Provided by Senior Life Insurance Company THE SENIOR LIFE INTRODUCTION
Table of Contents OUR ENTIRE SYSTEM IS BASED ON TWO KEY PRINCIPLES...1 HOW TO USE A LEAD...2 QUESTIONS AT THE DOOR...3 WARM UP...4 TRANSITION...5 PRESENTATION...6 A LIFE INSURANCE POLICY AND LEGACY (EXPLAIN)...7 IF INFLATION CONTINUES (SHOW LEGACY VIDEO)...8 DECISION TIME...9 OVERCOMING OBJECTIONS...10-11 MOST COMMON OBJECTIONS...12-13 EXPLAINING THE MODIFIED AND EASY ISSUE PLAN...14 THE BANK DRAFT...15 WHAT TO LEAVE THEM...16 COMMITMENT IS THE KEY...17
Our entire system is based on two key principles FirsT - HONESTY AND INTEGRITY We feel that if you are honest with people they will respond in a positive manner. Our whole system revolves around simply telling the truth. Second - WORK ETHIC This is very simple: if you have 25 leads, then you need to see 25 people. To do this you must put in the hours and not take shortcuts. 15 Presentations Per Week 3 Steps to a Qualified Presentation 1. Make a Friend 2. Paint a Picture 3. Ink App with Minimum of 5 NO s IN SHORT, TELL THE TRUTH AND SEE THE PEOPLE LEADING THE WAY/ Page 01
How to use a Lead First of all, you must understand that a lead is NOT a sale. A lead is designed to provide you with somewhere to go. If you use it properly, the lead will get you in the door. The way that all of our successful associates at Senior Life use the lead is as follows: Go to the door and knock, with a smile on your face. When the prospect opens the door let them see you smile. Next ask them How are you doing today? Then say, I wonder if you could help me, I m looking for Mrs. Jones. She will respond, -I m Mary. Then reach out and shake her hand (making contact by shaking his/her hand will break the barrier) and say, Mrs. Jones, my name is (your name). Then say, It s nice to meet you Mrs. Jones. We recently received this card (Direct Mail) from you (show her the card) and I wanted to visit with you for a few moments and share the information that you requested. TV Approach You recently called about our commercial on TV, The Senior Care Plan, and I wanted to visit with you a few minutes. Only Positive Attitudes Allowed Beyond This Point LEADING THE WAY/ Page 02
QUESTIONS AT THE DOOR 01. What is this card about? Mrs. Jones, the other part of this card explained about the Federal Government Death Benefit and about other final expense programs available. It only takes a few minutes to share the information. 02. I thought you would mail me the information? Mrs. Jones, we don t mail it, because everybody s needs and situations are different. My company believes in old-fashioned personal service. While I m here it would only take a few minutes to share the information with you. 03. Come back another time. Mrs. Jones, I work the whole state and if I lived in your area I would come back as often as you like, but the enrollment period is when I am in your home or area. It only takes 5 minutes and I think this information is too important to put off. Today is the day. 04. What is this card? I thought it was social security. Smile and say -No, Mrs. Jones, this is not social security. This card simply told you that the Federal Government Death Benefit only pays $255.00 for those who qualify and that you may be eligible for a plan to pay those additional expenses and that if you wanted information on these plans to mail the card back in. Mrs. Jones, I want to visit with you for just a few minutes about the information that you requested. 5. Is this insurance? Yes Mrs. Jones, this is an insurance program, that s designed to care for a specific need. We only contact people who have requested the information as you have done. It only takes a few minutes. LEADING THE WAY/ Page 03
WARM UP After you get in the door, put your presentation manual to the side, lean back in the chair and visit with Mrs. Jones for 5 to 10 minutes or until you feel the time is right to get into your presentation. You have to break the barrier. This person has just met you and you can t sell anything until you sell yourself! Ask -Mrs. Jones, how long have you lived here? Ask about her family, pictures on the wall, or anything that would be of interest to her. F O R M a conversation, talk about F O R M Family Occupation Or Organizations Recreation Move to transition when you feel, the person has warmed up to you. For Telesales: Apply Warm Up while asking qualifying questions NOBODY CARES HOW MUCH YOU KNOW, UNTIL THEY KNOW HOW MUCH YOU CARE LEADING THE WAY/ Page 04
TRANSITION When you feel it is time, get the card in your hand and review with them why you are there. Mrs. Jones this card gave you some information about the high costs of final expenses and told you other plans that may be available. We stop by to visit with you for two reasons. (When using a TV lead go directly to the two things we do when we visit) First, to determine if you qualify. Second, to determine if this plan would benefit your family. Mrs. Jones, when was the last time you were in a hospital? (Ask about heart, cancer, lungs, kidney, stroke, terminal illness or anything serious) Next ask to see their prescription medication. This is the most important part of our underwriting process. Remember, You can t go wrong doing right! After you determine if the plan they qualify for is Full Benefit or MDB/ EI, tell them it appears that they qualify and start your presentation. Go to the presentation. Go to the presentation. LEADING THE WAY/ Page 05
