As sales agents, part of the sales process is handling and overcoming objections. Objections can be stated as questions or an outright “no”. Here are some guide points to help turn more “no’s” into “knows” 🙂 The key is getting to the root cause of the prospect's objection; what's really motivating them? Whatever you do, don't take objections personally!
“I already have Medicare.”
Context:
- They may be on alert from prior sales calls and frustrated with the process.
Approach:
- Calmly explain to them that you are not trying to sell them on new insurance, you are trying to see if they are receiving all the benefits they are eligible for and entitled to. They may be using Original Medicare only, and unaware of the advantages of having an MAPD or Medigap.
Follow ups:
- “May I ask what piqued your interest in looking at other options today?”
- “When was the last time your agent completed the annual policy review with you?” (Potentially adding) “Without changing anything at all, I don’t mind reviewing your current coverage to make sure you have all new benefits and services you may be eligible for.”
- “That’s good to hear you’ve taken care of your health needs. I have clients in this area, may I ask what plan you have?”
- You can ask whether they have additional benefits, such as dental, vision, hearing and fitness benefits. If they don’t need or want that, ask if they receive any monthly or quarterly stipend that would assist with purchasing over the counter items (OTC) or even food (Healthy Foods).
"I don't want to change plans"
Context:
- They may have just changed during AEP or OEP and feel it’s too soon. Or they may have had the same plan for a number of years and fear change.
Follow ups:
- "I’m not saying you should change — it may make the most sense for you to stick with what you have. That's what we'll check together — see what you have, what you're eligible for, and what you're entitled to. After we take a deeper look, we'll know whether you're in the plan that fits your current needs. And if not, we'll check out more suitable options. In the end, you'll decide what's best for you. Sound fair?"
- “Let’s do this: I’ll take a look at what you currently have, and I’ll compare it to what your needs are today. I’ll review what’s available to you and if there’s a better fit for you I’ll let you know about it. If not, then I’ll let you know that as well. In the end you get to decide what’s best for you. Sound fair?”
“I don’t want to switch doctors.”
Context:
- The prospect fears that they'll have to change doctors if they move to a new HMO or PPO.
Approach:
- Probe to determine how much they like their current doctor. Are they not willing to change under any circumstances?
- Reassure them that your goal is to not get them to change doctors, but to walk through other benefits & services they're eligible for.
- Determine whether there's a plan for which their doctor is still in-network.
Follow ups:
- "I don’t want you to have to. Let's do 2 things. First, let's see whether your doctor is in-network for other plans that might have additional benefits. Second, I'd like to share with you another plan that might fit you primary needs and budget better. You'll have to change doctors for that one, but we can find you a qualified physician in your area.
“Can you just send me a quote?”
Context:
- This is usually a way to deflect and end the call, but they would like information because they are comparing plans.
Approach:
- Demonstrate your expertise and help them narrow down their options.
Follow up:
- “I could do that, but there are lots of plans in your area and I would just be putting you back in a position of trying to narrow it down. Tell me this, do you have 20 minutes now or later this [afternoon / evening]? That way I can take the necessary time to look into exactly what you have and what you are looking to get. Does that sound fair?”
- “Absolutely I could! Do you know exactly which plan from the [X amount] available in your area?” [This will usually help them see how many there actually are.] Proceed with: “Listen Mr/Mrs [client], so that I don’t do you a disservice by sending you [X amount] of envelopes to filter through, let me know when you’ll have 15 or 20 minutes so I can give you the attention you deserve... I’m currently free, is now still a good time for you?”
“I need to think about it.”
Context:
- This may be the point where they are confused or unsure about moving forward. Logically, most seniors don’t ‘prefer’ to make a decision over the phone.
Approach:
- Uncover the reason for the hesitation and proceed.
Follow up:
- “It sounds like there is something that either doesn’t make sense to you, or you need to check on something. I can help with both. Is it the [plan] or [PCP change, Rx cost, etc.]?
- “I understand that thinking about it might make sense to you right now, but help me to understand something – what exactly is causing you to pause on moving forward today?”
- “I can understand that you’re not quite ready to make a decision now. What factors do you still need to consider?”
- “Sure, can I ask what specifically you'll be thinking over? How can I help you think through those points right now?” You could also review by saying something like: “No problem. So just to confirm, [primary pain point] is something you’d like to [have, fix, etc.] if you can find the right plan?” This gives you another chance to prove the plan you present is a solution to the problem and fits their needs/budget.
