In part one of this two-part post, we reviewed the Net Promoter Score – what it is and how it works.
To give a quick recap: from sports to tests and school, success is determined by a scoring method called the Net Promoter Score (NPS). This includes your Medicare appointments.
The higher your appointment is worth, the more connection and value you have with your clients. This comes down to exceeding your clients’ expectations. Today we’ll cover how to score high, and increase your chances of receiving referrals.
How Scoring Works
Most agents assume their appointment will score an 8-10 if they enrolled someone in a Medicare plan. However, many clients will view this as just a normal event as they have been enrolling in healthcare plans their entire adult lives, mostly in a group or employer situation. Reaching a score of 9 or 10 will require you, the agent, to go above what is expected or considered routine.
In reality, most clients will start between a 3 & 5 as is shown below:
+1 Fact-Finding
+1 Showing Options
+1 Assisting in Enrollment
Total 3 Points
Additional:
+1 Similar Interests
+1 Common Ground
2 Additional Points
Sometimes agents believe they really bonded with a client. Maybe you grew up in the same area or have some similar interests. Still, you are only scoring a 5 which is a high detractor. Even if you doubled your additional points, you are still only at 7.
What you are looking for is referrals, which means you need a score of 9 or 10. Let’s review how to do this.
Building Your NPS Referral Score
To really start earning referrals, your service and solutions need to go above and beyond your client’s expectations.
Additional Solutions / Cross-Selling
Worth 23 Points!!
Remember your role as an educator of Medicare options, and share additional solutions (products) that will fill in any gaps in their coverage. This gives your clients confidence that you are tuned into their needs and what is important to them – even if they do not end up purchasing these options.
(See additional resources for cross-selling at the end of this article.)
Local Resources
Worth 12 Points
Part of providing excellent service and information to your clients is offering non-sales solutions. This shows that you are not only there to sell policies but also to share additional helpful options, such as a referral to another professional. This could be a financial planner, CPA, or even another agent who provides different coverages they might need.
Rx Savings
Worth 12 Points
Find out if your clients are interested in some money saving ideas for prescriptions that they can even share with family or friends. This gives them a reason to talk about you!
Scoring Examples
Wondering what this might look like? Here are some examples from Senior Marketing Specialists:
Starting Points 3
Example 1:
From Same Area +1
Offer a Hospital Indemnity Plan & Discuss Hospitalizations +1
Also Offer DVH +1
Offer Several Rx Savings Idea +2
Total Score = 8
High Passive / Low Promoter
Example 2:
Similar Interests +1
Offer DVH +1
Offer Cancer Plan +1
Offer Several Local Resources +2
Offer a Rx Saving Idea +1
Total Score = 9
Mid Level Promoter
Example 3:
Similar Interests +1
From Same Area +1
Offer a hospital indemnity plan & they purchase +2
Offer Rx Savings Ideas +2
Offer Local Resource +1
Total Score = 10
High-Level Promoter High chance of referring you
How Do You Score?
Your score depends on the client and the value they see in the services you provide. Simply put, the more value you provide, the more likely this will translate into an enthusiastic client who will tell their friends and family about you.
So, share additional resources, learn about your clients and find things you have in common, explain ways they can have a more complete healthcare solution.
Maintaining Your Score
Remember, your score needs to be maintained.
Let’s say you had a great appointment. Your clients have already sent a referral or more your way and you have a score of 10. After a year of no contact, this score can easily drop. While they may stay with you as a client, they are not actively thinking about you.
What to do about this? The solution is to have a steady retention program to help build the relationship with your clients and provide them support that exceeds their expectations! (If you don’t have one, call Arnie Fulmer directly at the number below for help with implementing one!)
If you are interested in learning about cross-selling or providing information on ancillary products, you may want to read these blog posts:
If this was helpful, let us know in the comments below. Also let us know what you want to learn more about to grow your book of business.
Join our team! If you are a Medicare agent and have questions about Sales 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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