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Script Training with Commentary

Updated: Apr 15

Watch the Full Video Here: Script Training with Commentary

00:00:02:01 - 00:00:33:18

So what I wanted to do this morning, guys, is I was reading a book last night which had a lot of, you know, stuff in it that basically I've been saying for years. Uh, Matt, I'll meet you for now. Um, so a lot of things that I've been saying for years as far as controlling the conversation and being prepared for every call, because always, I mean, I expect resistance on every single call. It might be a small amount of resistance, it might be, you know, just intro because people don't know you're calling. They they're not prepared for you.

00:00:33:20 - 00:01:07:00

So you got to really be prepared for them. Um, so I wanted to go over that real quick, but I do want to cover script training and tonality because, you know, I hear so much of like, Hey, you know, Hey, Bob, how's it going? How's everything going out there? And, you know, Toledo. Yeah. So my name is Ariel. That kind of that, that's the kind of things that's like basically you'll be hung up on almost immediately. So you really got to have some kind of enthusiasm. So what I wanted to cover first is there are four things that you can control when building report and connecting with people.

00:01:07:22 - 00:01:39:03

So you must do this on every single phone call. Otherwise, you know, no matter how the other person treats you in the beginning. So if they're treating you bad, it's not you they're treating. They're treating, you know, the phone calls that they're getting, the it's nothing that reflects on you. It's just your either your approach, it's your it's it is you, but it's your approach, not specifically, you know, you as a person. So I was told, you know, you got to be prepared. So you have to be prepared for them. This means that you're not playing on your phone, you're not eating at your desk. You know, you're there to work.

00:01:39:07 - 00:02:10:02

So remember, you are sales. You know, you're a rock. I want everybody to be a rock star like this. You know, this job is not real hard. Once you gain, you know, control of cause and understand tonality, understand your underwriting. I've had a lot harder jobs and I'm sure a lot of you have to. Uh, so let me see here. So, I mean, these are basic things, though, but sitting up straight, maybe having a mirror on your desk, those things really do help. I mean, they sound so corny. I mean, they are corny, but they definitely work with.

00:02:10:04 - 00:02:43:16

Especially with Miss Jones. Um, so always be likable and always, always, always address people by their first name. That's the sweetest sound in any language. Stolen right from Dale Carnegie's course on How to win Friends and influence People. Use their first name. Do not call them ma'am. Do not call them sir. Um. The one thing you can do is say, you know, you can say Ms.. John or Mr. John or things like that. I do hear a lot of people doing that with success. Uh, personally, I would feel uncomfortable doing it because it just.

00:02:43:18 - 00:03:13:24

It's just not me. I'm not going to say, Hey, Mrs. Betty or Mrs. Mr. John. Um, but a lot of you know, particularly women seem it seems to be respectful, but also saying their first name, which they want to hear throughout the entire presentation. You know, hearing somebody's first name, they will. You'll always turn around. And so, you know, you love hearing your first name. And ma'am or sir is way too transactional. If you say, Mr. Coles, I pretty much know you're trying to sell me something immediately.

00:03:14:01 - 00:03:49:03

You're trying to collect a bill. You know, something is about to happen. That is, you want something of me, you want to transact and you want my money. You want me to pay the bill, You want me to sign up for something. And they know it almost immediately. When you're saying Mister, Mister. Miss Powers. Miss Mills, you know, Mr. Coles, it doesn't really matter. Whenever you call someone by the first name, it actually creates warmth and psychologically starts the process of friendship. So your likability and sales increases each time you use first names to address someone.

00:03:49:07 - 00:04:06:09

It is one of the best kept secrets, like people like to do business with their friends. So using the person's first name and the other person like, I am on your side, I am your friend. That's what that you know, that's what's going on in their mind when you're using the first name. All right. So.

00:04:07:24 - 00:04:42:15

And B, obviously this is what we're going to cover here. So be really, really conscious of your tonality, listen to your calls, Connect me Voice is so crucial. If you haven't signed up for Connect Me voice, you have to. You have to. You have to listen to your own calls and basically determine would you buy something from yourself? And I've heard my own call sometimes where I'm just not feeling it or, you know, not being a professional and acting like an amateur where I am just, you know, I just don't sound good. And it's like I wouldn't buy for me either. And when you can really pinpoint that and understand that, then you know, you'll go really far, really fast.

