Watch the Full Video Here: Coaches Corner - Multiple Topics
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Because a lot of times. A lot of times. Good stuff. Yeah. I'm sorry. Wait, I did that too early before you did the recording? No, that's okay. So you'll get those? We're just talking about this, though. You'll get those 79 year olds. I'm not on any medications. Okay. Who handles your medications for you? Like we all know, a 79 year old is not going to never have been on a pill in their life unless they're just anti going to a doctor.
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Uh, it might be like ten year lookback for for most medications. What I found. Well, I got that from Lexi, so don't quote me on that. I quoted her on that.
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You know. That's right. Ten years.
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It seems to be true. Yeah. Across the.
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Board. Tell everyone. Good morning. Good morning, everyone.
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Good. Good morning. Hello.
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Good morning. Good. Lexi.
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Are you leaving the
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making? Leaving? Right.
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Was just going to say, like, the amount of people that will tell me when I asked them. Heart, liver, kidney, lung issues to tell me no and I'm okay. Cancer, heart attack, stroke, COPD, diabetes. No. And then say, okay, well, what medications do you take? Oh, well, I take a ton of medications. Like really people's medications are where you're going to get like the full story.
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And I mean, as far as keeping your percentage low, I literally hate Gerber guys. Like, I hate it so much. I was looking at my Gerber portal yesterday. I've probably written like 15 Gerber's since the beginning of the year and there has literally been one of them that has even made one single payment. That's true in my quality is actually good. So that's. That's really pathetic. Um, just try to get somebody with prime term before you write them a Gerber. The persistency is just so much better.
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It's so much better. And I know that the interview is such a pain, but if you can have a policy that stays on the books versus one that you know falls off and hurts your quality, like it's worth it. And if they do get approved, like having the Social Security billing literally makes all the difference for our clients. That's why they can't pay those Gerber policies is solely because their billing is so bad. Like prosperity, like the policies just have such a higher chance of actually sticking and actually paying out.
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And Lexi. Actually, she has 54%. Pioneer This was at the beginning of of April. So it's probably more about, you know, it could be different, but she has 50 for the year, right? So it's not just like a couple sales. So she has 54% with Pioneer, 16% with Patriot, 18% with Prosperity and 11% with Gerber. Those totals are 1% off because there's like, you know, 54.6% or whatever. But yeah, so you guys can can go and you can always try to apply, right? And, and try to go with something now before going better.
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And better quality than most.
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Yeah. And she has really good business quality too. Right. So that helps select she's going to make more money out of bonuses and, and yeah. So having that low Gerber percentage is huge. I know it's an easy thing to jump to, but. At least try and see and see what you can get for that.
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I remember James said a couple of weeks ago, and I wrote this down, and it's made a total difference in the way that I look at things. The only Gerber should be current cancer being treated oxygen and can't do ADLs. Anything else you should be able to do prime to term or even some other of our levels are graded.
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Yeah. So, um.
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And just real quick and I'll just take it over. I just to address a point that was made earlier. For the first.
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I don't know.
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Probably five, four years, maybe three, four years till we got for the first four years of my telesales career, we didn't have a guaranteed issue company. Um. I think Justin tried to get us to eliminate Gerber before, uh, and, um. And when we didn't have one. Does anyone know what percentage of my business was uninsured? I was riding with one carrier and with one carrier I was with a carrier who I'm embarrassed to admit I was with for the first portion of, of my career.
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And then after that was American amicable. Um, and. It's the same arm you're used to. And there was no super preferred. There was no preferred plus because we didn't have a proprietary product, we just joined them. Does anyone know what percentage of my business was uninsurable?
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Like 5 to 10%.
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Yeah, it was like I mean, didn't I'm not just I have 9.6% was about 10%. Right. Because I kept a folder. It was uninsurable. Right. Because I had nowhere to go. And then to Misty's point, the reason that if you go through my leads, you're not going to find a lot of Gerber's is, you know, our first guaranteed issue company was a company called Kemper. They ended up going into risk. They ended up going into receivership because that's all they were was guaranteed issue. Do you know why my Gerber percentage stayed below that or my my Kemper percentage Say boy that.
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Because. Because Kemper was so expensive, Right. The biggest the biggest
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weapon against everybody making better money and realizing what's best for their client is thinking that because Gerber is $3 cheaper than standard or whatever it is in those situations, it's there if that was the case. Um, Mutual of Omaha. Um, whatever the, the other one's called Colonial Pen.
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North Star and.
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Lincoln Heritage. Lincoln Heritage wouldn't be the sum of the largest final expense carriers in the country if price was all that matters. So I just wanted to to reiterate that and to Lexie's point, because they don't the reason they can be so cheap is and I'm I'm sorry to be so mean about Gerber, but but it's a necessary evil but we really don't like it is Gerber can be so cheap and the only other competition with Gerber price wise is AIG. And the reason the two of them are able to do well is because they don't want to keep you as a client.
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Their goal is to make sure that you fall off the books in the first two years so they don't you're not allowed to reinstate. Pioneers like, Oh, Miss Jones, we don't. You're three months behind. Don't worry about it. We'll just.
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Reinstate you. We. We love you. We want you to stay as our client forever because we want to be here to protect your family.
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And Gerber's like, Oh, you paid 19 months into the policy. You're getting pretty close to that contestability period. You know what you're gonna have to do? Restart.
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You know. So it's it's a grant. Not here to give you a rap on Gerber, but, you know.
