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all right a little bit late but we are now live if you're a life insurance agent or a financial advisor and you're looking to up your virtual sales game this is the series for you we are on part two of a threep part series and if you would like again we're going to be going over meeting number one sales meeting number one for doing virtual sales for financial advisers life insurance agents so as we prep here and get people connected to the live uh give us 60 seconds and we'll get started with this week's episode of the digital advisor weekly [Music] the part two of the three-part series The Birth physical copy [Music] of course it muted me let's see let's get back here here we go there we go okay we're uh figuring this all out here and if you would like to learn to live stream we're going through the Journey ourselves and looking for our financial advisors as many as possible to do it with us why because it does help you with your virtual sales so that you can do business anywhere you want in the world and you could be traveling and still be hosting meetings doing education and doing branding and that's what we're doing here today so again this is a two-part Series so this is sales meeting number one this is a pre-recorded Workshop that we did last year and we're sharing it with you free and we're sharing it with you live my name is Rob Souza with the digital while digital marketing director with the advisor marketing Hub we're going to jump right in because this one is about a half hour so we want to jump in make sure you get a chance to get all of this episode or part two episode and here we go all right welcome to part two of the three-part series the virtual advisor Master Class my name is Rob Susan we're going to be talking about appointment number one and in appointment or meeting number one here's the agenda that we're going to go over for the day first perfect your process if you can come up with a process that is repeatable and can convert a higher percentage of your prospects into clients you're going to have a much more significant success but it also should be transferable to other advisers within your organization it needs to not be personality based it needs to be process based number two develop a financial questionnaire so that you can get the information that you need before the meeting starts so that you can focus on them and learning about them their families their family's values their goals instead of trying to collect data and numbers three the art of asking questions this allows you to control the conversation and make sure that the conversation goes in the direction that you want and you're able to gather the gather the information you need number four this is where the rubber meets the road and that's getting started getting started means how do I start that meeting and building engagement from the very beginning of that meeting we'll talk about that but we'll get into those recommended questions that you should be asking in order to direct the conversation and extract the information you need six making sure you set expectations so that they understand what are they going to get out of this process what can they expect from you and is this worth their time does this solve their problems they want to know need to know what to expect from your unique process and then finally how to wrap up that meeting make sure that you have them fully bought into the process and they've given you permission to move forward and then how you go ahead and implement the process of moving forward into that next meeting of which hopefully you'll be able to soft close in the very follow the the next meeting all right so let's Jump Right In we're going to be talking about how to perfect your process and so part of that I know we've talked about preparing for the appointment but here's some setup that I wanted to add to that process one make sure that you set the expectation clearly before the meeting starts now my recommendation and I know my mentor recommendation Jason Jenkins it's always even though it's virtual will send an appointment package ahead of time it's something tangible it's physical something that sits on the counter or on their office desk that's going to remind them it should include a cover letter that reminds them of their appointment how to log on to their appointment and then also and more importantly it should include the financial questioner although you've given it to them in advance it's including another copy just in case they didn't they misplaced it to have a physical copy already printed out in their hands you're making it as easy as possible for them to open that packet grab a pen start filling it out so make sure you provide them an additional copy of the financial questionnaire making this process easy as possible and talking about the importance of that Financial questionnaire if you'd like a copy of our packet that we send out at the end of this master class I'll give you contact information at which you can reach out and I can give you a sample and then number two phone call reminder make sure that you or someone in your office reaches out to them 24 hours in advance and why because you can remind them of the importance of the questionnaire because if we can get the financial data ahead of time then we can focus on their specific story their family the family details goals and concerns then finally ask them in that that package they receive ask them to check in early now it's best if you can do it with a third-party employee where just like if you go to a virtual doctor's meeting you'll check in with the nurse they make sure they take care of payment and you know what other medications you may be on have them log in early with a a separate staff member who's going to make sure they collect the questioner and check their technology make sure that their microphone their camera that they can log into Zoom if they can't what phone number can they call to get help to log in all of that's very very important at setting up a virtual adviser meeting and you remember you only have one chance at a first