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Can pre-existing illnesses be covered?

• Yes, on this type of insurance they can be covered, but this involves an additional cost and is covered under conditions clearly specified in the policy

What is the importance of group health insurance for the intermediary?

• Due to the increasing interest of employers in offering benefits to employees, other than strictly salary ones, due to the increase in costs related to the restoration of health, as well as the deductibility, more and more employers are looking for alternative solutions, affordable and of interest to their employees • Therefore, group health insurance is an important source of income for intermediaries • In addition, the intermediary obtains a list of tens or hundreds of people - that is, insured employees, and possibly dependents, whom he can approach to sell other types of policies, with the aim that each employee's family has enough insurance • A group health insurance is an important source of income and also a very good source of prospects

What related services does group health insurance cover?

• The development of medical services and digitization have given insurers leverage to create systems for the easiest and most convenient use of health insurance • Specifically, they created several facilities, such as: • Call center 24/7 • Insurer network direct settlement, which is a default service on any policy, with insurers working to continually expand their own healthcare provider networks • Dedicated mobile and web applications • Using a bank card powered by the insurer for advance payments • Accepting subsequent billing when using out-of-network providers

How can you use social media?

• Social media will not produce an explosion of sales • But if you post consistently, and the posts are quality, they will bring you customers • You will find something gratifying: the completion rate of requests on social networks is almost 100% • The explanation comes from the fact that those who contact you as a result of your posts trust you and appreciate you as a professional

What to avoid posting on social media?

• Vulgar messages and images • Messages written incorrectly grammatically • Băscalie • Pictures from family life

What types of messages can you post on social media?

• Interesting things • Educational messages • Beautiful things • Quality humor

What can you post on social media?

• Something to represent you • Which outline your personality • To convince someone who doesn't know you yet to want to know you

How can you use public meetings?

• Meetings are great opportunities to make yourself known and get new names • Various exhibitions, conferences, symposia, congresses, seminars, job fairs, etc. are organized in the cities • The organizers are the Association of Business People, the Chamber of Commerce, the College of Doctors, the Union of Architects, ANEVAR, the Union of Public Notaries, the town hall, universities, various youth associations, various NGOs and many others • Try to join as many professional and business organizations as possible and follow the calendar of activities • Try to give and especially get as many business cards, leaflets, brochures, presentation folders and any other materials from which you can get information. • Try, especially in the case of professional meetings (e.g. doctors, architects, notaries, accountants) or businessmen, to make a short thematic presentation • For example, if you attend a meeting of business people, you can make a presentation on the topic "Why insure your business?" • The actual presentation can be made on slides and should not last more than 5...10 minutes • At the end you can organize a question session, which also must be within a maximum of 10 minutes • You can also use a personal presentation roll-up, which you can place next to you, in front of the audience • BrainO can help you prepare short thematic presentations • Keep in mind a major advantage of this way of prospecting: there are no constraints given by the GDPR!

What are the steps to obtain a database from a specialized site (example: termene.ro)?

• You choose the localities • Select the companies in operation • Select the companies that have contact details (phone / website) • Segment the database (CAEN) • Download the database • You copy the information into your database (for example a CRM or Inteligenda) • Segment the database (CAEN), as follows: • You choose the field of activity you want to tackle • Find out the corresponding CAEN code on Google • Filter the database by CAEN code • Download the database

How can you use databases?

• There are sites where you can get complex databases, with commercial companies in your area • There are free databases and fee-based databases • In addition to the fact that you instantly get all the information you need about commercial companies, using databases also has an important advantage: there are no restrictions imposed by the GDPR!

How can you use specialized sites?

• Determine a field you want to focus on - for example "PSI equipment distributor", "installations" or "general trade" • Search the Internet for the field of activity you have chosen • Corroborate the information obtained (company + administrator + telephone) • Write the information in your personal database (for example CRM or Inteligenda) • Sounds! • Important: because you obtained the information from a website, you can call the contact without being exposed to the restrictions imposed by the GDPR • Attention: in the initial approach to the client, refer exclusively to business insurance

How to behave to increase your reputation?

• Speak civilly • Dress decently • Be respectful • Listen • Keep your promises • Constantly analyze yourself and try to be a little better tomorrow than today

What actions can you take to increase your reputation?

• Learn the role and mechanics of insurance so you can master it • Learn sales techniques so you can approach any customer • Work in an organized way so that you can use your time as efficiently as possible • Serve customers so they feel compelled to recommend you • Build a network of specialists to consult with and to quickly issue your offers and policies (eg product managers, possibly risk inspectors) • Attend meetings • Build an interesting social media profile • Learn to use digitization: databases, applications, online search, BrainO

How can you increase your reputation?

• Everything you do, good or bad, affects your reputation • Building reputation is an ongoing process, which you can influence through the actions you take and the way you behave

How can the number of customers increase?

• The number of customers can increase in two ways: • Customers are looking for you • You look for the customers • The two methods influence each other: the more customers you find, the more customers will look for you

Why would customers seek you out?

