Max Life Way of Selling - V1.6

© Max Skill First Limited Max Life Way of Selling V1.
0_19 1
Max Life Story
WE ARE A RELIABLE FINANCIAL ORGANIZATION
 We are an Indian Life Insurance Company with a joint venture with Mitsui
Sumitomo, one of the world’s largest general insurers
 INR 4250 Crore of New Business and INR 14,000 Crore of Total Premium annually
 Over 2 decades of presence in Life Insurance industry in India
WE ARE A FINANCIALLY SOLID ORGANIZATION
 Asset Under Management – INR 60,000 Cr and growing by 14% YOY

 275% Solvency Ratio against 150% prescribed by IRDAI
 Consecutive 7 years of generating profits
WE ARE A TRUSTED BRAND
 41 lac plus active Customers

 INR 6 lac crore of Sum Assured
 INR 3700 Crores of Claims paid till date
WE HAVE A PAN INDIA FOOTPRINT
 300+ Offices across India

 40,000+ Advisors
 Multi-channel distribution to help reach
customers easily
We deliver PEACE OF MIND to our customers
 Max Life is “No.1” in Claim Settlement in

INDIA
 Best in Conservation Ratio
© Max Skill First Limited Max Life Way of Selling V1.0_19 2

Introduction to Max Life Way of Selling
Max Life way of selling is a 6 step powerful process.
Prospecting
01
Referred Leads Approach

06 02
The Sales
Cycle
Problem
Decision 05 03
04
Solution
Sales process has 3 phases:
Pre Sales The stage when you look for prospects and approach them telephonically.
During Sales The stage when you recommend life insurance solution basis the identified
needs of the prospect and close the sale.
Post Sales The stage when you collect referred leads, service the clients and review their
progress periodically.
This program is designed to equip you with the Max Life way of Selling.

Pre Sales
Step 1 - Prospecting
Prospecting is the process of continuous search for people who have potential to purchase
life insurance, when presented with an appropriate solution.
Sources of Prospecting:
To succeed in life insurance business, which out of these sources should a seller focus on?
 Natural Market
 Referral Market
Approaching Natural Market prospects is easier because they are:

 Easy to approach to get started
 Known to you and trust you
 Easy to present solution as you know the basic details
 Keen to see your progress thus will give you enough opportunity to apply your
learning
 Willing to give referrals to help you expand your business
Approaching Referral market ensures continued success because:

 The probability of getting appointments using a Referee’s name is high
 Referral market is unlimited
 It is easy to qualify a name using NOPP
 The prospect quality is better as compared to cold market
 There are higher sales closures than cold market
 Quality of names is better after referrer has experienced our sales process

So, we can conclude that we should work on both Natural and referral market
simultaneously.
To be successful, an agent has to first put together a list of ‘prospects’ from his/her Natural
Market. All successful Agents use the “P-200” tool to build the “prospect list”.
The next steps are:
 Keep the P-200 updated every week using different Prospecting techniques. This
ensures continuity of business.
 Further, each name in P-200 needs to be qualified using NOPP criteria.
NOPP is a technique which is used to qualify a prospect/referred lead. A qualified prospect

has the potential to buy life insurance. NOPP stands for:
 The need for insurance
 The opportunity to meet the prospect
 Paying capacity (buying power) to purchase insurance
 Physical fitness and health of the prospect
Prospects who do not meet the NOPP criteria can be re-evaluated in future to check if they
now satisfy the NOPP criteria.
Do’s & Don’ts of Prospecting
Do’s Don’ts
 Make prospecting a daily habit – Prospect  Scribble the details of prospects on
as you breathe pieces of papers which are difficult to
 Gather relevant details about the prospect find later
 Qualify each name using NOPP criteria  Assume that the prospect will change
 Ask for referrals irrespective of the fact that his closing decision if you take
the sales is closed or not references from him post closing

Step 2- Approach Telephonic/ Incidental Meetings
This step is “an opportunity” for the seller to make a good impression and further succeed in
getting an appointment for a face to face meeting with the prospect.
Success Mantra: Approach the prospect in a professional manner, in both Natural and
Referral market. Thus preparing for the call is of utmost importance.
Preparation before approaching a prospect on telephone
1. Identify the best time to call the prospect

2. Be ready with prospect’s personal details
3. Be ready with pen and notepad to record the discussion points
4. Be prepared with your approach script

Approach Script (Natural Market)
Hello! (Local Greeting) _______, I am _____this side. How are you?
I have recently joined Max Life Insurance, a leading life insurance company.
I am professionally trained to help people plan their family’s financial security, children’s
education, their marriage & your personal retirement planning. Several of the concepts we
share could be especially helpful to you & your family
When is a good time for me to show you some of those concepts? Are mornings good or
evenings better to meet you?
(Wait for response, proceed basis confirmation of morning/evening)
So would Sunday morning …….a.m. or Saturday …..a.m. be good for a meeting
Thank You! I will see you on Sunday at ___p.m.
Approach Script (Referral Market)

“Hello! (Local Greeting) Am I speaking with _________?
Mr. /Ms. ______ my name is ________and I represent Max Life. Do you have a moment to
talk?
Recently I met your friend Mr. ______who happens to be a childhood friend of mine too *
and he insisted that I give you a call to introduce my company & myself. Max Life Insurance
is recognized as the most trusted brand in India and has 41 lac plus active Customers.
<Give a Pause>
We help you plan your family’s financial security, your children’s education, their marriage
and your personal retirement. Several of the concepts we share could be especially helpful
to you & your family
When is the good time for me to show you some of those concepts? Are mornings good or
evenings better to meet you?
Wait for response, proceed basis confirmation of morning/evening
Would Saturday at____ p.m. be good or Sunday at____ p.m. be a better time to meet?
Thank You! I will see you on Friday at ___p.m.

