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Master Class 2

Updated: Apr 17

Watch Full Video Here: Master Class 2

00:00:02:01 - 00:00:21:18

All right. Picking up where we left off. The only thing that we really talked about is bottle enthusiasm is you really happy to be doing your job? It's not Tony the Tiger type stuff. It's great. But it's also, you know, you're just having a friendly conversation and you're in a good mood, but you also know exactly what you're talking to, talking about

00:00:23:06 - 00:00:54:11

like like I always talk about, like, tonality, like certainty. The certainty tone is something I use a lot. It's like when I say, you know, the best company in your case is going to be pioneer security life. They've been around for 110 years, state and federally regulated. They have an A-plus rating with the Better Business Bureau and they're going to provide you with the best rates and benefits. All right. So what I'm going to have you do is go grab, you know, whatever I'm saying next. But I am certain what I'm saying that. And they can hear that certainty. It's not oh, let me check a bunch of different companies.

00:00:54:13 - 00:01:08:14

It's like, no, this is the best. Because I don't want to hear. Uh oh. Let me look around now. I already did that and think said that a couple of times. It's like, I'm not going to say that. But that's what, that's, that's the impression that I'm giving off and as I should.

00:01:12:07 - 00:01:28:16

Was there anything else in tonality that, you know, people are struggling with? I mean, the first four seconds is important. Obviously, you're not going to speak that way the entire time. But if you guys like the Jordan Belfort videos, I can send you the full training course. It's like ten hours.

00:01:33:03 - 00:02:16:14

Yeah. Think that Jordan Belfort videos are great and I know that even look up a lot of them like late at night for like our breakout rooms and stuff. So I've watched a lot of them. So they are wonderful tools and research to do. If you're really intrigued about getting better at your career here, then it's good to watch, you know, content too as well on your own time, you know, just to get better and better at your craft. So with the tonality to like besides in the opening, I think that when you are going over those benefits with them, you know, you can create tonality there, like as if you're giving, you know what I mean? Like you'd be like, Hey, look, you know, in this policy comes with, you know, blah blah blah blah blah blah, blah, blah.

00:02:16:16 - 00:02:36:14

So they like to hear that, you know, tone and a way to like, you're their friend and like, you're doing a favor for them. You're doing a favor for them with the living will. So but of course, in the opening, you're tonalities enthusiastic as hell like he says, you know that you're an expert. You know, you want to you want to come out very strong in the opening and the intro.

00:02:37:01 - 00:02:46:01

Yeah, that's the secretive tone Nicky was doing. Like. Like, listen, I mean, I'm not certain that I can get you approved for this, but I will write really good notes and see if we can get this in there.

00:02:46:12 - 00:03:16:18

Yeah. Or even like your tone when they're, like, telling you their health. You know what I mean? Like, or I listen to calls and like, people answer the phone like, hey, I'm, you know, I'm calling to go over a state regulated life insurance program with you for the state of Florida. My jobs go to these benefits with you and answer any questions that you have. Let me verify your information. They verify it. Then the client says to them, Oh, yeah, my wife just passed away. Okay, great. Well, you looking for benefits just for yourself or for someone else?

00:03:16:21 - 00:03:18:17

That's just listening attentively?

00:03:18:19 - 00:03:50:19

Yeah. So it's, you know, for a second and then you could take a second there and be like, Hey, I'm so sorry to hear that. You know about your wife. Mean you'll definitely go over some information where you just looking for benefits today or for yourself you know so you can have like different tones throughout the call, you know, so you might run on to where someone might be having a bad day. Those people that don't want to do business, they're grouchy. Hey, you know, Mary, I'm not here to you know, I just I just rang the phone. Let me give you a second to tell you why I'm calling, you know, have some really good news for you, Right?

00:03:52:00 - 00:04:16:06

Yep, you will see that. If somebody just lost their husband or whatever, and it's like, I'm so sorry to hear that. Are you still taking care of arrangements? I mean, you can you can take a moment for that, but just don't don't deep dive so long that, you know, it derails the whole conversation. Usually, I mean, if you're decent at this, you should not have a hard time selling. If she has no insurance and he had insurance and she just buried him, she probably knows she needs some insurance to.

00:04:19:08 - 00:04:24:24

Or even if. Even if he didn't. Sorry. Chow down some chicken.

