laptop sales presentation handbook - united … sheets v2/library... · laptop sales presentation...

Laptop Sales Presentation Handbook 1 LNL2038 1011

Laptop Sales Presentation

Handbook


Table of Contents Introduction .............................................................................................................................. 3

Why was the Laptop Sales Presentation Created? ................................................................. 3

Needs-Based Laptop Sales Presentation Format ................................................................... 3

Other Laptop Sales Presentation Formats .............................................................................. 4

Understanding the Need for Insurance ................................................................................... 4

Sales Process of the eApp and the Needs-Based Laptop Sales Presentation ........................ 4

Advantages of the Laptop Sales Presentation ........................................................................ 5

Where to Find Resources ........................................................................................................ 5

Product Information ................................................................................................................ 5

eApp/Laptop Sales Presentation Installation Online Resources ............................................. 8

FAQ, Most Common Errors, General Tips, and Talking Points ............................................ 9

FAQ ........................................................................................................................................ 9

General Tips ..........................................................................................................................13

Talking Points ........................................................................................................................20

Printing the Closing Script ..................................................................................................24


Introduction Welcome to the Laptop Sales Presentation Handbook! Our Agents are a part of Liberty National history. Liberty National has evaluated the best sales practices of our most successful Agents to create the Laptop Sales Presentation. Now you can benefit from their proven methods to earn more money faster! Liberty National‟s Laptop Sales Presentation is one of the leading technological tools in the insurance industry. The Laptop Sales Presentation streamlines many processes an Agent goes through, making the sales process much more efficient at the core – interacting with policyholders and prospects. The Laptop Sales Presentation has many advantages for Agents, including:

Accurate rate quotes

Accurate needs analysis

Consistent and accurate sales presentations

Higher closing ratio

Increased sponsorship collection

Increased production

Increased business retention

Increased product knowledge

Why was the Laptop Sales Presentation Created? Agents have multiple places they can go to for product information. They have Brainshark Online Training, marketplace bulletins, brochures, policies, and classroom training with their managers. However, Agents needed something they could take with them to an appointment and review the highlights of each of the products with a prospect. To address this and make training more efficient, the Laptop Sales Presentation was created. The Laptop Sales Presentation takes the guesswork out of the sales process. The Home Office-approved product videos sell the Company and our products for you. All you need to do is build a trusting relationship with the prospect, and close the sale.

Needs-Based Laptop Sales Presentation Format The Laptop Sales Presentation attached to the Individual eApp is a needs-based presentation. The program is based entirely on the prospect‟s needs for insurance and takes into account insurance coverage already in place, whether through work, outside of work, or with us. We don‟t want to sell someone policies they don‟t need or can‟t afford. As an Agent, it‟s your job to sell suitable coverage, meaning a policy that‟s appropriate for that person‟s lifestyle and financial situation. When you sell suitable coverage, persistency increases. That means you earn more money, higher bonuses, and more referrals by keeping the policy on the books longer. (Needs-Based Laptop Sales Presentation)


Other Laptop Sales Presentation Formats The Laptop Sales Presentation videos for Worksite, Med-Supp Laptop for Traditional Branches, and the Conversion Laptop aren‟t programmed with the needs-based logic to determine what the prospect can afford and which products meet the prospect‟s needs. So what does this mean for the Agent? Since these are a separate program from the eApp, the Agent must determine which product is most suitable for the prospect and help the prospect determine how much he or she can afford to spend. These formats still provide the Agent with professional, Home Office-approved videos that explain the product to the prospect. (Worksite) (Med-Supp)

(Conversion)

Understanding the Need for Insurance Understanding the need for insurance is important for prospects to make sound financial decisions. Many people don‟t understand how insurance works or how the different types of insurance meet different needs. The Laptop Sales Presentation allows the Agent to help the prospect individually through the Home Office-approved videos.

