COLD CALLING PRESENTATION

Hi, (Customer First Name). This is (Agent Full Name) here at the Family Protection department, with new benefits in Life Ins Industrial in (Customer City).

The reason for my call, we are calling everyone in your State for 2 reasons, 1 we are making sure everyone have the new updated Life insurance policy 2 to make them aware if their Life insurance includes the living benefit that now comes with new life insurance policies,and to give more information on this (Year) insurance programs approved in (Customer's State). A Licensed Field Underwriterby the name of Hannah is assigned to work with you in receiving all of the new benefits update you are entitled to, AS SOON AS I verify your information we can get started.
• Your full name is..... and it is spelled------ .
• The correct mailing address you gave us is------ . Is that you? Ok.
• The correct date of birth you gave us is-----. Is this correct? Ok, so that means you are
years young. *I always tell my customers, "It doesn't matter how old you get, as long as you are getting better, right?..Right on!"
• Ok, super! Looks like I have the right person here.

= If No D.O.B:
(Customer First Name), these state approved benefits are available for folks who can qualify by age. What is your date of birth, or correct age, please?
© TIE DOWN: Now, were you checking into benefits for yourself or for someone else? **(Find out who the "real buyer" is! Get them on the phone, or set a call-back appointment.)
*If customer is married, or if a couple is checking into benefits for BOTH husband and wife:
(Mr.Ms. Customer Name), am I assuming correctly that you make most of your financial decisions together? Super! Let's find out what you both qualify for, while we've got each other on the phone here.
*It is wise to have BOTH husband and wife on the phone together, before proceeding forward to the next page in the Sales Presentation Script, even if one spouse says it is not necessary.

(Customer Name), May I share with you in ONE MINUTE, who I am, what these benefits are exactly,and how you may apply for them here at my department, and then you tell me what to do after that, ok?

Great. My name is (Agent Full Name). I am not in a call center, or in a sales department. I am a state Licensed Field Underwriter here at the family protection department. I am the actual decision maker of who qualifies for our benefits. It is my job to do 4 things for you today

1 Determine the exact level of benefits for you, even if you've been turned down before.

2 Identify the absolute, bottom-line, lowest premiums for the BEST plan

3 Secure your Cash Benefits into place permanently without having to spend any money

4 Give you the new living benefits that now come with life insurance policy

(Customer First Name), this (Year) the state-regulated program pays out 100% CASH to your beneficiary - listen very carefully - usually within 48 hours after death, to cover all funeral and or Mortgage payments and any other bills you may have. THIS MAY BE THE VERY FIRST MONEY THAT YOUR FAMILY SEES AT THAT TIME to cover all burial costs, and Cash to live the life you always wanted them to live. Sound good? also you can get part of this money when you get dianose with Cancer, Stroke and or Heart attack.

These Cash benefits go through big or small, affordable, whole life insurance policies that are

regulated by the state of (Customer State) for folks who live on a limited income each month. These are not your real big expensive-type plans, just small, affordable, permanent plans, that never change and payout as quickly as 48 hours. Make sense, (Customer Name)?

Now You Can Transfer The Phone To A License Agent If You Don't Have A License

Now, I do not send out any salesman to bother you. You do not have to go anywhere. I simply give a free quote right over the phone, which is the important information you need, best of all we work with many company to find you the best plan for the best price. This includes the coverage amounts, the lowest premium rates, and all the additional No-cost benefits that are available in (Customer City) right now!

I'll give you about 3 options 1 a plan that you can use while alive 2 look at only what funeral cost in your area and 3 A plan that helps you save money. I will start LOW when I give you my quotes, because, (Customer First Name), this is not going to do anybody any good, if it is not affordable. That is #1.

So, I'll start low and give you 3 options to look at and tell me which one you would love to choose to protect you and your love ones today. Now, if you see something that you want for you and your family, here is how this works. I will simply help you to apply for the benefits right over the phone. It only takes about 15 minutes for us to complete your application. Now (Customer First Name), YOU DO NOT HAVE TO SPEND ANY MONEY with us today, in order to apply for the benefits! I do not want this at the back of your mind, while I am talking with you. Everyone I speak with is living on a certain budget every month. I realize everyone gets paid at different times of the month. I have the authority to

set your plan into place to begin at the price, and on the day of the month, that suits you. Does that sound good so far? Good.

Next, my secretary will send you a Welcome Packet tonight in the mail. You should get your Welcome Packet next (2-3 days ). In your Welcome Packet, you'll have all of my contact information, which I will give to you in just a moment, all the information about the program you select, and our FREE gift called our Memorial Guide (this is a professional booklet for end-of-life planning).

