Month: August 2019

4 Sales Tips for Getting Past the Gatekeeper – Ep. 14

In Episode 14, we go through four sales tips to get past the gatekeeper when building partnerships with providers in your area to generate leads! We also talk about how the healthcare industry is working to use technology as a way to detect evidence of dementia. Listen to get the sales tips that will lead you to success!

Podcast Episode 14: 4 Sales Tips for Getting Past the Gatekeeper Transcription:

Sarah: Welcome to Selling SMART with Sarah Smith….

Jessica: And Jessica Vara!

Sarah: In today’s episode we are going to talk about how the healthcare industry is working to use technology as a way to detect evidence of dementia. We also go through four sales tips to get past the gatekeeper when building partnerships with providers in your area to generate leads.

Disruptive Waves:

Jessica: So this is pretty cool! Apple and Eli Lilly (which is a huge pharmaceutical company) are partnering up to do research on whether health features on the iPhone and Apple Watch can detect evidence of dementia and cognitive decline

Sarah: Oh that is super cool! Have they found anything of use so far?

Jessica: So yeah, they found that when compared to healthier counterparts,  people with symptoms of cognitive decline showed slower typing, less regularity in their schedules, fewer text messages and they also relied more on helper apps.  

Sarah: That’s interesting… how exactly did they come to these conclusions? 

Jessica: Well they had a 12-week study that included 31 people with various stages of cognitive impairment and an 82-person healthy control group. Researchers were able to collect 1.5 gigabytes of data per participant per day and that included data on motor function and sleep rhythms.

Sarah: So did they just have people use their phones like normal and kinda monitor it?

Jessica: I don’t think that’s far off! They collected their data from a bunch of different platforms. They used iPhones, Apple Watches, iPads, and Beddit sleep monitoring devices for the study. I believe they are planning on conducting more research, but this was just an early-stage study. 

Sarah: Nice! Yeah, I think that this is great! I mean dementia affects about 47 million people across the world, so anything that helps us detect the early stages of mental decline is amazing!

Jessica: Oh definitely! And the initial results of this study are pretty promising. The only thing is that the researchers are stressed that they’re only a “starting point” for further studies on using consumer gadgets to predict these types of diseases.

Sarah: Yeah, things like this are going to take some time, which can be frustrating but at least we are moving toward improvement. 

Jessica: Right and as the site of care moves more toward the home with things like telehealth, it’s going to be so important to have devices that can help notice these signs so people can be notified and seek the treatment they need. 

All Aboard the Knowledge Train:

Sarah: If you listened to Episode 7: Building Your Business, you learned how to partner with providers like dental officers, PCP’s, and pharmacies. If you haven’t, we recommend listening to that episode as well because we give you a guide on how to partner with providers to self lead-gen! One thing we didn’t go over during that episode was how to get a meeting with the decision-maker in the office. You’ll likely come across a receptionist or an office manager (we will call these people the gatekeeper) before you ever get in front of the dentist, provider or pharmacist so it’s important to have a game plan for how to capture the gatekeepers attention and push them to allow you to talk to the decision-maker.

Jessica: Getting past the gatekeeper is one of the most crucial parts of your grassroots marketing efforts. A gatekeeper is any person you encounter who controls access to your prospect. In order to reach your prospect, it is important for you to have a plan for how to get through this person. 

Sarah: Understand that gatekeepers are typically told by their superiors to keep salespeople out. If they let salespeople in, they sometimes can look bad. So even if you have a great pitch planned, they will do whatever they can to keep you out even before they have heard any details about what you are offering. They will be the toughest opposition in your marketing efforts process.

Jessica: The first step in getting past gatekeepers is to understand who they are and what their objective is. The most likely types of gatekeepers you will encounter during your initial office visits are office receptionists or other office support staff. The office support staff spend much of their time answering heavy phone traffic and assisting with other office activities. They can be incredibly busy so you must be mindful of their time. Because they are busy, they will typically spend no more than 30 seconds listening to your opening pitch to determine whether they want to let you through to the provider or not. Your introduction is incredibly important. This is why first impressions are so crucial.

