Mental Check: Think Like a Doctor, Not a Telemarketer
- ✓You are the professional in this conversation.
- ✓They called and asked to talk to you first.
- ✓Your job is to guide the call, not chase it.
- ✓Lead with calm, steady confidence from the first word.
Outbound agents chase the conversation. Inbound agents lead the conversation.
The Exact Opening Script
Use these words. Speak slowly, stay calm, and lead the caller through each question without improvising or overexplaining.
- IntroductionGet their name, then move directly into the first question.
“Hi, this is [Name] with the Final Expense Department on a recorded line. Who do I have the pleasure of speaking with?”
- Question 1 — IntentConfirms Final Expense intent.
“Are you looking to purchase life insurance for yourself or a loved one?”
- Question 2 — AgeConfirms age eligibility.
“Are you or your loved one between the ages of 50 and 80?”
- Question 3 — AffordabilityConfirms ability to pay. Never convert this to a monthly figure.
“Can you afford $2 per day for something as important as Final Expense insurance?”
Ask the questions exactly as written. Listen for a clear answer, then continue. Equivalent answers count—the caller does not need to repeat the exact word “yes.”
When the Caller Interrupts
Stay calm. Do not react. Use this response:
“Absolutely, I’ll go over that with you. First, I just need to verify three quick things.”
“Is this free?”
“This is Final Expense insurance with a premium. It is not free. Are you looking to purchase coverage for yourself or a loved one?”
“Is this Social Security or the government?”
“No, this is Final Expense life insurance. Are you looking to purchase coverage for yourself or a loved one?”
“Is this Medicare?”
“No, this is not Medicare. Have a good day.”
“How much does it cost?”
“Plans start around $2 per day. First, I need to verify three quick things.”
“Can I get $25,000?”
“We can see if you qualify for that much. First, I need to verify three quick things.”
“What company are you with?”
“I’m here to help connect you with the proper insurance carrier. First, I just need to verify three quick things.”
Until qualification is complete, don’t start discussing coverage amounts, rates, carriers, product details, application questions, or unrelated sales questions.
Calling for a Loved One
If the caller is looking for coverage for someone else, ask these questions in order.
If yes: “Great. Please put them on speakerphone so I can speak with both of you.”
If the loved one is not present, ask whether the caller has power of attorney.
“Give us a call back when they are with you, and we’ll be happy to help.”
Once They Qualify, Stop Qualifying
“Perfect. Who are you looking to protect with this coverage?”
You have what you need. Don’t keep asking questions—move smoothly into solutions.
During the First 60 Seconds, Do Not
This protects your opportunity and keeps you in control—it isn’t a punishment list.
- −Change the approved script or add your own qualification questions.
- −Convert “$2 per day” into a monthly price.
- −Overexplain, debate the advertisement, or let the caller control the opening.
- −Collect application information before qualification is complete.
- −Discuss detailed pricing, carriers, or promise a coverage amount.
- −Disqualify someone simply because they sound difficult to close.
The first 60 seconds set the tone for the entire call.
They called you for help. Speak slowly, remain calm, and lead with authority. Ask the three questions exactly as written. Once they qualify, stop qualifying and start helping them buy.
Lead with confidence. Ask with purpose. Keep control.