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Scripts & Customer Engagement Models
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Tips to Keep in Mind from Mutual of Omaha
Get to No
Traditional thinking says to get people to say “yes,” even if it’s a small concession. However, clients are likely conditioned to have their guard up against saying yes too early. Rather than looking for that small win, try taking the approach of using “no.”
Getting a client to say “no” is empowering for them: it makes them feel protected, not pressured. Allowing them to have that power, they’re more willing to participate in a conversation.
Sometimes changes in language can be nuanced. For example, rather than saying, “Can you talk for a few minutes?” try, “Is now a bad time to talk?” Or, “Is it silly to say we can get you more coverage while not breaking the bank?”
For example, a client who seemed ready to purchase a life policy suddenly stops answering phone calls. Your first response might be to begin an email with an open ended question, “Are you having second thoughts?”
That line of conversation is a road to nowhere. Rather, try the label approach.
Agent: “It seems like you have concerns about making such a big commitment.”
Client: “Yeah, I’m a little worried about it.”
Agent: “I’m sorry to hear that. Let’s go through your concerns and be sure this is the right policy for you.”
There is a huge difference between “you’re right” and “that’s right.” “You’re right” infers the desire to get out of the conversation. “That’s right” continues the journey of a deal. An example would be after some discovery conversation with a senior-aged client:
Agent: “So let me repeat back to you what you’ve said to me, and correct me at any point. You’re worried about out-of-pocket costs that may come with dental care that’s not covered by a Med supp product.”
Client: “Yeah, that’s right.”
Tips by Mutual of Omaha's Mutual Matters 1Q2018