Sarah: Let’s go over some sales tips for getting past gatekeepers.

  • Sales Tips: #1 Build rapport. You want to be friendly and build rapport with the gatekeeper. You want to make them feel comfortable and give off positive vibes. A gatekeeper is more likely to pass you through if they like you and enjoy speaking with you. 
  • Sales Tips: #2 Be real with them. Another tactic you can use is to let them know you understand their objective. You know they are instructed to keep you out but if they give you just a few minutes to show why this provider would really want to meet with you, it’s going to be worth their while.

Jessica:

  • Sales Tips: #3 Treat the gatekeeper like your prospect. Gatekeepers generally have basic knowledge regarding the company they work for and some may have more knowledge than you might think. Use that to your advantage. Start by giving them your elevator pitch and ask them a few probing questions to see if they give you any pre-qualifying information, specifically you’re looking for the name of the individual you REALLY want to talk to AKA the decision-maker. Many of them will answer your questions if they have the answers. Sometimes it can be good to ask a question that you know they will not have the answer to because they will be more likely to pass you along to the person you really want to speak with.

Sarah: 

  • Sales Tips: #4 Use short responses and the assumptive technique. If you’re calling in to try and set up an appointment before going into the office, try and act like a customer as long as possible. Again, receptionists are basically told to do whatever you can to keep salespeople out. When they ask what you’re calling about say you’re a local business owner looking to potentially partner to help each other out. Make this informal and do your best to get the name of your actual prospect (the decision-maker). Once you know the name of the decision-maker, ask if they are in the office. If the gatekeeper responds with yes but he’s not available right now you could say something like “Oh I’ll hold thanks!” This may catch them off guard and push them to at least go check to see if the decision-maker would get on the phone to set up a meeting. In this case, you’re using the assumptive sales technique. You’re assuming that they’re going to do what you want them to do before they actually do it. Even if they go and look for the person to come back to tell you no, you can still ask what time you should call back in order to get in touch with the decision-maker. Now when you call back you can say “Hey just calling back for so and so” which makes it sound like you just got off the phone with them. More likely than not, you can get through. At that point, you can ask the gatekeeper how if you can set up an appointment for a future date or speak with the provider on the spot.

Sarah: It is inevitable that you will run into objections from the gatekeeper. Don’t take it personally if they try to shut you down. Be vigilant and try your best to convince them to let you through to your prospect. Here are some helpful sales tips on how to deal with objections from gatekeepers:

Jessica: Sales Tips on how to Overcome Objections from Gatekeepers:

  • We are not interested. This is the most likely objection you will encounter. Many times a gatekeeper will use this line even before they have heard your elevator pitch. 
    • Try to explain your value proposition briefly and say you think if they allow you to give them a little more information, they would be. Then ask a few probing questions to see if they give you any pre-qualifying information.
  • Give me your information and I’ll pass it along
    • Do your best to set up a meeting right then and there. Just like any other sale, you are more likely to seal the deal right then and there. But if they still push back, here’s some things you can do: 
    • Leave your business card. They likely won’t pass it along and even if they do, you may never receive a response. This is why it is important to also have detailed leave-behinds and marketing materials that will catch their eye and pique their curiosity. Then set up a time to follow-up with them regarding the information you leave behind.
    • Let the gatekeeper know you have a ton of info to give to them and you want to make sure you only give them the information that would best suit their needs. And then ask a few pre-qualifying questions to gain some insight into the practice for when you follow-up. 

Sarah: On Episode 4 of the podcast we discussed how to overcome objections in the field and many of those can also be applied here, so make sure to listen to that episode for more tips on overcoming objections!

Jessica: Getting past gatekeepers is one of the most crucial parts of your marketing efforts and can be the deciding factor in whether you gain a partnership or not. You must practice these tactics because if you can’t get past the gatekeeper, you’ve lost an opportunity. Using a few of the tricks we’ve mentioned earlier should help you get through to your prospect. Good luck!

