Coming through and out of the recent COVID-19 pandemic, there has been no hotter insurance market than Final Expense Insurance.
But, the market and consumer has changed and your sales processes are going to need to adapt. Final expense insurance has quickly shifted from a kitchen table conversation to a telemarketing, phone conversation.
My goal today is to hone your final expense telesales skills so that you can grow your insurance business with this opportunity.
Why Focus on Final Expense Insurance Telemarketing?
For the foreseeable future, final expense insurance customers expect you to be talking to them over the phone or on a Zoom call, not setting up an in-person meeting in your office or their home.
Consequently, your sales skills are going to need a bit of refining.
Switching from In-person to Telesales Selling Style
One of the biggest adjustments you’ll need to make is shifting from a two-step close – selling the in-person appointment, and then the insurance policy – to an all-in-one telesales closing style.
In it’s simplest form this is using a telemarketing sales script or framework that looks something like this:
Opening/Introduction – a simple greeting and clear identification of who you are.
“Hi, Susan! This is Bill from ABC Family Insurance Agency. I’m following up on the request you made online for some info on Final Expense Insurance.”
Trust and Credibility – a quick open-ended question that disarms their defenses and starts a normal (non-salesy) conversation.
“What questions can I answer?”
Building the relationship – Simple lifestyle questions that continue to relax the client and allow you to begin qualifying them.
“What do you do for a living? Has that changed with all this Corona-stuff?”
“Are you married? Are you all having to figure out this Work From Home stuff together? Luckily my wife is a teacher and they are doing in-person school. How about you all?”
“Do you have kids? Are they doing in-person or virtual school?”
Pivot to the application – Once you have some small talk under your belt and you’re beginning to shift to more personal questions, it’s time to pivot to the application. Make sure you don’t get lulled into gabbing too much and forget the opportunity at hand.
“I could chat all day with you, but I’m sure you have a million other things going on and I want to be mindful of your time. Let me ask a few questions and get your final expense insurance application started.”
Close and Next Steps – Wrap up the conversation in a concise way, but leave them with a clear understanding of the next steps and the process of getting their policy in place.
“Okay, Susan I’m going to get this submitted right now. Here’s what’s going to happen next… Any questions?”
This is a very general final expense telemarketing script, but honestly, you don’t need to overthink your sales script. But, you do need one and you do need to practice it.
The secret to telemarketing sales is practicing and refining your sales script. You want to get to a place where you’re confident in your pitch and that confidence comes through to calm and reassure your customer that they’re in good hands.
Why Should You Use a Sales Script?
Sales scripts keep you focused and gives clarity to your customer. When you’re on point and following a well-constructed outline – points that you need to cover – customers quickly fall in behind your lead. They stay attentive and can clearly and confidently follow you into the application process.
Here are a few masters in our industry talking about the importance of sales scripts and how they use them.
Cody Askins on How Important is a Good Script?
Watch Cody Askins Do Live Final Expense Cold Calls
David Duford on Final Expense Sales Presentation by Phone
Final Expense Telemarketing Requires Organization
Probably one of the most common challenges agents run into is getting and staying organized.
Final expense can be a complex topic, both for you and the customer. Customers are also often distracted and eager to get off the call and onto their next thing. This mix can quickly turn into frustration or confusion if you’re not well organized and ready for any question or objection.
The best way to do this is to create a Frequently Asked Question (FAQ) cheat sheet that you can reference. Creating one of these is as simple as writing down questions that keep coming up on calls. Then you can continually update, research, and refine these answers into a living document that sits at the ready for each call.
Using (and practicing) your sales script along with your FAQ will make your sales calls more streamlined and most importantly helps to keep your customer engaged.
Buying or Generating Final Expense Leads
The next most obvious question is where can we get some of these final expense telemarketing leads.
Because of the current state of the market, many of you may be getting overwhelmed with fresh final expense from your website or just inbound calls. But, don’t forget that there are hundreds, even thousands of leads available for you in the Aged Lead Store whenever you need to pump up your commissions.