After the Welcome Packet, your actual policy will arrive in the mail within 10 business days. I make sure we get the policies sent right out to you. I want every word that I tell you to be validated on paper in front of you in black-n-white in your Welcome Packet by (1 week), and in your actual policy within 10 business days. Then, you are set for life!

Your plan is permanent. It will never change, and goes with you the whole way. It will pay out 100% with 48 hours to 5 business days at the end of your life. I realize, (Customer First Name), that I'm jumping ahead a little bit, but I just wanted you to know the process of how this works, if you see something that you want, OK?

*If customer answers a solid, "Yes", you have a BUYER on the phone! Proceed to next paragraph...

(Customer First Name), is there anywhere you need to be this morning/afternoon? Do you have any appointments coming up soon? If I clear out my schedule to spend some quality with you now, can you share a few moments with me to see what you qualify for?

> A customer's response should give an agent a firm assessment to either proceed forward to the next page in Sales Script, or set a callback appointment. Stress to the customer it is best to proceed now!

** If a customer's answer is unsure after the "Tie Down" Question, ask further questions about the customer's actual need for coverage.

*OPTIONAL, if you have a "buyer" on the phone:

May I ask you to write down my license number? I want you to feel secure with me. Because I am not a telemarketer, I want you to be able to verify at anytime, that I am a state licensed insurance professional with your state department. Would you like me to contact them now together with you on the phone to verify it?

*If customer says, "Yes", have the 800-378-0445# to the Department of Insurance in the customer's state handy. Simply place a 3-way call to the Department of Insurance to verify your agent's license number.

Customer Warm Up

The goal here is to further strengthen rapport with a "buyer" customer. Help them FEEL YOUR CARE for their family situation at this

(Customer First Name), I build meaningful, life-long relationships with all of my personal clients. I'd like to know something about who our cash benefits are going out to. So, I want to know something about your situation, what you feel your needs are, and who I will be working with in the future to pay out your cash benefits. I want to be on the same page as you are, going in the same direction. So, (Customer First Name), how long have you been living in this (Customer City)?

Are you originally from there?
Did you raise a family, there, in (Customer State)?
Do your children live close by now, to keep an eye on you? My family is a close-knit family. I believe that your family is your greatest treasure on
Who would I work with in the future to pay out the cash benefits? Which one in your family would be your beneficiary - someone you could trust to handle your funeral arrangements and pay off Liabilities?
Any G-children? How often do you get to see them? Are you the "built-in babysitter"?
How do you keep up with everyone's birthday in your family? Christmas gifts?
Are you disabled, or retired? What was your previous occupation? *If a customer worked several years in one vocation, commend them on being the "backbone of America".
Did you serve in the military? I have relatives who served/are serving in the military I appreciate your service to our country, THANK YOU. I especially love to help veterans.
What do you do now for fun? Any hobbies? Do you travel much? Visit relatives?
Do you attend church anywhere? Volunteer in charity work/public service? Bingo?

I certainly want to commend you for taking the time in talking with me to help protect you and your family future today. Most people wait until it's too late. You're smart, because it's very hard to get coverage when your age changes, as your health grows worse. You are wise to stay on the phone with me today to put in place one of the greatest financial product rich people put in place first. I promise to do everything in my power to take care of you and your family today, so that you never have to worry about this again for the rest of your life, OK? Thank you for sharing a little bit about yourself with me.

Identify Customer Need

Page I 13

*The customer's need for coverage is the "Anchor to the Sale". When a customer expresses what they feel their needs are, the customer is actually selling themselves on an agent's product.

(Customer First Name), It is expensive to live. It is also expensive to die. It's not something that "might" happen. It's something that is GOING to happen. The most common need of my customers is to be sure that their family does not have to "dig into their pockets" or to ask friends and family around to put you at rest or to pay for YOUR funeral. There is usually a story, or a reason, for what motivates people to reach out for my help. I want to be on the same page as you are, going in the same direction.

© TIE DOWN:So tell me, what you feel your needs are? What were your thoughts & concerns about your family, when stay on the phone or the request was made for benefits here? (Listen to the custome)

If the customer is not talkative, pull more information out of them by asking more questions:
- Did someone close to you recently go into the hospital or nursing home?
- Have you ever had to help pay for anyone's funeral?
- If something, God forbid, should happen to you tonight, who would get stuck with the burden to pay your funeral bill?
- Do you feel that taking care of your financials and or final expense is an individual responsibility, or your children's responsibility?
- Tell me more about ..
- Do you see our permanent, final expense cash benefits as a necessity, or a luxury?
- Are you counting on the S. Government's $255 death benefit to cover your funeral bill and final expenses?

