mumftp.tatainteractive.com tr… · web viewselling life insurance is not about selling products....

Tata AIA WBT Storyboard

Module: Pitching and ClosingTA Intervention Period Business Metric Intervention Type

NLA M0-M3 Month-on-month activation WBT

Learning Objectives Recognise the steps to follow when pitching and selling a product. Apply the steps to match products to needs. Identify the steps for closing a sale. Apply the Three As Approach to objection handling. Identify situations where closure steps have been correctly or incorrectly applied.

Module Structure

Topic Screens Description/CommentsSplash 1. Scenario-based Splash Animation on the theme of pitchingMenu 1. Static screenTopic 1:Introduction

1. The Right Process2. Module Objectives

Screen 1 is a static screen on the pitching process.Screen 2 presents the objectives

Topic 2:Pitching a Product

1. What Pitching Means.2. Some Tips on Pitching3. Your Take

Screen 1is an interactive screen on the steps in the pitching processScreen 2 is also a static screen.

Topic 3:Objection Handling

1. How to tackle objections2. Do’s and don’ts of objection handling3. Your Take

Screen 1 is an interactive screen on the Three As approach.Screen 2 is a slide show on dos and don’ts.

Topic 4:Closing the Sale

1. The ABC of Closing2. Buying Signals

Screen one is static screen.Screen 2 is an interactive screen on buying signals.

Tata Interactive Systems 1


3. Six steps to a successful closure4. Your Take5. Your Take

Screen 3 is a layered screen on the six steps.

Topic 5:Summary

1 Key Learning Points Static text and image.

Topic 6:Quiz

1. Intro to Quiz (Test yourself)2. Question 13. Question 24. Question 35. Question 46. Question 57. Question 68. Question 7

Results (pop-up, not a screen)

Five MCQs on pitching and closure.

Total no. of screens 22 screens

Note to Reviewer: Text in grey will not appear on screen or be spoken in the audio.

Screen No. 0Screen Title SplashOn-Screen Text

Customer Speech bubble:Agent Speech bubble:My needs are different! We would like to understand them.

Customer Speech bubble:Agent Speech bubble:This is my problemneed. Let us look for the perfect an appropriate solution.


Debnath, Himadri, 15/12/16,

Hope we are not using agent word anywhere either in display or in audio

Aditi Banerjea, 15/12/16,

We have replaced the “problem” and “perfect” with “need” and “solution”.

Murali, Ramnath, 15/12/16,

Suggest replace “ perfect “ with “ appropriate “


Instead of word Problem , suggest use “ Needs “


No, we are using sales representative.


Customer Speech bubble:Agent Speech bubble:These are my worries financial aspirations. Allow us to address your concernshelp achieve your dreams.

Customers may back off from products, but they’re always attracted to solutions.

Audio Transcript

Your customers are not looking for products.They haveproblemsneeds, worries and concerns.So what do you need to provide? A product?Or a “solution” that will empower them to resolve their concerns?

Selling life insurance is not about selling products. It’s about understanding the customer’s needs problemsand showing them a way to meet solvethem. And that’s why pitching is no longer about sharing throwingproduct information at with the customer, it’s about having a conversation, understanding their needs, and presenting a “solution”for the challenge they are experiencing. Insurance enables people to live longer and happier lives as it guarantees fulfilment of their goals no matter what happens.

Graphic Description

Display each set of images along with their speech bubbles one by one, then display the closing line, in sync with the audio.

Screen No.Screen Title MenuOn-Screen Text 1. Understanding Needs

2. Pitching a Product3. Handling Objections4. Closing the Sale5. Summary6. Quiz

i-text Click or tap a topic to begin.Audio Click or tap a topic to begin.



Thank you. We have tried to incorporate the sense of what you have explained in one line. There's no room to write more here. Please approve.


In general please follow the concept –Insurance inspire people to live longer and healthier lives, without worrying about their financial goals.Insurance is for helping consumer to achieve their goals (medium to long term). It is an instrument which guarantees fulfilment of goal from day 1 (if planned properly). No other instrument creates such guarantee. Insurance helps consumer to achieve their goal no matter what happens.


Replace “ throwing “ with the word “ sharing “


meet


Customers needs


Suggest not to use the word “ problems “

Nidhi Bains, 15/12/16,

We can use dreams/ aspiratins and goals also rather than problems and concerns


These are my concerns regarding my financial goals


TranscriptGraphic Description

Use a vector image of two figures throwing a ball and catching it. Indicative idea provided below.

Topic 1: Understanding Needs

Screen No. 1Screen Title The Right ProcessOn-Screen Text Find the Gap

Present the SolutionClose the Sale

Audio Transcript

You’ve been successful at opening your sales call and gathering all necessary information from your customer. Now, how do you proceed to presenting a solution and closingethe sale?