Sales Process of the eApp and the Needs-Based Laptop Sales Presentation The Laptop Sales Presentation follows a set process when used with the Individual eApp. Listed is the typical sales process of the Needs-Based Laptop Sales Presentation.

1. Obtain referrals and/or leads from cold calls or sponsorships 2. Set up an appointment with the referral/lead 3. Synchronize and Update the eApp 4. Arrive on time to the appointment


5. Click „Start Presentation‟ in the eApp a. About Liberty National video plays b. Introductory Offer videos c. Obtain referrals d. Fill out the Needs Survey e. Product videos chosen by the prospect based on the Survey f. Close the sale g. Complete and sign the eApp h. Prepare prospect for additional underwriting requests/QAC call i. Deliver the policy

Advantages of the Laptop Sales Presentation Customers like to see what they‟re getting for their money. The Laptop Sales Presentation gives Agents the competitive edge they need to show prospects exactly what we can offer them. The Laptop Sales Presentation enables the Agent to:

Deliver a consistent message

Present information in compliance with insurance laws

Sell more by speaking in a manner the prospect understands

Look and sound more confident when presenting

Deliver a professional presentation

Suggests other products we have available the Agent may not have remembered to present The Laptop Sales Presentation also takes care of several important elements:

Ensures prospects‟ needs are taken into consideration when quoting

Helps you efficiently gather prospects‟ information to see what insurance they qualify for

Reinforces the need for insurance by allowing prospects to both see and hear the message

Delivers animation and effects that make a powerful presentation

Where to Find Resources In our competitive world, products and methods are constantly improving. Liberty National has several resources to help keep you as up-to-date as possible. Knowing where to find these resources is important. For example, if you are licensed in multiple states these resources can help you keep track of what is available in your state and what is required. Also, if you‟re filling out a paper application these resources can help you determine which application you need and which forms need to be left with the applicant. This helps you arrive at an appointment fully prepared and ready to press the play button on the Laptop Sales Presentation.

Product Information Up-to-date information on Liberty National products is found in several places. The number one location is the www.libertynational.com Agent Services website.


Under „Online Forms‟, the individual product pages show which paper application the product uses, if the application is available on the eApp, and links to the brochure, rate cards, and other forms. The image on the next page shows the product page for CareerLife Plus. Alabama (AL) has a blue icon next to the application number. This means the Alabama CareerLife Plus application is available on the eApp. The application number is still listed in the event you have to fill out the paper application.

This icon means that this app is on the eApp


The right side of the page notes if the product is approved for individual sales, worksite, or both. It also provides links to the Marketplace Bulletins and Product Training Outlines, which provide further details about the product.

‘Product Availability’ and „Sample Policies’ are also available on the Agent Services website.

The Product Availability sheets show all the products available in each state. The Sample Policies show a sample policy for available products. Brainshark Online Training is another resource.

„Available on the eApp‟ icon.


You can access this training tool at www.brainshark.com/torchmarkcorp. This free, online training educates Agents on products, software, and processes.

eApp/Laptop Sales Presentation Installation Online Resources On the Agent Services website, you can download a printable PDF of the Minimum Laptop Requirements and the Installation/Troubleshooting Guide. The Minimum Laptop Requirements lists computer hardware requirements for your laptop to use the eApp and Laptop Sales Presentation. The Installation/Troubleshooting Guide provides detailed installation instructions and troubleshooting tips for common errors during the installation process with screen shots as visual aids. This troubleshooting guide provides installation instructions for both the thumb drive and Internet installation. It is recommended you use the thumb drive for installation.


FAQ, Most Common Errors, General Tips, and Talking Points In this section, we‟ve provided the most frequently asked questions about the eApp and Laptop Sales Presentation, general tips about the eApp and Laptop Sales Presentation, and talking points for the Sales Process.