We expect you to live another 20, 30 years. But if not, do I hear you saying that a funeral is a big expense on a family, and that it is easier to pay a little bit at a time, than thousands all at once? So, you just want a small, affordable plan that is permanent, never changes, and pays out immediately - no matter what - to protect your family/spouse.

Pre - Qualify: Customer Health

Page I 14

As a Licensed Field Underwriter, I do not require a physical exam, or medical test (we're not going to come out and chase you around the house with a needle - ha, ha). However, this is a state-regulated program, so I have a few Guideline Health Questions to determine the level of benefits available to you today.

Please answer each question honestly and truthfully, as we do an M.I.B. check. To save you a lot of time and trouble, I take care of everything right over the phone. We simply verify your answers with the Medical Information Bureau.

*If a customer wants M.I.B. explained to them:

The Medical Information Bureau is kinda' like the OMV where you get your driver's license. If there is anything on your driving record, the Division of Motor Vehicles has a record of it. The Medical Information Bureau, Inc. is the same way. It is regulated under the federal Fair Credit Reporting Act

and 11HIPPA" Laws. It is a consumer reporting agency. Every time a person applies for insurance, health conditions get reported to them. So, if you have anything on your health record, it is logged there. We just do a standard check with the M.I.B. to verify your answers.

So long as your answers match the information we get from M.I.B., everything is fine. HEALTH QUESTIONS:

What is your height/ weight? Are you a tobacco user?
Let's put all our "cards down on the table" first, ok? Please, tell me anything I need to know about your physical condition in the past or present. What is the WORSE THING on your health record? Go ahead and tell {List personal health information a customer volunteers.)
List all prescriptions that you are currently taking. {Have your customer s-p-e-1-1 out each prescription.) *To get the best idea why your customer is taking a prescription, go to webmd.com to look up the physical condition connected to each prescription.
Ask Health Questions. {Go to your insurance company website to print out an application in your customer's state, including health questions. Print it out and insert into your selling notebook for future )

Thank you so much for your honesty, (Customer First Name). Because this program is state regulated, we can't apply for more than your funeral needs, like $100,000 - or anything like that. Most people I talk to already have some type of insurance. And, they just want a small, affordable plan that's permanent, and pays in addition - immediately, no matter what!

Many companies are now doing credit checks in addition, to determine eligibility. We don't have to do that. We simply go by the honor system at my department. We only want to be sure that you have not bounced any checks in the past 15 days. So, do you have an account in good standing? Perfect! *Optional, if customer rapport is great: Is a checking or savings?

Decision Maker

Now, because this program is state regulated, let's make sure that I am speaking to the

correct person.

TIE DOWN: (Customer First Name), Are you your own "Financial Decision Maker"?

> (Pause for customer response.)

In order for you, (Customer First Name), to make a rational decision with me today, is there anyone else that we need to have on the phone with us - a son, a daughter, Power of Attorney, sister/brother, or anyone else, for you to be able to make a final decision, if these benefits are right for you?

OPTIONAL:
- Are you the "financial secretary" in your home? - Is there someone else who pays your bills / writes checks for you?
- Do you handle your own purchases? - Who picked out and paid for your

vehicle/house? So, could you make a rational decision today about life insurance?

*OPTIONAL: Tell me more about ..

So, what I hear you saying, is that, if you see something you want from what I show you in a moment, and if I feel comfortable qualifying you for it, you can make this decision today on your own, all by yourself, without needing to discuss it with anyone else.

> {Pause for Customer Response.)

*If a customer expresses a need to include another person in their decision process, it is wise to not proceed forward in your Sales Presen tation ,until both parties are on the phone with the agent. A callback appointment is recommended, if a 3-way call to the 113rd party person" is not possible now.

*If a customer does not need to include anyone else in their decision:

*OPTIONAL: May I ask one courtesy? I see that it has been {Ex: A Week) since you requested this information. The demand is high for our benefits. We try to follow up as quickly as we can. There are a lot of people reaching out for my help every day! So, can you simply give me a "Yes" or "No" answer, after I provide all the information, and answer all of your questions? It won't hurt my feelings, if you say "No". Can you, please, give me a courtesy answer either way today?

Ok, (Customer First Name), congratulation I do feel comfortable moving forward with you, because you obviously care about your family, and you can make a decision by yourself. So I'll do everything I can now to qualify you for the top, approved plan, so that you may also take advantage of the low-cost benefits available in (Customer City) right now.