The first step is to understand his their goal,and findthe gap between their existing savings and their future requirements for this goal. You can use the Financial Health Review available on your mobile device to arrive at this figure.Then, you present your solution analysis by recommendinga Ssolution policythat will help your customer meet their goals, not just one that will be good for them.Explain how the solutionpolicyworks and howthe featuresand benefits of the solutionsand benefits matchesand address their needs.After you’ve convinced your customer that this is the best solution for them, move on skilfully to closingethe interaction.Once you have done closing now it’s time to take feedback on your overall service and ask for references. Remember the key to success is continuous prospecting and references will keep your prospects list full.



Policy with solution


Replace policy with “ solution “


Graphic Description

Use this template without interactivity to display the 3 steps. In the first circle show 2 people talking to each other (icons) and in the last big circle, show the same two icons shaking hands to one icon handing over the cheque to the other.

Screen No. 2Screen Title Module ObjectivesOn-Screen Text By the end of this module, you will be able to:

Recognise the steps to follow when pitching and selling an Iinsurance product. Apply the steps to match products to needs. Apply the Three As Approach to objection handling. Identify the steps for closing a sale. Identify situations where closure steps have been correctly or incorrectly applied.

Audio Transcript

By the end of this module, you will be able to: Recognise the steps to follow when pitching and selling an Iinsurance product. Apply the steps to match products to needs. Identify the steps for closing a sale. Identify situations where closure steps have been correctly or incorrectly applied.

Graphic Description

Standard objectives image and text.



Topic 2: Pitching a Product

Screen No. 1Screen Title What Pitching MeansOn-Screen Text1 Vibha: “Pitching is about having a meaningful conversation with the customer, finding out their goals and then providing a matching

the goals with the proposed solution to help meet them.”

1. Identify Goals2. Calculate Value of Goals3. Identify Existing Investments4. Create Customised Financial Report[5.] 5. 5.Present FHR Report

I-Text Click or tap each plus symbol to learn more.Pop-up text for Present FHR ReportIdentify Goals

Identify GoalsMilestones could include:

Building a corpus to finance a child’s higher education Hosting a grand wedding for a child Making provisions for retirement income

Creating wealth for any long term goalPresent FHR ReportThe protectionrequired is the amount of insurance needed to achieve a goal.The savings achieved is the value of the customer’s existing savings.

Financial position is the difference between the requirement and the savings.

Pop-up text for Identify the Calculate Value of Goals

Calculate Value of GoalsThe value refers to the value they are expected to yield by the time the customer decides to use them. For example, if one of your customer’s goals is to host a grand wedding for his daughter, then ask them how they see the wedding happening, what they would spend if they had to host it now. Considering long term inflation (5%p.a.), a wedding that costs Rs 10 lakh at today’s prices may cost Rs 20.78 lakh 15 years later.



Talk about protection gap , then savings gap and then retirement gap


Please confirm if this is what you meant.


Sequence for subsequent section has to be changed as per the above edited sequence


Matching the goals with the proposed solution


Identify GoalsMilestones could include:Financinga child’s higher educationHosting a child’s grand weddingMaking provisions for retirement incomeCreating wealth for any long term goal

Pop-up text for Calculate the Value of GoalsIdentify Existing Investments

Identify Existing InvestmentsFor example, if a customer plans to host a grand wedding for his daughter and has saved Rs 3 lakh in FDs, then after 15 years he will have a corpus of Rs 7.18 lakh at an interest rate of 6%. Now, if the grand ceremony he has in mind is expected to cost Rs 15 lakh after 15 years, then he will have a shortfall of almost Rs 8 lakh. This is the figure you need to arrive at. The actual calculations will be done by your Needs Analysis calculator.Calculate Value of GoalsThe value refers to the value they are expected to yield by the time the customer decides to use them.For example, if one of your customer’s goals is to host a grand wedding for his daughter, then ask them how they see the wedding happening, what they would spend if they had to host it now. Considering long term inflation (5%p.a.), a wedding that costs Rs 10 lakh at today’s prices may cost Rs 20.78 lakh 15 years later.

Pop-up text for Identify Existing InvestmentsCreate Customised Financial Report

Create Customised Financial ReportAfter you get the results, such as a protection gap or saving gap for a specific goal (the wedding goal in our example), you have to analyse them, suggest an appropriate solution and define the amount the customer needs to invest to achieve the goals.Identify Existing InvestmentsFor example, if a customer needs a retirement income of Rs 50,000 per month and his existing investments are expected to give Rs. 40,000 then the gap is Rs. 10,000. The actual calculation will be done by your Needs Analysis calculator.

Pop-up text for Create Customised Financial ReportPresent FHR Report

Present FHR Report The protection gap is the amount required to maintain standard of living in case of an unfortunate event. The savings gap is the difference between the value of the customer’s existing savings and what is required. The retirement gap is the difference between savings and requirements at the time of retirement.

Create Customised Financial Report

After you get the results(such as protection gap or saving gap for specific goal,as in this case we are considering wedding goal), you have to analyse them, suggest an appropriate solution and define the amount the customer needs to invest to achieve their goals.

