Objection Handling Guide
Dear team members,
Our main goal is not to convince people, but to wake the spark of
interest. In order to do this, we must do discoveries - ASK
QUESTIONS.
When you ask questions, you are addressing the right things.
It’s not just about value building, it’s about listening to the client and
hearing them out.
It is also very important to always ACKNOWLEDGE their objections!
Please check below some ideas on how to ask meaningful questions
that will lead to discoveries that you can use as advantage
ACA Method
Acknowledge first , Check second and Ask questions!
Do not forget to engage back into the script right after!
1 . Not INTERESTED OBJECTION
(#FirstName#) I understand deciding on life insurance can be
overwhelming and it’s natural to take time to consider your options.
Many clients feel the same, but taking even a small step now can
provide peace of mind and lock in better rates. With that in mind,
(#FirstName#), have you decided to postpone or do you have a policy
in place?
Decided to postpone :
I understand, (#FirstName#). It’s normal to want time to consider your
options.
1. Check
You know (#FirstName#) The younger and healthier you are,
the more affordable life insurance is. Securing a policy now
locks in lower premiums and avoids higher costs later.
2. Ask
Wouldn’t you agree it’s smart to take advantage of this now?
Let’s do a quick qualification to see your options.
Engage back into script: "I’ll guide you through the process
step by step.
Already have Policy in Place:
I understand, (#FirstName#). It’s great that you’ve already taken steps to
secure a policy.
1. Check
Many clients with existing policies find it beneficial to shop the
market. You might save money or improve your coverage with a
quick review.
2. Ask
"Wouldn’t you agree it’s worth verifying to see if you qualify for
better options? Let’s take a moment to check.
Engage back into script: I’ll guide you through the process
step by step.
Secondary Objection Handling points
1.’ No worries,There is no cost or obligation,it’s just information that we would like to
provide you,just so you can see what options we have,the prices,rates and benefits we can
offer,and this way you can compare it with the insurance that you aready have,or with
other optionson the market!
OR
“I totally understand that however, we would like present you what we can offer for no
obligation. We offer a variety of options and we’ll be more than happy to customize our
options based on your needs and budget. Maybe you can use our information for future
reference !!”
2. You can use this information for future references and in case you would like to add
something extra on top of your coverage option if you have one, at least you would know
what are the options our company has available at the moment.
3.'' We'd be able to provide you a personalized quote to your specific needs by our senior
advisors all on a simple phone call, which can also be sent via e-mail and used for future
reference.."
2. WRONG NUMBER OBJECTION
***““I apologize for the inconvenience then, I was looking for (#Clients name) because I
was about to follow up with them about our new options for tailoring a Life Insurance
quote, but since you’ve picked up I’m super happy that we are talking!
We actually offer a variety of insurance solutions, and I’d love to share some information
that might be useful to you or someone you know.
Engage back into the script'
3. HOW DID YOU GET MY INFO/number
[Client’s name]I definitely understand why you might want to be cautious,Your
information was shared with us because you had previously shown interest in any type of
insurance, on any social media platform through our ads.
And we at Specialty Life insurance work with trusted partners who help us connect with
people who may need our services.*Engage back into the script
OR
“[Client’s name], I completely understand why you’d want to be cautious. Your
information was shared with us because you had previously shown interest in insurance
on social media or through online ads. At Specialty Life Insurance, we work with
companies that help us connect with people who may benefit from our services. Let me
quickly confirm a few details so we can make sure this is relevant for you.” *Engage
back into the script
ONLY FOR CGRT4 (Dialer 2.0 LTs)
I see you recently applied for an auto loan through our partner,
LendingArch. Because of that, you've been pre-qualified for
exclusive rates on life insurance. It's a great opportunity to
protect yourself and your loved ones
( continue with the script)
[Link] AFFORD IT/ I DON’T HAVE MONEY/ I DON’T HAVE
A JOB
“I understand, the economy is not good and a lot of Canadians are struggling to make
ends meet! And (client’s name) this is actually exactly why we called you. Life Insurance
is not for wealthy people, it’s for people that need a legacy for their family, a way of
protecting them from a financial burden once they are gone.
