Annual Review Sales Track
Example scripts provided are intended to be guidelines to help you develop your own presentation. Please create and write down your own version and . . . Practice – Practice – Practice!
| Elements of the Sale | What to Say | What to Do |
|---|---|---|
| 1. Greeting | Introduce yourself to the member and explain the purpose of the call. “Hi my name is ------. we are reaching out today to do a courtesy recap of your benefits through The Family Security Plan. Can you please verify the last 4 of your SSN?” (if member expresses concern, date of birth is acceptable) | Enthusiastic, engaging, human to human connection, build rapport, positive energy, express gratitude, smiling, fun. Be CONFIDENT and Knowledgeable. |
2. Build Rapport and conduct Fact Finding conversation with the member | Incorporate Rapport Building Questions to “break the ice”. • “How is your day going so far?” Confirm member’s employment and address information on file. • “Are you still employed at ____?” • “And, your current address is _____?” • “Your email address is still ______?” • “Is your primary phone number still _____?” • “Are you still an active member at ____ Credit Union?” | Open LifeGuard. Ask friendly, non-invasive questions to confirm information and learn about the member. Build trust and rapport. Build on member’s answers to questions by asking more questions and further fact find to uncover conversation points |
| 3. Policy Review | Review current coverages with the member. “You have an active ____ benefit in place protecting ____ for $___ in coverage. To confirm, your beneficiary(ies) for this policy are __.” You also have a ----- benefit in place which protects ----- in the event that ---------." “Everything here looks good on your policy, do you have any questions or concerns regarding your coverage I can assist with?” | Review coverages in force for the member. Provide brief explanation of what the coverage does for the member. Review coverage amounts and beneficiaries for each active policy. Validate their concern, make the member feel heard, develop and present a solution to help the member. |
| 4. FSP Product Recommendation to Member | Reference prior conversation with Member to make a strong PRODUCT recommendation based upon the member’s identified needs. (Family Life, Employment, existing coverages in place, etc.) Recommend increased coverage for existing product in force. “It looks like the recommended amount of coverage is $____. You currently only have $____ in place. Let me show you what it would look like to get there.” Recommend adding coverage for a New Insured (spouse, child, grandchild, parent, etc.) “I remember you mentioned that you were recently married, we always recommend that spouses have coverage for each other, let me show you what it looks like to get them covered….” I know we were talking about your daughter earlier, so I wanted to take a quick look to see what it would be to get her on your plan. “Let me show you what it looks like, we have a few options let me go over those with you…” Recommend a new product to enhance member’s coverage in place. In addition to your ____ plan, we recommend a ____ plan. Our plans are designed to work together to protect you in all areas of your life. Your current plan protects you for _(highlight key points of product)_____, while this plan will also cover _(highlight key points of product)_____. Is there a reason that you haven’t taken advantage of this plan yet? “Let me show you what it looks like, we have a few options let me go over those with you…” Recommend re-starting a previous coverage the member no longer has in-force. Now I do see that you had a ------ benefit but it looks like your coverage was cancelled/lapsed/NTO that in the past. This plan covers you for ---------. The good news is that we can get that going for you again. Let me get you a quote….” ***proceed to quote*** “I know you originally applied for $___ in coverage, but I do see a few more options available for you, I’m going to give you those options and you can pick which one works best for you.” **Provide 3 options (high/medium/low)** Recommend multiple products to member (bundling opportunity) In addition to your ____ plan, we recommend adding a ____ and ____ plan. Our plans are designed to work together as a package deal to protect you in all areas of your life. Your current plan protects you for _(highlight key points of product)_____, while these plans will also cover _(highlight key points of product #1)__ and _(highlight key points of product #2__. Is there a reason that you haven’t taken advantage of these plans yet? “Let me show you what this looks like, we have a few options, I’ll go over those with you…” | Customize the discussion to explain key features and benefits that pertain to the member’s needs which you’ve identified through previous conversation. Tailor “elevator chat” to address the specific “needs” of the member. Paint the picture for the member to uncover their latent need. Bring member to “aha” moment. Pull up LG and provide recommended quote to member. ***Look at CRM to ensure that the cancelled/lapsed/NTO policy was not resold again in the past*** |
| 5. Close | Recognize “buying signal” and assumptively close the sale. “Great. Let’s get that added on for you…” “Do you want to keep the same beneficiary as your other coverage?” **If no objection, move to underwriting questions (part 8)** | Manage objections. Assume the sale. Complete application in Lifeguard. |
| 6. Manage Objections with needs-based questions and diagnostic pain points | Validate member’s objection, clarify through pain awareness questions, re-close. Pain Awareness Questions – Make insurance coverage tangible and understandable – Paint the picture of what life would look life for their loved ones if they were not there. (Unexpected Loss/Death/Illness/injury/etc.) “What would happen to your loved ones if….” “How would your loved ones lifestyles be affected if…” “How would your final expenses be covered if…” Recognize new “buying signal” and assumptively re-close the sale. **See part 6 above** | Use questions to learn the member’s story and identify their “needs”. Use member’s story to build relevant pain awareness questions. When necessary, share a story to demonstrate the need for coverage. |
| 7. Complete Application in LG | Qualify all potential insureds through Underwriting Questions. Obtain Beneficiary information Complete all pages on LG Application | Identify all family members who “need” and will be securing coverage prior to underwriting. Ask questions for all insureds at once to avoid duplicating questions. Beneficiaries become a great referral opportunity. Complete Application on LG |
| 8. Premium Payment | Assume immediate payment on Debit or Credit Card to collect first month’s premium. “As we discussed, your monthly premium will be $---. Would you like to use a debit card or credit card?” Utilize Split Pay capabilities to tie future premium payments to member’s primary financial account. “We recommend tying your future premium payments to your primary checking account. This way if your card is compromised or expires you don’t have to worry about adjusting your payment method and your coverage remains securely in force.” “What institution do you use for your direct deposit? Is this your primary account? Great! What is your account number?” | Assume immediate payment. Follow and Control the Money to utilize the member’s primary financial institution to pay premiums. Explain split pay benefits to member, if you receive push back, as needed |
| 9. Submit the Application | Obtain member’s SSN at end of sale during voice signature. “To verify your identity and for you to take ownership of your policy, can you please confirm your SSN?” “Congratulations, Mr./Mrs. ---! You are covered with --. Thank you for taking this important step to help protect you and your loved ones.” | Congratulate the member and make them feel special for purchasing coverage today to protect themselves and their loved ones |
| 10. Ask for Referrals | "Now that you have secured your coverage in place, we want to also make sure that your friends and family have the proper coverages in place just like you do. Who do you know that would benefit from a conversation about coverage?” “Now that you have chosen your sister as your beneficiary, you can pay if forward to her. I can reach out to her to review the Family Security Plan to protect her and her family. What’s her phone number?” “Please just give her a heads-up that I will be calling her within the next few days to review some coverage options.” | Obtain referrals from the member to set up future conversations regarding FSP. Customize Referral Inquiry to close family members/friends/co-workers discussed previously in conversation |