Updated: Apr 15
Watch the Full Video Here: Keeping Clients on the Phone Round Table Discussion
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Uh, good morning, everybody. We had a pretty darn good day yesterday. Um, so I got a couple topics. We're going to go intros over intros right after the flowchart. Uh, Josh, Zach James. And I think the only one that we didn't show this to is Justin yesterday. This was made, and it was a while back. It was actually made. But then we added American Homelife Patriot to our roster. So basically this became useless.
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So yesterday we, you know, decided to fix it because a lot of people were happy about it and liked the simplicity of it. Um. So you guys have seen these before, I'm guessing. And school flowchart.
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Yep. Okay, Awesome. So I just broke down. So Lexi and I worked on this. Nikki helped. There's a lot of people involved. Debbie helped us. The first one. Um.
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So what I did is I just like the most common stuff that keeps happening over and over again. So let's say you have a stroke. You know, somebody mentioned stroke. You know, the very first question like it's more about and Lexie, really explain this. Well, to me, it's more about what is the next question that I have to ask? Because if I say, oh, you do have diabetes. Yes. Okay. Do you have COPD? I don't really care about the diabetes. Like almost none of the carriers care about diabetes just for the sake of diabetes. They care about the other problems that it causes.
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So, you know, that's never going to be the real question. So like, let's take diabetes. Um, the very first question that I was taught most people should be taught is like, oh, have diabetes. Okay, have you ever taken medication for neuropathy? Not and gabapentin Lyrica because that will tell us that, you know, they have what do they admit to the neuropathy or not if they have diabetes and or taking the road and gabapentin or Lyrica they will certainly go be a yes and then you can get them a prosperity level if that's the case.
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Um. If. If the answer is no, then the really. Have you taken insulin prior to 50? If that answer is no, then it's pioneer preferred. If that answer's yes, it is Patriot preferred. I pretty much for the most part, guys, I pretty much eliminated almost all Gerber's on here. Think there's 2 or 3 instances of Gerber current cancer Alzheimer's dementia diagnosed in the last two years and oxygen and daily living activities. And that's really the only reason that Gerber should be written.
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And I want to fly through this without explaining is there any questions on how this works?
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You can make one change on it. Ernie Sure. Um, for do they have CHF under heart problems? If it's under two years of treatment, they don't have to go. Gerber They can go. Prosperity modified as long as they haven't used oxygen in the last year and they haven't been in the hospital in the last 30 days.
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Prosperity modified will take CHF as long as those other things are met.
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Prosperity modified. No hospitalizations or.
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No hospital in the last 30 days and no oxygen use in the last year. And you should be good to go with that.
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We're less year.
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Or depending on like price is an issue. You want me to put what, like prime term or prosperity modified? Yeah. Okay.
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I mean, prosperity modified isn't the cheapest thing in the known universe, but it's still better than Gerber because it assumes the client pays for a whole year.
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Prosperity lightened up on their blood thinners.
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No, no. They still suck.
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They say blood thinner. And I'm like, that's not. I mean, this should be approved, but it won't be. So I try to go to another company.
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That's the only downside to the CHF, because if they have CHF, most likely they're going to be on some sort of blood thinner. Nine times out of ten. I've seen blood thinners with CHF. They just have to be on it consistently for two years with no changes. Right?
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Well, if the blood thinner usage is inconsistent, it won't be a decline. They just will offer them modified, which they would be anyways with CHF.
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Okay. I'll make that change. This is a I can't change it in this file. Um.
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And then guys like this, like, I really think this is really helpful for a lot of people because our goal is like, we have to right 50% pioneer throughout the year to get on the trip, which we will be able to do even with this. But like this, like I find this very helpful like for new people wish had something like this like how long was the cardiac event if they don't have congestive heart failure? Boom, you're all the way over here. Now, if that heart attack was there's so many things here, it's like, okay, less than a year standard.
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Somebody's drawing on it. That's cool.
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What are you drawing? Who's that?
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All right. So less than a year standard, but more than a year now, they all if it's more than a year ago, every single person should be getting a media coverage.
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And standard plus for the most part, guys. I mean, you correct me if I'm wrong, but I see almost zero reasons to ever write a standard plus.
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Come on. There.
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One of my favorite parts about the flowchart is if you scroll down.
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Over there to the right. You have the names of the companies that will accept which forms of payment and then also the name of the companies that you have are carriers over there, Pioneer, Patriot, Prosperity and the prime term. And it shows where they're not available.
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That's possible. We've all fallen into the Pennsylvania trap, so. Damn it.
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So where can this chart be found?
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So I'm going to put it on the the goat training site. But also I emailed it, but I'm going to make just because that's going to be I'll put the change that Zach just recommended because that's true. And then I'll distribute it to whoever wants. If you guys want to drop your emails in the chat after I make that change, I'll copy and paste and just send a message. Email.
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Is there any way you could pin like put the PDF in the group and pin it to the top? That would be easier for you and you don't have to send like 30,000 emails.
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Oh, look at Zach. So smart.
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But I did it mean I just. Maybe I'm the dumb one, but I never like Nikki tried to pin it in our chat and that doesn't open properly. So I don't know how. Maybe Nike does it open properly for you.