Customer Plan/Benefits Explained

(Customer First Name), I am going to submit your information real quick to make sure we can still get the lowest premium rates, and all the top benefits, before anything changes.

While we wait a few moments for that, let's get your paper and pencil ready to write down some important numbers. I am going to walk you step-by-step through your plan, because I want you to know exactly what you are getting, ok?

At the top of your paper let's write my name . The number to my desk ---.---.----. I will be your "Contact Representative for Life". I have enjoyed protecting families futures here at my department for about 5_years. I deal with grieving families almost daily, and I take a lot of pride in making sure cash benefits are paid out immediately, during the worst week of a family's life - when everybody has their hand stuck out - the funeral home, medical bills, nursing home bills, credit cards, etc. That would be a blessing for you.

Everything that I share with you from this point forward is going to be in your Welcome Packet that my secretary will send out to you in the mail today. So, you do not have to write down everything I say, just the "highlights" that I ask you write down, ok?

The name of the insurance Company is . They are located in . Their plans are approved by the state of (Customer State), here at my department. The name of your plan is (Customer Plan). (Insurance Company) has been specializing in protecting families with Final Expense and financial Plans for years. They have a top rating of _ {Check AM Best Rating for your Insurance Company). In my opinion, there is no better company experienced to protect your family. You can visit them online anytime at ( example www.mutualofomaha.com).

Your plan benefits are as follows...

{*Benefits described below are typically inherent to most, not all, final expense plans.)

Whole Life Insurance: It stays the same for life. The coverage you sign up for is the coverage your beneficiary gets. Premiums NEVER go up. Coverage NEVER goes down. Even if your health/age changes, your policy never changes, unless you call me for more coverage, or to change a ONLY you have control over your policy.
No Waiting Period (*Preferred/Immediate Issue Plans}: Your coverage begins on Day 1, 100%.
Benefits are Tax Free: "Uncle Sam" can't touch it. It does not go through estate probate. in addition for $20 monthly when ever you get admitted in the hospital you get a cash benefit $ 200 a day for each day you stay in the hospital, to help you keep up with your bills in case of emergecy and or health issue and you have to get admitte
Cash Value: This is similar to a little "savings account" inside your A small portion of your monthly premiums goes into your Cash Value every month. Over time, your Cash Value builds to the point of being able to pay for your premium, in case of a financial emergency, so you never lose your protection. This is your "Safety Net". A 20 year projection of your Cash Value is included within your policy mailed to you.

Additional No-Cost Benefits ( Might cost depand on the company)

*Note: Now share with your customer additional No-cost Benefits. No-cost Benefits described in the list below are typical. Please, check the Agent Guide of your insurance company product to be exact. Riders will be shared later in the Sales Script.

(Customer First Name), there are addition No-cost Benefits that we may apply to your plan, if we can get something done today. These will not make your premiums go up one penny - ever! We also have small-cost riders available that I will share with you later.

ADS, Accidental Death Benefit: Coverage automatically DOUBLE S in case of an accident. Example: $5,000 goes to $10,000 without having to apply for it! (If this ADB is included No $)
Terminal Illness Benefit: If you are ever diagnosed with a terminal illness {6-12 months left to live), your policy pays you *(typically up to 90-100%) of your total coverage, GET THIS - while YOU ARE STILL LIVING, to take care of your own funeral ahead of time, pay off any bills/debts, etc. Have you ever had a life insurance plan that PAYS YOU, while you're still living?
Confined Care I Accelerated Benefit: If you become a fulltime resident in a Nursing Care

facility *(typically 60-90 days), your policy will PAY YOU *(typically 5%) of your face amount of coverage each month! Another "Living Benefit"!

Critical Illness: example Cancer, Heart attack, Stroke, Paralysis, End renal failure, Major organs Transplant usually it 25% of your death benefit
Chronic illness: unable to perform two or more ADL's Example Bathing, Eating, Dressing & etc usually 80% of your death benefit
Terminal Illness usually 90% of death benefit you can have access Example if your doctor said your life expectancy 12 months or less

Now, I did just get your plans back, and I've got to congratulate you on this. It looks like....Yes, all of the free benefits are available right now in (your State). And, I will be

able to lock-in these LOWEST rates before anything changes.

Do you still have your paper & pencil handy, so we can go over the numbers together?

Remember, we don't come out weekly, or monthly, to collect payments, like they did in the old days. For consumer safety reasons, we simply allow your bank to send in payments for you by "Automatic Deduction" on whatever day you choose. Make sense?

