Earning a Senior's Trust During Phone Sales

[Itstheloa]

Hi Everyone

I'd love your opinions on this, especially if you do any sort of phone sales. Today was another example of a solid conversation with a prospect who is interested in the coverage I'm offering, is a great candidate, and wants a policy enough to provide all her information- except one bit.

Social Security Number

Now I was selling her a Forester's plan and since we are in different states, I am not allowed to mail anything for her to sign. I have to do it through a Voice App for a voice signature. Can't get the plan issued without SSN and she insists on getting this done without providing it over the phone.

I understand that she's been scammed before so I didn't want to come across pushy. However does anyone have any ideas on how to provide transparency here? I was thinking of sending her company issued reading material so she at least knows the company exists..

I'm stumped.

Thanks guys

 

[Mattschmidt]

Hi Everyone

I'd love your opinions on this, especially if you do any sort of phone sales. Today was another example of a solid conversation with a prospect who is interested in the coverage I'm offering, is a great candidate, and wants a policy enough to provide all her information- except one bit.

Social Security Number

Now I was selling her a Forester's plan and since we are in different states, I am not allowed to mail anything for her to sign. I have to do it through a Voice App for a voice signature. Can't get the plan issued without SSN and she insists on getting this done without providing it over the phone.

I understand that she's been scammed before so I didn't want to come across pushy. However does anyone have any ideas on how to provide transparency here? I was thinking of sending her company issued reading material so she at least knows the company exists..

I'm stumped.

Thanks guys

This can be a stumbling block when doing telesales. Maybe look into another company for her and mail the application to her...it's tough to get Ssn and banking info over the phone

 

[Rearden]

Bump to what Matt said.

Or talk to Greg theinsuranceman -- he does it all over the phone.

 

[Itstheloa]

This didn't even cross my mind today lol. Seriously, thanks a million, I think you just saved me a client.

*does the newbie HOORAH*

 

[RobInMich]

Hi Everyone

I'd love your opinions on this, especially if you do any sort of phone sales. Today was another example of a solid conversation with a prospect who is interested in the coverage I'm offering, is a great candidate, and wants a policy enough to provide all her information- except one bit.

Social Security Number

The trick is to ask without asking, and don't make it a big deal. If you make it a big deal, they turn it into a big deal. Try it something like this...

"Your first name is spelled J-A-C-K-I-E, correct? [yes] Ok, and you spell your last name S-M-I-T-H, correct? [yes] ...and do you know your soc. by heart or do you need to grab your card? [Oh, I know it by heart! It's 368-xx-xxxx!]"

Don't make it a stumbling block and it won't become one.

 

[Itstheloa]

The trick is to ask without asking, and don't make it a big deal. If you make it a big deal, they turn it into a big deal. Try it something like this...

"Your first name is spelled J-A-C-K-I-E, correct? [yes] Ok, and you spell your last name S-M-I-T-H, correct? [yes] ...and do you know your soc. by heart or do you need to grab your card? [Oh, I know it by heart! It's 368-xx-xxxx!]"

Don't make it a stumbling block and it won't become one.

Smooth like butter, eh.
I will work on this

I think I was so concerned with showing her I was above board that I may have made it sound like a bigger deal than necessary. She prefaced our conversation with the fact that she no longer has coverage because the last time she did, she felt was scammed into it and was adamant about not being scammed again.

 

[Rearden]

Smooth like butter, eh.
I will work on this

I think I was so concerned with showing her I was above board that I may have made it sound like a bigger deal than necessary. She prefaced our conversation with the fact that she no longer has coverage because the last time she did, she felt was scammed into it and was adamant about not being scammed again.

My experience is that sometimes those are the hardest to please -- they've had an emotional experience getting reamed by whatever reamed them.

Do what you can -- even the most experienced agents will have prospects, upon closing up an app, balk and even reject the idea of giving out an SS number.

 

[Itstheloa]

Good to keep in mind..

Thanks a lot

 

[jacobtn]

tell her to give you her medicare number instead... and hope it ends in an A haha

 

[somarco]

.it's tough to get Ssn and banking info over the phone

I can count on one hand when I have had that come up. Maybe by the time I get to the app we are like "old friends".

It just isn't a problem.

I get their Medicare #, SSN, mother's maiden name and checking info for the bank draft and never get any resistance.

No tricks. Just ask. They give.

If you are hesitant, or make it a big deal, they will sense it. I suspect you are telegraphing that you are reluctant to ask and it is coming through.

I took a phone app today from a guy that had a brain injury (so he said). Had to repeat things several times.

I told him I would send him information to review before submitting the app.

He said, "No, it won't do any good. I won't be able to read and absorb it. I just have to trust you".

And he did.