Phase 0 — Pre-Call Setup
💡 Use the Pre-Call Prep panel in the right pane to capture lead info before you dial. The panel auto-saves; Clear resets it for your next call.
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Pre-Call Checklist
CRM REVIEW
Personal Status
Confirmed marital status (Single / Married / Widowed / Divorced)
Number and ages of children or dependents noted
Lead & Engagement
Lead source identified: Aged Insurance / Facebook / Referral / Webinar
Webinar attended, form filled, or survey completed — responses reviewed
Prior call attempts or CRM notes reviewed
Contact & Intent
Full name, phone, email, city/state verified
Primary interest area identified (Will / Trust / Final Wishes / Insurance)
Lead sheet or intake summary ready before starting
60-Second Pre-Call Reset
🎚 Do This Every Time — Before You Dial
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Three slow breaths — release shoulders on each exhale2
Name any feeling you're carrying in: "I'm feeling [rushed/anxious/distracted]" — then release it3
Set your intention — not to close, but to be curious4
Ten seconds: "Who is this person? What have they been through? What are they hoping this call is?"⚡ Your emotional state transmits through tone. Desperation, frustration, and excitement all kill calls — before you say a single wrong word. Arrive as curious, not needy.
Phase 1 — Opening & Rapport
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Initial Welcome
Tone: Warm & Curious
YOU SAY
"Hi [First Name], this is Daniel Brown with Lasting Legacy Pro. How are you doing today?"
🎙 Warm, unhurried — let them answer fully. Even short answers tell you their energy level.
YOU SAY
"I really appreciate you taking a few minutes with me today. The purpose of our conversation is simple — I want to learn about your situation, understand what matters most to you, and show you what options might make sense for your family."
NO-PRESSURE FRAME
"You don't need to have anything figured out ahead of time — that's exactly what this conversation is for. Most people find once we go through everything together, estate planning isn't nearly as complicated as they expected."
🎙 Calm & certain — you're lowering their guard, not selling
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Light Rapport — 2 to 3 Minutes
Sales EQ — Ultra-HD Prospect
See them as a real person, not a lead. Pick 1–2 questions. Don't interview — connect.
CONVERSATION STARTERS — PICK ONE
"How long have you lived in [City/Area]?"
"Are you originally from Arizona, or did you move here at some point?"
"Is this your first time looking into estate planning, or have you started some of this before?"
"Are you originally from Arizona, or did you move here at some point?"
"Is this your first time looking into estate planning, or have you started some of this before?"
🎙 Friendly, genuine — connecting, not interviewing
IF THEY MENTION A FAMILY SITUATION
"That makes a lot of sense — a lot of people I talk with say the same thing, especially after seeing a loved one go through probate or a medical situation without a plan in place."
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Set the Agenda — Get a "Yes"
Upfront Contract
YOU SAY
"Here's how our conversation will go — I'll ask you a few simple questions about your situation and what matters most to you. Once I understand that, I'll walk you through what kind of plan would be the best fit and give you a clear picture of what it costs, step by step."
YOU SAY
"By the end, you'll have a full picture of how it all works and what next steps would look like — whether you're ready to start today or you just want time to think it over. Sound good?"
🎙 Pause. Wait for their "yes" before continuing.
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Transition Into Discovery
SPIN — Situation Entry
TRANSITION LINE
"Great — so to start off: what made you decide to look into estate planning now? Was there something specific that prompted it, or just something you've been meaning to get done?"
🎙 Genuine curiosity — their answer often contains the entire sale
Phase 2 — SPIN Discovery
⚖️ The 30/70 Rule: You talk 30% of the time. They talk 70%. Questions do the selling — your job is to ask, listen, and take notes. Never present a solution until you've completed all four question types.
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Situation Questions — Establish Baseline
SPIN — Situation
Situation — 3 to 4 Questions Max
Gather facts about their current state. Keep it brief — too many situation questions bore and annoy. Move quickly to Problem.
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"Do you currently have any estate planning documents in place — a Will, Living Trust, or Powers of Attorney?"→
"Do you own your home or any real estate in Arizona?"→
"Do you have children or dependents you'd want to protect?"→
"If you do have documents — when were they created, and have they been reviewed since any major life changes?"→
"Who are the key people in your life you'd want to make sure are taken care of — spouse, children, other family?"P
Problem Questions — Surface the Gap
SPIN — Problem
Problem — The Gap Reveal
Uncover difficulties and dissatisfactions they haven't fully articulated. You're helping them see the problem — not telling them they have one.
