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1 Table of Contents Here is a list of all the materials currently available for the Alliance Training Manual. Illustration Software Pre-In-Home Checklist Overcoming Common Objections Mortgage Lead Phone Script Older Mortgage Lead Script TLP Script Final Expense Lead Script Presenting Final Expense with ATM Presenting Mortgage Protection with ATM The ATM for Final Expense The ATM for Mortgage Protection SPANISH ATM for Final Expense SPANISH ATM for Mortgage Protection Qualitative Interview Brochure 1

2 Illustration Software Go to your respective carriers at The information for downloading illustration software is under each specific carrier. Some carrier s calculators are Excel files. If they are, save and run the file to your desktop. So you can access from the home. Others are applications that are saved to your desktop. Help with software can be directed to 2

3 Pre-In-Home Checklist The mark of a professional is Preparation Brian Tracy Applications: Three applications from three carriers (familiarize yourself with the application) Pens (black only) ATM Notebook with applications Delivery Notice: From NAA store Contact Up line: Let your up line know you are going in the home and may need to contact them Computer with quoting software.( not mandatory) RX Card (place in folder) ERS forms (write in folder) How to pick a carrier (consult product matrix) Appearance- Dress business casual. A collared NAA dress shirt and jeans or khakis is a great non-threatening outfit that helps you look the part. Smell and appearance are huge in sales. Smell good and use breath mints. Carry extra shirts with you in case you spill something on one, or visit a home that does not smell so savory. 3

4 Overcoming Common Objections Great salesman overcome the objections before they arise I can t afford it I m glad you brought that up. It s not your money that qualifies you, it s your good health, and many other people would pay a lot more for the same coverage if they could qualify. Today you have a choice but you don t know how long you will have that good of a choice. Wouldn t you agree? Which one of these best fits you? Shopping close.. If they say they are interested but they need some time to shop your prices and ask you to call them back in a few days, pause, then ask them if they have ever purchased car insurance, when they say yes ask them what they did with their current policy while they were shopping for a new one (they will say that they kept it in place) ask them why the kept in place. (they will say because they didn t want to be without protection while they were looking) don t say another word and let that sink in, they will close themselves. I want to check with another agent. When they use this one, pause, then ask them why are you shopping your Agent, brother in law, friend? (When they say well I m not really shopping him I just want to see what he has) ask them, is there a reason you didn t you go to him first? (If they say we just wanted to see what else is out there) just say, don t you trust him? If they say yes ask them, why would you do business with me and not them? (if this is handled properly you will find out if you have a chance at getting a check, this is also a great opportunity to recruit their agent into our business). We want to think about it. When they say this, come back with this, Joe and Mary, you should think about it, but the insurance company is going to think about you first whether or not you qualify for this. And really there are only two reasons someone says that to me: 1) they don t know if they can afford it or 2) they don t like me. As far as being able to afford it, you are the one that picks the price, not me, so you determine what you can afford fair enough? As far as the not liking me part, please don t let my personality prevent you from taking care of your family today because didn t you say earlier that you were concerned about (fill in their why their pain that they articulated in the earlier slide). 4

5 Mortgage Lead Phone Script New Hello. This is with the Mortgage Protection Center. I am getting back to you about the request you sent into us on your loan with. It s about the mortgage life and disability coverage. The reason I am calling is I am the guy that shows you how this works and my company has assigned me to county this week. I m calling to find out what time of day works best for you and, mornings afternoons or evenings. Now when you say evenings are you saying closer to 5:30 or 8:00. Is that the same for both of you? Great, I will put you down for pm, could you please get something to write on, please write down my name with the Mortgage Protection Center, Thursday evening. Now I have your address at 1235 Willow St. Newberry, MI is that correct? What is the nearest cross street? Great, now I need to ask you one more question, not everyone qualifies for all of the plans that we offer because of pre-existing medical conditions, is there anything about you or health that may not allow you to qualify? Are you on any medication? Have you had any major operations in the last 20 years?. Ok I will see you on Thursday at 7:30. 5