*(leverage on relationship - friend, worked together, neighbor, wife’s friend, a long term
customer, a regular customer or whatever relationship)

Do’s and Don’ts of Approach
Do’s Don’ts
 Be brief and be prepared – Use scripts  Take appointments for spread out
geographic locations which are difficult
 Talk clearly, audibly & with a smile
to manage on the same day
 Use power statements like ‘and he
 Take appointment for the time slot that
insisted…’, ‘we help you plan….’
doesn’t suit you or is not convenient to
 Use alternate choice questions for the prospect
closing the appointment. e.g., Are
 Take appointment for meeting at places
mornings good or evenings better…...?
that are busy like prospect's shop in busy
Would Saturday at 5 pm be good or
business hours, with tutor during his
Friday at 6 pm be better….?
teaching hours etc
 Forget to note down the time of

appointment and the address of
prospect

During Sales
Need Based Selling and Close
Step 3 – Problem Identification
Start of Sales Conversation in a Face-2-Face Meeting

This is the first face to face interaction with the prospect which helps the Agent Advisor
gather enough information about prospect’s life stage needs, determine his/her concerns
and identify the best solution to be advised.
Preparing for problem step:

 Collect enough information about the prospect
 Get ready with your sales Kit
 Estimate the probable life stage needs prospect may have
 Verify working of your digital tools
 Make sure that you meet the prospect and his/her spouse (if married) together and
have their undivided attention for at least 45 minutes.
Problem Identification – Steps to be followed

2.1 Rapport Building
Steps for building rapport:
a. Greet the prospect

b. Identify/look for a reason to compliment the prospect – Garden, house, car,
interiors, etc.
c. Give your powerful self introduction.
I. A New Agent’s introduction should range between 30 to 60 sec to include
his/her name and background
II. Vintage Agent’s introduction should range between 60 to 120 sec to
include name, background and his/her credentials
d. Request for spouse’s presence

Sample Self Introduction
(Previously Self-Employed)
Mr. Sharma, my name is Vishal Jain (handover visiting card to both the prospect & spouse).
I’m working with Max Life Insurance, one of the country’s leading life insurance company.
Prior to joining this noble profession and getting trained as a professional financial advisor, I
was a mathematics teacher at a coaching institute.
I have been in insurance sales for the last three months now and have made more than 60
friends from different walks of life. I have derived huge satisfaction in providing financial
security to those members of the family who are likely to suffer financially, in the absence of
the bread earner, like the wife and kids. Also, it’s a good feeling to help people plan for their
long term goals like Children’s Education, their Marriage & your personal Retirement. I’m
living in _____ <your residential location> since last 7 years. My wife’s name is Ratna and I
have two kids Akash and Geeta. That’s about me. May I know something about you?
(Previously Home-Maker)
Mr. Sharma, my name is Vaishali Jain (handover visiting card to both the prospect &
spouse). I’m working with Max Life Insurance, one of the country’s leading Life Insurance
Company. Prior to joining this noble profession and getting trained as a professional
financial advisor, I have been a home maker, looking after my family and bringing up two
kids, son Akash & daughter Geeta. Both are in high school now and doing well for
themselves. This has given me time & opportunity to venture into something as important
and noble as Life Insurance.
I said, it is important and noble because with this profession, I have got an opportunity to
provide financial security to those members of the family who are likely to suffer financially
in the absence of the bread earner like, the wife and kids. Also, it’s a good feeling to help
people plan for their long term goals like Children’s Education, their Marriage & your
personal Retirement. I’m living in _____ <your residential location> since last 14 years. My
husband is Public Relations Officer in a State Tourism department. That’s about me. May I
know something about you?
(Retired from Bank)

Mr. Sharma, my name is Rajesh Gupta (handover visiting card to both the prospect &
spouse). I’m working with Max Life Insurance, one of the country’s leading life insurance
company. Prior to joining this noble profession and getting trained as a professional
financial advisor, I have been a banker. After working for 33 years for xyz bank, I retired in
April last year. I have been looking for an occupation that keeps me busy and at the same
time gives me an opportunity to serve the society. Then, this opportunity came my way.
Advising right insurance solution is a noble act as it gives me an opportunity to provide

financial security to those members of the family who are likely to suffer financially in
absence of the bread earner, like the wife and kids. Also, it’s a good feeling to help people
plan for their long term goals like Children’s Education, their Marriage & your personal

Retirement. I’m living in _____ <your residential location> since last 27 years. In my family,
my wife is a home maker. I have a daughter who is a doctor and happily settled with her
husband and son. May I know something about you?
Vintage Agent: (60 to 120 sec)

Mr. Arora, my name is Rajat and I am working for Max Life Insurance, one of the leading life
insurance companies in India.
I am staying in the city for the last 12 years with my family that comprises of my parents, my
son and my wife, who is a homemaker. I have my own house in ____ <your residential
location> and with god’s grace we maintain a good lifestyle.
I joined Max Life in the year 2010 and it’s been 9 years of satisfaction and fulfillment. As an
organization, Max Life insurance is built on a strong financial foundation with over 2
decades of presence in the life insurance industry. Max Life Insurance has a pan India
presence with 300+ offices and is rated as No. 1 Company in claim settlement in India.
I am a professionally trained life insurance agent and certified by IRDAI to sell life insurance
products. I take pride in sharing that till now I have secured more than 100 families and I
service a wide customer base every year. As a result of customer satisfaction, I have been
awarded with Agent of the year award, one of the prestigious awards of my company for
three years in a row. I am 5 times qualifier of MDRT, an international recognition awarded
to select Agents for their quality services to the society. I have travelled many countries and
take pride in working for a noble cause.
3 Ps (Purpose, Process and Payoff) Script and Confidentiality Commitment:

This is the time to use the 3Ps script to ensure that you and the prospect are on the same
page. While using 3P script, you give an overview on below pointers to the prospect:
 The reason for your visit

 The process you are going to follow
 The benefit prospect will get out of the meeting
Purpose
“Thank you, _____ (Name / relationship title) for sparing your valuable time for me. I would like to
spend this time to introduce my company to you and the kind of work I do.
Process
“I offer my services in the areas of planning your family’s financial security, children’s education,
their marriage and your personal retirement. To be able to understand whether any of my services
could be of use to you, I would require some information from you.
Pay Off
“Hopefully, by the end of our discussion, we will be able to find if any of my solutions could match
your exact requirements. Is it fine with you?”

