Which phrases must agents avoid saying to consumers considering a plan change? (Select 2)

When advising consumers considering a plan change, it’s crucial for agents to avoid phrases that imply certainty and stability where there may be change and complexities. Saying "Nothing will change" can be misleading because it overlooks the potential impacts of the new plan on the consumer’s coverage, benefits, or provider network. It suggests an assurance that is unrealistic given that every plan change carries potential variables and consequences that may affect the consumer.

Similarly, stating "Everything will stay the same" carries the same implications. It conveys an unrealistic message that there will be no alterations to the consumer's current situation, which is typically not the case when transitioning to a new plan. This can lead to consumer disappointment or frustration if they experience changes, thus harming the trust in the agent's advice.

Avoiding these phrases protects the integrity of the communication and ensures that consumers have a clear understanding of what to expect, fostering a more honest and transparent interaction.