How To Overcome EVERY Objection! [Insurance Agent Training]

Duration: 16:53 2775 transcript words EN summary

Video summary

The video focuses on empowering new insurance agents to confidently handle objections by introducing a simple three-step framework known as the "Three A's": Agree, Answer, and Ask. The speaker emphasizes that agents must avoid being combative when prospects express disinterest; instead, they should agree with the prospect's feelings to build rapport before addressing their concerns. By acknowledging the objection without necessarily agreeing with every detail, the agent validates the customer's perspective while maintaining a positive tone. This approach is followed by answering the specific concern and immediately finishing with a question that keeps the conversation flowing and places the agent back in control of the interaction. A significant portion of the training addresses the common objection where a prospect says they need time to think about it, which the speaker identifies as polite code for ending the conversation permanently. Drawing on Brian Tracy's teachings, the presenter warns against allowing prospects to delay decisions, noting that most people who say they will call back never do. To counter this, the video introduces a "no call back policy" close, where the agent firmly but politely states that all necessary information has been provided and the decision must be made today. The speaker offers both a non-aggressive version of this technique, which relies on logic and urgency, and an aggressive version that highlights the moral responsibility of agents to help families secure protection before it is too late, effectively shutting down further delays. The final segment of the transcript shifts to practical phone etiquette tips designed to maximize call effectiveness and maintain control from the very first second. The speaker advises agents to assume the right person answered the phone rather than verifying identities, as this prevents prospects from lying or hanging up immediately. Additionally, agents are instructed to use only their first name to avoid giving prospects an opportunity to interrupt with company names or other distractions, and to skip generic pleasantries like "How are you?" in favor of asking specific questions that yield actionable answers. Crucially, the video stresses the importance of never pausing during a call, as silence allows prospects to insert objections; instead, agents should continuously finish their statements with questions to ensure they remain the ones driving the dialogue and securing appointments.

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So, I'm going to jump into a couple things really quick. I got three different things again from our live trainings we did. The first thing I want to talk about really quick is objections. New insurance agents struggle with objections, but you don't have to. So, I'm going to give you three simple steps really quick. I call it the three A's. I love putting everything into easy steps that anyone can duplicate, replicate, implement into your business. These are the three A's to overcome every objection you ever get. Who's ready for that? >> Would that be cool if you actually walked out of here with specific steps to overcome objections? >> Yes, sir. >> Okay. The first A [snorts] is agree. You cannot be disagreeable. Most insurance agents are trained that when someone says, "I'm not interested." to say, "Well, what do you mean you're not interested? You don't have enough information yet." That's kind of combative, isn't it? That's kind of disagreeable. That kind of doesn't work either. Okay. So, step one, agree. It doesn't mean you totally agree 100% with what they're saying, but it means you understand where they're coming from and it means you're ready to get closer to the sale. Am I right? Who's ready to get closer to the sale? Okay. So, step one, agree. They say, "Hey, I'm not interested." Perfect. Thanks for sharing that. Right. Second, a answer their objection. agree, answer, and ask. I believe in always finish with a question that keeps you in what? Starts with a C? >> Control, man. Keeps you in control. Keeps the conversation flowing. Keeps you in control. And it has them responding to you. The psychology of finishing with a question is powerful because when someone asks you a question, what do you typically do? >> Answer it. >> You answer it. It's human nature. Am I right? So, you're on the phone because this is all about phone and objections this morning. I'm not interested. Absolutely. Thank you for sharing that. It's my job to just drop off the information. It's totally up to you with what you do with it. So, should I drop this thing off? What do you think? In the morning or in the afternoon? Which is better? Does that help? Who does that help >> already? Right. We're all about delivering value and I want to do it right off the bat on day two. Agree, answer, and ask. Someone shout out an objection. >> Insurance. >> Already got insurance. Excellent. It's not my job to come and change everything. It's just my job to deliver the important information that you're wanting. So, I'm going to be there on Thursday. Is morning or afternoon better for you? Okay. Who's next? >> Is this free? >> Is this free? Thank you so much for asking that. Great question. Social Security provides $255 to help with final expenses. The information's free. For me to come out, it's free. And it's my job to get you supporting information because I'm the local field underwriter. I'll be there Friday. Should we hang out in the morning or afternoon? When should I drop this off? Who's next? >> I need to think about it. And you know what? Let's