Company Introduction
Key points for company introduction: (Refer to Max Life Story on the first page)
1. Max Life introduction, Achievement and claim settlement ratio

2. Awards received by Max Life
3. About Joint Venture Partners
Max Life Need Identification Tool & Techniques:
1. Fact Finding: Is a tool to identify the gaps between Assets and Liabilities of the
prospect, if any and helps in building a financial plan for the prospect. The tool is
best suited for individuals who are married and have life stage related
responsibilities.
2. Human Life Value (HLV): Best suited for individuals with inadequate cover.
The technique helps prospects realize the earning potential they carry during their
entire life and the responsibility they owe towards their family that may include their
parents. This is a more evolved concept to uncover the need for life insurance.
3. Standard of Living (SOL): This technique helps build the need of life insurance. The
technique is thus best suited for individuals who have less belief in saving with life
insurance products and are financially not well protected.
4. 4C’s: This is a unique technique used in cases where the prospect owns more assets
than the liabilities. 4Cs technique can be used with Businessmen and HNIs directly
or post Fact Finding when the assets are found to be more than the liabilities and at
a surface level there is seemingly no need for life insurance.
Success Mantra: An Agent must identify and use correct Need Identification tool/technique
considering the prospect’s profile and psychology.

1. Fact Finding
Fact Finder
1. Customer Name: ……………………………… DoB/Age: ………………………………………………..

2. Child 1 Name: …………………………………… DoB/Age: ………………………………………………..
3. Child 2 Name: …………………………………… DoB/Age: ………………………………………………..
4. Spouse: ……………………….........................DoB/Age: ………………………………………………..
5. Additional Dependent: ………………………DoB/Age: …………………………………………………
6. Customer Goal’s
Calculate only top 2 priorities at a time

Goals Children’s Children’s Retirement Wealth (for
education Wedding Corpus Legacy)
Priority
Current Cost
Years to Goal
Estimated Future Cost
(Refer the Inflation
reckoner *) = A
Current Assets
Estimated Future Value of
Current Assets (Refer the
Inflation reckoner *) = B
Gap: (A-B)
For Retirement calculation, current cost is the (current monthly expenses * 200) if the customer was to
retire today & current asset is Current value of savings towards retirement (e.g. Current value of PF, etc.)
* Inflation Reckoner
Years to Goal 10 12 15 18 20 22 25 30
Multiplier @ 6% 1.8 2 2.4 2.9 3.2 3.6 4.3 5.7
Multiplier @ 8% 2.2 2.5 3.2 4 4.7 5.4 6.8 10.1
Multiplier @ 10% 2.6 3.1 4.2 5.6 6.7 8.1 10.8 17.4

Comparing your current assets to cash needs there is a shortfall of Rs………...................... for
your priority 1 and Rs………………. for priority 2.
Would you agree that your family would need additional Rs………………………………… to take
care of the top priority.
 Commitment to secure top Priority Rs. …………………………………..

 Timeline to review Next Priority ……………………………………………….
Family’s lifestyle protection need (Mandatory)

Could your family continue with their current lifestyle if you died last night or became disabled?
Current Financial Protection Rs. Required Financial Protection Rs.

Existing Liquid Assets Current Monthly Expense (exclude
(Exclude assets already earmarked EMI)
for prioritised goals) X 200
Existing Life Cover Outstanding Loan
Total Current Financial Protection Total Required Financial Protection
Life Cover Need

(Total Required Financial Protection – Total Current Financial Protection)
AA Signature Customer Signature

Fact Finder Script
<After collecting prospect’s personal details>
There are 4 main financial goals in anybody’s life like Children’s Education, Children’s
Wedding, Retirement Fund and Wealth Creation.
What are your top 2 priorities out of the 4 financial goals?
In order to understand your situation better, how much money do you feel you would
be comfortable with in these areas (mention the prospect’s top 2 priorities):
Children’s Education Rs.

Children’s Wedding Rs.
Retirement Fund Rs.
Wealth Creation Rs.
Are you satisfied with the progress that you have made in these areas, SO FAR?
(NAME),
Since we’re talking about living too long and dying too soon, I normally do an
analysis at this point to determine money you would need for these financial goals
and how much money your family would need if you didn’t come home last night?
Have you ever done such an analysis before?
<Wait for the response>
Make the calculations using inflation reckoner for the top 2 priorities.
Please note that the retirement calculations have to be done differently as a foot note
in the fact finder.
<If the calculation leads to gap in the financial planning>
Would you agree that your family would need additional Rs. just to take care of
your top priority?
<Wait for the response>
Money commitment- How much money you would like to save on

monthly basis to fulfill the top priority (Personalize it by taking the
name of the child etc. (For Ex, For Ananya’s Education, how much
money would you like to save on monthly basis)?
<Get the monthly commitment and reiterate the annual amount to be

paid and move to the solution stage>

Take timeline to review the next priority.
Protection - At this point, I’d like to do an analysis to see how much

money your family would require to run the house in case you didn’t
come home last night?
<calculate the Family’s lifestyle Protection need>
Mr. Customer, you would agree that you will need an additional
protection of Rs……… to ensure that your family is able to maintain the
same lifestyle in your absence.
With this in mind, I’ll show you a solution basis your money
commitment which will take care of your top priority and your family’s
protection.
Is that ok with you?

