Script Slot
This slot is registered for tracking but has no content loaded yet. Paste the full script to Claude and it gets built into this page as its own phases, sidebar nav, and quick-objection bar.
The engine works the same on every script: the session timer, Financial Inventory, Underwriting panel, Dead Transfer log, and the After-Action Report are all script-agnostic. Every finalized record carries the scriptId and scriptVersion it was run on.
Phase 0 · Pre-Call Setup
💡 On a live transfer, you have seconds, not minutes. Glance at the lead, confirm the state is one you are licensed in, and have your quoter and e-app open before you take the handoff.
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Pre-Call Checklist
LEAD REVIEW
Lead and Contact
Lead source identified: Live Transfer / Aged FE / Facebook / Referral
Name, age, and state confirmed. You are licensed and appointed in that state
You are on a recorded line and ready to identify yourself as a licensed agent
Coverage Context
Reason they requested info noted (burial cost, final expenses, leave money to family)
Any current coverage noted: through work, term, or whole life, and rough amount
Who they want to protect or name as beneficiary, if known from intake
Carriers and Tools Ready
Carrier appointments live: Transamerica, Foresters PlanRight, Aetna / Accendo
Quoting tool open. E-app / LiveApp ready to launch
Banking request ready. Plan to align the draft date to their income deposit
60-Second Pre-Call Reset
🎚 Do This Every Time, Before You Dial or Take the Transfer
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Three slow breaths. Release your shoulders on each exhale2
Name what you are carrying in: "I'm feeling rushed / behind / amped up", then set it down3
Set your intention. Not to close, but to find out if you can help4
Ten seconds: this is an older person thinking about the end of their life and their family. Slow down and be kind⚡ Your state transmits through the phone. Desperation and pressure kill final expense calls faster than anything you say. Seniors can hear a commission chaser. Arrive calm, warm, and patient.
Persistency starts here. Plan from the first second to set the draft date on or right after their Social Security or income deposit. A draft that clears every month is the difference between a policy that sticks and a chargeback.
Phase 1 · Open and Confirm the Lead
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Welcome and Identify
Tone: Warm, Calm, Unhurried
LIVE TRANSFER OPEN
"Hi [First Name], this is Daniel Brown, a licensed life insurance agent with Lasting Legacy Pro, on a recorded line. Thanks for holding. The agent let me know you were asking about a final expense or burial program to help cover your funeral costs. Did I get that right?"
🎙 Warm and slow. Let them say yes before you go anywhere.
OUTBOUND / CALLBACK OPEN
"Hi [First Name], this is Daniel Brown, a licensed life insurance agent with Lasting Legacy Pro, on a recorded line. You recently asked for some information on a final expense or burial coverage program. I'm just following up to get that to you. Is now an okay time for a few minutes?"
NOT THE GOVERNMENT (COMPLIANCE)
"Just so you know up front, I'm not with the government, Social Security, or Medicare. I'm an independent agent. I work with several of the top-rated insurance companies, so my job is simply to find you the best coverage at the best rate you qualify for."
🎙 Say it plainly. It builds trust and keeps you compliant.
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Confirm the Basics and Set the Frame
Upfront Contract
CONFIRM
"Let me make sure I have you right. You're [age], in [state], correct? And the reason you reached out, is it more about covering the funeral so it doesn't fall on your family, or leaving a little something behind for them too?"
SET THE FRAME
"Here's all this is. I'll ask you a few simple questions about your situation and your health so I know which company fits you best. Then I'll show you exactly what it covers and what it costs, in plain numbers. By the end you'll know your options, whether you start today or not. Fair enough?"
🎙 Pause. Wait for the yes before you move into discovery.
Phase 2 · SPIN Discovery
⚖️ The 30/70 Rule: You talk 30 percent of the time. They talk 70. Questions do the selling. Your job is to ask, listen, and write down their exact words. Do not quote a price until you understand their why and their health.
S
Situation Questions · Where They Stand
SPIN · Situation
Situation · 3 to 4 Questions Max
Get the facts on what they have now. Keep it light and quick, then move to Problem.