• Customers look for you because of your reputation • This is the ideal of every intermediary: to be sought by so many customers that he earns well enough and does not have to prospect • If you observe the middlemen who earn a lot of money, you will find that most of their time is spent talking to clients and issuing policies, and not looking for clients • Some of these intermediaries hire a personal assistant to take care of routine work such as issuing compulsory and popular policies and collecting installments

How can you search for customers?

• Searching for customers is a laborious process and should be constant • The period we are going through offers both advantages and disadvantages • Advantages: communication is greatly facilitated by the level of development of communications, the Internet is an inexhaustible source of information • Disadvantages: GDPR regulations impose restrictions on access to natural persons • Knowing these things you can build an effective personal prospecting strategy

How do you deal with the "I don't need it" objection?

• A: I don't need it • You, today, have alternatives. My role is to help you have alternatives even after a possible tragedy. (propose the meeting) • A: I don't need it • Now you are leading a good life, because you have a comfortable home, a salary and you are probably healthy. Or exactly these are the topics we will address. (propose the meeting) • A: I have insurance • Is OK. I expected you to have insurance. Many of my clients had insurance when we met, but found they were underinsured. In this case our discussion will be shorter and you will only gain from it. (propose the meeting) • A: I have an agent • Is OK. If we deduce that you have enough insurance, you will congratulate him. And if not, I will propose solutions that he did not propose. (propose the meeting) • R: What the Lord will give, with good and bad... • That's right... God gives us everything, both good and bad, as you say... And then it means that God also sent me to you today (proposes the meeting)

How do you deal with objections that never stop...?

• A: No... No... No... • Considering you are so vehemently opposed, education tells me to give up, but experience tells me to continue. How do we proceed? • A: Leave it, you don't care about me... you care about your commission • Frankly, I, with or without a policy, am neither richer nor poorer... but your family, without the right policy, can become very, very, very poor... (propose meeting) • A: I said NO! • Is OK. I will give up, at least for now. Please tell me, do I have your consent to come back with a phone in 3 months? • Once a month I send clients interesting information in the field of risk. Would you like to receive them too? If you like them, you can also send them to your friends. If not, you can unsubscribe • A customer lost today is not necessarily a customer lost forever • The customer who refused you today may have an accident tomorrow... his neighbor may flood... he may find out about a colleague who has contracted leukemia... he may be hit by a driver without RCA... he may find out on TV about a calamity, about people suffering... there may be a fire near the home... etc. • Any information about a risk will be associated in the customer's mind with who you are and what you said on the phone • What did you say to him on the phone? • That risks can occur at any time and it would be good to insure • On your next call he will accept the appointment • Or he will call you himself, earlier • An insurance intermediary must be present in the life of every family • Must have a discreet but constant presence • Because risks are also present throughout life

How do you handle objections to the telephone approach?

• Your call may drop at an inopportune time • Developing the ability to resolve telephone objections is vital; if this link is weak, the entire sales chain breaks • "You don't make spring with a flower", and you don't make a portfolio with a phone... • The development of the ability to solve telephone objections is strongly influenced by the volume of approaches; only hundreds of approaches will make you master this activity • BrainO is a good trainer, but he can't play for you • The telephone conversation is a stage prone to objections; why? • Romanians disregard insurance • The customer does not know you

How do you resolve the "I don't trust" objection?

• A: I don't trust insurance • I understand you. It was the same in my case. Now, after helping dozens of families, I know what it means to have enough insurance. (propose the meeting) • A: I don't trust insurance • You see... after an earthquake there will be two categories of people: some who will receive money for a new home and others who will wonder who and why they didn't trust. Millions of people around the world trust us. Why wouldn't you have? (propose the meeting) • A: I had insurance and... I wasn't satisfied... • I understand you. There is no forest without dry areas. It just means that you have to be careful in whose hands you leave your family's financial security. (propose the meeting) • A: I heard that someone suffered... did not receive... was dissatisfied... • I understand you. The person you heard this from may or may not be right. But in any case he will not pay you tens of thousands of Euros in case of damage. Only an insurer will. (propose the meeting)

In which situations is it good to prepare your visit to the client?

• Always, in the case of legal person clients, and sometimes, in the case of natural person clients

In which situation is it good to prepare your visit to a natural person client?

• Most of the families you will talk to fit into a standard profile: they have a home, their spouses have salaries, they have one or two children, they have a car • Which means that the insurance needs of a middle class family are quite similar • Such a family needs home insurance, life insurance, RCA, possibly casco, and may want to save for the long term • Therefore, discussions with a family member are quite predictable, especially after you have a few hundred sales discussions under your belt • However, there are also situations where individual clients require a specific, more nuanced approach • It is usually the case of employees who have high salaries: corporatists and certain categories of budget workers • On the one hand, these people have more complex insurance needs, because they usually own more properties, more cars, spend a lot of time abroad, may be inclined to save or invest for the long term • On the other hand, it is possible that they already have one or more insurance policies, either because they have taken out loans, or because they have been in the sights of other intermediaries, or because they understand the need for insurance protection • These customers are usually demanding and have high expectations from insurance intermediaries • They won't buy policies from just anyone, but the effort to sell them enough insurance will pay off handsomely in the long run • They are what we can call "golden customers"

Why is it good to prepare your visit?