2. Human Life Value (HLV)
30 60
Current Age Retirement Age
Steps to Conduct HLV
Illustration
Current Age of the
Step 1- Ask for A 30 years
prospect:
Step 2- Ask for B Expected Retirement Age 60 Years
Step 3- Calculate C Years to retirement (B-A) 60 - 30 = 30 years
Annual income of
Step 4- Calculate D 10 Lacs
prospect
Human live value of the
Step 5- Calculate E 30*10 = 3 Crores
prospect (C*D)
Suggested flow of conversation for HLV
Sir, assessing Human Life Value is a very difficult task yet very important.
Do you know what your human life value is?
<No, what it is>
Your human life value can be defined as the amount of money you will earn during the
course of your lifetime.
Let say your annual income is Rs. 10 lacs and you will work for another 30 years.
<Show the necessary calculations to the prospect>
Over your working life of 30 years you will earn at least 3 Crore, not taking into account any
potential increase in your income.
This money of 3 Crore will be used for (customize the future needs as per customer profile)
 Family's monthly expenses

 Children's school fees
 Home Loan repayment

 Family Vacations
 Car EMI
 Medical Expenses
 Care for your parents and so on
You are at the center of all the earnings, if however due to an unfortunate and unexpected
event you were not there tomorrow, your family will need a shield that can take care of
their needs today as well as in the future.
Life Insurance can be that shield for your family. With your life insurance policy, the future
that you dream for your family will remain just the way you wanted it to be.
3. Standard Of Living (SOL)
Death Disability
Inflation
Taxes Retirement
SOL
Income
Or
Assets
Suggested flow of conversation with prospect
“Mr. Prospect, there are five types of standards of living. We are all at one of these levels.
The top standard of living is Luxury. That’s where money is not a problem. I don’t need to
think before buying a luxury or fulfilling any desire (Foreign visits, costly gadgets, etc).
The second level down is Comfort. That’s where I can afford some of the nice things in life,
but can’t afford ALL of them. I can buy a big screen TV, but may not afford a foreign trip
during the same year.
Third level down is Getting By. I have a few nice things in life, but not a whole lot.

Fourth level is Bare Necessity where there is nothing extra at all – sometimes I run out of
money much before the end of the month.
And the last level is below that – you’re NOT getting by. You are dependent on someone
else. That’s where college kids sometimes live – they think they live in Luxury but you know
they live on Charity -- that’s where there is often a difference of opinion. Also, at times we
go through a bad phase in life and have to be dependent on somebody financially despite
being grown ups and married.
“Mr. Prospect, my question to you is - where would you put your family on this standard of
living diagram?
<Prospects will usually say “comfort”, because very few people believe they actually live in
luxury – or will admit it. Everyone thinks luxury is a stage, where people live life a little
better than they do. But lots of people believe they live in comfort. Wherever they say –
that’s where you draw their standard of living circle> (SOL as in the diagram)
“Now, Mr. Prospect, that’s significant, because what’s holding up your standard of living
right now is your income – or your assets – or a combination of both. At the same time,
there are a number of factors putting downward pressure on this standard of living.
The first pressure is Income Tax.
The second factor putting pressure on your standard of living is Inflation. Inflation means
that what you are able to buy in 1-Rupee today will cost more than 1-Rupee in the future.
With inflation at 9%, you are looking at just a short period of 8 years – when the cost will
double. [Briefly explain the Rule of 72: 72 divided by the Rate of interest gives you the time
period in which the money will be doubled. In this example, 72÷9=8. Therefore, the cost will
double in 8 years]
“The third factor is Death because that will take away your income for sure.
“Fourth is Disease & Disability – you lose income as in case of death and add Additional
expenses for treatment and care.
“Fifth is Retirement – this is the risk of living too long when your finances are not enough to
support you.
You know, if you can keep working, you can probably accomplish all your goals. You can pay
for your child’s college, pay for your house loan, EMI’s, pay off your car loan, EMI’s, be able
to travel, and be able to set aside enough money so you can retire with money to take care
of your golden years.

“My question is: What happens if you don’t have time? What happens if you don’t have
20/30/40 years? If your income is taken away today, would there be enough assets
available to take care of your family?
“So, let’s just say you had some money to allow us to just live off the interest on that
money. How much money would one need in a lump sum today in order to keep that same
standard of living? Well, it would depend on the interest rate they could earn. If you could
earn 6% a year, which may be reasonable, then in order to provide Rs. 4,80,000 income
annually (and never use the principal), you need Rs. 80,00,000 (Rs. Eighty Lakhs) of assets.
“So the first question before we begin planning for your accumulation, Mr. Prospect, is “Do
you have Rs. 80,00,000 in assets?”
What if I suggest you a way which can help you create the necessary assets so that your
family’s standard of living doesn’t have to suffer?
“Max Life Insurance can put a wedge just below your current standard of living that will
allow your family’s standard of living to stay in place no matter what happens. Life insurance
is about having assets, and life insurance gives you time to accomplish some of the other
goals you may have.”
(So, this diagram and discussion will help expand people’s minds by explaining what life
insurance is doing and why it is important. You could also use this to describe how
Endowment plans, Whole Life plans, Pension plans, etc. can also be a wedge to protect a
family’s standard of living now and after retirement.)

4. 4C’s
1. Create – Income that we earn or generate is creating income
2. Consume - Then we utilise this income for various purposes like household
expenditure etc. This is consuming the income.
3. Conserve - We also save some income for our unexpected needs, emergencies or
planned needs like children education, marriage, etc.
4. Continuity - We all forget the 4th C which is about continuation of income. It means,
tomorrow if we are not there or we are unable to earn (disability) or we retire then
how will our income continue. This is where Life Insurance helps us.
Do’s and Don’ts of Problem step:

Do’s Don’ts
 Keep prospect's interest in mind  Hesitate to talk about death & words like
'if you didn't come home last night'
 Apply the right need identification tool
or technique considering prospect's  Forget to take commitment on monthly
profile basis and reiterate annual amount
 Seek small agreements  Miss on steps to be followed before need

identification- Rapport building, your
 Follow the process
introduction,3 Ps Script, Co. introduction
 Succumb to the temptation to show the

product without need identification upon
insistence of the prospect

Step 4- Solution Presentation
Basis the prospect needs identified using the need identification tools, the Agent Advisor
has to design and present solutions which can meet prospects current and future protection
and money requirements in the best possible way.
Steps to Present Solution:
1. Reinforce the top priority
2. Basis the Product Suitability Matrix (presented below), identify the most suitable
Product
3. Use illustration based selling
4. You may use CSG to generate spot illustration
Product Suitability Matrix - showcases Max Life Products catering to needs for all life
stages

