ON THE PHONE
You are helping a family. When you have a lead of any kind, this is a family that will be forever impacted by your guidance.Ā
Search Medications & Conditions
š Health Issue Scripts for Agents
Do you smoke Cigarettes or Cigars?
How often?
Are you planning on quitting?
If they say they Quit: When was your last cigarette or the last time you used tobacco or nicotine?
How many years ago was your Heart Attack?
Do you remember the exact month and year?
What medications are you taking to control that?
What medications are you currently being prescribed?
Any issues with Heart Attack, Angina, Chest Pains?
How many years ago was your Stroke?
What medications are you being prescribed for that now?
Type of Cancer?
When were you Diagnosed?
Any Chemo or Radiation?
When was your last treatment?
Do you know what stage it was? Gleason Score? PSA level (if Prostate Cancer)?
When were you Diagnosed?
Are you taking Insulin or just oral medication like Metformin?
Do you remember your last A1C or Blood sugar reading?
Have you been diagnosed with Neuropathy?
Basic Objections & Rebuttals
Common Objections & How to Handle Them
Thatās ok (name), let me help you with that. When you refinanced or purchased your home, your bank mailed you out a letter, and either you or your spouse filled it out and sent in a handwritten request back to our company.
This was for a quote on mortgage protection in case of death, disability, or critical illnessāensuring your home would be paid off or your payments would be covered.
I was the case worker assigned to get this quote finished. I only have about a minute of questions, and I can get this taken care of for you, then we can chat next week. You put down here that your birthday is _______.
WAIT BEFORE YOU HANG UP!!!!! When you filled out this form, there was obviously a concern for your family. Whatās changed since then? Was it too expensive or did you sell the house?
I understand. I hear that often. Youāre not super unhealthy, are you? Okā¦ I bet I know what happenedāthey were trying to charge you like $300-400 per month, werenāt they?
Thereās no reason you should have to pay that much. Unfortunately, most of these brokers out there are commission-hungry & donāt always do whatās best for the client or donāt have access to all the products I have access to.
Knock on wood (name), but so far there hasnāt been a situation yet where I couldnāt find something affordable for my client that fits their budget. Let me verify the information you wrote down here and work up some AFFORDABLE options for you, and then we can talk next week. You put down here your Birthday is ____________.
WAIT BEFORE YOU HANG UP!
Thatās great! Iāve been talking to a lot of people who have something in place lately, which is good to hear. However, Iām a field underwriter who works with 35 different carriers, so when Iāve been putting my clientās information through my system, in most cases Iāve been able to find them better coverage at a better rate.
So Iām sure if I could save you money or get you more benefits for the same cost youāre paying now, you wouldnāt be mad at me for it, would you?
I would love to, but I canāt. I only need a minute to verify the information you put down so I can work up your options and we can talk next week. You put down here your birthday is_________.
Absolutely! As soon as I can verify the information you put down here, I can get you those options. So it says here your Birthday is___________.
The company I represent is Symmetry Financial Group. We handle mortgage protection in the area. My job is to shop out different carriers and negotiate on your behalf to find you the best coverage for the lowest cost.
Really? Ok, so what changed between the time you filled out this form and now that you decided that this protection for your family is no longer important to you?
Ok great, can you grab them for me real quick?
If they arenāt there: No problem, what is their cell phone number or when will they be home?
Essential Pre-Call Training Audios
Listen to the following audios prior to calling your leads to improve your preparation, mindset, and effectiveness. These sessions are designed to help you confidently engage with clients and overcome common challenges.
Objection Eliminator 1
Objection Eliminator 2
Objection Eliminator 3
Objection Eliminator 4
The First 90 Days
The number of leads you get directly impacts the appointments you set, which depends on how many people you reach and the calls you make. Donāt confuse activity with productivity! Staying busy organizing or strategizing wonāt replace the consistent effort needed to achieve results. The key to your income lies in focused, productive actionsākeep dialing and stay committed to hitting your goals!
Recommended Schedule For Calling | |||
Day | Time | Note | |
Friday Evening | 3:00pm ā 8:30pm | Ā | |
Saturday | 9:00am ā 7:00pm | Ā | |
Sunday | 2:00pm ā 6:00pm | if needed to get the number of appts you need for the week | |
Monday ā Wednesday | 5:00pm ā 8:30pm | if needed to get the number of appts you need for the week |
Scripts
Mastering the right words can make all the difference. Access all essential scripts to help you navigate client conversations with confidence.
Access All ScriptsAppointment Training Resources
Learn to Set the Appointment
Explore everything you need to become a pro at mastering phone calls. From essential scripts to objection handling and interactive media, this section equips you with tools for success.
Key Resource: The Telesales Presentation
Download the Telesales Presentation to structure your appointments and master every call.
