Health Center Fronter Script – 8.23.
22
Section 1: Opening:
“HI (First Name)! This is the HealthCenter. I'm calling on a recorded line in regards to NEW
AFFORDABLE HEALTH PLANS. Are you insured now?”
(If they say NO, go to SECTION 2. If objection or they say YES, REBUTTAL)
Rebuttal 1) “You’re the 10th person to call me”
“That’s great! My company works with insurance agencies that can show you ALL the plans
you qualify for. They’ll be able to go over your OPTIONS and find the BEST plan FOR YOU for
the BEST PRICE. Are you insured now?”
Rebuttal 2) “I’m not interested anymore”
“I see that, but Listen-I know if I can save you money its worth a few minutes of your time,
this will only take a second are you insured now?”
Rebuttal 3) “That was weeks ago!”
“I see that, the reason for my call is that right now you may qualify for more affordable
Health Plan Options, are you insured now?”
Rebuttal 4) “I already have insurance.”
“Okay, I have options that can help you save money. How many people are on your current
plan?” (If objection, use Rebuttal Pattern 2-3-5, then go to Section 2)
Rebuttal 5) “Can you call me back?”
“I understand, but this is really important-let’s go over this now! I know if I can save you
money. It’s definitely worth a few minutes of your time are you insured now?”
(Never set CB’s in the opening)
Rebuttal 6) “Is this ObamaCare?”
“Agencies work with many plans in your state, it depends on what works best for you, but
first……” (Go back to the question you need answered in order to move forward)
Rebuttal 7) “Where are you located?”
“Our Corporate offices are located in Florida, but we are nationwide and work in all 50 states,
are you insured now?”
Rebuttal 8) “Where/Who are you?”
“I am with THE HEALTH CENTER and our corporate offices are located in Florida, however we
have a national presence. Are you insured now?”
Rebuttal 9) “Customer asks a Buying Question.”
“That’s a great question, I have you matched to a licensed agent who can answer all your
questions, but first…” (Go back to the question you need answered in order to move forward)
Rebuttal 10) “I don’t want to be recorded!”
“I understand. Calls are recorded for Compliance and Training purposes. We can help save
you money. Are you insured now?” or (Go back to the question you need answered in order
to move forward)
Section 2: Qualifying:
MEDICARE & MEDICAID: “Great! And are you currently on Medicare or Medicaid?”
(IF YES, GO TO “MED BONUS TRANSFER”. If NO, GO TO “SURGERY & PREGNANCY”)
SURGERY & PREGNANCY: “OK! There are some great health plans available that a licensed
agent will help you with today. Do you have any upcoming surgeries or are you looking to
cover pregnancy with your health plan?”
(IF YES, SET FORM TO “SILVER” AND GO TO “TIME TO TALK”. IF NO, SET FORM TO “GOLD”
AND GO TO “TIME TO BEGIN COVERAGE”)
TIME TO BEGIN COVERAGE: “Sounds good. Are you looking to begin coverage within the next
30 days?”
(MUST BE YES – IF YES, GO TO “TIME TO TALK”. IF NO, KNOCKOUT. IF UNSURE, USE CLOSING
REBUTTAL)
Closing Rebuttal: UNSURE/MAYBE TO 30 DAYS:
“Okay, if we are able to help you find a health plan that meets your needs, are you looking to
begin coverage in the next 30 days?”
(MUST BE YES – IF YES, GO TO “TIME TO TALK”. IF NO, KNOCKOUT.)
TIME TO TALK: “Got it, I have an agent ready to help you find a new affordable health plan.
Do you have time right now to speak to a Licensed Agent?”
(MUST BE YES – IF YES GO TO “TRANSFER”. IF NO, SCHEDULE CALLBACK.)
Closing Rebuttal: HOW MUCH TIME/HOW LONG WILL THIS TAKE:
“That's a great question. It usually takes a few minutes to receive a quote and compare
options. Do you have time right now to speak with an agent to find out more?”
(MUST BE YES – IF YES GO TO “TRANSFER”. IF NO, SCHEDULE CALLBACK.)
CALLBACK: “I would be happy to call you back (First Name). When will be the best time to
contact you?”
(SCHEDULE CALL BACK)
TRANSFER: “GREAT! I’m getting an agent on the line now. I’ll be staying on the line with you
so I can make a Quick Introduction, OK? Hold-on for just a moment.”
*HIT TRANSFER CALL*
(If they stop and ask for CB or say they don’t have time, DON’T FORCE THROUGH)
Small Talk If Transfer is taking longer than 10 seconds (Hold Music or Ringing):
Option 1) “I am still on the line with you, sounds like a busy day.”
Option 2) “The Agent will be with us shortly – I am staying with you until they answer.”
HANDOFF: “Hi, I have (customer name) on the line. You’re in good hands, I’m getting off the
line now.” (CLICK “Leave Conference Call”)
KNOCKOUT: “Unfortunately, I can’t help you past this point. I wish you the best of luck. Have
a great day.”
(END CALL)
MED BONUS TRANSFER: “Since you are on Medicare or Medicaid, are you currently receiving
any disability insurance?”
(If “YES”, SET FORM TO “MED” AND GO TO “MED BONUS TIME TO TALK”. IF NO, K.O.)
MED BONUS TIME TO TALK: “Got it! Do you have time right now to speak to a Licensed Agent
about affordable Medicare plans?”
(MUST BE YES – If YES, GO TO “MED BONUS”. IF NO, SET CALLBACK)
MED BONUS: “That’s Great, I am going to connect you to the department that specializes in
those products. One Moment Please.”
*HIT TRANSFER CALL*
(If they stop and ask for CB or say they don’t have time, DON’T FORCE THROUGH)
Small Talk If Transfer is taking longer than 10 seconds (Hold Music or Ringing):
Option 1) “I am still on the line with you, sounds like a busy day.”
Option 2) “The Agent will be with us shortly – I am staying with you until they answer.”
HANDOFF: “Hi, I have (customer name) on the line. You’re in good hands, I’m getting off the
line now.”
(CLICK “Leave Conference Call”)