Audio Transcript Pitching is about having a meaningful conversation with the customer, finding out their goals and then providing a solution to help meet themmatching the goals with the needs, says Vibha, a senior sales representative at Tata AIA.The first step is to:



Matching the goals with the needs


Please confirm if this is the change you were looking for.


Talk about protection gap , then savings gap and then retirement gap


Continuing Ramnath’s example, FD of 3 lakh after 15 years will become 7.18 lacs @ 6% interest rate


Keep the example same as hosting a grand wedding for his daughter and then give an example in existing investments like , the customer has already saved 3 lacs – todays value in FD for the same .


Continuing Ramnath’s example, FD of 3 lakh after 15 years will become 7.18 lacs @ 6% interest rate


Keep the example same as hosting a grand wedding for his daughter and then give an example in existing investments like , the customer has already saved 3 lacs – todays value in FD for the same .


Please confirm if this is what you meant.


Ram- you mans- 4th Goal could be Building a corpus?


Building a corpus


Identify the GoalsList all the customer’s goals or financial milestones such as payouts for buying a house, going for a vacation, etc.Next,Present Financial Health Review Report, or FHRA proper health review defines the protection required, the savings achieved and the gap between the two. The solution should try to close thisgap.Next,Identify the GoalsList all the customer’s goals or financial milestones such as payouts for buying a house.Then,Calculate the Value of these GoalsAs prices keep rising, the goals will cost more to achieve in future than they do now. Your Needs Calculator will automatically adjust for this price increase and project the expected expenditure.After thatThen,Identify Existing InvestmentsAndcalculate the value of these investments. This will help you to find the gap.And finallyAfter that,Create a Customised Financial ReportAfter you enter all the relevant data into the Needs Analysis Calculator, it will perform the calculations and generate a Customised Financial Report specific to the customer. This report will present each of the customer’s goals and the value of the investment they need to make to achieve those goals.And finally,Present Financial Health Review, or FHR, ReportA proper Financial Health Review defines the protection gap, savings gap and retirement gap. The solution should try to close thegap revealed.

Click or tap each plus symbol to learn more.

Graphic Description

You could use the following template, after modification, to include images and labels. If you do, please delete pop-up headings as they will no longer be required.



The entire audio script will change according to the changes suggested above


Financial health review …protection gap , savings gap and retirement gap


Or even going for a vacation, buying second house etc.


Give some more examples as building a corpus for childseducation , marriage , starting a new business etc


Financial health review …protection gap , savings gap and retirement gap


Or even going for a vacation, buying second house etc.


Give some more examples as building a corpus for childseducation , marriage , starting a new business etc


Screen No. 2Screen Title Some Tips on PitchingOn-Screen Text1

With point 1 of the audio, display the following image and label:

Reiterate benefitsWith point 2 of the audio, display the following image and label:

Explain costs in terms of an advantageWith point 3 of the audio, display the following image and label (On the arrow, write 20, 25, 30...from bottom to top):



Describe the cost of waitingid487684466With point 4 of the audio, display the following image and label (write tax-free on the side of the jars.):

Explain tax benefitsWith point 5 of the audio, display the following image and label:

Discuss the security aspectWith point 6 of the audio, display the following image and label:

Reiterate the protection factor

Note to Tata AIA SME: The content in this screen was not given exactly as it’s presented. We eked it out of various slides because we thought it would be useful and relevant. Please comment.

Audio Transcript

Here are some Pitching Tips1. Reiterate the benefits so as to capture the customer’s interest. If your customer values financial independence, stress how a

retirement income will ensure their independence even after they stop earning.2. Explain the cost in terms of an advantage they can easily relate with. For example, “you can secure your spouse’s future at less

than the cost of an ice cream a day”.[3.] Describe the cost of waiting. Use your analysis calculator to show how the cost of investment increases with age. This works

well on people who tend to postpone their decisions. Explain how putting off saving by even one year leads to a higher payout as the cost of the goal remains the same while the time to achieve it reduces.want regular savings.

3.[4.] Explain tax benefits. If you find the customer complaining about taxes, remind them that returns from insurance products are tax-free.



Good Solution and Life Planner app might not have this cost of waiting tool. However as a concept we should keep this one. Explain with if someone postpone buying decision, next year his/her cost would increase since the time period has reduced and cost is still the same. Earlier you had 15 years to accumulate 20.78 lakh now since you postponed by a year. You have 14 years to accumulate 20.78 Lakhs.


This works well on people who postpone their decisions .show them the cost of waiting


4.[5.] Stress on the security aspect. If the customer is risk averse, explain how the returns are guaranteed and protected from market fluctuations.

5.[6.] Re-iterate the protection factor. If your customer is the sole earner, remind them that their family willbe taken care of, in the event of their death.

Graphic Description

Display each image and label in sync with corresponding lines of the audio. Use this template.

Screen No. 3Screen Title Your TakeOn-Screen Text Identify the scenario in which the sales representative pitches the product to meet customer needscorrectly.

I-text Click or tap the sales representative icon to see the response.Select the correct option and click or tap Submit.Note to Tata AIA SME: As the last responses is now too long to fit on screen, we are putting it in a pop-up that the learner will access by clicking the agent icon.

