No matter what the product or service, objections are naturally occurring reactions in making the decisions to purchase. It’s natural for consumers to confirm their expectations and concerns through questions.
Remember, some objections may be about stalling to make a decision more than an actual concern. People might say they want to sleep on it, think about it, talk about it with (their spouse or someone else), or that they’re happy with their coverage.
Acknowledge their questions and respond using the steps below, so they know they are being heard. Be careful to not push too hard while you are addressing their objections.
You could say something like, “Take your time thinking about it. Can I ask if there is a certain area that stands out to you more than others?” Or “What you have is great coverage. One reason clients have changed their coverage is because of (explain the benefit you think will be helpful). Is that of importance to you?”
How can you handle objections? Here is a 5-step process you can follow so that your prospect knows they are being heard.
5 Step Process
- Address the concern
- Repeat the objection
- Close / Follow-up
- Address the Concern
Some objections are genuine concerns, while others may be stall tactics. If a prospect brings up an objection or concern, it’s important to stop and address the concern by acknowledging what they just said.
“Thank you for bringing that up. Others have asked the same question.”
“That is a great point, I’m glad you brought that up.”
- Repeat the Concern
Repeating the concern tells your prospect or client that you are listening. Listening builds trust and openness.
“Do I understand correctly that you are asking (repeat their concern)?”
“I want to make sure we are on the same page (repeat their concern).”
Get details to make sure you thoroughly understand their true concerns so you can help your prospects and clients understand their options.
Simply state the explanation of the benefit or plan they are asking about, and if they understand it, move on to the next part of the appointment.
For example, you can explain “If (their question or concern) happens, this is what that would look like. If there were any challenges, you have me and my team to help you. Just give me a call and I will take care of it.” You want them to call you, not Medicare, so make sure they are comfortable reaching out to you.
Once you have responded to their concern or objection, make sure to validate their understanding of your response. Simple questions like:
“Does that help?” or “Does that make sense?” Even a simple, “I hope this answers your question.”
- Close / Follow-up
Once you are confident that they understand, you can make your closing statement. For example, “Do you want this to start on (insert date)?”
If after you have addressed their concerns, they are still undecided, set up a clear follow-up plan. You can say something like, “Take your time, I will leave this information with you to review along with my business card. If I haven’t heard from you by (date), I will reach out. Does that sound good?”
It is vital that you follow up when you say you will. Otherwise, you are giving them another reason to stall the process, and all the information you reviewed with them will not matter.
Besides having you, your clients also have the team you are working with. If you want to join an existing team to get extra support, or become a Medicare Agent, call Arnie Fulmer at 702-820-3133. Arnie Fulmer is a Senior Market Advisor and the principal owner of Fulmer Insurance Group, a Medicare Brokerage Agency located in Las Vegas and licensed in multiple states.
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