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Structure Over Script

The Method Full Breakdown

This breaks down all 6 sections of the Method — the exact conversational framework used on every call. Word tracks are pulled from real recorded sales calls. There is no script. There is a structure. Master the structure, own the conversation.

01 Start Here

The Open

Confirm identity, get past 30 seconds.

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Why This Matters

The open has one purpose: get them to stay on the phone long enough to find out why they filled out the request. Every move is designed to get a yes before you've said a word about insurance.

Key Tracks

"Hey [Name]"

Just the name, no pause, no question mark. Gets their attention without implying you're waiting for a response.

"Hey, what's up, it's John getting back to you. How are you today?"

Getting back to you not calling you. Roll straight in.

"I was just getting back to you you had sent in that request where you put down [beneficiary / hobby / branch], and your date of birth is [DOB] is that you?"

Drop one or two pieces of info you know about them. They go, oh man, this dude knows me. 'Is that you?' gets the yes. Now they're on the phone and engaged.

"I'm the guy they put in charge of getting you all the info and seeing what you're eligible for. So I just gotta run through a few questions so I can help you figure this thing out. Is that okay?"

By the time you finish this, you've got 3 positive answers and they haven't said a word about insurance yet.

The Benchmark

Still on the line, and they say yes to answering a few questions = you're in! This is now an official one call close attempt.

Thoughts...

"For me, it's a hook to get attention. I just want their attention span for this much longer. They all haven't said anything about insurance. Now I got 3 answers, positive, and they're still on the phone. The piece that I think everyone f***s up is they're so formal, and so insurance-y, and all these big fancy words. The first 30 seconds, if you can just be human. Cut the shit and just be a person."

02

The Reason

Find out what they have and why they're looking.

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Why This Matters

People don't buy insurance. They buy peace of mind, protection for someone they love, or relief from guilt. The Reason section gets you to the real motive fast. Once you know why, everything else is logistics.

Key Tracks

"Hey, did something happen in life to trigger you looking now? Like, did someone pass away, or something happen in your family, or some kind of illness? What triggered it?"

THE TRIGGER QUESTION. The trigger tells you the urgency. If there's no trigger, they've just been putting it off and you name it for them: 'So you just finally realized it's time to stop putting it off?'

"Do you have anything in place currently, or nothing at all?"

THE ENTRY. Simple binary. Sends you down one of two paths immediately.

"Is it due to health reasons, or you just haven't got around to it? Or have you had some before and let it go?"

PATH NOTHING. Covers the three most common reasons. Most say they've been putting it off.

"Did you get it recently, or have you had it a while?"

PATH HAS SOME. If they just got it recently, you're probably trying to beat price or get them a plan with no waiting period. If they had it a while, there's probably a reason they want more, and you now have to find that reason.

"Are you looking to get a better deal, or what's got you looking?"

GOT IT RECENT. Gets their motive out front before you run anything.

"What's got you looking for more did you figure out it's not enough coverage?"

HAD IT A WHILE. Most of the time that's exactly it.

"Who's in charge if you drop dead this afternoon who's picking up the pieces, making the phone calls, and paying all the bills?"

THE STAKES QUESTION. Gets a name. That name becomes the anchor for the rest of the call.

Thoughts...

"One of the most valuable things I do when talking to clients is I just ask them if something triggered their inquiry. Is there something that happened in life that made you start looking at this? The amount of stories I get out of people is insane. If you aren't getting a handful of stories weekly about people close to them that have died recently and/or in tragic or unexpected ways, you're not doing this part right."

When you know you're done here Once I feel like I understand the basic level of motivation for filling out the form, especially if I start getting any kind of story about it, I feel like I can move on. I don't beat them up too hard here. I'm still building some level of trust and rapport, so I'm just looking for basic common sense reasoning for why we're talking. More importantly, I'm weeding out the tire kickers here more than anything.

03 Sales Are Made Here

The Situation

Understand exactly what they have, define the gap, and identify the problem before you quote anything.

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Why This Matters

You can't solve a problem you haven't defined. This section is about understanding their situation so well that when you present a solution, it lands on top of something real not something you assumed.

Key Tracks

"So if you were to drop dead this afternoon who's in charge? Who's picking up the pieces, paying the bills, making all the calls?"

IF THEY HAVE NOTHING. Get the name. Make it specific. Make it real.

