Compliance Connection
Three actions you can take to make a positive impact with your clients
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For Aetna Medicare External Telesales, External Field and Exchange Partners
October 30, 2025
Three actions you can take to make a positive impact with your clients
Even when you provide clear and accurate benefit information, some clients may still choose to file a CTM. In this issue, we'll share three key actions you can take to help your clients find the right plan and strengthen long-term retention:
Build rapport
Listen more—sell with your ears
Respond proactively to negative feedback
Tips to build trust and retain your clients
Build rapport
Focus on building a connection by finding something you and your client have in common. It doesn't require a long conversation—something as simple as talking about the weather can help break the ice and build rapport. Remember, when your client feels comfortable with you, they're more likely to share their needs and any concerns.
Listen more—sell with your ears
While your sales script is an important tool for any enrollment, a successful sale also involves active listening before, during and even after the enrollment.
Monitor yourself. Are you really listening or are you focused on getting ready to talk?
Paraphrase or repeat what your client has told you. Your response confirms you both have the same goal and you are working together to find the best plan for them.
Don’t rush. You’ll need to take your time to understand your client’s needs and for your client to fully understand any benefit changes. Your slower pace will also encourage them to ask questions.
Respond proactively to negative feedback
Clients may raise concerns about the plan you present and it's important not to ignore or disagree with their objection. For example, even if a plan has all the benefits they're looking for, they might be worried their specialist is not in the plan’s network. Acknowledge their concern, review the pro and cons with them and show you're working together to find the best solution. This approach helps build trust and keeps the conversation productive.
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