FAQ Q: How should I download the eApp and how long will it take? A: The best download method is to use the thumb drive in your Manager‟s office. The thumb drive has everything you need to download in one file. This process only takes about 20 minutes. If absolutely necessary, click on the „Download Instructions‟ link on Agent Services. Unlike the thumb drive, the Proposal System and eApp must be downloaded from the Internet separately. This process takes about 2.5 hours depending on bandwidth availability. To speed up Internet download, attempt download at night during off times when others are less likely to be attempting download.


Q: How often do I need to update the eApp? A: The eApp requires you to „Synchronize and Update‟ every seven days with a proven Internet connection. Synchronizing and Updating is easy – just click the button in the image shown below.

Q: How do I access my sponsorships? A: From the Landing Screen, click the „View Sponsorships‟ button. Once on the Sponsorships page, you can add referrals and update the status of existing referrals. As shown in the illustration on the next page, click on the lead status to change the status.


Q: Do I need to include banking information on a trial application? A: Yes, always collect correct banking information even on a trial application. Once approved, the initial premium of a trial application can be approved via C.O.D (Collect on Delivery) request. It also helps cement the applicant‟s commitment to paying the premium. Q: When is the insured‟s bank account drafted for the initial premium? A: The bank draft request is sent by the Home Office the day the application is received by the Home Office. The actual date the funds leave a customer‟s account depends on the processing time of the financial institution. As a rule of thumb, the customer should expect the draft to occur within 24-48 hours. Q: Can I view my applications after they have been sent to the Home Office? A: Yes, you can view existing applications in the eApp by clicking the „Existing Applications‟ button. After the application is signed, you can‟t make any more changes. If the customer wants to add coverage, start a new application. This is also where you‟re saved and unsigned applications are stored.


Q: Does the eApp and Laptop Sales Presentation support my Mac? A: No, the eApp and Laptop Sales Presentation only supports Windows XP, Vista, and 7. Mini PCs and Mini tablets should not be used due to issues with DPI and Display requirements. Q: Does it matter which web browser I use while connecting with the Home Office? A: Yes, Internet Explorer is the only compatible web browser for the eApp. Don‟t use Chrome, Mozilla, Safari, etc. if it can be avoided. Internet Explorer can be downloaded for free at windows.microsoft.com/en-US/internet-explorer/products/ie/home. Q: I only have the „Online‟ logon option; the „Offline‟ option is not working. A: eApp requires an online update every seven days. You can‟t log into the eApp if you have not synchronized your eApp in the past seven days. Synchronize and update online to regain offline access.

http://windows.microsoft.com/en-US/internet-explorer/products/ie/home




Q: Can I go back to the „Final Offer‟ screen when I‟m in the eApp? A: No you can‟t return to the „Final Offer‟ screen from the eApp. The „Final Offer‟ can be viewed from the „Existing Applications‟ screen as long as the eApp hasn‟t been saved. Once the eApp has been saved, the „Final Offer‟ becomes unavailable. Q: I entered the banking information incorrectly or the client called me with corrected information. What can I do? A: Contact your Branch Manager immediately. Your Branch Manager needs to contact the Home Office and give us the correct information to continue processing the application.

General Tips o Make sure all Firewall applications are disabled during install. This includes Norton Internet

Security, McAfee Security Center, and User Account Control (UAC) for Windows Vista and 7. Verify that Advanced Security Windows defender is disabled, if applicable. Also, verify you have Administrative privileges on your laptop to install the eApp properly.

o The Needs-Based Laptop Sales Presentation is based on the premise that the most basic need is Final Expense. Then, Income Protection, Mortgage, and Education. So the system always defaults to Final Expense first. If the prospect has Final Expense insurance in place already, the system removes that video and moves to the next need.

o The Needs-Based Laptop Sales Presentation calculates a premium budget for the customer based on 2.5 percent of their income. When the customer tries to apply for coverage with a premium more than 2.5 percent of their income, the disclaimer shown on the next page appears on the „Final Offer‟ screen. The disclaimer appears because the higher the applicant goes above 2.5 percent the more likely the policy will lapse.

