FFL Rekindled Boot Camp

Your "Loud and Proud" tone

This script wins when it's delivered like a calm professional with light confidence, not hype.

• Tempo: slightly slower than normal conversation (older clientele)
• Energy: upbeat but not "salesy"
• Goal: they feel you're legit before you ask anything personal.

The #1 mistake agents make with this style

They say "benefits office" or "members" and the prospect hears government/scam if the rest of the call doesn't immediately create legitimacy and control.

Training standard: every opener must include

• who you are
• why you're calling (anchor to their action or membership context)
• what you are NOT
• how long it takes
• permission/control

Script (tightened, same structure)

Agent:

"Hey ___ (client name)? Hey ___, this is ___ calling from the benefits office here in (state). How are you doing this morning?"

"Perfect. By this point, someone should've already reached out—either stopped by or gave you a call—to get your life insurance squared away. You got that taken care of already?"

What this does psychologically

• It frames you as part of a system (benefits office / service director)
• It asks a yes ladder question that feels routine
• It creates a reason to continue no matter what they answer

Trust upgrade (add this immediately after)

Right after they answer yes/no, add a control + clarity line:

"Either way, I'll be quick—this is about making sure you're set up correctly and not overpaying. If it's not relevant, we stop. Fair?"

That one line reduces defensive resistance dramatically.

If YES (they say they have it)

"Perfect, that's exactly why I'm reaching out. I'm your policy service director—your agent would've mentioned I'd be reaching out, right?"

What this does: "Policy service director" = authority + continuity. Implies they're already in a process (reduces suspicion).

Trust upgrade (if they hesitate)

If they hesitate ("uh… no?") you don't want to push the claim. Use:

"No worries—my job is basically the after-sale side: I make sure you have access to your paperwork and I double-check you're not paying more than you should. That's it."

If NO (they don't have it / don't remember)

"Okay, in that case I'm the gentleman that gets to bother you today."

Good. That's disarming. Immediately follow with:

"And I promise I'm not here to pressure you. I'm just going to ask a few questions to see what you'd even qualify for and what's affordable."

Your script

"Now just before I get into anything, I want to give you a little bit of my personal information just so you are aware you are talking to a licensed individual. Grab a pen and paper and let me know when you're ready."

What this does

• It slows the conversation (reduces "scam pace")
• It creates seriousness
• It makes you feel verifiable

Upgrade: make verification explicit

After name + number: "If at any point you want to verify me, you can look up my license in the state database. I'm fine with that."

Critical rule for agents

If you ask for social/banking later, you must have already established: identity, purpose, control, process. This is what keeps persistency from collapsing due to regret.

This section is good because it makes your call feel "standardized."

Script (with a better "assume")

"Most of the people I work with are either still working, or they're on a fixed income like social security or disability—are you still working or more on the fixed-income side?"

Why "assume" works: It avoids making them feel singled out. It's normal.

Fixed income line

"We reach out to folks on fixed income because we want to make sure it's affordable long-term—final expense matters, but it shouldn't strain your budget. Does that make sense?"

Persistency lock: You're teaching affordability early.

Still working line

"I'm going to assume you have life insurance through your job, right? … and you know when you leave or retire, those benefits usually don't follow you."

Then add: "So we look at permanent coverage that stays with you no matter what happens with work."

Your script

"Now God forbid something were to happen, who would be taking care of everything moving forward?"

This is the right moment to establish the "why."

Upgrade: turn it into an empathy + commitment moment

After they answer: "Got it. So the whole reason you're even talking to me is you don't want [beneficiary] stuck figuring this out in the middle of grief—fair?"

This line creates consistency pressure (in a clean, ethical way): they said it, so they're more likely to act.

Safer version (avoid "sales pitch alarm")

"A lot of families end up with a few different policies over time—work coverage, something small they bought years ago, etc. Do you have anything currently, even if it's small?"

If they have none

Keep the intent, remove the insult risk:

"Okay—so we're basically starting from scratch. That's not uncommon. My job is to help you get something in place that's affordable and actually makes sense."

Rule: Never say "crazy medical conditions"

That word can trigger defensiveness. Replace with:

"Any major medical history the insurance would care about—heart attack, stroke, cancer, COPD, diabetes?"

