Objection handling
How to answer “I have this through my employer or my bank”
The customer believes the need is already covered by someone else.
Why customers say it
Group schemes and bank products are visible, and few people know their limits or what happens when they change job.
Three ways to respond
One approach for each setting. Adapt the words to the customer and to your company’s rules.
- In sales
- Treat it as a question. “Good. Do you know what it covers and what happens if you change employer?” Offer to read it together.
- In insurance
- Appreciate it and check continuity. “Employer cover is a good base. Shall we see whether it stays with you if you leave, and whether the amount fits your family?”
- In a contact centre
- Ask, do not assume. “Thank you. Is that cover for you only or for your family too? I can explain what to look for.”
A common mistake
“That cover is worthless.” Claiming something about a policy you have not read.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules and the terms of the product.
Practise it out loud
Talk to an AI customer who raises this objection and read in the report which sentence helped.
Questions about this objection
What does “I have this through my employer or my bank” mean?
The customer believes the need is already covered by someone else.
Why do customers say “I have this through my employer or my bank”?
Group schemes and bank products are visible, and few people know their limits or what happens when they change job.
How do you answer “I have this through my employer or my bank”?
In sales: Treat it as a question. “Good. Do you know what it covers and what happens if you change employer?” Offer to read it together. In insurance: Appreciate it and check continuity. “Employer cover is a good base. Shall we see whether it stays with you if you leave, and whether the amount fits your family?” In a contact centre: Ask, do not assume. “Thank you. Is that cover for you only or for your family too? I can explain what to look for.”
What is a common mistake when a customer says “I have this through my employer or my bank”?
“That cover is worthless.” Claiming something about a policy you have not read.