And here’s what we can do:
We can provide you with a quote that you can save on your mail, and keep it for when
you’re ready.”*Engage back into the script''
[Link] OBJECTION
“Definitely we don’t want to waste your time, and this is why I wanted to have the
advisor join, because if we send you an email, it’s going to be a general quote, here in
SLI we devote special time and attention to all our clients, and we CUSTOMIZE the
quotes for them, that way our option ending up being a lot more inexpensive!"*Engage
back into the script''
[Link] ONLINE ARE TOO HIGH / EXPENSIVE
''I completely understand why you might feel like the prices online are too
expensive!Any information that you saw online would be generic/general. That is
why it would be beneficial for you to have a short discussion with one of our senior
advisors so that we can provide you with a personalized, proper, and relevant
quote- Based on your needs and budget''*Engage back into the script''
☎️ Why is your phone number showing up as SCAM:
[Link]/SCAM OBJECTION
''I completely understand why you might feel that [Link]’s smart to be cautious these
[Link] phone number appears this way as we use a Voice Over IP service, and the
displayed number varies depending on the server the call is routed from. This is a
standard industry practice and that’s why your phone may give you a warning''
SCAM objection( General one)
I completely understand why you might feel that [Link]’s smart to be cautious these days.
I'll be more than happy to provide you with some additional information regarding our
company. We are a legit Canadian-based company, with our headquarters located in
Concord Ontario, just North of Toronto ( close to Wonderland if you are familiar with the
area). We have been in business for about 14 years now and you can verify our
credentials directly on the Department of Insurance website for your province.*Engage
back into the script''
[Link] EXPECTING A CALL OBJECTION
"That’s completely understandable! I’m here to help you get a customized life insurance
quote based on your needs and budget which will be much more inexpensive that
anything we could’ve sent online. So to not waste too much of your time..*Engage back
into the script”
[Link]
''I completely understand your point of view[Client’s name]!The reason why we do not
leave any voicemails, is because due to Personal, Private and Sensitive information, we
do it with the best interest of protecting the privacy of our clients*Engage back into the
script''
[Link] FAMILY OBJECTION / I DON’T HAVE ANYONE / SUICIDAL
/MENTAL ISSUES RECORDS
[Client's Name]Many people feel life insurance is only for those with dependents.
Life insurance can still protect your financial legacy—covering final expenses, paying off
debts, or leaving a gift to a cause you care about. It also locks in low rates now, in case
your needs [Link]’t you agree it’s smart to have a plan in place for peace of
mind? Let’s explore some simple, affordable options? - Engage back into the script.
[Link] REVIEWS OBJECTION
''I completely understand your concern. Online reviews are an important consideration,
and we take customer feedback seriously. At Specialty Life, we are always striving to
improve our services and ensure our clients are well taken care of. We’d love the
opportunity to show you how we prioritize our clients and offer coverage options that
truly suit your needs.
So John , let me quickly verify your profile here *Engage back into the script
[Link] HAS BEEN REJECTED IN THE PAST BY OTHER COMPANIES
OBJECTION
“I apologise for that [Client’s name]. We offer guaranteed coverage options, and no
medical exams are involved in any of our policies. Even if you've been declined
insurance before we still can help get you qualified.*Engage back into the script ”
[Link]’T AGREE FOR THE CALL TO BE RECORDED OBJECTION/recording
“[Client’s name] I completely understand your point of view and why you would not like
the call to be [Link] time your voice is recorded, it’s understandable that there are
privacy concerns, especially when you’re recorded talking about personal life and health
circumstances. You can rest assured that these concerns have been considered. *Engage
back into the script “
[Link]’T WANT TO PROVIDE/VERIFY THE INFORMATION
“I totally understand and respect your point of view [Client’s name]. In order for us to
assist you properly today, it would be extremely important to verify these details. When it
comes to life insurance, age and other factors are essential factors so that's why we have
to make sure that the information we have on our end is correct, thank you for
understanding “
If they act difficult, do your very best and sound as firm and assertive as possible because if they
refuse to verify the date of birth, we cannot transfer them.
[Link], health, auto and dental Insurance( all that we don’t
offer)
'I apologise[Client’s name], we don’t offer any of those products..... However, we do
offer affordable life insurance options and with just couple minutes of your time we can
present you with a customized quote at no [Link] offer a couple different
coverage options and we’ll be more than happy to help you choose the solution that cover
your needs”
[Link]-CUSTOMERS THAT ARE DISQUALIFIED-How to let them know
Thank you so much for your interest, however we don’t have
any available products for you at this time. Once we do have,
we’ll be more than happy to reach [Link] we do have, we’ll
be more than happy to reach [Link] you and do enjoy the
rest of your day”
17.I HAVEN’T MADE ANY INQUIRY - REQUEST was not me/ was not a
family member who did this /I’m the only person that has
access to my phone)
[Client’s Name], and I appreciate you taking a moment to speak with me."
