Sales Guide

ConfidentialProperty of: The Pinnacle Benefits Group.

Not for reproduction or distribution.

ContentsOverview

Page 1

Direct Mail Page 2

Page 3

Appointment Setting

Lead ManagementSystem (LMS)

Pages 4 - 14

Direct MailSenior

CAPP

CAPP0413025

Pinnacle is offering exclusive Turning 65, Medicare Supplement and Final Expensedirect mail leads to agents at discounted rates. These leads come from geo-targeted mail drops.

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IMPORTANTThe timing of Lead order fulfillment may vary from days to weeks or months,depending on the number of interested consumers responding to the mailing.

Leads are generated from mailings of 1,000 post cards at a cost of $375 per order.

Information You’ll Receive as Part of the Lead:

Your Cost

Leads are processed as they are received and posted nightly to your secure AgentPortal using Pinnacle’s internet-based Lead Management System (LMS).

How Leads are Delivered

OVERVIEW

� Name

� Address

� Phone Number

� Age

� Product Interest

DIRECT MAIL

Lead SourceThe source of leads for Pinnacle's Direct Mail Lead Program is Laser2Mail.

Each time an individual submits a postcard that provides their demographic and contactinformation, they consent to receive phone calls from a licensed agent. A lead is sent toyour secure Agent Portal in Pinnacle’s Lead Management System (LMS).

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Turning 65Sample

Medicare SupplementSample

Final ExpenseSample

Changes are taking place in Washington that could have an impact on the benefits for retirees.

If you are age 65 or older, or will be turning age 65 within the next 6 months, you probablywant and need to know what Social Security and Medicare currently provide and how to makethe best use of them.

You may also want to know what these plans don’t cover or what their limitations are.

For example:

• Does Social Security provide any death or burial benefits? • Will you be better off electing Medicare Parts A & B and choosing a Medigap plan, or electing Medicare Advantage? • Will you be able to change options in the future? • Will your current medications be covered or will you have to change prescriptions? • What happens if you need to go into a nursing home or get home health care? • Will Medicare or Medigap plans cover your dental, vision, or hearing costs?

— IMPORTANT —

Social Securityand

Medicare Update

YES, I WANT TO KNOW!Rush me information about these programs. There is no cost to get this information.

Social Security Death Benefits Medicare Prescription Drug CoverageMedicare, Medigap, Medicare Advantage Long-Term and Short-Term CareDental, Vision and Hearing Coverage

(Check all that apply)

Name: _________________________________________________________ Age: _____________

Phone: (___________)__________________________________________________________Phone # ensures prompt response.

- Please Print -

— IMPORTANT —

Paying forYour Burial

or Cremation

Your Term Insurance protects your family from financial burdens if you die prematurely. But how will your family pay for your final expenses when you die as a senior?

At best, Social Security will provide a maximum of $255 toward your burial/cremation expenses, if you qualify!

Burial or cremation services will cost far more than that. Plus, you may have some debts your heirs will need to cover when you pass.

You sheltered your family from financial burdens before. You can continue to do so. Learn how you can qualify for final expense coverage of between $10,000 and $25,000, even if you have certain health conditions.

YES, I WANT TO KNOW!Rush me information about ways to cover my final expenses. There is no cost to get this information.

Name: _______________________________________________ Age: _____________

Phone: (________)___________________________________________________Phone # ensures prompt response.

- Please Print -

— IMPORTANT —

Have YouExperienced A

Medigap Rate Increase?

In the last 12 months, many of the Medicare Supplement insurers have increased their rates up to 30%. Learn about new competitive plans in

Don’t over pay for this important coverage.

To learn more, return this Medicare Supplement inquiry card today. You will not be charged for this information! This is a FREE service to you!

Return this card within 5 days to receive your Free Medicare Guide Book.

YES, I WANT TO KNOW!Rush me information about current rates and coverage options. There is no cost to get this information.

Name: _______________________________________________ Age: _____________

Phone: (________)___________________________________________________Phone # ensures prompt response.

- Please Print -

A good appointment setting script will greatly increase your success rate. Your objective isto communicate confidence and professionalism in the first 45 seconds of the conversation.In order to do this you must have an opening script that you’re comfortable delivering. It takespractice. Here is a sample script that has proven to be effective.

Good day (NAME OF PROSPECT), I’m (YOUR NAME) an independentinsurance agent who specializes in working with seniors.

I’m calling because you recently completed and mailed in a card whereyou indicated you were looking to find out more about benefits availableto seniors.

I’d like to meet with you to find out what information you were lookingfor and see if there is a way I can help you. I’ve found that many seniorscan benefit from an independent review of their health and life coverages,but may be reluctant to speak with an insurance agent for fear of beingpressured. I can assure you that that’s not the way I operate. I conduct noobligation reviews and, where appropriate, make recommendations.

I’m going to be in your area a little later this week conducting reviews forother folks and wanted to stop by and visit with you (and your spouse, ifapplicable) as well. Which would work better for you?(TIME AND DATE OPTIONS).

Does anyone in your family help you with your decision making? If so,I’d like to meet with them also.

Great! Then I’ll see you (DATE & TIME).

Thanks again. I look forward to meeting with you.

Appointment Setting Script

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APPOINTMENTSETTING

Sign In

Pinnacle’s Lead Management System (LMS) is a customized web-based tool createdto help you receive, work, and manage the disposition of Leads and Prospects.

Because LMS is web-based there is nothing to install on your computer. However, it’snecessary to set your web browser to allow pop-ups.

