My Job: AIA Premier Academy

AIA Premier Academy
Rev02 dated 01/10/2013

AIA confidential and proprietary information. Not for distribution.
Rev02 dated 01/10/2013
MY JOB
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AIA Premier Academy (APAc)
SEED Program
IMPORTANT NOTICE
MY JOB section is part of the 4 main modules in SEED program.
This is a facilitator-assisted program. Training using this participant guidebook
must only be conducted by facilitators certified by AIA Premier Academy.
The contents of this guidebook is meant to be used as individual reference during
and after the classroom training. It is not intended to be used as part of group
visual presentation aids. Where applicable, the contents shall not be the absolute
reference on any subject related herein.
Thank you.
MY JOB
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SEED Program
If you follow this process, you can expect to get:
1. A clear structure on what it takes to secure a business.
2. Practical conversational skills and tools you can use
tomorrow.
3. Specific formats to help you set business goals and set
activity standards.
OUR COMMITMENT MY JOB
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SEED Program
INTRODUCTION TO MY JOB
Sales Cycle A Client Acquisition Process
MY JOB
Prospecting
Present Solutions
o 2 Key Prospecting Processes
o Market Identification Guide through Project No. 1
o The Basics of Telephone Approach
o 5 Steps of Telephone Approach
o 3 Steps in Discovering Needs
o 4 Essentials of Results-Producing
Presentation
o Initiate completion of Financial Health Review (FHR) using iPoS
o Generate quotation using iPoS Sales Quotation System (SQS)
o Owner Benefits Presentation A-Life Link & A-Mas
o 4 Principles of Completing a Sale
o 4 Ways of Getting Commitment
o 5 Steps in Handling Objections
o Completing FHR & Application via iPoS
o 3 Things to Do Before the Delivery
o 5 Things to Do During the Delivery
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PROSPECTING
The capital for business
MY JOB
PROSPECTING is the beginning
point of the sales process.
1
Its importance cannot be overemphasized as its
represents the Planners raw materials or capital.
2
It is the process of mobilizing
and continually searching for
people who we believe has
the potential to purchase new
or additional plans or policies.
3
Data on prospects are properly arranged and
recorded to provide an efficient manner for its
utility.
4
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PROSPECTING
2 Key Prospecting Processes
MY JOB
Gather the names of people that is already known and list it in
PROJECT NO. 1.
Sources for names are: -
Family & relatives
People at work places
Friends from previous institutions of learning
Neighbors
People from your sports & social clubs
People that you or your company does business with
PROCESS 1
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PROSPECTING
2 Key Prospecting Processes
MY JOB
These names listed are suspects until qualified as prospects. In order to qualify them
as prospects, we need to analyze the qualities of each suspect in the Project No. 1.
The main qualities that suggest suspects can be qualified to prospects are: -
Adequacy of disposable income as we see it.
The suspect is perceived to be reasonable if approached by us.
The person is perceived to have a liking for us.
There exists a need for life insurance and the most applicable hazard is
identified.
Geographically and practically accessible for selling and servicing.
The person is a center of influence and has potential to provide referred leads.
Prioritize the names in order of importance to increase the chances of an early sale.
This would increase the enthusiasm and expectation of an agent.
Capitalize on referred leads, list, organize and reprioritize for further actions.
PROCESS 2
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PROSPECTING
Identify Market through Project No. 1
MY JOB
The purpose of
Project No. 1 is to
help you start
identifying your
potential prospects
and the market for life
insurance and other
related financial
products.
Identify prospects for you to call on.
Pinpoint the kind of approach you should use to communicate with
these prospects.
Identify your training needs.
Prepare for your appointment by identifying beforehand the
information you will need.
Enable your manager to provide the sort of training and supervision
you need.
Identify your most productive centers of influence.
Project No. 1 will help you in specific ways: -
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APPROACH
Obtaining Prospects Consent to Meet
MY JOB
APPROACH is the process of
obtaining the prospects
consent to see you and talk
about your business. It is to
confirm an appointment.
1
Here, you may want to decide on the finer
appointment details which include the exact date,
time and venue of the appointment. This step is
crucial as we need to do it right, every time and with
the right approach.
2
Regardless of the method, the primary objective is the same, that is to secure an
appointment with the prospect. To achieve this, you need to make the prospect aware
that you have something of benefit to offer. Here, the first step is to get the prospects
attention. This is usually done by making offer that are known to be valuable to the
prospect.
3
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APPROACH
3 Reasons Why Appointment
MY JOB
Saves Time & Helps
Planning
Courtesy & Rapport
Building
Confidence
Your prospects are very busy. So, you need to confirm an
appointment straight away while you still have their attention. It is
important for you to strike a balance between your business and
personal activities.
If you acknowledge their concerns and respect their views, you may
find that they are more opened to you and eventually would agree
to meet up with you.
Whenever your prospect agrees to meet you, half the battle had
already been won. You will be in a better position and at a higher
esteem during appointment.