Ending on a Positive Note:

Jessica: Alright I am here with our very own Taylor MacLeod. She’s going to talk to us a little bit about some things she’s gone through and how she’s had to roll with the punches throughout her life and take some things that were negative and turn them into something positive and motivational. So, Taylor, do you want to go ahead and tell us a bit about that?

Taylor: Hi, yeah thanks so much for having me on the podcast. I am really excited!

Jessica: We are excited to have you!

Taylor: So I was lucky enough to get a job right out of college, not everyone is, so I was very blessed in that area. But after being there for a little over two years, I was let go because the company was moving in a different direction. And it was kind of a blessing in disguise because at the time I was doing so many things in marketing and it just really helped me figure out what I really wanted to do as far as my career in marketing and where I saw myself going. So I sat down and I researched a bunch of different marketing jobs and I compared them to what I liked doing at my previous job. And then I sat down and made a resume. It really helped me become goal-oriented and career-driven prior to the job and experience that I had. I’m very thankful for that job. It helped me grow as a person and as an adult.

Jessica: Also I believe you had mentioned that this was not the first time this had happened. This happened multiple times, right?

Taylor: It did. So after I left that job, I was hired about a month later at a different company doing sales. I realized very quickly that it wasn’t what I wanted to do. I liked the company and the people I worked with and I believed in the product we were selling, I just realized that I was more of a behind the scenes person in marketing. So I left that job and got another job where I was in the marketing department doing direct mail and social media. I realized that I really loved that and I wanted to stick with it. And about a week after Thanksgiving they came to me and told me it was my last week. So I updated my resume very quickly, put it out there, and realized that while this had happened to me again, it wasn’t the end of the world because there’s always more opportunity out there to grow. It’s kind of like baseball because when you’re pitched an outside pitch, you want to extend and go get it. And so what I did was flex all the marketing muscles that I had to go out and get the best job possible and that’s what landed me here at SMA!

Jessica: Aw I like this story!

Taylor: It does have a happy ending.

Jessica: Yes and I think that is really great because it’s a common thing that everyone deals with. Agents go through a lot too – like not getting the sale you want. I actually saw something recently that made me think of this. I heard somebody talking about how you can look like negativity like a seed or a plant. You can decide to water that plant or you can decide to go off and water the other plants of positivity. So the idea is that there’s always going to be those negative things in life but YOU have control how much power you give it. And I think you did a really good job of not giving that power and coming out on the other side, happy and at SMA!

Taylor: Yeah definitely!

Jessica: Thank you so much for sharing that story with us!

Taylor: Thanks for having me!

Sarah: If you want to learn more about how Senior Market Advisors can be your home for success this AEP, give us a call at 844-334-6066. If you want to be featured on the podcast, visit www.seniormarketadvisors.com/podcast and click on the button that says “Share Your Story.” 

Sarah: Want more Medicare sales-related content? Follow Senior Market Advisors on Facebook, Instagram, and Twitter – links in the description. We post new episodes every other Friday so make sure to follow and like us to stay up to date with all the newest content! If you’re liking our podcast, share our posts with the hashtag SELLING SMART to be entered to win an Amazon Echo Dot!

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Jessica: We appreciate you joining us this week on Selling SMART 
Sarah: with Senior Market Advisors!

3-30-60-90 – A Guide to Client Retention – Ep. 13

In Episode 13, we give you a guide to client retention. We also analyze the challenges new technology can bring to healthcare. Listen and learn why some people say Amazon’s Alexa’s bedside manners are bad for the healthcare industry. There are pros and cons to all new developments and this episode we focus on some of the criticisms and concerns of new devices. 

Later in the episode, Sarah and Jessica also go over how to maintain successful relationships and have great client retention using the 3-30-60-90 method, because what you do AFTER the sale is just as important as the sale itself! Listen as Sarah and Jessica role-play through our step-by-step phone conversation guide. You’ll learn how staying in touch can help you with client retention. The guide begins with the follow-up call around 3 days after the sale. Then you’ll learn what a phone conversation should sound like after 30 days, 60 days, and 90 days after the sale. Each conversation is different, but all conversations focus around one main principle: putting the client first.

