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United Healthcare Outbound Telemarketing “SignatureValueTM Alliance” Agent Script - Direct UHC #0001 3/25/13
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“Alliance” – SOFT SELL TELEMARKETING SCRIPT OPENING: AGENT:
Hello, (PROSPECT First Name). This is _____________ , on behalf of United Healthcare Insurance … and right now, you can take advantage of an exclusive new group health care plan that gives members access to TOP-TIER doctors –-- AND --- at rates close to what you’re paying now…
PROSPECT:
Answers “YES”: Go to “CLOSER I”; Doesn’t know: Continue TO PART I; Answers “NO”: Continue to “PART I”
PART I: AGENT:
The plan is called SignatureValueTM Alliance, and the thing everyone is raving about is that it lets members see elite doctors and specialists for a remarkably modest rate. Here’s how it works: members visit one of the topdocs in this the network and that doc COLLABORATES with other physicians in the group. Together, they develop the best possible course of action. Patients literally have THE BEST MINDS IN MEDICINE working on their treatment. They receive the highest quality care coordinated by the doctors who know them best. And because the network uses a state-of-the-art information system, docs can access real-time updates about their shared patient. The result is great care at a great price. That’s all anyone wants, right?
PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue TO PART II;
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:27 PM
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United Healthcare Outbound Telemarketing “SignatureValueTM Alliance” Agent Script - Direct UHC #0001 3/25/13
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Negative Response or Asks Question: Go to “OFF SCRIPT” PART II: AGENT:
…you should know that this top-doc network is EXPANSIVE, too. Members can choose from over 38,000 physicians and specialists at more than 115 hospitals right now. And they’re adding more every day. But the ONE THING we always hear members say is that they are SUPER impressed with the quality, of care they’re receiving. Many employees also enjoy the EXTRAS that are tossed in, too… like nutrition classes, smoking cessation programs, and stress management seminars – ALL included for FREE in the SignatureValueTM Alliance plan.
PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue to “PART III”; Negative Response/Asks Question: Go to “OFF SCRIPT”
PART III: AGENT:
In addition to the outstanding doctors available, there are some useful member perks baked in, too. For example, each employee can use an array of online tools to see their medical histories anywhere there’s a computer… … they also get FREE personalized health reports, based on their claims history – it’s kinda like their own individual health report card that shows them where they’re doing well and where they need to step it up. And, each employee is entitled to a FREE annual
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:27 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “SignatureValueTM Alliance” Agent Script - Direct UHC #0001 3/25/13
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check-up – really makes it hard NOT TO BE healthy. …which I guess is the whole point. A healthy employee has fewer claims and is more productive. So the low premiums save you money in the short term, and down the road. So everybody WINS. The only catch, yeah, there’s always that the sign-up window only lasts a days. So let me put you through to a Advisor right now and get you set up one second… PROSPECT:
a catch, is few more Counsel today… Just
Positive Response: Go to “CLOSER I”; Neutral Response: Continue to “CLOSER II”; Negative Response/Asks Question: Go to “OFF SCRIPT”
OFF SCRIPT I: AGENT:
[NOTE: Begin with “Again” if the PROSPECT goes off script more than once] I’m sorry, I’m not the expert in that area, so I can’t really say. The person who WOULD KNOW is one of our senior benefits advisors --- let me get them for you and we’ll see if they can answer that for you. They can also give you some more details about the SignatureValueTM Alliance that I might have left out…
PROSPECT:
Positive Response: Go to “CLOSER I”; Negative Response: Go to “CLOSER III”
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:27 PM
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United Healthcare Outbound Telemarketing “SignatureValueTM Alliance” Agent Script - Direct UHC #0001 3/25/13
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CLOSER I: AGENT:
Ok, great… I see one of our benefits experts is available right now, and they can tell you a little more about the network and explain how much money you could save. It was nice talking with you. … [CONNECT TO COUNSEL ADVISOR]
CLOSER II: AGENT:
I see one of our experts is available right now, let me get them for you so you can at least find out how much you stand to save every month… [CONNECT TO COUNSEL ADVISOR]
CLOSER III: AGENT:
I’m sorry I couldn’t be more helpful. Please keep United Healthcare in mind and let us know if there’s anything we can do for you in the future. Thanks for your time. Have a great day. Good-bye.
