The client says: "Wow, those copays are expensive." Don't get defensive — work the objection like discovery, not damage control.
- 01Acknowledge the concern"I understand. Healthcare costs can definitely add up."
- 02Find out which cost concerns them mostNot every copay carries the same emotional weight.
- 03Determine actual utilization"How often are you using that service?"
- 04Compare with their existing coverageTie it back to the original reason they were considering a change.
- 05Bring it back to their prioritiesIf dental was their biggest concern, walk through that tradeoff directly with them.
Example language
"It sounds like the dental allowance is what matters most to you here. Let's look at what that copay difference actually costs you against what you'd gain on the dental side, and you tell me if it's worth it."
Do not say
"Those copays don't matter." Instead, work with the client to determine whether they actually matter to them — that's their call to make, not yours to dismiss.