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Garbage, baby garbage. So, um, you know, to to Justin's point, Lexi's pointers point, there are so many other options out there. And that's the reason that we. I had one carrier, now we have five. Really? Because HL and patriot even though they're the same port and they're so different. So we really have five And so, um, the percentages that Justin just posted. Is really what what you should be striving for. So if you don't look at your business and you're not at least over 50% hence why that's the threshold to qualify for the trip because they do pay for the trip.
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Um, and then look at that 16% patriot, 18% prosperity and basically 10% Gerber. Um, that's a beautiful spread right there. Right? That means you're putting everybody exactly where they should be and getting almost everybody, um, the best coverage they could be, right? That's immediate coverage that that you're getting for the majority of people. And I guarantee if we go through that 11% Gerber. I happen to sit near Lexi in the call center, so I know. It's just like, Oh, nobody will take Miss Jones.
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And so, like, I've already spent three hours with them, so I guess I'll just go ahead and and give them. Carver Right. So that's really the emphasis of that, especially if you're new. I know it's nerve wracking when you look and you're like, Oh, I'm nervous about these medications, but that's why you've got, you know, Zach and Josh and Ernie and Nikki and Mika and all these people that you can go to and say like, Hey, here's some unique medical situations. What can we do? And will help you guys figure out exactly where to do it. And if they're not available, then you've got a flowchart you can refer to too.
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But there's also almost always another option. I promise you, they're not going to look at you foolish if you're trying to get them something that's best for them, right? If you explain it that way, Miss Jones, I'm really. I'm your advocate. I'm fighting for you. I'm going to get you into the best product or policy possible. And if they don't qualify for it, they're not going to be like, Oh, this person doesn't know what they're talking about. Right? So different than if you're applying for homeowner's insurance or car insurance or anything. And somebody says, I'm going to try and get you this company because they're the best company and they come back and they're like, Oh, you're you live in Vero, and they really don't like the fact that the name Beach is in your name.
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And so now they're going to decline. I'm not like, Oh, I don't want you to be my homeowner's carrier anymore. Like, I'm like, Oh, okay, what are our other options? So.
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Right. And then to be systematic with it, guys. That's kind of like what I want to talk about because that's kind of what Sam brought up. Um, no matter how you do this, if you have to go all the way back to the application, I always find that very valuable because if people are being very either cagey or they just just not giving you the information that you need to start reading the application, it's not going to hurt you. Like, I will read every single question mine if they get it's very rare for me at this point. But like if they get so they're so bad at asking or answering the questions, then I'm just going to read the application.
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But then I always ask exactly how Josh Zach said, like heart, lungs, liver, kidneys. That's what I care about. And he surgeries or hospitalizations in the last three years. And then of course, you know, you can't just when they answer yes, it's not skip the question. It's like dig into that dig into why were you in the hospital? Okay. What happened? Because you're going to hear a lot of stuff. They're going to say, I had a hurt. I had yesterday heard somebody say, what do I do with the hernia operation? Nothing, because it's not on the application.
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You just ignore it. So a lot of these things that you guys ask, of course, will just be like, ignore it because a lot of conditions aren't on any of the applications. And then of course, referring to the flowchart will help you pick the right plan in situations where you can actually get people immediate coverage. But Gerber can be the last resort, Misty said said it. So there's only yeah, there's only a couple of reasons. ADLs, Oxygen and Alzheimer's.
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You guys should be asking like, how long have you been on oxygen? And if it's been over two years, that's straight prime term. And if the Alzheimer's, sometimes they're not going to know but apply anyway.
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Ernie got denied for over two years. I have a guy that was on oxygen for the last ten years and they still denied them. Now the Alzheimer's and dementia meds greater than two years. CHF greater than two years. The oxygen, they said they won't budge.
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They will. They have in the past. Sometimes it's just. Yeah, I asked Debbie, so I'll just tell you guys like a high level of your asked Debbie. Like what? What are they doing with the prosperity term when like they qualify somebody because I've had some declines with Alzheimer's and they were very clear that they had, you know, medications for over like two years. But she said, like they might look at it and if they they switched the medications on on you like the Alzheimer's medication is now momentum when it used to be an episode they will treat it almost as a new diagnosis automatically.
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So that's annoying. I mean, there's nothing we can say that's annoying because that doesn't. I'm very annoyed by that. But there's we can only do so much with these carriers, like what they say is what's going to go. But you applied at least Missy. That's the main thing. It's like you applied you applied for these companies before going to Gerber. So I always find that, yeah, like I told somebody yesterday was like, well, present to them. Like, okay, so I said they could have qualify for Preferred because the information was kind of like all over the place.
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So I told them like, they'll qualify for standard 100%. They're going to qualify for standard. So what I would do for that client is tell them the standard prices and then tell them we're going to try to do better than that. Does that make sense? Guys like, because I could try, but I'm still managing their expectations by not saying, Oh yeah, you're definitely going to get this this rate. If I give them the standard rate and they are accepted with preferred, not only will be able to keep the premium the same, I'll be able to give them a lot more coverage.
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And it that also goes to the point of you want to be writing as much pioneer as you possibly can. I think people tend to forget that that's my goal and everything. I'll push a lot. Pioneer standard when didn't have HL and all this other stuff we were pushing a lot more pioneer standard because we did not want to go to Gerber. So a lot of stuff that y'all think you can't even do Pioneer standard, you can. It just goes into your point of studying your questions and studying your conditions.
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You got to know your application questions. You got to.
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And the biggest point I know because like, well, like, oh, think I have a touch of congestive heart failure like Mika is going to straight apply standard. Okay. Don't know what that means. So we're still going to try the standard. It's like I'm on nitro and think I have congestive heart failure. Well, I don't know that for a fact. So we're still going to go standard? Yes.
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I want to go on every trip, every year. Yes, we're.