Training Videos
Introduction to Phone Mastery
Handling Objections Effectively
Audio Resources
Objection Eliminator 1
Objection Eliminator 2
Downloadable Scripts
Gathering Customer Information
Client Qualification and Financial Information Form
Download the Form
Download FormForm Overview
This form combines both Client Qualification and Financial Information. It ensures you gather comprehensive details on mortgage, insurance, assets, debts, and client goals.
1. Download the form using the link above.
2. Complete all sections, including mortgage, assets, debts, and financial goals.
3. Review the responses to create tailored solutions for clients.
Client Qualification Questions
- Has your current advisor gone over what your income gap will be when you retire?
- Based on your rate of growth, will your retirement accounts fill that gap?
- Can you estimate how much youāre paying in annual fees?
- Do you feel like debt is preventing you from saving for retirement?
- If your mortgage was paid off, would retirement be more comfortable?
š Client Interview Guide
You wrote down here your Birthday is __________.
(If only an age is listed) I see here that you are __ and your spouse is __. What is your actual birth date (name)? Ok, and your spouseās?
Your mortgage amount is __________, is this correct?
Was that a purchase or refinance?
Do you know what your home is worth or what it was appraised for?
And was that on a 15, 20, or 30-year term?
Whatās your approximate monthly payment with principal, interest, taxes, and insurance all together? (PITI)
What do you do for work (name)? Is that like an 8-5, do you work from an office, your home?
Ok great, and what type of income are you accustomed to on a monthly or yearly basis?
(If hesitant) Just roughly, I need to put something here in my spreadsheet, donāt worry, Iām not reporting it to the IRS or anything.
And (spouseās name), what do they do for work? Hours? Income?
Are you or your spouse retired, disabled, or receiving disability income?
Do you currently have life insurance through work or do you own a personal policy?
How much coverage do you have?
Alright, now itās my turn to go to work for you.
I currently have access to **over 35 A-rated companies** that offer mortgage protection.
My job, after I hang up with you, is to shop around and negotiate on your behalf to find the company that offers the **most coverage for the least cost**.
When I meet with you, I will go over the options and allow you to **customize** the coverage that fits your needs and budget.
What is your height and weight? And your spouseās?
What prescriptions is the doctor currently prescribing you? Can you spell that for me?
(Write down the names of prescriptions and what they are for, e.g., High Blood Pressure, Cholesterol, Diabetes, etc.)
When were you first diagnosed with **(condition)**?
Any issues with Heart Attack, Stroke, Cancer, Asthma, Arthritis, COPD, Diabetes, Major Surgeries, or Disabilities?
Any pain medications, anxiety, or depression medications prescribed in the last few years?
If hospitalized, find out when and for what.
If they had surgery, ask when, for what, and whether they were given any pain meds. Are they still taking them?
What is your main concern in putting this protection in place for your family?
(Let them express their concerns: Death benefit, living benefits, critical illness, disability, etc.)
Do you have any children living at home? What are their ages?
Step 1: Client and Mortgage Information
Start by collecting basic information such as the clientās name, address, contact details, and mortgage specifics. This ensures you have the necessary background to proceed effectively.
- Full name, address, and email.
- Mortgage details: lender, interest rate, term, and loan amount.
- Current monthly payments and any accelerated plans.
Step 2: Insurance Overview
Document the clientās current insurance coverage, including the type, face amount, and carrier. Identify any gaps in their coverage and opportunities to enhance their protection.
- Type of insurance (e.g., term, whole life, annuity).
- Face amount, purpose, and premium.
- Carrier and cash value, if applicable.
Step 3: Assets and Investments
Review the clientās financial portfolio, focusing on current assets and their purpose. This step highlights opportunities for optimization and long-term planning.
- 401(k), IRA, annuities, savings, and investments.
- Current value, contributions, and providers.
- Determine if employer-sponsored accounts (e.g., 401(k)) are active.
Step 4: Debt Information
Analyze the clientās debt profile, including credit cards, loans, and other liabilities. Understanding their debt burden helps develop strategies for financial improvement.
- Credit card and personal loan debt.
- Student loans, car loans, and other liabilities.
- Monthly payments and interest rates.
Step 5: Client Qualification Survey
Use targeted questions to assess the clientās retirement readiness, income gaps, and debt impact. This survey identifies areas for actionable solutions.
- Retirement income gap analysis.
- Debtās effect on retirement contributions.
- Tax implications of social security and withdrawals.
Ā
Locking Down the Appointment
*Very Important*
Ā
Appointment Script
(Name), do you have a pen and paper handy?
Ok, go ahead and write this down.
My name is __________.
Letās see here, they have me traveling all over the state of ______.
Iām in ______ County, ______ County, ______ County.
(Pause)
Ummmmā¦ā¦ Looks like the ONLY time Iām going to be in your area is on (you pick the day) between:
- 10-12
- 12-2
- 2-4
- 4-6
- 6-8:30
Is there any reason that you and (their spouse) would not be home during that time?
