Embedded Files
IMPORTANT REMINDERS
Use transition or acknowledge statements to make the rebuttals / spiels sound natural.
Pause for 1-2 seconds after providing the rebuttal, then go back to the call flow.
If the customer has a different objection after your first rebuttal, use the corresponding prescribed rebuttal on the list below.
If the objection of the customer is not listed below, find the closest rebuttal that is appropriate for the objection.
If the customer has an objection mid-transfer process.
Disconnect the licensed agent's line first.
Provide a rebuttal to the customer's objection.
Re-dial the same extension you disconnected after overcoming the objection.
If there is no rebuttal that fits the objection, COME UP with a rebuttal spiel based on your knowledge of SF Products. Consider the following:
Actively listen what the customer is objecting to / hesitating about.
Your response should DIRECTLY address the point of objection or the main hesitation of the customer.
OBJECTIONS & REBUTTALS
COMPANY RELATED?
WHAT COMPANY ARE YOU WITH
We are Smart Financial, we’re an Insurance Comparison Marketplace. We help you shop around for the most affordable rates available based on your information.
WHERE ARE YOU LOCATED
Our office is in California but we work with agents nationwide and those that are local to you.
If customer asks again: Our call center is virtual, headquartered in CA.
Note: When asked where you are physically located, do NOT disclose you are from the Philippines.
DO YOU HAVE AN OFFICE LOCAL TO ME
We work with agents nationwide and those that are local to you.
HAVE I TALKED TO YOUR COMPANY ALREADY?
It's possible but don't worry, I’ll make sure you’re not connected with the same companies you spoke with, so you can get all of your options to compare, okay?
ARE YOU AN INSURANCE COMPANY /
BROKER / 3RD PARTY
We’re actually an Insurance Comparison Marketplace. I'm calling to help you shop around for the most affordable rates available based on your information.
ARE YOU WITH *INSURANCE COMPANY*?
I'm from SmartFinancial, we're an Insurance Comparison Marketplace but we're actually affiliated with *insurance company* and many other insurance companies that I can help you get a competitive quote from, okay?.
ALREADY HAVE INSURANCE?
YOU CAN'T BEAT MY PREMIUM
ASK: How much are you currently paying?
Let me take note of that and I'll help you get a competitive quote. I just need to verify your information and I'll connect you to my licensed agent so they can finish up one for you, okay?
I ALREADY HAVE INSURANCE
It's okay. We're just calling to provide you free quotes, so you can compare and make sure you have the best possible rate. I just need to verify your information then I'll connect you to my licensed agent for that free quote, okay?
How about we try finding a more competitive rate than what you're paying, okay?
You know you can potentially save some money by letting agents compete, and if you decide to switch, you may be entitled to a prorated refund from your current company.
I'M INSURED, I WAS JUST LOOKING AROUND
That's perfect. I'm actually calling to provide you free quotes, so you can compare and make sure you have the best possible rate. I just need to verify your information then I'll connect you to my licensed agent for that free quote, okay?
I'M ALL GOOD / I'M ALL SET
You know you can potentially save some money by allowing agents to compete. I just need to verify your information then I'll connect you to my licensed agent for that free quote, okay?
I JUST SIGNED UP / I JUST PURCHASED A POLICY
That's okay. I'm just calling to help you potentially save some money by making sure you know about all your available options, okay?
NOT INTERESTED?
NOT INTERESTED
How about we try finding a more competitive rate than what you're paying, okay?
I understand, but rates do change all the time and by comparing companies you can save a lot of money.
I DON'T NEED IT ANYMORE
You know rates change all the time and I can help you compare companies so you can potentially save some money, okay?
TIME RELATED?
I DON'T HAVE TIME / CALL ME BACK
EMAIL ME / I'M DRIVING
It just takes a moment to verify the information you submitted. Then I will get you over to a licensed agent to finish up your quote.
I DON'T HAVE TIME / CALL ME BACK
EMAIL ME / I'M DRIVING (VERIFICATION COMPLETE)
It just takes a moment, we've already verified the information you submitted. Then I will get you over to a licensed Agent to finish up your quote.
ABOUT THE QUOTE?
I DIDN'T REQUEST FOR A QUOTE
You may have come across our ad while shopping for insurance. I can quickly verify your information then get you over to a licensed agent for a free quote, okay?
ARE YOU GOING TO GIVE ME THE QUOTE /
WHAT IS THE QUOTE?/ HOW MUCH?
My licensed agent will finish up your free quote and I just need to quickly verify your information here so I can get it over to them, okay?
I ALREADY RECEIVED A QUOTE / SOMEONE ALREADY CALLED ME ABOUT INSURANCE
Don't worry, I’ll make sure you’re not connected with the same companies you spoke with, so you can get all of your options to compare, okay?
I JUST WANT THE QUOTE ONLINE
I understand but speaking with an agent will get you real-time answers and can find you the best deal.
I DON'T WANT TO TALK TO A LICENSED AGENT, I THOUGHT YOU'RE GIVING ME THE QUOTE
That's why I'm bringing my licensed agent on the line so they can provide you the figure, okay?
THE QUOTE I GOT ONLINE IS TOO HIGH
I'm glad I called you today. I want to help you find a more competitive rate than what you're currently paying, okay?
OTHERS
RANDOM QUESTIONS
That's a great question for the agent. Let me just finish up and I'll get you transferred right over.
WHEN ASKING QUESTIONS:
WHY DO YOU NEED TO KNOW THAT?
To provide you with a more accurate quote.
I JUST WANT A...STIMULUS CHECK,
SUBSIDIES, FREE MONEY ETC
I'm sorry, I don't have information regarding a (check, a stimulus, subsidies, free money, etc.) Please disregard this call.
Note: Disposition as NOT QUALIFIED
TAGLINES
CUSTOMER HANGS UP WHEN THE LICENSED AGENT IS ALREADY ON THE LINE
I apologize but the customer hung up during the transfer process. You should have their information in a moment. Thank you for your time, have a good day.
BUYER HAS QUESTIONS BEFORE DISCONNECTING THE CALL
Example: Are we gonna get charged for this?
I'm sorry, you can reach out to your account manager. Thank you for your time and have a good day.
DNC
No problem. I will add you to our internal Do Not Call list immediately and you will not receive any further calls from our company. We apologize for any inconvenience and have a nice day.
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