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Here. So I'm going to write as much pioneer as I can. Yes.
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And that was the only option. Like if there was no Gerber, like, well, let's try. I mean, that's what that's what James is driving at like is like, well, had to apply standard. So if they got.
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That's paying you less money their customer service sucks and they have inconsistent drafting. I've written a person Gerber and it's supposed to come on the third and Gerber may pull it on the fifth they may pull it on the second And guess what my client is now overdraft and and upset. So garbage is inconsistent on every level. Plus they don't pay you as much. You leave them too much money on the table.
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Go ahead, Zach. Can I.
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Chime in? So a lot of times people default to Gerber just because they haven't taken the time to learn how to do another application. I don't know how to do prosperity so that but they got declined. Pioneer So I'm going to go. Gerber Because I don't know how to do this company. Like that's that's not a valid excuse for you not doing your homework. You know what I mean? You got to, you got to learn to do the other applications so you can offer your clients better coverage and know how to get them better coverage than just defaulting to the two applications that you know how to do.
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That's true. Like, um, have I have something to say about that? But, Lexi, you got your hand up still.
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Yeah, I was just going to say and you know, prosperity, they are a little bit inconsistent with that prime term product. Like even with people on oxygen. Like I always just try yesterday and the guy told me he was like, Yeah, I was in the hospital, you know, a couple weeks ago. And, you know, they sent me home and I have some oxygen and I still use it from time to time. I'm like, you know, let's just see what happens. And I applied with him for the prime term and they approved it. And also like another. It's the remote. If somebody in the house. Somebody in the house.
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Has an email address. Try to do the remote app because with that one, all they have to do is sign it remotely. And it's really simple. They just have to click it and type their name and it'll tell you before you fill out the entire application if the person is going to qualify for the coverage or not. So, you know, if they have the ability or somebody in the house has the ability to go on there and sign that email, that's definitely an easier way to do it. And you can try to avoid the issue, you know, and if they get declined, that really shouldn't take you too long to figure that out, if that makes sense.
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And to Zach, I was going to say, to Zach's point, um, so when you are teaching people like how to do one, are you looking for opportunity? Like I so what we did, Nikki and I were like, okay, we're going to find somebody who's on the phone, do a prosperity. Like because you're not really supposed to open up prosperity and just do random nonsense to play around in there. So we found somebody that was actually like making a sale, got on the zoom and actually came in and recorded, just recorded how to actually do it. Like, I know Nikki, Zach, Josh, Mika, They'll come into your room and show you exactly how to do it so you're not freaking out.
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But if you're in here and my bed.
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I know Justin also has all of the applications except for Patriot. He has a sample application recorded in Dropbox.
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Awesome. Okay, so yeah, there's. There's no reason not to know how to do it because a lot of it's just drilling like, like when I first got my way, that was all I had. So I was like, okay. And I just started using the coding software like a bunch of times to figure out, you know, how to use it. Same thing applies here. Like if you're in member's area, um, you can actually go in here.
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Um, this is a real. So this topic came up. Sam this video here, Nikki does a really good job yesterday like of exactly how to qualify people and then how to put them with the right company. So 52 minutes, she did it with only like 3 or 4 people, but so many people could get value out of that. Obviously, this is pioneer sales start. This is how you submit an this is how you do a prosperity. Here's another way. Another time we did an HL so you can always come in here just to see it at least once. So that way when it comes down to it, you're not freaked out.
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Neither one of them are that hard. I mean, they all they all tell you, like, um, exactly what information they need as you're filling them out. But it's important to get them bookmark logged in and just, you know, be prepared for the day.
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So, Ernie, have a question. Um, so just wanted you to walk us through a process because somebody had asked the question, say you are talking to a client that may possibly have COPD or something that could make them standard. You write standard, however they came back preferred. Can you kind of explain that process?
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Are you saying? But. So I don't think I would be applying for a pioneer preferred.
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But an example, an example would be like, okay, thanks.
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You mean. Oh, never mind.
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Say you're writing a client because you're writing them standard, because something makes you question something. But it came back preferred. So explain that process to us.
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Okay, So what what I would do with that client like I'm on. Sure. Like, let's say, let's just use any example that can come up with Nitro. Nitro is up. I'm taking nitro or I'm not taking nitro. But you know that same song and dance where they prescribing it forever. Like, okay, so you're really not taking it. Okay, So, Ms.. Jones, I know that I can get you this plan and it's going to be a very good plan. This is a standard plan with Pioneer. So let's go over those plans together first and see which one is going to work best for you and Betty or whoever the beneficiary is.
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Go over it. You know, have that conversation just present like you normally present. Have them write down the rates, have them write down the face amounts, the benefits, and then tell them. All right. So you're picking the 10,000. They'll pick one out of those plans. Which one do you want Betty to receive when you pass? They'll pick one and be like, okay, so, Miss Jones, you're going to be doing like like we're really going to try to do a little bit better than this. But no matter what, we'll be able to get you this price for the 10,000. But if we can, we'll try to get you more coverage for the same amount.
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And then go ahead and go through Pioneer. Click on the button, accept any plan and, you know, accept any plan issued as a result of this policy. And then when you submit it, if they all they give her a standard, she's not mad. But if they give her preferred now she's got, you know, 10,000 went to whatever 14,552, and now she's over the moon. So that's a client for life. And that's simply because you manage your expectations.
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Is that the answer you're looking for, Mika?
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Yes. Thank you.
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It's okay. You just wanted me to say it.
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Now, just reading somebody's question in the chat box.
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Oh, gotcha. Okay. Not even looking. Oh, that's a go ahead. I'm sorry.
