As you create your own script, remember that not everything can be scripted. The script is to help you create a flow as you talk with your prospect or client and find out what is important to them and how you can help solve or answer their concerns.
That brings us to fact-finding, which is at the core of putting together a healthcare plan that is personalized and covers your client’s needs. Most of your fact-finding should be your prospect or client explaining their situation and needs to you.
Careful listening is a key component of effective fact-finding. Your script and questions you ask during your fact-finding sessions are all meant to help you understand what is important to your prospects and clients. Good listening also builds trust. It also helps you connect prospects and clients with the right coverage.
Early in your contact with your prospect or client, you may experience objections. This is a natural part of sales. One of the most common objections is asking for information to be mailed to them.
This is a good time to explain that the information is personalized for them, and you’d like to be able to help them with additional options or resources, some of which may be free for them. Let them know it will only take a few minutes to drop off the information, that there’s no obligation, and they are encouraged to take their time before reaching back out to you.
In the next post in the Create Your Own Scripts series, we’ll cover how to reply to objections. At the end of this post on fact-finding, there are some great questions you can ask that were compiled by Senior Marketing Specialists. That is, if your client or prospect hasn’t already given you the information in your conversation. Use your judgment to see if the question is helpful in your situation.
It’s essential that you know your products in-depth. This helps streamline your conversations, applications and reduces the number of rejected apps.
Another part of helping your prospects have a good experience is having natural transitions from one topic to the next. This keeps your prospects and clients engaged in the process. Here’s how that might look:
Fact Finding Warm Up
This part starts once you have greeted each other and gotten situated. You can use an open-ended question to transition. The goal of this part of the conversation is to allow your prospect or client to tell you about their situation, what’s important to them and what they are concerned about.
After you’ve gathered enough information, you should have a pretty good idea of what products or solutions might be a fit for them.
You can start by acknowledging that you understand their situation and have a recommendation that is personalized to their needs.
Here are some phrases you can use:
“Based on the information you gave me, I would suggest the following.” (Then explain what products you think are a fit for them).
“I have had other clients in similar situations take this route. Let’s see if it works for you.” (This tells them you have experience. Using the word “similar” is important because everyone’s situation is a little bit different.)
“Let’s see…” This introduction helps to reinforce that this is their decision.
Keep this question a simple yes or no question. The easier you make it for them to answer, the more likely your prospects and clients will move forward.
“We can have this start on [DATE]. Does that work for you?”
Short and sweet.
Repetition will help you to incorporate the phrases into your appointments. Don’t worry if it takes some time to feel natural about using your script and questions. Pay close attention to how your questions are received so you can learn what works when.
Here, as promised, are the questions:
25+ Sample Fact Finding Questions By Senior Marketing Specialists.
- What current coverage do you have? Who is your primary doctor?
- Do you see any specialists? What hospital do you prefer?
- Do you have any other providers? Do you have any other coverages?
- How long have you had this coverage? How did you get this coverage?
- When you had group coverage, what did that look like? Have you looked at any other coverage?
- What life insurance do you have? When was your last insurance review?
- What prescription drugs do you take?
- Have there been any dosage changes recently? Do you have any health concerns?
- When was the last time you were hospitalized?
- Do you have any follow-up procedures from that hospitalization? Do you have any chronic issues or concerns?
- Does your family have any hereditary health issues? In the past 5 years, have you had any health issues? Do you have any pending procedures?
- How long have you lived in [city]? Do you have any local family?
- Do you belong to any organizations/clubs? What do you do to pass the time?
- When did you retire?
- Do you do any traveling?
- Do you work with any other professionals (ﬁnancial planners, etc.)?
Last but not least, remember the 3 Strike Rule:
3 Strike Rule
This rule means that the more conditions your client has, the more difficult it will be for them to pass underwriting.
In our next post we will talk about objections.
If you are a Medicare agent and have questions about Compliance or Medicare, 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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