Phone Scripts and Notes:
Do first names only.
Make calls every day (including Sunday) after dinner starting at 8:00 p.m., no earlier.
Don’t set anything earlier than 10:00 a.m. for the next day unless client must meet earlier.
The next morning get on the phone again from 9:00 a.m. until 10:00 a.m. and fill in the gaps for the day, or start setting for the next day. (If driving, call in car).
Hourly appointments.
Setting
While making calls if it’s not what you want to hear (GET OFF THE PHONE) lead becomes officially a door knock
A turn down isn’t a turn down until they tell you “NO” to your face
Be Forgettable
- Inbound phone calls while you’re in the field(Do not answer and still show up)
- Door knock people that told you to send info in the mail SHOW UP
- Take notes on your leads(hard copy) so you know which ones that you should no call back (GO STRAIGHT TO THE DOOR)
- Long winded clients (maintain control)
Minimum of 5 presentations a day.
The objective of phone calls is to find out if the client going to be easy to set or if we have to track them down.
Direct Mail Lead:
Hello, is (first name) in, please?
Hi, ______, this is (your name) with The Funeral Advantage Plan. How are you?
Wait for response and match tone.
Good, the reason I’m calling, I just received the card you mailed in requesting information on our burial coverage.
I’m going to be in your area tomorrow and I wanted to go over this with you. It takes about 10 minutes to do, and I have an opening about (time). Would that work for you?
Good,______I have you at (their address) is this correct?
Alright______, if you would please write my name down. Again I’m (your name) and I will see you at (time).
“I don’t know what you’re talking about.”: This was the card that explained to you about the final expense program.
“No, that’s not a good time for me.” : O.K. I’ve got another opening at (time), is that better for you? (Keep trying for an appointment.)
If they will not set an appointment, do not call anymore and just go to their house. (Door approach to follow.)
Policy Holder Mailer:
Same as above only difference is:
“I received the card you mailed in for the information on your Final ExpensePolicy.”
T.V. Lead:
Same as above except:
“This is (your name) with the Funeral Advantage Plan. The reason I’m calling is that you called our T.V. commercial.
Door Knock/ Approach:
Mailer:
Make sure to print mailers off computer and archive.
Hi, I am looking for______. Hi______I’m (your name) with The Funeral Advantage Plan (pause and wipe your feet assuming you have the appointment) and I was just responding to the information you requested. (While holding up card) Say: “I brought it over takes about 10 mins to go over with you where would be a good spot to sit?”
“Yes” Walk in.
“No” say “2 minutes. I promise.” If legitimately busy, schedule appointment for better time and remind them “It only takes a few minutes.”
REBUTTALS
- “I don’t have time” – I actually am in between appointments right now and didn’t have time anyway. Just wanted to set an appointment with you. I can do it later today(give two times) Worst case set appointment for tomorrow if busy
- “I wanted you to mail me the info” –Most of the stuff you get through the mail is term and we offer first day coverage unlike everything else you get through the mail. 2 minutes, I promise.
T.V. Lead:
Same as above.
Don’t forget to Smile!!!!
Presentation:
Keep small talk down to a minimum. Example: “How long have you lived here?”
First Power Question:Have you experienced a funeral lately?
“Yes” (be a good listener)
“No” A lot of people that respond to us just had to bury a loved one. (move on)
Tell Them What You Are Going To Do And Do What You Say.
I’m going to tell you a little bit about us and go over some rates and see what you think. Lincoln Heritage is the name of the company. We are on T.V. known as the Funeral Advantage Plan. We are a final expense company which means we focus on paying our claims within 24 hours of a death. What that means to you______, if you have a policy with us and you die your beneficiary will get the money fast. Very important, a lot of funeral homes want their money quick. We have been around since 1942, licensed in Ohio since 1963. We are in 49 states and 3 countries. We are the largest final expense company in the nation.
(If you are sitting with someone with noticeable health problems, point out that this is why we will be able to cover them when most companies won’t.)
As of this year, we had $4.8 billion of life insurance in force.
As you know, Social Security only pays the $255 upon your death which only goes to a qualified dependent which is a spouse or child in school. If you don’t have one of those, they won’t pay anything.
The average funeral today runs anywhere from $3500 to $8500. Most falling in the middle between $6000 and $7000.
Second Power Question:Does that sound accurate to you?
“Yes” (Let them talk about it and be a good listener, but keep control.)
This is the breakdown on why funerals cost what they do. I’m not going to get into great detail, but I will point out some important costs. Caskets are your biggest cost starting at $1800. Vaults are mandatory at most cemeteries today. Which is the concrete that goes in the ground first. A lot of people say, cremation is the cheaper way to go. The reason is that you eliminate those 2 things, the casket and the vault.
Third Power Question: Have you thought about how you would want to be taken care of? Buried or cremated? (Let them tell you which. If cremation explain 3 categories of cremation and get an idea of which they prefer.) First, is direct cremation meaning you die and go to the crematory, family gets an urn and it’s over. That’s about $1500-$2000. Second way is a memorial service with pictures of you, cremation and family gets urn. That’s about $3000-$3500. Third way is full funeral with rented casket. Can run in upwards of $6000.