• To increase the chances of selling policies • Preparing for the visit: • You will make a good impression and thus gain the client's trust more easily • You will know what to say to the client in order to arouse his interest • You will more easily detect the "hooks" that the client will offer you • You will anticipate some specific objections and prepare your answers

What will the long script contain?

• Prioritizing insurance needs • Awareness of insurance needs • The long scenario will contain the multi-risk analysis of the business, namely: • Obtaining information for bidding

Why is it good to know the field of activity in advance?

• Because you can anticipate what are the major risks that can affect the business • You can think about what type of insurance you will be able to propose and what "hooks" you will use • You can consult with specialists from the technical departments of insurers, to know how to solve the problem - what are the possible coverages, what are the limitations, exclusions, what are the underwriting conditions, what information is needed for the offer • You can prepare examples (for example a case study of damages from his field of activity) to capture the client's interest

Why is it good to have some "hooks" in advance?

• "Hooks" are nothing more than potential business insurance needs • By anticipating these insurance needs, you will be able to create a scenario for approaching the client so that, on the one hand, you capture his interest and make a good impression, and on the other hand, you are efficient and do not get lost in sterile discussions

What will the short script contain?

• Finding out the insurance needs that the client is already aware of • Obtaining information for bidding

How do you prepare your visit to a natural person client?

• If the person has been recommended to you, find out as much information as possible about their family situation, about their properties and possible purchase plans, about their income level, about their hobbies and about how they spend their holidays • Regardless of how you obtained the contact data, try to find out from social networks everything that could be useful to you, so which could represent "hooks" for the sale of insurance: • If they post pictures of the villa they live in, the "hook" can be the comfortable life of the family • If they post pictures of an expensive car, the "hook" can be comfort or social status • If they post pictures from exotic destinations, the "hook" can be the quality of treatment in case of an accident abroad • If they post pictures of children, the "hook" can be the children's education

Why is it good to know the size of the business in advance?

• Because you can anticipate whether the solution will be an SME policy or a corporate policy and therefore you will know what questionnaires to take with you and whether the risk inspection is mandatory or optional

How do you prepare your "hooks" for the short version?

• A "hook" with which to quickly capture the interest of a businessperson in a hurry must contain a certainty about the business in question, therefore an information of interest, which can lead to a need for insurance • Examples: • "I know that during this period your insurance expires [...]" • "I found out that you plan to expand your business" • "I read on the net about the accident that took place [...]" • "I know that your clients / partners / associates require you to take out an insurance of [...]" • The information recorded in CRM or Inteligenda, obtained in prospecting stages

What mistakes to avoid in the awareness stage?

• The need awareness stage is critical, especially with new customers • Being, often, the first discussion with the client, he is curious, if not suspicious, regarding the intermediary • The client tries to read you and realize, first of all, if you are a serious and reliable person • Mistakes made at this stage have a high price: the future of the customer relationship • If he assumes that you are not a trustworthy person, he will not buy from you; that is, he will not give you his money • Examples of common mistakes: • If the first conversation with the client is also the last, without having managed to sell him a policy, you have probably committed - and you - at least one of the above mistakes...

How can you introduce yourself?

• Choose from the phrases below the ones that represent you and by combining them build an impactful personal presentation: • I have been working in insurance for... years and specialize in family and business insurance • Clients appreciate me because I help them be and feel safe • They know that thanks to me and the company I represent, they are well protected against risks • I'm one of the best consultants in the firm (only say this if it's true and you feel comfortable saying it)

Why is it good to introduce the purpose of the discussion?

• Customers usually expect an insurance broker to start raving about their products - which are obviously the best - and their prices - which are obviously the lowest • To refuse him, for various reasons... • If you state the purpose of the discussion, you will surprise the client and at least he will become more curious to listen to you • Which means a step forward

Why is it good to present your work strategy?

• Customers are not used to being asked questions, especially uncomfortable or thought-provoking questions • They are used to being presented with products: "We have...", "It's the best...", "It's the cheapest..." etc. • But making a client aware of the risks is done by asking questions that may create temporary discomfort; nobody enjoys discussing troubles • But ignoring risks does not mean eliminating them • That is why it will be easier for you if you familiarize the client with the fact that you will ask him questions

What are the advantages of using the "three-legged table" method?

• Using this technique helps the client to be aware of most, or sometimes even all, of the risks they are exposed to, and not just the ones they suspect, such as crashing your car or being flooded by your neighbor • The client understands the risks to which he and his family are exposed, and subsequently chooses the one that worries him the most; it may be a risk he never even thought about until he talked to you • "360°" awareness of the risks to which the client is exposed allows the intermediary to sell optional, complex insurances, therefore insurances with high added value

Why is it good to do a personal introduction?

