CAT E-CCC 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. “Hi Mr./Ms. {Last Name} how are you today? Explain the purpose of the call. “The reason why we are calling today is because you recently connected with {Credit Union Employee Rep} at ____ Credit Union and they wanted to provide you with an opportunity to enter into our monthly Sweepstakes and Benefit Review.
“The sweepstakes is state specific, are you currently in the state of ______?”
| Enthusiastic, engaging, human to human connection, build rapport, positive energy, express gratitude, smiling, fun. Be CONFIDENT and Knowledgeable of CU and FSP.
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2. Enter Member into monthly Sweepstakes / Building Rapport & Fact Finding | Review monthly Sweepstakes Rules. “I am going to quickly review the Sweepstakes Rules with you so that we can get you entered today. This is absolutely no cost to you to enter and afterwards I’m going to share with you a few exciting promotions and benefits available through your membership.
**Read Sweepstakes Disclosures, Rules, & Regulations**
Enter Member into Sweepstakes. Anyone who enters must be 18 years of age or older. Could you please state your DOB? **Break the ice** “I need to card you; you sound young and just need to make sure you are eligible.”
Obtain all required information from the member for Sweepstakes Entry. “Email?” “Best phone number to contact you if you win?” “Best mailing address to deliver the gift card if you win?”
Mailing Address, Email Address, Full Name, etc.
Obtain Member’s Employment Status for Sweepstakes Entry. “Are you actively working or retired? Great! Where do you work?” “Do you like it?” “How long have you been there/retired?” Retired – “How has retirement been treating you so far?”
Break the Ice with Fact Finding question. “If you win, what are you planning to use the gift card for?”
Best Practice for Fact Finding ***Build on member’s answer with follow up fact finding about family life, employment, hobbies, etc.***
Groceries – “That’s great! Do you have a lot of people in your household? Kids?” Something for kids – That’s great! How many kids do you have?” Gas money – “Awesome! Do you do a lot of traveling? To work? With Family?”
| Transition call forward. Open LifeGuard. Open Sweepstakes entry form. Set expectations for CU Promotions and FSP benefits review.
Ask friendly, non-invasive questions to learn about the member. Build trust and rapport.
Ask additional questions to build on member’s employment status (fact finding opportunity). 1-2 Questions max. to keep call moving.
Ask Member what they will do with their Sweepstakes Gift Card if they win. **Learn if they are going to share with a spouse, children, etc… retain information about member for FSP Recommendation**
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3. Review Credit Union Promotional Plug | Transition to CU Promotion- “I want to make you aware of our current {CU Promotion}, did you know that {Read CU Promotional Plug}.”
“I can have a specialist reach out to you in the next few days to further review {CU Promotion} and see what options work best for you. OK?”
If member is interested in a CU Product for follow up discussion, let them know that a CU specialist will reach out to share additional information. “Sounds great, I’ll have a specialist reach out to you in the next 2 business days with more information.”
If member expresses a concern… “I’m so sorry to hear this, this certainly is not the norm nor the experience we want you to have, I am going to pass this “up the chain” and let’s get this resolved for you..” | Transition to CU Promotional Product.
If member is interested in a CU Product for follow up discussion, send Product Interest Lead back to CU through CRM 10 activity.
Validate their concern, make the member feel heard, develop and present a solution to help the member. |
4. FSP Product Recommendation to Member | Transition to FSP Product Recommendation “I’m pulling up your benefits page…”
Reference prior conversation with Member to make a strong PRODUCT recommendation based upon the member’s identified needs. (Family Life, Employment, etc.) “I am just curious… I see you haven’t activated your benefits… Your CU Membership gives you access to a host of exclusive benefits. One of our most popular plans for ------ (member’s lifestyle, single parent/Nurse/etc.) is ----- (insurance product).”
Elevator Chat for Recommended Product, Coverage, and Price. “How this works is…”
Provide a quote for recommended coverage AMOUNT. “Have you smoked one or more cigarettes in the last 12 months?”
“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…” | 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. |
5. Close | Recognize “buying signal” and assumptively close the sale. “Great. Let’s see if you qualify and you’ll be covered today…”
“Who would like to leave the benefit to and take care of?”
“Let’s get you started. We can add this coverage to your membership today.”
**If no objection, move to underwriting questions (part 8)** | Manage objections. Assume the sale. Complete application in Lifeguard.
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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 – Use “Brishana Method” to lead into Referral Opportunity
Complete all pages on LG Application
Obtain member’s SSN at end of sale before signature page. “To verify your identity and for you to take ownership of your policy, can you please confirm your SSN?” | 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
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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 | “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. Introduce and Bundle Additional Benefit | Use previous rapport & fact finding to recommend additional coverages that best fit the member’s “pain” and needs. The member’s needs are important, but also be sure to consider affordability of member when recommending. “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 Family Security Plan. |
11. 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. |