How to present the Solution: Illustration based selling
Illustration helps pitch the following to the prospect:

Give and Get equation
Give: Annual premium and total premium paid for the solution
Get: a) Money if you live
b) Money if you die
c) Money in case of emergency/exigency
Illustration of Monthly Income Advantage Plan is taken as a specimen.
The illustration begins with:
1. The basic product details like the name, product type and the date of illustration.
2. The second box carries the prospect’s personal details and product specifications.
3. The third box explains the premium details. It gives the break-up of the Total Annual
Premium in terms of the base modal premium, GST on the premium. It also gives the
first year premium and the renewal premium amounts

Refer annexure for sample illustrations
Don’ts of Solution Step
 Explain features only, focus instead on benefits

 Use technical language & numbers
 Miss out on preparing for handling objections

Step – 5 Decision / Closing
Once the solution is designed and presented, the prospect needs to take a Decision on
buying the insurance plan(s) that have been designed for the prospect. This is when Agent
Advisor will Close the deal and convert a prospect into a customer.
Preparing for Closing step:

 Display enthusiasm and confidence
 Be ready with pen and proposal form/digital tools
 Be prepared to handle objections effectively
Steps for quick sales closures:

 Attempt trial close
 Identify buying signals
 Use closing techniques
Trial Close: A set of leading questions asked during the course of discussion to check
prospect’s conviction in the recommendations made. This helps the Agent know prospect’s
readiness to buy.
Buying signals: Buying signals are the indicators that show prospect interest in the
conversation or the recommendations made. Buying signals indicate the good time to close
a sale. Buying signals are of two types- Verbal and Non-verbal.
A few examples of verbal buying signals:

 “Will I have to take a medical exam?"
 “So what’s the next step?"
 “Can we put that package together to fit my budget?"
 “I really liked the way you explained this”
 “This is an interesting feature”

A few examples of non-verbal buying signals:
 Taking notes
 Nodding
 Attentiveness
 Reaching for a calendar
 Making calculations
 Checking schedules
 Leaning forward
 Shifting from closed to open posture
Closing Techniques
1. Medical Close: Getting prospect to answer questions related to medical health
signifies prospect readiness to buy the product.
2. Minor Choice Closing Technique: Asking simple questions and helping prospects
make minor choices related to nominee, proof of birth, place of policy delivery, etc.
towards the end of discussion and helping the prospect make a decision to buy
3. Ben Franklin Closing Technique: Helping the prospect to draw a “T Chart” and make
comparison between what they will get and lose by making a buying decision.
4. Door Knob Closing Technique: This technique is attempted at last when nothing
works out and the agent is about to leave the prospect’s place. This technique helps
the Agent delayer customer’s exact thread of discontent with the solution offered
and gets the Agent another opportunity to rework and close.
Do’s and Don’ts of Closing

Do’s Don’ts
 Listen attentively  Discuss new features of the plan during

the close
 Apply the correct closing
technique  Expect the prospect to take a buying
decision
 Attempt trial close
 Offer on your own to postpone closing to
 Look for buying signals and the next meeting
move to close if identified
 Give up early or after applying one closing
technique
 Hesitate asking for cheque

Post Sales
Step – 6 Referred Leads
Referred leads pertain to collecting referrals from the prospect/customer irrespective of

whether the sale is closed or not.
Ask for references all the time, because more prospects lead to higher earnings!

Tools & Techniques to Take Referrals
Tools:
Referred Lead Script Trigger Questions

• Sir/Madam, I am sure you like the • If I may ask you, assuming there is a
financial exercise I did with you? pooja at your home tomorrow, who
<Wait for response> are the two people you will invite
• My job is to meet people like you to first? Or never miss to invite?
help them plan their future financial • If you throw a party tomorrow at
security. your place, which of your friends you
• Would you recommend a few names will invite?
from your family/ friends/workplace • Who are your two best friends in
who have two qualities like you your office/ business?
1. Love their family and
2. Are interested in getting
ahead financially
Techniques:

Referred Lead Script and Trigger Questions
Script:
“Sir/Madam, I am sure you like the financial exercise I did with you?
<Wait for response>
My job is to meet people like you to help them plan their future financial security.
Would you recommend a few names from your family/ friends/workplace who have
two qualities like you:
 Love their family, and

 Are interested in getting ahead financially.
Trigger questions are questions that help a prospect recall names. Using trigger questions
helps generate more names from the prospect along with technique like probing “who
else?” helps generate good number of referrals.
Do’s & Don’ts of Referred Leads:
Do’s Don’ts
 Ask for referrals regardless of whether  Hesitate asking for references.

the sale is closed or not.
 Forget to qualify names
 Always follow the process & scripts.
 Note down referred leads and qualifying
 Use tools and techniques for collecting information on papers that look shabby
references-Referred Leads Script, Trigger to the prospect and are difficult to find
Questions, List Technique & Who Else or relate to referee later
Technique
 Forget to transfer names and qualifying
information to P200 later

Summary of Success Checklist for Customer Meetings
Do’s Don’ts
 Prepare for pre approach & Approach  Accept proposal without meeting the
step LTBI
 Dress professionally  Make false promises eg. waiving medical

examination
 Greet the prospect /customer with a
smile  Rebate eg. Offering cash discount to
customer
 Reach for the customer appointment 10
minutes early  Sell a fresh policy when a existing policy
has lapsed
 Meet the Life To Be Insured before
concluding a sale
 Carry your visiting cards and do present

them to the prospect
 Carry product brochures
 Prepare your script well – Approach,

Objection Handling and reference taking
scripts
 Listen more & seek to understand
 Take Notes during meeting
 Use The Fact Finder
 Take referrals
 Attend all Trainings
YOU DO NOT GET A SECOND CHANCE TO MAKE A

FIRST IMPRESSION!