00:04:43:00 - 00:05:12:14

Once you practice your same tone and you say everything the same tonality the same way, believe me, it's not. It becomes this job becomes much more easy. It's like, well, I know exactly what I'm going to do on every call, and I know the same process is going to be followed. I know I'm going to say things the same way every time. Like it's just once I have it down. And if you need help having it down, I will go line by line. How to say each particular sentence. I'll, you know, I'll go that word. I'll go straight through the entire thing.

00:05:14:07 - 00:05:46:18

So you want to put people in a positive, you know, frame of mind so the tone of your voice can project to the other person that, you know, you want to be an authority figure, you want to be an expert, you want your tonality to portray absolute certainty, like when you like at the end of a call, when you're getting all the way to, you know, you now you're bringing up plans and don't ever say the word quote, but you're bringing up plans and you're suggesting one like Pioneer Security is definitely the best choice for you. They've been in business since 1909. They are going to offer you the best rates and benefits.

00:05:46:20 - 00:05:53:14

You know, they have the terminal illness. They have this. So out of these plans, which one do you want to leave to, Becky,

00:05:55:08 - 00:06:27:00

that that mean? That really is crucial because so many of us have a lot of the presentation down, but that is absolute certainty type tone. It's like, which one do you want? Because I am helping you solve this problem. We've addressed that. You have a problem throughout the entire presentation. We like each other so which out of those, which one do you want? And then proceed So you can use the tone of your voice to be charismatic. And a lot of us that that would that was that had to be learned for me. Like, you know, charisma is not something we're all born with.

00:06:28:00 - 00:06:44:19

So if you want to convey an empathetic or sympathetic tone, then you should lower your voice a little bit. It's like, Well, Miss Jones, I'm so sorry that happened to you. And that's different than absolute certainty. It's like, well, the best choice is definitely going to be pioneer for this reason. See how those tones are a little bit different?

00:06:46:13 - 00:06:58:00

And I'm sorry, Nikki. Chad chatting. Okay. Yeah. You can find the instructions to download connectome voice under video training at the greatest of all teams if you haven't already done so.

00:06:59:18 - 00:07:17:06

All right. So. And be enthusiastic. I'm not saying be a psycho or be Tony the tiger. So it's not great. You know, it's like but you want you know, you know, you want your enthusiasm to come through on the phone. And that's why smiling and, you know, having some fun actually goes a long way.

00:07:18:22 - 00:07:49:15

So tonality will be a little bit different in that first initial, you know, introduction. But that's got to be enthusiastic to the point where you, you know, your job, you're excited that you will be able to help this person. And that, you know, your definition of enthusiasm should be to make someone else's day a little bit better because they have come in contact with you. If the prospects in a bad mood or they're not interested in talking to you, enthusiasm can be a catalyst that changes that all around for you.

00:07:50:19 - 00:08:02:17

Are you guys with me on that? As far as like any anyone come off mute here? Like, do you see the difference of. You know, when you were enthusiastic and then when you were very, you know, just blah or me.

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00:08:10:15 - 00:08:43:12

And Catherine like did when you, uh. And what are some of the reasons? Like, I know it's life. Uh, like, I try to leave that stuff, you know, at the door. No matter what's going on in my life, if I'm presenting to people. And I think that's why. And I think that's why Rory basically put giant mirrors at the at every entrance of this building. Um, like, his, his mindset was to look in the mirror and decide that this it doesn't matter. Like, all that stuff's gone. I walked into the building, I look at the mirror, it's like, this is my job.

00:08:43:14 - 00:09:02:21

So that's what I'm going to do. And you've all had jobs where if you started messing up or, you know, not following instructions that, you know, you you might not be employed for very long. Um, Matt, you're a good example Here are you iPhone three. No. See you, Matt.

00:09:04:03 - 00:09:04:18

Yeah. Matt.

