Getting Better on the Phone – Sept 20, 2021 Internal Meeting

Improving our presence on the phone. And more Medicare trivia that every agent really should know. See the video: AGENDA Hannah Make sure to select a “relationship” from the dropdown menu when linking clients in Radius. Nicole writes personalized cards for referrals and needs this info. Words to avoid on calls: Um, uh, etc. - shows a lack of confidence Like - filler word; unnecessary Honey, darlin, sugar, etc. - too familiar Honestly - were you not being honest with everything you said? No problem (vs you’re welcome) - are you sure it’s not a problem? You guys - too casual (generational gap) LIfe insurance Approvals - Agents should call personally (BIG congratulations) Less likely to fall off the books and cancel Can handle any buyer's remorse on the spot. Leads do NOT need to get their Part A and B in place prior to us helping them with a supp. We need to get them on the schedule if they are w/in 6 month of their start date (shorter in a few states) Pay attention to chats Important that we are working as a team and answering each other’s questions in a timely manner. Medicare Trivia Mary has a Medicare Advantage plan. She’s very upset because her specialist is no longer in the network of her plan. She wants to change to a different plan. Can we help her? Yes, BUT would have to wait until AEP. What are the two types of Trial Right? On Medicare AND MAPD for less than one year (for the first time). Can switch to and Med Supp w/ no health questions. (GI) Left a Med Supp for MAPD. First time on MAPD can change back to previous Supp within the first year w/ no health questions. (GI) Someone calls in and has an MA only plan. They just got prescribed a new medication and want to add a PDP to help with the cost. How can we help them? Can’t have MA and PDP. Will need to change during AEP to either an MAPD or Original Medicare w/ a Supp and PDP. Larry has a very expensive Plan F. He saw Chris’ video about Plan N and wants to set up an appointment to change during AEP. What should we tell him? He can change his Med Supp anytime and will have to HQ no matter when he changes. Pre-screen. If healthy, schedule w/ an agent now vs waiting until the busiest time of year to change plans. One of our clients calls in to ask why he is getting a bill from his doctor. He thought his Med Supp paid for everything. What is the first thing you should ask? Have you met your deductible? Chris We need to work harder on existing leads! Need your help identifying challenging calls where we overcame the objections and helped them. Need more recordings to help others.

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