→
"Does your family currently have legal authority to access your accounts if something happened to you?"→
"Are you aware that in Arizona, even with a Will, your estate still goes through probate court before your family can access anything?"→
"Have you looked into what probate actually involves — the timeline or costs?"→
"If you have children — has it occurred to you that without a named guardian, a judge decides who raises them?"→
"If something happened to you today — would your family know where your documents are and have immediate legal access to your accounts?"⏸ After the probate question: pause 2–3 seconds. Let it land. Don't fill the silence.
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Implication Questions — Make It Real
SPIN — Implication
Implication — The Power Questions
🔥 Most important phase. Slow your pace. Drop your voice slightly. Use silence after each one.
Develop the consequences of unresolved problems. They feel the urgency — you don't create it. Their words become the close.
→
"If your estate had to go through probate for 6 to 18 months, what would that mean for your family financially — mortgage payments, bills, accessing savings?"→
"If both you and your spouse were in an accident — who would a judge appoint to raise your kids? Is that the person you'd choose?"→
"Probate in Arizona can cost $3,000 to $15,000 out of the estate while accounts are frozen. Does your family have a plan to cover that?"→
"Without a healthcare directive — who speaks for you if you're incapacitated? What would they decide?"→
"Have you ever seen what happens when someone passes without a plan? What did that look like for that family?"⏸ After each implication question: silence 4–6 seconds minimum. They are processing something real. Do NOT fill it.
If their voice changes — if they pause, get quiet, or go emotional — slow down further. This is the moment. Empathy, not momentum. "I hear that." Then wait.
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Need-Payoff Questions — Paint the Win
SPIN — Need-Payoff
Need-Payoff — Let Them Sell Themselves
Shift from pain to solution. Ask them to articulate the value. Write down their exact words — you'll use them in the Empathy Bridge.
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"If everything was in place — trust, powers of attorney, healthcare directive — how much peace of mind would that give you?"→
"If your family could access everything immediately, without probate, without court — how would that feel for them?"→
"If you could name exactly who raises your kids and manages your estate — what difference would that make?"→
"What does it mean to you personally to have this handled and off your plate?"📝 Take notes. Capture their exact language. "Peace of mind," "protect my kids," "simple for my spouse" — these phrases become your empathy bridge.
Phase 3 — Empathy Bridge
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Summarize & Reflect — Get Confirmation
Sales EQ — Empathy Bridge
📎 Use Their Exact Words From Discovery
YOU SAY
"Let me make sure I understand everything correctly before I make a recommendation."
"You mentioned you [situation they described]. You own [property / assets]. You have [children / spouse / dependents]. What you said you want is [use their exact need-payoff language]. Is that right?"
🎙 Pause. Let them confirm. This creates alignment and buy-in before you say a single price.
AFTER THEY CONFIRM
"Based on everything you've told me — here's what I'd recommend."
🎙 Confident & decisive — you've earned the right to present
Do NOT skip the bridge. Presenting before reflecting makes clients feel like they're being sold to, not helped. The bridge is what separates a consultation from a pitch.
Phase 4 — Solution Presentation
💡 The Quote Builder in your right pane is the live tool — use it to assemble the package as you present.
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The Four Tiers Framework
PACKAGE SELECTION
YOU SAY
"At Lasting Legacy Pro, every estate plan falls into one of four tiers — and matching you to the right tier means we're not over-building or leaving gaps. Pricing is per estate plan, not per person, so a couple's joint plan is the same price as a single person's plan."