impression that's why we send these packets out and it sets us apart from everyone else in the industry because so few people do it that it will make an impression on them all right so once we've done that now we've set ourselves up for success and let let's before we begin talk about that Financial questionnaire really quickly as I have a copy of the financial questionnaire here you also can at the end of today's Workshop Master Class you can ask for a copy of that I'd be happy to send you a sample copy now of course you want it to list the information the basic information that you and your office needs and different offices will want different information but keep it high level don't ask for account numbers driver license social Security numbers private information will be a deterrent to them filling out this information for you okay now hopefully you've had a chance to review all of that prior to the first meeting because it will give you a huge Head Start to the meeting and it will show that you've taken interest and that it was worth their time to fill out that questionnaire because you spent time reviewing it before you got online okay so this is probably the most important slide in all of today's presentation and that's the art of asking questions because if you can ask questions and get them to give you answers especially the answers that you want then you can help them guide the conversation or at least make them think they're guiding the conversation by the answers that they provide but the art of asking the right question at the right moment to get what you're really wanting out of the convers ation really is a process that you need to practice and we're going to talk about that and you'll have to improve over time but the basic formula is if you can create a connection based on a common interest or life in experience it will develop trust the more trust that you develop the more honest they will be with you and the more honest they are in this meeting the more clarity you will have about their values their fears their goals and if you have absolute Clarity on those issues then you'll be able to create the prospects Financial strategy that absolutely aligns with their family values and dramatically will increase your conversion rate into turning them into clients okay getting started again we've talked about leading with questions and this is the skill that I think every advisor absolutely needs to learn but here's an example of how we would suggest to our advisers opening up uh the first appointment so particular couple and again if if it is a couple I would in your welcome packet I would make sure or your the appointment packet that you send out make sure that you encourage both spouses to be on that call and you've got to talk about the importance of having them both there so let's say that we got both both of them there and then we would start out with something like this Brian Kelsey it's good to see you again want to thank you for taking the time to complete the financial questioner this will allow us to get the most out of our time today but before we get started I'd like to know what is the most important issue that you want to address today but make sure that you get the answer from each individual each spouse allow them the time to get what you think is a genuine answer to that question to see if they are on the same page because often they're not so and then you can wrap that kind of intro up with specifically what would you like to accomplish in the meeting today one is talking about a concern the next and final question in the intro really is what do you want to accomplish today and again gives them the opportunity for them to share what's up top of their awareness of what it is they're trying to get out of today and of course if you've set the meeting up properly with the proper expectations you'll get an answer that is consistent with what they put in the form that they filled out in advance the questionnaire and if it matches you know you're on track going the right direction all right now as you transition it into the rest of the meeting here is what we call it kind of a connector question and you get those answers from the intro and then you're making a statement as promised at the workshop I'm here to learn more about your family your family specific needs and the answer to the questions that you may have with solutions that represent your family's values and goals the reason we make the statement is because in a group webinar we can't answer we can't give specific answers for every single family on the call because everybody's needs are different we know that the reason for the call we're affirming that now and we're making sure that they understand that this call is going to be about you and then you're asking for permission if that's okay how does that sound to the both of you 99% of the time if you set this up correctly you'll get a head nod and an agreement yeah that's great okay let's move forward if you don't get that oh I just want to get down to the basics can you just do the plan for me and let's just get down to the numbers well then you have to make a decision as a company as an adviser do you want to work with people who aren't willing to be vulnerable to allow us to understand better where they're at in their lives and their concerns and their fears and their goals because you can say here at the AFI group this important value to us and we don't produce Financial plans until we learn the unique needs of each individual family hopefully uh if you've done this right then they'll be an agreement agement with you that's how important it has been and how transformative it has been for our advisers on our team when they clearly understand that so let's start with connection and give you some sample questions about connection so start out with and again these are samples so you can choose from them or you can use them all depending on how much time you have and depending on how the answer you'll get better and better at choosing on the Fly which particular question will give you the information that you're looking for first first I see that