Summary
Highlights
Josh reports the previous day's new revenue at $18,844, with seven agents achieving over $1,000, including top performers like Chandler Bobo, John Patterson, and Holt Rushing. The training schedule for the week is introduced: Tuesdays will feature role-plays, Wednesdays will cover carrier training and product knowledge, and Thursdays will be Medicare trivia.
A scenario for a Med Supp rewrite is suggested where the client is unwilling to provide bank information for application submission. Clay is selected to role-play as the agent, with Dustin playing the challenging customer. The goal is to address common objections encountered during Med Supp rewrite campaigns.
Clay engages in a role-play with Dustin (the customer), where Dustin expresses interest in a cheaper Plan G, currently paying $215 with Bankers Fidelity. Clay proposes an Aetna Plan G for $230 with additional critical illness coverage, then pivots to a Plan N for $190 a month, highlighting its benefits despite small co-pays. The feedback on Clay's performance from the audience is overwhelmingly positive, with comments like '9.72 out of 10'.
The training emphasizes more assertive greetings, like "Who am I speaking with?" to lead the conversation. It also introduces the "hook"—a 15-second script to set expectations, explain the Medicare review process, identify areas of overpayment, and potentially cross-sell other products. This approach aims to transform transactional calls into comprehensive sales opportunities, overcoming objections upfront.
The session advocates for a more thorough fact-finding process, including asking about health (top conditions, medications), current premium and carrier, and spousal coverage. Additionally, a new "needs assessment" approach is introduced by asking about current coverage gaps (dental, vision, hearing) and retirement accounts. This helps uncover additional sales opportunities and addresses potential increases in Medicare Part B premiums due to 401K withdrawals.
Feedback for Clay includes the importance of clear communication and confidence, especially when discussing sensitive information like social security numbers or banking details. The discussion clarifies that while agents cannot accept direct bill payments, carriers like Aetna do. The strategy involves explaining the risks of direct billing (e.g., loss of coverage due to missed payments) to encourage bank draft. Trainers also advise against prematurely addressing price objections and encourage leading the close directly after presenting benefits.
The training provides strategies for overcoming customer reluctance to provide bank account numbers, emphasizing persistence and confidence rather than magic words. Dustin, playing the role of a reluctant customer, provides scenarios where he doesn't want to provide the account number. The trainers demonstrate techniques such as leveraging prior conversations, assuring data security, and explaining the benefits of immediate policy activation. Suggestions also include offering to find the routing number and allowing the customer to verify the company online during the call.
The session concludes with an announcement of new revenue goals, increasing from $5,000 to $6,000 per week for experienced agents, translating to an additional $200 per day. Newer agents are encouraged to aim for $5,000 per week. This adjustment is based on the team's strong performance in the previous month.