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APPROACH
The Basics of Telephone Approach
MY JOB
The most popular method of securing
an appointment. Usually, you will have
limited information about your
prospect before making a call. That is
why going through proper prospecting
activities is crucial. From there, you
will at least have relevant information
which can be used to gain further
trust and subsequently , favorable
responses from the people you called.
1
In a telephone approach, you are asking for an interview,
not a sale. So, do not make the usual salesperson mistake of
selling on the phone or trying to get commitment from them
for a purchase decision.
2
Besides that, you can sometimes screen out suspects who
really have no interest in this business. The immediate
responses and negative replies should give you a clearer
picture whether they can still be persuaded for an interview
or otherwise.
It would be of no use if you set an appointment by force
because they would most probably be absent on the
proposed meeting date.
3
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APPROACH
5 Steps of Telephone Approach
MY JOB
Smile
Greet
Introduce yourself
State the objective of
the call
APPOINTMENT!
Always SMILE when you make your
calls because people can actually hear
the difference between talking to
someone who has a smile on his face
and someone without.
When you talk with a smile, your voice
will somehow sounds more pleasant
and this will warm your prospect to
you.
Give option for
appointment date &
time
Give option for
appointment date &
time
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APPROACH
MY JOB
Smile
Greet
Introduce yourself
the call
Give option for
appointment date &
time
APPOINTMENT!
Depending on the time of the day you
can GREET your prospect followed by
the appropriate title or if you know the
person well, their first name. People
always feel good when you mention
their name.
You can also ask them for permission to
talk to them or inform them that the
conversation will only take a while.
Give option for
appointment date &
time
Give option for
appointment date &
time
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APPROACH
MY JOB
Smile
Greet
Introduce yourself
the call
Give option for
appointment date &
time
APPOINTMENT!
Self-introduction is very important as
this is the basic information that your
prospect will remember about you before
the next meeting or contact.
You can start by telling your prospect your
name and if you are calling a referred lead,
this is a good time to use the name of the
person who gave you referral.
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APPROACH
MY JOB
Smile
Greet
Introduce yourself
the call
Give option for
appointment date &
time
APPOINTMENT!
Make sure you state immediately the
purpose of the call and the potential
benefit of both of you getting together.
People always want to know what is in it
for them. If you cannot communicate this
early, it will increase the length of the
conversation by increasing their curiosity.
Give option for
appointment date &
time
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APPROACH
MY JOB
Smile
Greet
Introduce yourself
the call
APPOINTMENT!
End the call only after getting a firm
commitment on the appointment. Here,
when you ask for appointment, make sure you
have an exact date, time and also the venue of
the meeting place, that both of you have agreed.
At the end of the conversation, repeat the
appointment details to reconfirm. It will remind
them of the information themselves and
emphasizes that you are putting this information
in writing. This places more importance on the
meeting and helps them understand that this
meeting is important to you and more
importantly that you will be there.
Give option for
appointment date &
time
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FACT FIND
3 Steps in Discovering Needs
SELLING can be described as a
conversation with a definite
purpose to help prospect make
a buying decision that will satisfy
his needs.
Discover the prospects needs, show
how life insurance works to satisfy
those needs and encourage him to
take action on your
recommendation.
To be effective in the process,
everything you do and say should be part of
a planned presentation a strategy to help
your prospects make a buying decision.
A planned presentation is a carefully
prepared sales story, a sales track that
includes all key selling points arranged in
the most logical and effective order.
MY JOB
1
2
3
4
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The objective of the opening step of the first
interview is to begin building the trust necessary to
win your prospect's confidence.
STEP 1
STEP 2
STEP 3
Opening
Discover the needs
through fact finding
Develop & recommend a
solution
The objectives of the fact finding step of the interview
are to discover the prospects needs for life insurance
and develop in him an awareness and desire to satisfy
those needs.
The objectives of this third step of the interview are to
develop a life insurance solution to the problems faced
by your prospect and present the benefits of your
product in a way that encourages him to take immediate
action.
WHY? WHAT?
FACT FIND
MY JOB
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1. Introduce myself & AIA
2. Tell him, what is my job?
3. Tell him, how do I do my job?
STEP 1
STEP 2
STEP 3
Opening
Discover the needs
solution
HOW? WHAT?
1. Prepare him for fact finding
2. Fact find while using a planned presentation
3. Help to discover the need
1. Analyze facts
2. Determine affordability
3. Work on solution using SQS
FACT FIND
MY JOB
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1. Introduce myself & AIA
As mentioned to you over the phone, I am here to introduce myself and the
kind of work I do for people like you. Every time I meet people, I show them
how they can better manage their savings in ways that will help them and
their family in the future. I am going to do the same thing with you. But first,
let us get to know each other better. I joined AIA about ____ months ago.
AIA has been around for more than 90 years. It is a company that provides
financial products for people who wish to protect their income and assets
against unexpected events like death of income earner, disabilities and serious
illnesses. In the last few months itself, the Company has paid out cash RM
_________ (you may use the latest Life claims payout) .
This money has helped many families recover from financial problems and get
back their normal life.
