ON-Trac II Table of Contents INTRODUCTION & NAVIGATION INSTRUCTIONS UNIT V — AFTER THE SALE (Start Here) Page 2 — Following Through Page 2 — Learning Objectives Page 3 — Components that Interact Page 4 — Introduction — "Proactive" Service Is a Profit-Center Page 5 — Building Confidence & Trust Page 5 — What Is "Proactive" Service? Page 6 — Understanding Client Relationships Page 6 — Client Relationships — Mutual Expectations Page 7 — "Customers" Are NOT "Clients" Page 8 — Client Satisfaction Survey Page 9 — Assessing Client Potential: You Can't Please Everyone — & Vice Versa! Page 9 — Customer/Client Continuums Page 10 — The "A, B & C" System Page 10 — How to Let Go Gracefully Page 10 — Giving Away Off-Profile Policyholders & Focusing on Clients Who Fit Your Preferred Profile Page 11 — Sample Suggestions for Letting Go Page 12 — Following through After the Sale Page 12 — Reducing or Eliminating "Buyer's Remorse" Page 13 — Learn to Say, "No" Page 13 — Follow Up with Qualified, On-Profile Prospects Who Don't Buy, Too! Page 14 — Preparing for Delivery Meetings Page 15 — Delivering the Policy Page 15 — Reinforce the needs and wants Page 16 — Congratulate Your Client Page 16 — Review the Policy Page 17 — Demonstrate Professionalism Page 17 — Establish Proactive Service Expectations Page 18 — Obtain On-Profile, Referred Leads Page 20 — On-Profile, Referred Lead Probes Page 21 — Sample Referral Letters / E-Mails Page 23 — Don't Forget to Say, "Thank You" Page 24 — How to Establish a Client advisery Council Page 24 — Putting Your On-Profile Clients to Work Page 24 — Benefits to Council Members Page 25 — Conducting Periodic Plan Reviews Page 25 — Prepare! Prepare! Prepare! Page 26 — Policyholder's Annual Update Page 28 — Plan Review Checklist Page 29 — Three Types of Client Contacts Page 30 — Getting On-Profile Referrals During Service Contacts Page 30 — Tips You Can Put to the Test Page 31 — Client Referral Letter / E-Mail Page 32 — Developing a Client-Building Strategy Page 33 — Client Management Systems Page 33 — Your Prospect Card File System Page 34 — Client-Building Tools & Techniques Page 35 — Sample Financial Planning advisery Page 37 — Sample Client Letter Page 38 — Sample Client Bulletin Page 40 — Be a Bridge over Troubled Water Page 41 — A Word about Continuing Education Page 42 — Planning for Profit Page 42 — Check Your Results Page 43 — Reintroducing Clients to the Sales Cycle Page 43 — Cross-Selling Page 43 — Add-On Selling Page 44 — Try the "Columbo Method" Page 45 — Business & Professional Market Cross-Selling Opportunities Page 46 — Is It Working? Page 46 — "Client Relationship Checklist" Page 47 — Turning Negatives into Positives Page 48 — Ethics & Compliance: Honesty Is the Only Policy Page 49 — Carrots & Sticks Page 51 — "Proactive Ethics" Page 52 — Can Ethics Be Taught? Page 53 — What Is a Successful Producer? Page 53 — Doing Well by Doing Good Page 54 — Client-Building Strategy Checklist Page 55 — Client Relationship Checklist Page 56 — The Last Word Quiz: Unit V Answer Key for Unit V Quiz Page 58 — Action Assignment: Unit V Back to Top | NextNext Ohio National is not affiliated with, nor does it endorse or sponsor, any particular prospecting, marketing or selling system.

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