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No, I'm so sorry. Didn't mean to cut you off. I'm sorry.
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No, no, no, no. Was done.
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Oh. Um, so I'm on the greatest of all teams. Dot com slash underwriting hyphen training. And, um, it says, join our team in earnest. You're in. And I'm trying to click on it, but it says.
00:21:07:06 - 00:21:15:20
Uh, just go. Just when you type it in the website. Just greatest of all teams, I put it in the chat backslash goat team only it'll let you sign up and it'll be free.
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Oh, fantastic. Fantastic. Okay.
00:21:19:04 - 00:21:44:06
Team only. And back to Kevin. Um, I believe it was Kevin Mills that was asking, like, dead air. Um. I mean, this is a good, a good thing to transition to that because like, when you're first new and you're trying to qualify as people's health, you're going to have some dead air because you're still trying to figure this thing out. So that was the topic. You guys have any advice for Kevin? Like, how do you avoid the dead air and keep them talking?
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Just make small talk.
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Just make small talk the whole time. It's like, yeah, well, I'm looking up this plan, you know, figuring out what you qualify for. I just asked, like, simple questions about a current event or something that they told me about their family or something like that. Exactly. And another easy way to build small talk is like. Don't sound like a robot when they give you a health condition, like, Oh, I had a heart attack. Oh, you had a heart attack. How long ago was that? Oh, three years ago. Okay. It doesn't matter. Like, that's not like the proper way to respond to someone like, Man, I'm really sorry that you had that happen to you.
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Like, how are you doing now? You know, like, actually seem like a human being when you respond to when someone tells you that they have a major medical condition or that they're a cancer survivor, like, that's fantastic. Like, congratulate them. Yeah, stuff like that that can help you build rapport and not seem like a checkout robot.
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Yeah. So you can avoid the dead air while you're going through the health questions just by them telling you that they have like high blood pressure and you could be joking about their kids, giving them high blood pressure. And then as you're going down, just building report and then while you're reaching out for help for the health questions, if you don't know, you could just be talking to them. And like Zach said, you don't sound like a robot. And then you're talking to them about their health. So you're actually fact finding two and properly qualifying.
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Yeah. Think Kevin's looking for a little more than that. Um, is that Unless that answers the question. Mean the small talk. It's okay, guys, to be like, All right, So just give me one moment. I'm gonna see. I'm going to take a look here, so. Yeah. Don't go anywhere. I'll be right back. Mute the like no matter what you're doing. Definitely mute them as you're talking to yourself and trying to figure it out. Um, but it's okay to tell them they're. They like the fact that you're spending a full minute on hold while you're trying to figure this out. They're like, on pins and needles, almost like, you know, they're trying to. You're trying to figure out what they qualify for.
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It's okay to leave them hanging for a second. Um, and then to Zach's point, yeah, that's that's something I do here all the time. I know he's Zach. I know you hear it. It's like, nope, don't matter. Okay? And then just move on. But you can bring that stuff up like the throughout the entire call. That's a great rapport. You had a heart attack five years ago. Okay, so was that a long road back? Very simple questions. Was that a long road back or did you just, you know, hit the ground running? Oh, you know, and then I had to do this. And like, you know, the first year was tough. That is awesome rapport. It's like and then, you know, it doesn't matter what they say, but like, okay, well, so it's been a long road back.
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Okay. And then you developed this or they got healthy and you're like, Well, congratulations, man. You really turned it around. You know, things like that will really go a long way to, you know, you're a non-smoker, okay? Or quit 20 years ago. Okay, well, then it won't matter. It's like, okay, was that one of the hardest things you've ever had to do? It's like, you know, if you have a family member, like had a friend that, you know, finally quit and it took him forever, But he's so happy now. Just simple, simple stuff. This just sounds like just rambling, but it's really it's just being nice to the client and and understanding that you actually do care about their conditions and them as a person, not just the sale.
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And it's okay to like. Like. Like there's a few people that during the health, like, they'll like, call me like, on their cell and like, you know, Nicole Mills, you know, And they'll say, I have this client on the line and they'll go over the health with me, too. And sometimes it builds credibility there that you have somebody else working on the case with you to.
00:25:15:14 - 00:25:45:23
Yeah, I do that all the time. Like a lot of the agents with the Sbcs. You can hand it back to them. Just bringing one of us on the phone for 3 or 4 minutes. I don't know why, but it makes people feel so much better. And like, the first thing I do when I'm brought on to any call is like, okay, well, let's just make sure first, like if you're at banking, let's just make sure you, you know, you pick the right plan and all you're doing is asking a couple questions or have the agent tell you about the conditions and they'll be like, I think like, this plan is best.
00:25:46:05 - 00:25:52:14
And it doesn't matter if you're changing the plan or you're just confirming that plan for them, it's going to really go a long way.
00:25:54:03 - 00:25:59:13
They're gonna be like, Oh, okay. So they brought another person on now. Got two agents helping me. Okay. Like this. I like this company.
00:26:09:00 - 00:26:13:16
Kevin. So you ask the question like, is there a don't.
00:26:13:20 - 00:26:29:18
Don't technically don't really have a problem with rapport. I just thought that'd be a good topic for new, newer agents. You know, that dead air, what to do while you're looking, you know, using the Google box and kind of, you know, keeping the conversation going and get them talking. I just thought to be a good topic.
00:26:30:09 - 00:27:13:14
Right? Mean two big no nos to not ever ever do on a call is put someone on hold to where they can hear the whole music or say okay, well I'm going to talk to my manager and I'll give you a ring back and let them off the phone. Like those like that is like you're shooting yourself in the foot. You ever see the meme where like, someone's riding a bike and then they take a piece of bar and they shove it in the bike wheel and they flip over and hurt themselves. That's what you're doing. If you do that on a call, um, don't ever put them on hold like where they can hear the whole music because that just gives them an out to hang up on you and then don't ever hang up on them because you're, it's going to be impossible for you to get them back on the phone nine times out of ten.