(If buried, no explanation needed. The reason for this information is to know how much coverage they need.)
One neat thing about our company is we are not just a life insurance company we also help pre-plan your funeral. What I mean is we will go over what you want done and what you want spent on your funeral. When the time comes, it will be our job to price shop with the funeral home of your choice. We are getting the average $7000 funeral as low as $4300 in some cases. You will get 3 forms in the mail. Simply fill them out on your own time. They will get as detailed as to what clothes you want to wear, what songs you want played, etc. Simply mail them back to us, and we will archive this information in a computer archive. Along with your policy, you will receive 5 access cards which you will give to your loved ones and say when you die call this number. When we receive the call, we then call the funeral home and start the price shopping process. On these forms it also asks where your plot is.
Fourth Power Question: Do you have a plot?
“Yes” (Congratulate and explain that they are ahead of the game.) Then ask: What does it include? Vault, open and closing, or headstone?
“No” We’ll help you cover that.
This is whole life insurance. Simply meaning you are covered your whole life. A lot of the stuff you get in the mail like Globe, AARP is term insurance, meaning it covers you to a certain age then stops. Again, this will cover you your whole life. We go up to $20,000 in coverage. Benefits never decrease. Premiums never increase. Again, a lot of stuff you get in the mail today the rates go up as you get older. This is a locked in rate. They can never change it on you. Whole life earns interest, meaning you can borrow from it in an emergency. Policy cannot be canceled because of health or age changing. You are fully protected the very first day if you qualify. There are no medical exams, no nurse comes out to draw blood. We just ask you some quick health questions. This next page tells you why you need the coverage and you already know that. So I’m going to ask you some quick health questions and see what you qualify for.
(At this point you should be pulling out an application and saying “How’s your health?” Then begin health questions. If “Yes” to anything in Section 7, make a big deal about being able to cover them when most companies won’t. Once questions are finished, get medications. Same thing applies for serious medications, they are lucky to get the coverage and let them know a lot of companies won’t insure them. Confirm age and smoking and say “I have 2 questions for you before I start throwing numbers at you.” One is(Fifth Power Question: Do you have any coverage now at all?)
“Yes” (Congratulate and say “So you are basically looking to add to what you have if affordable? While shaking your head yes.)
“No” (Act like you have a heart attack and say “No wonder you contacted us.”)
Sixth Power Question: “Have you thought about affordability monthly?”
(Don’t wait for an answer, say the rates based on all the information you’ve gathered up to this point. Example: are they being cremated or buried, do they have a plot or not, do they have any existing coverage, age, health status?) Is $30 to $40 affordable or outrageous? (Wait for response.)
“Yes” Write down 3 rates in this range, and explain to them $1 extra offers AD&D with explanation of benefits included in premium, and then slide it over to them and say “I’ll let you tell me which one is affordable.” (Very crucial, be silent till they decide.)
“No” Say “Would you like me to keep this under $30?” If “yes” same as above. If “no” remind them you have to get them at least $15 of insurance.
After they decide which rate, the first question you ask is “Who’s your beneficiary?” then continue filling out the rest of the application. Example: D.O.B., height, weight, etc.
Two things we do not bring up till the end
- Bank Draft
- Modified
When front of the application is finished, flip over and say “______I have to collect the first premium from you today.” (If necessary say “Sorry the company makes me do that.”) Wait and see how the client responds. If they get out checkbook explain company name and amount for them to write on check. After receiving check, you say “This is on a bank draft, what’s a good day?” Encourage date of direct deposit. If client brings out cash say “______this is going to be on a bank draft each month. If you want to use that cash, we can use your savings account, but if it’s checking, I have to get a check from you today.” Assume the client has one of the two checking/savings and do not leave until you see account information. Credit Cards are last resort, find a bank.
Get signatures and do recap of FCGS. Leave final wishes organizer and conditional receipt and explain that it takes 7-10 days to get policy.
Now relax and get referrals!
______, you may wonder how I get paid. I get paid in 2 ways, one most importantly meeting with you today. I get paid a commission based on you keeping this policy 9 months. So please be serious about your decision today. Second way I get paid is by getting 5 names from you of people you think might be interested in what we talked about today. I’m not asking for 5 people that will buy insurance today, 5 people you think may be interested in what we talked about.
(Don’t forget if modified explain to client)______because of your (health condition) the company wants you to live 2 years. What that means______is if something happens to you in the first year of the policy due to natural causes your beneficiary will get back every penny you gave us plus 10% interest. Better than risky stock or savings account. If something happens to you in the second year, all money plus 20%. So the good thing is you don’t lose a dime by funding this policy and you’re going to live 2 years anyway.
6 Power Questions:
- Have you experienced a funeral lately? (How did it go? Was
there life insurance involved? Did you have to pitch in to pay for it?...)
- Does that sound accurate to you?
- Do you want a traditional funeral or cremation?
6 Power Questions cont.
- Do you have a plot? (If yes, what does that include? Vault? Opening? Closing? Headstone?)
- Do you have any coverage now?
- Have you thought about affordability monthly?