For Insurance Agents
December 9, 2009
How Well Do You Listen To Your Customers?
Are you regarded as a good listener? How do you know? In my opinion, active listening is one of those skills which requires constant attention and practice. I still find myself once in a while interrupting when I shouldn’t or thinking about what I am going to say next in a conversation and forget what a person was stating to me- yikes! This is not good practice, especially in a sales/customer service situation.
Therefore, if you find yourself in the same predicament from time to time, remember that active listening is crucial when determining the needs of a customer and providing the best products for them. Active listening involves more than just listening…active listening involves probing for more information, paraphrasing, and acknowledgement that you are listening. If you do not listen well, you may lose a sale.
Here’s a fun listening exercise that I participated in during a training class a few years back (however, it’s better facilitated as a listening exercise- not a reading exercise). It goes like this:
You are the bus driver. At stop #1 three people got on the bus, one of them was wearing a blue baseball cap. At stop # 2, five people got on and one exited the bus. At stop #3 two people got on, one person was carrying a bag and the person with the blue baseball cap got off. What is the bus driver’s age?
If you answered the age, which is yours by the way since you are the bus driver, then you passed! If not, then that’s okay, this exercise is a reminder to us all to make the effort to listen effectively to our customers. (Keep in mind that this exercise should be provided verbally in order to be effective)
Have some fun with your co-workers and see who can pass the listening test!
Health Insurance 101: Your questions Answered
January 31, 2008
Getting informed before you purchase health insurance is the best way to ensure the most affordable rate. Read on to shed some light on some of your tough questions.
What are the different types of managed care?
There are three main types of managed care.
- Preferred Provider Organization (PPO): If you opt for a PPO, you have access to a network of health care specialists. You may choose a health care provider from within your network or a non-network health care provider. You pay more if you choose to go out of network.
- Health Maintenance Organization (HMO): An HMO requires a co-payment to an in-network physician. However, an HMO will not pay for services you receive outside the network. You choose a primary care physician and they become the gatekeeper to your health care. You must obtain a referral, if you seek specialty care.
- Point of Service (POS or Open Access HMO): With this insurance plan is, you can go out of network. But you won’t be reimbursed the full amount—usually only 50 to 80 percent.
What is an HSA?
An HSA is a health Savings Account, which is used along with a High Deductible Health Plan (HDHP).
If you choose an HSA, you put tax-sheltered money into a savings account. When you become ill or injured, you use the money in your account to pay for your medical care. If the cost of service exceeds the deductible of your HDHP, the insurance company pays the excess.
This is a good way to save money on health care, because you only pay when you seek service and are not required to pay a monthly premium. However, if you have a health condition or partake in some dangerous hobbies, you are probably better off with a traditional plan.
What’s the difference between a premium, deductible, co-payment and co-insurance?
A premium is the total monthly or annual amount you pay toward your policy.
A deductible is the amount you must pay before your health plan begins paying your health care expenses.
A co-payment is the amount you pay when you receive care. The amount varies depending on your plan and whether you go to an in-network provider.
Usually a percentage, co-insurance is the part of health care you pay along with your deductible.
What is a preexisting condition?
A pre-existing condition is usually a health issue that arose before you applied for coverage with a new insurer. Whether a pre-existing condition is covered by a new insurer varies from plan to plan, insurer to insurer. Some preexisting health conditions are excluded entirely, some are fully covered and some are covered after a specific amount of time. The Health Insurance Portability and Accountability Act guarantees coverage for pre-existing conditions if you are joining a new group plan from your employer and you were insured the previous twelve months.
Will my health insurance pay for my prescriptions?
In most cases, you will have to co-pay for prescriptions. Depending on your plan, certain types of prescriptions may not be covered, such as oral contraceptives or hormone replacement therapy. And if you opt for the generic version of the drug, you will pay a significantly lower price for a comparable product.
Will my insurance rates increase as I get older?
As you age, your risk for certain health conditions increases. For example, women are more susceptible to breast cancer after age 40. Insurance underwriters take those statistics into account when determining your rates. But as health care continues to improve, certain conditions no longer guarantee you a higher insurance rate, such as high cholesterol or blood pressure.
How do I find the right insurance at an affordable price?
Individual health insurance is still rather costly because most people are insured by their employer. If you are self-employed or your employer does not offer coverage, your best bet is to shop around. Use our quote box to request multiple quotes from top insurance companies!
Convenience, no pressure shopping, savings in time, consistency between advertised price and site price, no driving and parking, sometimes no cost delivery even to third party receiver, information on product comparison easily available, sometimes price comparison available online, third party shopping sites keeping merchants competitive hence offering the best products and prices, 24/7 shopping, ease in merchandise cancellation or return, sometimes tracking of shipping available, large online shopping site offering store comparison and sometimes no taxes.
Disadvantages of Online Shopping
Lack of touch and feel of merchandise, lack of personal attention from a salesman (*MWS Online Shopping Mart offers ClickCall service to talk to a sales representative which may be a necessity for online shopping), not able to try the merchandise on (especially clothing), lack of close quality examination (physically visiting different stores and examine the same product is assuring but costly in time), more chances to encounter fraud (disappearance of shopping site), more chances for mistakes in ordering the wrong item, slightly higher exposure of credit card security (*This is a controversial point since using CVV2 code with credit card, can be more secure or less chance of fraud.) Verification of credit card owner less rigorous (physically one can ask for other identifications).
Advice to the Online Merchants
- Provide clear and sufficient information so consumers can make an informed choice
- Take reasonable steps to ensure the consumer’s choice is informed and intentional (avoid mistakes and misunderstanding)
- Publish privacy statement and protect personal information
- Use secure e-commerce transaction system with fair, timely and affordable methods to resolve transaction problems
- Never use spam marketing through email or Internet
- Offer third party references about safe use of e-commerce
- Display company logo and information in prominent places (especially company address and contact information)
- Exhibit terms and conditions (guarantee, currency used etc) clearly (do not use unreadable font size and large legal document)
Advice to the Online Shoppers
- Know your online merchants well through objective third party information and references
- Shop through reputable third party online shopping sites which select and filter to list only reputable merchants
- Familiarize with merchants’ purchasing processes (beware of any process change when move from site to site)
- Only deal with merchants who use secure transaction system involving credit card
- Be careful with international sites since the laws governing them are very different (trust third party site which has done the filtering and selection)
- Always check terms and conditions (guarantee, currency used and refund policy) carefully before committing purchase
- Read about merchants and check their quality and/or security certificates if relevant
- Review third party offered information about merchants, products and comparisons to establish confidence
Value of Third Party Online Shopping Site
- Objective presentation of multiple stores even with competitive products
- Can offer unbiased opinions about individual store and/or product with the purpose of establishing shopper confidence
- Can remove undesirable merchants and/or products easily to maintain quality of shopping site
- Shoppers feel free to offer comments and feedback about their shopping experiences
- Can publish critical review papers about certain products and/or merchant (the larger the site the more freedom to do so) CLICK HERE FOR A TOUR!






