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Some years ago, Rosa, a lonely 76-year-old widow with limited English skills living on a meager, fixed income, received a flyer offering information that she desperately wanted about her state's Medicare program and estate planning. (1) Believing the flyer to be from a government program, Rosa called the number on it and spoke with Steve.
Steve never told Rosa that he was an insurance agent who made commissions selling insurance products to senior citizens. Rather, he said he was a "certified senior adviser" interested in helping seniors with their financial problems. (2) Taking Rosa to dinner, stopping by her house, and even mailing her a birthday card with a picture of his family, Steve gained her trust.