• Self-presentation is not about saying your name, but about stating, with certainty and self-confidence, who you are as a professional • Asserting, from the beginning of the conversation, your status will place you on the same level of power as the interlocutor, even if you are talking to a rich, influential and full of himself businessman • Your interlocutor will understand from the start: in his field he is the specialist, but in the field of insurance you are the specialist • Otherwise you risk feeling small and humble in front of a client with a strong personality

How can you present your work strategy?

• In order to be able to recommend the right solutions, I need to understand your family's situation as well as possible • That's why I'm going to ask you some special questions that I ask all my clients • You can draw a parallel with a medical consultation; and the doctor, before prescribing your treatment, asks you about your health status • I will do the same, only we will discuss the financial security of your family • Please ask me whatever you feel the need and whenever you feel the need • Is OK?

What are "hooks"?

• "Hooks" are keywords from which you can deduce what the customer is concerned about • "Hooks", uttered unconsciously, often express whatever is really important to the client • If you tie these "hooks" to the idea of ​​risk, the client will be much more willing to protect himself with insurance • Your mastery will be to detect and take the "hook" and get close to a risk that worries the client

Why is it necessary to ask awareness questions?

• An insurance, of any kind, produces its effects only when a risk has occurred • For the client to imagine the consequences of producing that risk, and especially to imagine how he will feel then, awareness questions are needed • The role of awareness questions is to make the client feel what he will feel in reality when a risk occurred: when his house burned down, when he got cancer, when he hit a pedestrian, etc. • And how will he feel when he looks into the eyes of his loved ones, after the misfortune happened... • If he understands what is waiting for him, the client will understand that he needs to make sure • Having enough insurance is good for the whole family

What stages does the customer go through in the awareness process?

• First stage - "I ignore the risk because I am sure that nothing can happen to me" • The second stage - "The risk exists, but I don't think I will suffer something myself" • The third stage - "The risk exists, but if it occurs, then I find a solution on the spot" • Fourth stage - "I am concerned about this risk and need to protect myself" • Most Romanians are in the first stage • Your role is to "push" the client to the fourth stage • This pathway is called awareness of insurance needs • Attention! • Protection needs exist, they are objective, regardless of the client's perception • Why? • Here is an example: • Everyone needs a home, right? • Yes • Is there a risk that the home will be destroyed? • Yes • If the home is destroyed, will the client and his family need a new home as soon as possible? • Yes • Other than insurance, where can you get a large amount quickly? • Out of nowhere • So does the client and his family need home insurance? • Yes

Why is awareness of protection needs needed?

• Awareness of protection needs is needed because Romanians are not used to taking care of themselves • If his home is destroyed, the Romanian expects the "state" to offer him another... • In order to have a decent pension, the Romanian expects the "state" to offer it, without asking other questions, for example where the money comes from... • And to escape from any trouble, the Romanian knocks on wood or says "God forbid" and considers himself protected • The Romanian is not aware that risk is a certainty in our lives

What are the stages of the "three-legged table" method?

• Each of the stages has an important role • Whichever step you skip, it will be harder for you to reach your goal

How can you present the purpose of the discussion?

• The purpose of our discussion is to help you understand the risks you and your family (and possibly your business) are exposed to, so that you can make the best decision for your family's safety • The optimal decision means that whatever risk occurs, your family is protected • Will the life of the family after the occurrence of the risk be the same as the life now...? • Some clients follow my advice, and others postpone or refuse, and then take unnecessary risks • No one ever suffered because they had "too much" insurance, but many have suffered because they lacked the right insurance

What rules are important in the awareness stage?

• Listen carefully to what the client says or answers; that's the only way you'll understand it • Look for "hooks" and fructify them; they will help guide the discussion to completion • Look at the interlocutor; you will also notice what he thinks but avoids saying • Speaks in the client's understanding; you are not there to impress him, nor to upset him, but to convince him to buy insurance • Use pauses to emphasize important ideas • Write down important ideas; otherwise you will forget them

What does "benefit" mean in insurance?

• When you buy a product or service that you want, the benefit is joy...pleasure...well-being...delight...delight...comfort...luxury... the pride... • But when you buy insurance, what is the benefit? • You keep the insurance policy in a drawer or in a folder on your laptop... • You don't enjoy it, you don't admire it, you don't use it, nobody sees it, you can't brag about it... • And this can take years on end… • So why do you buy it? • An insurance takes a burden off your shoulders • When you bought an insurance policy you breathe a sigh of relief • The benefit of insurance is the feeling of security • You have not added something to your life, but you know that you will not lose something from your life • In order for the client to feel this relief by buying the policy, he must first be aware of the fear of losing something he cares about • That is why awareness of risk and insurance needs must precede the presentation of benefits • By being aware of the risks you generate discomfort, by selling the policy you eliminate the discomfort

What are the advantages of submitting insurance solutions online?

• The main advantage of online communication is the saving of time; sending a message takes a maximum of 1-2 minutes • The second advantage is the possibility of rereading the message • Last but not least, reducing the number of omissions and errors, by using communication templates

How do you list death insurance?

