SCRIPTS DURING THE APPLICATION
When starting the application, say,
“Ok so [Client’s Name], I’m going to repeat to you some of the information you gave me, just to make sure that everything is good when I put this through. Is that ok?...awesome” For example, “Just to confirm, your date of birth is [dob]?”
For the address section, say,
“OK and [Client’s Name], if you are approved for coverage, what is a good physical address for the company to send your policy packet to?”
When filling the medical questions, say,
“Now at this point, I’m just double checking the answers on the medical questions to make sure everything is marked correctly. This part is really quick.” [NOTE: For Aetna, if the client uses Albuterol / Inhaler, mark the question on COPD as “YES”. This is counted as a respiratory disease at “STANDARD”]
When filling the beneficiary section, say,
Now [Client’s Name], just confirming, you want [Beneficiary] listed as the primary beneficiary, correct?” “Ok, and confirming his/her date of birth is [DOB]?” “Ok and what’s a good number for the company to touch base with [Beneficiary] if they need to?”
“Ok and God forbid, if something happened to you and [Beneficiary], is there anyone that you would want to designate as a backup beneficiary right now if [Primary Beneficiary] can’t receive the death benefit?” [If yes, get the same information as needed for the primary]
*RIGHT BEFORE THE PAYMENT SECTION, say:
“Now [Client’s Name], if you are approved for coverage, you’ll get your official policy packet in the mail within 7 to 14 business days. But in the meantime, I’m going to send you a summary of what we did today within 24 hours. It will have all the small details of your policy and the contact information for myself and the insurance company. Now when you get that [Client’s Name], do me a favor and let me know that you got it, and most importantly, I need you to forward the summary to [Beneficiary’s Name] so that way he/she knows exactly who to call when something happens. Unfortunately, many times people have a policy and when something happens to them, their family has no idea they have one, or they have to go through all kinds of trouble to find it on top of the stress they already have. Can you do that for me [Client’s Name]”
[Doing this lets them know that you are leaving them with your information and brings them back to the reality of why they need the coverage, so that you can ask for the account information with less pushback]
When it comes to asking for bank account information, ask for the name of their bank if you don’t already have it, then search for their bank routing number by going to google.com, type in ‘[Bank Name] routing number in [State]’. Once you have the routing number, enter it into the application and say to the client,
“Ok now [Client’s Name], the companies we work with are partnered with most major banks, so go ahead and pull up your routing number for me so I can read you what we have on our end, and make sure it matches yours real quick ok. [Let them get their info] So our system shows your routing number as [Routing Number]. Is that correct?” Once they confirm the routing number, nonchalantly ask them for their account number. “Ok perfect, and the account number please?”
IF USING A CARD: “Ok now [Client’s Name], you are going to use a debit card to fund your policy if you’re approved correct? Ok go ahead and provide me with the card number please. Ok perfect, and what is the expiration date on the card and the 3 digit code in the back?
When setting a start date for the policy, say,
“Now [Client’s Name], if you are approved for coverage, the good news is that the company is going to allow you to start your protection today. So the first enrollment payment would be within next 24 to 72 hours, sound good?” If they need a future date, say, “Ok no problem. I can override the start date to be set for your next pay day…what’s a good day for you?” Ok and I just have to inform you that [Beneficiary] won’t have access to the death benefit until that start date ok.
If the client is officially APPROVED, say, “OK, it looks like everything came back good and you’re now officially approved for coverage. Now, as I said earlier, you’ll get your official policy packet within 7 to 14 business days. But in the meantime, I’m going to send you a summary within 24 hours that will have all the small details of your policy. And just remember to forward the summary to [Beneficiary’s Name] so that he/she knows exactly who to call when something happens. And as a standard courtesy, I’ll briefly contact them to discuss their role as a beneficiary and answer any questions they may have about the process. And if it’s not too much trouble [Client’s Name], I’m going to send you a link when we get off the phone if you can please just take a quick minute to let me know how I did, I would really appreciate it. Thank you [Client’s Name], you have a good rest of your day and take care ok? Bye.” [NEXT, Follow step 3.8 on the Telesales Bootcamp Page]
If the client is DECLINED, say, “OK [Client’s Name], it looks like the application was sent to underwriting for further review. So I’m going to follow up with them [Tomorrow / Next Business Day] and get back to you as soon as they let me know something. Sound good? Ok have a good rest of your day [Client’s Name], bye.” [Do NOT tell the client that they have been declined. SEE “SCRIPT SECTION NOTES” for “DECLINES” for further instructions]