It has also helped many retirees to enjoy a comfortable retirement as well as a
result of their discipline in saving on a long termbasis.
STEP 1
Opening
FACT FIND
MY JOB
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2. Tell him, what is my job?
As a Planner in AIA, my job is to analyze my clients financial situation. I look at
their goals and advise them on how to plan towards achieving those goals
through proper money management.
I will assist my client to plan for their future like preparing for retirement and
childs education.
I will assist my client to determine whether they have sufficient amount of money
for contingencies like death or disability of the breadwinner.
As a result, I often give them option to consider insurance plan as part of the
solution. If there is a need, I am prepared to propose suitable products for my
clients. However, I have no specific reason to provide insurance service to you
yet, as it is still early to decide.
STEP 1
Opening
FACT FIND
MY JOB
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3. Tell him, how do I do my job?
Let me explain on how I do my work. First, I will look at your financial goals
and plans that you have set for yourself and your family.
Secondly, I will help you determine whether you need additional plans to
achieve your goals.
If we found out that you need additional plan, I will make recommendation
and after that it is entirely up to you to decide whether to act on the
recommendation or not.
At the end of the meeting, whether you need my service or not, I am sure the
information that we are going to discover is going to be beneficial to you.
STEP 1
Opening
FACT FIND
MY JOB
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STEP 2
Discover the needs
FACT FIND
MY JOB
1. Prepare him for fact finding
To start with, I need to ask you a few questions in order to determine whether I
can be of service to you. I must say that it is my responsibility to keep the
information private and confidential.
Some of the questions are quite personal but to do a good job I need to find out
more. Let me tell you why it is important. If you were to visit a doctor and ask
for medication without telling him your symptoms, would you be confident in
taking the medication?
(Wait for response)
Similarly, would you be more confident in my proposal if I do not have all the
information to work out a plan, or will you be more confident in my proposal if
you were to cooperate and provide me the required information?
(Wait for response)
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FACT FIND
MY JOB
2. Fact finding while using planned presentation
3. Help to discover the need
The best way to get your prospect to think and recognize a need is to ask
questions relevant questions. In many cases, it is the only way to get the
prospect to think. Understand this Prospects seldom buy anything unless they
feel it is in their interest and benefit to do so.
Ask a series of open-ended questions, designed to elicit the prospects goals,
attitudes and feelings to get the prospect thinking and participating in the
discussion.
Use visuals 3 ways to use visual to support your point
Presentation Book prepared sales piece
Working visual the one you draw while talking
Coaching prospect the prospect holds the paper and does the drawing
Each of the 3 methods can work for you, if you take the time to develop your
skills in their use. Next, you will see some samples of visuals that you can use
immediately.
STEP 2
Discover the needs
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FACT FIND
MY JOB
Sample of Working Visual No. 1
Financial
Security
Today
Now, this is where we are today.
How do you like your job now? (Allow some sharing..)
Can you afford to quit your job / close your business today? (if No, ask..) Why not?
Mr. Prospect, many people are actually having similar condition like you and me. We are not considered financially secure until we have
money to retire comfortably. Would you agree, Mr. Prospect?
In our journey towards financial security, we too have needs and wants. These needs could be our own needs and the needs of our
dependants.
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FACT FIND
MY JOB
Financial
Security
Today
Better
lifestyle
House
Car
Family
vacation
Investment
assets
Childrens
education
Worry-free
retirement
Money is needed
Generally, many people consider car as one of the basic needs nowadays. Of course, sooner or later we need our own house. To many
people, these 2 commitments form the major part of their expenses. Then, as our income grow, we desire for a better lifestyle. May be
taking another car or renovate the house. Some may put their surplus income in an investment plan.
Do you make a point to take vacation once a year? Do you agree that this is one of the goals that people mostly have?
Then, as our kids grow, we begin to see the need to allocate some savings for their future life. We want to give them the best education
and opportunity so that they can stand on their own. Finally, there is a limit to what we can do with our body. As we get near to old age,
we begin to see the need to have enough money during our retirement years. Assuming that we are going to live another 20 years after
we stop earning, we need to have sufficient fund to maintain the necessary expenses. In the end, financial security is when we can live
our life the way we want it and never worry about money.
To fulfil all these needs and wants, we need money. What about you, Mr. Prospect, have you started planning to meet these needs?
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FACT FIND
MY JOB
Financial
Security
Today
Better
lifestyle
House
Car
Family
vacation
Investment
assets
Childrens
education
Worry-free
retirement
Money is needed
Car
breakdown
Get sick
Accident
Hospitalized
due to illness
Disability
Early death
Mr. Prospect, do you foresee that your journey towards financial security is going to be smooth? (If No..ask) Why not?
In real life, we can have plans but we may not have a smooth ride. Things can happen unexpectedly. Do you have experience where
your car broke down and whatever you planned for that day did not turn out as what you want it to be? I am sure the feeling was not at
all good. But, that is a small glitch. What if it involves big things like you get sick, meet an accident or even hospitalized for a week?
Have you thought about the financial implications? If money is needed, where would you get it from?