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Yeah, it opens properly when you click on it the right way. You just got to click on Link.
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Click on the link.
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Okay, This little chart is. The little blue guy.
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It just takes me to log in to something.
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But yes, I can. Nikki. Do you mind if it's download on your phone? Can you pin it to the telesales chat too? Yeah. Okay.
00:07:56:01 - 00:08:30:04
So, you guys. So what I did in the home office, I just printed some out and then handed them out. If you print it out, it's definitely very helpful. It'll be. I'm not saying don't read your agent guide and don't learn the underwriting, but, you know, if in a in a pinch this will work really well, especially if James mentioned if you know, an SBC's not available, nobody is, you know, immediately answering your questions on GroupMe. This will be a life saver. It's like, okay, well, it's stroke, okay. You know, and I put at the very top, this is a big thing that Josh and Zach covered with Nikki and I.
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It doesn't. All we're looking for when you're doing underwriting, which I think is confusing for a lot of people, like I'll hear somebody say, Oh, they got blood pressure. They had a stroke four years ago. They had a heart attack six years ago and they are diagnosed with arthritis. So the only thing you're looking at is the worst possible thing that they said. So in that situation, like it's over three years for the stroke, it's over three years for the heart attack. They don't care about arthritis. It's preferred. Hopefully that makes sense because I'm only like if somebody says, Oh, I'm on oxygen, I might ask them a couple additional questions like, Right, how long have you been on oxygen? And after that question, I know what they qualify.
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And the only reason I'm asking any health questions after that is I don't want them to feel like they've been pigeonholed and like, oh, all year, I'm not going to. I've heard people believe me. I've heard agents say that, Oh, you're a Gerber. It's like, don't say that to people. So so I'll ask them a few extra questions and then I will, you know, qualify them. You guys do that as well? Hopefully you do. Because if they don't, you're going to. You know, people are going to be like, what? That's it. Like, Yeah.
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Yeah. Ask all the questions regardless.
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And let's do it.
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I do it just to show that I've been doing this for a while. Like, I'll listen. Medication's off the top of my head, stuff like that. So that way they'd be like, Oh, this person has some idea of what they're talking about. I'm not talking to someone who's brand new. Like the health is almost my way of showing, like asking the health questions and showing how much I know about it is almost a way of me kind of like building that credibility of, Oh, I've been doing this for a while.
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Up an example of that. So let's say the person did say they're on oxygen and they just it was six months ago, you know, they're Gerber. So what's that saying? It's like, okay. What? I mean, at that point you can you can be very casual. Like what else you got going on. Oh, got blood pressure. Okay. You're taking like lisinopril amlodipine and they're like oh this in April. Oh my God. And then. Oh, okay. So I'm on a water pill. Okay. Is it hydrochlorothiazide for Osama? It's for Osama. How did you know that? Believe me, those little things really turn the people's brains and be like, Okay, I'm dealing with an expert.
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I should be able to trust this guy more because who what scammer is out there studying this all day?
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You never know, Ernie.
00:10:57:17 - 00:11:01:06
Yeah, well, whatever. That's. That's what they might say. Yeah.
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I'm just. I'm just messing around.
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It's like I'd be like. Sometimes you do. That's the first thing I would say.
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I've said that to the people before. I'm like, Mrs. Jones, if this is a scam, as at this point, I might as well just sell insurance. If I've taken the time to memorize all this stuff.
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And that works sometimes that's like my that's my last ditch. Like, listen, come on, let's get real.
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All right. So I got.
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A really good scam. A good one.
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All right. And so I will. Yeah, we'll distribute this and figure that out. I'm going to people that did drop their emails. I'm going to copy those and send them, um.
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All right. So I'm going to stop this share.
00:11:55:20 - 00:12:09:14
Okay. So does anybody have. I'm glad Sam's always participating. She's always in there first, so. Intros. I'm sure you guys all know that. Like, getting through the intro is like, one of the most important parts of the presentation.
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Thank you, Sylvia.
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Does anybody have any advice for Sam? Like. Like I wanted to start like General and then more specific, like for intros.
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But getting through the intro and moving to the next stage where you're actually telling them that you're going to help them and how you're going to help them.
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You got to sound like. Oh, sorry.
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I was just asking if he had a mirror on and stuff.
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I do. Maybe. Okay, good.
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It makes a huge difference.
00:12:47:15 - 00:12:59:11
Okay, That's. Yeah, that's general. So that's, like. So that you can actually, like, be smiling and, you know, even, you know, you for smile will still make you happy. So, you know, just, you know, try that.
00:13:01:02 - 00:13:24:20
Well, Kenya has a great thing in the comments you have to expect on the call that they are going to give you pushback. Expect if they don't give you pushback that you got lucky or like something's wrong because like you need to go in expecting that they're going to give you pushback every single time and you have to be prepared for it. Also, if people read the same script
00:13:26:09 - 00:13:36:10
to varying degrees, like 1 or 2 degrees off, but earning your scripts not too far off from Justin's, which is not too far off from because like, people generally read the same style of script.