Tier 1
Starter Pack
$249
On-ramp · Will + Adv Healthcare Directive
Tier 2
Focused Packages
$698–$848
Single-pillar · Final Wishes / Medical / Trust
Tier 3 ⭐
Avatar Packages
$1,499–$1,999
Top tier · matched to life situation · HPS / GPP / PAC
Tier 4
À La Carte
$89–$349
Single documents · existing clients adding to plan
💡 The four Avatar Packages in Tier 3 are the volume engine. Match the avatar to the prospect's situation:
HPS (Homeowner Probate Shield · $1,599) — homeowner, primary concern is probate avoidance + retitling
GPP (Guardian Protection Plan · $1,699) — parent of minor children, primary concern is guardianship + Children's Trust
PAC Essentials ($1,499) / PAC Complete ($1,999) — adult children of aging parents OR aging parent themselves; Essentials when no trust needed, Complete when trust adds value
HPS (Homeowner Probate Shield · $1,599) — homeowner, primary concern is probate avoidance + retitling
GPP (Guardian Protection Plan · $1,699) — parent of minor children, primary concern is guardianship + Children's Trust
PAC Essentials ($1,499) / PAC Complete ($1,999) — adult children of aging parents OR aging parent themselves; Essentials when no trust needed, Complete when trust adds value
SELF-IDENTIFY LINE
"Based on what you've told me — [their situation] — it sounds like the [Avatar / Focused / Starter] tier is the right fit. Here's why and what's included."
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Present the Right Package
Tone: Confident & Decisive
HOMEOWNER · ASSETS · PROBATE CONCERN → HPS
"Since you mentioned owning your home and wanting to keep your family out of probate, the Homeowner Probate Shield is the right fit at $1,599. It's our top-tier package for homeowners — full estate plan plus we handle the property retitling, set up the bank trust account paperwork, create the EIN, and do a first-year trust review. Your home is the largest probate trigger; this eliminates it."
PARENT WITH MINOR CHILDREN → GPP
"Since your top concern is what happens to your [kids / children], the Guardian Protection Plan at $1,699 is built exactly for this. Standby Guardian Designation, Children's Trust provisions, beneficiary coordination on your life insurance and retirement accounts — and a Life Insurance Gap Analysis to make sure they're actually protected financially, not just legally."
ADULT CHILD OF AGING PARENT → PAC
"What you're describing is exactly what Parent Aging Care is built for. We have two versions — Essentials at $1,499 if the situation is simpler or ALTCS care is imminent, and Complete at $1,999 if a trust adds real value. I'll recommend which one fits during intake based on the asset picture and timeline. Either way you get Pre-Need Guardian, ALTCS pre-screening, and a Family Communication Plan so siblings are aligned on roles."
SINGLE-PILLAR FOCUS (FINAL WISHES / MEDICAL / TRUST) → FOCUSED
"Sounds like you know exactly what you need. [Final Wishes / Medical Directives / Living Trust standalone] at $698 / $698 / $848 covers exactly that — full single-pillar package, notary handled, USB digital copy, organized in your binder. No upsell pressure; this is the right fit if you don't need broader coverage."
PRICE-SENSITIVE OR FIRST-TIMER → STARTER PACK
"If you'd like to start small and get the most critical documents in place, the Starter Pack at $249 includes your Will and Advance Healthcare Directive. You handle the notary on your end. You can always upgrade later as your situation evolves — most clients move into a focused or avatar package within a year or two."
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Price — State It Flat, Then Pause
Tone: Unshakeable — No Uptalk
YOU SAY
"Our pricing is straightforward — no hourly charges, no hidden fees. The [Package Name] starts at [$price] for the Standard version. Premium adds notarization and a USB digital copy for about $[difference] more."
🎙 State the price flat. Do not soften it, apologize for it, or immediately follow it with justification. Let silence hold for 3 seconds.
⏸ After price: pause 3 seconds. Do not speak first. Silence shows confidence. If you rush to fill it, you signal anxiety about the number.
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Process & Timeline
YOU SAY
"Here's how it works: we start with a simple intake where I gather your details — takes about 20 minutes. I'll personally review everything before we finalize. You'll receive your Legacy Binder with all documents organized, and Premium clients get notarization handled and a USB digital copy."
TIMELINE
"Most clients are done within 10–14 business days. Premium clients get priority. If timing is important, we also have a rush option."
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Reinforce the Emotional Win
Need-Payoff Echo
CONNECT BACK TO THEIR WORDS
"The biggest thing clients tell me after this is done is that the relief is real. You mentioned wanting [their exact words from Need-Payoff] — that's exactly what this delivers. Everything documented, organized, and ready for your family when they need it."
SOFT CONFIRM
"So based on everything we've discussed — does the [Package Name] sound like it covers what you were hoping to accomplish?"
🎙 If yes → go to Phase 6. If hesitant → go to Phase 5.
Phase 5 — Objection Handling
⚡ Faster route during a live call: use the orange Quick Objection bar at the top of this page — one click pops the response card without scrolling. Voss + Sales EQ training links inside each popover.
