Offered by: Cigna Health and Life Insurance Company, Connecticut General Life Insurance Company or their affiliates.

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TELEPHONIC ENROLLMENTS

Consultative Selling Framework

“From Richardson’s Consultative Telephone Selling Handbook”

Action Technique

Prepare Take the time to get to know your customer and what they may be concerned about.

Connect Really make sure the customer knows you are focused on their needs and that you’re there to help.

Understand Ask as many questions as you need to determine the customer’s objectives, current situation, level of satisfaction, personal and future needs.

Recommend Tie everything back to what the customer says. Remember to position and tailor the discussion in a way that makes sense to the customer.

Commit Go ahead and ask for the business. By this time you have earned the right to ask.

Act Follow-up with yourself and the customer.

Consultative Selling Skills Job Aid

Offered by: Cigna Health and Life Insurance Company, Connecticut General Life Insurance Company or their affiliates.

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Six Critical Skills

Six Critical Skills

Active Listening

Active Listing is really about mindfully hearing what your customer is saying, and comprehending it. It’s about really getting the meaning behind what the customer is saying. Keep in mind:

Be intentional with your listening. Listening is not automatic.

Stay open-minded while you’re listening and do not make judgements.

Practice your listening skills.

Be aware of your biases, emotions, motives, etc. so they do not get interfere with your listening.

Telephone Selling Skills Best Practices Since you are not face to face, keep these best practices in mind to help you build credibility and trust with the customer over the phone. “From Richardson’s Consultative Telephone Selling Handbook”

Sound exited to talk the customer and project confidence!

Acknowledge the customer. Use your notes to remind yourself of what is important to them.

Constantly check in with the customer to make sure they are with you.

Present the information in a clear and compelling way that ties to the customer’s wants. Be persuasive!

Create and foster openness. Ask questions to shape and define needs.

Practice active listening. This is the key to building trust.

• Do not take negativity personal • Take time to build rapport • Be prepared and organized • Use voice inflections and tone • Take notes • Be persistent

Offered by: Cigna Health and Life Insurance Company, Connecticut General Life Insurance Company or their affiliates.

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Managing Difficult Situations

MANAGE EMOTIONS

MANAGE RESPONSES

“From Richardson’s Consultative Telephone Selling Handbook”

Maintain self-

awareness of your own emotions

Maintain awareness of

the customer’s emotions

Determine the Best

Course of Action

Stay Motivated

Stay Calm

Maintain a neat and orderly workspace.

Reduce distractions and block interruptions from others.

Maintain easy access to notes, product information, and relevant files.

Have customer information and Cigna online tools (Cigna Medicare website, Provider Look-Up Tool, Formulary, Salesforce, etc.) on your screen.

An organized desk = an organized mind!

Control Your Environment

Know your strengths and negative tendencies

Stay focused on listening