Don't Call Us, We'll Call You

[Frank Stastny]

Maybe it's my voice some people like. I use to discjockey years ago(1970's and early 80's). It sure beats knocking doors.

Now I better understand the success you have been having. You all have seen me say, many many times, that successful telemarketing is a learned, practiced art. I don't think most agents realize that. They think the "secret" is in the "script".

Granted, what is said is extremely important but how it is said makes the difference between success and failure. The tone of the agents voice, is it calm, relaxing and pleasant to listen to? Is the agent enunciating every word perfectly? Is what is being said have a nice smooth rhythm to it or is it choppy and broken by a lot of "ahs" (seal talk)?

Speaking calmly will help relax the prospect in instill confidence in what the agent is saying. Usually when someone doesn't know the answer to a question or is not well schooled in what they are talking about they usually begin talking faster and louder.

When I train an agent I strongly recommend that they tape their conversations with prospects, especially when they first begin telemarketing. Play that tape back and listen carefully to what the prospect is hearing. I can almost guarantee that what the agent hears himself saying as he is speaking does not sound the same to the prospect.

Sorry Russ, didn't mean to get off topic but I believe you hit upon something very important that accounts for a great deal of the success you are having.

 

[Russ]

Now I better understand the success you have been having. You all have seen me say, many many times, that successful telemarketing is a learned, practiced art. I don't think most agents realize that. They think the "secret" is in the "script".

Granted, what is said is extremely important but how it is said makes the difference between success and failure. The tone of the agents voice, is it calm, relaxing and pleasant to listen to? Is the agent enunciating every word perfectly? Is what is being said have a nice smooth rhythm to it or is it choppy and broken by a lot of "ahs" (seal talk)?

Speaking calmly will help relax the prospect in instill confidence in what the agent is saying. Usually when someone doesn't know the answer to a question or is not well schooled in what they are talking about they usually begin talking faster and louder.

When I train an agent I strongly recommend that they tape their conversations with prospects, especially when they first begin telemarketing. Play that tape back and listen carefully to what the prospect is hearing. I can almost guarantee that what the agent hears himself saying as he is speaking does not sound the same to the prospect.

Sorry Russ, didn't mean to get off topic but I believe you hit upon something very important that accounts for a great deal of the success you are having.

That's fine. Appreciate your input.

I was calling T65's yesterday afternoon....one's that will be on Medicare April 1st, 2010 and wrote another female a MoO policy.

Love doing it!
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I always leave a conversation with me calling them back. If they say they will call me next week, I will say, do you mind if I give you a call on Wednesday to check in to see what you've decided. I have NEVER had anyone tell me that they would rather call me than me call them.

Well...the man I was talking about....the one that was going to call me back today, did in fact call me. He said...."I can't focus on it right now...the holidays and other stuff going on." Said he was going to wait until the first of the year.

I tried and tried to convince him to let me help him now, but he wanted to wait until January. Told him it wouldn't take more than an hour to complete the paperwork, etc.........making a mountain out of a molehill.

At least he called.

 

[Kgrambo]

Yeah I find clients will use any and all excuses to put things off. It is best to follow up with them. I will even schedule the follow up call with them right then. "I will call you on such and such date". Most client appreciate that level of professionalism.
If you find they are, as mentioned before a ding dong, then you do not want to do business with them anyways. Those are the 20% who take up 80% of your time.

 

[jody108]

i just saw a husband wife who are perfect candidates for a med supp company switch and the wife was all for it and the husband wants to make a few calls. said he would call me before the weekend....i think ill be calling him on friday and writing them on saturday.

that is generally a polite "no thank you."

Good cop, bad cop...

Good wife, bad husband.

In my experience anyway.

 

[VaDwayne]

I've been getting lists since earlier this year of those soon-to-be 65, within a 20-40 mile radius of my office and calling them to see if they are in the market for med-supps and PDP's. The names are checked to verify their not on the "do-not-call" lists.

