The better you understand the culture your clients come from, the more you can help them. For example, Asian clients expect courtesy and respect, but they also appreciate when we express concern about their families and prioritize their interests.
Here are two scripts I use with my clients so they understand how I can assist them and their families:
Graduation day script
Sometimes, perhaps because they are prioritizing lower premiums, my clients decline purchasing the critical-illness rider on their life insurance policy. They say that upon their deaths, their children will use the policy’s benefit for their education. Here’s one way to help them understand about covering their critical-illness needs as well.
Q: I recognize you have wonderful children, and I strongly believe in their proper education for a bright future. If your children could pick an answer to this scenario, I wonder which one they would choose?
What is your ideal graduation day?
- Graduate with remarkable grades and your proud parents witness it
- Graduate with remarkable grades but your parents are absent
We all know which one they would choose. That’s why the benefits of a critical-illness policy matter. If they have this protection and contract a disease, it allows them to receive the care they need. This care can facilitate their recovery and allow them to be there for their children. The policy’s premiums are the parents’ attendance fees for their children’s graduation.
Commuters’ life facts script
Many middle-class workers are daily commuters, which requires them to travel long distances to work on busy, congested highways. Here’s a script you can use with them:
Q: Do you frequently ride the highway to work and pay the toll fees at the gate? (wait for the answer)
Q: Have you ever wondered how many tickets are distributed by the gatekeepers every day? (wait for the client to offer some estimates) Yes, that would be the rough number of people who every morning leave their homes to go to their workplaces using the highway.
Q: If you can guess, is the number of tickets distributed for those going to work exactly the same as for those returning home? (Most answers are, “Yes, pretty much it’s the same amount of tickets.”) For your information, there are fewer return tickets issued. Some people never return home after leaving for work that morning because of accidents, sudden death or illnesses that occur that prevent them from returning home.
Clients will need some time in silence, and then we continue on with the standard administrative process.
Susan Meity, of Jakarta, Indonesia, is a 12-year MDRT member.
For more ideas for questions to ask clients, watch
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