Turning 'No' Into 'Know'
As a Medicare insurance agent, objections are part of the game. But objections aren’t the end of the conversation—they’re the beginning of a new opportunity. Whether it’s skepticism, confusion, or just plain hesitation, learning to navigate objections with confidence and humor can turn potential roadblocks into steppingstones.
Here’s your guide to mastering objections in Medicare sales, complete with actionable tips, scripts, and a touch of humor to keep things lively.
Why Objections Are a Good Thing
Before we dive into scripts, let’s reframe objections. Think of them as a sign that your prospect is engaged. If they didn’t care or weren’t interested, they’d just say, “No, thanks,” and hang up. Objections mean they’re thinking, processing, and possibly even curious about what you’re offering.
Or, as one seasoned agent put it:
"Objections are just questions in disguise. If you can answer them, you’re one step closer to a sale."
Common Medicare Objections and How to Handle Them
Let’s break down some of the most common objections you’ll encounter and how to respond like a pro.
1. “I’m happy with my current plan.”
Translation: I don’t want to deal with change right now.
Your response:
“Absolutely, [Client Name]. A lot of people feel that way! But plans can change every year, and so can your healthcare needs. Let’s take five minutes to make sure your current plan is still the best fit. It never hurts to double-check, right?”
Why it works: You’re not attacking their current plan or pressuring them to switch. You’re positioning yourself as a helpful resource.
2. “I don’t want to pay more.”
Translation: I’m worried about costs.
Your response:
“I completely understand, [Client Name]. No one wants to pay more than they have to. That’s why I specialize in finding plans that fit your needs AND your budget. Let’s see if there’s an option that offers you the coverage you need without stretching your wallet.”
Pro Tip: Use specifics. If they’re paying $0 for premiums now, highlight other cost-saving opportunities like lower co-pays or additional benefits.
3. “I need to think about it.”
Translation: I don’t feel confident enough to say yes yet.
Your response:
“That’s a great idea, [Client Name]. Making decisions about Medicare is important, and I want you to feel 100% comfortable. Let’s schedule a quick follow-up call so I can answer any other questions that might pop up after we hang up today.”
Why it works: You respect their need for time while keeping the door open for further engagement.
4. “This seems too complicated.”
Translation: I’m overwhelmed.
Your response:
“I hear you, [Client Name]. Medicare can feel like trying to decode a foreign language. That’s where I come in—I’m here to simplify things for you. Let’s break it down together. What’s the one thing about Medicare that confuses you the most?”
Why it works: You’re acknowledging their feelings while demonstrating your expertise in making Medicare manageable.
5. “I don’t trust insurance agents.”
Translation: I’ve had a bad experience before.
Your response:
“I completely understand, [Client Name]. Unfortunately, not all agents are created equal. My job is to educate you and make sure you feel confident in your decision—whether that means sticking with your current plan or switching to a new one. No pressure, just guidance.”
Why it works: You’re addressing their mistrust head-on and positioning yourself as a trusted advisor rather than a pushy salesperson.
Pro Tips for Handling Objections
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Listen More Than You Speak: Sometimes, clients just need to feel heard. Let them vent or explain their concerns fully before jumping in with a response.
“Silence isn’t awkward—it’s golden. It means they’re thinking.”
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Ask Open-Ended Questions: Instead of asking, “Do you have questions?” try, “What’s the biggest concern you have about your Medicare coverage?” This encourages dialogue and gives you a chance to address their specific needs.
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Have a Cheat Sheet Handy: Keep a list of common objections and responses nearby, especially if you’re new to Medicare sales. Confidence grows with preparation.
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Keep It Light: Humor can be a great icebreaker.
Example: “I know Medicare feels like alphabet soup—Part A, Part B, Part D. But don’t worry, I’m the chef who makes sense of it all.”
Best Practices for Overcoming Objections
- Follow Up Without Being Pushy: Send a friendly email or make a quick follow-up call to check in. Persistence pays off when done with care.
- Use Testimonials: Share success stories from other clients to build credibility. For example:
"One of my clients felt the same way you do, but after we reviewed their options, they found a plan that saved them $500 a year. I’d love to help you, too."
- Be Patient: Some clients need multiple touchpoints before making a decision. Stay consistent and available.
Your Objection-Handling Checklist
- Listen carefully to the client’s concern.
- Acknowledge their feelings and show empathy.
- Respond with a tailored script or solution.
- Ask follow-up questions to clarify their needs.
- Offer to schedule a follow-up call or provide additional resources.
- Keep a positive and professional tone throughout.
- Follow up promptly with any promised information.
Ready to Master Objections? PSM Has Your Back!
Handling objections isn’t just about closing sales—it’s about building trust and long-term relationships. At PSM Brokerage, we provide our agents with the tools, training, and resources to navigate even the toughest client conversations.
Don’t let objections slow you down. Contact us today and discover how we can help you turn “no” into “know” and “maybe” into “yes!”