We recommend that you access this system using the FireFox browser. You can downloada free copy at:

To connect to LMS, go to the following address:

We recommend when you first go to the address that you bookmark it in your web browserfor easy access.

The sign in screen shown below will appear. Key in your User Name & Password thatyou were assigned by Pinnacle.

LMSLEAD MANAGEMENT SYSTEM

www.firefox.com

http://pinnaclebenefits.laser2mail.com

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Leads SectionThis is your primary launching point for reviewing and working Leads.New Leads automatically show up here. Internet Leads will be transmitted to yourAgent Portal as soon as they are produced.

Clicking New Leads allows you to seethe source and quantity of new Leads thatyou have just received.

Clicking Worked Leads allows you toretrieve and display any Leads for whichyou’ve initiated an action. These actionsinclude scheduling appointments, callbacksor other lead dispositions.

AGENT PORTAL

Calendar

Prospect/Referral

Leads

Search

Once you sign in, you’ll be at your own secure Agent Portal. The Agent Portal is yourhome page to receive, work, and manage all your Leads. The main sections on the homepage are:

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Clicking New Leads allows you to view your “unworked” Leads until you’ve workedthem (entered a call back, appointment, or other disposition code).

You can also Print Leads in either Excel or PDF formats. Just click on the icons besidethe week you want to print.

You’ll be able to quickly see how many new Leads you have by the Quantity correspondingto each Lead group.

Click on any Lead Source to view the individual Leads in that group of Leads.

Print

Quantityof New Leads

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NEW LEADS

NOTE: At this point, you have all the information you need to contact a Lead.The rest of this guide provides an overview for using the other key features of theLead Management System (LMS) to help manage your day-to-day activities withyour Leads.

Then click on any Name to open up the information collected on that person.

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WORKING LEADS

The diagram above highlights the information available for each Lead along with choices to helpyou keep organized as you work them. You can work each individual Lead, set appointments, callbacks, make notes, etc. from here. You do not need to leave this page while working with a group.Each Lead grouping is sortable by the columns, so you can only work the active dispositions.

Main components and functions of this page are as follows:

1. Previous Page a. Button will take you back one page (DON’T use your browser’s back button)

2. Undo Last a. Used to undo the last entry you made if done in error

3. Save (IMPORTANT)a. Saves all changes before leaving this page

4. Name a. Name of each Lead (listed in Alphabetical order)

5. Phone a. Contact number for each Lead

6. Appointment Set a. Allows you to schedule appointment date and time. Automatically transfers

the appointment date and time to calendar on the home page 7. Call Back

a. Allows you to schedule a call back reminder. Automatically transfers call back date & time to calendar on the home page

8. No Interest a. Disposition selection

9. No Answer a. Disposition selection

10. Agent Notes a. Allows you to document important notes on each call attempt or conversation. Click on the View/Add Note button to open Notes window. Make sure to click Save before closing the Notes window. Agent Notes section is limited to 800 characters.

14 5 6 7 8 9 10

2 3

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WORKING LEADS

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Clicking on Appt Set or Call Back button opens a calendar where you schedule bothdates and times to meet with or call back yourprospect.

When you click on the date (example shownJuly 13th) a window will open where you’llSelect Time.

After selecting the time, review the date andtime and click Set Time.

IMPORTANT: After you’ve set the appointment date, you must click SAVE to implementall changes.

When you click SAVE, the record will move from the “NEW LEADS” group to the“WORKED LEADS” group.

APPT SET

or CALL BACK

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For each Lead you can type important notes such as dates you attempted to call, conversationnotes and other important details. You can access the Agent Notes section by clicking on theView/Add Notes button.

Type in your comments such as in the example. When finished, click Add Note and thenClose. The window will close, then date and add your comments in the Agent Notes box.

The comment box contains the person’s phone number so you can place callsfrom the Agent Notes window.

To prevent you from losing your work beforesaving it, the LMS automatically prompts youfrom leaving this page with this message box.

MAKE SURE YOU CLICK THE SAVE BUTTON after closing Agent Notes screen.

AGENT NOTES

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The Worked Leads section holds all the Leads that you’ve added a disposition. You accessthis section from the Agent Portal home page by clicking Worked Leads.

The functionality in the Worked Leads section is the same as that in the New Leads section.

WORKED LEADS

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The Calendar section on the Agent Portal home page allows you to view appointmentsand callbacks you’ve scheduled.

You can enlarge the calendar to full screen by clicking on the calendar icon.

The default setting will always show the Current Week. You can also view a specific dayor another week by using the arrows located to the right of the calendar icon to move forwardor backward, or by clicking on the Today, Day, or Week tabs. Click on the appointment toview the information about the appointment.

CALENDAR

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The system allows you to add your own prospects and referrals. This section is locatedon the Agent Portal home page, bottom right.

Select whether you want to enter and save a Prospect or a Referral.

In this example, we’ve selectedto enter a Referral.

Key in as much information asyou can. The red asterisksindicate “required” fields.

When you have all the infor-mation keyed in, click on theSubmit button.

The new record is stored in theNew Leads section. Referralsshow up under the heading ofAgent Added Referral.

You can tell how manyreferrals you have addedby the quantity indicated.

PROSPECT / REFERRAL

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This feature, located at thelower left of the AgentPortal home page, allowsyou to quickly Search forany Lead in your database.

It is not necessary toknow all the informationto conduct a search.

You can also search by date range (date the lead was added to the system) by clicking onthe “From” and “To” boxes and selecting a date range.

SEARCH