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The same leads. So the only thing that really separates people is tonality and how prepared they are to handle a rebuttal.
00:13:47:24 - 00:14:21:12
So it really comes down to those two things and making sure you have those rebuttals memorized like the back of your hand. Like I remember I don't know if he's on the call, but Griffin, when he was in office and telesales south, it was the craziest thing I'd ever seen. Like when I was in New Agent, I was like enraptured, and he would just come into the office and be like, All right, hit me with an objection. And then we would hit him with an objection. He respond, All right, another one. All right, Another one. All right, another one. And then he would just drill them down until he knew them like the back of his hand. Instantly he could give a response no matter what the objection was.
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And that's just muscle memory. Guys like. Like he's not really thinking hard about what he's about to say. Always, always hearing his keywords in those keywords trigger a response in his brain that he's just going to say these words every time he hears those words.
00:14:40:15 - 00:15:12:15
And tonality. Yeah, that's that's the number one thing. So my intro like I'll use and just looking at a name, Dustin Burke. It's like, Hey, Dustin, how's everything been going out there in Vero Beach? They're going to be like, Good, you know, you can use that right there. You can use it no matter what they say. You can use it if it's, you know, terrible or, you know, just, you know, hopefully not terrible. Well, hopefully can make you a little happier here and then like really do it more casual, but like, hey, it's like, hey, Dustin, how's everything been going out there in Vero Beach? Oh, pretty good.
00:15:12:17 - 00:15:39:23
Well, that's good to hear. So my name is Ernest over here at Senior Life Services. The reason for my call is you had spoken with one of our reps about state regulated life insurance programs for the state of Florida. My job is to go over those benefits with you and also answer any questions that you have. So I'm going to confirm this info first. So I have you at one, two, three Main Street. Always go left to right in the city of Vero Beach. Yes. Okay. Have your birthday is 1222 1950.
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And I understand we're looking for about $20,000 in coverage and understand that's going to go to your wife. Is all that correct? There's nothing in there that they should be able to push back that hard. I always had a rule and just like I don't want them talking too much until at least the information is confirmed. So that should help you a lot. Same like I don't care what they say until I've confirmed that information because that's the only way I'm going to differentiate myself from an actual telemarketer. And mean that's what we're doing because we're selling over the phone.
00:16:12:22 - 00:16:30:16
So we're telemarketers. But that's going to differentiate yourself and let them know that they did request this regardless if they remember or not. Most people are not being given a bunch of information or getting a bunch of information if they're calling random. Yes, Pops. 60% of the time. It works every time.
00:16:34:10 - 00:16:36:14
Oh. Thought. If you're not impressed.
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Actually had those. I had those socks on yesterday.
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The panther socks. Wanted to show them to you.
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Any other, like tips mean that that 100% objections. And I was telling some of the other day in the intro. Please don't memorize super long rebuttals, because that is that's not the time for like a clever, well thought out rebuttal. That's the time to ignore them in the beginning and move on. The rebuttals are for Ernie.
00:17:09:14 - 00:17:11:05
Ernie, can you elaborate.
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On that a little bit for for somebody that might be newer? I think that's a great point.
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Let me actually because I heard a couple people and these these.
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Let me pull this up.
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Okay. So if I go to.
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So all of these. Uh, rebuttals.
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But what I'm going to elaborate on is like, how does he get my info? Or I'm not interested? It's like Harry, Bob, Nobody is really interested in thinking about, you know, insurance or their death, and it's boring, but it might benefit you to listen to this one. Let me ask you a question. Like if you're able to say it that way, that's not that long. But like, I'm not interested. It's like, yeah, that's okay. I'm just going to verify the info. That's I'd be more like that. Like I'm going to verify this info, I'm going to verify this info constantly because if I can get them, if I can get them to confirm and ask them some questions, they have no choice but to answer because that's how people are wired.
00:18:11:08 - 00:18:13:20
Mm. And where is this?
00:18:14:16 - 00:18:17:06
Uh, you can find this on the goat site, too.
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So it's just the greatest of all teams. Backslash goat team only. And then it'll show a sign up, and then you can just sign up.
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And get all that stuff.
00:18:30:22 - 00:18:53:03
This is just a bunch of stuff that I put together over, like a year and a half. Uh, you know, there's some. There's like, this is the last one that was updated for the call reviews. This is one of companies sales. These are a lot of sales here. Some of these are not sales. And some of these are actually. And Sam, actually, I mean, if you really want to, you could probably go to. Um.
00:18:56:10 - 00:19:02:01
I think there is. Several introduction trainings in here. Okay.
00:19:04:22 - 00:19:11:05
Like this is. Just listen to my calls. This is some other calls. Um. So, yeah, there's a lot of useful information on here.
00:19:11:24 - 00:19:12:24
Yeah. Thank you.
00:19:20:10 - 00:19:37:04
Any other advice for Sam? Or like some? It's not just for Sam. It's for all everybody. Because I wasn't real good at this either. I was like, Oh, those people are like, when I first started, I was like, These people are mean. Like, Oh, how come they won't let me confirm it? If they want this so bad, it's because they're people and I have to get past the initial objections.
