handling objection sales script

1
For Internal Reference Only
Handling Objection Sales Script
By Azri Amin

Types of Objection….
No need No time No Interest
No Money
No
Confidence
No Hurry

3
FAMILY MAINTENANCE

Family Maintenance – Handling Objection
CLIENT: I want to think it over
AGENT: If you turn to the obituary column or the accident reports, you will find a
lot of people who taught they had plenty of time to think it over. It was too late
for their families when they found they didn’t

CLIENT: I can rely on SOCSO if I get into an accident.”
• AGENT: Most accidents that may cause long-term disabilities may not even
happen at work, or are work-related. And if it’s not work-related, you can forget
about SOCSO, as it only benefits employees who are involved in a work-
related accident, commuting accident or has an occupational disease, where
they will be entitled to free medical treatment at SOCSO panel clinics,
government clinics and government hospitals.
• If you have your own medical insurance, you can choose from a wider range of
hospitals and clinics, and most importantly, it covers non-work-related
accidents (like getting injured in your nightly game of futsal!)

CLIENT: I want to talk it over with my wife/ husband
• AGENT: That is an excellent idea. Why don’t we both visit your wife/husband
and talk about this. I can answer any additional questions your wife/husband
might have. Would today be a good time or would tomorrow suits your better?

CLIENT: I want to see what my wife thinks about the plan
• AGENT: That is putting a lot of pressure on her. Your wife will hesitate to tell
you to buy the protection for her and the children. After all, she feels that it’s her
problem. But it isn’t, its your problem. It only becomes her problem after you’re
gone.
• Muslim: faraid will take time

8
WIFE INSURANCE

Wife Insurance– Handling Objection
CLIENT: My wife will start working again/ My wife is working
• AGENT: She probably will /is, but she will need extra income for a period of
time to allow her to retrain and become readjusted in her profession so that she
will be able to compete

CLIENT: Don’t need it. My aunt/sister/cousin will help raise the children
• AGENT: Unfortunately that kind of tragedy is accompanied by economic
problems. You could bring them to help but they are also concentrating on their
lives and they might also have a tight budget and time consuming. With
planning this can be avoided

CLIENT: I can’t afford insurance on her
• AGENT: Your income is pretty well tied up. That is why I am recommending
that she should own the policy and pay the premium herself, with you and your
daughter as the beneficiary.

CLIENT: We can’t afford it
• AGENT: You can’t afford not to have it. In addition to running the household,
she brings in over third of your family’s earnings. You need this coverage on
her for the same reason she is the beneficiary on your life insurance. Let’s take
a look at your monthly expenses.

CLIENT: We don’t need more life insurance on me
• AGENT: You are a financial asset to the family. In addition to the RM…..
a month it would cost to replace your service as the cook and housekeeper, your
are bringing home a salary of RM……each month. Right now, you are worth a
total of RM…….to your family each month. That will add up to about RM……in
just the next 5 years. That’s a lot of money isn’t it.

CLIENT: Our budget is too tight. Can’t afford it
• AGENT: You said that your expenses are geared to the fact that you are two
income family and that she would continue working until retirement. That is
what we are talking about. Replacing her income if she can’t work because of
illness or accident, and replacing her income to help you raise the children if
she dies.

15
SAVINGS/ RETIREMENT

Savings/ retirement– Handling Objection
CLIENT: I’m too young to worry about retirement
• AGENT: That is exactly the point. You don’t want to have to worry about it
when it comes. In the meantime, your wife would have the money you set out
to save if anything should happen to you…..

CLIENT: Mutual fund is a better investment
• AGENT: How much money did you put in the last 5 years. Then you are
already aware of 2 things:
• 1. the difficulty in putting money asie regularly
• 2. the market fluctuates
A good investment means you always buy low and sell high and not even the
professional investors have that track record. Let’s guarantee your security first
and then you can buy funds. With our product, you do both (Elitelink)

CLIENT: Already have a savings plan. Not interested
• AGENT: Can you tell me how much money you have saved in the last 2 years?
The plan I have in mind will help you lay money aside regularly and keep it
saved until you need it the most. Let me show you how it work.

CLIENT: I just can’t save money regularly
• AGENT: It sounds like you have the same trouble with your savings account as
I do. It runs up and down like an elevator when the kids need school clothes or
we decide to go out of town for and weekend and so on.
• Insurance is different, because you hesitate to draw it, it’s a continual and
steady climb.
• And suppose you die after 10 years, from a savings account, your wife would
only receive only what you had deposited plus interest. In the insurance plan,
my company would pay your wife what originally set out to save.