“I need to talk with my children/spouse first.”
Context:
- This is usually an objection that can be avoided by following the Spark Agent Appointment Script - Part 4, but can sometimes loop back around at the end of the call.
Approach:
- Assuming they do make their own decisions, push to speak to their child/spouse in the same call.
Follow up:
- “I can understand that. Would [child/spouse] be available now for a quick 3-way call?”
- “I can understand that, but seeing you make your own health decisions, could you let me know what it is you would like their opinion on?”
- “What do you think [child/spouse] would have an issue or question about?”
- “Do you think they would also agree this plan best fits your needs/budget or is there something else they may consider necessary for you to have?”
“I didn’t ask for a quote!”
Context:
- This can happen on the majority of calls from internet lead sources. Sometimes it’s true, oftentimes they just didn’t realize they would be receiving a call from an agent! This can also be a defense mechanism as they did not expect to get so many calls.
Approach:
- Avoid making them sound untruthful by suggesting they DID request a quote.
- You can be apologetic and understanding in your tone.
Follow-up:
- “I know you probably weren’t expecting to get a call from me right now, but since we’re already on the phone and I have your information in front of me, I can help get the information you were looking for. I have your zip code as [zip], is that correct?”
- “I understand you’re probably getting more calls than expected, and I want to be respectful of your time. How about we schedule a time for this afternoon or tomorrow morning so you can get the benefit information you were looking for?”
- “Let me guess, you’ve already received several calls? Let’s plan ahead then, would this afternoon or tomorrow morning work better for a call back?”
“I’m busy OR I don’t have time right now.”
Context:
- They could genuinely be busy or not in a place to sit and talk.
Approach:
- Try to find common ground and a time that will work.
Follow-up:
- “I know you probably weren’t expecting to get a call from me right now, but since we’re on the phone and I have your information in front of me, do you have 5 to 10 minutes so when I follow up at a more convenient time, we can get right to it?”
- “I understand, would this afternoon or tomorrow morning be better?”
“I thought you were sending me a quote, can’t I do this all online?”
Context:
- This usually means they don’t want to go through a grueling process over the phone.
Approach:
- Reassure them they can go online, but emphasize you can help them without causing confusion. Offer to help and get the call back on track.
- If they really want to complete online, you can share your personal URL link so they're able to complete it themselves while giving you credit.
Follow-up:
- “Absolutely you could. There are [X amount] of plans in your area, and I’d hate for you to spend the rest of your day filtering through when I have your information in front of me now and can help you narrow it down. You’re in [county] correct?”
- “Not a problem, while I can communicate with you through email, it may take up more of your time by asking questions and waiting for a response. Now that you have my full attention, let me confirm what I have here so you can get the information you need. Your zip code is[zip] correct?”
“That’s going to be too expensive!”
Context:
- This is usually specific to Medigap (Medicare Supplement) plans where the consumer is saying that they don't want to spend the $200+ per month.
Approach:
- Offer to describe them an alternative Medicare Advantage all-in-one plan.
Follow-up:
- “I can understand price being a factor, let me ask you, if price were no object, would you still consider looking into benefits you are eligible for and entitled to?”
- “What if I could find something that fits your needs and budget?”
- “I can understand that. Remaining in budget is important for the majority of my clients. To be fair, I’ll be able to review what’s available to you and if there is anything within your budget, we can explore further, sound fair?”
“I already have employer coverage.”
Context:
- This can come up often when calling individuals in the T65 group. Often times prospects are unaware of the Medicare process and how they have to qualify.
Approach:
- Make sure you ask for all the details because there are important eligibility questions that arise with Medicare as it relates to employment (e.g. whether there are > or < 20 employees).
Follow-up:
- “I understand that. I know it’s important that we compare the cost of Medicare with a Supplement vs your group plan and also compare coverage including deductibles, co-payments, co-insurance and prescription drug coverage. I have saved many clients hundreds, if not thousands per year on many occasions when doing these comparisons. More times than not, Medicare with a Supplement ends up being a better option. Let’s start with your zip code, I have [zip], is that correct?”
- “Are you planning on keeping that coverage or will it go away once you retire?”
- It’s extremely important to let the client know that MA/MAPD’s do NOT coordinate with most employer/group coverage and will most likely disenroll them from any employer/retirement plan once enrolled.