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00:09:07:15 - 00:09:24:18

So we have both. And the only reason I bring this up because we've both worked in manufacturing. Matt knows what lockout tag out means. What? What is the worst case scenario? Matt, If you're not, if those people and maintenance do not follow lockout tag all procedures.

00:09:26:12 - 00:09:29:10

Somebody dies electricity or,

00:09:30:23 - 00:09:32:04

you know, somebody's going to get hurt.

00:09:32:23 - 00:09:51:04

And people have died. Mean there was 5000 people in the plant that I worked in and people have died for not following that very simple instruction. Our consequences are not going to be as dire. Lockout tag go to simply put in sorry lockout is simply putting a lock on a machine that ensures that there is no way that machine can start back up.

00:09:52:18 - 00:10:23:02

So in that situation, Matt is saying if you do not lock out, tag out and somebody comes by and flips the switch and turns it on because they don't they're like, you know, a production worker would be like, Hey, why isn't this machine running? Let's get this going. And then they flip on the switch and that person standing right next to a £10,000 robot and it decides to swing its arm, it's going to hit you in the head and kill you. The robot will not feel you. Like like said, our consequences are not as bad. But if you are very, you know, like in the beginning of a call, it's not it's not because that person is not interested.

00:10:23:04 - 00:10:53:24

I will say I'm not interested to so many people that I clearly know are trying to transact with me. And I might have called them like if I called Lexi and I've been dealing with like the air conditioning when we first moved in, if they had been that blah, you know, calling me, I might not have known who was calling me, why they were calling me and just kind of hung up on them or just be like, Oh yeah, that problem solved When our air conditioner doesn't even work. It's like I'm telling people like, I'm done talking to you basically, even though I need the service.

00:10:55:10 - 00:11:02:00

All right, guys, I did. I'm gonna pull up. I'm going to share the screen and share the sound.

00:11:03:19 - 00:11:06:20

So if if you got if it will be helpful.

00:11:08:09 - 00:11:17:05

I need one volunteer. Not not to beat me up too much, but to at least hear how I would deliver, you know, the script that we all share.

00:11:20:06 - 00:11:26:13

Nikki mean Nikki. You know how I mean, You can give me a little crap, but, um. You'd be a good example, if you don't mind.

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00:11:31:06 - 00:11:31:21


00:11:33:19 - 00:11:46:08

So I guess you have to hang in the parking lot while we finish that at least. All right. Um. All right. So ring, ring, ring. Nikki says hello. Hey, Nikki. How's everything been going out there in Vero Beach?

00:11:48:05 - 00:11:49:09

It's going all right.

00:11:49:16 - 00:12:11:19

All right. That is good to hear. So my name is Ernest over here at Senior Life Services. I'm calling because you recently spoke with one of our reps about state regulated life insurance programs for Florida. My job here is to go over those benefits with you and also answer any questions that you have. So, Nikki, let me just confirm some information that you gave our rep. I have you at one, two, three Main Street in Vero Beach.

00:12:12:22 - 00:12:14:01

Yes, that's right. All right.

00:12:14:03 - 00:12:22:09

All right. And happy birthday as no, forget Nicky's birthday perfectly. It's like July, July 2nd, 2002.

00:12:24:00 - 00:12:25:05

Okay? Yes.

00:12:26:19 - 00:12:45:21

Sorry. 2002. You're 56 years old. All right. So have your birth. Let's go back to. I have your birthday is July 20th in 2020 2002. Yes. All right. It says here you were looking for about $10,000 in coverage and understand that you wanted your husband to be your beneficiary.

00:12:47:23 - 00:12:48:17


00:12:48:24 - 00:13:01:22

Okay, So, Nicky, we're a consultant firm, which means that we work for our clients and not one particular company. So our goal is always to figure out who will give you specifically the best rates and benefits. Are you with me on that?

00:13:03:22 - 00:13:06:01

Yes. Already have some coverage.

00:13:06:04 - 00:13:12:22

Okay. That's very good. A lot of people that we talked to do have coverage. Were you looking for benefits for just yourself today?

00:13:14:01 - 00:13:16:10

Yeah, it would be just for me.