00:27:14:13 - 00:27:49:07
Um, and even if you have to like mute your line, ask a question to someone if it's been like 10 to 15 seconds on mute your line, just say, Hey, I'm still checking in on this with you, with my supervisor for you. I'm getting the answers. I'll be right back with you in the mute your mic again. Don't let too much dead air go by. Just touching with them like, Hey, I'm still with you. I'm just checking this thing real quick. I'll be right back and then mute your line again. And then if you need to go back again and say the same thing and then come back, don't let too much dead air go by because then you're just giving them excuse to hang up on you.
00:27:50:17 - 00:28:08:13
I like that point because think it's good to not let more than like 15 seconds go by of, you know, just just a quick. I'm with you still or just a quick just I'm right here. I'm looking at this, you know, just little things like that helps.
00:28:08:23 - 00:28:10:19
00:28:11:01 - 00:28:45:11
You can talk to yourself, too. I'm a big component of that. Okay. So that's it. 30 Like, let me see one other company here. Right. And just keep the conversation going with yourself and they can kind of hear what your process is and that helps build good rapport and lets them know that you are the expert as well because they can hear sort of why you're going with one company over the next and what questions you're looking at. Tell the client, Listen. So every insurance company, they view different health questions or different health conditions differently.
00:28:45:13 - 00:29:09:00
So what I'm going to do to help you find the best option for you, I'm just going to go through here and see which one would view your health questions the best. So I have my prosperity here. Let me look at them and just talk to yourself and kind of go through that with them. And that way they can hear it. There's no dead silence. They know where you're at in the process. They know when you found a company. I find that helps me.
00:29:10:16 - 00:29:37:22
I love that. I've always done that. Like I just talk to myself because it's like, you know, they don't care. And as long as I'm basically I'm basically like sitting there, I'm always talking about what I'm doing. Like, if something falls off my desk, Oh, sorry, something fell off my desk like, oh, you know, I just, like, ramble and like because I know where I'm at in the process. Like, if I'm filling out an application, I'm always talking about, like, man prosperity. If this wasn't the best company, Bob, I definitely wouldn't be filling out this app because it's very annoying and that's very long. Like I'll just tell them what I'm doing. I love that. Josh.
00:29:39:08 - 00:30:05:16
And do think on rapport building. When you're first starting out, it's not the easiest thing in the world, but rapport building is where your money is made. That's why it's so important. You have to you have to do it. If it's something you have to work at, you just have to work at it because the rapport building is where your money is made. It's what takes you from being just one of the other 50 telemarketers calling to a person. And that's where your money is.
00:30:08:14 - 00:30:09:13
00:30:09:24 - 00:30:36:04
And I'm not a coach, but I'd like to jump in. Um, going back on what you were saying, Ernie, about just something happens. You just say it out loud. Sometimes I've had, like, this difficult customers that didn't really want to share too much, but then said, Oh, my dog is barking out the window. Got to go quieter down. Oh, you have a dog. What kind of dog is you? And then they open up just because some people view their pets like children. So they much more rather talk about their pets than they would their children. And that's your way in.
00:30:37:18 - 00:31:11:17
And it's. Oh, yeah, it's basically Thomas. Like, if I have to work at home, I have three of them and they're all nuts. So it's like, it's like and I'll tell people like, I'm actually walking around the house right now. I'm trying to do this, but I'm listening 100% like it's it's just telling them what's going on in your life because you are a person. If you got to go let the dog out, they might. They see a robot. If you're like, oh, somebody's after my money and they're, you know, trying to get my money and just be a person, that's the main thing. But if you guys so only had the two topics but I think rapport building where like I'm just going to ask you guys.
00:31:11:20 - 00:31:19:03
Doesn't matter. Like good agents, coaches, anybody can answer. Where are you guys finding the best place to do rapport building?
00:31:22:24 - 00:31:57:18
I find it before the health and at the health. I think the health is a great spot to build rapport and show that you, like you were saying earlier, show that you're human because a lot of us get really sensitive or insensitive to these health conditions. Like somebody tells you that they have congestive heart failure. The first question isn't, well, how long ago did you have that right? It's oh, I'm so sorry to hear that. How are you doing? How have you been managing? I can't believe that. It's got to be scary for you and the family. How has this road been? You know, and that should be your line of questioning after you find out a health condition.
00:31:57:20 - 00:32:31:01
And then how long have you had it? So the health is a great spot to be doing all that. And before the health, most of our scripts are set up that where before the health gets before you get to the health, you're finding out if they're working, if they're disabled, married, divorce, have kids, grandkids, all of that stuff is usually going to happen before you get into the health after the health, it's time to present the product. You can build a little bit of report, but it's time to actually show them what they qualify for and close the deal out to the health.
00:32:31:03 - 00:32:32:00
00:32:34:17 - 00:32:35:08
The way I.
00:32:35:10 - 00:33:01:07
Do it is from the beginning to the end. Rapport I feel is built from the minute you answer the phone or they answer the phone till the minute you hang up with them, you're building rapport the whole time as you're going through the application, I always feel the easiest thing. Just ask questions when you ask for their beneficiary. If they say It's my kid, Oh, do you have any other kids? Do you have any grandkids? You know, get them talking. That's my opinion.
