Trouble Getting Personal Information with Telephone Sales

(Public Post)
Are you regularly struggling with objections when it comes time to get personal information for an application when selling by phone?

I saw a question posted in an online forum where an agent was continuing to have objections when asking for the client's Social Security Number on the application.

The problem is ALWAYS trust and credibility.

If you at the application and then you discover there is a trust issue, it is a systemic problem with your overall presentation.
The trust and credibility should be firmly established very early, and often, in the presentation. It can never be skipped.

In fact, they will hear NOTHING of the particulars of the product or solution you are proposing if they do not, first, have the framework of trust and why they should be listening to YOU in the first place. They are bombarded, everywhere, with public service announcements saying that seniors should never give out their personal information over the phone. And they shouldn't.

What makes YOU different and worthy of receiving this information? THAT is the question going on in their head, the whole time you are talking.

We cover this extensively on this members-only page:
https://medicareagenttraining.com/training_modules/selling-100-by-phone/

See the video:

Medicare Supplement Training

“I Want to Think About it” Objection

I want to think about it

Here are some ideas for those times when you hear, “Thanks for the information, I want to think it over and I'll get back to you.”:

Objection: “I want to think it over”

Option 1:

“I understand. Just out of curiosity:

  • “Do you understand that the benefits are exactly the same, just a better cost now, right?”
    • “And do you understand what we mean when we say, nothing changes in your doctor, hospital, and options here, don’t you?”
    • “Then while we’re on the phone together, what other questions do you have?

[If None]

“Then just to clarify my thinking, what part of this do you need to think over?

Option 2:

“Are you going to be thinking over the better Medicare Supplement costs we spoke about today, or about whether or not this solution is the right fit for you?

Option 3:

“I know I’ve given you a lot to think about today, do you mind me asking what part of this you’d like to think over?”

Option 4:

“I understand, and I’m sure you’ve got other options to consider…do you mind if I ask how we’re stacking up to what you’re also looking at?”

Option 5:

“__________, it sounds like you’re probably considering other options as well – do you mind if I ask who else you’re looking into?”

Layer:

“And how do we stack up compared to them?”

Option 6:

“__________, besides yourself, who else would be weighing in on this?”

Option 7:

“I totally understand; many people I speak with want to consider all their options before making a decision. Tell me, who else is in the running for this?”

Option 8:

“That’s no problem. Level with me, if you would, what would be holding you back from saying yes right now?”

Layer:

“And is this even a realistic option for you?”

Option 9:

“And as you think about it right now, what would be the major reason for not moving forward with it?”

Option 10:

“I understand – not everyone I speak with is ready to move forward with it right away. Quick question:

“What would you need to see here for you to say yes to the savings/best plan you qualify for?”

Thanks for inspiration from Mike Brooks on these! 

-Chris Westfall