prospecting to public guidelines - great eastern life · problems such as harassment of customers...

For Training Purposes and Internal Circulation only. 1

Door-to-Door Prospecting

E-Learning Module

1 December 2016


Introduction

• Distribution Representatives (“Reps”) perform unsolicited prospecting activities such as Door-to-Door prospecting activities with intention to market and distribute financial products and services to the public.

• Such activities need to be managed properly to avoid problems such as harassment of customers and enticement of consumers to purchase unsuitable products.

• This training module provides guidance for Distribution Representatives who are involved in Door-to-Door prospecting activities.

1 December 2016


• Distribution Representatives need to get consent from their leaders (Director/Manager) before they can proceed with Door-to-Door prospecting activities.

• Distribution Leaders are required to provide consent and keep record of Door-to-Door prospecting activities with following details:

Dates

Locations, e.g. HDB Block No, commercial and industrial areas, shopping malls etc.

Participated Reps’ names

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Requirements


Rules of Engagements

a) Conduct of Distribution Representatives

b) Marketing and Promotional Materials

c) Personal Data Protection Act

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• Distribution Representatives should conduct themselves professionally.

• Examples:

Do put on proper attire - business attire or Great Eastern T-shirt.

Do proper introduction by introducing your name and Great Eastern. Show your corporate lanyard with representative pass or present your name card to the resident during the introduction.

Do inform the resident on the purpose of your visit. Only proceed if you have obtained consent from the resident.

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• Distribution Representatives to ensure there is no misrepresentation made in the course of prospecting.

• Examples


Reps should not mention Private Integrated Shield Plan and ElderShield Supplement Plan as Government Plans. GE SupremeHealth is a Medisave-approved Integrated Insurance Plan and GE ElderShield ValuePlus and ElderShield Comprehensive Plan are Medisave-approved ElderShield Supplement Plans.

Reps are refrained from using the word “free” although the plan outlay may not involve any cash.

Reps should not mention they are representatives from Ministry of Health (MOH) or Central Provident Fund Board (CPF).

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• Distribution Representatives are not allowed to do MediShield Life household check/confirmation for prospects (public members). Such check/confirmation should be done by prospects themselves (no third party involvement).

• Distribution Representatives could refer prospects to:

MediShield Life hotline (1800-222-3399) or

MediShield Life feedback form (https://crms.moh.gov.sg/mshlfeedback.aspx) or

MediShield Life website (http://medishieldlife.sg)

• Distribution Representatives should be mindful of the methods used to capture the prospect’s attention; it should not be unreasonable or gimmicky.


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• Distribution Representatives are required to adhere to the Company’s prescribed sales advisory process, including conducting reasonable fact-find with their prospects during prospecting activities. This is to ensure that the prospect has fully understood the reason for the purchase and his or her needs have been addressed.

Stage 1: Establish & define client-representative relationship

Stage 2: Gather data, including goals

Stage 3: Analyse & evaluate financial status

Stage 4: Develop & present recommendations

Stage 5: Implement recommend-ations

Stage 6: Review with client periodically

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• If customer is a selected client, it is advisable to get another person (related to customer) who is not a selected client to join the sales advisory process.


• For Door-to-Door prospecting, Distribution Representatives should use only company-produced marketing materials (pre-approved).

• Distribution Representatives are not allowed to produce their own marketing materials.

b) Marketing and Promotional Materials

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• Distribution Representatives may collect Personal Data directly from an individual during door knocking activities.

• When collecting such Personal Data from the individual, the Distribution Representatives shall clearly notify the individual of the purpose(s) for collecting, using or disclosing his Personal Data.

• If the individual consents to those purposes, Distribution Representatives shall record that consent has been provided by the individual. This can be done via the hardcopy Marketing Consent Form or the online Marketing Consent Form which can be found in LifeHub.

• All the hardcopy Marketing Consent Forms need to submit back to Company. The details will be uploaded at the Reps’ whitelist in their Lifehub account.

c) Personal Data Protection Act

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Do’s and Do-not’s

Do’s

Do conduct door knocking after 10.00 am and before 9.00 pm.

Do create a good first impression by being smartly attired and making proper introductions at the first point of contact with residents:

Put on proper attire - business attire or Great Eastern T-shirt. Strictly no bermudas, shorts, mini skirts, flip flops, etc.

Introduce your name and Great Eastern. Show your corporate lanyard with representative pass or present your name card to the resident during the introduction.

Inform the resident on the purpose of your visit. Only proceed if you have obtained consent from the resident.

Enter a residence if you are invited or after permission is granted, and shall immediately and peacefully leave the premises when requested to do so by the resident.

Do comply with the requirements of the relevant authorities for authorised entry in commercial and industrial areas, shopping malls etc.

Do-not’s

Do not harass prospects

Do not misrepresent to prospects

Do not behave in a rude or offensive manner

Do not door knocking within restricted areas, government offices and buildings.

Do not be unreasonably persistent and do not place undue pressure on public

Do not make unnecessary physical contact whereas possible.

Do not use donation campaign as a sales gimmick to sell insurance and to obtain customers’ particulars.

Do not ask prospects to reveal/share their personal passwords. Prospects should keep their personal passwords confidential.

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• Any market conduct offence arising from Door-to-Door prospecting will be subjected to disciplinary actions as listed on AMG / RMG Guidelines.