00:33:02:00 - 00:33:18:04
No report is mean. It's as soon as they answer the call. And I always have to define rapport. Like rapport is more about understanding that of course you're a person, but you can solve their problem. Like are you the person that can solve their problem? But also you're a person. So it's like one like those two things.
00:33:18:22 - 00:33:47:16
But that's great. When Misty said, because that's exactly like and this is years ago when Mika would train and coach us, that was the main thing. It was like in the beginning of the call, it's kind of business and then you're their friend and then it's business and then your friend and then business, business, business, business, business. But it would be like you're there, friend around the beneficiary and then around the health. You're their friend, but the rest of the time was mostly going over business and that would keep us down that straight line.
00:33:47:21 - 00:33:52:24
Yeah. And then one one more friend at the end after the sales already made. Yeah. Got it.
00:33:53:24 - 00:33:57:09
You got everything. You're their friend for life, right?
00:33:57:24 - 00:34:31:23
So you want to keep your report building around insurance, right? So you ask somebody who their beneficiary is, you get to know if they live close by. If they get to see them often, if it's their kids, do they have any grandbabies? Okay. And then you ask questions like, so let me ask you, why him? Is he the most responsible? You know, your report building is all around insurance. You don't want to be report boating on World War Two or something crazy That has nothing to do with insurance because you're going way too much off track.
00:34:32:00 - 00:34:51:09
And then if it's a conversation that they really like and they start taking it and they run with it, you're like to get them back on to insurance is extremely difficult and a lot of new agents struggle with that. So when you are building report, make sure it's insurance based, everything that you ask or they tell you you can use to help close the deal at the end.
00:34:54:03 - 00:35:30:18
Totally with Misty on the rapport building because your rapport building has to be done right after you say hello. Because what rapport building is sets the tone for your sense of control. They have to like you and have commonality with you. And if you have those two things before you leave out of your intro, you will control the rest of that call. That's how important rapport building is. And it has to be done throughout the whole call because someone can simply knock on a client's door and your sense of control can be disrupted by someone coming over.
00:35:30:20 - 00:36:02:22
And you got to be strong enough to get that control back. Okay. Well, I'm not going to keep you too much longer, but let me just finish asking you about your health. You have to be able to come back in and control that. So that's why you're building is so powerful because if they like you enough, you can walk them through whatever distractions may have and come out of that being a friend in the beginning, a business partner in the middle and a friend after you get the information you need, that's the flow of your conversation. You have to have that flow to close. Once you develop your flow, you can close as much as you want.
00:36:02:24 - 00:36:05:04
You'll be able to control your money at that point.
00:36:06:05 - 00:36:40:02
And what kind of. I'm gonna come right to you in a second. So? So what I want to say was, like, what? The rapport. If you have to be honest with yourself, like, where? Like have people listen to your calls. Like, I'm gonna use Moses because he's a good agent. Really good. Like he was having trouble building like the rapport as far as controlling the call and things like that. He's got it. Everything. Like that's something he can cross off. But he wasn't like asking the right questions as far as like, you know, asking no questions. So you have to ask a few questions. Even if you have to write a couple down like these are going to be my go to questions.
00:36:40:04 - 00:37:17:08
If I'm talking to somebody that gives me like no information or no no rapport, like they just won't talk. There should be a couple questions that you ask them every time. And then I find rapport. The health super, super important because you can find so much there. If they're great health, it's easy. You can just talk about that. How have you stayed in healthy? How like give me the secrets. And also when you start asking what the goal of the policy is, that's that's when you're in the pocket, when you're starting to really figure out, okay, so what's going to happen with this money when you pass like it's going to you know, it's going to Bob and then Bob is going to take it down to the funeral home and take care of everything.
00:37:17:10 - 00:37:49:00
Okay. Have you ever gone through the process of, you know, taking care of somebody's final expenses yourself? Doesn't matter what the answer is. Yes. Okay. So you were the one that had to take care of everything. Okay. Did they have life insurance or was it some situation where you had to come out of pocket? Okay. If they say no. Okay. Yeah. Anybody in the family pass where you had to be involved? No. Okay. Tell a story for yourself. I was telling Robert yesterday, have a canned story. If they say no, they've never gone through it, have no experience.
00:37:49:10 - 00:37:54:01
Hopefully it's true, but make it as true as you can, because it'll ring more true.
00:37:55:16 - 00:37:56:21
Um. All right. Well, Kenya.
00:37:59:21 - 00:38:02:02
Um, everything that.
00:38:02:04 - 00:38:02:19
00:38:02:21 - 00:38:28:01
Josh and Mika and you said all that stuff. Just building the reporter around from the beginning, you know, with the tone and a smile on your face, they can hear it. And then when you're asking them about who the beneficiary is, that's a person that they're willing to spend this money because of and for so obviously they love them. So you can ask a couple of questions about that or do they live close by? Hope you get to see them often. Um.
00:38:30:05 - 00:38:49:05
But yeah, like Josh said, I had a lot of issues. I can build great rapport and talk for hours and then not even get a sale because here we are talking and talking about everything that is irrelevant. So keeping the report, building to the topic and bringing it back to the topic is super, super important.
00:38:50:13 - 00:39:25:17
Yep. And if they start talking about like, what they mean about keeping it on insurance, it doesn't mean that you should stop them every time they're talking. It means that you should be asking if they're talking. Josh means if they're talking about their beneficiary for five minutes, let them talk about their beneficiary. That's helping you. Like don't interrupt that and like like let them talk like I love them so much. If they're talking about that and they help me with this and that, then that's awesome. Tell me about that person. And then it's like, okay, so I can understand why you want to protect that person so much. They've done so much for you, but don't worry, we'll, you know, by the time we're off the call, we'll have that protection in place.