"What's that look like for her?" "Are you looking for cremation or burial?" "When you pass, are you trying to leave any extra money behind, like mortgage, rent, credit cards, or anything like that?" "When so-and-so died, did they have to come out of pocket?"

The second layer after finding out who would be in charge. The goal is to get them talking through the actual logistics: funeral, bills, family burden, past experiences, and what would really happen if they passed. This is not about forcing an emotional "why." It's a logical path that makes the problem real and helps the client explain what needs to be handled.

"Did you get it recently, or have you had it a while?" "Is that a newer policy, or one you've had for a long time?" "How long have you had that one?"

This is the fork that tells you where to go next. If they got it recently, they may be shopping price, confused about what they bought, or looking for a better deal. If they have had it a while, they may be trying to add more because life changed, costs went up, or they realized it is not enough.

"Who is it through?" "What company is that with?" "Is it whole life, term, accidental, or do you know?" "Does it last forever, or does it run out at some point?"

Carrier and policy type tell you what kind of problem you might be solving. Some clients know the company but not the policy type. Some know the payment but not the death benefit. Your job is to calmly figure out what they actually own before you assume it is helping them.

"How much coverage is it supposed to be?" "What is the death benefit or face amount?" "Do you see where it says death benefit or face amount?" "Read me what it says there."

This is where clients are often wrong. They may think they have $20,000 when the real death benefit is much lower, or they may be reading the wrong number entirely. Get them to verify the actual death benefit instead of trusting the first answer.

"What are you paying for that?" "How much does that cost you each month?" "What do they charge you monthly?" "Do you remember what you were paying for it?"

The payment tells the truth. If the coverage amount and monthly payment do not make sense together, there is probably something else going on: accidental-only coverage, term, graded benefits, a tiny face amount, or a policy they do not fully understand.

"Do you know if there is a waiting period on it?" "Does that coverage start right away?" "Before the coverage kicks in, do you know?" "Did they tell you whether it pays out fully from day one?"

One of the biggest policy audit landmines. A client may think they are fully covered when the policy is actually graded, accidental-only at first, or inside a two-year waiting period. If they do not know, slow down and help them understand what they really have.

"When you reached out were you looking to add coverage on top of what you have, or were you trying to see if you could get a better deal, or both?"

THE FORK. Both is the most common answer. That gives you the direction before you run a single quote. Start getting ideas of how much coverage they ideally want, and start working on budget framing. This is them starting to pick their plan vs you "selling" them a plan.

A Note on Sections 2 and 3

Sections 2 and 3 blend together a lot. I don't always ask every one of these questions here, because sometimes they come up in the previous section, which is why I hate scripts. If you aren't paying attention and you just read this stuff line by line, you will not do well. Pay attention, have structure. These are just some more power questions I use as needed.

If They Have Something A Deeper Look

This section takes time to master, and there is no perfect script because some people don't think you need this info, some people are clueless, and some think they know what they've got but have term and whole life terminology completely mixed up. This section is so important and is critical to you selling insurance when people already have coverage.
You need to know at minimum: face amount, monthly payment, when they got it, and whether it's whole life or not. The payment is usually the giveaway.
Many times prefacing it with "So some carriers do have limits on how much insurance you can have" tends to give more grace when asking how much coverage they currently have, especially if they've been kind of guarded in the conversation so far.
Many times you'll have them go get their policies and walk them through what to look for. FaceTime works to show people their own policies. Call carriers multiple times a week with clients on the line to get the carrier to tell you what they really have. There are a lot of ways to work this section.

Meanwhile

While asking these questions, also look up pricing for their age and coverage amount based on what they say they have and when they say they got it, so you can see if it makes any sense. No matter the carrier, the pricing should be in the ballpark if you just look at current carrier pricing. Mistakes turn up in at least 8 out of 10 client policies relative to what they thought they had.

Thoughts...

"The structure is I have to identify and solve a problem. That's where all the money's made. And then you go through the rest of the conversation trying to solve problems. Not just throw out a quote and hope you get something." Also: "Selling a lot of insurance is more about what it does than what it is. You're about to tell her what it is meaning pitching features."

When you know you're done here This can be a tough section. Most agents don't ask enough questions, but if you ask too many to someone who's already sold and just wants to move on, you can get in trouble too. There's no perfect answer. When you can explain out loud, in a few sentences with some level of detail, what their family would go through, who would hurt if they died without the insurance, what they'd prefer the outcome to be, and that you're solving a very specific problem, it's time to move on.

