Critique My Manager's Technique!

JSD8675 · 01-06-2009, 06:50 AM

I have gone out watching my manager sell Med Adv, Med Supp, LTC, etc,.. to seniors:

This is how he does it:

Tell me what techniques are good, what not:

There is a card printed out that the senior fills out asking for free information on medicare changes, and how it affects them.

We walk up to the door. He rings the bell, they come to the door, and he calls them by name, and tells them he's here for the appointment regarding Medicare.

After we get in, we sit down.

He starts by asking them if they have Medicare part A and B.

After this, he asks about the spouse, and then proceeds to ask how their health is.

Following this, he highlights the current coverages from medicare, and explains (depending on the situation,) that there are new Medicare advantage (or supp) plans that would better benefit the client, and goes over the benefits.

At this point, he sells Med Adv, or Med Supp.

OR, he moves to a STC or LTC presentation if their Medicare is better as is.

Upon objection, the guy seems to be a really hard closer,... almost to the point where I am embarassed.

Here are his objections:

You can't get insurance after the fact, and that many people are sorry once they can't get it.

When the money comes up, he brings up the fact that the savings in the new Med plan, or LTC/STC plan is there to protect their savings, thereby asking the senior to use their savings to fund the plan.

He also throws in the enrollment period, if it applies, the fact that he'll only be in the area, and the 30-day free look.

The problems I have with his visits are:

He makes it seem, even if they never budge until the end, that he will never come back after that point. The agency itself's literature pushes referrals, but he tells me he leaves no business card if they don't buy (which I don't understand,) and that he has no interest in a referral if they don't buy.

Is this the agent being bitter after 10 years of sales not to try and leave a card or two for a possible remorse call-back by the client later? Is he hurting himself by not asking for a referral even if they thought he was a nice guy, and a friend, or family member could use the services?

Should he be asking if anybody else they know could use one of these plans, even if they don't?

My manager is awesome with what he does, but I am questionable about the last part of the selling process, with a belaboring close (which could be necessary,) and almost a bitter end if they don't with no possibility of referral/later sale.

What do you guys think? I want to pick up the good parts of his technique, while leaving the less desired parts, if possible.

healthagent · 01-06-2009, 07:47 AM

He's violating CMS rules if he's discussing MA plans in conjunction with other products? Am I right?

somarco · 01-06-2009, 08:01 AM

he leaves no business card if they don't buy (which I don't understand,)

If they don't buy, he may be doing this as a CYA. Probably hoping they won't remember his name & report him for unfair or illegal sales tactics.

The senior market is tough and a lot of carriers (and agents) got in trouble over financial "elder abuse". This includes Medicare supps (and MA), annuities and even FE.

You really have to tread softly in this market unless you want to get in trouble. There are several in this forum who apparently make a good living without bending the rules.

Referrals are earned.

It doesn't sound like this guy earns anything other than a commission.

patch36 · 01-06-2009, 08:11 AM

He is violating CMS when he rings the doorbell without an appt if he is going to discuss MA at all.

What company? Bankers or SS

Newby · 01-06-2009, 08:11 AM

I'm just taking a guess here but do you guys works for Bankers Life?

I don't know if it is representative of the whole company but that seems to be how some of their reps operate locally. Very high pressure and doesn't leave business cards so the people don't know who to report.

It sounds like the guy may be doing a good job of discovery of their needs BUT he is a scam artist when it comes to selling and closing from what you wrote here.

I LIKE to get everything done in one appointment but I never insist on it. If the client is smart, once he hears you won't be back would have to think, then I don't want you as my agent. Why wouldn't the client buy from a local agent that would come back anytime they have a problem?

patch36 · 01-06-2009, 08:14 AM

Looks like Newby and I had the same thought at the same time

healthagent · 01-06-2009, 08:18 AM

Sounds to me that if this guy could pull out a Ron Popeil rotisserie at the end just to leave with few bucks he would:

"So, no to the MA, LTC or supp? Well...watch what I pull out of my bag and I guarantee this is something you'll like. Tell me, how long does it take for you to thaw a chicken?"

somarco · 01-06-2009, 08:36 AM

Looks like Newby and I had the same thought at the same time

A variation on the man with two brains?

patch36 · 01-06-2009, 08:55 AM

I'm sure others have less flattering comparisons.

TRK3031962 · 01-06-2009, 11:37 AM

Interesting how some agents continue to get away with unethical practices. My suggestion would be to run away from your manager as quick as possible before you learn bad things and you're the one that ends up trying to explain to your state's DOI that you didn't know what you were doing was wrong.
Or you might continue to ride with them and slip them your own personal business card and go back to them in a day or two and do it the right way. You really don't need to high pressure seniors, either you can help them or you can't.
I'll ask the same question you were asked before...who are you with? Is it Senior Solutions or Bankers? Is is someone else?
Bottom line...get away from this idiot before you get caught up in something you can't get away from. Once you get away from him...REPORT HIM!! Or maybe you can just tell him to introduce himself to this forum because we need somebody to "teach" us how to do it. LOL

healthagent · 01-06-2009, 11:54 AM

The DOI does not have resources to investigate "bad" agents. With over 20,000 agents just in MD there's simply no way.