ANNEXURE
1. P200 Format
2. Customer Risk Profiling
3. Illustrations – Money if you live, Money if you die, Money in case of
emergency
4. Trigger Sheet
5. Objection Handling Scripts
6. Power Phrases

Prospect List 200 (P200 Format)
Instructions to Fill
1 – First of all write the names, whom you know and you can approach
2 – After writing all the names, write their Profile Information (No need to worry, if you do not know
the profile information presently we can explore it in future)
3 – Post writing all Names & their Profile information, start writing Mobile Numbers
4 – Take Multiple prints of the above format to write 200 names
Customer Risk Profiling

A
As an investor, how do you describe your willingness to take financial
risk?
(5) I am comfortable taking on a higher level of risk, knowing it may mean higher
Score
returns
(4) I am willing to take calculated risks, knowing it may mean higher
returns.
(3) I am happy with a moderate level of
risk.
(2) I am fairly conservative, but can take on a small level of
risk.
(1) I am a conservative investor and I am completely risk-
averse.
B
Which of the following mix of investments do you find most appealing for your
portfolio? Score
Portfolio Expected Higher Risk & Expected Lower Risk &
Return- E.g. Equity Return : E.g. PF,FD
(5) Portfolio 1 100% 0%
(4) Portfolio 2 75% 25%
(3) Portfolio 3 50% 50%
(2) Portfolio 4 25% 75%
(1) Portfolio 5 0% 100%
C
Investments can go up or down in value. By how much could the total value of your investments
go down before you begin to feel uncomfortable? (Investments include stocks, mutual funds,
property, etc.)
(5) 35% or more Score
(4) 30%
(3) 20%
(2) 10%
(1) Any fall would make me uncomfortable
Add up the score against Questions A, B& C to get the total score
Total Score: 3-6: Conservative 7-11: Balanced 12-15: Aggressive Total Score:

D
How best would you describe your saving habits over the years?
(5) After covering living expenses, I am able to save substantial amounts regularly.
(4) After covering living expenses, I am able to save some amount regularly.
(3) After covering living expenses, I am only able to save some amount on an ad hoc basis.
(2) After covering living expenses, I am hardly able to save.
(1) I am not able to save at all.
If your response to question D is (3) or (2) or (1), we recommend you to review your
decision to go for Unit Linked Insurance Plans.
Selling Using Illustrations:

Illustration - Money if you live
Guaranteed Amount– Rs. 9,50,000, @4% - Rs. 10,11,680 and @8% - Rs. 17,05,121
Guaranteed Amount Non - Guaranteed Amount @ 4% Non - Guaranteed Amount @ 8%
Money If You Live

Illustration - Money if you die
On the death of the Life Insured, the Policy shall Continue, All Future Premiums are waived
off & the Monthly income is given as planned originally.
Guaranteed Death Benefit
All Future
Premiums (from Maturity Benefit will be
year 7 to 12) are paid, Accrued
waived-off Compound
Reversionary Bonus (if
any), plus Terminal
Bonus (if any)
Guaranteed Monthly Income Benefit,

approximately Rs.7,916 for 10 years

Illustration - Money in case of an emergency
Money in case of emergency at 4% or

8% illustrated rate

Trigger Sheet
Referrer Name: Details

Referred Lead Details
(Contact details, Age, Preferable time to
S. No. Trigger Questions Referred Leads (Name)
Marital status, Income call
bracket etc.)
1
If I may as k you, as s uming there
is a pooja at your home 2
1 tomorrow, who are the two 3
people you will invite firs t? Or 4
never mis s to invite?
5
1
If you throw a party tomorrow at 2
2 your place, which of your friends 3
you will invite? 4
5
1
2
Who are your two bes t friends in
3 3
your office/ bus ines s ?
4
5
1
Bes ides me, do you know any
other good s ales pers on? Who is 2
4 he? <As k this trigger ques tion 3
with a s mile and wait for 4
pros pect’s res pons e>
5
1
2
Any of your brothers or s is ters or
5 3
cous ins live in this city?
4
5

Objection Handling Scripts
Approach Stage
Objections are opportunities; therefore, welcome objections.
Most of the objections raised by the prospects fall in the following five categories:
1. No Need
2. No Time
3. No Money
4. No Trust
5. Returns are low
1) No Need:
“I already have enough wealth to take care of my family”
“Mr. ________, it is good to know that you have enough wealth to take care of your
family. However, don’t you think it would be better if we sit together and do a
calculation to assess the actual amount required for your family’s financial goals. That
would give you an assurance and peace of mind.”
Keeping this in mind, would Saturday at____ p.m. be good or Sunday at____ p.m. be a
better time to meet?
(Recommendation: Agent advisor may do HLV when they meet the customer)
OR
“I have insurance policies to cover all my financial needs.”
“Mr. ________, it is good to know that you have already taken a life insurance policy. All
I would like to do is, assess if your insurance is sufficient to meet your future financial
goals?”

2) No Time:
“Why don’t you give me a call next month; right now I am busy?”
“Mr. _________, I understand you are busy. In fact, many of my clients who are
successful like you, have felt the same. However, they found that it saves their time and
effort to take professional help to manage their family’s financial security. It also
provides them with peace of mind.”
OR
“Right now, I have too much work and I am in no hurry to buy life insurance.”
“Mr. _________I understand that you are not thinking about buying life insurance right
now. I would only like to show you some ideas to achieve your family’s financial goals.
So that, when you are ready, you know whom to call.”
3) No Money:
“At present I can’t afford to pay insurance policy premiums.”

OR
“I have a home loan/other liabilities and cannot afford to buy life insurance.”
“Mr._________, I appreciate your concern that money is not enough these days. In fact,
many of my customers have also felt the same. I am here to save your money and not to
spend it. What I do, helps maintain a family’s self-respect and dignity. Can there be any
reason above that?