CLIENT: I ‘m putting our extra cash in the stock market
• AGENT: There is nothing wrong with investing. Let’s guarantee some cash for
retirement and then put the rest in the market. Doesn’t that make sense?

23
JUVENILE

Juvenile– Handling Objection
CLIENT: Don’t need an educational plan- we have already started a college
savings fund
• AGENT: I would like the opportunity to compare the features of our insured
plans with the savings plan you have now (SSPN). If you lose your ability to
continue savings, either through disability or death, the plan is terminated. An
insured plan will cover both of those possibilities and the money will be ready
when the child is ready for college

CLIENT: My children can work through college
• AGENT: That is tough. The cost of everything has double or tripled since your
study day. Wouldn’t you like to make the burden on your children a little less
heavy by making sure that they have some outside income not matter what
happens

CLIENT: They probably won’t go to college
• AGENT: Many young men and women are attending trade and vocational
schools. And many are starting their own business. But the requirements for
these opportunities are just the same for college- intelligence and money. It will
be much more easier if they have financial backing

CLIENT: The children can buy their own insurance later on
• AGENT: I agree. They will purchase but at a higher cost. Inflation and cost of
living.
• But now and premium rate is flat

28
YOUNG PEOPLE

Young People– Handling Objection
CLIENT: I’m young and healthy. I don’t NEED medical coverage?”
• AGENT: According to the Health Ministry’s statistics, 11.6 million of the 16
million adults in Malaysia are sick with a non-communicable disease like
diabetes, hypertension or cancer.
• Malaysia also has the most overweight and obese people in Asia. 54% of the
adult population is either obese or overweight, compared to only 24.1% 10
years ago. As a result, seven out of 10 Malaysian adults suffer from chronic
diseases.
• With the daunting statistics, you just don’t know which side of that statistic you’ll
end up on

• CLIENT: I have a stable income, why would I need to pay an insurance
company to save money?”
• AGENT: Your income may be able to cover your day-to-day expenses, but there are various things we need to
save for as we go through different stages in life. One thing that everyone should save for as early as possible is their
retirement.
• And if you are a parent, you may even need to save for your child’s education fund and it may not be able to get your
child where he/she wants to be by just saving cash in your savings account.
• Historically, education inflation is at 5% rate, and if you are planning to send your child to the US, you will need to save
about RM1,449 every month at 7% interest rate.
• Saving cash from your income every month in a savings account (0.25%), you will need to save RM2,479 a month to
be able to save up RM484,832!
• With that large sum as an expense coming up, you definitely need to prepare for your retirement or if something were
to happen to you before you are able to save this amount. This is where life insurance comes in.

CLIENT: I don’t have any dependents, so I don’t need life insurance
• AGENT: Just because you are single and no dependents, you are not single
forever.
• You can’t escape old age and buy your future comforts now and guarantee
independence for the old man who will be dependent on you ( yourself old)

CLIENT: I wait until I am married and have children
• AGENT: Advantage: your age. Premium is cheaper.
• Wait increase in premium, contracted disease, probably rejected
• Investment portion helps for your marriage

CLIENT: I’m too young for life insurance
• AGENT: Years go by, premium increase, and needs for insurance growing
larger

• AGENT: You have 15 days cooling off period

CLIENT: I have group insurance
• AGENT: Your group benefits are subject to the whims of your employer. They
can be changed and if you resign, your coverage is gone.

CLIENT: No hurry, I’ll take in a month or two
• AGENT: No guarantee on your health tomorrow and any possibility of accident
( minor or major) happening to you

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PROFESSIONAL

Professionals– Handling Objection
CLIENT: My wife or children can take over
• AGENT: They are not professionals and no experience. Learning? Can , but it
will take time. The logical answer to these problems is money from the
company – that will buy her time
• * Are you equipment paid off / need upgrading in the future while you
wife/children take over

CLIENT: My wife could sell off the practice
• AGENT: The book value of your practice is the value of the furniture,
equipment, cash and other property-minus the debts. Since you operate on a
cash basis, uncollected accounts receivable will not be recognized nor the
auditor recognize good will which is your most valuable asset. You spent years
building a practice that would end up giving your family only 30% of what its
really worth.

CLIENT: No money, I invest in stock, funds
• AGENT You are a specialist in you field.
• Investment is also a specialized field. It requires a great deal of time to make
profitable decisions, and even experts make lot of wrong ones. Let’s guarantee
your financial security first and then you can invest knowing your risk appetite.