Understand that the presentation gives you a track to run on. Remember that the presentation is for the customer, not you. Get them involved. If you put the right ingredients into it, it will help you make sales. First and foremost, you must have control and be able to help them S.E.E. the need. 1. Sincerity PRESENTATION 2. Emotion 3. Enthusiasm Secondly, when the presentation is used properly, you can address many of the objections before they come up. Mastering these steps will produce 4-5 sales per week with no objections to overcome. It s UP to you!!! LEADING THE WAY/ Page 06
A Life Insurance Policy To Help Achieve Peace Of Mind For You And Your Loved Ones Mrs. Jones, we try to help you do two things when we visit with you. 1. Show you a way where we can save thousands off of your funeral with a company we ve partnered with called Legacy Assurance. For example, an 18-gauge steel casket in a funeral home can range from $3000 to upwards of $6000. Legacy offers a high-quality 18-gauge steel casket for $1500, and today you can lock in that price forever without paying for the casket right now. I ll explain more about this later, but ultimately, this one feature can save you thousands. 2. We also help you fund in advance with a life insurance policy through Senior Life. This is what I do everyday. I help families just like yours prepare financially for one of the worst days in their lives. LEADING THE WAY/ Page 07
IF INFLATION CONTINUES AT PRESENT TREND... Funeral, Burial, and final expenses may cost $6,000 - $12,000 Currently For field sales, after presentation, play Legacy Video LEADING THE WAY/ Page 08
DECISION TIME We have found that the best close to use is the choice close. The way we normally close a sale is to do the following. Figure three benefit plans and rates on your pitch pad. If the plan is full benefit, write FULL BENEFIT at the top of the sheet and stress it (If it is MDB/EI), write how the benefits will be paid as illustrated on the next page. Explain your choice sheet to the prospect as follows: Mrs. Jones, I figured you three different plans. What I tried to keep in mind was something that would be affordable for you while providing lasting value for your loved ones. All three plans are full benefit from the 1st day. What I mean by that, Mrs. Jones, is that when you enroll in one of our plans today if you die tomorrow, then based on what you told me about your health, we would pay the full benefit without any waiting period. Now go over all 3 plans, benefits, and price. After you have explained it, hand them the choice sheet and then say, While you re deciding which of these is going to be best for you, let me be getting a little more information. (Start completing app using lead card for name and address) Mrs. Jones, do you have a middle initial? Put ink on as many apps as possible. If she gives you an objection, refer to PAGE 10. Remember that there is a 99% chance that no sale will be made unless you get a check TODAY. It is your responsibility to help your prospect make the right decision. LEADING THE WAY/ Page 09 BE A WINNER
OVERCOMING OBJECTIONS We have a simple, three-step process to overcome objections. 1st Objection: If the client stops you or gives you an objection say, Mrs. Jones, before you even make a decision, let me get a little more information to make 100% sure that you do qualify. Now I can see that you are not in a hospital, (Ask all health questions and record medication). Now,turn the app around facing them along with the choice pad and say, Mrs. Jones, now that we know that you do qualify today, who do want these benefits paid to? If they give you another objection, go to #2. 2nd Objection: Newspaper Close. Put the obituary section of the newspaper in the back of your presentation manual. Each morning you need to get a newspaper in the area you re working. When you hear the second objection take the paper out of your book and lay it on the table and say, Mrs. Jones, if I had been by to see these people two weeks ago they may have said (whatever the objection is). But Mrs. Jones, if they would have known then what we know now they would not have put this off. Mrs. Jones, this could be one of us two weeks from now and there s no reason to put this off. Go to App. LEADING THE WAY/ Page 10
OVERCOMING OBJECTIONS Formula for overcoming objections: A. Agree B) Discuss objection in detail C) Let them know death is for certain. D) Ask a question or make a statement - I know you love your family, don t you? or You wouldn t want your family to be burdened, would you? E) Go to app - ASSUME THE CLOSE LEADING THE WAY/ Page 11 The difference between ordinary and extraordinary is that LITTLE extra