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:27 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “RAF Guarantee” Agent Script UHC #0001 3/25/13
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“RAF Guarantee” – SOFT SELL TELEMARKETING SCRIPT OPENING:
Hello, (PROSPECT First Name). This is _____________ , on behalf of United Healthcare Insurance… I’m calling you today because I know you’d like to save your company money on your health insurance premiums every month.
PROSPECT:
Answers “YES”: Go to “CLOSER I”; Neutral/No Response: Continue TO PART I; Answers “NO”: Continue to “PART I”
PART I: AGENT:
Well if you’re like most smart business owners, one of your main concerns is “SAVING MONEY” ---- and that’s exactly what United Healthcare’s Risk Adjustment Factor Guarantee does for you. It’s an automatic “DISCOUNT” of up to 10% for new group enrollees whose employees are healthy and make an effort to stay that way. I mean, it simply doesn’t makes sense to pay the same rate for employees who take care of themselves, eat right, exercise and stay out of the doctor’s office, as you do for the guy who has, well --- less discipline?
PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue TO PART II; Negative Response or Asks Question: Go to “OFF SCRIPT”
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:34 PM
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United Healthcare Outbound Telemarketing “RAF Guarantee” Agent Script UHC #0001 3/25/13
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PART II: AGENT:
…well a lot of small companies, like yours, that we’ve been talking to, are saying that it’s simply not good business to leave money on the table like that. And the other thing they Healthcare is that their a timely manner, there’s physicians, there’s live of online services.
love about United claims are always paid in a large network of phone support and loads
If you have just one more second, I can grab one of our Benefits Advisors and you can see if this new benefit from United Healthcare would be a good fit with your company, too. PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue to “PART III”; Negative Response/Asks Question: Go to “OFF SCRIPT”
PART III: AGENT:
You know, we’ve found that smaller businesses are the ones who save the most from this type of discount. Your employees tend to be self-starters who are more health conscious and more forward thinking… which is probably why you hired them in the first place. But again, you shouldn’t have to pay full fare for these model employees. They should get some kind of preferred treatment… And so should you. And the sooner you act, the more you can save… So if you’ll hold on, I’ll have one of our benefits advisors hop on and give you some more details – and if you’re ready, you can get set up today and start
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:34 PM
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United Healthcare Outbound Telemarketing “RAF Guarantee” Agent Script UHC #0001 3/25/13
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saving right away. Either way, you decide, I’ll put them through right now… PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral Response: Continue to “CLOSER II”; Negative Response/Asks Question: Go to “OFF SCRIPT”
OFF SCRIPT I: AGENT:
[NOTE: Begin with “Again” if the PROSPECT goes off script more than once] I’m sorry, I’m not the expert in that area, so I can’t really say. The person who WOULD KNOW is one of our senior benefits advisors --- let me get them for you and we’ll see if they answer that for you. They can also tell you more about the RISK ADJUSTMENT FACTOR GUARANTEE.
PROSPECT:
Positive Response: Go to “CLOSER I”; Negative Response: Go to “CLOSER III”
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:34 PM
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United Healthcare Outbound Telemarketing “RAF Guarantee” Agent Script UHC #0001 3/25/13
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CLOSER I AGENT:
Ok, great… I see one of our benefits experts is available right now, I’ll put them on the line and they can explain how much you stand to save with United Healthcare’s Risk Adjustment Factor Guarantee. Here they are… [CONNECT TO COUNSEL ADVISOR]
CLOSER II AGENT:
I see one of our experts is available right now, let me get them for you so you can at least find out how much you stand to save every month… [CONNECT TO COUNSEL ADVISOR]
CLOSER III AGENT:
Ok, well I’m sorry I couldn’t be more helpful. Please keep United Healthcare in mind and please let us know if there’s anything we can do for you in the future. Thanks for your time. Have a great day. Good-bye.
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:34 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “Free Review” Agent Script UHC #0001 3/25/13
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“FREE REVIEW” – SOFT SELL TELEMARKETING SCRIPT OPENING: AGENT:
Hello, (Client First Name). This is _____________ , on behalf of United Healthcare Insurance … and I’m calling to let you know that your company is eligible for a FREE HEALTH INSURANCE BENEFITS REVIEW. And basically, what that is, is a detailed analysis of your employee’s current benefits package done by a licensed United Healthcare benefits expert – and it’s absolutely NO COST TO YOU.