6 Older Mortgage Lead Script Hello My name is With the Mortgage Protection Center. I am a supervisor for the company and I am doing an investigation on the form you sent back to our company. Do you mind if I ask you a few questions? (Wait for the to respond) Sometime in the last (age of lead) you had taken out a new home loan or a refinance is that correct? Well shortly after that you filled out a form requesting a mortgage protection program that in the event that you should pass away your home would be paid for your family and if you became disabled your mortgage payments would be made for you, do you remember sending this to us? (If they say no see below)* We have no record that this has been taken care of, do you recall if anyone called you about this? ( If they say yes, find out what happened, did they take out a plan) If they say no then say, Are you still concerned about this? What for a response. Well let me apologize on behalf of our company, we simply do not have enough representatives to cover all of the request and territories, in fact my company has me coming from out of town and I am the representative that has been assigned to County and I have been given a stack of these to take of and I am going to be in county on (Pick Two days). What time of Day works best for you and Mornings afternoons or evenings. Now when you say evenings are you saying closer to 5:30 or 8:00. Is that the same for both of you? Great, I will put you down for 7:30pm, could you please get something to write on, please write down my name with the Mortgage Protection Center, 7:30 Thursday evening. Now I have your address at 1235 willow st. Newberry, MI is that correct? What is the nearest cross street? Great, now I need to ask you one more question, not everyone qualifies for all of the plans that we offer because of pre-existing medical conditions, is there anything about you or health that may not allow you to qualify? Are you on any medication? Have you had any major operations in the last 20 years?. Ok what time did we say on Thursday? I will see you on Thursday at 7:30 6

7 TLP Script Hello (First Name)? (First Name) This is from the Mortgage Protection Center. I am getting back to you about a recent mortgage protection letter that was mailed to your address of 1369 Evergreen Ave. (First Name) we have no record of this form getting mailed back to our office. My job here in (County) is to get this information to you. Is protecting your family from the loss of income due to death or disability still a concern for you? What time of the day is best for you and your spouse? Evenings or mornings? Ok is your house number on your house or mailbox? Do you or your spouse have any health issues I m not aware of? The key to success here is TONALITY. Lower your tone and sound authoritative yet not excited to be doing this service. 7

8 Final Expense Lead Script Hello,, this is with the senior benefits center, I m getting back to you concerning that postcard that you mailed in regarding your Final Expense benefits not paid for by the government. You put down here that your date of birth is, and your (wife or husband s name) date of birth is? It takes about 15 minutes to take care of and see what you qualify for. I m scheduled to be in your area and I have a or available, which time is better for you and (spouse s name)? What is the best way to get there from (nearest main intersection)? Great! I ll see you and (day & time), (if married, again, please make sure that your spouse is there also.) Thanks, have a great night. The exact wording isn t as important as the way we talk to people. When setting appointments, talk slow and low. More importantly, you don t have to speak with polish. Just be in control. (if they are 70 or above, ask) Is there anyone, like a son or daughter, who might need to be with you when the Field Underwriter comes? Or, do you and John make your own decisions about things like this? 8

9 Presenting Final Expense with ATM THE APPROACH: Walk with confidence and remember the client requested your expertise and they want you to help them. First impressions are huge. Smile, be polite and confident. Ask the client if you should take off your shoes. Always ask the client to sit at the kitchen table. Slow down on final expense. Make sure you have the husband and wife sitting beside each other. Never sit down first. Wave while walking up to the house (as if you saw them peeking through their window gets them to open their door) Make truthful compliments. 9

10 Presenting Final Expense with ATM ABOUT ME: This is where you build rapport. Smile and be likable. The client does not care how much you know, until they know how much you care. Ask the client where are they from? How long have the spouses been together? Where did they meet? What they do for a living? Find common ground with the client. It s not an interrogation you share stuff about you (like when you go on a date with someone new) Be passionate and caring. Look the client in the eye. Mimic the clients body posture. Do not mimic the client s facial expression. Towards the end talk a little about yourself and How you protect families for a living. 10

11 Presenting Final Expense with ATM PICTURES & LICENSE: These are pictures of you with family and friends. This is to add credibility. 11

12 Presenting Final Expense with ATM SOME COMPANIES I REPRESENT: This is where you explain that you are from National Agents Alliance and we protect families and represent 14 different billion dollar companies. We are simply a go- between the major carriers and the client. We have multiple companies so we can do the shopping around for you. They are reputable companies with over hundreds of years of experience. The companies we represent have strong financial standings. We are here to see if what we have is a good fit for you and your family. 12