MOST COMMON OBJECTIONS THE BEST WAY TO OVERCOME ANY OBJECTION IS TO TELL THE TRUTH. 1. I can t afford it. 2. I want to talk to my children 3. I want to think about it. 4. I have enough insurance. 1. I can t afford it. Mrs. Jones, I understand but let me share this with you. I know when you re on a limited income it s tough. But Mrs. Jones, most everyone we see every week lives on a fixed income. What we have to realize and understand is that death is something that is for certain. There are no ifs, ands, nor buts. There comes a point and time in life where we have to take care of the inevitable. Mrs. Jones who would be your beneficiary in the event of your death. (GO TO APP) 2. I can t afford it. I understand Mrs. Jones, but when death occurs there are sacrifices that have to be made. Two sacrifices come to mind. Emotional and financial. Only time and God can take care of the emotional side of losing a loved one, but we have to take care of the financial part. We have to determine in our minds that it is easier to take care of this a little bit at a time or allow our loved ones to take the whole burden at the time of our death. Who would have to pay and make arrangements for your funeral? (GO TO APP) I want to talk to my children. Mrs. Jones, if I were in your shoes I would probably want to talk to my children also, but Mrs. Jones, let me share with you that your children will probably tell you that they will take care of it. However, what you probably are not thinking about is that they don t want to think about you dying nor do they want to talk about it. We also have to realize that it s not our children s responsibility. They have their own families to take care of. It s our responsibility to take that burden away from our children. Mrs. Jones, what is your social security number? (GO TO APP) My child makes all of my decision. Mrs. Jones, I can understand that. It s good that your children love you enough to be involved with your decisions, but this is not a decision your son or daughter can make for you because death is for certain, there is no decision to make on that. Also, your children don t want to make decisions about your death, only about your life. This is a decision that only you can make. We have to ask ourselves, do we want our children to be faced with this financial burden (her answer will be no)? Of course not, what is your social security number (If you can t overcome this objection, set up a time to meet with son/daughter in an effort to sell them on the idea)? LEADING THE WAY/ Page 12
3. I want to think about it. Mrs. Jones, if I were in your shoes I would probably want to think about it also. But, Mrs. Jones, what we are talking about is dying. This is something we don t have to think about, it s going to happen. Mrs. Jones let me ask you this: your correct age is isn t it? Mrs. Jones you may not realize it but you ve already put it off years. Today while I am here and while you qualify is the day to take care of this. Mrs. Jones, who do you want as your beneficiary? (GO TO APP) I want to think about it. Mrs. Jones, today when I walk out your front door if you don t take care of this, you and I know you never will. Now is the time to take care of this while you can qualify. You and I both know that you don t want your family to be burdened at the time of your death. All you have to do is take the first step to keep them from this burden while you qualify. Who would be your beneficiary at the time of your death? (GO TO APP) 4. I have enough insurance. Mrs. Jones, I understand and I m happy that you have plenty of insurance. Mrs. Jones that shows how much you really care about your family. We expect you to have life insurance, but what I m here to talk to you about is the high of dying. Mrs. Jones as you well know funeral costs and final expenses are higher than they have ever been. That s why it s so important to have a program like this to take care of you and your husband s final expenses. This way you can leave your life insurance behind for your family to continue to live on and not have to use it for your funeral expenses. Mrs. Jones what is your date of birth? (GO TO APP) I have enough insurance. I understand Mrs. Jones but what you are probably not aware of is when you or your husband dies there will be a loss of income. Normally after a spouse dies there is only one check coming into the home and it will be about 50% less and you will need your life insurance to help you continue to meet your current obligations. Mr. and Mrs. Jones, would you like to be each other s beneficiary? (GO TO APP) 5. 6. I m not interested. Mrs. Jones, I can understand that most people are not interested in thinking about death. However, Mrs. Jones, that does not change the fact that we are all going to die one day. Let me ask you this Mrs. Jones: Do you want your family to be faced with the burden of paying for your final expenses (his/her answer will be no)? Of course not, Mrs. Jones, what is your social security number? I never make decisions without sleeping on it. Mrs. Jones, if I were in your shoes I might feel the same way. However, Mrs. Jones when you wake up tomorrow nothing is going to change. Your final expense costs are still going to be high and the burden of them will still be placed on your family. Mrs. Jones, you have had a lot years to sleep on it, one more night is just another excuse to keep from making a decision. Mrs. Jones, we both know you don t want your family to be faced with this burden? What is your date of birth? (GO TO APP) LEADING THE WAY/ Page 13 NEVER, NEVER, NEVER EVER GIVE UP!