CLIENT:
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue TO PART I; Negative Response or Asks Questions: Go to “OFF SCRIPT”
PART I: AGENT:
…well, and just so you know, some of the other CEOs we’ve been talking to, whose companies have been through the review, have found they’re either way overpaying for their current coverage or that they’ve got benefits in their plans that no one uses. But, really the beauty of this FREE REVIEW is that it helps spell out pretty much everything you need to know about all the new Health Care Reform changes and what they mean for your company. Like, for example, NOT BEING reform-compliant by January FIRST 2014 –- THAT ALONE -- could cost you up to 50 or 60 percent more in premiums every month. And I gotta tell you, that one’s sneaking up on a lot of people…
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:24 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “Free Review” Agent Script UHC #0001 3/25/13
CLIENT:
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Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue to “PART II”; Negative Response or Asks Questions: Go to “OFF SCRIPT”
PART II: AGENT:
Yeah, you know, we’ve found that this quick review is really a smart way for companies to do a little reality check and see if you’re on track for the new reform changes --- and potentially save some money on premiums in the process --- and again it’s absolutely no cost to you, so there’s nothing to risk on your part. The only catch, yeah, there’s always that the sign-up window only lasts a days. So let me put you through to a Advisor right now and get you set up one second…
CLIENT:
a catch, is few more Counsel today… Just
Positive Response: Go to “CLOSER I”; Neutral Response: Continue to “CLOSER II”; Negative Response or Asks Questions: Go to “OFF SCRIPT”
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:24 PM
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OFF SCRIPT I: AGENT:
[NOTE: Begin with “Again” if the CLIENT goes off script more than once] I’m sorry, I’m not the expert in that area, so I can’t really say. The person who WOULD KNOW is one of our senior benefits advisors --- let me get them for you and we’ll see if they can answer that for you. They can also tell you more about the FREE BENEFITS REVIEW and even figure out how much you could be saving every month...
CLIENT:
Positive Response: Go to “CLOSER I”; Negative Response: Go to “CLOSER III”
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:24 PM
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United Healthcare Outbound Telemarketing “Free Review” Agent Script UHC #0001 3/25/13
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CLOSER I: AGENT:
Ok, great… I see one of our benefits experts is available right now, let me get them for you; it was nice talking with you. … [CONNECT TO COUNSEL ADVISOR]
CLOSER II: AGENT:
I see one of our experts is available right now, let me get them for you so you can at least find out if your company is reform-compliant and, of course, see if there’s any way to save you guys some money… [CONNECT TO COUNSEL ADVISOR]
CLOSER III: AGENT:
I’m sorry I couldn’t be more helpful. Please keep United Healthcare in mind and please let us know if there’s anything we can do for you in the future. Thanks for your time. Have a great day. Good-bye.
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:24 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “SignatureValueTM Alliance” Agent Script UHC #0001 3/25/13
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“Alliance” – SOFT SELL TELEMARKETING SCRIPT OPENING: AGENT:
Hello, (PROSPECT First Name). This is _____________, on behalf of United Healthcare Insurance… and I’m calling to tell you about a brand-new benefit that lets your employees see TOP-TIER doctor –-- at NO ADDITIONAL CHARGE… Small businesses, like yours, love this new plan because it gives employees highest-quality care, while staying well within your healthcare budget. And that not only saves your company money now and down the road…
PROSPECT:
Answers “YES”: Go to “CLOSER I”; Doesn’t know: Continue TO PART I; Answers “NO”: Continue to “PART I”
PART I: AGENT:
The plan is called SignatureValueTM Alliance, and the feature that sets it apart from just about every other healthcare plan out there is that it lets members select elite doctors and specialists for a remarkably modest rate. Here’s how it works: members visit one of the top-docs in this exclusive network and that doc COLLABORATES with other physicians in the group. Together, they develop the best possible course of action. Patients literally have THE BEST MINDS IN MEDICINE caring for them. They receive the highest quality care coordinated by the doctors who know them best. And because the network uses a state-of-the-art information system, docs can access real-time updates about their shared patient. The result is great care at a great price. That’s what good healthcare should
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:27 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “SignatureValueTM Alliance” Agent Script UHC #0001 3/25/13
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be, right? PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue TO PART II; Negative Response or Asks Question: Go to “OFF SCRIPT”
PART II: AGENT:
…and this top-doc network is EXPANSIVE, too. Members can choose from over 38,000 physicians and specialists at more than 115 hospitals right now. And they’re adding more every day. The ONE THING we always hear members say is that they are SUPER impressed with the quality of care they’re receiving. But they also enjoy the EXTRAS that are tossed in, too… like nutrition classes, smoking cessation programs, and stress management seminars – ALL included for FREE in the SignatureValueTM Alliance plan.
PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue to “PART III”; Negative Response/Asks Question: Go to “OFF SCRIPT”
PART III: AGENT:
In addition to the outstanding doctors available, there are some useful member perks baked in, too. . For example, each employee can use an array of online tools to see their medical histories anywhere there’s a computer… … they also get FREE personalized health reports, based on their claims history – it’s kinda like their own individual health report card that shows
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:27 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “SignatureValueTM Alliance” Agent Script UHC #0001 3/25/13
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them where they’re doing well and where they need to step it up. And, each employee is entitled to a FREE annual check-up – really makes it hard NOT TO BE healthy. …which I guess is the whole point. A healthy employee has fewer claims and is more productive. That saves you money in the short term, and down the road. So everybody WINS. The only catch, yeah, there’s always that the sign-up window only lasts a days. So let me put you through to a Advisor right now and get you set up one second… PROSPECT:
a catch, is few more Counsel today… Just
Positive Response: Go to “CLOSER I”; Neutral Response: Continue to “CLOSER II”; Negative Response/Asks Question: Go to “OFF SCRIPT”
OFF SCRIPT I: AGENT:
[NOTE: Begin with “Again” if the PROSPECT goes off script more than once] I’m sorry, I’m not the expert in that area, so I can’t really say. The person who WOULD KNOW is one of our senior benefits advisors --- let me get them for you and we’ll see if they can answer that for you. They can also give you some more details about the SignatureValueTM Alliance that I might have left out…
PROSPECT:
Positive Response: Go to “CLOSER I”; Negative Response: Go to “CLOSER III”
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:27 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “SignatureValueTM Alliance” Agent Script UHC #0001 3/25/13
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CLOSER I: AGENT:
Ok, great… I see one of our benefits experts is available right now, and they can explain how much money you could save. It was nice talking with you. … [CONNECT TO COUNSEL ADVISOR]
CLOSER II: AGENT:
I see one of our experts is available right now, let me get them for you so you can at least find out how much you stand to save every month… [CONNECT TO COUNSEL ADVISOR]
CLOSER III: AGENT:
I’m sorry I couldn’t be more helpful. Please keep United Healthcare in mind. And please let us know if there’s anything we can do for you in the future. Thanks for your time. Have a great day. Good-bye.
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:27 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “Free Review” Agent Script - Direct UHC #0001 3/25/13
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“FREE REVIEW” – DIRECT SELL TELEMARKETING SCRIPT OPENING: AGENT:
Hello, (Client First Name). This is _____________ , on behalf of United Healthcare Insurance and I’ve got some good news for you: YOU CAN RECEIVE A DETAILED HEALTH INSURANCE BENEFITS REVIEW, right now and it’s absolutely FREE. The ONLY catch, yeah, there’s always that the sign-up window only lasts a days. So let me put you through to a Advisor right now and get you set up one second
CLIENT:
a catch, is few more Counsel today… Just
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue TO PART I; Negative Response or Asks Questions: Go to “OFF SCRIPT”
PART I: AGENT:
…well, you know, other CEOs we’ve talked to, who’ve taken advantage of this FREE REVIEW, have been stunned to find out they’re hemorrhaging money by either overpaying for coverage or for by including benefits that no one uses. And a nice little perk on top of that is that the review spells out what you need to know about how Health Care Reform impacts them. For example, NOT BEING reform-compliant by January FIRST 2014 –- could cost you up to 60 percent more in
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:26 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “Free Review” Agent Script - Direct UHC #0001 3/25/13
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premiums every month. That one’s going to shock a lot of people… CLIENT:
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue to “PART II”; Negative Response or Asks Questions: Go to “OFF SCRIPT”
PART II: AGENT:
Of course, no one’s been through these kind of sweeping changes before, so this quick review is proving to be a great reality check for smaller companies. So find out if you’re on track for the new reform changes --- before it’s too late --- and you could discover some ways to save some money in the process -- and again it’s absolutely no cost to you, so there’s nothing to risk on your part.
