Helping a Skeptical Customer

How I worked to help a customer overcome her negative feelings about buying life insurance.

By Dominic Miller (Licensed Agent)

I called a customer who was very disgruntled and upset because she felt like agents kept calling her over and over. She was so upset that she was cursing and very rude at first. However, instead of shying away and ending the call, I stood my ground and went through with discussing how she could help protect her family and other loved ones with affordable term life insurance coverage.

After using empathy, open-ended questions, and really focusing on her specific needs, I was able to uncover what her true needs were and why she was really upset. It turns out, she had been turned down by other insurance providers because she was HIV positive and got no previous help or assistance.

Because she had previous bad experiences with other insurance providers, the customer prejudged Matrix Direct as being "just another insurance provider" that would turn her down and not help her. I worked to explain to her why at Matrix Direct, we are different.

I talked with the customer, answered all of her questions, and found her an affordable insurance product that she would qualify for, even with her serious medical condition. The customer was able to get peace of mind and obtain an Accidental Death and Dismemberment policy through Matrix Direct. She signed up for a policy and got protection for her family for the future.

At Matrix Direct, we can help almost every customer, no matter what the situation.

"Testimonials present should not be construed as a recommendation to purchase or an indication of the value of any product or service."

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