th t 10 r a tthe top 10 reasons agents fail at phone ...th t 10 r a tthe top 10 reasons agents fail...

Th T 10 R A tTh T 10 R A tThe Top 10 Reasons Agents The Top 10 Reasons Agents Fail at Phone ProspectingFail at Phone Prospectingp gp g

N U i it O li T i i 04/28N U i it O li T i i 04/28Norvax University Online Training 04/28 Norvax University Online Training 04/28

Welcome Norvax U Online Members

Julie MorrisseyNU Marketing Manager

Judy HobermanInsurance Sales Trainer

Gail B. GoodmanPresident ConsulTel

@NorvaxU

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1. They hate it.1. They hate it.

What is call reluctance?Gail Goodman

What is call reluctance?

2. They’re not organized or prepared.

Gail Goodman

A. mentally

B. physically

C verballyC. verbally

3. They use selling skills not phone skills.

Gail Goodman

Phoning Language is not the same as Selling Language!

4. They don’t schedule their time OR keep statistics.

Current NationalGail Goodman

Current National Averages

2011 NumbersContact Rate = 27%Contact Rate 27%Presentation Rate = 77%Appointment Rate = 55%Appointment Rate 55%Appts/Hour = 2.7

5. They use out-dated skills.5. They use out dated skills.Gail Goodman

2011 isn’t 1997Changes we have to deal with: Cell phones Do not call law Caller Id Voice Mail Texting Email

6. They wing-it.6. They wing it.Gail Goodman

Structure of a ScriptStructure of a Script

A GreetingGail Goodman

A. Greeting

H ll Hi G d i / ft / iHello, Hi, Good morning/afternoon/evening…

B. Introduce yourselfThis is, I am, It’sDon’t say “my name is…”

Structure of a ScriptStructure of a ScriptGail Goodman

C. Your company

With ABC Health Services from ABC HealthWith ABC Health Services, from ABC Health Services, calling from the Bedford Hills office of ABC Health Servicesof ABC Health Services

Sometimes your company name goes later in the scriptgoes later in the script


D The connector: Relationship andGail Goodman

D. The connector: Relationship and Motivation for the call

D1 M J l ’ t–D1. Memory Jog: people you’ve metFriends & family, former co-workers, former clients, neighbors networking groups volunteer groups charitiesneighbors, networking groups, volunteer groups, charities, alumni groups, civic organizations, personal observation, seminars, trade shows / fairs/ expos, canvassing, social events hobbiesevents, hobbies

The first four components are A-B-D-C


D2 – ReferralsGail Goodman

D2 ReferralsThe first four components are A-B-D-C

OrphansWeb LeadsWeb Leads The first four components are A-B-C-D


D 3: Hard leadsGail Goodman

D 3: Hard leads

i i• Mailings to strangers• Internet Leads / Purchased Leads• Cold calls The first four components are A-B-C-D


E The offeringGail Goodman

E. The offering“I’d like to get together and show you the

l f h k h I d ”total scope of the work that I do.”

“I’d like to find a time when we can sit down and discuss your options for choosing the y p f gright insurance package for your family.


F BenefitGail Goodman

F. BenefitThe positive emotional experience the client might

achieve (if they MEET with you, NOT BUY)“That way, you can use me and all the

resources of my company any way that f y p y y ymake you feel the most comfortable.”


G Ask for the AppointmentGail Goodman

G. Ask for the AppointmentAlternative Choice Close

Large concepts of time (day or evening)Large concepts of time (day or evening)NOT specifics

“What is the least hectic time for you, mornings or afternoons?”

Putting it all togetherPutting it all together

Hi this is [A &B] with the ABCGail Goodman

Hi, this is ___________ [A &B] with the ABC Health Services [C] and I’m following up on a request you had over the internet for healthrequest you had over the internet for health insurance [D] and since I share this information on a face-to-face basis only the purpose of my call y p p ytoday is to simply find a mutually convenient time for us to get together and talk about your options. [E] In general, would a morning or afternoon be better? [G]

7 . They don’t understand responses.

The 4 categories of responsesGail Goodman

The 4 categories of responses1. Yes

You get the appointment right away!

The four categoriesThe four categories

2 I’m not interestedGail Goodman

2. I m not interested.May I ask why not?

2a. I’m all set.What exactly do you mean?

Remember the Rule of TWO!!f


3 They ask a questionGail Goodman

3. They ask a question.Answer (briefly) & Close

Remember the Rule of TWO!!


4 ProblemsGail Goodman

4. Problems

S #1 iSentence #1: EmpathizeI can appreciate you feel that wayI hear what you are sayingI understandI understand.

The four categoriesThe four categoriesGail Goodman

Sentence #2:Put them in a group

“Other people told me the exact same thing.”Other people told me the exact same thing.“Other people are in the same situation.”

Sentence #3: Tell a story about the people in sentence #2

Gail Goodman

sentence #2

“But they found, after meeting with me”___________________________

Add a benefit that relates to the problemAdd a benefit that relates to the problem

The four categoriesThe four categoriesGail Goodman

I’d like to see if I can do the same for you.

Sound fair enough?

With that in mind (ask again!)With that in mind, (ask again!)


Handling “I just want a quote.”Gail Goodman

Handling I just want a quote. I can understand that and there are a lot of folks who are busy and use the internet to savefolks who are busy and use the internet to save time, but they found after meeting with me that for this type of insurance, we only give you a f yp f y g ycustom quote for a custom built program. It’s impossible to do that without meeting you and

lk btalking to you about your situation.

8. They over-qualify.8. They over qualify.

Are you fact finding?Gail Goodman

Are you fact finding?Are you pre-selling?

h d d lif ?Why do you need to qualify?

9. They do the hard leads.9. They do the hard leads.

What are the “easy” leads?Gail Goodman

What are the easy leads?

l h i k h hPeople who pick up the phone, listen to you and say “yes” to the appointment.

Are you doing the hard leads?Are you doing the hard leads?Gail Goodman

The D 1’s!!The D-1 s!!

10.10.

Th j t d ’t d itGail Goodman

They just don’t do it.

Th kGail Goodman

Thank youffor your

i !attention!

Next Week

Selling to the Senior Market with Jay McLaughlin

Julie Morrissey

Selling to the Senior Market with Jay McLaughlin

Learn the keys to success to the Senior Market!

- How to get started- The education process- The approach talkpp- How to become a trusted senior advisor

Thursday May 5, 2011 12:00 PM - 1:00 PM CDT

**Thi i th h d l d bi f A il 14th ****This is the rescheduled webinar from April 14th **

th t 10 r a tthe top 10 reasons agents fail at phone ...th t 10 r a tthe top 10 reasons agents fail...

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