Objections Jeopardy

Intro

100

You called me. 

AIR Approach - open discussion examples

200

I don't have time right now.

AIR Approach - keep asking questions until they hang up! Open discussion responses. 

300

I already have everything covered. 

"I" statement --> question - open discussion examples. 

400

They told me I could money back on my social security. 

Agree, value prop, then live in their world - open discussion examples

500

I saw that I could get a flex card with $2500 on it. 

Agree, value prop, then live in their world - open discussion examples. 

Closing

100

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. 

200

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. 

300

I need to think about it. 

3 P Method, narrow down what they need to think about and circle back - open discussion responses

400

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

500

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

Emotions vs Logic

100

I don't feel prepared to have this conversation.

Scared of change, don't know who to trust

200

I don't like changing plans. 

Something could not be covered, something gets messed up, things could end up worse not better

300

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

400

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

500

I want to do some more shopping around. 

FOMO, don't want to rush the decision, trust issue - they don't understand or believe that we can look at everything

Person, Price or Product

100

I don't like giving out Medicare information over the phone. 

Person, build trust by value propping and addressing the emotions - open discussion responses

200

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

300

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 

400

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

500

That's not enough to make me change. 

Product, circle back with tiebacks and be extremely direct/assumptive - open discussion responses

Buying Signals

100

What is the best way to handle when someone says, "I want to sign up for Humana?"

Agree, value prop, process like normal with focus on Humana!

200

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!

300

True or False: "That sounds good." is a buying signal.

True

400

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

500

True or False: "My friend/spouse/sibling/etc. has that plan and/or told me about that plan." is a buying signal. 

True