13 Presenting Final Expense with ATM WHY IS THIS IMPORTANT?: This is where you show how important final expense coverage is, and some of the common reasons people have it. Make the client understand that not having this protection in place will alter their lifestyle. Find out the clients most important needs. Take subtle notes. 13

14 Presenting Final Expense with ATM A LITTLE ABOUT YOU: This is where you add the client information about their finances, mortgage, savings, family, and current policies. Take notes, you do not have to fill in every blank. What do you currently have in place? Review and see what we can improve. Key here is making sure they medically qualify for the coverage. Another key is to find annuity money potential by asking about how long they have been at their current job and if they have 401K money at a previous employer or they rolled into their current company from a previous employer. 14

15 Presenting Final Expense with ATM WHAT IS FINAL EXPENSE: Explain the concept of final expense. The coverage is permanent and never increases. The cash accumulation account is a feature but does not make the sale. 15

16 Presenting Final Expense with ATM WHAT HAPPENS NEXT: This is where you briefly tell the client the process of completing the application. You get their commitment to follow YOUR process and NOT their think about it process. You close the appointment HERE based on how well you created the bond and rapport, and how well you found their pain, their need, and their emotion. As you progress ask more yes questions here. For example, Would you or your family benefit from this? Followed by another yes question. Would you sleep better at night knowing you or your family is protected? AND make sure you get no less than a YES when you ask them the sounds good? question. If they are wishy-washy with a maybe, or let s see what you got, or let s check the rates first you got to find out why they are saying that instead of yes. 16

17 Presenting Final Expense with ATM QUOTE: Run the quotes for the client covering their needs expressed earlier. If the client s biggest need is covering expenses like mortgage calculate that payment for a year and run that quote first. Then add to the benefit for the next two quotes. If the client s biggest need is covering their final expenses run that quote for them and let them determine which is best. 17

18 Presenting Final Expense with ATM ERS: EMERGENCY RESPONSE SYSTEM Tell the client about the unclaimed billions of dollars in the life insurance Industry. Ask the client: Who do you know that knows and cares about you that would call me in the event of your death or disability so I can get this case expedited effectively to your family? Keep your head down and keep writing, after each one say: Who is next? KEEP YOUR HEAD DOWN & keep writing. Over and over. Watch the President s Club Video about Referrals on NAA-TV.com. Submit your ERS forms with your application if you are in Presidents Club Complete or Black Card and they will be mailed for free. Lastly after you are done. Slide the completed application back to the client and say: Mr. and Mrs. Client are you happy about what we put in place today? If the client say s yes proceed to the RX card. If no ask questions and find out what the client is not happy about. 18

19 Presenting Final Expense with ATM PRESCRIPTION CARD: This is a referral tool made available to all NAA agents. This also adds value to the client. Explain to client that Points of Care is a prescription program with a lot of Pharmacies that saves on average 15-20% on prescriptions. The sponsored pharmacies are on the back of the brochure. Extras can be ordered through the NAA store or Proceed to tell client: Since you have done business with me you are getting this for free, and you are allowed today, to sponsor three local families that you know. Write down the names the client gives you, and KEEP your head down. Repeat who is next again and again. Use the sheet on the next page. For a full tutorial on the RX Card go to and download the President s Club video labeled referrals. 19

20 Presenting Final Expense with ATM PRESCRIPTION CARD REFERRALS This is where you put the RX card referrals. Keep your head down and repeat the words who is next. 20

21 Presenting Final Expense with ATM SAFE MONEY: This is where you talk to the client about other finances. Keep calm and take subtle notes about finances. When you uncover a client needs help, book another appointment to help them, particularly after or while you deliver the policy. On the next appointment this is where you introduce the concept of either safe money places, or tax free retirement. 21

22 Presenting Final Expense with ATM PERSISTENCY TAKE AWAY This is where you give the client one last chance to change anything the client may not like about the policy. If something happened to your car or other un-expected cost occurred, would you be able to continue these payments? This re-enforces the client is not being sold. You are asking the questions LOOKING FOR BUYERS REMORSE ask as if you re expecting that it might be too high for them let THEM sell YOU on it. 9 times out of ten the client will say they are happy with what was put in place. If you do get an objection find out what it is. If it s a price objection. Fix the price and proceed. And DON T nickel and dime the price down make a significant change. Even if they hesitate just a little, know that you should probably bring the price down. 22