Now, what if disability or death happens yesterday? Will you be able to provide financial support to your family for at least 5 years?
When death or disability happens, generally, our income stops. Where do we turn to for income, then?
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FACT FIND
MY JOB
Financial
Security
Today
Better
lifestyle
House
Car
Family
vacation
Investment
assets
Childrens
education
Worry-free
retirement
Money is needed
Car
breakdown
Get sick
Accident
Hospitalized
due to illness
Disability
Early death
Money is needed
It is not only these will affect your income, it will affect other needs as well. Those needs which are above this line will be
compromised. It will be pulled down. Do you think we have prepared enough if this is how we manage our money? Would you agree
with me, good money management is when we prepare for both good and bad situations. In real life, to prepare for both situations is
possible. I was trained by AIA to help people prepare for such events. I can share with you how to better manage the situations. All I
need is further information from you, so that I can make recommendations.
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FACT FIND
MY JOB
Account 1
Mr. Prospect, do you save regularly?
If I may know, do you have any particular purpose
for saving that amount? (Allow sharing..)
Now, supposed you put aside RM 200 a month
and you dont withdraw for the next 5 years in an
account we call Account 1, the total amount you
would have saved, regardless of the interest is RM
12,000. After 5 years, the money is there to help
you carry out your plan. Of course, dependant on
where you save, the interest rates will vary. From
your experience, is it hard to save for 5 years? (If
yes..proceed). Why do you think so? Yes, it goes
back to the original purpose of savings. Some
save money for easy access of cash during
emergency. Some invest for long term returns. If
the purpose is for emergency cash, then you will
experience a roller coaster effect, which you may
get less than RM12,000.
RM 200 a month; RM 2400 a
year
After 5 years = RM 12,000
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FACT FIND
MY JOB
Account 1
year
Disability?
Death?
Critical illness?
Hospital bills?
RM 12,000 enough?
Now, let us examine if this account can help you
in dealing with serious financial implications. If
disability happens yesterday, how much do you
think you need? The effect of disability is two-
folds loss of income and additional expenses for
care and treatment. Then, if death were to
happen, would your dependants be able to
maintain the same standard of living for the next
5 years? What about if you were diagnosed with
cancer or kidney failure, how much more money is
needed? Do you have family members who have
been hospitalized before? It could be due to illness
or accident. Private hospitals have now become
the preferred choice for many people, but it
comes with price. The question is whether or not
RM 12,000 is enough to deal with all the
situations that we have just talked about?
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FACT FIND
MY JOB
Account 1
year
Disability?
Death?
Critical illness?
Hospital bills?
RM 12,000 enough?
Account 2
year
Disability RM 120,000 for care
& treatments OR
Death RM 120,000 source of
income for dependants
Critical illness RM 90,000 to
supplement additional expenses
Hospital bills pays RM 150 a
day for Room & Board
- Pays other hospitalization
charges up to RM 100,000 a
year
Let me show you another account which we call
Account 2. Let us say, we put aside the same
amount every month. Unlike Account 1, this
account will create contingency funds..
Upon disability, RM 120,000 will be paid so that
you can have a buffer to support additional cost of
care and treatment. If death were to happen first,
then RM 120,000 will be paid to your dependants
so that they can maintain their current lifestyle. If
you were diagnosed with critical illnesses, a lump
sum of RM 90,000 will be accorded to you. At least
you can supplement treatment expenses or settle
your debts. If your conditions require
hospitalization, this account will pay for your Room
and Board charges for up to RM 150 a day. On top
of it, you will be accorded a contingency fund
amounting to RM 100,000 a year from which you
will get hospitalization charges reimbursed.
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FACT FIND
MY JOB
Account 1
year
Disability?
Death?
Critical illness?
Hospital bills?
RM 12,000 enough?
Account 2
year
Disability RM 120,000 for care
& treatments OR
Death RM 120,000 source of
income for dependants
Critical illness RM 90,000 to
supplement additional expenses
Hospital bills pays RM 150 a
day for Room & Board
- Pays other hospitalization
charges up to RM 100,000 a
year
Now, between Account 1 and 2, which one will
help you deal with the unexpected expenses due
to these events? Mr. Prospect, both accounts have
their own use. It is easy to take out money from
Account 1 and this is not the case for Account 2.
As such, Account 1 can help deal with small
money issue. However, Account 1 does not
generate enough cash to deal with big money
issues, arising fromdeath or disability.
I was trained by AIA to help people create
Account 2. What I have shown is based on age 28
and RM 200 a month premium. Those benefits
may be different, dependant on your need and
affordability. I can prepare a recommendation.
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1. Analyze facts
2. Determine affordability
By now, the prospect should be able to see the need to come up with a plan.
Throughout the interview process, you have asked some hard and soft
fact finding questions. You can now use the information to work out a
suitable plan based on his affordability.
FACT FIND
MY JOB
STEP 3
solution
In order to come up with the most suitable plans for you I need
some details. May I know your age? (At what age were you,
before you celebrate your birthday this year?)