4) No Trust:
“I do not trust private life insurance companies

OR
“I buy from LIC only.”
“Mr._________, I understand your concern as you are going to invest your hard earned
money and it should always stay safe. Let me share some facts with you.
Life insurance business is controlled by a government agency called IRDAI- Insurance

Regulatory Development Authority of India. Just as the Reserve Bank of India controls
banks, in the same manner IRDAI controls insurance companies.
IRDAI has laid down many rules and regulations to safeguard customers' interests.
Hence, it cannot happen that a life insurance company disappears with your money. If
your money is safe with LIC, it is safe with any insurance company.
(For reference Max life details & IRDAI regulations are shared in Annexure).
5) Returns Are Low:
“The returns are not good in Life Insurance.”
“Mr._________, I understand your concern, you are saying, the returns are low in life
insurance. Let me share with you, in life insurance you never ever invest your money
because it will give you high returns or low returns.
Life insurance is always for long term savings and protection. If you live long, life
insurance will help you fulfil your responsibilities and God forbid if you die too soon, life
insurance will help your family to carry out their responsibilities and lead a life with
dignity.
If any of the above objections come at any other stage of Sales Cycle then end with:
“With these thoughts, can we move ahead?”

Problem Stage
Objections while using Philosophical Questions
 I don’t believe in Life Insurance OR

 I prefer investing in stock market for higher returns etc. OR
 Life insurance is only meant for tax savings OR
 In life insurance, you get money only on death OR
I understand how you feel. In fact, I also felt the same before joining this profession. Later I
realized, you don't buy life insurance because you are going to die, but because those you
love are going to live.
Life insurance solutions safeguard the family’s financial security and provide healthy returns
in the long-term.
OR
I can understand why you say that. In fact most of the people think the same way. Actually,
life insurance is a provision for long-term saving and protection. Life insurance is the
foundation of family’s financial security.
If you live long, life insurance will help you fulfill your responsibilities and God forbid if you
die too soon, life insurance will help your family to carry out responsibilities and lead a life
with dignity.
Note: Use the SOL or HLV concept to explain further.
<Wait for some time before taking the conversation ahead.>
Objections at Fact Finder Stage:
“Why fact finding? Why don’t you tell me what do you have to offer?”
OR
“Why are you asking these uncomfortable questions?”
OR
“I am your uncle. Why do you need to do fact finding for me?”
__________, I understand how you feel. Many of my clients have felt the same. I offer my
solutions that meet different needs of my prospects such as family’s financial security, funds
for children’s education and marriage, retirement planning, business continuation etc. To
determine, which of my solutions would best meet your needs, I need to ask you some
questions about your financial goals and your priorities.

I assure you that whatever information you share about yourself, would remain completely
confidential with me and will only be used to design an appropriate solution for your
needs.”
<Wait for customer’s response>
“With that in mind, can I proceed and conduct this all important need identification
exercise?
OR
“Sir/Madam/Uncle, I understand how you feel. Many of my clients have felt the same. Yet, a
doctor would not prescribe you any medicine without asking you questions about your
health. Similarly, I cannot suggest you any insurance solution without asking you questions
about your financial health.
“Sir/Madam, I wish to assure you that whatever information you share about yourself,
would remain completely confidential with me and will only be used to design an
appropriate solution for your needs.”
<Wait for customer’s response>
“With that in mind, can I proceed further and conduct this all important need identification
exercise?
Solution Stage
“The Illustrations show return at 4% and 8% p.a. This is not a good return at all. I can earn
a higher return in other investment avenues.”
“I understand your interest in earning a higher return on your money. Many of my
clients felt the same. However, as per IRDA guidelines, all insurance companies are
required to illustrate uniformly @4% and @8%, though actual returns could be
different.
Investments in equity market provide you higher return with higher risks. However, Max
Life Insurance plans offer basic life insurance and allow you to invest your money with
different risk-return options as per your needs.
“It is better to invest in a mutual fund rather than ULIP because mutual funds
have lower expense charges and they don’t have any entry load now?”
“I understand your concerns. Many of my clients felt the same. Mutual Funds offer only
investment and does not offer any life insurance. ULIPs on the other hand offer life
insurance plus investment in safe instruments. In the long term, ULIPs’ expense structure is
lower than Mutual Funds. In addition, IRDA regulates the expenses levied by insurance
companies on ULIPs.” <Show the Fact Sheet and convince on actual returns>

“You are proposing a long-term solution. I want to invest for three years not fifteen
years.”
OR
“I don’t want to be tied to paying multiple premium payments. I want to pay
premium just once.”
“I understand your concern. Life insurance plans are usually longer tenure products.
However, based on your requirement, I can offer you:
a. Plans with short tenure
b. Plans with limited premium payment option
c. Plans with even a single premium payment option
“Your solution doesn’t offer any guarantees. In today’s context it is better to invest in
an option that offers guarantees.”
“Sir/Madam, I understand your concern of protecting your capital. Many of my clients felt
the same. In fact, we can offer insurance solutions that promise guaranteed returns. In that
case, let me explain another solution………(present another solution)”
Decision/ Closing Stage

“I need some time to think it over. Why don’t you call me in three weeks’ time?”
“I can understand you need time to make your decision; many of my clients also felt the
same until they found out that their need for protecting their family would remain
unchanged during the time they take to decide.
Is there anything in my solution that is preventing you to take a decision right now and you
want me to go over it again?”
“I will consult my Chartered Accountant (CA)/ Elder Brother”
“I can certainly understand how you feel. Chartered Accountants are experts in tax related
matters and help you manage your accounts. He will be with you till you are successful and
your business is growing.
“God forbid, if something were to happen to you or to your business, do you honestly think
that your CA/Elder Brother will help your family by providing financial support every month
for rest of their life.
“At that time, as a life insurance Agent Advisor, I will definitely be with your family to
support them morally as well as financially with the help of my company.”
OR

“I can understand you need time to make your decision; many of my clients also felt the
same until they found out that the cost of delay is more than making a decision right away.
Is there anything in my solution that you want me to go over again that is preventing you to
take a decision right now?”
Referred Lead Stage
“I will give you the names but please don’t mention mine when you meet him.”
“Sir/Madam, I can understand your concern. I do hope you appreciate the exercise that we
did together to ensure financial security of your family.
<Wait for a positive response.>
“I am sure you would like to introduce me to your friends so that I am able to ensure
financial security of their family in the same way I helped you ensure yours.”
“I will ask my friends and get back to you.”
“Sir/Madam, I understand that life insurance is not a common topic of conversation

amongst friends but you will agree, that it is a topic of importance. <pause for a while>
As you have appreciated the financial planning I have done with you, I’m sure you would like
me to do the same for your friends. Since I am a fully trained life insurance professional you
can be assured that I will provide the right advice.”
“I can’t think of any names at the moment.”