• No one can replace either the spouse or the parent • Unfortunately, the disappearance from family life brings with it another trouble - the disappearance of income • No one cares what happens to their loved ones • Every adult who loves his family makes sure that they are well, even in good times, but also in case of... • You think and feel the same way • That's why you want to buy a death insurance, by which you leave the family the sum of... lei • In this way, in case of premature death, your wife will receive, immediately, in advance, the equivalent of your salaries for... years • Make this gesture knowing that you, personally, will never benefit from this policy • But it will mean invaluable help and brighten the days of loved ones, if a tragedy occurs

How do you communicate insurance solutions to the client?

• We are in the 21st century, in the midst of the era of digitization • You can take advantage of digitization to deliver insurance solutions online • Or you can choose the usual method of presenting solutions to clients in a face-to-face discussion • Each method has both advantages and disadvantages

How do you present the unit linked policy?

• If you are willing to take a risk, you can invest some of your savings in the unit linked policy • The insurer will invest your money in the funds you choose - riskier or less risky - and at the maturity of the policy you will receive the amount resulting from the investments • You can reduce the investment risk through a long investment duration of over 20 years • You will also be able to invest any additional savings that occur during the contract • I recommend making additional payments when fund units are cheap

How do you present additional life insurance clauses?

• Additional clauses can compensate for the drop in family income if you die prematurely • Additional clauses give you money for treatment and protect your savings • Next you use the "domino principle" to explain the benefits of the exemption clause from paying premiums in case of disability • From what source will you pay the premiums? • Do you work for a salary, or do you receive it as a gift? • In order to work, the first condition is to be able to work, agree? • If there were an accident that would make you unable to work, the salary would disappear, but so would the insurance, wouldn't it? • If the insurance continued, unchanged, being paid by the insurer, what would you say?

What rules are important when presenting solutions?

• Insists on covering major risks (death, disability, serious illness, home destruction, business destruction, damage to third parties), as the case may be • If the client is concerned about certain risks, major or minor, mention them; it is what "hurts" him and pushes him to insure himself • Speak clearly, briefly and to the point • After each important topic check what the client understood • From time to time ask for confirmations from the client • Pay attention to buying signals and if you notice them, propose to complete the sale! • Dribbling is important, but the goal is to score goals!

How do you introduce mixed life insurance starting to save?

• At the maturity of the policy you will receive the guaranteed amount, plus an additional gain, money that you will use with your children and grandchildren • If you disappear prematurely from family life, your loved ones will immediately receive the same amount • It is important to remember that whatever happens to you, the same amount of money goes into the family

How do you present your home insurance?

• This policy allows you to buy a new home, with comparable parameters and the same level of comfort, if the current one is destroyed • It also gives you money to repair or replace damaged or stolen goods • Moreover, any damage caused to your neighbors – for example, if you flood them – will be paid by the insurer, instead of you

What are the stages of the oral presentation of insurance solutions?

• In order to understand why he needs a certain insurance, the customer must first remind himself that... he has a certain need • Therefore, before presenting the solution you propose to him, it is good to recapitulate the insurance needs of the client and his family

How do you present the savings plan for the child?

• The child will receive the amount of... lei at maturity, no matter what happens to you: • May you be with him, and celebrate together • Whether a misfortune took you away from your family • In this tragic situation, your wife will receive, immediately, once again, the same amount that the child will receive at maturity (if the insured's death clause was attached)

How do you introduce joint life insurance starting with protection?

• Throughout the duration of the policy, starting from the first day, your life is insured; if you die prematurely, your loved ones will immediately receive, in advance, your salaries for... years • If you will be with your loved ones when the policy matures, receive the sum assured and enjoy with them • It is important to remember that whatever happens to you, the same amount of money goes into the family

How do you present business insurance?

• The SME policy ensures the reduction of losses in the event of a risk, by compensating for damage to the building or its contents: stocks, machinery, etc. • The business interruption clause provides you with the financial support for restarting the business, by covering fixed costs, including additional ones, as well as partially unrealized profit • The policy also covers any damage caused to third parties – bodily injury or material damage, thus protecting the company's reserves and assets

What are the advantages of verbal presentation of insurance solutions?

• Visual contact, so the possibility of influencing the client through non-verbal language (mimicry and gestures) and para-verbal language (voice) • Ability to respond on the spot to the client's questions and objections • The possibility to "read" the client

How do you deal with the "Not now" objection?

• This objection actually sounds something like this: "I'm sure there won't be an earthquake tomorrow, I'm sure there won't be a fire, I'm sure I won't make any mistakes, etc." • Earthquake, fire, mistake will be possible only the day after tomorrow... ... ... • Absurd, isn't it? • The risk is unpredictable; it can happen today, tomorrow, in 11 years or maybe never • But if it occurs, the consequences can be serious; very serious • A client who makes this statement needs to be "shaken" a little, in the sense of reminding him that the risk is a certainty; it cannot be undone, no matter how foresight you are

How do you deal with the "I don't need it" objection?