2. Check & Clarify
"I do have your name here as [First Name, Last Name] and your date of birth as
[MM-DD-YYYY]. It’s possible that a loved one or spouse inquired on your behalf. Does
that sound familiar?"
If they say NO:
"I understand, [Client’s Name]. Our priority is to provide valuable information to
individuals who may benefit from this type of [Link] me ask—do you have a plan
in place to ensure your family doesn’t have to pay out of pocket for final expenses?"
*If they say NO, handle it as a Secondary Objection Point)*
Policy in Place:
I understand, (#FirstName#). It’s great that you’ve already taken steps to secure a policy.
1. Check
Many clients with existing policies find it beneficial to shop the market. You might save
money or improve your coverage with a quick review.
2. Ask
"Wouldn’t you agree it’s worth verifying to see if you qualify for better options? Let’s
take a moment to check.
*Engage back into the script.
18. Just provide me with a price
I completely understand that [Client’s name]and that’s the reason for the call!
Let me complete your profile here so that we can customize the life insurance quote
based on your needs and budget . So to not waste any much of your time - *Revert back
to the script …
19. HOW LONG WILL it tAKE
Thank you for asking that [Client’s name]!
It’s going to take as long as you want it to [Link] on how many questions you
have for the advisor.
20. I have insurance thru work
“That’s great and this is exactly why I wanted to speak to you, it’s good to have this part
covered, but we need to have a plan B in case we switch jobs, or something happens to us
and we’re not even aware what our policy covers. So what we can do for you, is we can
customize a free quote for you with all the things you want to be covered for, this way
you can check the policy you have and compare whether it really satisfies your needs and
whether it will be able to protect your family the way you want to”
21. I am shopping around with other companies
I totally understand John,we called to present you some quotes with no obligation at all.
At least you can compare our products with what other companies have to offer.
22. Who are your providers/partners ?
Our underwriter is Humania. One of the oldest life insurance companies in Canada. Has
been in business for the past 150 years.
23. What is this call about ?
“I understand your concerns [Client’s name].We called you because we realize that a lot
of Canadians have no idea that they can save a lot of money by tailoring the policy
themselves, including what they need and just excluding what they think they don’t need
from the policy. Did you know you can customize your own policy?”
So all we have to do is .. ( continue with the script)
OR
“I completely understand, [Client’s name]. The reason I’m calling is that many Canadians
don’t realize they can adjust a policy to fit their needs. That means removing coverage
they do not use, keeping what really matters, and often lowering the cost. It gives you
more control and usually saves money. To make sure I have the right information for you,
let me just confirm a couple of quick details.”
24. Do i already have life insurance policy with
you ?
It’s great that you have already taken steps to secure a policy!
This is exactly why we called you - to check what’s going on with your policy and
whether you need any upgrades, disregarding of the provider, I actually have an advisor
that is licensed in your province ready to assist with this, and examine everything with
you, I guarantee it will be helpful
25. I have lot of money and i don’t need life
insurance.
I’ve heard this from many clients actually [Client's Name], and during the conversations
with all of them what we spoke about mostly is that having a lot of cash is great, and life
insurance can help diversify your financial plan, because It’s another layer of protection
that can work alongside your investments and savings to give you even more flexibility
and security in the future.
And also, it’s a safeguard against inflation - because even with a lot of cash, inflation can
erode the value of money over time. Life insurance provides a fixed death benefit that
won’t lose value due to inflation, so it acts as a stable asset that helps protect your
family’s financial future.
26. I don’t want to be transferred
I completely understand, [Client's Name]. No one likes feeling passed around, and
your time is important
I am here to just see if you’re qualified for our product , and then I'll bring in a
licensed advisor for you province to provide you with a free quote.
27. I am busy,give me a callbACK
I completely understand your time is valuable
This will only take a couple of minutes, I’d love to show you what we’re offering and see
what benefits you may qualify for. *Engage back in the script*