HPO Overcoming Objections

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

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