use this at the end of the appointment. How about that? Right. Who's ever gotten I want to think about it. I want you to call me back. I wasn't planning on using this one, but this one's good. You ready? I've got two variations. I learned this from Brian Tracy. The art of closing the sale. About a decade ago, I was listening to his audio book again, The Art of Closing the Sell by Brian Tracy. I was listening to his audio book as a new agent every single day because I had zero sales experience. No clue what I was doing. I was good at being personable, warming people up. I learned that was important. But I've got a no call back close that I learned from him that I use every time someone wants to think about it. Every time someone wants me to call him back. And you can use it too. Eric's used it. Am I right? That's right. >> So when someone because in Brian Tracy's audio book, he says that he would go around to all these homes as a new salesperson. And he had all these people saying, "Ernesto, I want to think about it, man. I want you to call me back. I'm not sure. I'm not ready." And before you knew it, he had like 40, 50 people thinking about it. He thought that everybody was going to call him back. Everybody was going to buy it. He was going to have all this business. He wouldn't know what to do with it. >> Anybody ever felt that way? It doesn't work that way in case you were wondering. Okay. He quickly learned that when he got I want to think about it 72 times and that no one called him back that I want to think about it and I want you to call me back is polite customer speak for goodbye forever. We we will never meet again. Who feels that way? >> Then stop listening to it. I also believe and I'm gonna give you the actual close in a second. I also believe that how you make decisions is how your prospect will make decisions to you if you make decisions quickly. If you don't believe in calling people back, if you don't believe in thinking about it and you believe in I'm either doing it or I'm not and I'm being honest with the person and I'm talking about it right now. I don't think about stuff. If I want a car, my wife rolled up a she surprised me with a Jaguar convertible few months ago, a couple weeks ago, whatever. And the guy rolls up and I test drive it. I'm like, "Okay, you guys want I don't know 36,000. I'll give you 32,000 if you can, you know, get it done today. He's like, we probably can't do that. Well, that's fine. I don't need the car then, right? I make decisions instantly. There's no reason to waste people's time. But because I buy that way, I expect others to buy that way and they can sense it and they can feel it. So, if you're someone that deep down thinks about stuff and wants people to call you back and you want people to think about it, right, and you want to think about it, then that's probably the main reason you're getting that objection because I don't get it as much anymore. Think about that. It's a hard truth, but it's true. Okay. So, Brian Tracy, he had all these people saying, "I want to think about it." And he finally got fed up with it. >> Who's fed up with I want to think about it. I want you coming back. Dude, I'm with you. So he finally said, >> you ready? >> Yes. >> He finally said, this is good now. He finally said, this is the no call back close. And I've got an aggressive version and a non-aggressive version that a lot of you have heard before. He's [snorts] he he he he he simply says with this no call back close. I understand that you want to think about it. Unfortunately, I have a no call back policy. You have everything you need to make an informed decision today. Why don't you just take it? He tried that on his first appointment after getting about 40 people telling him he was going to think about it. and they said, "Well, if I can't think about it, then I guess I got to do it." So, I'm sitting with a agent in Nianga, Missouri several years ago, and we're sitting with Miss Mary was her name. Really was. And she said, " $300 a month sale. We're about to close a $300 a month sale." When I get in front of big sales, I'm definitely not letting those go. Most agents re when someone it's a big sale, most agents retract because I don't want to screw this up. This is big. I don't want to get in the way. I don't want to take them off. Right? When I get a chance to close a big sale, I get more aggressive. I move in harder. I don't retract. I was with an agent and this lady, Mary, we were talking through the options, the benefits, the options. This is a big decision. I I I want to think about it. And I said exactly what Brian Tracy said. Absolutely. I totally understand. Unfortunately, I have a no call back policy. You have all the information you need to make an informed decision today. We get along great. It's saving you money. It's giving you more coverage and it's putting some cash back in your pocket. Obviously, you should do this. Why don't you go ahead and take it? And guess what she said? You want to know? She said, "If I can't think about it, then I have guess I have to do it." And she did. That's the non-aggressive version. [applause] >> Who wants the aggressive version? >> Are you guys aggressive or not? I know Ryan in the 10X hat's aggressive. All right, you ready? Okay. >> Here's the aggressive version because at the end of the day, we're helping people, right? Like I talk about it all the time and I tell agents, who helped a prospect more, the person that sold them 5,000 or the person that sold them 15,000? But w to sell with our own wallet. We want to we think we're helping them by not proposing something that they should be doing that they need and their family needs. When they pass