Working Your existing customer base

1. Working Your existing customer base

2. Setting Expectations • Set expectations of initial enrollment and re enrollments up front. • Let them know you will be coming in every 6 months and will need a current employee roster with hire dates. • Critical to set these expectations from the beginning. Becomes a problem if you don’t handle this up front.

3. Build a Relationship with the Bookkeeper or Manager • They are the most important person • They are a key to seeing everyone • Be enthusiastic • Stop and make courtesy calls in between enrollments • They are not used to being recognized (make them feel special) • They will promote or just allow you to come. Make or Break • Your own PR person Little things make the difference (Do they drink Starbucks?) bring gift card • Schedule the enrollments in person when possible well ahead of time. Give them time to prepare.

4. When You Go Set up the Enrollment • Make sure they have time to talk: I know you’re busy - when you have time to talk I need a favor, I need a roster of your employees (full time) with hire date on company letterhead. • I need this so I don’t miss anyone. Stay in compliance • I need to verify any changes, address, changes in status • Answer any questions • Verify beneficiaries

5. When You Go to Set up the Enrollment cont’d • Remind them that you do not mind meeting individually with departments and contacting department heads. We want to make this enrollment as convenient as possible by going to them instead of them taking time from production. • Remind them at every re enrollment that I am your agent. I will help with any claims and answer questions. We don’t want you to deal with it that’s my job.

6. Tell Your ClaimsStory • Karen, I understand that some may not be interested but part of my job is to protect your company by not discriminating against anyone. • Tell a story about someone in the past that was not interested but sat down with you and took something out because they saw the need. • Tell a claims story. Stress the reason I am here (not to just sell but to make a difference in somebody’s life). • Make sure your conscience is clear if something happens to an employee. • ADP is for everyone, even those not eligible. It’s our way of saying thanks and we appreciate you. Use to sell individual products

7. Give Employees a Reason to See You Besides Insurance • Spend money to make money • Top worksite agent spent 10k on food and gift certificates • Breakfast or Lunch depending on the time of enrollment • Biscuits or Doughnuts for breakfast • Find a good local restaurant to have different types of breakfast sandwiches ready for you in the morning. (Preferably one that does business with you) • If you are at an enrollment out of town talk to some local residents and find the best place to get home cooking and place an order that night.

8. The Way to Their Heart • Pizza or Grill burgers for lunch • Anniversary cake • Candy bowl goes a long way • Kill them with kindness • Break bread with them even if they don’t do business with you. Realize that you will be seeing these same people for years to come. Make it your mission to win them over.

9. While Enrolling • Utilize the ADP each time you enroll • Have a copy of the worksite management information report so you see the plan codes and the amount of coverage they have. • Find out thru rapport the life changes in the past year. • Keep paperwork out to show participation. • Give everyone a folder to take with them. • Generate excitement, make it look like everyone is participating.

10. Never Oversell • Make sure you cover all points and they are comfortable with the product as they will be locked in for a full plan year. Better to make them comfortable with the cost now than to have them complain about the cost to the bookkeeper in a month. • Remind each employee that we plan on being their agent for life not just while they work here. • Get referrals!!!! Individual and Worksite. As you build the relationship each year find out where the spouse works. Do they know who handles the benefits. Any other business’s in town that might benefit from our coverage.

11. Making it Happen • Getting spread sheet and paperwork to clerks in a timely manner is critical to building the relationship • If you wonder why you have trouble setting up re enrollments ask your self the question. IF I where in their shoes would I want to have myself come back in? • Did you get everything to them in a timely organized manner in plenty of time for deductions to start. • Finish by letting them know that you will give them a reminder prior to when deductions need to start to make sure they are good to go.