CLIENT:
Positive Response: Go to “CLOSER I”; Neutral Response: Continue to “CLOSER II”; Negative Response or Asks Questions: Go to “OFF SCRIPT”
OFF SCRIPT I: AGENT:
[NOTE: Begin with “Again” if the CLIENT goes off script more than once] I’m sorry, I’m not the expert in that area, so I can’t really say. The person who WOULD KNOW is one of our senior benefits advisors --- let me get them for you and we’ll see if they can answer that for you.
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:26 PM
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United Healthcare Outbound Telemarketing “Free Review” Agent Script - Direct UHC #0001 3/25/13
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They can also tell you more about the FREE BENEFITS REVIEW and even figure out how much you could be saving every month... CLIENT:
Positive Response: Go to “CLOSER I”; Negative Response: Go to “CLOSER III”
CLOSER I: AGENT:
Ok, great… I see one of our benefits experts is available right now, let me get them for you, it was nice talking with you. … [CONNECT TO COUNSEL ADVISOR]
CLOSER II: AGENT:
I see one of our experts is available right now, let me get them for you so you can at least find out if your company is reform-compliant and, of course, see if there’s any way to save you guys some money… [CONNECT TO COUNSEL ADVISOR]
CLOSER III: AGENT:
I’m sorry I couldn’t be more helpful. Please keep United Healthcare in mind and let us know if there’s anything we can do for you in the future. Thanks for your time. Have a great day. Good-bye.
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:26 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “Packaged Savings” Agent Script - Direct UHC #0001 3/25/13
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“PACKAGED SAVINGS” – DIRECT SELL TELEMARKETING SCRIPT OPENING: AGENT:
Hello, (PROSPECT First Name). This is _____________ , calling on behalf of United Healthcare Insurance … and I’m going to give you three good reasons to switch your healthcare plan today… FIRST: You can save a small fortune with our new “Bundled Benefits” program SECOND: By using the Bundled Benefits program, you’ll actually get CREDIT BACK every month, and THIRD: This is a unique offering only from United Healthcare, you simply won’t find a plan like this anywhere else on the market. The only catch is that the sign-up window only lasts a few more days. So let me put you through to a Counsel Advisor right now and get you set up today… Just one second…
PROSPECT:
Answers “YES”: Go to “Closer I”; Doesn’t know: Continue TO PART I; Answers “NO”: Continue to “PART I”
PART I: AGENT:
Ok, let me put it this way, bundling healthcare benefits is a flat out money-saver. Now, I know you’re busy, so here’s what it’s all about: When insurance products like vision… dental…life…and
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:25 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “Packaged Savings” Agent Script - Direct UHC #0001 3/25/13
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disability… are “BUNDLED,” it lets us streamline the administrative side of things, resulting in LOWER MONTHLY PREMIUMS FOR YOUR BUSINESS. PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue TO PART II; Negative Response or Asks Question: Go to “OFF SCRIPT”
PART II: AGENT:
…yeah, well a lot of the other companies we’ve been talking to, who are about the same size as you guys, have found that paying with a traditional “À LA CARTE” style and is costing them a fortune. But the ability to “BUNDLE” policies, save some money and still get the products, friendly service and quality coverage you want is the wave of the future. You see everyone from banks to cable companies bundling their products now-a-days because it makes economic sense to do so. Let’s see if this program is right for you, shall we?
PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue to “PART III”; Negative Response/Asks Question: Go to “OFF SCRIPT”
PART III:
Ok one more thing I want to mention, and frankly, it’s something I’ve never seen before in an insurance product – CREDITS. That’s right, WE PAY YOU. For example, if you were to get Vision and Dental from United Healthcare, you’d get roughly a $5 credit PER EMPLOYEE back every month.
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:25 PM
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And more policies you have, the bigger your CASH BACK CREDIT is every month. It truly is a smarter way for small businesses to approach healthcare.
PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral Response: Continue to “CLOSER II”; Negative Response/Asks Question: Go to “OFF SCRIPT”
OFF SCRIPT I: AGENT:
[NOTE: Begin with “Again” if the PROSPECT goes off script more than once] I’m sorry, I’m not the expert in that area, so I can’t really say. The person who WOULD KNOW is one of our senior benefits advisors --- let me get them for you and we’ll see if they can answer that for you. They can also tell you more about how much you could be saving every month by switching to bundled benefits.
