1. Critical Illness Training Critical Steps Module 5: Critical Illness Objections For agent use only. Not for use with consumers. 15-425-02251 E (12/12)

2. “Sales are contingent upon the attitude of the salesman— not the attitude of the prospect.” - W. Clement Stone

3. Objections “This is expensive” “I can get it cheaper” “I have a lot of my own money” “I’m healthy, it’s not going to happen to me” “I have disability insurance” “I don’t like the definitions/exclusions” “I want to wait”

4. “Expensive” = happens a lot

5. Too expensive Compared to what? Insurance comparisons: home, car, jewelry, etc. Script

6. Comparing insurance AssetValuePremium Guaranteed Cost? Car$$No Home$$No MP3 Player$$Yes Jewelry$$No CI Funding$100,000$1,000Yes

7. Healthy? Survive Specifically for you Preferred Underwriting program Script

8. Twin brothers

9. But I exercise You may change you car’s oil and filters regularly but you still insure the car right? No break-ins: Still lock the front door? Alarm? Home insurance? Good advice: Control the things you can and consider insuring things you can’t Script

10. I have disability insurance Can you afford a four-month vacation from work? Do you need most of your income? When you are able to perform the substantial duties … will you want to?

11. Do you see a difference… between… – A sore back and cancer – A broken leg and stroke Who doesn’t and cannot?

12. Your car today Think of disability insurance as the brakes on your car. Think of critical illness insurance as the airbag.

13. Definitions Not rigid but objective Must be EXPLAINED prior to being shown A great thing vs. Why isn’t this covered? No one deciding how worthy you are DOCTOR, DOCTOR, DOCTOR!

14. Living benefit letters To doctor To family

15. CI success: how it may happen They don’t always buy … especially since it’s new. 1.Agenda 2.A year later … stuff will happen around them 3.A year or two later … stuff happens to them

16. Who has a list of prospects?

17. “You miss 100% of the shots you never take.” - Coach to Wayne Gretzky

18. Script: compared to what? “I hear that you’re saying that it’s too expensive. Can I ask, compared to what?” (Then insurance comparison) “Many clients have found it helpful to look at this product and its value compared to other insurance products they already own. Let me scribble down what I mean by that. So what is the value of your home? Do you own home insurance? What do you pay for that coverage?” “Is that premium guaranteed, or can the insurance company change it, even if it’s other people—not you—who file a claim?” (If your CI rate is guaranteed) (continued)

19. Script: compared to what? “So what is the value of your car? Do you own car insurance? What do you pay for coverage?” “Is that premium guaranteed, or can the insurance company change it, even if it’s other people—not you— who file a claim?” (If your CI rate is guaranteed) “I’ll scribble in the one that someone showed me, a $200 iPod that they were offered an extended warranty on for $45! Now here we have your health (not an iPod), and a benefit we have discussed of $100,000 tax-free, with a premium of $X (that is contractually guaranteed even if all kinds of other people claim).” (continued)

20. Script: compared to what? “When people look at the guarantees plus the reality that according to the American Cancer Society, one in three of us will be diagnosed with cancer in their lifetimes, they realize that the product is a tremendous value compared to many of the other insurance products they already own.” “So what is the value of your car? Do you own car insurance? What do you pay for coverage?” “Is that premium guaranteed, or can the insurance company change it, even if it’s other people— not you—who file a claim?” (If your CI rate is guaranteed) (back)

21. Script: cancelled insurance? “I think it is admirable that you exercise, eat right, and are doing the right things to reduce health risk. Unfortunately, we can often do all the right things and still have bad things happen. Usually, if there is a way to insure the uncontrollable part of the risk, we often do. “For example, if you decide to put locks on your door and install an alarm system, I suspect you would not cancel your home insurance, correct? “You are doing all the right things to reduce the likelihood of a break-in, but are still smart enough to own the insurance, as you can’t completely eliminate the risk “In reality, this Critical Illness discussion is the same in that you are putting yourself in a better position than many to avoid an illness. Still, we can’t eliminate the risk, but can greatly reduce its impact with this coverage.” (back)

22. Script: healthy people “I go one step further, as I don’t think it is right or fair when people like you, who take care of themselves, and are healthier than the average person, get these diagnoses. I go so far as saying that healthy people like you (us) when facing a major diagnosis like cancer, deserve relief even more than people who don’t take care of themselves. “The good news is that people in excellent shape are far more likely to need help only for a short period of time while en route to a full recovery. And it’s for that period of time where this product can provide some great options to bridge someone back to recovery. “In many ways, this product makes even more sense for really healthy people as they are far more likely to survive and claim on this product than the unhealthy people who would likely pass away, leaving their life insurance for their heirs.” (back)

23. Questions? For agent use only. Not for use with consumers. 15-425-02251 E (12/12)