→
"Do you currently have any life insurance or burial coverage in place right now?"→
"Is that through your work, or is it something you own on your own?"→
"Do you happen to know if it's term insurance that expires, or whole life that stays with you?"→
"And who would you want this to go to? Who handles things for the family when the time comes?"P
Problem Questions · Surface the Gap
SPIN · Problem
Problem · The Gap Reveal
Help them see the gap they have not put words to. You are not telling them they have a problem. You are asking questions that let them notice it.
→
"If something happened to you tomorrow, who would be responsible for paying for the funeral and the final bills?"→
"A funeral today runs around $8,000 to $12,000 once you add the service, the casket, and the plot. Would what you have actually cover that, or would your family come up short?"→
"If your coverage is through work, do you know what happens to it the day you retire or leave that job?"→
"Has it been a while since you looked at it? A lot of folks find the policy they bought years ago is not nearly enough for today's prices."⏸ After the funeral cost question: pause 2 to 3 seconds. Let the number land. Do not rush to fill the silence.
I
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.
Walk through what an unsolved problem actually costs the people they love. They feel the weight of it. You do not create it.
→
"If your [son / daughter] had to come up with $10,000 on short notice during the worst week of their life, what would that do to them?"→
"Have you ever seen a family have to pass the hat, or start one of those online fundraisers, just to bury someone? Is that something you'd want for your kids?"→
"That bill doesn't go away if nothing is in place. It just lands on whoever you leave behind. Who would that be?"→
"On top of grieving, they'd be making phone calls and signing checks. Is that the way you'd want them to remember saying goodbye?"⏸ After each implication question: silence 4 to 6 seconds minimum. They are picturing something real. Do not fill it.
If their voice changes, gets quiet, or catches, slow down even more. That is the moment. Empathy, not momentum. "Yeah. I hear you." Then wait.
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Need-Payoff Questions · Paint the Win
SPIN · Need-Payoff
Need-Payoff · Let Them Sell Themselves
Turn from the pain to the relief. Ask them to say the value out loud. Write down their exact words. You will hand them right back in the Recap and the Close.
→
"If this were completely handled, so your family never even sees a bill, how would that feel for you?"→
"What would it mean to you to know it's locked in, the rate never changes, and it never expires for the rest of your life?"→
"If you could hand your [daughter / son] a single phone call instead of a $10,000 problem, what would that be worth to you?"📝 Capture their exact language. "I don't want to be a burden." "Take care of my kids." "Have it done and not worry about it." Those phrases are your bridge and your close.
Phase 3 · Health Qualify
🩺 The detailed knockout questions live in the Underwriting panel (right edge, coming soon, Firebase-linked). You'll type answers as you ask them and the system routes the carrier. This phase is the spoken script that goes around those questions, plus the tier framing you need to quote correctly.
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Transition Into Health
Tone: Easy, Routine, Confidential
YOU SAY
"Okay [Name], now I just need to run through a few quick health questions. This is how I find the right company for you, because the same person can get a very different price from one carrier to the next. There's no exam and no needles. It's just questions, and everything you tell me stays between us and the carrier."
🎙 Make it sound routine. If you tense up, they tense up.
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Quick Qualifiers (Ask Conversationally)
Field Underwriting
Ask These, Then Let the Panel Route
These are the spoken qualifiers. The full knockout list and carrier routing will fill in from the Underwriting panel.
→
"In the last 12 months, have you used any tobacco or nicotine? Cigarettes, cigars, vape, chew, or the patch?"→
"Roughly what's your height and weight? I just want to make sure I put you with a company that's comfortable with your build."→
"Any major health conditions I should know about? Heart, cancer, diabetes, lung, stroke, or kidney?"→
"And what medications are you currently taking? Go ahead and grab the bottles if it's easier."💊 The medication list is your best friend. People forget conditions but remember their pills. The meds tell you what to dig into before you pick a carrier.
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Tier Framing (So You Quote the Right Product)
Carrier Selection Before Submission
Every final expense client lands in one of three product types based on their answers. Choose the type before you say a number, then choose the carrier that gives the best rate for that type.
Type 1
Level / Immediate
Day-One Coverage
Healthy or older, controlled conditions. Full benefit from day one. Best rates.