Option 1

Lakshmi is 25 years old, has started working less than a year ago and does not save anything. “I want to enjoy myself now. There’ll be plenty of time to save when I grow older!”Speech bubble for sales representative icon: “Madam, this investment will help you to save taxes and later, you will be able to spend more.”



Option 2

Meena, a 32-year old chartered accountant, likes to invest in mutual funds. “I think FDs don’t make much sense. They give you something like 8% and then the returns are taxable.”Speech bubble for sales representative:“Ma’am this is a good time to invest in life insurance. The older you get, higher is the premium. Now, you only pay 25,000 per year for this product.”

Option 3

“I’m a self-made man”, declares Parvinder, a doctor. “I put myself through college and won a scholarship to medical school. I will never depend on anyone else for anything.”Speech bubble for sales representative icon:“That is very admirable, Sir. As I was saying, this product gives you guaranteed returns, regardless of market fluctuations

Option 4(correct)

Correct Option

Shantanu is an only child and has three children of his own. He says: “I have many responsibilities. But I am confident in my ability to look after my family.”Speech bubble for sales representative:“Of course, Sir. I don’t doubt that as you are capable to of takeing care of your family.. This solution is designed for you so that to help you live worry free,and ithelps you fulfil the dreams and aspirations of your loved ones and protect your family just in case an unfortunate event occurs, God forbid.”

Feedback for correct

Good work!Yes, the representative pitching to Shantanu responded in a manner to suit his requirements. As Shantanuhas many responsibilities, he would appreciate a life cover. The pitch to Lakshmi should have mentioned the cost of waiting, not taxes. The solution for Meena should have included tax benefits rather than the cost of waiting. And, a stress on financial independence, rather than security,would definitely have appealed to Parvinder more.



Thank you. We will keep that in mind.


In all your pitches, first you will show the benefits of solution in positive aspect, like fulfilment of goals since the person is doing regular saving with us and then highlight the feature of death benefit later.


Feedback for incorrect

Not really.Yes, the representative pitching to Shantanu responded in a manner to suit his requirements. As Shantanu has many responsibilities, he would appreciate a life cover. The pitch to Lakshmi should have mentioned the cost of waiting, not taxes. The solution for Meena should have included tax benefits rather than the cost of waiting. And, a stress on financial independence, rather than security, would definitely have appealed to Parvinder more.

Audio Transcript

Now that you know about the importance of pitching, analyse the following scenarios and identify the one in which the sales representative givesthe right response.Select the correct option and click or tap Submit.

Graphic Description

This is an MCQ.For each option, display an image with the corresponding text below it. This will be a hotspot. When clicked, the sales representative’s response will be displayed in a speech bubble over a person icon. Suggestions for a person icon and a template are given below.

Topic 3: Objection Handling

Screen No. 1Screen Title How to Tackle ObjectionsOn-Screen Text The 3 A’s Approach



Step 1: AcknowledgeStep 2: AskStep 3: Answer

I -text Click or tap each plus symbol to learn more.Pop-up 1 text for Acknowledge

Step 1: AcknowledgeAcknowledge the objection by paraphrasing what the customer has just said. This is respectful because it shows you are listening intently and empathising with the customer’s point of view.Example: “I understand that you prefer investing in PPF. It is a very good investment. I have a PPF account too.”

Pop-up 2 text for Ask

Step 2: AskAsk detailed questions about the objection. This enables you to find out what exactly you have to answer. It also enables the customer to think aloud, giving you more information.Example: “Why do you prefer PPF over everything else? Which of its features do you find most attractive?”

Pop-up 3 text for Answer

Step 3: AnswerAnswer the objection. To do this effectively, you will have to build up your knowledge about competitivefinancial products. This will enable you to project your policies with reference to others and point out its advantages.Example: “PPF is a great investment. It’s 100% secure and gives 8% tax-free interest. It’s great for growing your corpus. But I understand that your savings are greater than the PPF limit of Rs 1.5 lakh. Have you considered other needs, Sir? Life insurance will not only enable you to achieve your dreams and aspirations,however it will also secure your family in the case of an unfortunate incident.”

Audio Transcript

An Oobjection is an opportunity for you. It means the consumer is listening to you. Most objections are queries in disguise. When a client appears to raise an objection, ask yourself if it can be handled by providing more information. If the answer is “Yes”, it is a query. If the answer is “No” and the objection has the chance of preventing closure, then you need to handle it properly.Well-handled objections takes you one step forward to sales closure.

To handle objections, follow the Three As Approach:Acknowledge the objection. This shows the customer that you respect his concern and prevents him from getting defensive.Ask questions. This shows that you are interested and makes the customer share details that will enable you to tackle the objection.Answer the objection. This shows that you’re knowledgeable about your work and enables you to politely point out the flaws in the objectionhandle the objection effectively.



Audio script will change as per the comment given above


Enables you to handle the objection effectively


Thank you for explaining. We understand that this applies in general, but it’s okay to retain this as is here. Please confirm if our understanding is correct.