CLIENT: Can’t afford, just started the business/practice
• AGENT You are in debt to yourself and to your creditors. In the future, you will
have an excellent income.
• What we are doing is guaranteeing that your wife will have enough cash to pay
debts you have accumulated.

42
HEALTH INSURANCE /
MEDICAL CARD

Health insurance– Handling Objection
CLIENT: Don’t need it. Never been seriously ill or injured
• AGENT: There is a first time to everything. If you wait till the last minute, too
late.
• The only time to buy is before that first time.
• If already flooded, too late to buy insurance for your car (example)

CLIENT: I don’t need disability income insurance/ critical illness
• AGENT: Who is you best friend?
• -Ask client to call friend and ask if he can borrow money ( example:RM 600)
every month to pay for a broken back or coronary by pass for a year or two.
• No friend would lend the money
• Insurance helps

CLIENT: My employer will keep me on full salary for certain period for temporary
disability
• AGENT: Want happens after that period ? What if the disability continues or
affects you off and on.
• Your employer must stop paying you at certain period or jeopardize the jobs of
other people.
• What you need is to have benefits that start when your employer is forced to
lay you off

CLIENT:I can buy cheaper through my association
• AGENT: When you need heart surgery, is that covered? What is the limit?

CLIENT: I’m covered by a group plan
• AGENT: Your salary covers just about your current standard of living.
• Even though your plan will continue your full salary every month, you will be
going in debt, because illness brings on expenses of doctors, drugs, hospital
bills, an operation and possibly nursing care
• Such expenses greatly increase normal living expenses which you salary could
not cover even though you may continue to collect it while you are disabled

CLIENT: Your plan is too expensive
• AGENT: If I could go to the hospitals, I could sell this plan to every single
patient. And do you know that no one person would ask me “How much does
this cost?” Instead, they would all ask “ How much of that can I get?”. You can’t
buy this insurance with money; you must buy it with your past health history
• If you can’t afford these premiums, you certainly won’t be able to afford the
hospital or the doctor

CLIENT: Can’t afford it. Right now, I’m having trouble paying all my bills.
• AGENT: If you can’t pay them while you’re healthy and working, how in the
world would you be able to pay them when you’re sick and laid up with no pay
check coming in

CLIENT: We can’t afford a medical expense plan
• AGENT: You can’t afford not to have medical expenses insurance.
• Could you borrow RM 6,000 – in addition to the debts you already have on your
home and car? Better think about it. Each year, about one family in fifty has
medical bills totaling half its annual income

CLIENT: I won’t get any money back unless I’m sick or hurt?
• AGENT: Do you carry fire insurance on your home? The chances are that you
will never get back even a small part of what you put into fire insurance. Does
that make you angry? It shouldn’t because it means you have never suffered
the horrible experience of fire.
• In the same way, you’re lucky if you never get back all you put in health and
accident insurance because that means you have never suffered the horrible
experience of long sickness or hospitalization. On the other hand, just the fire
insurance in case of unfortunate, you need health and accident coverage in
case you should be unfortunate in your health

CLIENT: I can’t afford it
• AGENT: When we insure everything from our furniture to our cars, its just a
little silly not to insure our earning power which makes all of those things
possible.
• If your care is stolen or totally wrecked, it would be a severe blow to you.
Although it is a blow to your billfold, it can still be repaired or replaced.
• If you have a cerebral hemorrhage this afternoon, or involved in a terrific wreck,
can you replace your earning power?

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SOLE PROPRIETOR

Sole proprietor– Handling Objection
CLIENT: I’m not interested
• AGENT: Your brains and your know how are the major factors in this operation.
When you die the most valuable asset is lost, and the value of the business will
drop. Let me show you how to replace that loss to yours heirs.

CLIENT: If I die, my family can sell the business if they have to
• AGENT: The only way they can sell it for the true value is to keep it operating
until they can find the right buyer. This means they’ll have to have enough cash
immediately to pay your business debts and hire a good temporary manager.
• Life insurance is the only certain way to provide that much cash at some
uncertain time in the future.

• AGENT: Could your wife leave her job or could your eldest child leave college
tomorrow and immediately take over your business if you are no longer here,
That’s exactly the possibility that your family faces until we put in your coverage

CLIENT: My children is going to take over the business when I am gone
• AGENT: No one can immediately step in and take over your position as the
owner of this business. Your children has not had the training you’ve had, does
not have the business contact and not had the time to build rapport with your
customers.
• For a period of time, there’s going to be a drop in sales. And for period of time,
he’s going to have hire some extra help.
• This plan will buy him the time he’ll need to take over successfully.

handling objection sales script

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