PROSPECT:
Positive Response: Go to “CLOSER I”; Negative Response: Go to “CLOSER III”
CLOSER I:
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:25 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “Packaged Savings” Agent Script - Direct UHC #0001 3/25/13
AGENT:
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Ok, great… I see one of our benefits experts is available right now, and they can explain how much money you could save. It was nice talking with you. … [CONNECT TO COUNSEL ADVISOR]
CLOSER II: AGENT:
I see one of our experts is available right now, let me get them for you so you can at least find out how much you stand to save every month and, of course, what kind of cash-back credits you’d be looking at each month… [CONNECT TO COUNSEL ADVISOR]
CLOSER III: AGENT:
I’m sorry I couldn’t be more helpful. Please let us know if there’s anything we can do for you in the future, and please keep United Healthcare in mind. Thanks for your time. Have a great day. Good-bye.
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:25 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “Packaged Savings” Agent Script UHC #0001 3/25/13
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“PACKAGED SAVINGS” – SOFT SELL TELEMARKETING SCRIPT OPENING: AGENT:
Hello, (PROSPECT First Name). This is _____________ , on behalf of United Healthcare Insurance … and I’m calling to let you know that your company now qualifies for a new bundled benefits program, from United Healthcare -- it’s designed to help small businesses, like yours, save money --- A-N-D, best of all, it can actually pay you CASH BACK. Can I ask, does your current healthcare provider offer you any kind of cash back credits right now?
PROSPECT:
Answers “YES”: Go to “PART II”; Doesn’t know: Continue TO PART I; Answers “NO”: Continue to “PART I”
PART I: AGENT:
Yeah, not many do, which is what makes this program so popular with CEOs – it’s a flat out money-saver. Now, I want to be respectful of your time, so here’s a 2-second snapshot of how the program works: Basically, when you “BUNDLE” insurance products like vision… dental…life…and disability… with United Healthcare, it allows us streamline everything under a single account -- and the result is more personal service, less red tape, reduced processing costs and, best of all, LOWER MONTHLY PREMIUMS FOR YOUR BUSINESS.
PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue TO PART II;
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:24 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “Packaged Savings” Agent Script UHC #0001 3/25/13
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Negative Response or Asks Question: Go to “OFF SCRIPT” PART II: AGENT:
…yeah, well a lot of the other companies we’ve been talking to, who are about the same size as you guys, have found that paying through the traditional “À LA CARTE” style and is costing them a fortune. But the ability to “BUNDLE” policies, save some money and still get the products, friendly service and quality coverage you want is the wave of the future. You see everyone from banks to cable companies bundling their products now-a-days. The bottom line is -- if we know going-in that it’s a pre-packaged set of policies, we can streamline the process, reduce administrative costs, and in turn, roll the savings along to you.
PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue to “PART III”; Negative Response/Asks Question: Go to “OFF SCRIPT”
PART III:
Yeah, well, what folks are saying they like most, and -- really have never seen before -- is the CREDITS they get back every month. For example, if you were to get Vision and Dental from United Healthcare, you’d get roughly a $5 credit PER EMPLOYEE back every month. And the best part is, the more employees you have in the plan, the bigger your CASH BACK CREDIT is every month. It truly is a smarter way to provide healthcare for your employees. The only catch, yeah, there’s always a catch, is that the sign-up window only lasts a few more days. So let me put you through to a Counsel
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:24 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “Packaged Savings” Agent Script UHC #0001 3/25/13
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Advisor right now and get you set up today… Just one second… PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral Response: Continue to “CLOSER II”; Negative Response/Asks Question: Go to “OFF SCRIPT”
OFF SCRIPT I: AGENT:
[NOTE: Begin with “Again” if the PROSPECT goes off script more than once] I’m sorry, I’m not the expert in that area, so I can’t really say. The person who WOULD KNOW is one of our senior benefits advisors --- let me get them for you and we’ll see if they can answer that for you. They can also tell you more about how much you could be saving every month by switching to bundled benefits.
PROSPECT:
Positive Response: Go to “CLOSER I”; Negative Response: Go to “CLOSER III”
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:24 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “Packaged Savings” Agent Script UHC #0001 3/25/13
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CLOSER I: AGENT:
Ok, great… I see one of our benefits experts is available right now, I’ll put them on the line and they can explain how much money you could save. It was nice talking with you. … [CONNECT TO COUNSEL ADVISOR]
CLOSER II: AGENT:
I see one of our experts is available right now, let me get them for you so you can at least find out how much you stand to save every month and, of course, what kind of cash-back credits you’d be looking at each month… [CONNECT TO COUNSEL ADVISOR]
CLOSER III: AGENT:
I’m sorry I couldn’t be more helpful. Please keep United Healthcare in mind and let us know if there’s anything we can do for you in the future. Thanks for your time. Have a great day. Good-bye.
