Good Morning / Afternoon may I please speak to Mr/Mrs........?
You are speaking to xxxxxxxx
And I am calling from [Company Name] Value Added Department with regards to your ( ) Policy
How you are doing Sir/Ma’am (wait on customers response and reply accordingly)
Mr/Mrs.....the reason for my call is regarding the policy you had with us previously for …….we are concerned because your cover has now lapsed due to disputed payments/Returned Debit orders or cancelling the policy, May I ask what specific aspects make you feel this way?
| Objection |
Reason |
Objective |
Response |
Response 2 |
| Affordability |
- "I have been battling financially"
- “It’s too expensive.”
|
Highlight the long-term value of the policy, like benefits, waiting periods, claim wins.
Offer different cover with affordable premiums. |
I completely understand that times are tough,and every rand counts. We want to ensure your family is protected without straining your budget.That’s exactly why we offer different cover levels designed to cater for your needs.
The truth is, funeral expenses come suddenly and cost tens of thousands of rand. Having even a small policy in place means your family will have money when they need it most.
Let’s look at a plan that works for your budget and still gives you that safety net. I’m here to help you find the right fit
If Prem/PC/PW:
Remember as a customer you could qualify for up to 40% back in eBucks
Let’s look at a plan that works for your budget and still gives you that safety net. I’m here to help you find the right fit
|
I completely understand that times are tough,and every rand counts. We want to ensure your family is protected without straining your budget. Remember you will only pay when you use your facility. So if you use R10,000 on your you will only pay . It’s a small price to pay for big peace of mind |
| Lack of Urgency |
“I will have to think about it first”
“I will have to speak to my partner/spouse first” |
Create urgency by explaining time-sensitive benefits.
Offer to schedule a follow-up to keep momentum.("Can I schedule a conference call with your spouse/partner to address any questions he/she may have at the same time")
|
I completely understand as this is an important decision, and it’s natural to want time to think it through. Many of our clients felt the same way at first. What helped them was having all the information upfront, so they could make a confident choice when they were ready.
Just remember, the sooner you’re covered, the sooner you and your family are protected. We want to ensure that in a time of need your family can focus on healing and not on bills. Can we go ahead and activate this plan for you. |
Emphasize on making an informed decision when including the spouse or partner. " I can send you the quote for you to go through to see all your benefits of this cover and that way you can make a more informed decision.
|
| "Not Interested" |
"I am already covered"
"It wont work for me" |
Understand the Root Cause
Use real scenarios of what can happen and how the customer may benefit from the policy.
Offer a Soft Exit or Value Add, if the customer is truly not interested |
If the Client is covered already:
This is great to hear, what I can do is refer your details to one of my colleagues and they can have a look at your current Life Cover to see if we can match or better your current premium. Can I go ahead and get one of my colleagues to contact you?
If Yes: wonderful, please ensure you have your current policy schedule on hand as they will request a copy from you
|
Life can be unpredictable. This Debt Protection Plan is like a safety netwhich means your family won’t need to worry about loan repayments during tough times. Over and above that it will also assist you should you become temporarily disabled or retrenched by paying your instalments for up to 12 months. |
| Previous Negative Experience |
"I had a bad experience with your company before"
"I know someone who had a lot of hassle with your company when it came to a claim" |
Acknowledge their experience empathetically
Explain what’s changed or how you’ll support them differently.
Let the client feel heard, ackowledged and important to the company |
I am sorry to hear that you had to go through that experience, I am here to assure you that when it comes to this policy, we do due diligence to ensure you are treated fairly and with respect in your time of need as that is our main goal, ensuring you do not have to worry about the process when needed to claim on your cover. |
I am sorry to hear that, maybe if we look at where the break down happened we can look at a way forward by ensuring the same mistakes are not made. |