00:04:25:14 - 00:04:47:23

Oh, you're good. You show you show that. That stern expert tone in the beginning and then throughout the call, your tone changes depending on what you're talking about at that moment in your presentation. Yeah. You know, throughout the whole call, your tone is going to change. But at the close, of course, you're going to be the expert again. And you know, so in the intro and the closing, it's going to be the same type of tone.

00:04:48:22 - 00:04:52:13

Moses has a great story about that from his first couple of weeks here.

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Uh, care to share Moses?

00:04:58:04 - 00:05:29:24

Oh, yeah. So there was just one dude that I was calling, and I was trying to get him a policy. He didn't have any coverage. And then his wife just passed away, like, two weeks ago, and apparently he was crying on the phone while he was talking, but didn't hear it like Nate was with me and went to leave a little boy smell. And I wasn't really taking that into consideration much. And, um, I was, I was trying to be a little like what you call empathetic. And I was saying, Yeah, I know. Like, it's probably really hard right now, you know? And the way said it was like, you know, death and stuff, like it was good to get a policy in place.

00:05:30:01 - 00:05:35:08

So go ahead and give me a call back. And that was just like it was pretty funny, like listening to it in the office.

00:05:41:02 - 00:05:42:08

That was riveting.

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And stuff?

00:05:46:13 - 00:05:51:20

No. Um. So toenail. Sorry. Think.

00:05:54:07 - 00:05:57:04

No, but there's definitely a valuable lesson to take from that.

00:06:01:01 - 00:06:31:09

And yeah, a lot a lot of when you're listening to, you know, qualified health, your tone like your tone will change. It's like, okay, so is there anything major going on with hearts, lungs, liver, kidneys? No. And then eventually it's going to my tone will be lower. It's like, okay, so you have the you know, I'll be very just calm, whatever, Like I'm just taking something down, which am it's like, All right, so you had that heart attack. You thinking that was two years ago or is it three? Like about how long ago was that? Okay. Do you know what month? You know, just like your chill.

00:06:31:11 - 00:06:39:00

I mean, you can really chill out and just talk about whatever a little bit, but also just get all the information you need, the fact finding so that you can move all the way forward.

00:06:39:19 - 00:07:12:19

Right. And like you said, Ernie, and that's a good way that people love to talk about their health. So when you're using that tone and you're talking about their health and you're like, You know what I mean? Because I've bought some videos from other agencies too, and, you know, they say congratulate the person on their health for being in good health, but also also not to congratulate them too much because they are dealing with diabetes or heart attacks or stroke, you know, And so they are dealing with some pretty serious conditions. So it's good to bring that tone out when you are qualifying and all you're doing is gathering information yourself.

00:07:12:21 - 00:07:20:01

You're just picking the case there to figure out what company they're going to qualify for to while you're doing it right.

00:07:23:11 - 00:07:36:13

All right, guys, think we got. I'd say about another hour, but, um, probably everybody's favorite topic. Objections. Um, so, Jason. Jason, you still with us?

00:07:39:10 - 00:07:41:00

Haven't really said much today, buddy.

00:07:41:02 - 00:07:42:14

Yeah, I'm still. I'm still here.

00:07:42:16 - 00:07:48:11

Okay, cool. And that. And that was your request or was that Gonzalez? The objections.

00:07:48:18 - 00:07:49:13

That was mine.

00:07:49:17 - 00:07:50:14

Okay, Gotcha.

00:07:54:11 - 00:08:24:22

Okay. And what I figured that you would want to because, you know, it's only been first few days, you haven't really been able to give them any presentations other than obviously, you know, based on all of the stuff that we went over. Obviously a lot of us need to work on. So, Christopher, you haven't really called, but you hopefully you're getting a lot out of this, especially the way to begin the call. Jennifer, your intro is pretty strong. Wesley's strong. I've heard him a ton of times. Camden Were getting better.

00:08:25:08 - 00:08:33:09

Moses Good. Nathan Good. I don't know who Zoom user is. France You know, yours could be a little stronger.

00:08:33:11 - 00:08:34:01

Zoom user.

00:08:34:03 - 00:08:46:20

Stevens Okay. And then, uh, but I'm guessing like when people ask for the objections, they are more concerned getting them in the front half of the sale, right? Jason?

00:08:50:23 - 00:08:54:22

Like, are you talking, like, immediate objections? Like trying to get you off the phone?

00:08:55:16 - 00:08:56:21

No, like, don't.