Type 2
Graded
2-Year Wait
Recent or moderate conditions. Limited benefit in years 1 to 2 for natural causes, then full.
Type 3
Guaranteed Issue
No Health Questions
Serious conditions. No questions asked. 2 to 3 year waiting period. Highest rate.
Worked example, Foresters PlanRight (issue ages 50 to 80): all health questions answered No routes to Preferred (level). Certain longer-dated conditions route to Standard (level). More recent or moderate conditions route to Basic (graded). The hard knockouts (nursing home, hospice, oxygen for breathing, dialysis, CHF, ALS, dementia, current or multiple cancer, recent terminal events) make PlanRight unavailable. When that happens, move to a Guaranteed Issue carrier or stop. Verify Transamerica and Aetna / Accendo routing against each carrier's current guide before you rely on it.
⚖️ Compliance, and it protects your persistency: never coach a client to answer a health question any way but truthfully. A wrong answer can void the policy at claim time, which is the worst outcome for the family and a guaranteed chargeback for you. Ask the question, record the honest answer, place them correctly.
Phase 4 · Recap
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Reflect and Confirm
Sales EQ · Empathy Bridge
📎 Use Their Exact Words From Discovery
YOU SAY
"Let me make sure I've got the whole picture before I show you anything."
"What you told me is [their why, in their words]. You want this to go to [beneficiary]. Right now you've either got nothing in place or not enough to cover today's costs. And based on your health, you qualify for [level / graded / guaranteed issue]. Did I capture that right?"
🎙 Pause. Let them confirm. That yes is your permission to present.
AFTER THEY CONFIRM
"Good. Then here's exactly what I'd put you in, and why."
🎙 Confident and decisive. You earned the right to recommend.
Do not skip the recap. Quoting before you reflect makes it feel like a pitch. The recap is what makes it feel like help.
Phase 5 · Quote and Present
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Present the Coverage
Tone: Confident, No Uptalk
ANCHOR TO THE BENEFICIARY
"So here's what this looks like for you. I can get [beneficiary] [$ face amount] in coverage, paid directly to them, usually within days of a claim, with no probate and no waiting on the courts. They use it for the funeral, and whatever is left is theirs."
LOCK-IN LANGUAGE (WHOLE LIFE)
"This is whole life, so three things are true for the rest of your life: the price never goes up, the coverage never goes down, and it never expires as long as the premium is paid. It also builds a little cash value over time that you can borrow against if you ever needed to."
IF GRADED (BE HONEST)
"One thing I want to be straight with you about. Because of [condition], this is a graded plan. That means for the first two years, if you pass from natural causes, the company returns every dollar you paid in plus interest rather than the full amount. An accident is covered in full from day one. After two years, the entire benefit is in place. I'd rather tell you that now than have your family surprised later."
🎙 Never present graded as if it pays in full from day one. That is a misrepresentation and it burns the family at claim time.
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State the Price, Then Pause
Tone: Unshakeable
YOU SAY
"For [$ face amount], your rate comes out to about [$ monthly] a month. That's roughly [less than a coffee / a couple dollars] a day to make sure your family never gets that bill."
🎙 Say the number flat. Do not soften it, apologize for it, or rush to justify it.
⏸ After the price: stop talking. 3 seconds minimum. The first one to speak loses the silence. Let them respond.
3
Soft Confirm Into the Close
Need-Payoff Echo
CONNECT BACK TO THEIR WORDS
"You told me earlier you wanted [their exact words]. That's exactly what this does. It takes that whole worry off your plate and off theirs."
SOFT CONFIRM
"Does that feel like it covers what you were hoping to take care of?"
🎙 If yes, go to Phase 7. If they hesitate, go to Phase 6.
Phase 6 · Objection Handling
⚡ Faster during a live call: use the orange Quick Objection bar at the top of this page. One click pops the response card without scrolling.
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The Voss Framework · Apply to Every Objection
Voss · Never Split the Difference
Every stated objection is the surface. The real one is underneath. Use these to bring the real one up, then handle the real 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."
After the label: stop talking. 4 to 6 seconds. They confirm or correct. Either one hands you the real objection.