04

The Health Walk

Pre-underwrite conversationally, no clipboard feel.

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Why This Matters

Open-ended entry every time. You want them talking. Hear what they say, how open they are, and how much detail you get first. Never lead with a list of conditions that turns it into an intake form. Once they tell you what they've got, follow up as needed.

Key Tracks

"Tell me a little bit about what you got going on health-wise. Anything major?"

Open-ended every time. Let them categorize themselves.

"What other things are you taking prescriptions for?"

After they name something. Your consistent follow-up every time. Listen for: heart · cancer · diabetes/complications · kidney/liver · stroke/seizures · COPD · major pain meds · recent surgeries.

"So just the one pill a day? That's it?"

Reconfirm when they only name 1–2 things. Makes sure you haven't missed anything.

"No history of anything big, right? No heart issues, cancer issues, diabetes, kidney stuff?" "Any kind of heart issues, heart attacks, stents, anything like that?" "How about kidney issues, liver issues, strokes, seizures, anything like that?"

After they tell you what prescriptions they take, do a quick major-condition rundown. The goal is not to sound like a medical form. The goal is to catch the big underwriting issues in normal language before you quote anything.

"Are you a smoker or no?" "Do you smoke or not?" "What do you smoke, cigarettes or something else? You smoke the good stuff?" "You plan on quitting ever, or are you gonna smoke till you're buried?"

Ask tobacco casually, but do not skip it. Smoking changes pricing and placement, and if they say yes, slow down enough to clarify what they smoke and whether they plan on quitting.

Health Flags What to Follow Up On

Heart stents, pacemaker (with defibrillator can be a knockout), surgeries. If heart stuff comes up, may ask about nitroglycerin that can be a knockout too.
Cancer any type, active or history.
Stroke / seizures.
Kidney or liver issues.
Diabetes pill or insulin? Any neuropathy?
COPD or breathing issues? Oxygen?
Pain: if anything about pain comes up, ask about major pain meds (opioid type). If they're on those, may ask about Suboxone.

If They Say "I Thought There Were No Health Questions"

"We do have a plan that requires no health questions, but it's not always the cheapest option. I can do that if you prefer, but there are better options out there if you answer a few of them."

GI Flags

Dialysis
Oxygen
Cancer (active or recent)
Alzheimer's / Dementia

Thoughts...

"I don't ask anything. I don't do heart attack, cancer, stroke. I don't say shit. Just go, tell me about your health, dude, what do you got going on? And I see what they say. It's a feel thing I like to read their tonality. Once they tell me what they tell me, I figure it out and navigate it as needed. I'm certainly gonna then check on heart attack, cancer, stroke, diabetes, kidney issues."

When you know you're done here Don't move on until you feel like they've given you the truth about their situation and you have a good sense of your options and where you're going with underwriting. If you get something like active cancer, you can almost stop asking other questions — you know where you're going, hunting for an underwriting option. When new, hit all the questions and medications so you learn them all.

05

The Process

Frame why before you ask — they almost never push back.

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Why This Matters

Frame why before you ask. Social, banking, policy info all of it. Pre-explain the reason and it's 95-5 in your favor. Skip the reason and it's a coin flip. At this point you're pulling up the e-app and filling it out right now to get an underwriting answer before getting into pricing. There's no such thing as "just a quote." Without an approval first, it's just a guess. Setting the stage about the process and the social ahead of time means, well over 90% of the time, this flows smoothly with no issue getting it.

Key Tracks

"What I'm gonna do now is have the system verify your medical background. That's the next step." "I'm gonna run a quick medical background check so we're not speaking in hypothetical numbers." "I want to find what we can actually get you approved for."

This is the bridge out of the health questions. Before you ask for sensitive info or quote prices, explain that the next step is verifying medical and prescription history so you know what they actually qualify for. Approval comes before pricing.

"All your medicines and medical stuff, they keep track of all that stuff on the computer now." "It's tracked based on your name, address, date of birth, and social." "I plug that information into the system, and it lets me know who will cover you and what the real pricing options are." "Once I know who will cover you, I can shop around and find who gives you the best deal."

This is the setup before asking for personal information. Do not make the social request feel random. Explain that medical and prescription history is stored electronically, and the system uses basic identifying information to verify who they are, confirm eligibility, and return real approval/pricing options.

