Seniors Being Too Chatty

akingsdaughter · 10-08-2009, 09:47 PM

I set my own appointments and make cold calls. For the last two weeks, I've noticed that seniors are being too chatty which is negatively impacting my call to appointment conversion ratio. They are voicing their concerns over the possible "insurance for all" proposal as one senior called and don't understand why they are being asked to pay more for their health care. Of course, I say the usual things about formulary changes, annual price increase due to macro/micro changes, but overall they are angry. This long talk time is not good for me because I am getting less appointments. Because they are seniors, I am respectful and get off the phone as soon as I can in the best way I can if I see that I will not be able to help them.

Are any of you being impacted by this? If so, what are you doing to combat it? If not, how would you handle. As we get closer to Nov. 15, I want to talk to more seniors and not less.

DS4 · 10-08-2009, 11:17 PM

Originally Posted by akingsdaughter

I set my own appointments and make cold calls.

Are you "cold calling" seniors for MA & PDP???

Frank Stastny · 10-08-2009, 11:38 PM

Most likely it is because you are relinquishing control of the phone call/coversation. Maintaining control is imperative to your degree of success.

I get the four most important elements early in the phone call without allowing them to take control. (Name of company, how much they are paying, tell them exactly what it will cost if they had a policy with you and ask some general health questions.) Once I have that they can be as "chatty" as they want to be along as I can save them money.

They may be "looking for an argument" and you may be accommodating them.

Winter · 10-09-2009, 12:12 AM

Originally Posted by akingsdaughter

I set my own appointments and make cold calls. For the last two weeks, I've noticed that seniors are being too chatty which is negatively impacting my call to appointment conversion ratio. They are voicing their concerns over the possible "insurance for all" proposal as one senior called and don't understand why they are being asked to pay more for their health care. Of course, I say the usual things about formulary changes, annual price increase due to macro/micro changes, but overall they are angry. This long talk time is not good for me because I am getting less appointments. Because they are seniors, I am respectful and get off the phone as soon as I can in the best way I can if I see that I will not be able to help them.

Are any of you being impacted by this? If so, what are you doing to combat it? If not, how would you handle. As we get closer to Nov. 15, I want to talk to more seniors and not less.

Chatty is when they want to talk about their poodle's last trip to the vet. Sounds to me like you are running into some MA rage and confusion because so many of them are crap, but to compound matters you are trying to sell them another one. Hmmmm. No doubt that does not work out well.

If I talk to someone on the phone about a med supp and they start getting chatty, all the better. They can't talk without me figuring out at least something about them and increasing the odds of hitting on some personal area we can connect. I have no problem shutting it down. If they keep going I just confirm to them that that is why we need to get together. Of course, you have to mix Frank's comments in there too. There is no getting together if the fundamentals have not been scoped out somewhere through the chit-chat. If I just want a friend I will get a dog.

akingsdaughter · 10-09-2009, 02:09 AM

Originally Posted by DS4

Are you "cold calling" seniors for MA & PDP???

Med Supp and Final Expense

DS4 · 10-09-2009, 02:45 AM

Originally Posted by akingsdaughter

Med Supp and Final Expense

Good.
I don't think too many of your Ins companies would forward your commission renewals to your CMS prison cell.

jdeasy · 10-09-2009, 05:09 AM

If you don't want to talk to chatty people, then the senior market is not for you. I love that part of the business. They will talk to a person they trust. I don't do business with seniors that won't talk.

G.Gordon · 10-09-2009, 05:20 AM

Get off your money grubbing high horse and talk to em. They've been around more than you, know more than you, and if you can't spare a couple of minutes of your precious time... GET OUT OF THE BUSINESS. Stop worring about your appointment/hour ratio and LISTEN... really. Write stuff down and respond. If you have to call back look at your notes. You are probably the first person in a long time that took the time and that probably includes most of their family.

VaDwayne · 10-09-2009, 05:26 AM

Originally Posted by DS4

Are you "cold calling" seniors for MA & PDP???

Good point.....

HarryRenard · 10-10-2009, 01:36 AM

I cant even belive someone posted this.
What next "Seniors not, salting and shoveling Walkways"
If you complain about prospects talking to much I cant imagine your that much anyway, Its when they dont talk you have to worry.

WinoBlues · 10-10-2009, 02:18 AM

How do you handle them when they call for service?

I'll talk to them, send them to me. ;-)

Russ · 10-10-2009, 02:57 AM

You do have to take up time with seniors. When I have an appointment with one, or both husband and wife, I tell my wife I'll be back in 2-3 hours. At least 80% of the time, the time it takes me to see them and get back to my office verifies. It's when they don't take up time with you and buy your product, that you need to worry.

sman · 10-10-2009, 04:49 AM

I look at it this way, you can build a transaction based
Business or a relational business. With a transaction based business, you will get replaced more often and much fewer referrals. With a relation based business you will retain more business and get many referrals.

The only way to build a relation based business is by spending time with your prospects/clients.

Spend the extra time with them. It will pay dividends down the road.

WinoBlues · 10-10-2009, 06:20 AM

Originally Posted by sman

I look at it this way, you can build a transaction based
Business or a relational business. With a transaction based business, you will get replaced more often and much fewer referrals. With a relation based business you will retain more business and get many referrals.

The only way to build a relation based business is by spending time with your prospects/clients.

Spend the extra time with them. It will pay dividends down the road.

Sheesch! don't let the secret out. I love the transactional guys. I have built a good part of my business on their work.

OK,OK before you label me, who is the bigger ass the guy that sells um and leaves/abandons/orphans them or the guy that services them, does an agent of record change then sells them, their kids, their mom and that jerk brother-in-law that hates insurance.

Don't even get me started on how much I love Primerica.

I used to send one of the local RVPs thank you notes every time they go into one of my homes.
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arnguy · 10-10-2009, 10:07 PM

Originally Posted by WinoBlues

How do you handle them when they call for service?

I'll talk to them, send them to me. ;-)

I think she (askingdaughter) just hangs up on them!

Jessica Durphy · 10-17-2009, 04:28 AM

WOW, yea, I agree with all these guys, the Senior market really shouldn't be your Career! It's true what Frank said about being in control, get the information you need... then be and "ear!" You know, they probably haven't seen or heard from their own daughter since church on Easter Sunday! Take time for them, if you do, they'll trust you and love you and REFER you!