Some of my clients set aside RM 500 a month, some as little as
RM 150. Somewhere between these 2 figures, what would be
the amount comfortable to you?
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3. Work on solution using SQS
Use the latest Sales Quotation System (SQS) to generate the quotation.
Basic information needed is Name, IC No. (automatically, age will be
indicated), smoker/non-smoker status, occupation, plan selection. You
require separate license to quote Investment-linked and Family Takaful
plans.
STEP 3
solution
FACT FIND
MY JOB
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PRESENT SOLUTIONS
4 Essentials of Results-Producing Presentation
PRESENTATION is all about introducing your product
to your prospect with the intention of meeting his
needs. During this process, you should perform the
best to educate and inform your prospect on the
value and benefits of your product.
It must capture your prospects instant and
undivided attention
MY JOB
It must arouse interest by describing owner
benefits and their advantages to the
prospect
It must build desire by winning your
prospects confidence
It must motivate your prospect to take
action now
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PRESENT SOLUTIONS
Owner Benefits Presentation
MY JOB
Sample of presentation No. 1 - (A-Life Link; Premium RM 3000 annually)
Prospect
Adam
Gender
Male
Age
28
Occupation
Advertising
Executive
Non-Smoker
Needs
1. Family income protection
2. Hospitalization expenses funding
Solutions & Features
1. A-Life Link a plan which provides
financial protection & opportunity for
investment up to age 80.
2. Cash value relates to investment
performance of the funds chosen.
3. You can choose the types of investment.
Owner Benefits
1. Pays RM 120,000 upon death, ready fund to be used by your wife to
maintain her lifestyle while she is adjusting to a new life.
2. If disability happens first, you will receive RM 120,000 in advance. At
least this can help to provide for basic necessities.
3. RM 60,000 is allocated if you need additional cash for treatment if you
were diagnosed with any one of the 36 critical illnesses or condition.
4. To pay for your hospitalization and surgical expenses, a RM 100,000 is
allocated to you every year.
5. Keep your savings for their original purpose.
6. Maintain regular savings.
7. Peace of mind.
8. If you wish to put in additional money to grow your investment
account value, you may do so anytime.
9. If you need cash, you can withdraw but subject to availability of cash.
There is a minimum amount that must be kept in your policy.
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PRESENT SOLUTIONS
Owner Benefits Presentation
MY JOB
Sample of presentation No. 1 - (A-Mas; Premium RM 3600 annually)
Prospect
Fiona
Gender
Female
Age
29
Occupation
Lecturer
Non-Smoker
Needs
1. Family income protection
2. Hospitalization expenses funding
Solutions & Features
1. A-Mas a Syariah-compliant plan which
provides financial protection &
opportunity for investment up to age 80.
2. Cash value relates to investment
performance of the funds chosen.
3. You can choose the types of investment.
Owner Benefits
1. Pays RM 240,000 upon death, to at least help your parents to go through
their retirement without to worry about money. It is a gift of love to your
parents.
2. If disability happens first, you will receive RM 240,000 in advance. At least
this can help your family with source of fund to take care of you.
3. RM 72,000 is allocated if you need additional cash for treatment if you
were diagnosed with any one of the 36 critical illnesses or condition.
4. To pay for your hospitalization and surgical expenses, a RM 90,000 is
allocated to you every year, with minimum daily Room & Board of RM 150.
5. Keep your savings for their original purpose.
6. Peace of mind, not only because your income is protected but also
because it is Syariah-compliant.
7. If you wish to put in additional money to grow your investment account
value, you may do so anytime.
8. If you need cash, you can withdraw but subject to availability of cash.
There is a minimum amount that must be kept in your policy.
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PRESENT SOLUTIONS
Preparing for Presentation
Preparation for presentation is as
important as the presentation itself.
You need to have good understanding
of the risks covered & basic benefits
that a particular product provides.
MY JOB
1
You need to be familiar with the
working of the SQS. You need to
master the ability to explain in a
layman terms the commonly used
terms in the illustration.
2
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SEED Program
ASK FOR COMMITMENT
4 Principles of Completing a Sale
Build pride into the purchase. Make the
prospect understand what a good decision it
is to buy the needed protection. Point out
what others say about the ownership of life
insurance.
Demonstrate the reward. List down the
monetary benefits if the covered events happen
or if there is nothing happens, how much cash is
projected. Compare, if no action is taken now,
what would be the possible outcomes.
Discuss future, not initial premiums. If you know the
prospect, you know the money is available to make the
first payment. Many people worry about committing to
future premiums. Advise themon the options available.
MY JOB
Prove that by acting now there is nothing
to lose. No one has ever been hurt by
buying insurance.
1
2
3
4
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ASK FOR COMMITMENT
4 Ways of Getting Commitment
MY JOB
Owner
Benefits
You have made your presentation by highlighting the benefits from the potential
owners perspective. The next step is to move the prospect to a decision.
If you have no further questions, Mr. Prospect, there are 2 questions I would like to ask
you and (spouse). The first is about the plan itself. In your opinion, do you feel this
plan would benefit you in the future?