o The 2.5 percentage is based on research showing most people can afford to spend only 2.5

percent of their income on insurance. We‟ve lasted more than 110 years in business because we care about our customers. We want them to be aware of when they‟re going over budget so they are less likely to drop coverage later because they can‟t afford it.

o In the unlikely event your computer freezes in the middle of the presentation, restart your

computer and chat with the customer while you wait. Once your computer is restored, open the eApp. Check the „Existing Applications‟ button to see if the customer‟s information was saved. If it wasn‟t saved, go back through the presentation to where you left off.


o You may find many prospects don‟t understand insurance. People may not search the Internet unless they‟re a price shopper and assume, incorrectly, that all insurance is equal. Many people don‟t know what they need, what addresses their needs, or how much it costs. They need help from someone they can trust, who can educate them, and provide a valuable service by offering solutions to their needs!

o Make sure you do not borrow anything from the customer. Carry an extra pen, have scratch

paper, and a calculator with you. Do not use your phone calculator. o Be empathetic; listen and understand their needs, concerns, and financial situation. These

key phrases indicate you care and understand their needs: o I can appreciate… o I understand… o I want to make sure you are comfortable o A time tested way to handle objections – Feel, Felt, Found.

I understand exactly how you feel. In fact, many of my customers felt the same way but they found that … after I (worked with them to identify their needs; provided a valuable service to them; made sure they understood …, allowed me to help them …)

o You must enter data in all required boxes on the „Needs Survey‟. If you enter a zero in any

of the fields, the Home Office assumes the correct information is $0 and processes the application based on that number. Make sure you fill out all information accurately.


o Customers that say they want to be cremated may not have any idea how much it costs but

they believe it is obviously cheaper than a standard casket burial. Cremations run from $700-$15,000 depending on the services customers want done1.These services include: casket rental and viewing, urn burial in a standard grave, urn quality, family travel, final medical bills, and unsecured debt. Be prepared to have this discussion.

o You cannot change the premium amounts; you must change the coverage amount and the

new premium automatically calculates when you click „Recalculate‟. Don’t forget to click „Recalculate‟ each time you change anything on the Final Offer!

1 What It Costs, July 28, 2011.

All information is required. This makes it seem as if the applicant can‟t afford to buy any product. If this is submitted, the Home Office will decline this application.


o If you face price objections, keep the quoted key elements (Final Expense, Income Protection, Mortgage, and Education) in place and reduce the amount of coverage or the number of years in the term. You can either remove a product, lower the face amount, or reduce the term of coverage.

o Useful phrases: “I understand we have a budget issue. So let‟s reduce the amount of

coverage here.” “Is this amount more suitable?” “Which need is your highest priority?”

o Let the customer(s) make the decisions. You aren‟t qualified to make financial decisions for

the customer. You may know their age, health status, and habits, but you don‟t know their financial situation and never assume you do. Read the story below from a fellow Agent to find out why.

o Recently, I was in a prospect‟s home and she explained that she had been unemployed for several months and only received $1,000 per month. After she saw the Needs-Based presentation and realized the cost of final expenses, she said “Let me go get my checkbook.” I was concerned enough that I asked her if she could afford the additional premium, month in and month out, for this coverage. I didn‟t want to put her in a financial bind where she would eventually have to drop the coverage. She replied “I will just cut back on going out for lunch.”


o You‟re the field Underwriter closest to the customer. Add any information that will assist the Home Office Underwriter. The notes aren‟t read as part of the application submission process; the notes are read by the Underwriters as part of the decision to accept the risk by offering the customer coverage.

o When required, enter an accurate Oral Swab specimen number, for the application to be

successfully processed. The code is at the bottom of the Oral Swab form as shown below. Entering accurate numbers keeps your commissions on schedule and the policy is issued faster.

o Make sure you have an adequate supply of Oral Swabs, brochures, and any other items you

need. The more prepared you are, the more professional and trustworthy you look to the customer.