"Can you verify your social for me?" "Can you verify your social so I can pull up your medical stuff?" "Last thing I need is for you to just verify your social."

After you explain why the system needs identifying information, ask for the social like it is a normal part of the approval process. Do not over-explain, apologize, or make it weird. The setup did the heavy lifting. Now ask clearly and keep moving.

"I'm gonna send you a text from the company." "There's gonna be a link, and then there'll be a code at the bottom." "Read me back that code when you get it." "That button is your digital signature saying they can verify your information."

This is where the client authorizes the system to verify their information and move the application forward. Keep it simple. Tell them what is coming, where to look, what to click, and what to read back. Some clients get a code, some click a link, and some have to sign or authorize through a button.

The Banking Frame

"Hey, so all of these companies — some of them accept different forms of payment than others. Do you get your Social Security money on, like, one of those little green government cards, or does it go into, like, an actual bank account? Because not all companies take that little card."
Their banking answer, combined with their health, determines which carrier you choose. You need the combination of both to pick the right one and prevent issues down the road.

The E-App & Getting the Social

Go through the start of the e-app and fill in the info you already have, then ask for what you don't. Typically the only things you don't have yet are their full address and social. Get the social right after address — ask what state they were born in, confirm US citizen, and then: "Can you verify your social for me?" That's it. The framing already did the work.

The Text / PIN Code / E-Sign Step

Typically at this point you just need to send a text to get a PIN code or have them sign the HIPAA authorization to formally pull their info and get an underwriting decision. This is a make or break section for many seniors and can be frustrating for them. You need to learn how to walk clients through this step by step exactly. Walking through with screenshots is needed quite often. Knowing what number the text comes from and what the message says is important too.
"Are you pretty good at getting a text message?" "Okay, I just had the system send you a text you're going to see it come from an 877 number, and there's going to be a 6-digit code in there I just need you to read back to me. You should have it now."
That's one example from Americo — tweak what you say based on how each carrier works. Some are super easy with just a code. With some, they have to click stuff. With some, they have to actually sign. Some do a voice signature. Learn these details per carrier.

Moving Parts

This is only the first text needed — there is at least one more to finalize the deal later. You may have to run this multiple times if someone gets declined or rated.
If there's a spouse, you may be running a second app while the first one is underwriting, especially if you're not sure they're going to get approved. Sometimes start a second carrier in the background just in case. There are a lot of moving parts here. Once you get comfortable, this all gets easier.

06 Get Paid

The Close

Approved, explain the plan, pick coverage, get banking, lock draft date.

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Why This Matters

The close happens after approval comes back. Everything was building up to this moment — the framing, preventing objections, all the setup. You've got their social; now you just have to get an approval and work through their budget and have them pick a plan. Giving pricing before doing underwriting is hoping for the best, and if you have to pivot after already showing pricing, it's like putting toothpaste back in the tube. It can be done, but it gets pretty messy sometimes.

Key Tracks

"Alright, good news, we got you approved. Let me explain how this plan works before I show you the options."

Once the approval comes back, don't jump straight into price. First, explain what they were approved for in plain English: whole life, price and coverage locked in, no waiting period when applicable, any benefits available — then move into the options. This makes the price feel attached to something real instead of just a random number.

"OK they found something on your record that wasn't quite a match, they don't tell me what exactly, anything else you can think of they would see?" "Yeah, that could be why. Hang tight. I know you don't have any insurance, so I'll be patient with you here. Let me pull up another option for you that will take that stuff." "OK I'm just gonna shop it around a little more, let me pull up one more option and send you another pin, so I can get you the best deal."

If the first carrier does not come back right, keep control of the process. Don't make the client feel rejected or confused. Explain that you're checking another option, send the next authorization if needed, and keep moving. Sometimes you have to dig a little more into health questions.

"I can still get you covered, we just have to use a different type of plan." "You're gonna have to have one of those waiting periods for the health side, do you know how those work?"

You're trying to weed out GI as best you can early by doing a great job underwriting, but every once in a while you miss it and they get declined with a couple immediate coverage carriers, and you have to go GI. Pivoting can be a bit difficult, so just shoot it straight. Try to bring this up as a possibility early if you can feel it, and gauge how they feel or what they know.

"[Name], they require I show you the most you're eligible for they've actually approved you up to $X. I'm not suggesting you get this amount, some people choose it, but if it's not for you and you ever decide you want more than just the burial coverage, you can always increase up to this amount, okay?"