Remember, closing the sale is important, but maintaining a close relationship with your clients builds trust. You can be so much more than an insurance agent. To build relationships, strive to be your client’s resource for everything Medicare!

Like what you heard on today’s podcast and want to download the our 3-30-60-90 whitepaper? DOWNLOAD HERE.

Follow us on social media and share our podcast postings with the #SellingSMART to be entered to win an Amazon Echo Dot!

3-30-60-90 – A Guide to Client Retention – Ep. 13 Transcript

Disruptive Waves:

Jessica: A few episodes ago we discussed some of the ways that technology is improving the healthcare industry – 

Sarah: Yeah.

Jessica: – and one of the things in particular that we discussed was Amazon’s Alexa and how they were beginning to use her for things like reading someone’s blood sugar or finding the closest emergency care center, stuff like that. 

Sarah: Uh huh!

Jessica: Well, I came across an article the other day on Kaiser Health News and I thought it was really interesting. It’s an analysis on Alexa’s bedside manner and why it is bad for health care.

Sarah: Hmmm

Jessica: Yeah, I thought it was pretty interesting! I just think that it’s good to look at both sides of things and with an issue like this in particular, I thought it would be beneficial to discuss some of the criticisms that these new technologies are getting.

Sarah: Definitely! I mean I feel like that is the best way to really understand anything — to get the full picture you really need to listen to both sides.

Jessica: Exactly! And this article makes some great points.

Sarah: Right, so what exactly did it say?

Jessica: Well so the author pretty much starts out by talking about how they went to the Brainstorm Health conference in San Diego and Bruce Broussard, Humana’s CEO, discussed how he believes technology will help patients receive help during medical crises with the ability to monitor and visit the doctors through video conferences. But then when they got home from the conference they returned to a lovely present of a $235 medical bill for a telehealth visit.

Sarah: Wow, I’m actually really surprised by how much that costs. That’s crazy for not even going into the doctor’s office.

Jessica: Right?! And that’s pretty much what starts the criticism of these new technologies.

Sarah: Yeah, I guess when you think about it, with these services you are still paying doctors for their time, but the patient really isn’t getting the same benefits they have of physically being there. 

Jessica: Yeah and this case in particular they were charged $235 for a five minute phone-call where the doctor answered a question about a possible infection. 

Sarah: When you do the math isn’t that like over $2,000 an hour?!

Jessica: Oh yeah, it’s crazy! I mean that’s more than corporate lawyers even bill! 

Sarah: Wow.

Jessica: Yeah, and this leads the author into a great point of patients still having to pay great amounts for a watered-down service. And you also have to think about the path that technology is leading the healthcare industry down. Because in the past, doctors would answer questions over the phone and email for free, just as part of the doctor-patient relationship.

Sarah: That’s so true, but now that would be labeled as telehealth. 

Jessica: Yep! And I think that during this period of change, it’s important to remind ourselves of the values of healthcare… or at least what values SHOULD be in place. Because I’m afraid, as is the author of this article I read, that our capitalistic society is going to see these technologies as a way to further profit and not as a tool. 

Sarah: Yeah, cause really at the end of the day healthcare is supposed to be about helping people and that human connection. Like if someone is diagnosed with cancer or a life-threatening disease, they don’t want to be handed an iPad that has statistics of their survival on it. They want someone who is comforting and knows how to deliver that kind of news or offer support that they may need during a time of trial. 

Jessica: Yes, that’s exactly the point I’m making! And another really interesting thing brought up in the article was a study that was published in Pediatrics and it found that children who had a telemedicine visit for an upper-respiratory infection were far more likely to get an antibiotic than those who physically saw a doctor. So the study pretty much suggests that overprescribing is at work, which is concerning.

Sarah: Yeah that definitely doesn’t make me think that the patient’s best interest is the main concern.

Jessica: Oh yeah I mean for sure, when it comes to that system, it doesn’t always allow for the doctor to do what is best for the patient, even if they intend to. I mean, it’s hard to diagnose someone over a video when you can’t actually feel a lump or have the patient move in certain ways to determine how serious their illness is. It’s just different. 