00:19:38:02 - 00:19:39:15
So that I can move on.
00:19:39:19 - 00:19:49:23
I got one more piece of advice, and I know, Max, you raised your hand. I'm sorry, but, um, when you're. When someone gives you an objection in the intro and you respond with a rebuttal, don't pause.
00:19:51:15 - 00:20:20:11
Like if you. If you pause there, you're dead. You might as well just hang up the phone on yourself, because they're only going to do one of two things. They're either going to give you another objection or they're just going to hang up on you. So as soon as you handle a rebuttal, you have to take control right back by either asking another question or just keep going on the script. Because if you leave a pause in between you handling the rebuttal and continuing doing what you're doing, you're you're, you're done at that. At that point.
00:20:20:13 - 00:20:46:09
I have a quick question. So we're on B, I'm not sure about you, Sam, but a lot of mine, if they're Web contacts, they have no information. So it gives us nothing to throw out there, no beneficiary, no birth date. Um, I would say 40, maybe even 50% or like that. So how do you wing it when you have absolutely nothing?
00:20:48:09 - 00:20:49:08
Does that make sense?
00:20:49:10 - 00:21:20:01
Yeah, I can answer that. I was actually talking to somebody yesterday about that. So you're at least going to have an email like you're you're talking about web leads and there be leads most likely because the new web leads and leads generally have more information in them. So that should kind of filter itself out over time. But I so I do the same thing. My intro is just going to be slightly different. All intros are going to be slightly different. Like you recently spoke with somebody is in a lead. That's the only line change or you know be lead.
00:21:20:03 - 00:21:28:13
A while back you spoke with one of our representatives or you know if it's a lead a while back you were online. I just say that because that's just all encompassing and it's easier.
00:21:30:22 - 00:21:35:01
Uh, hold on. Sorry. So let me see that.
00:21:39:23 - 00:22:13:05
All right. Um, so, yeah, I still confirm the information. So this is the trap that I see people falling into there trying to get that information, like immediately in the intro. So don't do that. Confirm the information. Like, okay, have your email is Ernest coles.com and then just go right into so we're a consultant or however you guys do it in your script so we're consulting firm which means like assume their participation in the wholesale. Does that make sense? You can be like, Yeah. So like we're consulting firm, which means you represent our clients and that one particular company.
00:22:13:07 - 00:22:41:15
So our goal is always to figure out, you know, who specifically will give you the best rates and benefits You with me on that? Yeah. And then, and then they'll and then they'll, they'll either say yes or no if they're with you. You don't have to get all that information until health like you can talk about. Your only thing you're going to talk about is who's your beneficiary. Okay. So your wife, what's her name? Okay. And then and then you're going through everything. And when you get to hell, that's where it's very easy. All right, let's start with the basics. What's your date of birth? So in that.
00:22:42:01 - 00:22:53:10
Right, it just is hard to break the ice when there's nothing there but a name and WB you know it's just so I was just curious so and.
00:22:54:01 - 00:23:26:01
I think the reason we all started doing that just to give you an idea. Is. I know a lot of people have heard this story a million times, but is because that's the only thing that's ever worked on me. Um, and so when, like the years ago, I had termites in my house and I've told that story a bunch and it was always just an aha moment for me because all I put was my name, phone number. And then I happened to put the square footage of the house. And the amount of bunk you would think.
00:23:26:07 - 00:23:58:19
I don't know, considering what we do for a living. But the amount of phone calls that I then got based on that request, um, from people trying to sell me termite protection and I realized I had one of those like out of body moments where I realized that I was our clients because I was working here where I was. I felt terrible when I realized it, but it's just a good thing. That's what our insurance say. It's a gut reaction and my gut reaction when I get caught off guard with something that I know is going to cost money.
00:23:59:21 - 00:24:31:18
Is. Oh. Already took care of it or didn't request that or. Nope, that's not me. When in reality, there's frass. Which for anyone that's had termites, you know that that is the telltale sign of termites. There's froth coming out of the ceiling in the room that is about to become the nursery for my unborn son. And so my sole motivation should be to eliminate the thing that will destroy my house. But in the moment, people calling me and saying that just throw me off guard because I'm not prepared.
00:24:31:20 - 00:25:08:03
Vicky put it, you know, and they're basically saying like, don't know who's calling me. But because of the business that I'm in, I get phone calls from random numbers all the time. And when I think it's an agent and then all of a sudden it's somebody random, it's there. And the guy that got the business, I have no idea if he was the cheapest, no idea if he was the best. The guy that got my business was the guy that just didn't matter what I said to him. And that's what I was trying to help Sam with in the beginning was. Everybody else just accepted my excuses and they hung up on me. I've never hung up on a telemarketer in my life and most people my dad has, so I know those people exist.
00:25:08:05 - 00:25:39:01
I watched him do it, but those usually aren't the people requesting it. Most people won't. And so that was my aha moment was you're just you're just trying to get somebody to say yes, right? If you've ever seen the movie Boiler Room like in Boiler Room, Ben Affleck goes, If you were drowning and threw your life jacket, would you take it? Guy goes, Yes. And it goes, okay. And then just ask another question like it was just to get them to to, you know, because if you ask somebody a question. Most time psychology says you've got to answer that question.
