New Year, New Agency – January 9, 2023

January starts new chapter at SSN. Our internal office meeting from January 9, 2023. See meeting notes under the video: ALL OFFICE Hannah Leaving - Transition The last day will be Jan 31st. Kendall will be in charge of sales training, monitoring lead follow-up, etc. Gabby will be in charge of admin training, monitoring the completion of admin duties, etc. Chris (with Mikayla’s assistance) will be managing Email templates - must be approved by management before sharing & using We will be going through all Radius templates and updating/improving them. Send us any suggestions you have. Please submit any templates you have that are not in Radius for approval. Going forward, a template is not approved until it is in Radius. LTC & Annuity Referrals LTC policies require underwriting - gather health info let the lead/client know that our guy Joe will be reaching out to discuss this with them gather info like name, DOB, email, health, etc Email information to SUPPORT@MEDICAREAGENTRAINING.COM SALES Agent expectations - can’t wait for an appointment to land on our calendars. It is not the Admin’s job to fill your calendar with leads. We have become very spoiled with full calendars but aren’t selling more than when our calendars were half empty. We have gotten comfortable and lost our drive/hunger. Call NLVM sheet & AEP VMs (Admin’s priority is CCVM) Snag live transfers from incoming calls. I’ve seen (multiple times since AEP) where we didn’t take the lead from the admins and it was scheduled. Meanwhile, we had multiple agents off the phone and most without upcoming appointments. Build Rapport - If there’s something on your calendar you can’t write yet, take it as an opportunity to build rapport and set yourself up for the sale later. Having an admin call and reschedule makes us look like we only care about making the sale. If we then have to reschedule the later appointment due to illness, running late, etc., the client's entire relationship with us has implied we don’t care about helping them. Lead Follow up - (see below) Lead Follow-up - We need to re-enter our normal habits after AEP. Lead follow-up is a part of our jobs and is not optional. Mikayla changed all the new leads to “Needs Follow-up” if they did not have another appointment scheduled with you. When you have an appointment fall through or end early, don’t move on to busy work. That time was dedicated to sales activity on your calendar. Use the unexpected free time to follow up with other leads. Follow-up should be on the phone. We are relying too heavily on email for this task. Don’t say: “I’m just checking in” “Just checking to see if you have any questions” “I just wanted to follow up” “Is now a good time?” Call with a purpose - Follow up within two days of your initial conversation and instead say, “I realized we did not cover ___ “ “I know you wanted to talk to your wife; what questions did you both have after your discussion?” “I know you were concerned about ____. I came across this resource that might help.” Scrolling while selling - can’t be entirely focused on the needs of our clients if we are distracted by our phones. Leads to errors on apps, missing unspoken objections, lack of genuine reports, etc. ADMIN Call Queues - need to work from bottom to top (oldest are at the bottom) Priorities: Incoming calls & VMs Chris CIGNA update - Admitted to stealing clients with their call center. “Cigna hung up on me because I kept asking questions they didn't like? The girl said we answered "yes" to PSA over 6.0 and the rate we have was the rate we were quoted and was on the application. That's where I started pushing back. I called in about that question, they guy had prostate cancer years ago, they said he can answer yes and still be approved. Never told me at "Standard II". I was pushing back on the fact that nothing popped up on the screen alerting us that his rate was almost doubling. I kept insisting it never happened and she hung up on me. I called back and got a different girl, she acknowledged we should have been alerted but were not.” Where are we on the LIFE licensing? Plan is all up to MAPD and then cross-training some admins with sales stuff, too. Salespeople change focus, back down to earth, and activity as if they’re hungry. Some admins will be cross-training into some sales training. Log out of computer every night, four did not after last time this was announced at the last meeting, and, by Tuesday, files were gone from their machines. When texting new leads via the CRM, ALWAYS include our real phone number. Since we have not been, they are all calling the texting number - the only one they can see in front of them. Push a button and call. Thus far, we’ve only been sending links for them to schedule. A client from two years ago left COBRA, and we wrote him a Med Supp. We never once mentioned that he needed a Part D plan. Two years later, he is too late to enroll for AEP and will have enormous penalties for life when he can finally start next year. Always discuss the Part D need when onboarding a new-to-Medicare client - reminder. Look at Client mailed packet - round-robin - ideas?

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