00:08:58:02 - 00:09:07:12

Don't usually get objections like that. It's like it's every now and then, but it's usually rate right after I get past the part. You know I'm.

00:09:09:06 - 00:09:23:00

What does that part mean? Trying to remember it like you say who you are. You say you seen life services. Then you go to confirm, like after I confirmed the information. All right, then that's when I would get the objections.

00:09:24:05 - 00:09:26:16

So you have confirmed the information or.

00:09:27:14 - 00:09:28:17

Lack of it.

00:09:30:09 - 00:09:48:09

I can finish confirming all of their information. Then they would just be like. Like this one time it was just two sisters and they were. It was for their mom and they were just like, No, we never filled anything out. She's in a hospital for the past few weeks and, you know, like she wouldn't be able to fill it out.

00:09:49:13 - 00:10:19:22

And she and she could have filled it out previously. You know, so the two daughters might have not not have known that We talked to the mom in that situation. So in that situation, you would have had to actually talk to the mom to really know if. If she filled it out or not, you know. But even if the mom didn't remember, we only talked to people who have requested information. So it's usually just, hey, you know, I'm sorry if it's taken a while to get back to you.

00:10:19:24 - 00:10:37:13

I'm calling now. The reason why we were calling mom is to go over these state regulated life insurance programs. I'm sorry to hear that. She's in the hospital. What is she in the hospital for? You know, blah, blah, blah, blah. My job. Just go over those benefits with her and answer any questions that you have. Is this something you help her with? You know, and then you just find out if it's worth talking to or not.

00:10:38:03 - 00:11:10:14

So, I mean, that still is an early on objection. So I want you guys to be real clear about this so it's don't ever get combative. You don't need to get combative and you don't have to get defensive, especially early on. Like, believe me, Nikki remembers. Because think they used to attach the recording of the Philippine call with the client and, you know, some of us would lose our shit and we'd be like, Oh, you didn't. Well, have the call right here. You want me to play it for you? And of course, that did not work out.

00:11:11:12 - 00:11:44:15

We did. We didn't end up with the sales. Never. Never. Not once. Same thing. Yeah. So you definitely want to. So it's all about mastering this tactic where you're kind of agreeing with them, but you're just moving on. Like, if it's right after that, Oh, she couldn't have filled anything out. It's like, yeah, it shows here that, you know, this might have been a while back, so no worries. Mean don't remember what I had for dinner last night. So we are consultant firm, which means we work for our clients and not one particular company. So I. I acknowledge that she said she said what she said.

00:11:44:24 - 00:11:50:18

But I am not going to let her sit there and I'm not going to have a conversation about it. Does that make sense?

00:11:54:20 - 00:12:11:12

Hopefully that makes a lot of sense because like, like I'm like, like I'm not stopping what I'm doing and having a conversation about this topic. Um, Lexi will tell you right now she hates when I do this, but I get away with it a lot. I just say I'm done with that topic. I'm off that now. We're moving on.

00:12:13:13 - 00:12:40:16

So, uh, but in this situation, you don't know them well enough for them to get mad, be like. It's like, Oh, yeah. Don't remember what I had for dinner last night. That's not no problem. And just like that. So we're consultant firm, which means you work for our clients and not one particular company. So our goal here is always to, you know, just go into it. So and then in that situation with the mom, I mean, you don't have a huge amount of calls that you've made to look at, but like basically blow it off and then talk to the daughters.

00:12:43:12 - 00:12:49:02

Like you guys can give me whatever directions you guys want to give me early on. Just start hitting me with them. Don't really care, but I'm.

00:12:49:09 - 00:12:50:19

Already have insurance.

00:12:51:05 - 00:13:00:20

Yeah, a lot of our clients already do. We'll do the courtesy just to make sure that. That you. You're on the right plan. That's not exactly what I would say, but it's better than nothing. Then just move on.

00:13:02:13 - 00:13:05:06

I'm broke. I'm over budget. I can barely afford rent.

00:13:05:23 - 00:13:07:21

Is this is this an early on one?

00:13:10:18 - 00:13:11:19

Or is this later?

00:13:11:21 - 00:13:12:11


00:13:12:14 - 00:13:16:02

All intros early, early on. Early on. Like when you get on the call.

00:13:17:00 - 00:13:19:07

I'm broke. We'll do it again.

00:13:21:01 - 00:13:22:13

They said all those things to you.

