Read each scenario. Try to think of a rebuttal to overcome the objection before flipping the card.
Start
01
"I'm not interested. I'll be staying on my current plan."
Flip card
01
"I understand, (Client Name). Just so I can update my records - are you saying that because you're happy with your current coverage, or because you weren't actually looking for additional benefits?"
Explanation: This opens the door for further conversation and helps you tailor the next steps.
Start fromthe beginning
I didn't know it well... Let's do it again
I knew it! Let's move forward
02
"I do not have Medicare part A or B."
Flip card
02
"Since you do not have Medicare parts A and B we can have someone assist you with getting coverage for Dental, Vision, Hearing, and Catastrophic coverage in the event you have a hospital stay or are diagnosed with a critical illness."
Explanation: This reframes the call as an opportunity to explore alternative coverage options.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
03
"I'm a little busy right now."
Flip card
03
"I understand that you are busy. When would be a better time to speak about your benefits?"
Explanation: This response respects the customer's time while keeping the door open for future engagement.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
04
The customer states they are busy after a callback attempt.
Flip card
04
"I understand that you're busy. This won't take very much time. I am going to ask you a few questions."
Explanation: It respects the customer’s time while offering a quick, low-effort way to continue the conversation..
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
05
"I'm not ready to make any changes right now."
Flip card
05
"That’s totally fine. I can still share what’s available so that you have it when you’re ready. Would now be okay for a quick overview?”
Explanation: This reassures the customer there’s no pressure to commit, while still offering helpful information that empowers future decision-making.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
06
"I'm worried that I won't be able to afford the plan."
Flip card
06
"I completely understand that budgets are important. I can connect you to an agent who may be able to find you a plan to increase your benefits and lower your monthly payments. Do you feel comfortable moving forward?”
Explanation: This response shows empathy while offering a solution that could improve coverage and reduce costs. Asking if the customer feels comfortable moving forward keeps the tone respectful and collaborative.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
07
"I'm not sure I need coverage right now."
Flip card
07
"I understand your hesitation, but securing coverage before a need arises is often the best move. Let's get you connected with a licensed advisor who can help you make an informed decision.”
Explanation: This response reframes the objection by emphasizing proactive planning and positions the advisor as a helpful resource.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
08
"I'm just looking for information. I'm not ready to commit."
Flip card
08
"That’s perfectly fine. Speaking with a licensed advisor is a no-obligation way to get the clarity you need—let’s get you connected.”
Explanation: This response removes pressure and encourages action by offering a low-risk next step.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
09
"I don't have time right now."
Flip card
09
"I respect your time. A quick conversation with an advisor could save you hours down the road—let’s schedule a moment that works for you.”
Explanation: This response acknowledges the time constraint while asserting the long-term value of a brief conversation.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
10
"I’m worried about hidden fees or fine print."
Flip card
10
"That’s a valid concern. Our licensed advisors are trained to explain everything transparently—let’s get you the clarity you deserve.”
Explanation: This response builds trust by addressing transparency and positions the advisor as a reliable source of truth.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
End
Great job! If you want to reinforce what you’ve learned, hit review Again. You’ve got this!
Reviewagain
HPO Overcoming Objections
Brandi
Created on September 5, 2025
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Transcript
Read each scenario. Try to think of a rebuttal to overcome the objection before flipping the card.
Start
01
"I'm not interested. I'll be staying on my current plan."
Flip card
01
"I understand, (Client Name). Just so I can update my records - are you saying that because you're happy with your current coverage, or because you weren't actually looking for additional benefits?"
Explanation: This opens the door for further conversation and helps you tailor the next steps.
Start fromthe beginning
I didn't know it well... Let's do it again
I knew it! Let's move forward
02
"I do not have Medicare part A or B."
Flip card
02
"Since you do not have Medicare parts A and B we can have someone assist you with getting coverage for Dental, Vision, Hearing, and Catastrophic coverage in the event you have a hospital stay or are diagnosed with a critical illness."
Explanation: This reframes the call as an opportunity to explore alternative coverage options.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
03
"I'm a little busy right now."
Flip card
03
"I understand that you are busy. When would be a better time to speak about your benefits?"
Explanation: This response respects the customer's time while keeping the door open for future engagement.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
04
The customer states they are busy after a callback attempt.
Flip card
04
"I understand that you're busy. This won't take very much time. I am going to ask you a few questions."
Explanation: It respects the customer’s time while offering a quick, low-effort way to continue the conversation..
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
05
"I'm not ready to make any changes right now."
Flip card
05
"That’s totally fine. I can still share what’s available so that you have it when you’re ready. Would now be okay for a quick overview?”
Explanation: This reassures the customer there’s no pressure to commit, while still offering helpful information that empowers future decision-making.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
06
"I'm worried that I won't be able to afford the plan."
Flip card
06
"I completely understand that budgets are important. I can connect you to an agent who may be able to find you a plan to increase your benefits and lower your monthly payments. Do you feel comfortable moving forward?”
Explanation: This response shows empathy while offering a solution that could improve coverage and reduce costs. Asking if the customer feels comfortable moving forward keeps the tone respectful and collaborative.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
07
"I'm not sure I need coverage right now."
Flip card
07
"I understand your hesitation, but securing coverage before a need arises is often the best move. Let's get you connected with a licensed advisor who can help you make an informed decision.”
Explanation: This response reframes the objection by emphasizing proactive planning and positions the advisor as a helpful resource.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
08
"I'm just looking for information. I'm not ready to commit."
Flip card
08
"That’s perfectly fine. Speaking with a licensed advisor is a no-obligation way to get the clarity you need—let’s get you connected.”
Explanation: This response removes pressure and encourages action by offering a low-risk next step.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
09
"I don't have time right now."
Flip card
09
"I respect your time. A quick conversation with an advisor could save you hours down the road—let’s schedule a moment that works for you.”
Explanation: This response acknowledges the time constraint while asserting the long-term value of a brief conversation.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
10
"I’m worried about hidden fees or fine print."
Flip card
10
"That’s a valid concern. Our licensed advisors are trained to explain everything transparently—let’s get you the clarity you deserve.”
Explanation: This response builds trust by addressing transparency and positions the advisor as a reliable source of truth.
Start fromthe beginning
I didn’t know it well... Let's do it again
I knew it! Let's move forward
End
Great job! If you want to reinforce what you’ve learned, hit review Again. You’ve got this!
Reviewagain