o Don‟t put dashes in bank account numbers or routing numbers in the eApp. Ask the customer to allow you to see a voided check or ask the customer if they have a statement. If the customer doesn‟t have either one, ask the customer to go to their online account or call their bank to get the numbers. Make sure the customer isn‟t using a deposit slip. There are numbers in the same location as the check, but it is not the same numbers. Below is an example check followed by the „Bank Information‟ section in the eApp.


o We don‟t draft up front on Trial applications, but we do need valid banking information so the

app loads properly and is ready to go when approved. o The applicant must type his/her name. Under no circumstances can anyone type another

person‟s signature. Electronic signatures are legally binding. If they don‟t know how to type, but would like to indicate their signature, you can point to each letter and tell them to press that key. When they have finished typing their name, say “See, John, you can type. You just typed your name.” This helps when a quality assurance call is made and customers are asked if they typed their own name.

9876543210123

9876543210123


o Make sure you advise the customer to expect a quality assurance call regarding their

application. The QAC representative attempts for seven calendar days to reach the customer by phone. If the seven-day period lapses and the customer hasn‟t responded, QAC sends the customer a letter. The customer then has seven days to respond to the letter or the application is cancelled. Read the Agent‟s Instruction Guide for full guidelines.

o You have an advantage when you upload your applications daily. You get your commissions faster! When connected to the Internet, just click the „Upload/Download‟ button on the Landing Screen of the eApp as shown below. Uploads take under one minute to complete and you can receive a confirmation text or e-mail that the Home Office received your apps.

o It is important to remember the signed and dated eApp is a legal document – just like a

paper application which has been completed and finalized in a home. Please make sure everyone understands that the customer must always electronically sign the application themselves and you can never sign on behalf of the customer. If you need to make an


alteration to a signed app, contact your Branch Manager immediately. Your Branch Manager will contact the Home Office to resolve the matter.

Talking Points Below you‟ll find some examples to help you transition between elements throughout the Laptop Sales Presentation. We‟ll start at the beginning of the sale and walk you through the entire process.

1. When you arrive at a sales appointment it is critical to start building a trusting relationship with the customer right away. When you arrive, take a step back from the door after you ring the doorbell. When someone answers the door, smile and introduce yourself.

2. After the customer invites you in, ask to go to the kitchen or dining room table. This is to provide you with plenty of room position the customer where he or she can see the presentation and you can see his or her reactions.

3. Before you open your laptop, put the customer at ease by asking him or her conversational questions that let you know more about the customer. Ask the customer about his or her family, occupation, and hobbies. Talk to the customer how you would with a neighbor. Then tell the customer why you‟re with them in their home today.

4. Most of the time, you‟ll be meeting a prospect based on a sponsorship resulting from an Introductory Offer. Before you start the video presentation, let the customer know what‟s going to happen. The „About Liberty National‟ video plays after you click „Start Presentation‟. Afterwards, you can select the Introductory Offer video you mentioned when you scheduled the drop off.

You have a lovely home. The neighborhood looks new, have you lived here long? Do you have family here in McKinney? I noticed a picture of you with a huge fish in the hallway, how often do you fish? Let me tell you why I‟m here today.

Would it be alright if we sit at your kitchen table so I can set up the no-cost benefits I have for you?

Good afternoon. My name is Joe Agent from Liberty National Life Insurance Company. I have an appointment with John to deliver his Accidental Death Policy and explain the features.


5. After the Introductory Offer videos, the Sponsorships page appears. This is where you ask the prospect for referrals. People‟s minds often go blank when put on the spot. So help them out if they say they can‟t think of anyone. Most people have cell phones with a contact list that contains phone numbers of people they know. If you‟re at an appointment for a Child Safe Kit, ask the prospect if there is anyone in his or her contact list who has children or grandchildren. Is there anyone who is expecting a new baby?

