making the DI insurance sale and following up with superior service DI /13

disclosures In approved states, Disability Income insurance (forms 4501NC, 4502GR and 4503BOE) is issued by Ameritas Life Insurance Corp. located at 5900 "O" Street, Lincoln, NE In New York, Disability Income insurance (forms 5501-NC, 5502-GR and 5503-BOE) is issued by Ameritas Life Insurance Corp. of New York located at 1350 Broadway, Suite 2201, New York, NY Policy and riders may vary and may not be available in all states. In approved states, DInamic Fundamental SM (form 4504LS) is issued by Ameritas Life Insurance Corp. located at 5900 "O" Street, Lincoln, NE Policy and riders may vary and may not be available in all states. This information is provided by Ameritas ®, which is a marketing name for subsidiaries of Ameritas Mutual Holding Company, including: Ameritas Life Insurance Corp., Ameritas Life Insurance Corp. of New York, Acacia Life Insurance Company, The Union Central Life Insurance Company, and Ameritas Investment Corp., member FINRA/SIPC. Ameritas Life Insurance Corp. and Acacia Life Insurance Company are not licensed in New York. Each company is solely responsible for its own financial condition and contractual obligations. For more information about Ameritas ®, visit ameritas.com. ameritas.com Ameritas ® and the bison are registered service marks of Ameritas Life Insurance Corp. © 2013 Ameritas Mutual Holding Company For Producer use only. Not for use with clients.9/7/2015

For Producer use only. Not for use with clients. sources of information We used multiple sources, plus personal experience in sales to develop this presentation. Some of the books include: The Boxcar Millionaire by Tom Black, Tom Black Center for Selling, Inc., 2007, Selling is a Team Sport by Eric Baron, Prima Publishing, The Sales Bible by Jeffrey Gitomer, William Morrow & Co., /7/2015

For Producer use only. Not for use with clients. purpose of today’s session Discuss how you successfully close a sales interview and move into the implementation phase Further your relationship with your new client Develop your customer service story so you can successfully serve their immediate needs, and also position yourself for future sales 9/7/2015

For Producer use only. Not for use with clients. they just said yes...now what? Your relationship has now changed…they are your clients, not prospects First things first Reconfirm the sale Walk through the sales process Get their approval throughout the process Establish your relationship and how you will work with them throughout the process and moving forward 9/7/2015

For Producer use only. Not for use with clients. walk them through the sales process Reinforce the sale Set some expectations Eliminate confusing insurance language and explain in easily understood terms how and why things are being asked of them Teleunderwriting Part 1 MIB Mini-exam This provides an opportunity for them to see how they will be treated as a customer 9/7/2015

For Producer use only. Not for use with clients. get their approval throughout the process “The first thing we need to do is confirm what you want to purchase. Let’s review the proposal and ensure we are straight on that. This is what I show as the desired benefits. Look OK?” “The first step is to complete an application. This will take a few minutes, and depending on how we handle, you will also need to provide me some medical and/or financial documentation. Any reason we can’t knock this out right now?” 9/7/2015

For Producer use only. Not for use with clients. get their approval throughout the process (cont.) “There are a couple of options on how to handle the application. Depending on the extent of your medical history, I will recommend the best way to handle. Is there any significant medical history that I need to be aware of?” “I would like to use a simplified underwriting process called EZ App, which allows me to gather some of the personal data, but provides for a skilled interviewer to quickly review the medical and lifestyle questions over the phone. This allows you to be prepared with any medications or physician contact information that might be necessary. Are you OK with that?” 9/7/2015

For Producer use only. Not for use with clients. reconfirm the sale During the application, the underwriting process, your periodic updates, etc., you are constantly reaffirming their buying decision Let them know their status as they are underwritten. It is better to know if they are having second thoughts now versus finding out at delivery If you become aware of adverse medical or financial history which might affect the underwriting, now is the time to make them aware and potentially rectify 9/7/2015

For Producer use only. Not for use with clients. how do you handle bad news Remember, bad news does not get better with age Reinforce that you are committed to serving their needs! You are working on their behalf You are watching over the underwriting process and will ensure they understand what is being done and how it effects them Bad news isn’t always bad news 9/7/2015

For Producer use only. Not for use with clients. taking care of your client How can you lose a client? Put money ahead of service Complacency Poor delegation within the staff Lack of training Not listening Lack of attention Not doing what you said you would do 9/7/2015

For Producer use only. Not for use with clients. what does outstanding service look like? Dedication to customer service up and down the company Immediate response to the client Take responsibility for the customers’ needs Do what you say and follow up immediately Agreement with and empathy Flexibility to serve specific need 9/7/2015

For Producer use only. Not for use with clients. what does outstanding service look like? (cont.) Empowered employees Consistent, on-time delivery Deliver what you promise before and after the sale Zero defects and error free delivery Outstanding people servicing your clients Smile when talking on the phone 9/7/2015

For Producer use only. Not for use with clients. getting referrals Customers talk to their associates, friends, and family 3 will let someone else know if you do a good job 10 will let someone else know if you do a great job 25 will let someone else know if you do a bad job 50 will let someone else know if you do a really bad job How are they talking about you? 9/7/2015

For Producer use only. Not for use with clients. simple ways to differentiate yourself Keep them apprised on the progress of their case Bad news does not get better with age Remind them of your role in getting the coverage approved and why it is important to them Send them a thank you note or card Be part of the 1% who take the extra step Under promise and over deliver Check out the policy prior to deliver Understand any riders, exclusions or ratings 9/7/2015

For Producer use only. Not for use with clients. are you committed to your success? Get and keep a positive attitude Set goals and make a commitment to keep them Dedicate yourself to mastering the science of selling Design and implement a networking plan Be a leader Get involved in your community 9/7/2015

For Producer use only. Not for use with clients. are you committed to your success? (cont.) Know your prospect and your prospect’s business before you make the sales call Be memorable Help the other guy Stay focused and look for opportunity Establish long-term relationships with everyone Have fun 9/7/2015

key contacts Your Agency or Brokerage Manager Your Ameritas ® Sales Development team Your GSI Regional Director The DI Product Management team For Producer use only. Not for use with clients.9/7/2015