Best of all, we pay claims IMMEDIATELY, usually within 48 hours, because when you leave this world (Customer First Name) - (PAUSE) - it will be one of the worst days in your family's life. Mom/Dad, G-ma/G-Pa, is gone; they're not coming back. We take a lot of pride to provide this money to them, the same way YOU would, if you were still there for them.

Quotes put client on hold for 2 minutes

*Give your customer 3 options to look at first {$30 $40 $50 premium range is recommended to start).

If an agent needs to "buy some more time11 to generate a 3 Option Quote:

Now folks, I am a professional. I am very good at what I do. So, I want to be sure that the numbers that were just given to me for your plan(s) are very accurate. I don't want there to be any "surprises" later on your part, or on my part. Would you, please, give me just a moment to look everything over to make sure it is correct? Thank you. ------- Generate your 3 Option Quote now!

I promised to start low with your premiums, so here we go:

Option 1 is: $$$ Coverage at $$ per month - That's only Lper day!

*If Accidental Death Benefit applies:

$$$ Coverage will DOUBLE to $$$$$$ Coverage, in case of any accident. So, that is $$$$$$ TOTAL COVERAGE for only �per month.

Option 2 is: Same verbiage as Option 1.

Option 3 is: Same verbiage as Option 1&2.

Now, ALL THREE of these plans include: (Briefly recap No-cost Benefits). Also, another FREE Gift is our First Class "Memorial Guide" in your Welcome Packet, as it goes out today. This is an "end-of-life" planning guide to direct your final wishes to your family, so that they will know what to do for you at that time. It makes it easier on them, when you plan things out ahead of time. (Also mention any Funeral Home Network, if available through your insurance company) It's our way of saying "thank you" for allowing us to serve your family today.

You also have available some Riders you may apply to your plan for little additional cost.

*Fully detail each rider and additional costs. Typical Riders Include:

Child Rider
Critical illness( cancer, heart attack, renal failure etc
Chronic illness (unable to perform ADL's Eating, bathing
Waiver of Premium Rider ( stop at age 50)
Terminal Illness(12 months or less to live usually 90%

(Customer First Name), do you want me to stop right here, or do you want to look at anything higher?

Remember, all of the information about the plan you choose will be in your Welcome Packet that will arrive in the mail within 3-4 business days. Then, your actual policy arrives within 10 business days. Then, you're finished. And, you never have to worry about this again for the rest of your life!

Ask For The Sale

There are more expensive plans that you may qualify for, but in my professional opinion, these plans should cover what you need now, and the future. Funeral cost go up 5% every year. If your family ever wants you to have more later, you can always call my desk direct. MOST IM PORTANTLY, I want to feel sure that we find something comfortable and affordable for you right now. These lowest rates are not going to get any cheaper than they are today. You may not even qualify later, especially if you get sick/ hu rt, for all the additional benefits.

TIE DOWN: So, tell me (Customer Name), which plan looks more comfortable for you, on a monthly basis RIGHT NOW?

(Pause...Do not talk, until after the customer responds, even ifthere is an awkward silence .. .)

*A customer may have additional questions, concerns, or objections. After answering each one, ALWAYS 'Joi/ow up" your answer by asking for the sale again. Such as:

Which plan looks like a smart way to start for you?

Which of these three plans fit best into your lifestyle and budget?
If you knew that you would pass away this week, which plan would you choose?
Which one appeals to you the most?
Out of the three plans, which benefit would you feel good about leaving your family?
Which one of these plans would take care of your family, if, God forbid, something should happen to you, tonight?

*After a customer chooses a plan, the application process is next. Depending on the insurance company, there may be different steps involved. The most cutting-edge E-a pplications include a "Voice Signature" from the customer recorded by the agent right over the telephone. Some processes require a paper application to be faxed into the insurance company. Other processes require an agent to "burn a CD" of the application to be mailed in. And, of course, the old-fashio ned way of mailing a paper application to the customer for their signature is still around.

Regardless of the exact method, usually there is almost always a step to include a 3-wa y call with the customer into the underwriting department of the insurance company to verify the customer's application information, as well as collect the customer's answers to the medical questions. Many insurance carriers utilize the 3-wa y call to collect the "Voice Signature" of the customer.

Because a customer's payment information typically must be collected by an agent before placing the 3 -wa y call to the underwriting department, the next page in the Sales Script lends scripted verbiage into how to collect personal information without "spooking" the customer.