00:39:27:11 - 00:39:48:22
But going off and talking about the war 60 years ago for 30 minutes and then just so many irrelevant things that you guys can get to talking to because a lot of these older people, they don't have a lot of people to talk to, you know, or their family. They really are. They're very busy working.
00:39:50:15 - 00:40:20:23
Skiing and taking care of their kids and paying their own bills so they can get carried away with talking to you if you're friendly enough and they like you. So it's good to ask about them. But yeah, keep it relevant about their beneficiary and what, you know, what they would do if if they didn't have something like this, how important this is for them. But, you know, and when they do speak about their health issues, wow. My goodness. I'm so glad that you survived. Your family must have been so, so worried.
00:40:21:07 - 00:40:38:16
Um, and those things, it shows them that they care and they they care about you when you care about them and they know that you're trying to make a sale. So they'll end up really just trying to help you at the end of the day and help yourself as well. If they like you.
00:40:39:04 - 00:40:50:15
It's just a partnership. Yeah, you're just going back and forth like we're working on this together. It's me and you. It's me and the client versus all the insurance companies trying to find the best rate. Uh, Lexi said, hand up.
00:40:52:14 - 00:41:27:20
Yeah, I was just going to say like sort of just to piggyback off of what you said, you know, have the same things that you ask every single time so that it's like the rapport building just kind of comes naturally and try to keep the questions, like you said, more centered around information that's relevant, you know, for example, and also like try to get them to laugh. That's like the first step. I say the same thing every single time when I'm confirming the information, I'm like, okay, Mrs. Jones, so you are 65 years young, then good for you. And almost always they're not going to like belly laugh or anything, but they give you just a little tiny chuckle, like, that's perfect.
00:41:28:05 - 00:42:17:19
Then ask them when I'm going down there, you know, and asking them for their beneficiary. I'm like, okay, so your beneficiary is your daughter. What's her name? Okay. Linda Awesome. How many children were you blessed with? Asked that every single call. And if they'll tell me. And I'm like, All right, so you got all girls in there, got a couple boys sprinkled in there, too. And I'm like, All right, you probably got some grandbabies running around. Like, most likely they're going to latch on to one of those things and go with it. And I also will ask them, okay, so your kids, like, do they live nearby? You get to see them a lot. Not only, you know, does that is that a rapport building topic, but if she's like, oh yeah, live with my daughter like that, I need to know that because it's like, okay, maybe I need to ask if this person is like, okay, like handling their own responsibilities or if their daughter is the decision maker or when you're going through like, you know, every time that I go down and go through their health, if they're, you know, pretty healthy, they tell me they don't take any medication.
00:42:17:21 - 00:42:43:05
Like, well, Mrs. Jones, you're in really good shape. You must have had a job that kept you pretty active. What did you use to do for work? If Mrs. Jones tells me that she used to be a nurse, I know that she's not living just off of her Social Security every month. I know that most likely she has a pension coming in, so that's useful information as well as being like a rapport building element. I ask those questions every single call because it's also not something that I even have to think about anymore. Does that make sense?
00:42:43:09 - 00:43:05:05
Yeah. And assistant. Right. Consistency is what's going to set apart the agent that's able to hit ten, 12, 13,000 every week without really any issues versus the agent that struggles to hit five. You got to be consistent in what you do have a process A to Z, follow that process every single time and that's how you master it and that's how you become good at it.
00:43:07:08 - 00:43:13:15
Assistant, see? And then Mika, if you're. There was a question asked and I'm just going to let you ask it. Um.
00:43:15:12 - 00:43:21:08
Marquis that's going to have that issue of when to take back over the call. Can you provide some feedback for.
00:43:30:08 - 00:43:33:20
Right. Market. Mika.
00:43:34:20 - 00:43:38:06
Can you hear me? Hold on. Yeah. Yeah, we can hear you. Sorry. Sorry. Didn't hear.
00:43:38:08 - 00:43:49:13
Me better. Yeah. No, no, no. It's okay. I'm right outside. So does he mean the client won't stop talking? Probably in the conversation. Okay, so you have to have a recovery question.
00:43:49:18 - 00:43:50:18
That happens a lot.
00:43:50:20 - 00:44:22:23
So the client is just rambling. You know, they started talking about the war, all this irrelevant stuff. I always come out of that by saying to a woman, Hey, Miss Jones, you are so sweet. I could talk to you all day. But let me just tell you what it is that you'll qualify for today. That is my recovery question. And for men, just switch it. Hey, you know, Mr. Jones, you are pretty cool. I can talk to you all day. Let me just tell you what you qualify for today. So you have to be in control enough to jump in there, cut them off, because if you don't, you'll run the risk of building a friend and not a business partner.
00:44:24:02 - 00:44:25:02
Hope I answered your question.
00:44:25:04 - 00:44:29:08
I think it does. It can't. Yeah, can. Response. Go ahead, Nikki. Sorry.
00:44:29:18 - 00:45:05:13
Yeah, That's how Mike would always show us back in the day. Two is just whenever they were going off crazy on report, you'd be like, you know, man, Mrs. Jones, you said your family is so interesting and you're so wonderful. You sound like you have a great family. I could talk to you all day, but let me just ask you a question that's on this application and then, you know, and then they're like, no problem. You know what I mean? And then and then we could talk about that, you know, some more whatnot, you know, and just bring them right back. So we were always really good about getting them off of that, like in Pluto land and back on the line by just being like, Man, we could talk to you all day.
00:45:05:15 - 00:45:14:15
Sound like so interesting. But let me just ask you this question. And then they know that you're going through a process. That's why you're on the phone, such as bringing them back to.