EXPLAINING THE MODIFIED and EASY ISSUE PLAN It s not what you say, but how you say it. We fully and correctly explain the MDB. Benefit as follows: - Mrs. Jones, as you know it s a blessing that there is a plan that you can qualify for, but especially one as good as this. If you were to die of natural causes during the first year, we would pay to your family everything that you had put into your plan plus 10%. During the 2nd year we would pay everything plus 10% and after 2 years, the full amount for natural death. Also, if you were killed accidentally, we would pay the full amount under the accidental death benefit rider. (If MDB/EI, explain as illustrated below). Write it on the bottom of the choice sheet and explain as below: MDB 1st Year 110% of Premiums Paid 2nd Year 110% of Premiums Paid Thereafter Full Benefit EASY ISSUE 1st Year - 110% of Premium Paid 2nd Year -110% of Premium Paid 3rd Year - 110% of Premium Paid Thereafter Full Benefit YOU CAN T GO WRONG DOING RIGHT. Also, when you go over a sample policy explain to them once again by illustrating the way the policy will read. We ve learned that a strong CODE OF ETHICS is as reliable as a compass!!! LEADING THE WAY/ Page 15 Attitude is the mind s paintbrush: it can color any situation.
THE BANK DRAFT Simply say, - Mrs. Jones, the way we set these plans up is to let the bank take care of it for you. Would you like this to be paid on the 5th or the 10th? They will give you a day and you simply ask if they understand what you mean when you say letting the bank handle it. They will normally say yes. If not, then explain it. If they object use the following: Simplest: You don t have to worry about mailing it or having someone bother you with monthly collections. Safest: Can t get lost in the mail, no mail fraud, and Lord forbid, if you were in an accident and laid up in a coma in ICU for 6 months, without your bank who you obviously trust, you could lose your coverage when you are closest to needing it. The bottom line, Mrs. Jones, is it has to be paid one way or the other. If you can t trust your bank, who can you trust? We both know this way is the best. Elaborate here more if needed. LEADING THE WAY/ Page 16
John Senior Agent WHAT TO LEAVE THEM After you get the check, it is important to review the following items and leave them with your new customer. 1. Senior Care Brochure 2. Business Cards 3. Client Confirmation: Now ask the client to explain to you what they bought and how their plan works (MDB, E.I., ect). Do not move on until the client can explain this correctly! 4. Referrals: Mrs. Jones, how I take care of my family is by helping other families just like what we have done here today. I need you to give me at least 5 names and phone numbers of people who are as nice as you that I might be able to help. I promise you I ll treat them the same way that I have treated you and I hope you re satisfied with the service you ve received today. 877.777.8808 1 Senior Life Lane ThomaSviLLe, Ga 31792 www.seniorlifeinsurancecompany.com LEADING THE WAY/ Page 17
COMMITMENT IS THE KEY It is imperative that we write quality persistent business. When business stays on the books, everybody wins. After the sale is made, a few little things make all the difference: Always ask, after you have gone over everything, - Mrs. Jones, do you have any questions about anything that we have done here today? Her answer will normally be no. Put your book aside, lean back in your chair and visit another 5 to 10 minutes about anything except business. When you feel the time is right, pick up your book and say, - Mrs. Jones, let me ask you, do you feel good about your decision today? Do you understand how your plan works? She will normally say yes. You then say, - Mrs. Jones that s good, but before I go let me cover one more thing. Mrs. Jones, I have enjoyed visiting with you today, but what we have done today is very important. We, as a company have made a commitment to you that when the time comes, we will have this money available for your loved ones. Mrs. Jones, you can rest assured that we will honor that commitment. But Mrs. Jones, it also requires a commitment from you to keep this program. Can you make that commitment today? She will say yes. You then shake her hand, or as I do, already have her hand and say, - Mrs. Jones, it s been a pleasure and I appreciate your business. We also have congratulation cards that you can mail to each new client. The best time to mail is at the end of the week in which you made the sale. These cards will keep your persistency and your pay up. SUCCESS IS MEASURED BY EFFORT LEADING THE WAY/ Page 18
NOTES
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1 Senior Life Lane Thomasville, GA 31792 P.O. Box 2447 Thomasville, GA 31799 229.228.6936 Español: 877.868.1808 Toll Free 877.777.8808 www.seniorlifeinsurancecompany.com