6. After you have collected referrals, the Laptop Sales Presentation transitions into the „Needs Survey‟ after you click „Continue‟. This survey is an important fact-finding tool with intelligence software built in. This software evaluates the customer‟s answers and creates recommendations based on the customer‟s existing insurance and how much he or she can afford to spend.

Objection: Most people aren‟t comfortable giving their income information to people they‟ve just met, which is why it‟s so important to start building trust the second you walk in the door. When a customer asks about this on the Needs Survey, tell them how the intelligence software uses this information to build them a budget so they can afford our products year after year. We don‟t want to sell them something they can‟t afford.

Now the presentation is going to have us fill out a Needs Survey. This is to evaluate your current insurance situation and make a recommendation for any additional insurance you may need. Let‟s get started.

Is there anyone in your contacts who …?

I can‟t think of anyone.

You can see why this offer is so valuable. Who would you like to sponsor first to receive this offer?

Before I offer you the $3,000 Accidental Death policy, I would like to first show you a short video that gives an overview of our Company.


Objection: Another question that could pop up is the mortgage balance. Most people aren‟t accustomed to sharing that information. Should they ask, inform them about our Mortgage Protection product.

Objection: Asking customers if they bank locally is really asking them if they have a checking account. Some might become confused by the term local and say no. Inform them that this question includes national banks. If they don‟t have a checking account, we can‟t sell them anything until they do, but at least you can get referrals. The referrals request is before this survey so you can get leads even if you don‟t sell anything to the customer.

7. The „Product Menu‟ screen is next. First, play either Barbara or Renee‟s story to build the need for insurance in the prospect‟s mind. Afterward, let the customer choose which product videos to watch. After the video plays, the life videos play depending upon

All of our products are sold through Bank Draft, meaning it requires a checking account.

Why do you need to know if I bank locally?

We offer Mortgage Protection. If you should die unexpectedly, how will your family continue to pay the mortgage?

Why do you need to know what my mortgage balance is?

Our intelligence software creates a budget for you. We recommend you allocate 2.5 percent of your income for insurance. I don‟t want you to purchase products you can‟t afford.

Why do you need to know how much money I make?


the need expressed in the Needs Survey. Remember, one video must be played in order to advance the Laptop Sales Presentation.

8. After viewing all videos, the „Final Offer‟ screen opens. Review everything on this page with prospects so they understand fully what they‟re purchasing. Be sure to ask at this point if they have any questions to help dispel any confusion or hesitation.

Do you see now how important final expense protection is for you and your family? Do you have any questions for me so far? … As you can see, we have a choice of informational videos about our life, cancer, hospital, and accident products. Which are you interested in learning about?

Before we get into the individual products, I want to show you a video about the importance of preparing for your final expenses.

Don‟t talk while the videos are playing. You should be paying attention to your customers‟ reactions. Are they interested? Are they nodding their heads? Do they grimace at a particular point? Do the spouses look at each other at a certain point? You can ask questions and/or transition to the next step based on what you observe!


9. Show confidence in yourself and our products by assuming the customer is going to buy today. If you seem hesitant, the customer may become hesitant.

10. What you say after the sale is just as important as what you say during the sale. Liberty

National provides a closing script to help you out. We recommend you print the Closing Script and learn the wording so you can look at the customer while you‟re saying it - not at your screen. Thank the customer sincerely for his or her time and give a warm smile and handshake as you leave. Be sure to follow up with the customer and answer any questions in a timely manner.

Printing the Closing Script Follow these steps to print out the Closing Scripts page.

1. Fill out a test application and go through the signing process 2. Click on the body of the Closing Script page and select the text

This is what the system recommends you purchase. Let‟s review who would be covered by what and for how much and try and determine what would be suitable for you … What questions do you have?


3. Right-click and select Copy

4. Open your Word processor

5. Right-click and select Paste


6. Save the Word document to your desktop for future reference 7. Print the Word document

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