Penguin LEADS SCRIPT
Tips & Best Practices
Call leads asap
triple dial
Call every hour
INTRO
"Client Name, God Bless you. How are you doing today?"
Client: "Good. Who's this?"
Agent: "Perfect. This is Agent Name."
"I'm calling regarding the final expense information you recently requested."
(Pause)
"Quick question..."
"When you requested the information, were you mainly looking to make sure your family wasn't left with funeral expenses..."
"...or were you looking for additional life insurance protection altogether?"
(Pause)
"Which one caught your attention?"
(Client responds)
"That makes perfect sense."
"Let me send over a quick text with my information so you know exactly who you're speaking with."
(TEXT SENT)
"Did you receive that?"
(Client confirms)
"Perfect."
"My job today isn't to sell you anything."
"My job is simply to educate you on what's available and help you determine whether any of the programs make sense for your situation."
I took care of it already ..
Okay, help me understand.
What did you end up putting in place?
Who did you go with?
How much coverage did you end up getting?
If you were able to leave an extra $5,000 for the same price or cheaper, would you allow me to check?
(Proceed into fact finding)
I don’t remember doing that ..
Okay, that's exactly why I'm calling.
My job today is pretty simple. I'm the underwriter assigned to your file and my responsibility is to determine which programs you may qualify for and explain how they work.
The good news is these programs are all non-medical. That means:
No blood work
No medical exams
No nurse visits
Nobody comes to your home
Everything is based on answers to a few health questions.
Before we go any further, I just need to verify the information I have here.
I have your date of birth as (DOB) and your state as (STATE).
Is that correct?
DISCOVERY
"Before I show you anything, let me verify a few things."
"I show your date of birth as ______. Is that correct?"
(Pause)
"And you're still living at ______?"
(Pause)
"Perfect."
"Are you married, single, divorced, or widowed?"
(Pause)
"If something happened to you tomorrow, who would be responsible for handling your final arrangements?"
(Pause)
"Would that be a financial burden for them?"
(Pause)
"That makes sense."
EMOTIONAL TRANSITION
"Client Name, the reason so many families look into final expense coverage is because the average funeral today can cost anywhere from $8,000 to $15,000 or more."
"And unfortunately most families aren't prepared to come up with that kind of money unexpectedly."
(Pause)
"Have you ever had to help pay for a funeral for a loved one?"
(Client responds)
"I hear that quite a bit."
"Most people don't realize how expensive things have become."
BUILD VALUE
"The good news is today's plans are pretty simple."
"Your premium stays the same."
"The coverage stays the same."
"You choose your beneficiary."
"The money goes directly to your loved ones tax-free."
"And they can use it for funeral expenses, medical bills, credit cards, or anything else they need."
(Pause)
"Does that sound like something that would be beneficial for your family?"
(Client responds)
HEALTH QUALIFICATION (have INSURANCE TOOLKIT pulled up)
(client name), now I need to ask some health questions to see which insurance carrier is the best fit based on health ..
TOBACCO
Do you currently smoke cigarettes?
Any cigars?
Chewing tobacco?
Vape products?
How often?
MAJOR CONDITIONS
Within the last 7 years have you had any major conditions such as:
Heart attack/Stroke
Heart surgery/Stents/Pacemaker
Congestive Heart Failure
Cancer
COPD
Oxygen use?
Kidney disease/Dialysis
Liver disease
HIV or AIDS
DIABETES
What about diabetes?
Any insulin use?
Any diabetic neuropathy?
Taking Gabapentin? Lyrica?
HOSPITALIZATION
Any hospitalizations within the last 24 months?
Any surgeries planned?
Any upcoming procedures?
MEMORY
Any memory medications?
Alzheimer's? Dementia?
HEIGHT & WEIGHT
About how tall are you?
And on your best day, approximate weight?
MOBILITY
Do you use:
A walker?
Wheelchair?
Scooter?
Oxygen?
BURIAL DISCUSSION
Have you given much thought to whether you would prefer a traditional burial or cremation?
(Listen)
What led you to that decision?
(Listen)
Have you ever had to arrange a funeral for someone before?
Who was that for?
How much did it end up costing?
COST EDUCATION
Most families are surprised to learn that funeral expenses today can easily run anywhere from $10,000 to $20,000 depending on the services selected.
And unfortunately, those expenses usually have to be paid immediately.
BENEFICIARY DISCOVERY
Now (client name), God forbid something happened tomorrow, who would be the person responsible for making all those decisions?
The person who would:
Meet with the funeral home
Sign paperwork
Make arrangements
Pay the bills
Help with moving your assets around
Who would that be?
(Get beneficiary name)
Okay. And what is your relationship to them?
(Listen)
And I imagine this plan will be in place to avoid them paying out-of-pocket on one of the hardest days of their life?
Absolutely.
That's exactly why people put these plans in place.
OPTION PRESENTATION
Based on everything you've shared with me, I think I have a good understanding of what you're trying to accomplish.
Now my job is to show you a few options that fit your goals and your budget.
One of the nice things about what I’ve done for you is look at 27 of the top A-rated insurance companies and here are the results if you want to write them down:
OPTION 1
Carrier: __________
Coverage: __________
Monthly Premium: __________
This option provides the most protection and leaves the largest benefit for your family.
OPTION 2
Carrier: __________
Coverage: __________
Monthly Premium: __________
This is usually the most popular option because it gives a strong amount of protection while keeping the premium affordable.
OPTION 3
Carrier: __________
Coverage: __________
Monthly Premium: __________
This option focuses primarily on covering funeral and final expenses while keeping costs lower.
(client name), looking at these three options...
Which one makes the most sense for you?
(Shut up and let him answer)
SOFT CLOSE
Excellent.
The good news is we can't collect any money today.
What we do next is simply complete the application and send to the insurance company to see if you even get approved.
Once approved, you'll be able to review everything before your coverage starts.
Does that make sense?
APPLICATION TRANSITION
Go ahead and grab your driver's license for me.
While you're doing that, I'm getting logged into the enrollment system.
COMMON OBJECTIONS
I need to think about it
"I completely understand. The only thing is, before you can think about it, the insurance company has to think about it too.
That's why we do the application first. No money today, no commitment today.
We're just finding out if you qualify. Then you'll have a real offer to review and decide on."
I need to talk to wife/kids
"Totally understandable. Let me ask you this—if your wife/kids saw a plan that protected the family and was comfortably for your budget, do you think they'd be opposed to it?"
(If no)
"Then let's do the part that only you can do, which is getting medically qualified.
Once we know you're approved, the two of you can review everything together before making a final decision."
Can you mail me the information
The problem is life insurance isn't one-size-fits-all.
The carrier looks at your age and health and then shows us what you specifically qualify for.
I'd rather show you real options based on your situation than send a brochure that may not apply to you."
Why do you need my social security number
"(Client Name), the carrier uses your Social Security number to verify your identity and check the MIB (medical bureau) to make a determination.
That's how they confirm things like prescription history, surgeries and other information they review when determining eligibility.
Why do you need my banking info
"(Client name), all insurance companies require a bank account that you'll see once a month on your bank statements.
I can't come collect cash every month, that's illegal.
The banks can actually prosecute with a felony if there's any fraud on your account."