This is a controlled question. The response you will receive is predictable. If you have done a good job in
fact finding and presenting the solutions that match the needs, the prospect may feel that the plan is
indeed valuable. When you receive the prospects nod, proceed with the following questions: -
What about the amount we are recommending? Do you feel it is about right an amount you will be comfortable with, Mr. Prospect?
Amount here can be referred to the premium or the volume of the benefits. Here, you are positioning
yourself to close the sale when you received favorable response to the plan and you may start completing the
application. At this point, your prospect must stop you OR he is giving you consent to fill up the application.
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ASK FOR COMMITMENT
MY JOB
Final Look
Another way is to ask the prospect to have a look at the proposal once again and
get him to ponder on any doubts or questions, if any.
I want to be certain you understand our recommendation. Give this a final look and
see if there are any questions you have that I have not really answered.
Place the proposal in front of your prospect. Make it possible for him to show positive buying signs. Keep
quite. Listen and watch for opportunities to encourage and reinforce your prospects discoveries or
realizations regarding the various aspects of your plans owners benefits.
Then, let silence go to work for you. To use silence requires confidence and practice. Be aware that
proper application of silence can do much to help you close sales. By making comments, you may
interrupt his thoughts, thus, making it difficult for him to make decision. Deal with the issues or questions
genuinely. Once, questions are satisfactorily answered you may want to ask another moving question.
I want to make sure that I spell your name (in the form) correctly. Can you have a look at
this column? Is this address correct?
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ASK FOR COMMITMENT
MY JOB
Prospects
Idea
After you have resolved the amount decision, record the amount on the application.
Next, move to secure consent on a number of minor questions, shifting your prospects
attention to little decisions. In effect, you are now handing over control of the idea to
take action on your recommendation to him. You can ask questions like
Application
with Cheque
After completing the application, indicate to him the signature column.
I need to ask you to put your signature right here, Mr. Prospect, if you will please.
After the application is signed, you move ahead with this statement;
Mr. Prospect, to ensure the application is processed immediately after submission, please
make your first payment (via cheque / cash) payable to AIA Bhd.
Mr. Prospect, would you prefer to pay the premium once a year or every month?
Mr. Prospect, would you like to receive your correspondence here at your office or at your home?
Record the response on the application. In this step, you are letting the prospect to buy when he
responds to the choices you offer. You can ask about nomination, additional benefits. In each minor
points, you continue to acknowledge both actual response and implied consent.
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ASK FOR COMMITMENT
5 Steps in Handling Objections
The objective of any sales effort is to motivate
the prospect to make a decision now. No one
buys anything unless he feels that it is in their
best interest and benefit to do so.
Prospects are people. Their emotions drive them into
decisions which will give them security, pride of
ownership, respect and a full range of mental benefits.
They may be convinced by your facts and logic but it
takes a spark of emotion to arouse them to action.
Two types of objections i.e. genuine and insincere.
The insincere objection is known as sales resistance,
generally illogical and cannot be answered. Genuine
objection has the element of truth. Here, the prospect
feels there is a valid reason for not buying at this time.
MY JOB
Prospects may have doubts before they can say
Yes. Unless, the doubts are cleared, he may delay
his decision to buy. Often, these doubts are
expressed as objections. With the right attitude
towards objections, you can develop ways to handle
them effectively.
No matter how skillful you become at anticipating and answering objections before
they come up, some will still surface. Master the strategy i.e. The 5 Steps in Handling Objections.
1
2
4
3
5
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ASK FOR COMMITMENT
MY JOB
Listen to understand 1
Restate to clarify 2
No knee-jerk responses. Never interrupt the prospect, even when you know what is coming and have a
response in mind. Be encouraged that the objection is being voiced; it is the evidence that your
prospect is listening and thinking. An objection focuses attention on those areas where the prospect
requires more information and understanding. Listening to the objection establishes empathy.
How you listen is important. Lean forward, nod your head in agreement with the prospect and let your
facial expression shows I amtaking your objection seriously. This earns respect.
You paraphrase and in the process, clarify. It tells the prospect you have been listening and you
understand what was said. It also makes it clear that you dont accept the objection as being final. It
avoids argument. No one has ever convinced a prospect by arguing. Guide himto better understanding
by providing more information.
I want to make certain I understand how you feel and this is what I hear you saying
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ASK FOR COMMITMENT
MY JOB
Isolate to identify 3
Motivate to activate 4
Position to assist 5
Next, identify whether this is the only objection.
If we could handle this to your satisfaction, is there anything else that will keep you from moving forward today?
This step will also help you to identify whether this is the real objection.
Use an illustration, examples or stories. Your objective in this stage is to make sure you have a prospect that is now sold
on your recommendation. He may or may not be ready to buy but he is sold. (Refer to some of the motivating
illustrations to some key objections which follow after this page).
Since your prospect is now sold, you are positioned to play the role of an Assistant Buyer. This positions you to apply
Prospects Idea approach, to secure a commitment. The reason for answering an objection is to complete the sale.
