Field Sales – Branch Sales Track Template
Write down your version and . . . Practice – Practice – Practice
| Elements of the Sale | What to Say | What to Do |
|---|---|---|
| 1. Approach | Introduce yourself to the member. “Hi, my name is __ and I am the Benefit Specialist here at the CU. We are talking with everyone today to review some of the exclusive benefits available to you as a member. Let me show you….” | Enthusiastic, engaging, make eye contact, shake hands, smile, stop the member’s momentum out the door, guide member to your workstation. |
| 2. Introduction - Report Building | Build trust – learn about their CU Membership Small talk, etc. “What brings you into the CU today?” “How long have you been a member at the CU?” “Any fun plans for the weekend?” "I like your shoes. Where did you get them?” | Log on to computer. Ask friendly questions to learn about the member. Build trust and rapport. |
| 3. Fact Finding | Learn about Member’s Employment – job, tenure, role, etc. “Where do you currently work? How long have you been there?” Learn about Member’s family life – spouse? children? Etc. “Are you married? Do you have children? If so, how many and how old are they?” Learn about Member’s benefits – through job, outside of job, family coverage, etc. “What types of benefits do you have on the job? Do you have any coverage outside of the job? Any Life-insurance/health insurance?” | Engage in conversation with the member to learn about their employment, family life (married/kids?), and current benefits. Ask follow up questions, if needed. Our goal is to learn enough about the member so that we can correctly identify potential gaps or “needs” for coverage AND provide a relevant solution (an FSP Product) to their need |
| 4. Help the Member Identify and Understand their "Need Coverage | Identify the member’s “needs” for coverage and help member understand their “gaps” in protection. Pain Awareness Questions - Make insurance coverage tangible and understandable – Help 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…” | Use questions to learn the member’s story. When necessary, share a story to demonstrate the need for coverage. |
| 5. Recommend a Solution | Recommend FSP Product to best meet member’s “needs”. “Based on our conversation, I recommend that _____ insurance will be a good option for you and your loved ones. How this works is… Let me show you…” Quote recommended product, coverage amount, and cost with member. “How young are you? What is your birth date?” “Have you smoked one or more cigarettes in the last 12 months?” “We recommend coverage for roughly one year’s salary. How much do you make per year?” “Most parents with children start with…” “The plan that is most popular with our teachers is…” “Most member’s start with a burial benefit. I recommend…” Review recommended coverage amount. Highlight key benefits of the product that meet the member’s needs for that coverage. | Present key details of the product that meets the members needs. Ex: If the member has small children, Whole Life Insurance is the protection to help ensure your children are taken care if something unexpected were to happen. Quick Quote – Recommend a Coverage that best fits the member’s needs and budget. |
| 6. Close | Recognize “Buying Signal” from the member and close the sale. “Great. Let’s see if you qualify and you’ll be covered today…” “Who do you want to name as your beneficiary?” “Let’s get you started. How do I spell your first name?” | Manage objections. Assume the sale. Complete application in LifeGuard. |
| 7. Manage Objections with needs-based questions and diagnostic points | Validate member’s objection, clarify through pain awareness questions, re-close. “I certainly understand that… but as we discussed… let’s get this started for you today, how do I spell your first name?” Recognize new “buying signal” and assumptively re-close the sale. **See part 6 above** | Use member’s story to build relevant clarifying questions and statements to reinforce the member’s “needs” for coverage. When necessary, share a story to demonstrate the need for coverage. |
| 8. Complete Application in LG | Complete all pages on LifeGuard Application. Qualify all potential insureds through Underwriting Questions. Obtain Beneficiary information. | Identify all family members who will be securing coverage prior to underwriting. Ask questions for all insureds at once to avoid duplicating questions. Beneficiaries become a great referral opportunity. |
| 9. 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. “In addition, we recommend tying your future premiums to your primary financial account. This way if your card is compromised or expires you don’t have to worry about adjusting your payment method and you coverage stays securely in force. What is your account number?” “Is this the institution you use for your direct deposit? Is this your primary account?” | Assume immediate payment. Follow and Control the Money to utilize the member’s primary financial institution to pay premiums. |
| 10. Submit the Application | “Congratulations, Mr./Mrs. _____! You are now 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. |
| 11. Bundle - Introduce Addition Benefits | Use previous rapport & fact finding to recommend additional coverages that best fit the member’s “pain” and needs. “Based on what we discussed about ----, I recommend our ------ coverage would be a great fit for you and your loved ones. Let me show you…" | Complete additional applications in LifeGuard. Offer all products available through The Family Security Plan. |
| 12. Ask for Referrals | Obtain referrals from the member to set up future conversations regarding FSP. “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.” | Customize Referral Inquiry to close family members/friends/co-workers discussed previously in conversation |