00:13:16:16 - 00:13:22:13

Just for you. Okay. Not husband's covered. That's great. And as this business that you typically handle yourself.

00:13:22:21 - 00:13:23:14

Oh, yeah.

00:13:23:21 - 00:13:30:07

All right. And like I said, I see your beneficiary as your husband. Would there be anybody else that you'd want to add?

00:13:31:21 - 00:13:34:03

I would put my daughter down. Gabriella.

00:13:34:15 - 00:13:39:03

Okay. And as I know, you're young. So is Gabriella over 18 years old.

00:13:40:17 - 00:13:42:12

Now she is. She's a baby.

00:13:42:20 - 00:13:49:03

Okay. So we would probably want to put her as a contingent. Your husband would be the primary. And what is your husband's name?

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00:13:51:15 - 00:13:52:16

Austin. Okay.

00:13:54:13 - 00:14:11:03

And you already said that this would not be a first policy for you so that you already have coverage. Like I said, it's probably even one of the companies we represent. So when you were talking to them, this was pretty recent. You must just be looking for additional coverage or were you trying to find a better rate?

00:14:12:16 - 00:14:13:06

It'd be the.

00:14:14:24 - 00:14:15:14


00:14:15:21 - 00:14:22:11

Gotcha. All right. And what you have now, how much coverage is they do you have currently?

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00:14:25:18 - 00:14:26:13


00:14:28:07 - 00:14:39:02

All right. And I can see why you'd want to add a little bit. Um, so basically, are you trying to get to a specific number? Are you trying to get to 2025? Is there a specific number you're trying to hit?

00:14:39:21 - 00:14:44:01

Uh, I you know, I just want to make sure that there's enough there.

00:14:44:17 - 00:15:06:00

Okay. Because 10,000. Yeah. I mean, you are young, so if 20 years go by, you know, that 10,000 is not going to be enough coverage, Right? Okay. All right, Nikki. And so you have the 10,000. That is wonderful. That will certainly help the family tremendously when that day does come. So have you ever gone through the process of burying somebody yourself?

00:15:07:17 - 00:15:08:19

Yes, I have.

00:15:09:05 - 00:15:15:10

Okay. Did that person have life insurance or was it kind of a a burden that was placed on you?

00:15:16:04 - 00:15:22:10

No, unfortunately, they did not have life insurance and there was a pretty big burden and.

00:15:23:22 - 00:15:26:04

That we had to deal with with the family.

00:15:26:24 - 00:15:32:06

Okay. And is that the reason you took out the 10,000 Or like how long have you had that policy?

00:15:33:05 - 00:15:41:00

I've had the 10,000 for a long time, but just been looking into some more lately.

00:15:41:19 - 00:16:04:00

Okay, so that was a long time. So I always tell my clients, if you've had it for a long time, you were younger when you took it out. So you were probably you're probably going to get a better rate there, the rate you currently have than anything that I'm going to find for you now. So just want to make that clear. So we would definitely find the best company. Who is that through the 10,000 that you currently have?

00:16:05:15 - 00:16:11:01

The 10,000 I currently have. That one is a that one's through Lincoln Heritage.

00:16:11:04 - 00:16:17:00

Lincoln Heritage. Okay. Decent company. They're good company. And how much are you paying for that coverage currently?

00:16:17:13 - 00:16:18:19

$50 a month.

00:16:18:24 - 00:16:21:04

Okay. So $50 a month.

00:16:23:08 - 00:16:28:15

Got it. So, you know, based on everything you're telling me, Nikki, I'm assuming you probably have a 10,000. Yeah. Got a.

00:16:28:17 - 00:16:29:08


00:16:29:18 - 00:16:31:14

Okay. John. What?

00:16:32:05 - 00:16:36:19

At what point in the script are you building rapport? Because that's. I didn't.

00:16:39:09 - 00:16:58:03

So rapport is essentially them understanding that I'm the one that's going to help them solve a problem. And you're probably referring to John, like, where is the rapport as far as, um. You know, talking about the weather. Mean weather. Don't talk about the weather because I think that is very transactional, straight.