Properly executed, the first four steps have moved your prospect into a position where it is more reasonable for him to
say Yes than No.
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ASK FOR COMMITMENT
MY JOB
Key objections & illustrations to motivate the prospect to act now
It is not my priority now..
I dont need it now..
Mr. Prospect, I understand that the plan seems not so
urgent to you at the moment. Let me put it this way. Let
us say that I come to your house one day and ask you to
buy 10 litres of water. Would you buy it? Why? (Because
you dont need it). Now, let us assume that you are
stranded in the middle of a desert and you have not had
water for days. I come to you with the same offer. Would
you buy it? What would you give me for that 10 litres of
water?
Doesnt the same thing apply to the proposal that I had
presented to you? One day both of us are either too sick
to work or die unexpectedly. But I cannot deliver this cash
to you at the time when you need it the most, unless you
have arranged it in advance.
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ASK FOR COMMITMENT
MY JOB
It is not my priority now..
I dont need it now..
Mr. Prospect, have you ever taken your children to the
beach? You can probably remember picking up your little
child and put him in your arms and walking out into the
water with him. As the water came up higher and higher,
his arms tigthened around your neck and he said Dont
let go, daddy, dont let go.
Nothing could have forced you to loosen your hold on
that child. This is what the plan all about. It is an
extension of your loving arms around your family until life
has taught them to swim by themselves. Isnt this what
you want?
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MY JOB
I am not sure whether this is the right
thing to do..
I am afraid I am making a mistake..
Mr. Prospect, you seems uncertain whether you will be
doing the right thing by going ahead with the plan. Let us
look at this way. Let us see what happens when you
proceed with the plan and when you dont.
When you proceed with the plan, if death or disability
happens unexpectedly, you / your family will receive RM
____________ (sum assured / covered).
When you dont proceed with the plan, and death or
disability happens, they dont receive a single cent from
you, to help them overcome their money problems.
So, Mr. Prospect, which one is the right thing to do?
Which mistake you rather make? To proceed with the
plan now or not to proceed?
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ASK FOR COMMITMENT
MY JOB
I have other obligations, which need my
commitment.. Will consider in the future.
I cant afford now. We have many things to
buy.
Mr. Prospect, I understand that you have many things to
buy / obligations to meet. Not too long ago, I came to
know about a couple who had 2 children. At that time,
they were contemplating whether to take up family
protection plan for a sum assured of RM 200,000. But
what they decided was to buy a new refrigerator and
promised to commit to get the plan 6 months after that.
Unfortunately, the husband passed away in an accident.
They have a new refrigerator, but now it costs RM 200,000
to the family.
Mr. Prospect, the question we must answer is of the many
things you and I want, which is the most important?
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ASK FOR COMMITMENT
MY JOB
I have other obligations, which need my
commitment.. Will consider in the future.
I cant afford now. We have many things to
buy.
Mr. Prospect, in our business, we cant help not to know
about other peoples financial affairs. Often, someone will
say, in talking about a friends death how much did he
leave his family?. As far as I know, no one has ever asked
How big is the refrigerator? What kind of car did he leave
behind? Are their curtains new? NO.. In fact the questions
that they always ask are How the kids going to get
along? Will they be able to continue in school? Where is
the widow going to live? Will she need to move to in with
relatives? What they are really asking is did he leave
enough funds to take care of his family?
This plan will provide income for your family as long as
they live, not only as long as you live. This is what you
want, isn't?
Rev02 dated 01/10/2013
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ASK FOR COMMITMENT
MY JOB
Let me think it over.
Mr. Prospect, let me make sure that I understand what
you were saying. You like the plan. You know you need it
and you can afford it. It is just that you want to think it
over. Is that right? In addition to that, is there any other
reason why you would not want to proceed this plan
today?
I think thats reasonable. I would do the same thing to
ensure I make the right choice. I would not want you to
proceed with this plan without thinking it over.
So, why dont we do this together? Now, which area of the
proposal that you need to spend some time on? I will be
here to clarify and clear your doubts.
Rev02 dated 01/10/2013
SEED Program
ASK FOR COMMITMENT
MY JOB
I want to compare.
Mr. Prospect, let me make sure that I understand what
you were saying. You like the plan. You know you need it
and you can afford it. It is just that you want to compare.
Is that right? In addition to that, is there any other reason
why you would not want to proceed this plan today?
I think that is a smart move. If I were you, I may want to
compare.
But you know what make me feel bad? While you were
comparing, something happens to you. So, what I am
going to do is to go ahead and put this plan into effect.
You give me a cheque and I will put it into effect today.
Then, go ahead and compare. In fact, I would suggest 2 or
3 companies to be compared. If you dont like what you
see, we will refund your money.
Rev02 dated 01/10/2013
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ASK FOR COMMITMENT
MY JOB
Power Phrases
Life insurance is nothing but money. We dont
need life insurance, we need money. If we live,
we call it savings, when we die, we call it life
insurance.
The right time to own a life insurance policy is
when you dont need it. Because, when you
really need it, you cannot have it.