00:25:39:03 - 00:26:10:03
And so when somebody's trying to give you an objection, you say, I'm so sorry. Just need to verify some information. They'll say, okay, even if you have no information to verify, and then it gives you permission to ask another question. And so that's all this guy had was my name. And then and then he just goes, I completely understand. Mr. Will, you sound like a very busy man. I only need 30 seconds of your time. Let me ask you a question. And without even realizing what I was doing, said. Okay. And ten minutes later. I'm still at work.
00:26:10:05 - 00:26:40:14
And he just was basically like, All right, so I'll see you at 530, right? And then he shows up and I'm like, okay, well, now he's here. And next thing you know, he got the business and, you know, got one of those circus tent put on my house. And thank God I did, because if not, termites would have eaten it. So just tell that story. To just reiterate, if you can understand your mind, really all you're trying to do and that's what Ernie was saying, is no matter how little you have, you're just trying to get them to say yet who allow you to ask another question? And all you're trying to do is interject and get them off of, oh, my goodness, a stranger to call me.
00:26:40:16 - 00:27:07:22
I don't I don't know who this is. I don't know why they're calling. And I know they want to, you know, purchase something. So I know they're trying to sell me something. And so you're just trying to break the ice by getting them to just start answering questions, whatever they are. And anyways, that's everyone that's ever sold me anything. That's how it ends up happening. So and then the ones that don't tell me what they should be selling me are the ones that just don't ask me any questions and let me dictate the flow of the call.
00:27:11:00 - 00:27:43:17
Yeah, kind of want to go back to that. Like what Zack says, you have to ask a question or you have to follow up after rebuttal. It's all all you're doing. Assume the rebuttal worked and then move on to the next stage. I was listening to somebody yesterday was, uh, basically they handled a rebuttal in the like right before the close. But then, like, I would just I just came off mute and I'm like, You have to ask for the clothes now. You have to continue. If you don't continue, then yeah, they're just going to be like, just sitting there like, Oh, isn't he supposed to, you know, proceed.
00:27:43:20 - 00:27:52:17
That's what I'm expecting. And if he doesn't get that, then you can be like, okay, maybe this guy doesn't know what he's doing. He starts doubting him, doubting you, and then all of a sudden he's off the phone.
00:27:54:07 - 00:28:12:08
But Ernie, think that goes to the fact that you have to have a controlling tone toward the end of your presentation. You have to be friend, business partner all the way out to the end. So you have to have that tone and it has to be a switch that happens for you to really carry out the clothes all the way.
00:28:14:15 - 00:28:46:19
Make it make a doesn't. I can tell you right now Mika doesn't really get hung up on in the intro and I don't either like not not very often if it is like whatever. But yeah, it's very controlling in the beginning. Very like. Like I have a job to do and I'm doing it so mean. Like it's not really up to you that I'm like, I have a job Like my, you know, my job is to go over those benefits with you and answer any questions that you have. So it's really clear that they have to be part of that. And I have a job and nobody wants to prevent somebody else from doing their job.
00:28:48:06 - 00:29:18:19
So something I hear a lot is a lot of. I'm sorry, honey. One more thing. Something I hear a lot is questions. When people get toward the clothes, you're like, Well, here are the amounts. Now, would you want to look at one of those three or do you hear something in those three? That sounds good. Listen, I have a very my my presentation is the same for everyone. So as I'm in my clothes, I'm making statements, not questions.
00:29:18:21 - 00:29:54:15
I'm not asking the client to give me permission. I'm just assuming that they're buying from me. So I say things like, out of those three, which are we leaving for your beautiful daughter? Whatever her name is, I'm asking them, Hey, go grab a pen. I will. Hold on. While you do that, I want you to have my information. So when do you speak In that type of way, the client automatically feels like, hey, wow, she do this all day? She knows what she's doing. I can trust her and be they feel like, okay, let me go do what she asked me to do because this is a real business event.
00:29:54:17 - 00:30:11:21
This is something I'm taking important and serious for my daughter. So there are little words and little tonalities that can happen even if you're not the best closer. If you are just the best controlled speaker, you will win eight out of nine times.
00:30:18:17 - 00:30:49:24
And I want to add on to asking a question after giving a rebuttal in the introduction. The question that you're asking is not pertaining to the objection that they gave you. The introduction is not the time to validate if an objection is real or not. That comes later on in the call on the fact finding. So if somebody tells you, Oh, I already have coverage, you don't hit them with the rebuttal and then say, Oh, well, how long have you had the coverage? What kind of coverage is it? It's not the time to do that yet. You want to ask like, okay.
00:30:50:01 - 00:31:00:07
And I see here that your daughter is going to be your beneficiary. She's going to be the one paying off all of your accounts if you were to pass away. Is that right? And you want to get their mind off of the rebuttal that they gave you.
00:31:05:05 - 00:31:11:20
Yep. 100%. Maximus, you had your hand up for a while. Nobody. And then what, Kenny?