Sarah: Right, it’s not necessarily the doctor’s fault, but I could definitely see how it would lead to overprescribing because they probably are thinking they would rather be safe than sorry when it’s harder to determine the seriousness of someone’s illness. Especially in this case when they are dealing with children.

Jessica: Right and obviously, I don’t think that technology is inherently bad for the industry, but studies like this really drive the fact that we need to proceed with caution and make sure that when these technologies are implemented the purpose behind it is still focused on what is best for the patient and not what is going to make more money. Cause doctors may also start to not just use these video calls when a patient doesn’t have the ability to travel, they may just start to encourage it so they can take more patients and ultimately increase their profits. 

Sarah: Definitely. I do think that these types of discussions are important to keep the industry in check and make sure that with every new technology, the patient’s impact is really taken into consideration from all elements. Cause obviously these services are helpful and great, but you can’t forget about some of the cons. And at least if we point them out, we can find ways to improve and fix them. 

All Aboard the Knowledge Train:

Sarah: At Senior Market Advisors, we are committed to serving the underserved. This means we want you to do more than just make sales – we want you to build relationships! In order to really serve a beneficiary, you need to help them understand the enrollment process and earn their trust over time. Our four-point conversation guide can help you do just that, all while staying compliant with CMS’s guidelines.

Jessica: Okay so you enrolled a beneficiary into their new Medicare plan! Yay!! You’re feeling awesome. You’re feeling accomplished! You’re on top of the world. But what now? Well first off… congrats on your new client!! But secondly…. You want to keep this new client of yours right? Well to do that, you need to follow-up and stay in touch (client retention)!

Sarah: Today we are going to talk about 3-30-60-90, a guide to maintaining a relationship with your client 3 days after the sale, 30 days, 60 days and finally 90 days after the sale! If you’re contracted with us, we have a whitepaper called 3-30-60-90 Day Conversation Guide on this topic that can be downloaded for free from our SMA Agent Storefront! Okay, Jessica let’s start with the 3-day marker.

Let’s start with the 3-Day Call. This will be your first call after a beneficiary enrolls in a plan. The purpose of this conversation is to explain what the beneficiary should expect next. So this conversation might sound something like this.

“Hello, my name is Mary and I am calling from Medicare Health Benefits, an independent broker. May I speak with Susan?” 

Jessica: This is Susan!

Sarah: “It was great speaking with you a few days ago and helping you enroll in your new Medicare plan. I’d like to walk you through what you should be expecting from your plan in the upcoming weeks.” 

[and this is where you would continue talking about their new benefit cards, enrollment letters, benefit overviews and other things like that and when they should arrive. Then you’ll want to ask if they have any questions.

Jessica: Nope I think you covered it! 

Sarah: Well Susan I just want to thank you for spending time with me. I’m glad we were able to enroll you into a plan that works for you and your needs. I am always available for any questions you may have so don’t hesitate to call! 

Jessica: Great thank you!!

Sarah: I’ll be checking in in about a month to make sure you received all the appropriate materials and to make sure you understand how to utilize your plan! Thank you and have a wonderful day!

Jessica: So as you just heard, this was really just a follow-up call to make sure that the beneficiary understands what they signed up for, is happy and knows they can contact you for support. You really want them to not just think of you as the person who sold them their plan, you want them to think of you as their Medicare expert. Their go-to person they can rely on for any Medicare-related question or concern. This builds trust and will make them more likely to stick with you!

30-DAY CALL FOR CLIENT RETENTION

Sarah: Okay so you’ve made it through the 1st month with your new client. And they haven’t called you once with any issues! Hooray!! Now it’s time for your 30 day call. This call is to follow-up the follow-up, remember, maintaining contact is key. You want to make sure they received all the documents from the carrier and walk them through how to utilize all their new awesome benefits! 

Jessica: So let’s go through what this one might sound like. “Hello, my name is Mary and I am calling from Medicare Health Benefits, an independent broker. May I speak with Susan?” 

