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Live Transfer Leads - Call Script
Live Transfer Leads - Call Script

In this call script, we'll provide prompts and suggestions to help you close more business with iLife's live transfer leads.

Mika avatar
Written by Mika
Updated over a week ago

Step 1: Joining the Call

You will get a call from this phone number: (833)250-8777. Answer the call and press the number "1" to connect. When you have joined, the TRANSFER AGENT will welcome you and introduce you to the prospect. They will tell you the prospect's first and last name, state, zip code, and date of birth.

From there, the TRANSFER AGENT will hang up, leaving just you and the prospect on the phone call together.

Step 2: 2-Minute Qualification Period

Introduction

CUSTOMER AGENT: “Hi, this is [CUSTOMER AGENT FULL NAME]”

TRANSFER AGENT: “I have [LEAD FULL NAME] with me on the call. [LEAD FIRST NAME] would like more info on [FINAL EXPENSE COVERAGE].”

CUSTOMER AGENT: “Thank you! I would be happy to help and can take it from here.

Hi [LEAD FIRST NAME]! I am [CUSTOMER AGENT FIRST NAME] and I’ll be able to help you find the right coverage that fits your needs and budget.

Are you looking for [TYPE OF COVERAGE] for yourself or a family member?”

***the response from the consumer will tell you if they are qualified to continue***

IF LEAD SAYS

YOUR RESPONSE

NOT QUALIFIED

“I told the rep I do not want more coverage!”

Apologize for the inconvenience and end the call.

“I am in the hospital now.”

Convey well wishes and a speedy recovery.

QUALIFIED WITH OBJECTIONS

“I don’t have any family. Why would I need insurance?”

Not having a family does not mean there is no need for coverage.

  1. “That is okay. A friend, neighbor, or church member you are friends with is acceptable, too. It does not have to be a relative.”

  2. “Regardless, someone will need to manage the final plans. The funeral home can be the beneficiary if you prefer.”

“I already have coverage.”

Check if they have all of the necessary coverage.

  1. “That’s great that you have burial coverage taken care of.

  2. But do you have enough to cover credit card debt, mortgage, vehicles, and bills?”

“I don’t have time right now.”

Confirm their interest in obtaining a policy.

  1. If YES: Collect a callback number.

*NOTE* You must go past the 2-minute conversion mark when collecting a callback number.

  1. If NO: Thank them for their time and hang up in under 2 minutes.

“I don’t think I’m qualified for coverage.”

“Other companies have declined me for coverage.”

Uncover the reason for the belief that they are not qualified.

  1. “May I ask why you think you are not qualified?”

  2. [LEAD RESPONSE]

  3. “We have many different carriers that I can work with and there are many where that should not be an issue.”

“I do not want to buy a policy today.”

“I am not ready to make a decision.”

The consumer sets the purchase date.

  1. “That is perfectly fine. We can start your policy when you are ready.

  2. When are you thinking of having the policy begin?”

“I’m driving right now.”

Ensure them that, if they are comfortable, you can go through a lot of the process.

  1. “If you are comfortable answering some basic questions while driving, we can complete a lot of the process now.

  2. Or would you prefer to schedule a time to continue?”

Step 3: Explain the Process

Before making a recommendation, it’s important to rebuild trust with the client by explaining how the process will work.

"Thank you so much for that information! As I mentioned, I’m a licensed broker so it is my job to pull up all of the options in [STATE] that may be a good fit for you based on the questions you answered.

Once we pull up some options for you, we will see which company offers you the best rate. At that point, we will submit an application to see what approved coverage we can get you.

We can’t commit to anything today, because before buying the insurance, you must get approved for it first."

Step 4: Make Recommendations

This is where you can make 2-3 recommendations based on the knowledge you have gained previously in the conversation.

Many agents will pull up the iLife browsing journey to help run instant quotes while on the phone.

Step 5: Explain the Next Steps

Be sure to set clear expectations and the next steps.

If the consumer is short on time:
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"I understand you are short on time today, [LEAD FIRST NAME}. Is it okay to email you some information to go over at your convenience?
​
​Then, once you’re ready to make a decision I can walk you through the application process right over the phone."

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