Tool 2 · Mirror
Repeat their last 1 to 3 words back as a soft question, then go quiet.
Them: "I just can't swing it right now." You: "Can't swing it?"
Use 2 to 3 times max per call. Mirrors get them to keep talking without any pressure from you.
Tool 3 · Calibrated Question
"What would need to happen for this to feel like the right move?"
"How do you see your family handling that bill if nothing's in place?"
Start with What or How. Never Why (sounds like an accusation), never Can or Do (yes or no dead ends).
Specific Objections · Full Reference
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Objection War Room · Click for Full Detail
Voss + EQ
LABEL FIRST
"That's fair. This is something you want to feel good about."
🎙 Empathetic, unhurried
VOSS LABEL
"It sounds like there's one thing in particular you're not sure about yet."
⏸ Hold silence 5 seconds. Let the real concern come up.
CALIBRATED QUESTION
"What part would you want a little more time on, the cost, the company, or how it works?"
REDIRECT
"I'm not here to rush you. The only thing I'd point out is that the rate is based on your age today. Every birthday it costs a little more, and your health can change the door you're able to walk through. The thinking part doesn't cost anything. Staying unprotected while you think about it is the only risk."
TACTICAL EMPATHY
"I hear you. Things are tight, and the last thing you need is another bill."
CALIBRATED QUESTION
"What would feel comfortable as a monthly number for you? Let's start there and work backward."
RIGHT-SIZE THE COVERAGE
"Here's the thing, we don't have to start at [$ amount]. I can bring the coverage down to fit your budget. Even [$5,000 to $10,000] takes the worst of it off your family. The goal isn't a big policy. It's making sure they're not stuck with the whole bill."
REFRAME · WHO PAYS INSTEAD
"And I'd gently say this. If it's not in a policy, the cost doesn't disappear. It just moves to [your kids] at the worst possible time, and it's a lot more than a few dollars a month. This is the cheapest way to handle a bill that's coming either way."
VALIDATE · IT'S LEGITIMATE
"Of course. This is a family decision and they should be part of it."
WORK WITH IT
"Are they around right now? I'm happy to say hello and walk you both through it together. A lot of the time both of you want the same protection, and I can quote you both at once, which usually saves money. If now's not good, what works better, later today or tomorrow morning?"
🎙 Two options only. A binary choice drives commitment.
CALIBRATED QUESTION
"How do you think your spouse would feel about finally having this handled?"
ACKNOWLEDGE
"Good. That tells me you already care about taking care of your people. Let's just make sure it's actually enough."
PROBLEM QUESTIONS
"Do you know if it's term that expires, or whole life that's permanent? Is it through work or your own? And roughly how much is it for?"
THE GAPS
"Here's what I run into a lot. Work coverage usually ends the day you retire or leave. Term often expires right around the age you'd actually need it. And a lot of older policies are $5,000 or $10,000, which doesn't go as far as it used to. I'm not telling you to drop anything. I'm saying let's see if there's a gap, because the gap is what lands on your family."
🎙 If they do replace existing coverage, you must complete the replacement paperwork. Never tell them to cancel before the new policy is in force.
ACKNOWLEDGE
"I can absolutely get you something in writing. Everything you sign comes to you, and you get a free-look period to read it over."
WHY NOW STILL MATTERS
"The reason I'd rather not just mail it and disappear is that a piece of paper can't lock in your rate. Your price is based on your age today and your health today. The way to actually protect that number is to get the application started now. Then you have your policy in hand to review, and a window to change your mind with nothing lost. Most folks tell me the mailer just sits on the counter. I don't want that to be the reason your family ends up without this."
CALIBRATED QUESTION
"What is it you'd want to see on paper that I can just walk you through right now?"
TURN IT INTO A CLOSE
"Great question, and this is the best part. No. This is whole life. Your rate is locked the day we start it and it never goes up, not when you turn 70, 80, or 90. The coverage never shrinks and it never expires for as long as the premium is paid. That's the whole point. You set it once and it's done for life."
CONTRAST
"That's the difference between this and the coverage that goes up every few years or ends at a certain age. This one stays exactly where we lock it today. Which is exactly why locking it at today's age matters."