• Is it a real objection? • Obviously not • Do you need a house to live in? • Do you need income? • Do you need a car to get around? • Do you need a source from which to cover unexpected payment obligations? • Is risk a certainty in the life of each of us? • Could producing a risk result in the destruction of the home, loss of income, destruction of the car, the appearance of payment obligations? • The answer to each of these questions is "Yes" • And then it is obvious that every man needs insurance • Not one policy, but several, which would provide him and his family with enough insurance • So the objection "I don't need insurance" is a false objection • It usually masks the objection of distrust

How do you solve the "I don't have money" objection?

• Is it a real objection? • Yes (1%) and no (99%) • There may be temporary, transient situations in which the family has few financial resources: for example in the days preceding the salary or in case of illness of a family member • Most of the time, however, it is a false objection, which actually masks distrust

How do you find out the real objection by "ask and find out"?

• Ask • You ask the client to say what is on his mind • Here are some examples of clarification questions: • Is it just me or is something bothering you? • I sense that you have a grievance; this is true? • I'd like to move on, but I can tell you have something on your mind...what is it about? • Your look tells me that something is wrong; I'm here to help you, so... I'm listening • My flair says that something is bothering you and I can only help you if you are honest and tell me what is bothering you

The client turned you down and nothing really happened to him; so was he right to refuse you?

• It is a very common situation • The client refuses, months pass, nothing happens to him, and he concludes that he is invulnerable and therefore does not need insurance • Is this conclusion logical? • Not • The only logical conclusion is that he was lucky in the past • Are you right that he doesn't need insurance? • Not • Are you abandoning him? • Not • You persist, because... risk is a certainty in our lives • The risk is unpredictable, so it can occur at any time • And it is vital that at that time the family has the right insurance • BrainO offers you various methods and scenarios for customer awareness ("warming up"), including online

What is an objection?

• An objection is a way of expressing dissatisfaction or concern • Some customers, when they have a doubt, ask • Others, when they have a concern, prefer to object, so as not to appear ignorant... • If there were no objections, agents would probably sell many more policies…. • ... but the commissions would be much lower • From the client's perspective, the objection is an indirect way of saying: "Convince me!"

If the insurer leaves the country?

• If an insurer leaves the country - as has happened in a few cases - it sells its portfolio to another insurer • The new owner of the company keeps the terms of the insurance contracts in force

How do you recognize an objection?

• An objection can be transmitted directly, i.e. verbally, or indirectly, i.e. through tone or non-verbal language, i.e. through facial expressions or gestures • To ensure that you resolve the real objection, you need to get the customer to say what's wrong with them, not just imply that they have a grievance

How do you find out the real objection by the "shut up and find out" method?

• The client nods implicitly; it is clear that something is bothering him • What the? • Shut up and wait • If you're patient, it's possible that at some point the customer will say something like: • "Who the hell can you trust anymore? Can't you see I'm going bankrupt one after another?" • "Why should I pay money for insurance? This block is a dump, it didn't even have a damn earthquake"

How do you deal with customers who resent your insistence?

• Sometimes clients react badly to the intermediary's insistence • Why? • Because Romanians are not used to taking care of themselves and perceive your good intentions as something contrary to their personal interests • In this context, how much should you insist? • As in everything, you have to find a balance: • If you insist too little or not at all, the client will be underinsured and you will lose out on commission - in that order! • If you insist too much, the customer will get angry and break the relationship with you • So? • Insist long enough that the customer understands they are underinsured, but not so long that they stop answering your phone

How do you resolve the "I don't trust" objection?

• Is it a real objection? • Surely • It is one of the most frequent objections • Can be caused by problems in the insurance market (bankruptcies, late payments, etc.), negative personal experiences or rumors • The resolution of this objection can be done by offering some arguments, which the client cannot deny

How do I know that the company will still exist in 20...30 years?

• You have no way of knowing • And no one has any way of knowing • Have you heard of Aviva, Axa, Eureko...? • These insurers were active in Romania, after which they withdrew • Today, the policies concluded with these insurers are administered by other insurers, by keeping the conditions of the insurance contract • An insurer exiting a market does so by selling its portfolio • The insurance conditions do not change by changing the insurer • So you have nothing to worry about

How do customers express their dissatisfaction?

• Verbal: They make negative statements or ask mean questions • Paraverbal: phrases are spoken in an ironic or aggressive tone; or, on the contrary, the client is silent • Nonverbal: I make gestures with my hand or shake my head in disbelief, look askance or sneer implicitly, with the meaning "Let me know..."

What if the insurer goes bankrupt?

• How many insurers have you heard of going bankrupt? • If you mean Astra, Carpatica, Euroins and City, these companies had a common denominator: they practiced dumping prices in RCA • And three of them had Romanian shareholders • To reduce this risk, choose a strong insurer • Some of the strongest and most experienced insurers in Europe operate in Romania

When does the sale need to be completed?