you're currently living in that means you paid attention to the questioner you don't have to ask it again because you already know and then you ask are you originally from there what this does is allow them to give you hopefully another city and between the two cities you hopefully can connect with them in some sort of similar experience if you haven't if you don't live or are familiar with either City well then you may have to rely back on maybe previous clients maybe a family member lives in one of those cities but what you're trying to do is Express that oh yeah uh my sister lives in in that City and her favorite restaurant was and you oh yeah I know that restaurant too we've been there before you're trying to again create common life experiences and a connection based on their story okay so next what what would you do or what what do you or did you do for a living again this is asking somebody just like when you're networking in in a group hey what do you do for a living it's an opening question that most of us ask uh and allows you again to connect with them either you understand know of a family member or of a client uh who you you're friends with that you can share some sort of connection that you understand their career so again take personal interest in their story that's what creates connection three what do you like to do in your free time so most of us can identify with this question on some level or another and again allows you to help them share when they express the the you know favorite thing that they enjoy doing on weekends and you let them talk about that and ask additional questions that show them that you're interested in learning more again that'll create connection the next one what what is the number one activity you'd want to do in retirement now here's where you're transitioning into dream casting and it's your job to cast that vision of if you could do anything you wanted in retirement what would it be and if they give you some oh well watch my favorite TV show you got to dig deep and incourage them to give you more than that because you know that there's so much more to to what they dream of a lot of people will shut that down because they want to be pragmatic or anticipate the worst so get them to not be a pessimist try and encourage them to be an optimist and share with you a vulnerable dream about what they'd like to see if they if it was possible and then five uh tell me about your family do you have grown children grandchildren nieces and nephews I think this is absolutely necessary most of you probably already do it but you want to have them Express how they feel about their family members you'd be surprised we think that they're all going to have great warm feelings about their family members but some don't some want nothing to do with family members and they're like I want to make sure I spend every last dollar I have before I die so that they get nothing which sometimes surprises me but uh now that we've been doing this for so long and asking this question you won't be surprised recommended questions to build trust so if you've done the connection part correctly this should be easy here's a question you can start with do you have any specific Financial concerns for any of your family members because now you're talking about vulnerabilities I just mentioned it before they may have a family member they want to get nothing they want they may have a family member with special needs that they want to get everything uh and so it's important they may have a a parent who may outlive them and they're concerned that they are their only fallback and provider for their long-term financial needs so this is really an important question for you to shape that financial plan next is there anyone other than your family that you're financially concerned for often times like in my particular case my best friend at age 52 was diagnosed with pancreatic cancer his kids were in elementary school and he was extremely concerned about helping get them getting through college and and marriage and into adulthood and he was that was his greatest concern my wife and I became their godparents and and we agreed that we would make sure that we were always there for them the way that he would be there for them but those are vulnerable stories that if you can get to and get them to share with you now you know that you're building trust now you know that they're willing to be honest with you and it's a great opportunity to give them a chance to do that not everybody's going to be in that particular circumstance there's other questions you can ask do you currently support any nonprofits or do you plan to this is a opportunity for them to share that maybe they give to faith-based organizations or uh organizations that are outside this country that providing for uh underprivileged across the world it they get a chance to share their the value of where they want their money to go and who they want to support so again the more that they answer these questions tells you that you did a good job in the connection step of asking questions and finally on the trust side of things it's a great question to finish with have you ever received an inheritance or been awarded any type of settlement and this is important most people won't admit it they don't put it on financial documents because they don't want again the pessimism in them doesn't want to rely or count on any sort of additional funding for their retirement and so they tend to leave it out and it's important if they are willing to admit it to you you know you've done a great job of establishing trust so if You' if you've done that then we can move on to the fact that they're going to start being uh honest about their values and their fears which is kind of the clarity that we need to wrap up the conversation so we begin talking or asking questions to get them to give us feedback and start with a question like what would you say is the best financial decision you've ever made and most of us can see past the answer to this question it does tell them a lot about tell us about a lot about how they think and how they feel and depending on