Rx question upgrade (VERY important)

When you ask about prescriptions, prospects worry you're judging them. Say:

"The reason I ask is prescriptions are one of the main ways companies determine risk—so I want to match you with the right carrier."

Then: "How many medications day-to-day?" "What are they for?"

This improves transparency and reduces "why do you need that?" pushback.

Upgrade: make it a "responsible advisor" frame

"I'm going to ask a couple budget questions—not to be nosy—just so we pick something you'll keep long-term. The worst thing is setting it up and then canceling later."

The persistency checkpoint sequence

Agents must capture:

• Pay cycle / deposit day (SSA/disability)
• Preferred draft day
• Overdraft risk
• Bills timing (rent/mortgage utilities)

Persistency rule: If this isn't nailed down, your "speed-to-sale" becomes chargebacks.

This is the biggest adjustment. Final expense is usually sold as whole life or graded whole life. Term and IUL talk can confuse and reduce trust in this context.

What to teach agents

Lead with Whole Life benefits that matter to FE:

• permanent
• level premium
• simple purpose (benefit at death)
• living benefits/accelerated death benefit (if applicable by carrier)
• accidental death benefit (if included)

IMPORTANT: remove the "build equity at 4.8%" claim

That's too specific and can be incorrect by carrier/product and can cause compliance issues and buyer's remorse. If you want "cash value" talk, say:

"Some of these policies build cash value over time. It's not meant to be a primary investment—this is mainly about the protection—but it is a feature."

That keeps trust and reduces refunds.

Better approach

"I'm independent, so I shop multiple A-rated carriers—Mutual of Omaha is a common one people recognize. My job is to find the best fit for your health and budget so you don't have to call around."

Then ask: "That sound fair?"

Don't overload names. Use 2–3 max.

Your A/B/C structure is strong because it

• reduces decision fatigue
• makes it feel like guidance
• gives them ownership (they wrote it down)

Upgrade: avoid "state recommended amount" unless you can substantiate

Instead say for B option: "This is the most common amount people choose at your age to cover funeral and final expenses with some cushion for inflation."

The right sequencing

Always present: C = minimum responsible step, B = most common balanced, A = maximum cushion.

Then: "Which one makes the most sense to try to get you approved for?"

That "try" keeps it honest and reduces future trust collapse.

The strongest version

"Before we submit anything—be straight with me: is $___ comfortable every month long-term?"

"Because if you cancel later, it defeats the whole purpose of protecting your family."

Then add: "If we need to adjust it, we do it now—no ego."

This prevents agent pride from causing lapses.

Social last is correct — keep it

But add: "The reason companies ask for social is to verify identity and prevent fraud. We do it near the end so you understand everything first."

Banking section (trust + safety)

Your Policy Review script has a great move: you pull routing on your end, they confirm. Keep that.

Add: "And to be clear, I'm entering it into the encrypted carrier application—this isn't me writing it down."

(Agents should never say "encrypted" if they can't back it up, but "carrier application" is good.)

Tighten it

"You may still get calls. If anyone asks personal info, don't give it. Just call me. You only work with one person—me—and I'll confirm anything that comes up."

Then: "I'll send you a text right now with my name and number so you can find me fast."

This increases retention and reduces "rescues" from other agents.

What this call is really doing

• It reframes you as service, not sales
• It creates a "pricing anomaly" (they should be paying less)
• It offers a fix with minimal friction (eApp, new effective date)

The Policy Review core flow (with upgrades)

1. Identity + role
2. paper policy access + affordability framing
3. verify DOB
4. verify coverage/premium/carrier
5. re-quote + "you should be paying X"
6. apply + set effective date and draft expectations
7. solidify + documentation

The golden line (keep it)

"Weird—it looks like you should only be paying X for that same coverage." That creates urgency without fear.

Persistency locks in policy review

When you say "draft in 1–4 business days," add: "And after that first draft, it won't draft again until your recurring date." Then ask overdraft risk exactly like you wrote.

• Don't imply government affiliation (avoid sounding like "official government benefits office" if you're not).
• Don't use hard numbers about returns/cash value unless carrier-specific and approved.
• Don't hide waiting periods or graded benefits.
• Don't over-talk carriers.
• Don't rush banking before trust anchors.