Q: Many more agents are selling over the Internet. How do they structure their presentation?
A. Internet selling is gaining in popularity. An expert in this area is Amy Pollock, a specialist with LTC Financial Partners. Here are her tips on how to present long-term care insurance in this non-traditional selling method.
Amy begins by reviewing the agenda and then starts the PowerPoint. Each bullet point appears one at a time, so clients cannot get ahead of her. She checks in frequently by asking, “Any questions? Does this make sense? Was that clear?”
When discussing care costs, she asks if it makes sense to “put someone else’s money under yours, to protect your own money” and then waits for an answer. She will not budge from that slide until she has a verbal agreement from both parties.
Plan design: On the illustration software, Amy then selects appropriate options. When the illustration is completed, she asks if they are in “a ballpark that makes sense for them” and waits for an answer. Once you get their price point, you can make any adjustments to meet their budget and then show them other companies in side-by-side comparisons.
Closing: “OK, all you can decide to do today is apply. If you’re comfortable and serious, then let’s start the process. If you apply today, you probably won’t be approved until late next month, perhaps later. It will take another 10 days for your policy to be printed and sent to me. When I send it to you, you’ll have 30 days to review it and make adjustments. If you change your mind, you will get a full and prompt refund. So, that puts us out close to three months. Can you decide by then? Does that give you enough time?”
First-call close: If the clients are ready to apply, say, “OK, here’s what I’m going to need: a list of medications, dosages, your doctor’s name, address and phone number, and one of your children’s contact information as a third party backup. I will call you back in five minutes to complete the application on the phone. I will FedEx everything to you with sign-and-date stickers and enclose a prepaid return FedEx envelope for you to send it back promptly.” About half of her sales are first-call closes.
Second-call close: She says, “How about if I call you in three days? All I ask is that you start discussing this when we hang up while the information is fresh. Then when I call you back, you will know what you want to do.” They agree on a call-back time. The subliminal message is that Amy expects a decision when she calls them back.
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