The information and tools described herein are provided for information purposes only. This material is meant to illustrate some of the best practices that may make building your business more effective. The use of any materials or tools is strictly voluntary and is not required by the Genworth companies. The information provided is for your own practice management purposes.This material is intended for informational purposes only and is subject to change without prior notice.
ResourcesRetail Lead Portal: www.genworth.com/leadorder
Salesforce.com: www.genworth.com/ltccareeragent
Retail University: www.genworth.com/pro > Retail > Retail University
For questions about the Retail Lead Program, e-mail [email protected]
Types of LeadsDefinition of a Lead: Sales leads are not clients but rather intro-ductions to potential clients. A sales lead is a consumer who has expressed interest in long term care insurance, whether by inquiring directly through Genworth's web site(s), through advertising, direct mailings, digital, and/or other marketing initiatives.
"A Leads": A new response from a consumer to one or more of Genworth's Marketing efforts.
Distributed in priority order and in round-robin fashion among similar priority levels. Agents are charged for leads only upon delivery.
"B Leads": A previously dispositioned lead that did not result in a sale.
Can be ordered at any time and, if available, will be delivered the following day. These leads can be ordered based on many different variables including radius from a zip code, time since last response and prospect age.
"Overflow Leads": Excess leads as a result of a better-than-expected response rate, digital inquires and/or cancelled agent orders. "A leads" become
"Overflow Leads" when all available standard A lead orders have been fulfilled.
"On Demand": These are unsold overflow A leads that are available for sale to all agents who are licensed in the respective state.
Lead SourcesDirect Mail: Prospect responds via direct mail
Web: Prospect requests additional information via the Internet
Call-In: Prospect calls phone number and a call center captures lead information over the phone and enters it into Salesforce.com
Partner Identifier Description
EDM Genworth branded direct mail leads ION Genworth web leads COL Genworth web leads LTCR LTCi leads branded for various affinities GNW Genworth branded web leads
Lead Source can be found in Salesforce.com under Lead Details > Lead Group.
Partner Identifier (See chart below)
To view the most recent Partner Identifiers, be sure to check Retail University.
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Ordering LeadsRetail Lead Portal: Leads are ordered quarterly approximately six weeks prior to the start of each quarter to allow for the planning and execution of the direct mail process (every February, May, August and November).
www.genworth.com/leadorder
Resetting Password: If you have forgotten or do not know your password:
• Go to www.genworth.com/ltccareeragent and select “forgot your password.”
• Enter in your Username (Your Genworth LTC email address)
• Select Submit
• Check your Genworthltc.com e-mail address for your new password
• Use the new password to follow LOGIN instructions.
Password guidelines: • They expire every 90 days
• Last 5 passwords cannot be repeated
• There is a minimum length of 8 characters and the password must contain alpha and numeric characters
For in-depth training, visit the Retail University:
Salesforce.comSalesforce.com is a third-party vendor "lead management system" utilized by Genworth and available to its agents: www.genworth.com/ltccareeragent
To retrieve leads, go to the "Leads" tab of the Salesforce.com home page.
After introducing yourself, consider probing deeper based on their response. One technique to consider is the "Question-probe-probe" technique. For example: “I’m sorry to hear that. What was the effect on the family?” and then, "Did anyone in the family miss work because they were helping out?"
5) Pre-qualifying and field underwriting
You might consider having a discussion with the prospect about his or her medical history, to try to determine if qualifying for an insurance policy is a viable possibility, and if so, which Underwriting Category might be appropriate to choose when quoting a premium.
You may refer to the Insurability Profile of the Application Part I for Long Term Care Insurance, where any “yes” answer suggests that submitting an application is not recommended. If all insurability questions are answered “no”, you could consider using the TrueView Underwriting Guide or the eValuate tool to help determine an appropriate Underwriting Category, for quoting purposes.
If it appears likely that the prospect will not qualify for long term care insurance, there are still some opportunities for you to help. You could pivot to an alternate product such as an annuity (which does not require medical underwriting), you could pivot to a remote sale and potentially underwrite the spouse, or you could make the appointment and treat it as a referral opportunity. Some of the best referral sources are those who are past the point of being able to qualify for insurance.
If asking for a referral, consider using this method:
• Make sure the value of your expertise is recognized
• Receive permission to brainstorm about some people they care about that you might be able to help
• Suggest any names of people they have mentioned (i.e. brother, neighbor) or groups they belong to (i.e. Kiwanis, hobby or interest groups)
Consider these tips when asking for an appointment: • When creating your script, keep in mind your goal (in-person meeting or remote sale)
• Focus on what is best for the prospect
• Offer the prospect choices for meeting times
• If offering a remote sale, explain what a virtual meeting is so the prospect understands
• Receive permission to connect with the prospect on LinkedIn or send them additional information via email
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7) Handling objections
An objection is often either simply a request for more information or a mask for a deeper hidden objection (e.g. They do not yet see you as someone who can help). You may want to determine which one of these it is, and to find out more about how your prospect feels. Try listening to the objection without combating it, and ask for more information.
Consider trying to put the prospect in the position of doing most of the talking. Sometimes just being non-combative and listening to the prospect can help you move past the objection.
Here is a list of common objections:
• I don’t have time
• I hear it is expensive
• What if I never need it
• I will wait until I need it before I buy it
• I will think about it
Lead Calling Techniques: Understand and address
Sample Response #1: "It’s interesting that you say that. Can you tell me more?"
Sample Response #2: "Oh really, how so?"
While the responses to each of these might be slightly different, consider trying to receive it and turn it back to the prospect to clarify.
For example,
“I hear it is expensive” could be responded to with, “It’s interesting that you say that. When you say expensive, could I ask what you are comparing it to?”
or
“I’ll think about it” could be responded to with, “I understand, it’s an important decision. Could you help me understand what aspect you are unsure about?”
In using this technique you may find that the prospect will be more open with you than if you had combatted the objection (”No, it’s really not all that expensive!”) and if they are masking a deeper objection, you might have a better chance at uncovering what it is.
The information and tools described herein are provided for information purposes only. This material is meant to illustrate some of the best practices that may make building your business more effective. The use of any materials or tools is strictly voluntary and is not required by the Genworth companies. The information provided is for your own practice management purposes.
This material is intended for informational purposes only and is subject to change without prior notice.