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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 shoes."
"I'm not here to push you into anything. My job is just to make sure your family isn't the one stuck with the bill."
"This isn't about rushing. It's about taking one worry off the list for good."
"Most folks move forward simply because they want to stop thinking about it. The relief once it's handled is real."
"Let's make sure it actually makes sense for you first."
"I'm not here to push you into anything. My job is just to make sure your family isn't the one stuck with the bill."
"This isn't about rushing. It's about taking one worry off the list for good."
"Most folks move forward simply because they want to stop thinking about it. The relief once it's handled is real."
"Let's make sure it actually makes sense for you first."
🎙 Calm and certain throughout. Never defensive, never apologetic.
If they say no firmly twice after a label and a calibrated question, accept it with grace. "Understood. Can I send you my info to hold onto? When the time's right, I want you to know exactly where to reach me." A clean exit sometimes turns into a referral.
Phase 7 · Close and Application
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Closing Sequence
Tone: Confident and Decisive
1
Recap Their Goal
"So just to bring it together, you wanted [their top 1 or 2 things, in their words]. This takes care of all of that, and your family gets a check instead of a bill."
🎙 Use their exact words. Pause after the recap.
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The Invitation, Invite Don't Push
"Based on everything, I'd put you with [carrier] for [$ face amount] at about [$ monthly] a month. Let's go ahead and get you locked in today. Sound good?"
⏸ Calm tone. You're inviting, not pushing. Wait for the answer.
3
Beneficiary
"Let's start with who this goes to. Full legal name of your beneficiary, and their relationship to you? And would you like a backup beneficiary in case, just to be safe?"
4
Draft Date · Protect Persistency
"Now, what day does your Social Security or income come in? I want to set your payment for right after that, so the money's always there and you never have to think about it."
🎙 Foresters draft date is the 1st through 28th of the month, or a chosen weekday of the month. Align it to their deposit.
This single question is your persistency engine. A draft set to the deposit date clears every month. A draft set to a random date is how policies lapse in month two and turn into chargebacks.
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Banking and Confirm
"Last piece is the bank draft. I'll need your routing number and account number. This is just your normal checking or savings. Money orders and cash aren't allowed for the premium, it has to be a draft. The first draft happens when the policy is issued, not today."
READ BACK
"Let me read it all back. [Carrier], [$ face amount], [$ monthly] a month, drafting on the [date], going to [beneficiary]. All correct?"
6
Submit the Application
"I'm going to read the health questions exactly as they're written and record your answers. Answer them honestly and we're in great shape. Then I'll submit it electronically and we usually get a decision the same day."
🎙 If you're replacing existing coverage, complete the replacement forms and do not advise them to cancel the old policy until the new one is in force.
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What Happens Next, and Reinforce
"Here's what happens now. The company reviews it, and once it's approved your policy comes to you to keep. You'll have a free-look period to read everything over with zero risk. And then it's done, for the rest of your life."
"[Name], this is one of those things most people put off for years. You just took care of it. Your family will never have to scramble, and that's a real gift. If anything at all comes up, my direct number is (480) 933-5330. Thank you for trusting me with this."
🎙 Warm and genuine. Not a pitch. End with real encouragement.
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Post-Call Actions (Reference)
INTERNAL
☑ Log carrier, product type (level / graded / GI), face amount, monthly premium, and draft date in the CRM
☑ Tag the lead: App Submitted / Hot Follow-Up / Pending / No Sale
☑ Confirm the draft date matches their income deposit before you move on
☑ Note advance vs as-earned on this submission and whether it is a pre-Vector appointment
☑ Save call notes, including their emotional language, for the delivery and the first persistency check-in
One-click outcome capture and the live underwriting panel get wired in the next build pass.
☑ Tag the lead: App Submitted / Hot Follow-Up / Pending / No Sale
☑ Confirm the draft date matches their income deposit before you move on
☑ Note advance vs as-earned on this submission and whether it is a pre-Vector appointment
☑ Save call notes, including their emotional language, for the delivery and the first persistency check-in
One-click outcome capture and the live underwriting panel get wired in the next build pass.