It isn't easy to say "no" or deliver bad news, but sometimes, it's necessary. You represent your company in a number of ways, and enforcing its standards is among the most important.

Some clients and policyholders won't like when you enforce a standard or give them news they don't understand, or with which they disagree. The best way to handle these situations is to:

• Explain the standard or decision;


• Review the options; and


• Help the person make the right decision.

Above all, be candid. Today, so much business seems to be conducted around the murky edges of the truth, that anyone who deals in the genuine article is a refreshing change. The truth is powerful stuff.

Follow Up with Qualified, On-Profile Prospects Who Don't Buy, Too!

You won't close every sale, so you'll need an effective follow-up system to stay in contact with qualified non-buyers. See Your Prospect Card File Instructions (Form 1130).

Collect X-Dates — specific dates and times for follow-up contacts — and soon you'll have a sizable number of people to call again, based on their timing and reasons. Use your system to help you remember.

Follow-up calls represent activity, and activity leads to sales. What's more, since LIMRA reports that people are more likely to buy from advisers they know and trust, regular exposure in your marketplace increases the likelihood of your being in the right place at the right time. Changing circumstances may make people who turned you down once welcome you with open arms the next time you call.

Try this!

Before leaving the presentation meeting, say something like this:

Agent: "Well, folks, I'm sorry we won't be doing business together this time. It may be a good idea for us to stay in touch, though, since things have a way of changing. Is there any reason why I shouldn't add you to my e-mail contact management list and call back every so often, with specific ideas you might be able to use?"

Then, send a handwritten "thank you" note or e-mail, as you would after a successful sale.

Remember, you're in the relationship business. Treat well qualified, on-profile prospects as if they were clients, adding them to your client newsletter contact list and doing some of the other client-building activities described later.

Back to Top | Next

Ohio National is not affiliated with, nor does it endorse or sponsor, any particular prospecting, marketing or selling system.

13