23 Presenting Final Expense with ATM LOOKING FOR HELP: This is where you check interest and see if the client is interested in working with us. Subtly ask the client if they know anyone who is interested in part time work. If they are do not give away too much information. Tell them your manager is interviewing people now and ask what time would be best to reach them. 23

24 Presenting Final Expense with ATM CARRIERS: This is a simple contact sheet of all of our carriers. You should contact carriers for quotes, underwriting, and any questions you need answers to. Also do not be afraid to contact your up line for any questions. 24

25 Presenting Final Expense with ATM CARRIER MATRIX: This is helpful information with the carriers. When in doubt ask. The carrier will help you with any underwriting questions. 25

26 Presenting Mortgage Protection with ATM THE APPROACH: Walk with confidence and remember the client requested your expertise and they want you to help them. First impressions are huge!!! Smile be polite and confident. Ask the client if you should take off your shoes. Always ask the client to sit at the kitchen table. Make sure you have the husband and wife sitting beside each other. Never sit down first. Wave while walking up to the house (as if you saw them peeking through their window gets them to open their door) Make truthful compliments. 26

27 Presenting Mortgage Protection with ATM ABOUT ME: This is where you build rapport. Smile and be likable. The client does not care how much you know, until they know how much you care. Ask the client where are they from? How long have the spouses been together? Where did they meet? What they do for a living? Find common ground with the client. It s not an interrogation you share stuff about you (like when you go on a date with someone new) Be passionate and caring. Look the client in the eye. Mimic the client s body posture. Do not mimic the client s facial expression. Towards the end talk a little about yourself and How you protect families for a living. 27

28 Presenting Mortgage Protection with ATM PICTURES & LICENSE: These are pictures of you with family and friends. This is to add credibility. 28

29 Presenting Mortgage Protection with ATM SOME COMPANIES I REPRESENT: This is where you explain that you are from National Agents Alliance and we protect families and represent 14 different billion dollar companies. We are simply a go- between the major carriers and the client. We have multiple companies so we can do the shopping around for you. They are reputable companies with over hundreds of years of experience. The companies we represent have strong financial standings. We are here to see if what we have is a good fit for you and your family. 29

30 Presenting Mortgage Protection with ATM WHAT IF? This is where we ask the client questions about what would happen if they or their spouse were to pass away. Ask options that are thought provoking concerning what would happen in the event of one of their deaths. The subtitles are just some options that can be used. Ask where the client would go If the bank foreclosed on their property? Ask the client why they sent this form in, and what their main concern for sending the form in was. Discover what was most important to the client. Their Hot Button. Congratulate the client if they inquired to protect their family or spouse s finances. You must get the emotions going find their pain because you will be the one to solve it. People buy on emotion and justify by logic. This is a guide of options that you can say to get the client thinking of what would happen in the event of one s death. Stay here for quite some time and try to draw emotion. 30

31 Presenting Mortgage Protection with ATM WHAT IS MORTGAGE PROTECTION? Explain the concept of mortgage protection. 31

32 Presenting Mortgage Protection with ATM WHAT HAPPENS NEXT? This is where you briefly tell the client the process of completing the application. You get their commitment to follow YOUR process and NOT their think about it process. You close the appointment HERE based on how well you created the bond and rapport, and how well you found their pain, their need, and their emotion. As you progress ask more yes questions here. For example, Would you or your family benefit from this? Followed by another yes question. Would you sleep better at night knowing you or your family is protected? AND make sure you get no less than a YES when you ask them the sounds good? question. If they are wishy-washy with a maybe, or let s see what you got, or let s check the rates first you got to find out why they are saying that instead of yes. 32

33 Presenting Mortgage Protection with ATM A LITTLE ABOUT YOU: This is where you add the client information about their finances, mortgage, savings, family, and current policies. Make sure you get the client to pull out their current policy. Not having this is the same as sitting without a spouse. Take notes, you do not have to fill in every blank. What do you currently have in place? Review and see what we can improve. Look to one spouse and ask what would you do if this were to happen? Look to the other spouse and ask the same question. The key here is making sure they medically qualify for the simplified issue term product. If they don t, then you show them your quotes for the final expense product and gear the quotes toward Mortgage Payment Protection. Another key is to find annuity money potential by asking about how long they have been at their current job and if they have 401K money at a previous employer or they rolled into their current company from a previous employer. 33