Where do you usually keep your most important appointments (Name)?
Great! Could you go ahead and put me in there real quick so you donāt forget about me?
I can wait if I need to.
(Name), this is very important to me because I could be helping up to 8-12 families A DAY,
and one missed appointment costs me the ability to help another family just like yours.
Because they have me so busy, Iām not going to have time to call and remind you or text you.
So just to make sureā¦
I will be on your doorstep on (DAY SCHEDULED) sometime between ___ and ____.
Please donāt leave me standing there like a trick-or-treater with the lights out and no one home, OK? (They will laugh.)
Great! I look forward to seeing you on (say the day of the appointment again).
Have a great day!
Physiological Keys for Locking Down the Appointment
ā
You are taking control:
"Do you have a pen handy? Go ahead and write this down. My name is __________."
ā
Youāre BUSY:
"They have me traveling all over the state of ____."
ā
Letting them know youāre important:
"Where do you keep your MOST important appointments?"
ā
Guilting them:
"One missed appointment costs me the opportunity to help another family just like yours."
ā
Implanting the importance in their subconscious mind:
Make them LAUGH before you get off the phone.
If you donāt use the trick-or-treater line, use something funny to help them remember the appointment.
š Nice people like nice peopleā¦ and mean people like nice people too!
Common Objections & Responses
ā "I need to check with my spouse before setting an appointment."
I completely understand! When do you see them next?
(They will usually say that night or the next day, thinking theyāre off the hook.)
Hereās the problem:
- Every Friday, I get between 50 ā 100 of these forms on my desk.
- I can be running 8-12 appointments a DAY, Monday-Thursday.
- If I hang up, Iām going to fill up my schedule, and it could be a month before I get back to you.
So hereās what Iāll do:
š Iāll put you down for ____ Day between (10-12, 2-5, 4-6, 6-8:30).
Do me a HUGE favor:
When you see (spouse) tonight, if for SOME reason that does NOT work, call me ASAP so I can fill that appointment with someone else.
Then, lock down the appointment as usual.
ā "I donāt want anyone coming over to my house."
I can appreciate that! I donāt want to come over to your house any more than you want me there.
Trust meāit would save me time, energy, gas, new tires every few months if I could just email quotes from my office!
Unfortunately, because this is mortgage protection, I am required to meet with you in person to:
ā
Verify that you are who you say you are.
ā
Confirm you actually live in the house we are trying to protect.
š After that, we can communicate by phone, email, or screen share.
So like I said, Iāll be in your area on ______ between ______.
Is there any reason you and your spouse would NOT be available during that time?
ā "Weāre really busy and donāt have time to meet."
I totally get it. Iām really busy too.
ā
I can be running up to 8-12 appointments a day.
ā
My part takes 1-2 hours preparing your options.
ā
Your part takes just 15-20 minutes.
So when can we squeeze in 15-20 minutes?
Would ______ or ______ work for you?
ā "Can you tell me how much it costs?"
As soon as I verify the information you put down, I can get you options.
So it says here your birthday is ___________.
ā "Can you give me a ballpark?"
I would LOVE toā¦ but I really wouldnāt even know where to begin.
Hereās why:
- Iām going to spend 1-2 hours on your file.
- Iāll work up 10-12 different options to find which carriers give you:
- The MOST coverage & benefits
- For the LEAST cost
- When we sit down, Iāll show you the best 2-3 options so you can customize the coverage for your needs & budget.
ā "Can you just mail me some info or send me a quote?"
I wish I could! If I could do that, my life would be amazing! (chuckle)
But since this is mortgage protection, I have to verify:
ā
That you are who you say you are.
ā
That you actually live in the house weāre trying to protect.
š After that, we can communicate like everyone else in the 21st centuryāby email, phone, or screen share.
Letās verify what you put down so I can work up your options and weāll talk next week.
You put down here your birthday is ___________.
(If they keep pushing:)
Unfortunately, because our products donāt require medical exams,
I must verify your driverās license and overall health to ensure eligibility.
(Make sure to laugh.)
ā "Weāre just not sure if we want to do anything right now."
(Name), there is no obligation to buy anything from me at all.
In fact, you CANāT buy anything from me today, even if you wanted to!
š Hereās what I do:
1ļøā£ I shop out the carriers & negotiate on your behalf.
2ļøā£ I educate you on the products available.
3ļøā£ You decide if this is a luxury or a necessity.
Within 15 minutes, youāll know if this is something you need or not.
Letās set up a time on ______ so I can drop off the info.
At least then, you and your spouse will have real facts to make an informed decisionā
instead of just guessing.
That makes sense, doesnāt it?
ā Final Thoughts
This structured, confident approach will help you lock down more appointments.
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Take control.
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Build urgency.
ā
Address objections with logic & humor.
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Get on their calendar!
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