Collecting Payment Information

Let's make sure we activate your plan on the day of the month that works best for you. To do so, we need to secure your rates and benefits on my secure phone line. To make your policy a legal document, and the ONLY way to lock-in these lowest premiums, and all the extra benefits, is to bring my "assistant" on the phone with us. This is a 3-way call to the Underwriting Department of (Allnation Financial). Over a secure line, my "assistant" there will go over your name, address, etc - to make sure I have everything spelled right - and get your answers to those medical questions one last time, and collect your "Voice Signature". We have the technology to electronically record your signature, so that nobody has to come out to your home to bother you, and you don't have to go anywhere. Most seniors appreciate this convenient service. Isn't that great?!

Your application will then be submitted to the final department for approval.

(Customer First Name), your plan is activated when your bank sends in the first premium payment, and the sooner we can set it up for you is (Day of week - approx. 2 days from now). Is that a good time for YOU to make your first payment of ($Exact Premium Amount)?

*If a customer does not want to start their plan immediately, it is a good idea to ask, "When do you get paid each month?" Most final expense customers are on Social Security or Disability. Their check arrives either in the mail, or direct deposit into their bank account, on virtually the same day each month. Try to set the FIRST payment date on the same day they get paid, or shortly thereafter. Ex: If a senior has their 55 check direct deposited on the 3^rd each month, it will go into the customer's bank account at midnight on the 2^nd, so that it is in there, even before the customer wakes up in the

•

morning on the 3^rd If the 3^rd falls on a weekend, or holiday, their check always goes into the bank

account the day BEFORE the weekend, or holiday. After establishing the first payment date that your customer wants for their plan to begin, proceed...

Ok then, what is the best day each month to have your payments sent in? {Pause for customer to provide an exact date.) Ok, so we'll keep it on this day (Ex: 3^rd) each month. Sound good?

For consumer safety reasons, your payments are set up on a Bank Service Plan by "Automatic Deduction". There is no extra fee at all for this service. Because you trust your local bank, this FREE service is provided for people who normally keep their account in good standing. I feel sure that's what you do...correct?

You already let me know that you haven't bounced any checks lately. Are you with a bank, or a credit union? What is their name? Are they local for you there in (Customer City)? Because we are a state license department he re, we have great relations with (Customer Bank). We enjoy working with them. They always send in every payment on time .

*Agent look up customer's bank routing number at www.qreqthatcher.com.

(Customer First Name), for your payment information, I have some numbers here that I would like to confirm with you. It's a nine digit Routing Number to (Customer Bank). Let ' s make sure that YOU have the correct numbers, so your payments will always be made on time . So, go ahead and open up your checkbook, and I'm going to read the correct Routing Number to you. Is your checkbook handy? I'll wait for you...

Ok, at the bottom left corner of your check is your Routing Number. It's the first nine digits at the bottom, left hand corner. It should read as follows ... Is this correct? Fine. Now , there are some more numbers right after that, read those numbers to me, please. {Pause for Cu stom er). Ok, now let me read the numbers back to you one last time to confirm. Your Routing Number is.....ls this correct? And, your account number after that is....ls this correct? Perfect!

3-Way Underwriter Call

Ok, one last thing we are going to do together is a 3-way call that I mentioned earlier to finalize your policy contract. This legal document permanently seals the benefits in your favor. It'll be about 5 minutes or so, but then you're done, and I want you to get back to enjoying your day with a brand new outlook.

Here is what my "assistant" is going to ask you, so let ' s make sure we have everything ready:

You will first be asked permission to complete your application over the telephone on a secure recorded line.
Your full name. What is your middle initial?
Your contact info: addre ss, phone number,
Who is your beneficiary- Primary? Secondary(contingent)?
To make this is a legally accurate document, so the benefits get paid to the correct person, what is your Social? (social security number)
The name of your plan. How much coverage you are applying Any Riders.
The date of your The name & city of your bank. Payment information.
Cash Value Option - Yes or
Medical/Health
Are you "Replacing" any policy with this new policy?
Disclosure

*An agent must briefly read the Disclosure Statements to the customer prior to placing a 3-way call to the Underwriting Department. Disclosure Statements are typically located on an application provided by the insurance company online. Disclosure Statements are as follows for most final expense applications: Medical Information Bureau Notice, Notice of Information Practices, Authorization to Obtain and Disclose Information, Fraud Warning.

*An agent may likely be asked to disclose the following information to the Underwriter:

Agent Appointment
Agent Resident
Permission to sign the application electronically, or over the
Customer
Customer Contact
Customer
Plan/Premium.
Is the customer replacing any policy with the new policy?
Customer

Customer Social Security Number/ Bank Routing & Account

Seal The sale

*After phone interview with underwriter is completed; after underwriter hangs up the phone.