Avoid taking example of PF and PPF as these are good instruments for retirement planning and have their own complexity which cannot be compared with Insurance Product


We have kept this step as is. Please let us know if it should be changed.


I am ok with this step- as mentioned in SB


Avoid stating that it is a good investment . we can stop at “ I understand ….investing in PPF “


Remember, objections are an opportunity to explain the advantagesand benefits of your products.

Click or tap each plus symbol to learn more.

Graphic Description

Show this image with the first para of audio and then the 3 steps come up on screen along with audio. Please use the template shown below.

Screen No. 2Screen Title Dos and Don’tsOn-Screen Text(This will be the Audio button)

Images for first line of audio:



Yes, we have updated the audio script as per your instructions.


And benefits


Image of Shanti:

Slide text with first image:1. Follow the Three A’s approach of acknowledging, asking and answering.2. Build up your knowledge of financial markets and , competitive products,markets and investment opportunities.3. If relevant, point out the cost of waiting by using the automated tool provided.4. Appeal to the emotions of your customer and stress those features of the policy that are likely to appeal to him most.Image of Saurav:

Slide text with second image:1.Remember, the customer is always right. Avoid judging their knowledge or adopting a teacher’s tone when telling them about the benefits of a specific instrument.2. Don’t tell the customer what he’s doing is wrong. This will make him irritable, defensive and antagonistic towards you.32. Don’t get into a detailed discussion about a competitive product or market unless you have a substantial knowledge base. A customer who invests in shares will have a good idea about the stock market and it may not be advisable to talk about the performance of a particular fund or company.43. Don’t argue with the customer. If you do, they will raise more and more objections and you will get into a spiral that will be hard to get out of.

I-text Click the arrows to view the slide show.Audio Transcript

So, what should you do and what should avoid when handling objections? Let’s hear what two senior Tata AIA sales representativesprofessionals, Shanti andSaurav have to say.Click the arrows to view the slide show.

Graphic Display the first image with the first line of audio. Then use the slide show template (shown below) for the rest of the screen. Note:



TATA AIA professional? Earlier we used the terminology sales representative


Kindly be consistent with the terminology either use sales representative or professional


Remember consumer is right. You should not judge his/her knowledge. Don’t be teacher and start teaching him/her about benefits of investment in specific instrument.


Description There will be two images.

.

Screen No. 3Screen Title Your TakeOn-Screen Text Identify the responses that show how objections should be handled.I-text Select all the correct options and click or tap Submit.Option 1

Speech bubble for Mr Desai:“Mr Desai says he I prefers to invest in the stock market.”Speech bubble for sales representative icon: “But Sir, markets are so volatile. Your investments are not secure.”

Option 2

Speech bubble for Ms Goswami:“I am conservative about investments. Ms Goswami is conservative and says she saves I save through PPF and fixed deposits only.”Speech bubble for sales representative icon: “Fixed deposits give very low rates of interest and the interest is taxable. Your money will not grow fast with FDs.”



This is just the template to explain the design to the graphics team. The content will be what you have reviewed in the audio and TOS rows above.


What will be there in these screens. Kindly share the same


Option 3

Speech bubble for Mrs D’Souza:Mrs D’Souza likes to “I like to invest in gold. Whenever she has I have some extra money, she I buys jewellery.”Speech bubble for sales representative icon: “I believe you said you buy jewellery with all your extra money. Did I understand you right?”

Option 4

Speech bubble for Mr Seth:Mr Seth “I believes in property investments.”and has been talking about it for a while. Speech bubble for sales representative icon: “Sir, if you don’t mind, would you explain why you prefer to invest in property?”

Feedback for all correct

Great going.The agents sales representatives talking to Mrs D’Sousaand Mr Seth responded correctly by following the three As approach. They acknowledged the client’s objection or asked questions about it. In contrast, the agents representatives speaking to Mr Desai and Ms Goswami made the mistake of arguing with the customer or telling them that they had made a mistake.

Feedback for one or more incorrect

Sorry, you must have missed something.The agents sales representatives talking to Mrs D’Sousa and Mr Seth responded correctly by following the three As approach. They acknowledged the client’s objection or asked questions about it. In contrast, the agents representatives speaking to Mr Desai and Ms Goswami made the mistake of arguing with the customer or telling them that they had made a mistake.

Audio Transcript

Here are some scenarios that illustrate typical ways in which agents sales representatives may handle objections. Analyse them and identify the responses that are correct.Select all the correct options and click or tap Submit.

Graphic Description

This is an MMCQ.For each option, display an image with the a corresponding text below itspeech bubble. This will be a hotspot. When clicked, the sales representative’s response will be displayed in a speech bubble over a person icon. Suggestions for a person icon and a template are given below.