hopefully at this point in time they'll tell you exactly honestly how they feel about this particular question and then two where have you learned the most about saving and investing so this will give you a backdrop to where their opinion is coming from or their feelings are coming from about certain Investments they may have a parent who lost everything because of a variable life insurance product in the 90s that just went upside down and they got taxed to death and had to sell their home and so when they share a story like that with you it may not be a good idea to lead their financial plan with any sort of cash value permanent life insurance just saying it may be part of the plan down the road it just may not be a good place to start with what they've just shared with you all right another question what are you what are some of your financial goals now we mark this as a must must ask now of course they've already answered this in the in the questionnaire that they turned in so here's a chance to see if you've done your job correctly because if they answer consistent with what they put in the questioner then it tells you something about their honesty and vulnerability if they give you more information or something different from the questionnaire then that tells you that you brought something deeper out of them through the process of asking questions and good for you because you're going to have a more accurate and authentic financial plan that you put together for them another must must ask is what are some of your financial concerns Andor challenges let's see if they answer this the same way as the questionnaire and that will tell you if you've brought up any further concerns or challenges based on the questions that you've had for them during this time that you guys have had together final must ask question what do you want or expect out of the partnership with a financial adviser now this is a tough one to to ask because it's very poignant and if they hesitate to answer this question it tells you that maybe you haven't done a good enough job on the front end connecting in trust for them to be vulnerable some will outright tell you and often this brings up that they've had a bad experience with a financial advisor or they will confess to you what pieces are missing from an existing financial advisor that they have and allows you to help them self-identify what's missing and what you can provide them all right now now we should be to a point of clarity but we need to confirm that Clarity because often times we think we're right and sometimes we're wrong and that will lower our conversion rate so when we look at Clarity looks like we've got these in the wrong order but we're going to put them all up number one ask for permission that you've got it right so for clarification just to make sure I understand you correctly am I correct that you say that you and then list what you think are their greatest Family Values their most important concerns and their ultimate goal with the process of meeting with you and if you can put that in one sentence and get agreement with them then you have done a successful job at going through leading them through this process and you nailed it that you authentically understand what their true purpose is for meeting with you and if you can address that concern there's a high probability they're going to become a client and then you can kind of take it to the next step and get some commitment from them and and and give them permission based on what you shared with me today I believe we can help you you seem to be an IDE deal fit for our firm because you are who we serve and then again you are who we serve well we serve families who have your values your concerns and your goals you can repeat them to make sure you've got it correct and if they're in agreement and these are the type of people you serve then they know they're in the right place and they know that you can you understand them and you you have compassion and that you also have Solutions and then three to get the Buy in you this is where you set up appointment number two this is extremely important this is the pullback because when salesmen or advisors press in for the sale guess what happens people press back because it's our natural human nature to be defensive and put walls Up when somebody presses in on us but the way to avoid that is for you to fall back and then they fall back and that's number three where you say but you know what I'm not 100% sure so here's what I'd like to do next in order to be certain I need to run a financial Diagnostics now this could be your own unique process it doesn't matter what that Diagnostics really entails each person each advisor is going to be something uniquely different and should be so set expectations and make sure that you walk them through your proprietary process whatever that Diagnostics is number one this is an example just explaining process our proprietary process allows us to take your information and stress test it in a way that most people would never be able to see it's intelligent factual and it's easy to understand most importantly it will help us identify what we call unnecessary risk inside your financial life and that's what we he do here at the AFI group or whatever the name of your company is whatever it is the outcome you can replace them in this statement point being is is that it's intelligent factual and easy to understand so make it simple high level easy to understand and it's similar to what I always give to our prospects is the analogy of going to the doctor if the doctor gives you five minutes and you say oh I got shoulder pain my shoulder hurts every time I lift my elbow and the doctor says okay you know what I'm going to write a prescription for orthopod orthopedic surgery we'll scheduled for next Thursday would you trust the process obviously not because what what people want is they want confirmation they want not just a a prognosis not just a diagnosis they want testing and and the the stress test is testing it's just like going and no let's make sure that we know that the problem really is the problem because if