CONGRATULATIONS, (Customer Name)! I am proud of you. Your coverage is now set for life!

My secretary is going to send out your Welcome Packet today. Here is what your Welcome Packet contains:

Thank you Also, my business card contains all of my contact information.
your emergency Sponsor Let me know if I may assist someone you love with a free quote.
Memorial Guide. Record your final wishes in this professional booklet, then put it together with your actual policy in a safe place, so that your family will know what to do at that

Your actual policy arrives within 10 business days mailed from (Insurance Company).

We won't forget about you here either. We'll be checking in on you now-n-again, especially to remember your birthday. Do you feel good about the decision you made today? Good. (Insurance Company) and I are making a commitment to have this money available when your family needs it the most. We will fulfill our commitment. It also requires a commitment from you, to make sure the money is available for your bank to make the payments for you.

Perfect! It's been an honor to speak with you today. Thank you for allowing me to serve your family. Ooops, I almost forgot...

Referrals:

Before I let you go, who can you think of to share our benefits with...?

**See Referral Page (next page)

*After agent collects referrals:

Thank you (Customer Name) for allowing me to protect your family. Have a blessed day. Take care!

The End_______________________________________________________________________________

Referrals

Unfortunately, I am not able to help anyone who is not in my system. However, you can provide the same benefits to your family and frie nds , without them having to make an inquiry to my de pa rt me nt . A lot of people call in saying they were referred by some one, but they are not in my syst e m. It's such a shame. Who can you think of to put in my system under your na me, in case they call in?

Who would you like to share our benefits with today? We can put down on my list here up to 3 frie nds, and unlimited family members. They will be provided with the same professional courtesy that you received from me today, along with a free quo te . I won't charge them a nickel. Is there somebody you know who may not be protected, or have good coverage , that would appreciate this valuable information?
We' ve been doing this a long time no w . We realize you've probably already been thinking of someone who would also benefit from this program. Who among your family and friends might have a need for something like this? I'll put their name in my system under your name, as the person who sponsored

*Collect the referral name, city & state, relationship to the insured, and phone number. If the insured does not have the phone number of the referral, you can "Google" the referral's name, city & state, or access www.whitepaqes.com to locate the referral's phone number.

"Calling a Referral" Script:

Hi . This is (Agent Name) from (Company Name).

You were sponsored by one of my policy holders. The state has approved a final expense plan for burial protection with additional no-cost benefits that (Customer Name) enrolled in. You have the ability to receive a free quote from me, a licensed field underwriter.

(Customer Name) is protected in their plan for life. I want to go over these same benefits that you may be privileged to as well, because you were sponsored. Do you have a moment?

Your age? Your relation to (Customer Name)? Your city & state?"

*Now, go to the "Why I Am Calling" page of the Sales Script.

"Old Leads" Intro Script

Page I 33

*Although an agent follows the same Sales Presentation Script for "older" leads that is normally utilized for "new" leads, the initial up front introduction is key to opening up a conversation. Because a "older" lead customer may have been contacted by a previous agent, it is important for the next agent to make a different appeal to the customer than the original agent. That is, approach the customer in a ''follow up" manner, not as an original call. For example, an expert agent never says, 111 received your

card in the mail requesting information...11 because that is precisely how the previous agent

introduced himself to the customer. Here are various, effective talking points of introduction for a "older" lead:

Hi,(Customer First Name). This is (Agent Name) from a final expense department.

We are following up on your request for benefits here at my
As supervisor of approved benefits, it is my job to follow up with your
Our records here indicate that you have not received the benefits that you
Did someone contact you already about the benefits you requested? Why was the previous representative not able to help you apply for your benefits?
We'd like to know - Did you want the benefits for yourself, or may we have your permission to share the benefits with someone else?

*Always listen for the customer's challenge, objection, or reason why they did not move forward with the original agent. Usually a customer will let an agent know what happened right up front. This is key! Now, the current agent can handle the customer's buying obstacle right up front! Take a quick assessment. If the customer's obstacle can be overcome, here are effective talking points for an agent to utilize:

This is not a problem. I am sorry that you have not been able to move forward with the benefits that you are entitled to here. I can take care of it for you right now.
Let's see exactly what you qualify for.
May I get this fixed for you right away?
I apologize for the previous representative who was not able to help you. It is my job to follow up with you, and make sure you get the benefits you are entitled to
It is a good thing you are talking to me now. I will be able to secure top benefits available right now in (Customer City).