00:31:12:20 - 00:31:43:24
Yeah, I was just going to say, like, the importance of, like, being automatic with the rebuttals. Like, were you and Zach were saying, like, I noticed when I first started out, when I was hesitant and there was kind of like a pause, like right before the rebuttal and the clients kind of like sense that over the phone, you know, it's like an automatic hangup. But once I started becoming like more automatic with the rebuttals, I was surprised at how many people actually just stay on the phone if you're automatic with it and you just go through with it and they're like, Oh, okay, this guy actually knows what he's talking about. And and they're actually more likely to stay on the phone.
00:31:44:19 - 00:32:14:08
And if you're not that comfortable with all the rebuttals yet, the one that worked for me like for anything is the I understand my job is just to get you all this information in the shortest amount of time possible and then you can make a decision on your own time whenever you're ready. Like that one could literally be applied to anyone. Like if they say, I have insurance, I'm busy. I don't recall. I'm not interested. You could use that one for any of them. Um, so, yeah, just being like automatic with the rebuttals, having it in your head and, and just like, not pausing, like, not hesitating after the rebuttal and just going straight to the fact. Anything.
00:32:17:13 - 00:32:34:02
Yeah, it's just it's just a quick I mean, just call it like a quick blow off like that. Like if you've been at this long enough, you're like, okay, they're all nonsense. That's how I look at it. They're all nonsense in the beginning because that's just human nature. And that's okay. That's not they're not mad at me. They're just mad at the situation.
00:32:34:16 - 00:33:01:23
You you got to view it almost like this. The intro is you or is you vying for your client's time. And then the fact finding is the client vying for your time. Like you need to do whatever it takes to get someone through the intro because no one's going to tell you any sort of truth in the intro. I don't believe anyone's going to tell you anything. That's true. In the first like 2 to 3 minutes of a phone call. I will not take anything the client says at face value.
00:33:03:14 - 00:33:37:02
I do that in the fact finding. So when I start fact finding building rapport, then I have the right to ask some more personal questions. Once I get them to like me, then they'll probably be a little more truthful with me. And then we can make a determination. But everyone you need to get through the fact finding, especially like, I'm going to go on a little tangent here, but I thoroughly do not understand why an agent would set an appointment in the intro to call someone back. That's almost irresponsible because you don't even know if you can help that person or not.
00:33:37:09 - 00:34:09:01
And so honestly, those people probably aren't going to pick up when you call them again. But also you didn't verify any info. You have no idea if this is something that the person needs or something that they want or anything like that. So you want to make sure that someone is worth spending your time on before you set that callback. So like, Oh, I'm busy, give me a call back. I've sold a policy one time to a dude. I heard hammers going in the background. He was at work during construction. I'm like, I know worry man. It's only going to take a couple minutes. 15 minutes later, we got the sale.
00:34:09:03 - 00:34:40:09
So it doesn't matter what they say in the intro. They're busy. Whatever. Hey, no worries. Just need to verify a couple pieces of information and then just keep going. No matter what they say to you in the intro. Your job is to get them to the fact finding and to the presentation I saw. I did an article one time with a dude who was a barber cutting another dude's hair. You could hear the clippers going in the background and I had that dude on an optical. So it wasn't a fun optical, but it was a it was an interview.
00:34:40:22 - 00:34:47:15
But yeah, people if it's important enough to them, they'll make time for it. But you got to get through the initial pushback.
00:34:49:12 - 00:35:06:11
And that person was actually busy. So when people tell you they're busy, it's almost always nonsense. You hear the TV going in the background, they got time and B and B is controlling as you want to be in the intro. Like me, Mika will tell people, Why don't you get up and turn the TV down and I'll wait right here.
00:35:07:14 - 00:35:11:00
Yes, they TVs are so freaking loud.
00:35:12:08 - 00:35:25:08
And the thing is, if they got Mika, correct me if I'm wrong, if they get up and turn the TV down. I bet your sale close rate at that point because they're now compliant with what Mike is saying is like 80%.
00:35:28:16 - 00:35:29:10
You can't do it.
00:35:29:12 - 00:35:31:15
Like turn it down. No. Got it?
00:35:31:20 - 00:35:38:23
Yeah, exactly. Like, Oh, you're going to get up and do that. I got this. Okay. Sorry. Remember? Go ahead, Lexi.
00:35:39:00 - 00:35:45:03
You said you can probably hear me a lot better without that TV in the background, so I'll wait right here while you go turn that down.
00:35:45:05 - 00:35:46:00
00:35:46:18 - 00:36:02:01
The TVs are blaring and then they're not rude about it. You know, they're like, oh, yeah, I'm sorry. Let me go turn it down once they turn it down. I know. Got all their attention, everything. So it's just part of being controlling your speech, that's all.
00:36:03:10 - 00:36:05:09
Now, what kind of you've had your hand up for a while.