You would give your life for your children, why
not guarantee it for them.
Dont be afraid to pay yourself first.
Earning money may be easy but managing it
successfully is hard. Life insurance makes its
owner a successful manager of money.
I would like to help you keep together what you
have put together. You want that, wouldnt you?
If you dont come home tomorrow, one or 2
things can happen. I can come over with my
condolences OR a cheque.
No need..
No money...
Rev02 dated 01/10/2013
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ASK FOR COMMITMENT
MY JOB
Power Phrases
Everyday someone who bought life insurance
will not live to pay the second premium. The
only time people buy life insurance is when they
think they need it. But, when they know they
need it, they cannot buy it.
I have never met a person who planned to fail. I
have met too many people who just failed to
plan. Why not start planning now.
The only person who can look after the old you
is the young you now.
No hurry..
Have you ever done anything that is in the best
interest of your family that you have regretted
lately?
Rev02 dated 01/10/2013
SEED Program
DELIVER THE POLICY
Maintaining Confidence
MY JOB
POLICY DOCUMENT is a legal
proof of an insurance contract.
It is our responsibility to
ensure that our clients are
thoroughly briefed on the
contents of the policy
document. Once the policy
issued, make a point to meet
up with your client.
1
By meeting with your new client, you can accomplish
4 important objectives: -
Resell the need and discuss the handling of the next
premium.
Condition your client for the next purchase whether be it
life, disability, retirement, education or protection for
family members.
Get referred lead information & introduction.
Enable you to build prestige for yourself and AIA because
of the manner in which you handle the policy delivery.
2
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SEED Program
DELIVER THE POLICY
3 Things to Do Before the Delivery
MY JOB
General preparation 1
Make it a habit to always review and double
check the product or policy to be delivered for
accuracy. Nothing is more embarrassing than
to show up to deliver a policy with something
different from what your client purchased.
Ask your self Why should this person buy my
product, from me, today and with what?
To better answer these questions, you will
want to briefly review the FHR so that you are
clear why this purchase was the appropriate
next step in the plan and why it was so
important to do so now.
Prepare the policy presentation folder
& Companys promotional materials
2
The objective here is to be of extra service.
This helps to dramatize our service in order
to improve the probability of repeat
business and referred leads.
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DELIVER THE POLICY
3 Things to Do Before the Delivery
MY JOB
Stress the importance of the delivery appointment 3
A delivery meeting will take an uninterrupted hour. So, resist
any tendency to be casual in arranging for the appointment.
Instead, purposely build it up.
Mr. Prospect, I am glad to tell you that your application has been accepted and your
policy has been issued exactly as applied for. I have been doing a lot of work on your
policy and as I look at it, I think you should be proud of what you are doing.
Because this is so important to you, the purpose of my call is to arrange for a time when
we can get together in my office where my reference works are all available. If not, let us
schedule an uninterrupted hour in your office / house.
We should have that much time to go over everything in detail and to make sure your
policy is set up exactly the way you want it.
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DELIVER THE POLICY
5 Things to Do During the Delivery
MY JOB
Enthusiastically review the product or policy 1
Pay particular attention to those provisions and clauses
that are important and particularly advantageous.
After reviewing the product or policy, take a moment to reflect with the client on why the
purchase was a smart decision. Review with them the goals or concerns expressed during
the Facts-Finding interview.
Then, briefly summarize your analysis and the policy. This may include a list of insurance
policies owned, ownership and nomination, sum assured, premium schedule, location of
important documents and other vital information.
It may include a review of their investment portfolio and where they stand in their overall
investment and saving goals.
Review the clients goals 2
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DELIVER THE POLICY
MY JOB
Tie the purchase to their overall plan 3
The objective here is to clearly show them how
this purchase is not a singular event, but is
another important stepping stone in the
achievement of a coordinated, overall plan.
Tie their new purchase to their goals by
showing them specifically how they are one-
step closer to realizing their financial objectives.
Mention that they are now joining the
ranks of other policyholders or
investors of AIA Bhd. Reinforce the
wisdom of their choice by giving them
copies of your Companys best
promotional materials.
Give promotional materials 4
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DELIVER THE POLICY
MY JOB
Get referred lead endorsement 5
Your prospect is a client now. Proper servicing
of future needs will tie him to you. At the same
time, it allows you to develop business with his
friends, associates and acquaintances.
By asking for and securing referrals, you are
building your business by gaining information
and introductions to new prospects.
You must earn the right to receive this kind of
help through a complete, prompt and
courteous service you consistently provide.
Mr. Prospect, I am sure you remember that my
job is to arrange meetings with people so that I
can share some ideas on proper money
management and how to achieve financial
security. This is where I need your help.
Mr. Prospect, can you help me with 3 names of
Colleagues you have lunch with
Friends you hang out with over the weekends
Friends you invite to your party..
Mr. Prospect, thank you for sharing these names
with me. When I call them, I would like to mention
that you and I have done some work together.
Would that be all right with you? I will let you
know the result of my calls.

My Job: AIA Premier Academy

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