• When the customer is about to buy, but hesitates to say so • How do you know that the customer is about to buy? • The customer is one step closer to completing the sale when they send buy signals, ie… • ... ask specific questions about the policy - what coverages it contains, how to pay, how to proceed in case of damage, how to proceed with renewal, etc. • ... browse the insurance offer and conditions and ask for explanations • So it's time to "push" the sale

How do you respond to the objection "I don't have money for joint life insurance"?

• I understand that you have other priorities • How do you usually go about it, spend and then save if there is anything left, or do you save regularly? • Because another indirect advantage of saving through life insurance is discipline • Once you start saving, the insurer periodically reminds you to put money aside • And the final benefit is the family

How do you answer the objection "I don't need joint life insurance"?

• Do you usually put money aside? • This special product ensures the payment of a certain amount, at a certain time; it can be a beautiful moment or it can be the worst moment in your family's life • There is no other financial product that offers this double benefit: whatever happens to you, good or bad, the same amount of money enters the family • With the other insurances, if there were no damages, the money is lost

How do you present the benefits of mixed life insurance?

• At the maturity of the policy you receive the sum assured plus an additional profit • Throughout the duration of the contract, the family is protected, in the sense that they will receive the sum insured in case of premature death • Basically, whatever happens to you – good or bad – the same amount of money enters the family • Or, to put it another way, whatever happens, the money paid is not lost • And the family will use them exactly when they need them the most

How do you respond to the objection "I'm looking for you to buy mixed life insurance"?

• Not bad either • From the point of view of saving • But delaying presents a risk; a very big risk • Do you know what I mean? • It is about the risk of having an accident, and at that moment not having insurance • Savings can start a little later as protection should start today • Tomorrow may be too late…

How do you get the information to bid on joint life insurance?

• As for duration, I recommend a period as long as possible, of 25...30 years, because in this way the total amount received at maturity increases • Regarding the insurance premium, we recommend the range of 5...8% of the income, in order to be able to carry the policy to the end

How do you answer the question "How much does joint life insurance cost?"

• We recommend a percentage of 5...8% of income • As it is an insurance with savings, basically, at the end of the contract you get your money back, after you have been insured from the first to the last day • Does your income exceed... lei per month? (make a generous estimate because people tend to say they have less income than they really do)

How do you capture interest in the child savings plan?

• You have a small child and therefore I really want to present you with something very special • There are some very interesting products, even unique, if we think about the benefits • It is a "2 in 1" type product, • Specifically, it is a savings plan for your child • Do you want me to tell you more about this exceptional product?

How do you present the benefits of the child savings plan?

• At the maturity of the policy, your child will receive the sum assured plus an additional profit • You know better than anyone that raising and educating your child means money • Money that now mostly comes from your take home paycheck every month, is that true? • Throughout the duration of the contract, the child's growth and education, which are so important, are financially protected by the insurer • How? • If you disappear prematurely from the family life, the wife will receive in a few days the same amount of money that the child will receive when the policy matures • This policy is extraordinary in that it insures both the present and the future of your child

How do you respond to the objection "I don't need a savings plan for the child"?

• Do you usually put money aside for your child? • This special product ensures that your son / daughter will receive a certain amount, at the age of 18, or at the latest at the age of 25, as you decide • There is no other financial product that offers this double benefit: whatever happens to you, good or bad, the child receives the same amount of money at maturity • If the worst has happened to you, disability or death, the "third parent" - the insurer - comes into play, saving for you • What do you think, will your son / daughter need money at the threshold of adulthood?

How do you respond to the objection "I don't have money for a savings plan for the child"?

• I understand that in the short term you have other priorities • But in the long run, the child's future is the number 1 priority, is that true? • How do you usually go about it, spend and then save if there is anything left, or do you save regularly? • Because another indirect advantage of saving through this policy for the child is discipline • Once you start saving, the insurer periodically reminds you to put money aside for your child • The final benefit is your son / daughter's

How do you respond to the objection "I'm not buying the child savings plan now"?

• You see... you can say "I'm not saving for today, but for next month" • But you can't say "I won't have an accident tomorrow, but only in 3 months" • If you like the idea of ​​raising money to make your child's dreams come true, you could sign the contract with that thought in mind • Gradually, you will integrate the installments into the family budget and the money will accumulate unnoticed

How do you respond to the objection "I'm looking for you to buy a savings plan for the child"?

• Not bad either • From the point of view of saving • But delaying presents a great risk, for the future of your son / daughter • This is the risk of having an accident, and at that moment not having started the savings plan yet • If misfortune occurs when the savings plan is in place, the parent is gone from the child's life, but the savings continue • Who is still saving? • "The third parent": the insurer • Tomorrow may be too late…

How do you answer the question "How much does the child savings plan cost?"

• We recommend a percentage of 5...8% of income • Since it is a savings plan, basically, at the end of the contract, the money returns to the family, only your son / daughter collects it • Does your income exceed... lei per month? (make a generous estimate because people tend to say they have less income than they really do)

How do you get the information to offer the child savings plan?