The DOI operates on complaints and very few people complain and even less know the DOI even exists.

Even when a complaint is filed it's "he said she said" with almost no actual evidence. This is how companies like Mega can stay in business for over 20 years.

SportsNut · 01-06-2009, 12:07 PM

Originally Posted by healthagent

Sounds to me that if this guy could pull out a Ron Popeil rotisserie at the end just to leave with few bucks he would:

"So, no to the MA, LTC or supp? Well...watch what I pull out of my bag and I guarantee this is something you'll like. Tell me, how long does it take for you to thaw a chicken?"

I tought the guy sounded much more like a "Pocket Fisherman" myself...

For the youngsters that have no idea what the PF is:

Popeil Pocket Fisherman

bobson · 01-06-2009, 12:10 PM

Originally Posted by healthagent

The DOI does not have resources to investigate "bad" agents. With over 20,000 agents just in MD there's simply no way.

The DOI operates on complaints and very few people complain and even less know the DOI even exists.

Even when a complaint is filed it's "he said she said" with almost no actual evidence. This is how companies like Mega can stay in business for over 20 years.

I wonder if your state is the exception or if my state is. Bad agents are hammered on hard in my state. Do I think some agents get away with stuff because people don't complain? Certainly. But real complaints get dealt with swiftly in my opinion.

Frank Stastny · 01-06-2009, 12:13 PM

I would also say Bankers Life would be a good guess.

Your manager is stuck in the 1950's. It sounds like he uses deception and high pressure tactics to try to intimidate the prospect into making a purchase. That may have worked well several decades ago but today's prospect is much wiser and better educated about insurance.

I agree with TRK3031962, get as much distance between you and him as possible. He will drag you down and get you in a world of hurt if you try to emulate his selling technique.

I will be happy to share my thoughts regarding your managers method as well as how I market Med Supps if you would like to give me a call.

tryan326 · 01-06-2009, 04:01 PM

Why not be friendly even if they don't buy now. And if they're ready to buy later on down the road maybe they'll call. Or what if they have a friend or fam mem that could use the product.

Even if these seniors want to buy in the future...they wont be doing it thru this guy is my guess and for him to say he would never come back....THATS THE BIGGEST CROCK! If there's commission to be made I bet he'll show up!

jaugusta · 01-06-2009, 04:35 PM

You know, even if they do not buy, be nice and leave the card. The best house I ever came in to was one where a sale was not made. A agent who left a while back went in to a house on a medsupp lead, did not make the sale, left no card.
They remembered the company and called and I was the one who answered the phone, so I went, and I sold 8 policies in that house.
Be nice, leave a card. Call in check in.
The guys in my office think I am nits but every Friday I call each of my clients just to say hi and see how they are. They say I am wasting my time, but I also get at least 3 referrals a week.

somarco · 01-06-2009, 04:48 PM

every Friday I call each of my clients just to say hi and see how they are.

First, that seems a bit excessive.

"Oh look dear. It's the insurance guy calling again."

That's almost stalking.

Might want to dial it back a bit, even if you are getting referrals from it. Tri-cities isn't that populous. Eventually the word will get out.

Just as important, it makes it seem like you don't have many clients . . . which may be true.

If I called all my clients each week I would not have time for anything else.

Nothing wrong with staying in touch but this sounds a bit overboard.

jaugusta · 01-06-2009, 05:00 PM

Originally Posted by somarco

First, that seems a bit excessive.

Just as important, it makes it seem like you don't have many clients . . . which may be true.

If I called all my clients each week I would not have time for anything else.

Nothing wrong with staying in touch but this sounds a bit overboard.

It may be a bit more then needed, but more then once I have got a call from them if I did not call. You have to think, most of my clients are much older people, so they love to talk anyway.
I am just trying to show them that I care. They all seem really happy about it and I got more Christmas cards then expected from them.
I am trying to take an approach that others don't, so they know that I really am trying to take care of them, be there for them, not jsut trying to make a buck off of them.
As I get more clients, I will scale it back some, but right now it works out great.

SportsNut · 01-06-2009, 05:03 PM

Originally Posted by somarco

First, that seems a bit excessive.

"Oh look dear. It's the insurance guy calling again."

That's almost stalking.

Might want to dial it back a bit, even if you are getting referrals from it. Tri-cities isn't that populous. Eventually the word will get out.

Just as important, it makes it seem like you don't have many clients . . . which may be true.

If I called all my clients each week I would not have time for anything else.

Nothing wrong with staying in touch but this sounds a bit overboard.

Might be a method to that madness... surely those client(s) will tire of the calls, and they may assist in getting you more clients just to cut down on the pesky calls...

OR... they will get a new agent... Unfortunately, this is the likely outcome, so you need to stop calling (stalking is illegal in most parts, even in TN, I think). Funny stuff.

jaugusta · 01-06-2009, 05:25 PM

Ok, point taken. Just trying to think outside of the box. But no matter what, I have gotten at least 15 referals. I never ask them for referals when I call, they call me with them.
But if you guys think it's stalking to call a client a couple times a month to say hi, then maybe I need to back off.