34 Presenting Mortgage Protection with ATM QUOTE: Run the first quote for the entire mortgage. The second quote for half of the mortgage and the last quote for 25% of the mortgage amount. If the client cannot afford the following quotes run three utilizing the Mortgage Payment Protection Program and run quotes for 12, 24, and 36 months of their mortgage amount. If you need help call your up line or contact the carriers for information. Ask the client if they were approved today, what benefits would be best for them today. If the client is too old for Mortgage Protection run quotes for Final Expense coverage. Explain that because of their age they are entitled to Final expense coverage. Or you can go into the Mortgage Payment Protection program by covering 12 months, 24 months or 36 months of mortgage payments to buy time to sell the property and even accumulate equity if the market is right. The additional equity could just pay for this entire policy. Explain how final expense is permanent coverage that never increases and your benefits never decrease. 34

35 Presenting Mortgage Protection with ATM ERS: EMERGENCY RESPONSE SYSTEM Tell the client about the unclaimed billions of dollars in the life insurance Industry. Ask the client: Who do you know that knows and cares about you that would call me in the event of your death or disability so I can get this case expedited effectively to your family? Keep your head down and keep writing, after each one say: Who is next? KEEP YOUR HEAD DOWN & keep writing. Over and over. Watch the President s Club Video about Referrals on NAA-TV.com. Submit your ERS forms with your application if you are in Presidents Club Complete or Black Card and they will be mailed for free. Lastly after you are done. Slide the completed application back to the client and say: Mr. and Mrs. Client are you happy about what we put in place today? If the client say s yes proceed to the RX card. If no ask questions and find out what the client is not happy about. 35

36 Presenting Mortgage Protection with ATM PRESCRIPTION CARD: This is a referral tool made available to all NAA agents. This also adds value to the client. Explain to client that Points of Care is a prescription program with a lot of Pharmacies that saves on average 15-20% on prescriptions. The sponsored pharmacies are on the back of the brochure. Extras can be ordered through the NAA store or Proceed to tell client: Since you have done business with me you are getting this for free, and you are allowed today, to sponsor three local families that you know. Write down the names the client gives you, and KEEP your head down. Repeat who is next again and again. Use the sheet on the next page. For a full tutorial on the RX Card go to and download the President s Club video labeled referrals. 36

37 Presenting Mortgage Protection with ATM PRESCRIPTION CARD REFERRALS: This is where you put the RX card referrals. Keep your head down and repeat the words who is next. 37

38 Presenting Mortgage Protection with ATM SAFE MONEY: This is where you talk to the client about other finances. Keep calm and take subtle notes about finances. When you uncover a client needs help, book another appointment to help them, particularly after or while you deliver the policy. On the next appointment this is where you introduce the concept of either safe money places, or tax free retirement. 38

39 Presenting Mortgage Protection with ATM PERSISTENCY TAKE AWAY This is where you give the client one last chance to change anything the client may not like about the policy. If something happened to your car or other un-expected cost occurred, would you be able to continue these payments? This re-enforces the client Is not being sold. You are asking the questions LOOKING FOR BUYERS REMORSE ask as if you re expecting that it might be too high for them let THEM sell YOU on it. 9 times out of ten the client will say they are happy with what was put in place. If you do get an objection find out what it is. If it s a price objection. Fix the price and proceed. And DON T nickle and dime the price down make a significant change. Even if they hesitate just a little, know that you should probably bring the price down. 39

40 Presenting Mortgage Protection with ATM LOOKING FOR HELP: This is where you check interest and see if the client is interested in working with us. Subtly ask the client if they know anyone who is interested in part time work. If they are do not give away too much information. Tell them your manager is interviewing people now and ask what time would be best to reach them. 40

41 Presenting Mortgage Protection with ATM CARRIERS: This is a simple contact sheet of all of our carriers. You should contact carriers for quotes, underwriting, and any questions you need answers to. Also do not be afraid to contact your up line for any questions. 41

42 Presenting Mortgage Protection with ATM CARRIER MATRIX: This is helpful information with the carriers. When in doubt ask. The carrier will help you with any underwriting questions. 42

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