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The Voss Framework — Apply to Every Objection
Voss — Never Split the Difference
Every stated objection is a surface concern. The real one is underneath. Use Voss tools to surface it — then address the real thing, not the stated thing.
Tool 1 — Label
"It sounds like there's something specific holding you back we haven't talked about yet."
"It seems like the timing just doesn't feel right."
"It sounds like you've thought about this before but haven't found the right moment."
After the label: stop talking. 4–6 seconds minimum. They will either confirm (open up) or correct (reveal the real objection). Either is a win.
Tool 2 — Mirror
Repeat their last 1–3 words as a gentle question. Then silence.
Them: "We've just been putting it off." → You: "Putting it off?"
Use 2–3 times max per call. Mirrors invite them to go deeper without any pressure from you.
Tool 3 — Calibrated Question
"What would need to happen for this to feel like the right decision?"
"How do you see this working for your family long-term?"
"What's gotten in the way up until now?"
Always start with "What" or "How" — never "Why" (sounds accusatory) or "Can/Do" (yes/no answers). These questions make them do the work of uncovering their own resistance.
Specific Objections — Full Reference
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Objection War Room — Click for Full Detail
Voss + EQ
LABEL FIRST
"That's completely understandable — this is an important decision and you should feel completely comfortable."
🎙 Empathetic, unhurried
VOSS LABEL
"It sounds like there's something specific we haven't talked through yet."
⏸ Hold silence 5 seconds. Let them surface the real concern.
CALIBRATED QUESTION
"What would you like a little more time to think through — is it the process, the timing, or which package fits best?"
IF THEY OPEN UP
"My goal isn't to rush you — I just don't want you to stay unprotected while you're thinking it over. If I send a short summary tonight with your best-fit package and a booking link, would that help you make a decision in the next day or two?"
TACTICAL EMPATHY
"I completely understand — this isn't something you budget for every month."
CALIBRATED QUESTION
"When you think about the cost — is it more about fitting it into your budget right now, or just wanting to make sure it's really worth it?"
REFRAME — PROBATE MATH
"Most people expect attorney pricing — $2,000 to $5,000. Our avatar packages start at $1,499 for a full top-tier plan. And probate in Arizona costs $3,000 to $15,000, paid out of the estate while your family's accounts are frozen. So you're spending $1,499 now to protect against $15,000 later — and that's before counting the time, stress, and 6–18 months your family doesn't have to deal with court. Does that shift how you're looking at it?"
STEP-DOWN OPTION
"If you'd like to start smaller — the Starter Pack at $249 covers your Will and Advance Healthcare Directive. You handle notary yourself. Or a Focused Package at $698 gets one full pillar handled — Final Wishes, Medical Directives, or a standalone Trust. You can always upgrade to an avatar package later when the timing is right."
VALIDATE — IT'S LEGITIMATE
"Absolutely — this is a family decision and they should be part of it."
WORK WITH IT
"Can we schedule a brief call with both of you? It only takes 20 minutes and I can answer both your questions at once — much easier than trying to relay a whole conversation. What works better — mornings or afternoons?"
🎙 Give two options only — binary choice drives commitment
CALIBRATED QUESTION
"How do you think your spouse feels about getting this handled?"
ACKNOWLEDGE
"That's great — most people don't even have that. You're ahead of most families."
PROBLEM QUESTION
"How long ago was it done? And has it been reviewed since any major life changes — a new home, marriage, children?"
THE PROBATE REVEAL
"Here's something most people don't know — a Will in Arizona still goes through probate. Your family still can't access anything until the court approves it. 6 to 18 months. A Living Trust bypasses court entirely. Everything transfers immediately. Worth 10 minutes to understand the difference?"
ACKNOWLEDGE
"That makes perfect sense — a lot of clients say the same thing."
CALIBRATED QUESTION
"Are you mainly wanting legal validation, or are you looking to compare process and pricing?"
REASSURE
"All of our documents are attorney-drafted and Arizona-compliant — same legal protections, without the $2,000 to $4,000 in legal fees. The difference is we make it personal and simple — you don't have to manage the legal language yourself."
ALTERNATIVE
"If you do speak with an attorney, you'll find we cover the same core documents. You can start with us now and have your attorney review it later if you'd like — nothing locks you in."
LABEL
"It sounds like the timing just doesn't feel right yet."