SHOW THE MAX FIRST. Then give them the monthly for that max. Sometimes joke for $100k: it'll only be a small car payment, $637 a month. Then listen for their reaction. If it's an instant oh-shit moment, immediately say: "But let's come back down to reality, write down these options."

"They'll approve you up to X." "Here's what you're paying now for X amount of coverage total vs here is what you'll be paying for X amount of coverage with the new policy." "Here's what the new plan would do." "You can either save money, get more coverage, or move the same money into a better setup." "We'll replace the ones that don't make sense, but keep the one that's giving you a good deal."

A more advanced close. The client already has coverage, so the job is not just showing a price. Compare what they have, explain the replacement clearly, protect anything worth keeping, and help them decide whether the move actually makes sense — sometimes making an actual recommendation. These clients are buyers; you just have to make it make sense.

"Do you prefer this to come out of checking or savings?" "Do you have your routing and account number handy?" "If you're like most people, you probably want this to go into effect right away." "Your first payment usually comes out in 2-3 business days, or we can line it up with your Social Security deposit date." "Do you want it to go into effect immediately, or match it with your Social Security draft date?"

After they pick the plan, get the payment setup handled simply and confidently. Ask checking or savings, get the routing/account info, then control the draft date conversation. Explain the tradeoff clearly: immediate draft usually means coverage starts right away, while lining it up with Social Security can delay the start date until that draft date.

"I'm going to send all of this to you by text and email so you have it, along with my contact info." "Save me in your phone. If you need anything along the way, call me or text me." "You're all covered for [coverage amount], and it's [monthly premium] per month." "The policy will usually come in the mail in about 2 weeks after the first payment goes through." "If you don't get it, just let me know and we'll get another copy sent out." "Any questions at all for me?"

The final wrap-up after the client is approved and the policy is submitted. Make the client feel taken care of, confirm exactly what they bought, explain what happens next, and make sure they know how to reach you. A clean close lowers buyer's remorse, reduces confusion, and makes the client feel like they have a real person to call instead of just a policy number.

Banking Objection Handling

Every once in a while you get a banking objection: "I don't know where it is," "I have to find it," etc. Callback closes on "I can't find my banking" actually beat "I want to think about it." A handful close every month from people who didn't have their banking info that day.
Learning how to get banking info from people who can't figure it out is a skillset in itself — walking people through their banking app, finding it on an old check or statement, calling into a bank, helping clients log in, doing forgot-passwords, helping them create logins.

Wrapping Up the Sale

After the draft date is set, go through the final PIN or signature process almost identical to what you did earlier. Just a formality.
"After our call I'm going to text and email you all the policy details. If you'd like to write any of it down you can, or are you good with just text and email?"
Most say text and email are fine. Let them know their policy will be in the mail about 2 weeks after their first payment comes out, and if the mailman loses it, just let you know and you'll get a new copy out.
Repeat the coverage amount, benefits, draft date, and payment amount, and tell them to write the amount in their checkbook so they don't forget.

A Note on the Carrier

This is typically about the first time clients hear anything about which carrier you're going with. Nowhere along the way do you pitch or talk about the carrier unless it naturally comes up, which is almost never. Sometimes it may come up during the PIN process, but rarely does it get discussed, especially when sending multiple.

Locking In Your Contact Info

Ask if they know how to save you as a contact in their phone, then jokingly ask if they remember your name. A ridiculous number of people have already forgotten it. Remind them, have them write it down, and tell them to save you as "John the life insurance guy." Remind them all your contact info will be in the text and email.

The Close Out

"If you need anything along the way, just call me. If you get my voicemail since I'm on the phone a lot, leave me a voicemail or shoot me a text and I will always call you back within 24 hours. If you don't leave a message or text, I probably won't see that you called — just like you, I get a ton of spam calls every day too. Unless you have any other questions, we're all set [NAME]."

The Numbers

You can usually run this whole process in 30 minutes. If there's trouble with PIN numbers, multiple carriers due to declines, or writing multiple policies, it can run upwards of an hour. You're inside an e-app within 8-10 minutes with their social. With no objections, you're usually off the phone in 15-20 minutes.
About 15% of policies fall off in the first month for non-payment of some kind. Of those, 70% of the time the premium is under $75 a month. More small policies cancel than large ones by far.

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