we don't get to the real problem we can't come up with a real solution so this process of a proprietary process of testing and coming up with the real problem will help us develop a real solution all right and the last one see if I have another one I have another one it was hidden there show them a sample of what they can expect so print off the Highlight sheets I'm talking about high level one to three pages maximum summary sheet that shows an example of another family so that they understand this is exactly what they'll get at the end of their next appointment again it's about setting expectations and showing your process and then four this is a statement that we would make if are and very very important because here is where you're setting up the expectation of a decision you're asking them to make right now if our unique process whatever it is can show you exactly how we can address your concerns are you open to allowing me to implement this plan for you because if not normally we charge like, 15500 $2,000 for this plan and we don't want to move forward and do all this work if you have no intention of using us to implement the plan for you now I have no problem problem if you if you have a financial adviser that you trust and who's fully on top of all of these things and you just want this as a confirmation you're on the right track then we can create an agreement and charge you the $1,500 and just let me know now before we get any further into this but if you're saying that you want us to develop a plan that hasn't been developed for you then will you allow us to implement the plan for you if you get a head knot a yes of course you've already gotten permission now as long as you know what the real problem is and come up with a real solution that is in line with their values you've already got permission so by the time you finished meeting number one you have permission to start printing applications and account setup paperwork in preparation for meeting number two if you're confident that you've identified the real problem with a real solution that is in line with their values absolutely essential step of the process you do this I guarantee you you're going to double your conversions all right so now it comes to meeting wrap up we've gotten their permission we've gotten their Buy in they know our process so how do we wrap this meeting up one make sure you schedule the next appointment I don't care what they say I don't care if they say I don't have my calendar then you say okay that's okay let's just pick a random date anyways and then you can reschedule as soon as you get your calendar because if we don't get you on the calendar now then I'll lose track you you may lose your place in line and we don't want that to happen so let's just random pick a date and then you can go home and reschedule it and then two uh you you don't want enough time in between where they begin asking other people questions doing research online and uh starting to doubt the process and then set the expectation make sure they understand let's make the earliest possible appointment you can reschedule if you need to but let them know how long is the meeting going to be what are the deliverables you've already shown them the plan that you're going to provide them and an example of it and then what decisions will be made during that meeting and so they're already prepared for it there are no surprises then I encourage you to give them homework this is a challenge to see how much they're buying into the process give them a video to watch or a movie it's maybe a documentary movie that an article a book it it doesn't matter it's just a a way of challenging and keeping their attention where you want it to be and then I encourage you to give them a new pad of paper with your logo on it with a pen and ask them to write down any question that crosses their mind between now and when we meet next so that you can answer every single one of those questions or doubts or concerns that they may have in between the the first appointment and the second appointment if you do this right you'll get them successfully 99% successfully into that second appointment and they're ready to go and then finally communicate your expectations about your schedule let them know that you're trying to fit as many families in on your schedule as possible because you're trying to help as many families and the demand is enormous whether it's for you specifically or for the industry in general families need your help and so you're trying to reserve your time for those who are most open to wanting and receiving your help and so you let them know that and say if for any reason you cannot make this appointment and need you reschedule please give me 24 hours of notice so I can invite another family to take your place and that helps them respect your calendar respect your time and it again sets the expectation okay so that's pretty much it that's the process and if you follow it correctly it will take you some time to perfect the process you'll learn when you get to the end of the process if you didn't land where you wanted to you can go back and ask yourself okay do I need to improve my connection do I need to improve the trust level what should I ask different questions and so it's it's important for you to find find some sort of mentor another adviser in your office and in the military we call it after action reports and go through and see what went wrong and see what you can do in in comparison to what we just laid out what did you miss did you not ask the right question did you misjudge a particular answer and then the very next appointment you'll be more prepared and you'll have a higher conversion rate I look forward to catching up with you in our part three of the three-part series next all right thanks for joining us for this week's uh digital advisor weekly live hope that was valuable for you of course uh if you would like a copy of all three parts of this series feel free to either comment or reach out to us uh you can email Rob amh support.com otherwise we'll see you next week week Wednesdays 8: a.m. Pacific you guys have fantastic week