Same comment as above


Use consumer speech bubble and present statement accordingly so that sales representative can acknowledge her statement


Topic 4: Closing the Sale

Screen No. 1Screen Title The ABC of ClosingOn-Screen Text ABC

Always Be ClosingProspecting Approaching Opening a Call Gathering Information & AnalysingPitching and Closing

Common Mistakes:Closing before the customer is readyNot closing when they are readyHesitating to ask for the checkque



Not explaining how the solution meets their needsBreaking the customer’s silenceBeing afraid to hear “no”

Audio Transcript

What is the ABC of closing? It’s “always”“be”“closing”. And what do we mean by that? We mean you should always be focused on closing the sale, all through the sales process, right from the time you open your call to and presenting the solution. Always be thinking about closing, but close only when it is time. And how can you ensure, you close well? For starters, here are some mistakes that you can avoid.

Don’t close before the customer is ready But do close when they are ready Don’t hesitate to ask for the cheque But do explain how the solution meets their needs Don’t break the customer’s silence, And finally, don’t be afraid to hear “no”

Note to Tata AIA SME: With reference to bullet 4, the raw content says “Poor need development”. We rephrased it to maintain the parallel construction standard. Please approve.

Graphic Description

Screen No. 2Screen Title Buying SignalsOn-Screen Text Images for first para of audio:

Customer Image:



Thank you for your suggestions. However, both of them are expressed in the negative. We need to mention what they should do, in the positive. So we have used “Do explain how the solution meets their needs.” instead.Please approve.



Eaxct need not uncovered


We can mention : need development not done effectively


Customer speech bubble text:If I do decide to go for it, then the extra will come in by the time my daughter’s in Class XII, right?Question text:Is Priya sending a closing signal?

I-text Select the correct option and click or tap Submit.Option 1 YesOption 2 NoFeedback for Option 1 (correct)

Great!You’re right, Priya is sending out a buying signal. Other verbal buying signals include:

Making favourable comments, such as: “That’s the most useful feature for me.” Asking you to explain some of the features in again, such as: “Would you mind explaining the WOPP provision again, please?” Asking more closure-related questions, such as: “What documentation would I need to provide and how soon would you be

able to deliver it?”Apart from that, there are many non-verbal buying signal too, such as:

Smiling Leaning forward. Talking animatedly with the eyes lighting up Nodding Leaning forward Asking how the payouts will be received Expressing a desire to experience some aspect of the productBecoming quiet for a few seconds.

You need to cue into these signals and find the perfect closing moment.

Pop-up text for Option 2 (incorrect)

Not reallyPriya is sending out a buying signal. Other verbal buying signals include:

Making favourable comments, such as: “That’s the most useful feature, for me.” Asking you to explain some of the features in again, such as: “Would you mind explaining the WOPP provision again, please?” Asking more closure-related questions, such as: “What documentation would I need to provide and how soon would you be

able to deliver it?”Apart from that, there are many non-verbal buying signal too, such as:

Smiling Leaning forward



Another non verbal signal could be – that he is quiet for a few seconds


Talking animatedly with the eyes lighting up Nodding Leaning forward Expressing a desire to experience some aspect of the productAsking how the payouts will be received Becoming quiet for a few seconds.

You need to cue into these signals and find the perfect closing moment.

Audio Transcript

How do you know when it’s the right time to close? By carefully observing the customer. As the customer begins to accept your pitch, they will start sending buying signals. These signals will increase in number as the discussion progresses.

Here’s Priya, a customer, talking about a regular income plan. Would you say that she is ready for closure?Select the correct option and click or tap Submit.

Graphic Description

With the first para of audio, display a number of hand signals one by one as the audio proceeds (indicative images given in TOS row).

With the second para, display the image of Priya and the corresponding speech bubble as shown in the TOS column. Then display the question, I-text and options below it. This is an MCQ. Display the relevant feedback pop-up when the learner clicks Submit.

Screen No. 3Screen Title Steps to a Successful ClosureOn-Screen Text

Clarify Remaining Queries

Make a Summary

Present Closing Remarks

Complete Documentation

Advise About Next Steps

Take Feedback and Ask for References



The wording is a bit vague as we have aa product which cant be toucjed- we can write – checking how the payouts will be received by prospect


I-text Click or tap each plus symbol to see an example.Pop-up text for Step 1

Clarify Remaining QueriesExample:“Madam, you had asked about a suitable nomination. Given the nature of this policy, I would advise nominating your wifehusband.

Pop-up text for Step 2

Make a SummaryExample:“Sir, this policy would meet your dual needs for a lump sum payout in case of death as well as a regular income.”


Present Closing RemarksExample:“Sir, if you’re completely satisfied with the policysolution, may we now complete the formalities?”


Complete DocumentationExample:“Madam, we would need to complete these three forms and attach photocopies of your documents.”


Advise About Next Steps

Example:“Madam, you will receive a verification call within a couple of days. Here are the details you may be asked for.”


Take Feedback and Ask for References

Example:“Sir, please give us some feedback on your experience with Tata AIA. Also, could you suggest the names of some friends or acquaintances who may be interested in our policieshave similar needs as yours?”

Audio Transcript

Here are the steps to follow to close a call successfully.Step 1: Check for any unaddressed queries.Step 2: Summarise the client’s needs.Step 3: Make an appropriate closing remark.