00:13:22:22 - 00:13:25:17

But same. Yeah. Yeah. At the same time, I'm.

00:13:25:19 - 00:13:43:14

Yeah. They say it all. They just start going on. I'm broke. Like you'll normally hear it from, like, a lady in her 50 or 60. I'm broke. I'm living out of a trailer here. I have two kids that are bums and I can't. And I'm not. And I can't afford none of this. I can't afford anything extra. I'm barely covering rent.

00:13:44:04 - 00:13:58:22

Well, my name is Ernest, and I also am broken with wish I had more money, but my job here is to go over benefits with people like let her looking for life insurance. Usually programs cost between like 40 and $150. Is that out of the ballpark for you?

00:14:01:00 - 00:14:01:20


00:14:03:00 - 00:14:07:02

Okay, well, hopefully you come across something that'll work out better for you. You have a wonderful day.

00:14:08:01 - 00:14:27:17

All right. Understand what you're saying to me, Miss Jones. And I'm sorry to hear that you're in that situation. I'd love to go over some options with you and find something that's comfortable for you, because I'm sure that your children are not in a situation where they could take care of a burial or cremation for you is something around 30 to $50 a month, something you can afford.

00:14:28:08 - 00:14:58:04

But if that came before even said anything, then of course I'd need to tell them this is about life insurance at all. It all depends where you're at, guys. Of course. Like if that was the very first thing they said as they picked up the phone, they were already talking then, of course, can't say, Yeah, your kids, you know what I mean? But if you like to Nikki's point, if you're now at like my job is to go over those benefits, answer any questions that you have, and then they say it, then you could say something more like that. I'm assuming you guys are getting hit with this before you say hardly anything.

00:15:00:12 - 00:15:05:09

Yeah, One that I get a lot is I keep telling you people stop calling me.

00:15:07:21 - 00:15:18:23

Okay. So then I usually just that's, that's like one of the few where I'll be empathetic. I'll be like, are you getting a lot of calls? Because I can certainly get you off ours. Let me just verify this information.

00:15:22:19 - 00:15:24:12

Okay. Hey,

00:15:26:00 - 00:15:44:16

that's exactly what I'm trying to do, is I'm trying to get all these insurance companies from Stop calling you. So what I'm going to do is I'm going to help you finally go over this coverage with you today. Get you something that you qualify for. And then personally, if anyone calls you, I'll go ahead and call them and tell them to stop calling you as well.

00:15:45:11 - 00:15:48:09

Yep. So yeah, actually, that's really flawed.

00:15:48:11 - 00:16:03:13

Objection. I normally say that like I live in Florida too. I have like 40, 50 telemarketers calling me every day and we're just calling back over that request from you talk in our representatives, yada yada, yada. And then I pivot to the next part of it.

00:16:03:17 - 00:16:36:20

Or, hey, I completely understand the knee replacement, the hip, the hip people were calling me all the time. Thank God they're not calling me anymore. And student loans don't even have student loans. I can't believe they're calling me. Yeah, but the reason why I was calling you, actually, Ernie, is because you had requested some information. So I'm with a consultant firm. We handle a state regulated life insurance program. So that means we work for our clients, not one particular company, you know? So sometimes I like to joke with them about the knee brace people that.

00:16:37:20 - 00:17:09:07

Got in trouble, you know, for, you know, we're not illegally calling them. They did request this information. They're just getting so many calls, especially with Medicare that's about to start and open enrollment and everything like that. Like you can even joke with them and say, oh, don't worry, I'm not calling you to change out of your health care plan. You know, the reason why I'm calling you is you had requested some information, you know, on the state regulated life insurance program for the state of Florida. My job. Just go over those benefits with you. So you have that rebuttals page? I hope so.

00:17:09:21 - 00:17:13:19

Opened up to because there's a lot of helpful rebuttals in there as well.

00:17:14:07 - 00:17:15:16

Or which.

00:17:15:18 - 00:17:20:17

I don't think they changed something. And what is it now? Or put it in the chat.

00:17:20:24 - 00:17:28:23

Yeah, I'll put it in in the chat in case anyone wants to save it to their computer. I was talking mostly to the people of the the nation here.

00:17:30:11 - 00:17:51:02

No, that's good. I like that one because of. Okay. The JV. There you go. Yeah. So this is a pretty common one. Then I made the list of the ones that I made from the other guy, which I think are even more objections in the greeting. This one's more weird. Put it.