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COVID-19: Agent Scripts & Tips
In this time of uncertainty where doing business as usual is not the norm, we understand that agents still need to operate, service their clients and of course make a living. While working remotely is likely optimal to prevent spreading Coronavirus and endangering others, it may not always be an option. With this in mind we put together the below tips and scripts to help agents not only maintain activity, but educate their clients about COVID-19 to provide security and peace of mind. APPOINTMENT SETTING (ALL AGENTS): Start out the beginning of the script without an alteration, and then quickly transition to address the COVID-19 “elephant in the room”. A good transition statement would be, “We want to get you the information you requested, but I also want to talk to you about the Coronavirus. I do come out to your house to meet with you, and I want to let you know that we are committed to keeping you safe. I will disinfect my laptop/tablet/IPAD and pens, and I will be wearing a mask, using hand sanitizer, and please don’t get offended, as our protocol is not to shake hands. When I am out visiting you I will not only get you the information you requested, but give you information about the coronavirus, how to prevent it, (print out this link), and how your insurance will work during this time.” DOOR KNOCKING: I think door knocking can be very effective with final expense direct mail leads at this time, as most seniors will be home. I recommend going to the door with a mask on, with the card in hand, as an agent normally would. Show the card, and say, “You sent this card back in the mail requesting information (then point to your mask and say) I am not sick - this is part of our protocol to keep you safe, but still make sure I get you the information you requested, and also get you information about the Coronavirus, and how you insurance will work during this time.” IN-HOME PROTOCOL: Agents will continue to need to do their jobs, not only to continue to earn a living, but they are also providing a valuable service. Becoming knowledgeable about the virus, in addition to providing their normal services, will allow an agent to become a valuable resource during this time. Agents do have a social and moral obligation to mitigate as much of the risk of infection spread as possible, and they should take all of the recommended protocols very seriously. They will be visiting with the some of the most vulnerable members of our population, the elderly and chronically ill. Here are some simple tips: If an agent has any symptoms, they should not go out in the field, period; Agents should wash their hands regularly throughout the day, and should sanitize their hands after touching their face, door knobs, any objects that are not their own, money, credit card machine, gas pump, etc.; Agents should have sanitizing wipes with them to wipe laptop/tablet/IPAD, pens, and any other tools used in the field; When not wearing a mask (even when not in a client’s home), sneeze or cough only into your shirt (pull your shirt over your mouth and nose). PRESENTATION TIPS: As far as the presentation, if you are a Medicare centric agent, lead into your presentation talking about Coronavirus and how Original Medicare and their current MA plan will work. If you are a going in on a FE lead, and you are not a Medicare agent, just give general advice on keeping safe, and let the client know that the test will be covered for free, after a physician orders it. Also, let them know that as of now, they will pay all of your normal co-pays, coinsurance, or deductibles if treatment is needed. If an agent is going in on an FE lead, but also certified to market MA, then they should do their FE appointment, then transition to talking about coronavirus. After giving general information, let them know that you need to sign a scope of appointment and set another appointment, if they would like to go over coverage in detail to learn about the potential cost sharing if treatment for Coronavirus is needed. Then schedule a follow up appointment (can be later in the day). TELESALES AGENTS: Start with the normal initial sales script, but mention that, “due to the coronavirus, we are now doing everything over the phone with you without ever having to have an agent come out to see you, isn’t that great? Related Articles: Sell Medicare products remotely  |
COVID-19: Agent Scripts & Tips