*Pivot to the "Verify Customer Information" page in the Sales Script. Start there! Close the Sale!!

AGENT POST-SALE CHECKLIST

Page I 34

1 Verify Customer Bank Call your Customer's Bank:

Verify Customer Bank Information Script:

"This is (Agent Name) with (Company Name). I just need to verify that an account is open and active. May I give you the person's name and account number please?"...Is this correct? Ok great, may I verify the routing number as well, please?...ls this correct? Thank you!"

Fill out Customer Application and submit to Insurance
Update Customer's lead in your lead system to reflect "Sold".
Client Welcome Mail TODAY! *Nearest Mail "Drop Box".
- Client Thank you * Attach Business card.
- Sponsor
- Memorial Guide. *Attach Business

Business Card are FREE @ vistaprint.com.

Items to put on your business card:

FINAL EXPENSE DEPARTMENT
Agent Name
Licensed Field Underwriter
Agent Business Address
Agent Phone
Agent Fax
Agent Website

Update Client Birthday on

*An agent should have a yearly calendar to keep track of sending out Birthday Cards to your insurance clients!

Spike Questions

Page I 35

*To invoke curiosity throughout your sales presentation, ask additional questions that 11spike" customer interest, scattered throughout your script delivery.

**Your benefits should sound like an untold 11m yste ry" to the customer. Intriguing. Captivating! Your final expense plan should initially come across as the 11best kept secret" in the entire funeral protection industry. Interject words picture and questions that invoke curiosity:

►

► Are you aware that we have no-cost, extra benefits in your area that come to you directly by applying for one of our plans?

►

Did you know that as a Licensed Field Underwriter, I can qualify folks who have been rejected and refused by almost everyone else?

►

Remind me to share with you later how your entire funeral is paid for, after only one premium payment!

►

Did you know that we have the technology at my department, so that NO PAPERWORK is required for you to fill out, if you qualify for one of our plans here?

Don ' t let me forget to share with you how your entire family, and some friends, may also receive benefits, without having to send a card in to my department .

***These thou ght -provoking questions create intrigue in the customer's mind, as never-be fo re-heard of benefits that an agent may explain in greater detail later, if a customer proceeds forward. Make

1 •

qualifying for one of your plans a 11m ystery of anticipation 1 This keeps the customer on the 11edge of

their seat 1 and eager to move forward with you!

BURIAL EXPENSES

Page I 36

Social Security pays a death benefit of $255 and only to the surviving spouse. The Veterans Administration death benefit for a surviving spouse of a veteran, if you qualify, is roughly $450-$800.(1)

Funeral Home Expenses (2)

Serv ice Cost

Professional Service Charge.. . ... .. ..... .$500-1,200

Transfer of the Deceased... ... ... . ... ...... $175-300 Casket .. . .. . ... ... ... ... ... ... . ... ... .. .. ...$1,900-6,000

Use of Viewing Facility.. . .. . ... ... .... ......$350-900 Embalming. ... ... .. .. . .. . .. . ... ... ... ..... ... ..$200-700

Cosmetology.. . ... ... ... .. . .. . .. . .. ... . .. . .. ...$100-300

Service CarN an/Limo/Hearse. ... ... .. .. ...$400-600

Memorial Service/Chapel... ... . ... ... .... ...$500-700 Flowers.. . .. . ... ... ... ... ... ... . .. . .. . .. .. ....... $250-500

Graveside... ... ... ... ... . .. . .. . .. .. . .. . .. . ......$400-600

Cemetery Charges

Plot/Vault. ... ... .. .. . .. . .. .. .. ...... $800-2,000

Headstone and Engraving.. . .. ..$350-1,000 Opening/Closing of Grave... ... $350-1,500 Special Ceremonies.. . ... ... ... ..... $200-500 Total.. . ... ... ... ... .. .. .. .. . ... ... $1,700-5,000

Grand Total... ... ... . .. . .. . .. ... ......... $6,475-$21,800

Cremation... . ... ... .. .. . .. . .. . ... ... ....$1,500-$4,000

Other Expenses Often Forgo tten

Out of town guests: travel, hotel,
Lawyer's
Unpaid medical bills: hospital, doctor, nursing
Unpaid debts: loans, credit cards, business

(1) www.social security.gov

(2) Various online sources used to estimate costs. Prices subject to change and may vary from state to state.

W11'lr.funeral-hel p.co m. ,,.,,w.motlevfool.com. ww11·.f11ner alswithlove.co111. U.S. Senate Committee on Aging 2001

COLD CALL FROM START TO FINISH