When you discuss Disability insurance, do the following:

1. Discuss Features and Benefits

   In order to feel comfortable selling products or services or even referring individuals to CCB, it helps to know what the product or service is (feature) and how it helps individuals (benefits). Below are the features and benefits of Disability insurance.

   
   

   Features

   • No medical examination or bloodwork
   • No deductible on insurance coverage 
   • Premium is part of monthly loan payment
   • Dismemberment will retire the debt if the insured suffers loss of sight, foot, or hand
   • No out of pocket expenses / no down payment
   • Protection of client's credit rating/assets

   
   

   Benefits

   • No negative marks on the credit report 
   • Payments are made to the loan worry-free
   • Flat rate per person 
   • Peace of mind

2. Identify Opportunities

   Always be on the lookout for clients who may benefit from Disability insurance. Below are examples of prospective clients.

   • Clients obtaining a loan
   • Clients purchasing a home 

3. Discover Client Needs

   Before you recommend a product or service to a client, prospect, family or friend, it only makes sense to recommend things they might actually need or like. This is why it's important to ask questions that help us gain insight about an individual's banking preferences.

   
   

   Sales Associates

   To identify the very best credit product for each prospect based on his or her needs, you need to ask qualifying questions. The qualifying questions are as follows:

   • Do you anticipate having any borrowing needs in the future?
   • What do you plan on using the borrowed funds for?
   • What kind of disability plan do you have at work?
   • How much insurance do you think you need?
   • How do you plan to make the monthly payments if you get sick or injured and are unable to work?

   
   

   Non-sales Associates

   If you don't feel comfortable with credit product information, but are working towards your Take it to 10 goals, don't focus on a specific product. Instead, ask if the prospect is interested in applying for a credit product at CCB. To do this you might say:

   I work at Capital City Bank and we offer credit products designed to meet your banking preferences, including Disability insurance. Would you be interested in learning more about this with an associate of mine?

4. Recommend Products/Services

   When you have identified a need or learned about a prospect's banking preferences, you are ready to start making recommendations that align with his/her goals or likes and dislikes.

   
   

   Sales Associates

   Below are examples of what you might say when recommending Disability insurance after having used the qualifying questions.

   Ms. Ferguson, the monthly payment for this new loan is going to be $______. This payment includes Disability insurance which I recommend to all of my clients. In the event you are unable to work because of a sickness or injury, this particular product will either protect your monthly payments or pay off your loan altogether. So if this sounds good to you, I would like to get started on your paperwork today.

   
   

   Non-sales Associates

   If you are simply trying to make a referral to CCB, then you are recommending the bank, and even a specific banker. Below is an example of how you make this recommendation.

   I recommend Capital City Bank, not only because I work there, but also because it is a great place to bank. We are a strong, stable, community bank with a variety of personal and business products and services. I would be happy to connect you with a friendly banker who would be willing to help you find the right insurance product for you.

5. Handle Objections

   It is highly likely that once you make a product or service recommendation, you will receive objections. Before responding, keep the following points in mind:

   • Make sure you understand the question or objection
   • Be empathetic
   • Address the question or objection even if you can't change the product or service
   • Check with the prospect to make sure he or she accepts your response or explanation

   
   

   To respond to objections, use Feel, Felt, Found to structure your responses. Below are examples of Disability insurance objections and suggested ways of responding.

   
   

   Sales Associates

   Client Objection: "I have enough insurance through my work."

   Feel: I understand that you feel that way.

   Felt: Many of my clients have felt the same way.

   Found: Mrs. Geary, can you tell me about your insurance at work? Do you have disability insurance in the event you become disabled and cannot work? Do you realize that private disability policies only pay a percentage of income if disabled (not over 70%)? If you lose your job, your insurance may not be transferrable. Our Payment protection plan (disability) is a great enhancement to your private disability policy and will specifically make this loan payment until you return to work. Would you like to consider adding this service to your loan?  

   
   

   Non-sales Associates

   Client Objection: "I have to talk to my husband."

   Feel: I understand you need to speak to your husband. 

   Felt: Most people like to check out a few places or get recommendations before doing something.

   Found: Most people I talk to find that Capital City Bank has all the bells and whistles of the big banks with a small community feel. You can always speak to one of our bankers who can tell you more about our Disability insurance with no strings attached. Would you like to give it a try?

6. Ask for the Business

   If you don't receive an objection or have already come to an acceptable resolution with the client or prospect, you are ready to ask for the business. Asking for the business is what we say to move the sale forward. Below are some examples of what you might say to ask for the business.

   Sales Associates

   • May I add this service to your loan application?
   • Would you like to add the Disability insurance to your loan? 
   • Do you want to add the Disability insurance today?
   • Are you ready to add Disability insurance to your application now?

   Non-sales Associates

   If you are making a referral for Take it to 10, you are trying to get the prospect to agree to meet with a banker about a need. Below are some examples of what you might say to do that. 

   • May I get your contact information so I can have my friend, ___________, call you?
   • Can I get your name and number so I can have a banker call you about adding Disability insurance to your loan?  
   • May I have a banker call you to help you find the insurance product for you?

7. Make a Referral

   If you are a sales associate or non-sales associate who cannot process a Disability insurance application, but have identified someone who is interested in Disability insurance, remember to refer him or her to an associate who can help.

   Making referrals at Capital City Bank is as easy as A B C! Below is an example of the ABC method to making referrals. 

   
   

   Acknowledge or Ask questions about a need.

   What do you typically look for in a financial institution?

   
   

   Bridge with a transition statement highlighting how Capital City Bank can meet that need.

   I work at Capital City Bank and we have great products to help meet your financial needs. 

   
   

   Connect to a Capital City Banker that can help.

   Our Personal Bankers/Market Leader/Lender can help you find the best insurance for your loan needs. Would you like for me to have a banker contact you at a time that works for you?

8. Process the Sale

   Sales are processed in generally one of two ways:

   • The associate who can sell the product follows established policies and procedures to close the sale.  
   • An associate connects the person to a qualified banker using a Synapsys referral for the application. The qualified associate completes the Disability insurance application.
     
     

   Additional Information on Sale Processing

   See the Synapsys referral instructions.