00:45:18:06 - 00:45:31:11
Because they think that you're just doing something on the computer or whatever and you're just talking to them anyways. So it kind of brings them back and they're like, Oh yeah, we're doing this, you know? And they're like, And then in their head they're thinking, Oh man, I'm just talk this person ear off for ten minutes.
00:45:32:11 - 00:45:33:15
But you're most of the time.
00:45:33:18 - 00:45:45:17
And most of the time you'll get a little laugh there. They're like, Oh my God, you're right. I've been talking forever. But that little signs like that let you know like, Oh yeah, gotta like little stuff like that is your buying signal.
00:45:45:23 - 00:45:46:14
00:45:46:24 - 00:46:14:24
That. And if you let that go for too long we've all had that client that you're talking for 20 or 30 minutes with and it's about something that's unrelated to insurance and next thing you know is, All right, well, I got to go do this now, so can you give me a call back later? And you almost shoot yourself in the foot because you took so long to get to where you needed to go and now they have something to do or they have family come over, something else happens or now they have to get off the phone. And you haven't even got to a quote yet.
00:46:15:12 - 00:46:20:04
Always. That's why you have to have a recovery question to shoot from your hip every conversation.
00:46:20:10 - 00:46:45:08
And then and and then make a so she'll say that pretty much anywhere like I could talk to you all day. Let's get back to what you qualify for. But I guarantee you Mika will do it. If somebody's rambling like and rambling for like 3 or 4 minutes and you're barely past the intro, she's definitely going to interrupt a little more abruptly. Yeah, because, because she has to figure out is this person even like actually interesting or are they just.
00:46:45:19 - 00:46:48:07
You know, is there money here or not? Yes. Yeah.
00:46:48:09 - 00:46:48:24
Some people pick up.
00:46:49:01 - 00:47:09:16
The phone this time. Want to know tell all the time. And a lot of people are like, Oh, I'm just trying to get my talk time. Don't waste time on the no yes is literally leaving their house and they would have paid you with the checkbook. Don't waste time. Want to know your sale is going to come. You want as many touches as you can get throughout the day. The buying signals are important. Y'all have to learn to listen for.
00:47:10:21 - 00:47:11:13
00:47:12:09 - 00:47:12:24
00:47:14:15 - 00:47:16:01
Sorry. Sorry, Nikki.
00:47:16:14 - 00:47:45:12
Oh, I was going to say, just everything that we went over about the report and stuff that was just basically like beneficiary and around health. It's not like in the intro to be spending, you know, ten minutes just yakking on with someone. You want to throw a time limit there and make sure that you keep it around. Five. Grant has in his presentation 5 to 10 minutes. You know about report building in total. So just want to keep it limited and around the around insurance and their family.
00:47:47:00 - 00:47:57:08
Yeah, because I would always rather build rapport after I'm starting to ask questions about like who the beneficiary is and things like that. If I can't get the name of the beneficiary. You guys know, I've said a million times, I'm going.
00:48:00:12 - 00:48:03:20
Okay, Ernie. I thought I had the fastest hang up button in the West.
00:48:05:14 - 00:48:16:08
I don't know. Lexi does. I actually say bye, but I actually do say bye. All right, then. I don't think I'll be able to help you today, but it was wonderful talking to you. Bye bye.
00:48:17:16 - 00:48:29:13
No, but you'll have these people who love to talk to you. And as soon as you mention a plan or what they want us to. Oh, I'm really sorry. I got something I got to do. I got to let you go. Bye. Like most of those people.
00:48:31:03 - 00:49:02:17
They probably can't afford your product, but they like the experience of being sold something and that pampering that it provides. It would be like me driving up to a Lamborghini dealership wanting to test drive. Ain't no way in hell I could afford a Lamborghini right now, but I would like the experience to sit in one and drive one and to be pampered for 30 minutes or so until the dude. Not my credit score, but like, checks my check like runs up, runs a check on how much money is actually in my bank account. You know what I mean? So it's the same principle.
00:49:02:19 - 00:49:42:09
People like being sold something. Um, a lot of people that'll go off on random tangents and stories and stuff like that you want to figure out. Like, for me, I build like a little rapport in the very beginning just to get them to like me right off the spot. So they're willing to kind of go into the fact finding a little bit. Then I figure out if there's a sale to be had there in the first place, if they have a need. And if there is, I build more rapport. Then if you're 30 minutes in and you haven't asked about what they're looking into, cremation, funeral or anything like like they're why if you're 30 minutes in and haven't figured out a why yet you've messed up somewhere around the 5 to 10 minute mark.
00:49:42:23 - 00:49:55:12
Yeah, Yeah. If you're 30 minutes in, I'd be like, What are you doing? I'd be coming to the room like, What are you doing? So Zach's a salesperson. The next time he goes the Ferrari dealership, he's going to bring me because apparently he can convince them to drive any car. So I'll go do that.
00:49:56:23 - 00:50:00:16
No, they probably wouldn't let me in the door, but, you know, I could always try.
00:50:01:05 - 00:50:31:06
I don't need the car. I just want to drive it for a while, that's all. So I'll definitely go with something. All right, guys, um, this was a really good session. Uh, I do like the coach's corner and, like, throughout the week. Guys, if you want to shoot me a text, shoot any of anybody, a text. If there's specific topics you guys want to cover. Um, because I like real world examples big time. Like, I'll take I'll ask Mika. I'll go like, if you guys give me this topic Monday, I'll get Mika's recordings. I'll get my, I'll get Lexi, I'll get all the people that are talking anyway and I'll have this prepared for you.
00:50:31:08 - 00:50:33:09
So it's like, you know, just savage training.
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