR SERVICE!
If Mrs. Johnson is calling in to get money back in her pocket what is the next thing you should say?
Great. I know how important it is to save money.
Do you need to cover outpatient mental health care during the value pitch?
Only if it is a specific need for the customer. Otherwise no!
If your customer needs dental what should you say?
Okay, great. I’m going to make sure we [continue/include] that dental coverage. I can’t have you paying out of pocket for those services. Okay?
If Mrs. Johnson says she needs dental coverage to get a pari of dentures, what two things should you mention during the value pitch under dental?
Denture coverage and copays for dentures.
If someone mentions having a chronic condition how can you tie down to that?
We have plans for people with [Chronic] conditions. Is that something that will help? Perfect. We’ll make sure you qualify so we can get [Food/Benefit] for you.