Sarah: This is Susan!

Jessica: Hi Susan. Remember me, I helped you enroll in your new Medicare plan!

Sarah: Yes I remember. Thank you!

Jessica: I just wanted to follow-up with you to make sure you received all materials from your new plan carrier.

Sarah: I think so. I got an ID card in the mail and I got some enrollment stuff with a welcome letter and benefits information.

Jessica: Great! I’m happy you received your plan information. Is your premium showing as the same as what we had discussed?

Sarah: Yep, looks like what we talked about.

Jessica: Great! Have you found a doctor in your network that accepts your plan and scheduled your annual check-up? 

Sarah: I did find a doctor close to me. I’m going to see her in a couple weeks.

Jessica: Wonderful! I’m happy to hear that.Have you had any issues at the pharmacy with your new plan?  (Obviously note that this is only applicable for Medicare Advantage plans with Prescription Drug coverage)

Sarah: Yeah looks like it!

Jessica: This is great news. Hey let’s go through how to utilize your benefits and discuss how the breakdown of how services are covered. (this is where you’ll go through their benefits and talk about how they can use their plan) 

Then you’ll wrap up and say – Sounds like everything is going well so far! Once again, if you do run into any hiccups, you have my number so don’t hesitate to call. I plan to call you again in about a month from now to make sure you’re still doing alright.

Sarah: Wow thank you so much. I really appreciate you taking the time.

Jessica: So notice that people really appreciate you going the extra mile to help them fully understand their plan. Let’s be honest, healthcare is super confusing and most people don’t understand all the terminology. So just being that resource to these people and explaining how they can use their plan and just showing you care really goes a long way.

60-Day CALL FOR CLIENT RETENTIONwith

Sarah: Okay so now it’s been about 2 months since the beneficiary enrolled in their plan and at this point, they should be feeling comfortable. This is an awesome time to call and discuss extra services included in their plan and make sure they are happy with their enrollment choice. This conversation might sound something like this.

“Hi Susan, this is Mary and I was just calling to check in to make sure you’re enjoying your new Medicare benefits.”

Sarah: “Yes I am! So far so good.”

Sarah: “Great! I also wanted to make sure you knew about all the extra services your plan offers!” Sidenote: Many of these plans offer things like fitness, dental, vision, telehealth, transportation, OTC benefits and more! Make sure they know about these! Okay, but to the conversation, “Susan did you know that your plan offers $50/quarter in Over-the-Counter benefits and transportation services?”

Jessica: “I didn’t but that sounds great!”

Sarah: Yep. Just wanted to make sure you knew about all the amazing services your plan offers! (Make sure they know that you answer any questions they may have regarding these services and give them any phone numbers and/or websites associated with those services) You had mentioned last time we spoke that you were planning on seeing your doctor. Was your experience positive?

Jessica: Definitely! I am happy I was able to find a doctor close to me who was helpful and friendly. 

Sarah: “Great! I’m happy to hear everything is going well. As always, you can give me a call if any questions come up but otherwise, I will be in touch in about a month.”

Jessica: So here is that extra support that the agent is giving to their client to really show that they care. And once again, driving home the idea that YOU are the person they should call whenever they have questions about their Medicare. This will help you with client retention!

90 DAY CALL FOR CLIENT RETENTION

Sarah: Now, we have finally made it to the 90 Day Call!

Jessica: Hooray! Although that was the quickest 90 days I’ve ever experienced. It felt like it was only a few minutes!

Sarah: Yes, it will probably not go by as quickly for you as an agent, so that’s why it is super important to put reminders on your calendar so you don’t forget to follow up!

Jessica: Yeah, that is definitely a good idea. So once you do make it to the 90-day mark, the purpose of your call is going to be client retention. You want to focus on preventive health and ensure they’re getting the most out of their plan.

Sarah: Right, because if a beneficiary is satisfied with their plan then they are more likely to recommend you to friends and family. 

Jessica: Plus! The happier they are with their plan, the more likely you are to keep them as a client (client retention). So this conversation might sound something like this.