“Sir/Madam, I can understand that you are unable to think of any names at the moment.
Would it be fine if I ask questions about people that you may be helpful.”
<Alternative 1: Use Trigger Questions or Magic Questions to get referrals.>

OR
<Alternative 2: Use List Technique to get referrals.>
“I don’t know anyone who needs life insurance.”

“Sir/Madam, I can understand you may not have names who need my services at this time.
However, I would like to meet somebody you know, has recently expanded his business or
has moved to a new house?”
<Follow this with other trigger questions>

Power Phrases
1. If a Child, a Spouse, a life partner, or a parent depends on you & your income, you
need life insurance.
2. When you die, there are three deaths: the husband, the father and the income.
3. You don't buy Life Insurance because you are going to die, but because those you
love are going to live.
4. One of 2 things is certain; you'll live or die. If you live you'll need money; if you die,
your family will.
5. If there is anything worse than a home without a mother, it is a mother without a

home.
6. Plan for life as though you will live forever. Plan for death as though it will come
tomorrow.
7. Life Insurance offers a man the only way where he can make his will before he makes
his money.
8. Life Insurance is the same as a parachute in an airplane. If you ever want it and
haven't got it, you'll never need it again, to have it when you want it, you have to
buy it when you don't.
9. Life Insurance is like fun - the older you get, the more it costs - and the harder it is to
get.
10. Life Insurance is the greatest proof of love that we can leave our loved ones.
11. The last thing in the world will have to judge you by, is the condition you leave your
family.
12. The only man who gambles on life insurance is the man who goes without it. He
doesn't carry the risk - his family does.
13. Life Insurance is the greatest proof of love that we can leave our loved ones.
14. The risk exists; it’s just a question of who will pay for it… your wife & kids….. Or the
Life Insurance.
15. If someone will suffer financially when you die, it is a good probability that you need
life insurance.

Max Life Way of Selling - V1.6

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Max Life Way of Selling - V1.6

Uploaded by

Copyright:

Available Formats

© Max Skill First Limited Max Life Way of Selling V1.

WE ARE A RELIABLE FINANCIAL ORGANIZATION

WE ARE A FINANCIALLY SOLID ORGANIZATION

 Asset Under Management – INR 60,000 Cr and growing by 14% YOY

WE ARE A TRUSTED BRAND

 41 lac plus active Customers

WE HAVE A PAN INDIA FOOTPRINT

 300+ Offices across India

We deliver PEACE OF MIND to our customers

 Max Life is “No.1” in Claim Settlement in

© Max Skill First Limited Max Life Way of Selling V1.0_19 2

Referred Leads Approach

Sales process has 3 phases:

© Max Skill First Limited Max Life Way of Selling V1.0_19 3

Approaching Natural Market prospects is easier because they are:

Approaching Referral market ensures continued success because:

© Max Skill First Limited Max Life Way of Selling V1.0_19 4

The next steps are:

NOPP is a technique which is used to qualify a prospect/referred lead. A qualified prospect

Do’s & Don’ts of Prospecting

© Max Skill First Limited Max Life Way of Selling V1.0_19 5

Preparation before approaching a prospect on telephone

1. Identify the best time to call the prospect

© Max Skill First Limited Max Life Way of Selling V1.0_19 6

(Wait for response, proceed basis confirmation of morning/evening)

So would Sunday morning …….a.m. or Saturday …..a.m. be good for a meeting

Thank You! I will see you on Sunday at ___p.m.

Approach Script (Referral Market)

Wait for response, proceed basis confirmation of morning/evening

Thank You! I will see you on Friday at ___p.m.

© Max Skill First Limited Max Life Way of Selling V1.0_19 7

 Forget to note down the time of

© Max Skill First Limited Max Life Way of Selling V1.0_19 8

Step 3 – Problem Identification

Start of Sales Conversation in a Face-2-Face Meeting

Preparing for problem step:

Problem Identification – Steps to be followed

a. Greet the prospect

© Max Skill First Limited Max Life Way of Selling V1.0_19 9

(Retired from Bank)

Advising right insurance solution is a noble act as it gives me an opportunity to provide

© Max Skill First Limited Max Life Way of Selling V1.0_19 10

Vintage Agent: (60 to 120 sec)

3 Ps (Purpose, Process and Payoff) Script and Confidentiality Commitment:

 The reason for your visit

© Max Skill First Limited Max Life Way of Selling V1.0_19 11

1. Max Life introduction, Achievement and claim settlement ratio

Max Life Need Identification Tool & Techniques:

© Max Skill First Limited Max Life Way of Selling V1.0_19 12

1. Customer Name: ……………………………… DoB/Age: ………………………………………………..

Calculate only top 2 priorities at a time

Multiplier @ 6% 1.8 2 2.4 2.9 3.2 3.6 4.3 5.7

Multiplier @ 8% 2.2 2.5 3.2 4 4.7 5.4 6.8 10.1

© Max Skill First Limited Max Life Way of Selling V1.0_19 13

 Commitment to secure top Priority Rs. …………………………………..

Family’s lifestyle protection need (Mandatory)

Current Financial Protection Rs. Required Financial Protection Rs.

Life Cover Need

AA Signature Customer Signature

© Max Skill First Limited Max Life Way of Selling V1.0_19 14

<After collecting prospect’s personal details>

What are your top 2 priorities out of the 4 financial goals?

Children’s Education Rs.