We can have a test coming on the sldie—Your sale is not complete if you have not taken atleast 2 references—this can be done if we want to build the habit of taking references right from this stage of NLA


Change this to Who may have similar needs as yours / are in the same lifestage as you are ….


solution


It is a bit difficult to introduce a case at this stage. Going forward, we will use scenarios in similar situations. If you approve, may we leave this as is for now?


Can we look at one case for all these steps and the relevant conversation dialogues revolving around that case ?


The script says Madam , it end with nominating your wife Either change to parents / husband or son / daughter as the nominee


Step 4: Complete all documentation.Step 5: Give advice regarding next steps.Step 6: Ask for references. Remember, your sale is not complete if you have not taken at least two references.Click or tap each plus symbol to learn more.

Graphic Description

Display the images and labels as described in the TOS section. Then display the I-text. The pop-ups should open when corresponding labels or images are clicked.Here is a template you could use:

Screen No. 4Screen Title Your TakeOn-Screen Text Identify the correct statements.

I-text Select all the correct options and click or tap Submit.Option 1 While closing a sale, you should make an intelligent remark to break the customer’s silence if it seems to drag on.

Option 2 While making a sale, you should not ask for the checkque until the customer offers.



Option 3 Filling forms is an important part of the closure process.

Option 4 If the customer makes a favourable comment about the product, it means that they are buying.

Option 5 If the customer asksyou to explain one of the features again, it’s a buying signal.Feedback for all correct

Good work!Filling forms is certainly an important part of the closure process and if a customer asks you to explain a feature again, it’s a buying signal. However, it’s not advisable to break a customer’s silence, and making a favourable remark does not automatically indicate that the customer will buy. Moreover, you should confidently ask for the chequeck, but be sure to pick the right moment.

Feedback for any incorrect

Sorry, you must have missed something.Filling forms is certainly an important part of the closure process and if a customer asks you to explain a feature again, it’s a buying signal. However, it’s not advisable to break a customer’s silence, and making a favourable remark does not automatically indicate that the customer will buy. Moreover, you should confidently ask for the checkque, but be sure to pick the right moment.

Audio Transcript

Here are some statements about Closing a sale. You need to identify the correct ones.Select all the correct options and click or tap Submit.

Graphic Description

Simple MMCQ template.

Screen No. 5Screen Title Your TakeOn-Screen Text Identify the nature of the following statementsWhich of the following statements are true for the closing process?.

I-text Choose all the correct optionsandSelect True or False for each option. Then, click or tap Submit.Statement Option 1(True)

The closing process starts as soon as you begin interacting with the customer.

Statement 2(False)

Addressing queries is part of pitching, not closing a call.

Statement Option 32(False)

If a customer asks more questions about features it means they are doubtful about the product.

Statement Anagent sales representative should not be shy about asking for the checkque.



Spelling of Cheque


Option 43(True)Statement Option 54(True)

Asking for references is part of the closing procedure.

Statement Option 65(False)

While closing a call, you don’t need to summarise needs all over again.

Feedback for all correct

Great!The following statements are true for the closing process:

The closing process starts as soon as you begin interacting with the customer. A sales representative should not be shy about asking for the cheque. Asking for references is part of the closing procedure. You have identified all the statements correctly. Close this pop-up to see them again.

Feedback for any incorrect

Sorry, you must have missed somethingNot quite.The following statements are true for the closing process:

The closing process starts as soon as you begin interacting with the customer. A sales representative should not be shy about asking for the cheque. Asking for references is part of the closing procedure.

Close this pop-up to see the statements identified correctly.

Audio Transcript

Which of the following statements are true for the closing process?Here are some statements regarding closure. Which of them are right?Select Choose True or False for each option. Then all the correct optionsandclick or tap Submit.

Graphic Description

Radio button template. Create two columns of radio buttons beside each option. One should have the header True and the other False. The learner will select one radio button for each option and then select Submit. Display feedback pop-ups as appropriate.Option 1, 4 and 5 are True. Options 2, 3 and 6 are False.MMCQ template



Topic 5: Summary

Screen No. 1Screen Title Key Learning PointsOn-Screen TextAudio Transcript

Here are the key learning points of this module.

Pitch and close a sale by:o Uncovering the gap between requirements and savingso Recommending the right solutiono Explaining how the solution will achieve the goalo Following the right closing procedure

To pitch a solution successfully, you need to:o Present the FHR Reporto Identify the customer’s goalso Calculate the value of the goalso Identify existing investmentso Create a customised financial reporto Present the FHR Report

The Three As Approach to objection handling comprise:o Acknowledging the objectiono Asking questions about ito Answering the objection

To close a sale successfully, you need to:o Check for unaddressed querieso Summarise the client’s needso Make an appropriate closing remarko Complete all documentationo Give advice on next steps



o Take feedback and Aask for referencesGraphic Description

Summary template

Topic 6: QuizScreen No. 1Screen Title Test YourselfOn-Screen Text You have now completed the module on Pitching and Closing and are ready to take the final assessment. Please note:

You must complete all questions in one session. If you exit the assessment before all questions are answered, your answers will not be saved.