⏸ Silence 5 seconds.
CALIBRATED QUESTION
"What's gotten in the way up until now?"
REDIRECT TO VALUE
"Most people wait until something happens — a health scare, a family emergency — and then wish they'd done it sooner. I keep coming back to what you said earlier about not wanting your family to deal with confusion. Taking this step now is exactly what prevents that."
MINI-COMMITMENT OPTION
"Would it feel better if I sent the intake form for you to review at your own pace? You can look it over and decide when you're ready — no pressure at all."
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Phrases That Calm Tension
Sales EQ — Tone Control
KEEP THESE READY
"Totally fair — I'd probably feel the same way in your position."
"I'm not here to push — my job is to make sure you have everything you need to protect your family."
"This isn't about rushing. It's about removing the uncertainty."
"Most clients move forward because they just want to stop worrying about it. The relief once it's done is real."
"Let's make sure it actually makes sense for you before you make any decision."
"I'm not here to push — my job is to make sure you have everything you need to protect your family."
"This isn't about rushing. It's about removing the uncertainty."
"Most clients move forward because they just want to stop worrying about it. The relief once it's done is real."
"Let's make sure it actually makes sense for you before you make any decision."
🎙 Calm & Certain throughout — never defensive, never apologetic
If they say "No" firmly twice after a label and a calibrated question — accept it gracefully. "Totally understood. Can I send you something to hold onto? When the timing is right, I want to make sure you know where to reach me." A professional exit occasionally creates a referral.
Phase 6 — Closing Sequence
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Closing Sequence
Tone: Confident & Decisive
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Recap Their Goals
"So just to recap — you mentioned your main goals are to [insert their top 2–3 things]. The [Package Name] takes care of all of that — everything we discussed, organized in one place, and finalized so your family won't have to guess or deal with court."
🎙 Use their exact words. Pause after the recap.
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The Invitation — Invite, Don't Push
"Based on what you've shared, I'd recommend we move forward with the [Package Name]. Would you like to get started today?"
⏸ Use a calm tone. You're inviting — not pushing. Wait for their response.
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Confirm Package & Payment
"Perfect — we'll start with the [Standard / Premium] version. The total for that is [$price]. We can handle payment securely today to reserve your intake appointment and get your documents into drafting."
IF THEY HESITATE ON PAYMENT
"That's fine — we can hold your intake and handle payment then. Would you prefer to book that now while I've got the calendar open?"
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Schedule the Intake
"Let's get your intake appointment set — that's where we gather your details and customize your documents. Most clients like to do that within the next 3–5 days. Would mornings or afternoons work better for you?"
🎙 Binary choice drives commitment. Confirm and mention the reminder email.
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Explain What Happens Next
"Here's what happens next: after your intake, we'll prepare your documents and review them together. You'll receive your full Legacy Binder within about two weeks. Premium clients also get notarization handled and a digital copy on USB."
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Reinforce — End With Encouragement
"This is one of those things most people put off for years — but the relief once it's done is huge. You're doing something most families never get around to. You're making life easier for everyone you care about."
🎙 Warm & genuine — not a sales pitch. End with real encouragement.
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Verbal Wrap-Up
"Alright, [Name] — you're all set. You'll receive two emails: your payment receipt and your intake confirmation link. I'll also send your short intake questionnaire so we can get started. If anything comes up before then, my direct number is (480) 933-5330."
"Thank you for trusting me with something this important. You're going to feel great once this is all in place."
🎯 Post-Call Outcome Capture
One click fires the GHL automation, advances pipeline stage, and writes the call notes. Eliminates the 5-minute manual CRM cleanup.
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Post-Call CRM Actions (Reference)
INTERNAL
☑ Log package type and payment status in GoHighLevel
☑ Tag lead as "Closed – Booked Intake" or "Pending Payment"
☑ Set follow-up reminder for post-intake check-in
☑ Save call notes — capture their emotional language for delivery context
☑ Send confirmation emails within 15 minutes of call end
The Outcome Capture buttons above automate most of this once the GHL webhook is wired.
☑ Tag lead as "Closed – Booked Intake" or "Pending Payment"
☑ Set follow-up reminder for post-intake check-in
☑ Save call notes — capture their emotional language for delivery context
☑ Send confirmation emails within 15 minutes of call end
The Outcome Capture buttons above automate most of this once the GHL webhook is wired.