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:24 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “RAF Guarantee” Agent Script - Direct UHC #0001 3/25/13
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“RAF Guarantee” – DIRECT SELL TELEMARKETING SCRIPT OPENING:
Hello, (PROSPECT First Name). This is _____________ , on behalf of United Healthcare Insurance… I’m calling to invite you to switch health insurance companies today. I know that’s a lot to ask, but if you seriously want save money on your health insurance premiums every month, well that’s exactly what United Healthcare can do for you. Are you ready to get started…
PROSPECT:
Answers “YES”: Go to “CLOSER I”; Neutral/No Response: Continue TO PART I; Answers “NO”: Continue to “PART I”
PART I: AGENT:
Well you have to admit that, like most CEOs, one of your main concerns is your company’s “BOTTOM LINE” ---- and United Healthcare is here to help. For example, our Risk Adjustment Factor Guarantee is an automatic “DISCOUNT” of up to 10% for new group enrollees whose employees are healthy and make an effort to stay that way. I mean, it simply doesn’t makes sense to pay the same rate for employees who take care of themselves, eat right, exercise and stay out of the doctor’s office, as you do for the guy who has, well --- less discipline?
PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue TO PART II;
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:28 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “RAF Guarantee” Agent Script - Direct UHC #0001 3/25/13
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Negative Response or Asks Question: Go to “OFF SCRIPT” PART II: AGENT:
…well a lot of small companies, like yours, that we’ve been talking to, are saying that it’s simply not good business to leave money on the table like that. And the other thing they Healthcare is that their a timely manner, there’s physicians, there’s live of online services.
love about United claims are always paid in a large network of phone support and loads
If you have just one more second, I can grab one of our Benefits Advisors and get you switched over today. PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral/No Response: Continue to “PART III”; Negative Response/Asks Question: Go to “OFF SCRIPT”
PART III: AGENT:
You know, we’ve found that smaller businesses are the ones who save the most from this type of discount. Your employees tend to be self-starters who are more health conscious and more forward thinking… which is probably why you hired them in the first place. But again, you shouldn’t have to pay full fare for these model employees. They should get some kind of preferred treatment… And so should you. And the sooner you act, the more you can save… So if you’ll hold on, I’ll have one of our benefits
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:28 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “RAF Guarantee” Agent Script - Direct UHC #0001 3/25/13
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advisors hop on and get you switched over, I’ll put them through right now… PROSPECT:
Positive Response: Go to “CLOSER I”; Neutral Response: Continue to “CLOSER II”; Negative Response/Asks Question: Go to “OFF SCRIPT”
OFF SCRIPT I: AGENT:
[NOTE: Begin with “Again” if the PROSPECT goes off script more than once] I’m sorry, I’m not the expert in that area, so I can’t really say. The person who WOULD KNOW is one of our senior benefits advisors --- let me get them for you and we’ll see if they answer that for you. They can also tell you more about the RISK ADJUSTMENT FACTOR GUARANTEE.
PROSPECT:
Positive Response: Go to “CLOSER I”; Negative Response: Go to “CLOSER III”
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:28 PM
Client: Project: Version: Element: Job: Date:
United Healthcare Outbound Telemarketing “RAF Guarantee” Agent Script - Direct UHC #0001 3/25/13
Draft: Page:
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CLOSER I AGENT:
Ok, great… I see one of our benefits experts is available right now, I’ll put them on the line and they can explain how much you stand to save with United Healthcare’s Risk Adjustment Factor Guarantee. Here they are… [CONNECT TO COUNSEL ADVISOR]
CLOSER II AGENT:
I see one of our experts is available right now, let me get them for you so you can at least find out how much you stand to save every month… [CONNECT TO COUNSEL ADVISOR]
CLOSER III AGENT:
Ok, well I’m sorry I couldn’t be more helpful. Please keep United Healthcare in mind and please let us know if there’s anything we can do for you in the future. Thanks for your time. Have a great day. Good-bye.
Brian Jones. • 8909 South Leavitt • Chicago, IL 60643 • Phone: (773) 480.1023 • Fax: (425) 940.4101 Completed: 11:28 PM