• As for duration, I recommend until the child is 18 years old, or at most until the age of 25 • The longer the capitalization period, the more money will be raised at the end • Regarding the insurance premium, we recommend the range of 5...8% of the income, in order to be able to carry the policy to the end

How do you capture interest in business insurance?

• I know you have a business...and I'd like to ask you something • For what purpose did you start the business? • Any business, small or large, has a clear goal: profit • You definitely do everything you can to make the business run as smoothly as possible • Are the business and the profit from the business insured? • Concretely, today, do you have complex insurance for your business? • Let me show you how you can insure your business against insurable risks that could destroy your business!

How do you present the benefits of insurance to your business?

• Comprehensive business insurance offers you three benefits: • Repair or replacement of damaged or destroyed goods • Coverage of damages caused to third parties, for which your company is responsible • Recovery of unrealized profit • For example in case of fire: • We pay for repairs • We pay for damage caused to neighboring buildings or third parties affected • We pay the fixed costs of restarting the business • We pay the profit correlated with the achieved turnover • You wouldn't have expected that insurance could do so much for you, would you?

How do you answer the objection "I don't need business insurance"?

• Are you saying you don't need profit? • With the collapse of the business, in addition to profit, several other things disappear: • Credibility in front of business partners • Creditworthiness in investors' calculations • Employees, who go elsewhere • Customers, who choose other suppliers • Reputation, which you have built up over years, and which disappears in minutes • Your image as a successful person • You don't need, you really need insurance, is that true?

How do you respond to the objection "I don't have money to buy business insurance"?

• I think you mean that you are a thoughtful manager and don't waste the company's money • This is exactly what I propose: make a small, predictable expense to prevent a huge, unpredictable expense that can put the business on the rocks • Paying the insurance will not impact the business in any way • But the lack of insurance can have the effect of ruining the business

How do you respond to the objection "I'm not buying business insurance now"?

• Do you agree that the risk exists? • And that it is unpredictable? • Imagine that it remains "No" • And that something is happening • How will you justify this "No" in front of associates, partners, clients, investors, employees, wife, children? • Last but not least, how will you look in the mirror the day after...?

How do you respond to the objection "I'm looking for you to buy business insurance"?

• So you call me the day before the explosion...? • Or earthquake...? • Then you will call 112 • You have a reputation as a manager who makes good decisions • Do you agree that securing your business and profits is the best decision you can make today? • A ruin brings no profit...

How do you get the information to quote your business insurance?

• I need information about key elements of the business, such as: • Building and stocks • Machinery and equipment • Neighbors and flow of people, both in the company and in the vicinity • That is, about those elements that, if affected, can lead to the decrease of the business or even its disappearance • I have a questionnaire here that we need to fill out

How should you work if you are a part-time beginner?

• If you carry out another activity, but the schedule is not rigid, so you have "windows" often enough, you can combine the two activities • But if you also have a job that requires a fixed schedule, from the hour... to the hour..., then things get complicated • What are the new premises in this case? • First of all, your financial goal is a few years away; you need to set realistic expectations so you don't get disappointed • Secondly, the possibility of having sales meetings is significantly reduced; realistically speaking, how many meetings can you have in the evening, after 6pm...?

How do you plan your activity if you can only work in the evening?

• If you can deal with insurance only in the evening, then it means that: • You can only call prospects in the evening • You can only have meetings in the evening • You can do all the rest of the sales actions (bidding, issuing) only in the evening • You can only study in the evening • Meeting with the client must always be a priority; even if you have something else planned for tonight, if a client has accepted you in the meantime, you will go to the meeting and countermand the other activities • You must prepare a specific telephone approach; it can be like this: • "I could visit you tomorrow afternoon, after 6pm to be precise... Is that okay? Where can I find you at that time, are you still at work or can we meet at your home? What time is convenient for you? Please book 20...30 minutes for discussion. Can you give me the address please?" • You will also benefit from specializing in online communication; online you can communicate anytime and from anywhere • BrainO provides you with online communication templates for all stages of the sales process

How do you plan your activity if you can also work during the day?

• Take advantage of the "windows" you have at work to...: • You call prospects • Elaborate offers • Issue policies • Learn • Be careful when meeting with clients; tuck them in between tasks at work or put them on in the evening • It is mandatory to call customers with the agenda in front of you, to see when you have the "windows" • In the telephone approach, when you propose the meeting, you can say like this: • "I have a window today between 10 and 11; is that okay with you?" • If the answer is "No", then be prepared to continue: • "Then I could tomorrow at 2pm; is that all right?" • It will help you a lot to specialize in online communication; online you can communicate anytime and from anywhere • BrainO provides you with online communication templates for all stages of the sales process

Why do people buy insurance?

• Why do people buy insurance? • What does financial security mean? • What risks can affect a family's financial security? • What does it mean for a family to have enough insurance?

What sales actions should you take at the beginning of your career?

• Complete and use the database with prospects and customers • You call prospects • Have customer awareness talks • Develop insurance solutions • Communicate insurance solutions • Explain insurance solutions • Resolve objections • You complete the sale