Repeat That
The customer line suddenly cuts out due to static right as they give their full legal name.
What is: 'I apologize, the line cut out for just a split second there—could you repeat your full legal name for me real quick so I make sure I get it down perfectly?'
Asking for the customer's Social Security Number for identity verification.
What is: 'To make sure we connect this policy directly to your secure file, go ahead and share your Social Security number whenever you're ready.'"
The caller mentions their spouse passed away recently.
"What is: 'I am so sorry for your loss. Thank you for sharing that with me—that really shows how important it is that we take care of you today so you have peace of mind.'"
The customer starts telling a long story about their pet during health questions.
"What is: 'That sounds like a wonderful pet! Now, to make sure we keep moving forward on getting you covered, have you had any major surgeries in the last 2 years?'"
The caller snaps, "Why are you asking me so many personal questions?!"
"What is: 'I completely get it—it feels like a lot! I ask because these specific questions allow me to qualify you for the highest coverage at the lowest possible rate.'"
Background noise (TV or dogs barking) makes it impossible to hear the customer's response.
"What is: 'You’ve got a lively house today! I want to make sure I don't miss a single word—could you repeat that last part for me one more time?'"
The customer asks why you need their Social Security Number.
"What is: 'Great question! The carrier uses that strictly to verify your identity and pull your medical history electronically so we don't have to send a medical examiner to your house.'"
The caller shares that they were recently diagnosed with a serious health condition.
"What is: 'I appreciate you opening up about that. That's exactly why we’re on the phone today—to make sure we find the right plan that accepts you as you are.'"
The caller gets distracted complaining about the weather or traffic outside.
"What is: 'It really has been crazy weather! Let's get this finished up real quick so you can get back to enjoying your day. Next question here...'"
The caller accuses the company of being a scam or cold caller.
"What is: 'I hear your concern 100%. You actually requested this information regarding final expense plans, and as a licensed agent, my job is simply to see what state-approved options you qualify for today.'"
The caller spoke too fast while spelling out a complex street address.
What is: 'My fingers weren't fast enough for you there! Mind if we do that street name one more time, just a little slower so I spell it right?'"
Requesting routing and account numbers for monthly automated premiums.
"What is: 'To keep your policy active and ensure your rate is locked in forever, go ahead and grab your checkbook or routing details whenever you have it in front of you.'"
The caller breaks down crying while talking about end-of-life planning.
"What is: 'Take all the time you need. You're doing a wonderful thing for your family by taking care of this today, and I'm right here with you.'"
The caller rambles about their grandchildren for several minutes.
"What is: 'They sound like an absolute blessing! Setting up this policy today is going to be such a gift to them down the road. Let’s finish up this last section for them...'"
The customer gets frustrated and says, "Just tell me the price, stop wasting my time!"
"What is: 'I want to give you an exact quote, not a guess! I just need these last two quick answers so I can show you the exact rate down to the penny.'"
The customer mumbles their primary physician's name during medical underwriting.
"What is: 'I want to make sure our underwriting team has your doctor's exact spelling on file—could you spell that doctor's last name out for me real quick?'"
The customer hesitates and says, "I don't give out my banking information over the phone."
"What is: 'I completely understand being cautious! The carrier requires bank draft so your rates can never go up and your coverage never cancels. Let’s get this set up so your family is protected starting today.'"
The caller shares a lengthy story about caring for a terminally ill relative.
What is: 'You have such a big heart for carrying that responsibility. Let’s make sure your own plan is solid today so your family never has to worry about that heavy burden.'"
The customer starts giving an unsolicited, detailed recap of a television show.
"What is: 'That sounds like quite a show! I want to make sure I respect your time today—the next quick question I have for your approval is...'"
The caller becomes sarcastic or short after an application declination with a specific carrier.
"What is: 'Unfortunately that specific carrier couldn't approve the application, but the great news is I'm already halfway through transferring you over to another carrier option right now. Bear with me one second!'"
The caller mutters an answer to a health screening question and sounds hesitant.
What is: 'I want to be 100% accurate on your health profile so there are no surprises—did you say yes or no to that last question?'
The customer says, "Can I just pay next month after my check comes in?" when immediate payment/draft setup is required today.
"What is: 'We definitely schedule your future payments on the exact day your check hits each month! Today we just lock in your official rate and secure the policy so you're covered right away.'"
The caller expresses fear that nobody will come to their funeral.
"What is: 'I hear you, but taking this step today ensures your legacy and final wishes are respected no matter what. Let’s keep building this protection for you.'"
The caller goes off on a political or news rant halfway through the call.
"What is: 'There’s certainly a lot going on in the world right now! My focus today is just making sure you're protected. Let's finish up this brief section together...'"
The customer aggressively demands to speak to a supervisor because they dislike a required policy rule.
What is: 'I hear your frustration, and I want to make sure you're taken care of. As your licensed representative, I can handle this directly for you right now—here is what we can do...'"