• In addition, we may suspend Distribution Representatives or Agency Group from Door-to-Door prospecting, till completion of investigation.

Disciplinary Action

1 December 2016

https://www.google.com.sg/url?url=https://www.linkedin.com/topic/disciplinary-action&rct=j&frm=1&q=&esrc=s&sa=U&ved=0ahUKEwimwOzuk8HQAhVKtY8KHQXCD_oQwW4INzAR&usg=AFQjCNE9ejZLIkCIS_HrHOL2V3XCwRp51g


Case Study 1

Rep A performed door knocking at customer’s residence and prospected customer with ElderShield Supplementary Plan. Customer is a selected client because her highest education attained was Primary education and language proficiency is Mandarin.

Customer showed her CPF statement to rep, indicating she has ElderShield Basic and Supplementary Plan with another insurer. However, rep still continued to recommend her another ElderShield Supplementary Plan and convinced customer to sign up for this supplementary plan.

Upon investigation, company discovered that customer did not have regular monthly income and a low balance in her CPF account.

Door-to-Door Prospecting: Case Studies

1 December 2016


Did the Rep perform proper sales prospecting activities and sales advisory process?

Sales Prospecting Activities:

If customer is a selected client, it is advisable to get another person (related to customer) who is not a selected client to join the sales advisory process.

Sales Advisory Process:

a) Rep A did not perform proper sales advisory process:

Rep should do proper fact finding on customer’s affordability.

Rep should not pitch and mislead customer to replace existing ElderShield Supplementary Plan.

b) Rep’s Immediate Officer should perform ESCA.

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Case Study 2

Rep B turned up at customer's house and claimed that he was assisting customer to upgrade government plan at no cost.

Customer had informed Rep that all her insurance matters were handled by another insurance advisor. Customer sought Rep’s advice by showing the letters sent by the existing insurer. Rep advised customer to dispose of the letters and he will be taking over all of customer’s existing insurance policies.

Upon investigation by company, we discovered that customer is illiterate. He cannot read nor write in English.

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Did the Rep perform proper sales prospecting activities and sales advisory process?


Rep B should not mislead customer through misrepresentation by mentioning that he was assisting customer to upgrade government plan at no cost.

Sales Advisory Process:

Rep B did not perform proper sales advisory process.

Rep B should do proper disclosure on customer’s literacy and education level

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Case Study 3:

Customer was approached by Rep C during door knocking to make a donation to Community Chest. Rep C did not introduce herself as a representative of Great Eastern. Customer donated $10 and a soft toy would be delivered to the customer few weeks later.

After two weeks, Rep C called customer after 10pm that she wanted to drop by customer’s house to deliver the soft toy. When Rep C arrived, she went into customer's house and took a seat without the customer’s invitation. Rep C asked the customer for her NRIC to do a verification for the Community Chest’s soft toy.

Subsequently, Rep C did a presentation on the concept of insurance. Customer told Rep C she had few policies with Great Eastern with more than 10 years duration and she was very tired. However, Rep C continued to gather more financial information. Rep C left the customer’s house after the customer took out all her policies to prove that she was well covered.

1 December 2016



Do state unacceptable conducts by the Rep C during sales prospecting activities.

Sales Prospecting Activities :

Rep C used a donation campaign as a sales gimmick to sell insurance and to obtain customers’ particulars.

Rep C did not introduce herself as a representative of Great Eastern. She should show her corporate lanyard with representative pass or present her name card to the resident during the introduction.

Rep C entered customer’s house without invitation or permission.

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Case Study 4:

Two young men introduced themselves as representatives of CPF Board and they helped residents to check whether they have MediShield and ElderShield plans.

As the result, a resident had the impression that both were representatives from CPF Board and allowed them to enter her house. Following their instructions, she logged in to her husband's CPF account and granted them access to check her husband’s MediShield and ElderShield plans.

When the resident asked for their identifications, one of the young men gave her a name card and she realised that they were representatives from Great Eastern. The customer was furious and lodged a complaint to the Regulator.

1 December 2016


For Training Purposes and Internal Circulation only. 20 1 December 2016


Do state unacceptable conducts by these two Reps during sales prospecting activities.

Sales Prospecting Activities :

Reps did a misrepresentation during prospecting by introducing themselves as representatives from CPF Board.

Reps should not ask customers to reveal/share their personal passwords. Customers should keep their personal passwords confidential.


Case Study 5:

Rep E produced his own marketing materials and distributed the materials to customers during Door-to-Door prospecting activities. One of the customers took the marketing materials and lodged a complaint to the Regulator for misleading information.

Upon investigation, the marketing material was an unauthorized marketing material developed by Rep E. Disciplinary action was taken against Rep E.

1 December 2016



Do state unacceptable conducts by the Rep E during sales prospecting activities.


• Rep E used unauthorised marketing materials during Door-to-Door prospecting .

For Door-to-Door prospecting, Distribution Representatives are only allowed to use company-produced marketing materials (pre-approved).

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References

Related guidelines are available in the LifeHub via Distribution Risk & Compliance (DRC) Department:

a) AMG/RMG Guidelines

b) Agency Door-to-Door Prospecting Guidelines (Version 12/2016)

c) Representatives’ Approved Marketing Materials

1 December 2016


Thank you

1 December 2016

prospecting to public guidelines - great eastern life · problems such as harassment of customers...

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