away, which agent was more helpful to that family? Now, I'm not saying you oversell them stuff. I'm not saying you sell people stuff they can't afford. But I'm saying you do the right thing because I believe and I'm so sold on what we do that we are one of the biggest helper professions in the world. As Frank Melli said last year, I truly truly believe that. So, here's the aggressive version. You ready? I want to think about it. All at once, on the count of three, say, I want to think about it. One, two, three. I want to think about it. I completely understand. I have a unfortunately I have a personal no call back policy. And the reason that is is I've had people tell me they want to think about it. Six months go by, they don't actually think about it. They pass away and guess who their blame family blames for not helping them do what they should have done from the very beginning. I'm not going to let that happen. We get along great. You need it. You want it. You can afford it. Let's see if we can get you approved. What's your full legal name? >> Right. Who's ready for that one? [applause] Show of hands. Who's going to try that? >> You guys are aggressive. I love it. All right, so there's objections. I got a couple more minutes and I want to move I want to move into a couple of things really quick. I want to move into some phone tips. Who wants some phone tips really quick? If you like that, you'll love this. Two hands. I love it. She's really ready. Okay, phone tips. I got five of them really quick. The first one, always assume the right person answered the phone. We are trained to do this. Hello, I'm looking for Betty. Hello, is this Betty? Are you Betty? I'm trying to reach Betty. They fill out the information. You know it's them. Which is which is better? Hello. I'm looking for Betty. >> Hey, Betty. Have you ever had a telemarketer call you? We're gonna see who's honest. Have you ever had a telemarketer call you and they've said, "Uh, I'm looking for Cody." No, you have the wrong number. Show hands. Who's done that? Yeah, me too. [snorts] Okay, at least we're honest about it. Okay, so why do we do the same thing? which one's more likely to get the proper response and get lied to less often. People don't want sales people calling them. That's normal. It's human nature. I don't care if they fil information or not. They're still a lead. But a lot of leads don't get sold because agents do not know how to work them. I truly believe I can receive any batch of leads. I don't care where it's from, who created it, and I can get a return on that batch of leads. I'm that confident in my ability. You need to be that confident in your ability. So, hello, Betty. Okay, second tip. [snorts] I only use my first name. I don't use last name. Nobody cares. They're going to forget. I don't use company name because when I use company name and I say, "Well, hey, I'm with, you know, the 8% Dallas agency office." Well, who is that? I don't. It gives them a chance to interject. It gives them a chance to interrupt. It gives them a chance to take control of the conversation and ask a question. Is that good? >> No, it ain't good at all. It's my phone call. We're in control. We called them. They didn't call me. So, I don't use it. Betty, this is Cody. Everybody can do that, right? Third thing, I don't ask, "How are you? We don't even care yet. Oh, we don't. We really don't. I said that on a YouTube video one time and and a dude commented, "I care about everyone." You've been on the phone with him like eight seconds max. Right. [snorts] And I'm doing horrible today. Why are you calling me? That doesn't help the start of the call, does it? I don't ask, "How are you?" I ask questions I know I'm going to get the answer to. I ask questions that are g going to give me the right answer. Okay? And that one I don't have control over. I also don't pause. Here's the number one issue that agents struggle with. I'm going to give you the example of the wrong call. Not in this room because you guys are forward thinkers, but if I was in another conference, most insurance agents, if I passed out leads to 10 people, eight or nine would say this. And after I say it, you're going to throw up in your mouth. Okay. Hello. I'm looking for Betty. Hey Betty, this is Cody Haskins with the 8% insurance office. How are you doing today? Yeah, Betty, you you went online and fill out a form saying you wanted to quote to buy life insurance and then we pause. The pause is the killer of the call >> because guess what? It is the It is because guess what happens when you pause. What happens? Help me out. >> Lose control. They give you an objection. They say something they don't even mean. Dude, I'm not interested. What they're really said is you have no game on the phone. You got to step up your game to get in front of me. Right? So why do we pause? It's because we maybe we don't know any better. Maybe maybe somebody hasn't showed us. Maybe somebody hasn't trained us. Don't pause. Instead, I always finish with a question. That's the fifth tip. I always finish with a question 100% of the time. Okay, I'll use Medicare for example. This is Cody. I also love this phrase. I'm getting back to you. Sounds better than you did. This sounds like I'm yelling at somebody. I'm getting back to you about your request for the new Medicare information. Now, I'm the local field underwriter. Should I drop this information off in the morning or in the afternoon? Or I'm the local field underwriter. I'll be out in your area, Nate, on Friday. Is morning or afternoon better? Who's in control of the call? >> Who has a better chance of getting the response that you should get? So why don't we do it that way? [music] >> [music]