Hi Susan! This is Mary. I just wanted to check in with you again to make sure you’re still enjoying your Medicare plan! Have you taken advantage of any of the services we discussed on our last call?

Sarah: “Yes! I used my over the counter benefits last week and got quite a few items for my home! It’s been a lifesaver!”

Jessica: That’s great Susan! Have you taken any proactive steps toward your health like doing a blood pressure check, getting a mammogram or any screenings and tests?

Sarah: Ooh no I haven’t but I probably should get a screening. It’s been a while. 

Jessica: Yep, it’s always better to be proactive on your health so in case you do have some health issue, you catch it early! 

Sarah: Yes great idea.

Jessica: Alright Sarah, if you don’t have any other questions I will let you go. Give me a call if you have any questions or concerns regarding your plan! Have a great day!

Jessica: And the 90 day client retention call doesn’t have to be the last time you contact them! A great way to continue building relationships with beneficiaries is by sending birthday cards, or holiday cards, or contacting them before AEP every year to ensure they are happy. Even little things like if you notice there has been a change to certain plans or networks, you can send them an email to make sure they are aware.

Sarah: Yeah and you may also want to offer to send business cards or brochures you may have so that they can pass them on to their friends and family. Just always make sure that whatever marketing you are doing is compliant with CMS!

Jessica: And again, please make sure that you are keeping a calendar of this stuff! There’s nothing worse than telling a bene that you’re going to call them regularly and then just forgetting about it.

Sarah: Yeah, do you think you’ll retain clients that way? NOPE. They’ll think you don’t have their best interest at heart, don’t care about them, and then you’ll lose their trust. Not only that, if you don’t establish yourself as your client’s first point of content, they will often reach out to the carrier instead, and this could prompt a completely preventable sales allegation, and obviously… you don’t want that!

Jessica: And obviously WE know that you have their best interest at heart, but you have to make it super obvious to them. So schedule reminders, don’t miss those calls and start building those relationships!  

Sarah: Yes, because we guarantee you that if you follow these steps you will succeed in client retention and not only maintain but EXPAND your book of business!

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2020 AEP Preparation Checklist – Ep. 12

In Episode 12, we discuss 2020 AEP Preparation and the features of Anthem’s new AI-driven member app called K Health. K Health uses years of anonymous health data to offer members answers to simple questions related to their health. Members can also chat with doctors via the app.

Next we dive into AEP preparation. SMA put together a preparation checklist outlining 5 important areas to focus on prior to October 15 to ensure a successful AEP! In each area we break down some questions you should be asking yourself as you prepare for this AEP. It’s never too early to start preparing so get started today!

Today’s AEP Preparation: 

  1. Set Goals
    • Have you researched the carriers and products available in your market?
    • Have you set goals for AEP and written them down?
  2. Become Ready to Sell
    • Are you ready to sell with all the carriers you want to sell this AEP?
    • How many carriers are you contracted with?
    • How many certifications do you have to complete?
  3. Know Your Products
    • Have you attended webinars and/or trainings to learn the 2020 benefits for each carrier you are contracted with?
    • Do you know how to use carrier portals and tools?
  4. Order Supplies
    • Don’t wait to order supplies!
    • Do you know how to order supplies from each carrier?
    • How long does the process take from order date to fulfillment?
  5. Market Yourself
    • Do you market your services? If so, how? What’s working?
    • How many tools do you use to market yourself?

With all this talk of AEP preparation, it’s easy to feel stressed out. Jessica and Sarah end the podcast on a positive note by discussing how SMA de-stresses during our busy season: a company cornhole tournament! Want to be featured on the podcast? Share your story with us at www.seniormarketadvisors.com/podcast.

Like what you heard on today’s podcast and want to download the 2020 AEP Preparation Checklist? DOWNLOAD HERE.

Follow us on social media and share our podcast postings with the #SellingSMART to be entered to win an Amazon Echo Dot!

Facebook: Senior Market Advisors

Instagram: @SeniorMarketAdvisors

Twitter: @SeniorMarketAdv