00:36:07:22 - 00:36:44:18
Yeah. Hey, I wanted to mention what I do when I don't have any info or when I get an inbound call. Like, I'll just be like, Hey, my name is Kenia Pujols. I'm a senior benefits coordinator here at Senior Life Services. How are you? Oh, I'm fine. Good. Have you ever purchased from senior life Services before? They normally are like, No. I'm like, okay. Well, I'll tell you a little bit about a senior. Life Services has been in business for 43 years. We maintain we maintain an A-plus rating with the Better Business Bureau because we not only help you set up your coverage, but we also help your family.
00:36:44:20 - 00:37:16:21
In the end, we work with different top A-rated carriers. They're all great. Some of them are better than others for certain folks, depending on your health. And that's what I do. I find the one that works best for you and will give you the best benefits. And then I start reading the, um, the whole life insurance policies regulated through the state. And usually by that time they're like more calm because these ones that we don't have the information for.
00:37:16:22 - 00:37:30:23
They're like not really understanding what they're there for a lot of times. So that really kind of helps them out a lot to just break the ice and trust you a little bit more and tell you a little bit more.
00:37:36:02 - 00:37:37:21
There. Were you here When did that?
00:37:39:12 - 00:37:43:14
Um. I think I was. That was that.
00:37:44:18 - 00:37:48:04
That Grant can do. Grant can do the entire call for memory.
00:37:48:06 - 00:37:53:11
Probably What? You did that when we were in the probation office, right?
00:37:53:23 - 00:37:55:19
I can't remember. Just remember.
00:37:57:05 - 00:38:00:21
Yeah, Because you were part of the Splish Splash Branch.
00:38:00:23 - 00:38:17:00
She goes, Oh, honey, I'm in the tub. And said, okay, we'll just you sit back and relax and enjoy yourself. Just got a couple questions for you. And and then when asked her to get her checkbook, she goes, Oh, hold on. Gotta put my robe on. And then, yeah, think she dropped the phone and it was a mess. But, I.
00:38:17:05 - 00:38:19:07
Mean, she didn't drop it in the water. You're good.
00:38:19:14 - 00:38:51:23
I've been dial in trying to get somebody answer the phone. A few answer. I'm not letting you off the phone. Exactly. That's the mindset I've always had. Like you like. And that's the. That's the is weird as it is. That's why the advice I give people is, hey, go get hung up on twice. Not like right out of the gate, not like hi Miss Jones and it's quick but you know it's it's the don't let them you know. Because my inclination was, Oh, I'm so sorry to disturb you in the bath. But like, she answered the phone, she wouldn't answer the phone if she was like, you know, meditating.
00:38:52:06 - 00:38:58:17
So, you know, she was just taking a bath and sold her. She's still a client, so it's great.
00:39:01:06 - 00:39:05:17
Is there at the. Hey, they're in a relaxed mood, man. Sounds like a good time to buy something.
00:39:07:12 - 00:39:15:24
Um, and I wanted to say so, James, did you always say, um. Mrs. Smith or like that, or did you actually use their first name?
00:39:16:14 - 00:39:48:01
No, I just. I'm obsessed with Miss Jones now. And now Lexi. And you're trying to get me a tattooed. So, no, always we first started was super proper because that's how I was raised. So I always thought it was like, you know, Good afternoon. Is Mr. Coles available? You know, Was that guy? Yeah, but it didn't take long for me to understand, you know, the the first guy that really learned a lot from and all that and watching, you know, old cartoon videos and stuff, it was, uh. That's when it shifted to, Hey, Ernie.
00:39:49:19 - 00:39:55:04
Because that's such a that's that's a objectionable overcoming question in and of itself.
00:39:56:23 - 00:40:28:05
Well, if I call any of you right now and was just like, you know, if I call Josh right now. From a random number and he happened to answer and was like, Hey, Josh, He'd be like, especially, you know, just knowing he'd be like, Hey, because you're you're human. Inclination is to not admit that you don't have this clear friend of your number saved. But it's such a derailing moment because I'm just sitting there instead of giving you some objection, I'm sitting there racking my brain trying to recognize your voice.
00:40:28:07 - 00:40:29:23
And why would I know who you are?
00:40:31:08 - 00:41:05:12
Yeah, go over that a lot. And James, you've heard me go over it. It's like I'm almost want them back on their heels and that's good to come back all the way back around to intros. So that's the only reason I say and I change that recently because I used to say, How's everything going out there and whatever city? So now I just changed it to it works better just to say, How's everything been going? Because as to James's point, that will further put them on their heels to be like, Who is this? They want them to be like, Oh my God, who is this? Who is this? Who is this? And then which allows me to get through my intro like, Oh, okay, I don't know this person, but it's I like what they're saying.
00:41:05:14 - 00:41:26:10
So, you know, I'm going to keep listening. Nobody wants it. Like even people on the street, like you guys have all been there. Every single person has had somebody say, Hey, Bob, how's it going? And you're like, Damn, I don't remember this person. I don't know this person. And then. They you know, you defer to them. You're like, all right. And that's all you're thinking about is how do I put this together?
00:41:29:12 - 00:41:43:21
And that's why ask James also first name like you're the expert and you're the one in charge. So using their first name is fine. Very, very rarely do you hear them say, I don't know, you don't call me by that. Usually people are just cool with it.
