The Psychology of the Call- Important Things to Think About Before Making Calls
What You Can’t Do- 1. Make Them Care 2. Make them Healthier 3. Help Them Afford It
-Get in a quiet place without interruptions.
-BE YOURSELF- SIMPLY HAVE A CONVERSATION- Talk to the prospect like you would talk to your friends- Don’t change the way you speak or try too hard to sound professional- this makes you come across like a salesperson and NO ONE wants to talk to a SALESPERSON! SLOW DOWN your speech and speak clearly, don’t speak too fast or you will sound like a telemarketer!
-BE ASSUMPTIVE- They already bought the coverage in their own heads when they mailed the form back to you so assume they want and need the coverage.
- These people went to a lot of trouble to bother filling this out and mailing it back to you…..they are interested in something (whether they admit it or not). Your job is to trigger the emotion or thought that caused them to fill out the lead and mail it back to you in the first place. Who do they want to protect with this coverage?
- Assure them that it will only take you around 15 minutes to review the options they qualify for and complete the paperwork to try to get them approved…it won’t take all night!
- SMILE and DIAL- if you are not in a good mood, don’t call. Your mood WILL come across over the phone whether you realize or not! Dials = $Dollars$ Yes, your pay is directly related to the # of people you talk to.
- NOBODY IS PROMISED TOMORROW- These “leads” are real families that desperately need protection and are waiting for us to call them -BUT- they have real lives and real distractions and may need to be reminded of why we are calling and how this was important enough to bother filling out and mailing in to us
- Make sure BOTH spouses are present. DO NOT assume they are single just because there is no spouse listed on the form. Find out who they wanted to protect if something unexpected happened to them.
- OBJECTIONS—Most objections are just a smoke screen. Ask them a question. Verify the info on the form or where their address is if you need to. –or- take it away from them. REMEMBER- people want what they can’t have. You don’t even know if they qualify yet, your job is to help them see what they can qualify for and find something that fits within their budget.
- Objection #1 (Price, mail, etc) I understand Bob, do you know how broker’s work? We shop around with the top carriers out there that offer this type of protection and ultimately help you do your shopping for you. Again we’ll only need around 15 minutes to go over the options that you qualify for. With that said would Thurs or Fri be better?
- Objection #2 (anything… it doesn’t really matter) “Oh OK, now again a lot of these companies don’t require medical exams so it’s my job to simply meet with you guys for 15- 20 minutes to review your options and see if we can get you qualified”
- Objection #3 (see if they are serious and really do care) “ I can understand completely, but let me ask you a quick question because the last thing I want to do is waste your time, but I do want to help you get this taken care of. If something were to happen to you and you didn’t come home tomorrow, how important would it be to you to know your mortgage would be paid off for your family? --At this point you either set the appointment or set a time to call them back with quotes
PYRON PHONE SCRIPT
-Hello is Bob in? -or- Hello is this Bob?
-Hi Bob, this is Jimmy from the Mortgage Protection Group, I was calling about the letter we just received that you or your spouse had mailed back into us regarding the mortgage protection coverage on the mortgage you originated with Wells Fargo; You remember sending that back into us right? (You need a YES here before you can go on)
-Great, I just received it and wanted to make sure you remembered sending it in so you didn’t think I was a telemarketer or something!
-I just wanted to introduce myself, my name is Jimmy and I’m a local agent here in Biloxi and I wanted to take a minute to verify the information on the form you sent in so we can see what we can put together for you OK?
-VERIFY ALL OF THE INFORMATION ON THE LEAD
1-Name & Address- I see that you and Nancy live at 123 Any St here in Biloxi correct?
2- Loan Company & Amount- The loan you guys took out with Wells Fargo was for $100,000 correct? Is that the total amount you were looking to cover is was there a 2nd amount you wanted to cover as well? .
3- B-Day, Build, Tobacco use- You were born Jan 1st of ’62 and I have Nancy down in Nov 12th of 59 correct? I’ve got you here at 5’ 11” and weigh 235 lbs and I’ve got Nancy at 5’ 8” and 194 lbs right? Neither of you guys use any tobacco either correct?
4- Find the WHY- Now Bob what this form was telling me was that if something unexpected were to happened to you or to Nancy and one of you didn’t make it home tomorrow then you guys wanted to make sure that $100,000 loan you guys just took out would be taken care of and paid off is that correct? Great that’s why I’m calling. YOU HAVE TO GET A YES OR HAVE THEM TELL YOU WHAT or WHO is IMPORTANT TO THEM BEFORE MOVING ON FROM HERE
5- A Sentence About You – I’m an independent broker do you know how brokers work? I basically have access to the top carriers out there that have this type of coverage and I am ultimately able to help you do your shopping for you. With that being said…..(The purpose here is to let them know VERY BRIEFLY that you are an independent agent that can help them shop around for the best coverage and rates. This step also gives you “permission” to ask them medical questions and will eliminate most objections regarding providing that personal information)
5- Medical Info- …..do you guys have any medications you’re prescribed? Have you had any hospitalizations or surgeries or medical treatments in the last 10 years or so? Is there any history of anything major like heart disease, cancer, stroke, diabetes, or disability?
-If yes, get all details (date of diagnosis, treatments, meds, complications, changes in treatment, prognosis, etc.) Always ask if there’s anything else. Medical history will determine whether you will set the appointment now or call underwriting for a risk assessment. More information is ALWAYS better than not enough!
7- Tie it Down – Great now I’m going to need about 15 minutes or so to get together with you (both) and go over the options you qualify for. I’ll have my laptop computer with me so we can review the options available to you and If we can find something that makes sense to you then I’ll just need another 5-10 minutes or so to complete your application. If I don’t have anything that makes sense then I’ll be in and out of your hair just that fast and you’ll never hear from me again is that fair enough?
8- Set The Appt or Set a Time to Call Them Back with Quotes I see that you put down to contact you in the evening, are both of you guys working? Do you work normal daytime hours or do you work shift work? (The idea is to walk them through their schedule and get an idea of when they will BOTH be home so that you offer them a time when they will BOTH be there)
- So you guys are both generally home after 4:30? I can put you in at 5:15 on Wed or later on around 6:30 on Thurs which one is better?
- Great I’ve got you and Nancy down for 6:30 on Fri what’s the best way to get there? (get detailed directions and repeat back to them)
8- Eliminate the Competition- Oh, By the way before I let you go, have you received any other offers in the mail similar to the one you sent in to me? I’m a local agent and you mailed the form back to my PO Box here in Biloxi. This is the only time I’m going to call you to help you get this taken care of. If we can’t find something for you I’ll be out of your hair and you’ll never hear from me again! Your loan is what fits the parameters for this type of coverage. The other forms you have received or will receive are all from out of town (TX, NC, CA). Those are all lead generating companies that take your information and sell it to insurance agents. If you mail one of those others back, you will have insurance agents calling you for the next 6 months. That’s NOT what I do.
9- The Close- OK Bob, I have you and Mary down for Friday, June 15 at around 6:30 pm. I’ll need you to have a couple of things handy so it will go a little quicker and smoother for you guys. First is a mortgage statement to verify your mortgage since that’s what ties this all this together. Next, I’ll need you to have any prescriptions out for me so I can verify dosages and spelling and finally I’ll need to verify you with a picture ID.
-Great now I’ll be running a tight schedule so if I’m 15 minutes early or late I apologize ahead of time since you know how crazy traffic can be.
- OK Bob, have a good evening and I’ll see you and Nancy on Friday and we’ll see if we can get this taken care of for you!