You need a minimum score of 80% to pass the assessment. You can retry the assessment if you do not achieve the minimum passing score.

Good Luck!

Audio Transcript

You have now completed the module on Pitching and Closing and are ready to take the final assessment. Please note:

You must complete all questions in one session. If you exit the assessment before all questions are answered, your answers will not be saved.

You need a minimum score of 80% to pass the assessment. You can retry the assessment if you do not achieve the minimum passing score.

Good Luck!

Graphic Description

This is an assessment start screen. Show a generic graphic related to assessment on this screen.

Screen No. 2Screen Title Question 1



On-Screen Text Which of the following are steps in pitching a solution?

Option 1:Always Be Closing. Option 2: Following the Three As approach. Option 3: Calculating the value of goals. Option 4: Creating a customised financial report. Option 5: Confidently asking for the checkque.

Select all the correct options and click or tap Submit.

This question maps to the LO: Recognise the steps to follow while pitching and selling a product.

Audio TranscriptGraphic Description

Assessment template. There should be no feedback or audio.

Screen No. 3Screen Title Question 2On-Screen Text Why do you need to calculate the value of the customer’s goals?

Option 1: To discover the savings gap Option 2: To identify existing investments Option 3:To create the FHR report Option 4: To build rapport with the customer Option 5:To decide on a suitable solution


This question maps to the LO: Apply the steps to match products to needs.

Audio Transcript



Graphic Description


Screen No. 4Screen Title Question 3On-Screen Text Which of the following should you avoid when handling an objection raised by the customer?

Option 1: Appealing to their emotions while explaining your solution Option 2: Explaining the advantages of the solution you are offering Option 3: Explaining the cost of waiting, if relevant Option 4: Explaining how and why their existing investments are a waste

Select the correct option and click or tap Submit.

This question maps to the LO: Apply the Three As Approach to Objection Handling.



Screen No. 5Screen Title Question 4On-Screen Text Which of the following are common closing mistakes?

Option 1:Not attempting to close the sale though the customer is ready Option 2: Explaining a feature that they seem to find attractive Option 3: Discussing their experience if they did happen to buy the product Option 4: Answering closure related questions before they have agreed to buy Option 5: Hesitating to ask for the cheque




This question maps to the LO: Identify situations where closure steps have been correctly or incorrectly applied.



Screen No. 6Screen Title Question 5On-Screen Text Which of the following are non-verbal buying signals?

Option 1: Leaning back Option 2: Talking animatedly Option 3: Smiling Option 4:Expressing a desire to experience some aspect of the product Option 5:Shaking head from side to side


This question maps to the LO: Identify the steps for closing a sale.



Screen No. 7Screen Title Question 5On-Screen Text Identify the statements that can lead to a successful closure.

Option 1: Sir, this solution will help you achieve both your needs for a life cover as well as regular income. Option 2: This feature is not really relevant to you, but the others are. Option 3: Who would you like to name as nominee?



Option 4: Please give my number to your friends who are interested in life insurance. Option 5:Madam, the cheque needs to be made out to Tata AIA Life Insurance.


This question maps to the LO: Identify the steps for closing a sale.



Screen No. 8Screen Title Question 6On-Screen Text The ............. gap is the difference between the value of the customer’s existing savings and what is required.

Option 1: Savings. Option 2: Protection. Option 3: Wealth. Option 4: Retirement..



Assessment template. There should be no feedback or audio.OPTION 1 IS CORRECT

Screen No. 9Screen Title Question 7On-Screen Text Which of these is NOT a step in to successful closure?

Option 1: Clarifying remaining queries.



Option 2: Doing a needs analysis once again. Option 3: Asking for references. Option 4: Completing documentation. Option 5: Giving details about medical tests, etc.



Assessment template. There should be no feedback or audio.OPTION 2 IS CORRECT

Screen No. 108Screen Title ResultBody Text 1 <Passing Text – When score is 80% or more>

Congratulations!

You scored __%

You have completed this course successfully.

Click or tap the Certificate icon to generate the course completion certificate.

Click or tap the Exit button to close the course.Body Text 2 <Failing Text – When score is less than 80%>

Please Try Again.

You scored __%.

However, you need to score 80% or more to successfully complete this course. We recommend you commence this journey again and attempt the assessment after completing it.



Click or tap the Revisit button to reattempt the assessment.Audio TranscriptGraphic Description

Screen No. 11Screen Title Disclaimer



Body Text 1

Audio Transcript

<No audio in disclaimer screens>

Graphic Description

Show Disclaimer with an Exit button. No need for itext for this button.

Add disclaimer from this file:

$/TATA_AIA_Continuous_L_and_D_TRMUINA250017_TFS/Project Documentation/07 Client Supplied Items/Nov28_2016 Disclaimers/disclaimers.pptx – Slide 5


mumftp.tatainteractive.com tr… · web viewselling life insurance is not about selling products....

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