How to Succeed

Initial Call - Focus on BOOKLET Delivery:

One of the best ways to build trust with our leads is to fulfill their request - so focusing on their BOOKLET and how they would like to have it delivered (mailed as a printed version or emailed as an electronic file) ... this focus will generally set them at ease and when the delivery specifics are settled, you can ask if they have specific questions that you can make sure are addressed in the booklet and prepare them for the follow up contact.            

  • LEAD: Hello?
  • YOU: Hello, is this FULL LEAD NAME, FIRST and LAST
  • LEAD: Yes, who is this?
  • YOU: Hello, LEAD FIRST NAME, I am _____________________ with _________________ and I am calling to deliver the Annuity Booklet you requested.  We can either mail you a printed copy or email you a digital copy.  Which would you prefer?
  • LEAD: I would like (a printed copy mailed to me.) or (email)
  • YOU:   Okay.  Just to confirm your (mailing address/email address) is ______________
  • LEAD: That is correct
  • YOU:  I will make sure we get that information out to you today.  Is there any specific question you want to make sure we answer in our booklet, or do you just want the general overview on Annuities?  I may be able to add some supplemental information if needed.
  • LEAD: No Thanks
  • YOU: Okay then, I will get this out to you today.  I will check back with you in ____ days to make sure you have received it, and if you were able to review the booklet and have further questions I would be happy to answer them at that time.
                       
Follow up Call - Focus on BOOKLET Delivery!

Make sure that you are able to re-connect with your lead a few days after mailing out their printed brochure or the following day of you emailed them the digital file. Your first concern should again be that they RECEIVED the information they requested.
  • LEAD: Hello?
  • YOU: Hello, is this FULL LEAD NAME, FIRST and LAST
  • LEAD: Yes, who is this?
  • YOU: Hello, LEAD FIRST NAME, I am _____________________ with _________________ and I am calling to make sure that you received the Annuity Booklet that we (mailed/emailed)
  • LEAD: Yes, I received it.
  • YOU:  That's great, were you able to review the information yet, and if so, did you have any more questions that I might be able to answer?
  • LEAD: Yes, I was hoping to find out if __________________________________________
  • YOU: That's a good question. In order to answer, I need to find out a little more about your situation: _____________________________________________________________________
Ideally, your follow up call will result in the above type of discussion, leading to a contract.  In other cases, the lead may not have had time to review the information yet, or they might not have time to discuss their questions at the time of your phone call. If you cannot schedule a time for a follow up call, simply end the call with "I'll check in with you next week to see if you have had a chance to review by then."

 Do's

We have found the following practices can greatly improve your chances of success with the lead:
  • FOCUS ON BOOKLET DELIVERY. These leads wanted one thing.  Make sure that you are focused on delivering what they requested!  Once you have successfully delivered that Booklet, you have passed a test that earns you a bit more trust.  If they see that your focus is their focus, they are going to be more comfortable working with you if they decide to proceed.
  • ALWAYS CALL IT A BOOKLET. Booklets are informative, and that is what the lead asked for.  They did not ask for "information" - they asked for a BOOKLET and that is the one trigger word that will remind them that they filled out that online request.
  • LISTEN AND REFLECT. Each human being comes with a different set of needs and concerns, and they may even have a different vocabulary.  Make sure you listen to your leads and if they express their core concerns beyond the booklet, make a note of those concerns and seek to address them in future discussions using terms as close to theirs as you can naturally achieve.
  • BE INFORMATIVE AND RESPECTFUL. Basic facts, presented in a way that could not be considered the least bit condescending, is the golden standard for increasing trust.  Even if this lead has spoken with other information providers or lenders, if you are able to prove that you know what you are talking about, you understand their needs, and you RESPECT THEM, you will win the competition.
                                   
Don'ts

We have found the following practices can contribute to lead hostility or delays in connecting with the lead:
  • Autodialers tend to create an immediate disconnect in the critical first seconds of your call.  Seniors are especially sensitive to automated, mechanical technology and will reduce your chances of successful trust building.
  • Private or Unknown Caller ID - Always call from a line that at the very least provides your phone number.  Private and Unknown headings will reduce your answer rate significantly.
  • NEVER SAY "BROCHURE." Brochure implies sales and marketing copy.  BOOKLET implies information that is useful and not commercialized.   NOBODY WANTS A BROCHURE.  If you are mailing information you created, make sure it is in BOOKLET form for this very reason.
  • DO NOT "VALUE" YOUR LEAD IMMEDIATELY! These leads are looking for INFORMATION so they can decide if they want an Annuity - if they do not meet the criteria, they will learn this from the BOOKLET. Investment goals and available funds can come up naturally in a conversation - but net worth or other “valuations” should not be your first, or even your second, question.
                       
Remember, You are Building Trust.

Leads have every reason to doubt and very few reasons to trust someone who they just met online. Your first focus is to DELIVER the BOOKLET they REQUESTED.  That will go a long way in earning their trust!  Once they RECEIVE the BOOKLET, they are more likely to be open to discussing their situation in more detail.