I've been consistently writing Medicare supplements and PDP plans off of the lists. Some of those I've written almost act like they've been waiting for me to call them. I then make the appointment and go write them. Ninety-nine percent of those I've called have been respectful to me. Only a couple of jerks so far. Plus I've gotten several referrals I've written.

I've called some that told me to send them my business card or some literature...they weren't ready to buy now and they would get back with me within a few weeks(I call about 4 months before their Medicare starts), which leads me to the title of this thread.....

People NEVER call back. Of all of the one's I've written that required a followup, I've had to call them back...make the appointment and write them. They'll tell me they were meaning to call, etc., but...you know the rest of the story.

I've been doing this about 4 months now, with great success. It just surprises me that people NEVER call back. Not that I mind calling them back. It's my job and how I make a living. It's just surprising that they don't ever call back.

To any of you out there looking for a good market to work, the T65 market is great. I love telemarketing...have been for years. Maybe it's my voice some people like. I use to discjockey years ago(1970's and early 80's). It sure beats knocking doors.

Just an idea, do you use magnet cards that they can put on their refrigerator?

 

[theinsuranceman]

Here's an idea:

Say you're talking to someone in Wayne County (on the phone), and the prospect has a medium interest level. The prospect says "let me think about it, call me next week".

(If face 2 face appointments are being set)..You say "I wish I could but unfortunately I can't. The enrollment period for Wayne County is THIS week. Next week we'll be enrolling people in a different county". Then say something along the lines of "which day THIS week is best for you and I'll check to see if I have an opening available", etc., etc.

(If on the phone sales)..Say the 1st 3 lines above and add: If this is a bad time to make a decision I can call you back either tomorrow morning or tomorrow afternoon. Which is best for you?

If they still won't commit say "well..we can't help everybody. So sorry you're missing out. Lots of people are taking advantage of this. Have a good day. (Said with a nice easy going tone)

When they hang up, your "take away" makes them feel like they might have made a mistake by not committing. Then, when you call them back in a week or two (because your manager asked you to) they will probably be more eager to do business with you.

 

[Russ]

Yeah I find clients will use any and all excuses to put things off. It is best to follow up with them. I will even schedule the follow up call with them right then. "I will call you on such and such date". Most client appreciate that level of professionalism.
If you find they are, as mentioned before a ding dong, then you do not want to do business with them anyways. Those are the 20% who take up 80% of your time.

I find about half of them that say to call back, will not answer the phone. They must have caller ID and they know who I am and simply will not answer. I would say that relates to about 50% of those that I call back that made up some BS excuse or legitimate one. A small percent of them will eventually call me.

Maybe 25% of them will answer again and not buy. Maybe about 1 out of 4(25%), that are call backs will wind up buying.

Maybe 2-5% of those that I call will buy(or be sold), first time.

Oh...I called this man back that I talked about in this thread. I left a message with no return call. Bye-bye Mr. Suspect.

Also...I wrote a T65 lady a med-supp yesterday that called me back. It does happen occasionally.
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Just an idea, do you use magnet cards that they can put on their refrigerator?

No....business cards only. Good idea though.

 

[Frank Stastny]

Russ,

Good breakdown. That is very similar to what I experience in the senior market.

The single most important piece of information I want is the name of the company they currently have their Med Supp with. (I work the over 65 market and I know you work T65.)

If that is the only information I get from them during the initial phone call it has been a successful phone call and that prospect will eventually will become a client regardless whether or not they say "call me back". If they say that I do call back but if a sale doesn't result then I pick the time to call them back, maybe a year or more later.

One of the many things I like about the senior market is that I don't have to use an emotional approach to sell Med Supps. If I can save them money they will most likely buy, if I can't there is no reason to keep them on the phone or keep calling them back until I can save them money.

No smoke or mirrors and at no time do the fingers leave the hand. It is simply a matter of economics for them.

The senior market is the only place I have found where when I walk out of the house with a signed app that my new client has more disposable income than they did when I walked in the door.