00:41:57:14 - 00:42:01:13
All right. Anybody got anything else that they want to cover? We got, like, five, six minutes.
00:42:04:21 - 00:42:39:04
Yeah, for the Internet, for the Internet leads where you only have those used to be my some of my favorite leads to dial. They still are some of my favorite leads to Dell because they actually requested the information. So like, I know that whenever I call them that they were at some point in time interested in it. So I just approach it with a very curious approach and like I'll go over the intro with them and I know that I only have their email address, so I'll just be like, Hey, when you did fill out the information online, you had put your email address as Elmo Street one, two, three at gmail.com.
00:42:39:06 - 00:43:10:08
But they, they missed the spot where you put your physical address. So anything that we do send you in the mail, I do need your physical address. What's your physical address? And just ask them a question and then I move forward with the presentation and follow the script. And then by then, by the time I get down to the beneficiaries, they're usually just giving me the name. And then slowly, slowly as you go down the presentation, you gather that information from them without them realizing it. So you're not really asking them for it. You're just gathering as you're going through the presentation.
00:43:10:18 - 00:43:25:23
But if you don't have anything to go off of in the beginning besides your email, I just simply asked them a question. Hey, when you filled it out online, it asked you who your beneficiary was going to be for some reason. Don't have their name down here. Who's the one that's going to receive the money when you passed?
00:43:27:23 - 00:43:29:13
That's another question I used to ask them.
00:43:30:05 - 00:43:34:13
And now they're helping Nikki do her job. So people like helping other people.
00:43:34:21 - 00:43:58:16
Right? And then and then I'm like kind of curious when I say it to I'm like, Hey, this was supposed to be on here, but I'm not seeing it on here. So what's your physical address? So I can get you on anything that you need to look over while we're going through this. And then they just like, Oh, okay, my address is just the way that I say it to where it's where they're like, okay, well, she just wants to know this. Let me just give it to her. And they just somehow give it up. You could try it. It works.
00:44:00:01 - 00:44:33:06
And that and that becomes a like that's like an overarching theme throughout the entire presentation because we we're trying to figure out how compliant these people are. Like somebody put in the chat, um, like asking why you're up, get the checkbook. Like I did that yesterday. She got the checkbook before I ever gave her any numbers. Like, I was like, Go get a pen and piece of paper. And while you're up, why don't you grab your checkbook? Because I do want to confirm that routing. And then that was the first thing we did, just because I'm like, well, mean, she's already starting to read it. And I said, What's the next set of numbers? And All right, I have the account number now.
00:44:33:08 - 00:44:52:23
Let's go over what plan I'm actually sending you. That's not a normal thing. But if they're already looking at it and reading me the numbers, then I'm not going to stop them. Because that's very compliant for somebody to grab a checkbook and a pen and a piece of paper. And she was 84. That's why I told her was like I was like, you know, I don't want you running around the house all day, so why don't you grab everything you need and, you know, come back to the table?
00:44:56:13 - 00:44:58:06
Uh, Lexi, you got a hand up?
00:45:01:00 - 00:45:30:15
I was just going to say also like another pro tip. Like if you go to US phonebook, it's basically like the yellow pages, like how Yellow Pages is now it's all online. And I do this for live transfers too. If you copy and paste their phone number in there, a lot of times it actually does pull them up. And even if the address is like an old address or something, you can verify like the city that they're in and it's usually still right or it usually actually is like an address that they used to have. So if anything, they'll be like, Oh no, that's where I used to live. I live here now.
00:45:34:01 - 00:45:38:03
Yeah. And for live transfers too. It's just like gives you like a little bit more information.
00:45:40:11 - 00:46:11:06
Another thing. Sorry. I'm sorry. Another thing that'll help is like, as you're asking questions, whether it's in the fact finding or in the close, you almost want to, like, drive the wedge. Start with like, the most generic broad piece of info you can verify, and then slowly, slowly get more personal because they're already used to you asking questions and giving you answers up here. So if you could get them used to that and that like role of you asking questions and them giving answers, the more personal you get, they're going to have less of an issue with it.
00:46:11:22 - 00:46:42:22
So it's like that's when like especially in the clothes, I'll start by just verifying the simple stuff already did, like their date of birth, their address. I'll re verify it just to get them used to answering my questions again. And then I'll go like, okay, state of birth beneficiary doctor Day of the month you get your name or like day of the month, you get your benefits, then banking, then social. So it's like I start really broad and then I go really, really personal because they're already used to asking your questions at that time.
00:46:47:16 - 00:46:56:05
Very, very good advice. General, to specific. Do the same thing with health. Like. All right. So I'm going to be I tell them I'm be very general and then if I need to get more specific, of course I will.
00:46:58:10 - 00:47:02:17
All right, guys, think. Good meeting. I don't know who's doing the numbers.
00:47:04:18 - 00:47:06:16
James. Justin Grant.
00:47:07:04 - 00:47:08:13
I'll be doing the numbers.
00:47:08:15 - 00:47:12:07
Okay. All right. Yeah. See you. Okay. You're in the conference room.
00:47:14:03 - 00:47:15:16
Cool. Well, good stuff, everybody. Yeah.
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