Final Expense Verification Script 22

Final Expense Live
This is Ryan Rogers from the Final Expense department. How's your day going so far?
So,my job is to quickly verify some basic information , today on this phone call, we are going to help you
cover not only the rising cost of the funeral expenses and medical bills but also protect your family from
any kind of financial burden you may leave by providing you coverage with fixed affordable monthly
premiums.
May I have your Dob, please?
I’ll have to confirm a few questions Then I’ll connect you with one of our licensed agents who will be
able to give you the information and get you the coverage you have been looking for.
If cx says no:
I understand that but the policy I am offering you today is not only from one company. Basically, we are
working with different insurance companies that are working in different states. So I am going to show
multiple quotes from multiple companies. You can have a look at it and compare their rates and then
make up your mind. So may I know…?
Qualifying questions:
• Do you make your own decisions I mean you have your own POA? (Power Of Attorney)
Perfect!
• A lot of people use this coverage for 3 reasons. Burial, Cremation, or leaving some money for
their loved ones. Would you like to go for a cremation policy or a Burial one? (That's a great
choice)
• Our policies are best in the states and helping thousands of people so If we are able to offer you
something affordable that fits your needs and possibly get you the best coverage available in the
market **I believe you will consider starting your coverage in 30 days. (Take a clear Yes) **
Great!
• So It is just a yes or no question. Do you have a valid checking or savings account?
• Cx does not give a proper reply, ask (If you decide to go with this policy, how would you
prefer to pay your monthly premium?)
Verification:
• Whom do I have the pleasure of speaking to? How do pronounce Your First and Last Name?
If cx resists: I am working up your quote here that requires your name and your DOB. I
cannot proceed further without putting this information in my quote calculator. So what
is your name or Dob?
• What is your Zip code?
Transfer Line:
So It’s been a pleasure speaking with you Mr/Ms. I want to thank you for your patience and for
providing me with all this information. I’m now going to go ahead and transfer you to one of our
licensed agents.
I am gonna put you on a brief hold. Stay with me on the line.
Transfer messaging:
Hi, This is ______and I have a client with me on the line. His/her (First & Last name), who’s ____ years
old and makes his/her own financial decisions. The zip code is ____ Please assist him/her further.
All right, Mr/Ms___ will guide you further. Thank you both.
Extra questions fillers:
If Cx says no to bank account questions:
• Where do you receive your Social Security income? (If the customer says the bank, it means he
has an account).
• Do you have a Debit card/ Direct Express card? If yes, is it associated with the Bank?
Rebuttals:
Not interested (when concern isn’t clear):
What makes you think that you might not be interested? (He will open up to you and then clear all his
concerns)
Already have a plan I am not interested:

• I appreciate that you already have a plan, but as you know the prices of funerals, and cremation
are going up day by day. What if after 10 years, this policy will not be enough to cover your
expenses? It will gonna put a huge burden on your family and I don’t think you wanna do that.
So, may I know…? (Need building)
• That’s great that you already got yourself some coverage, but I am not asking you to replace
your insurance just gonna provide you with multiple options from 40 different insurance
companies working in different states so that in the future if you would like to add some more
coverage, you will have some options in your mind. So may I know..?
Cx does not want to give a yes on the Account question.
Most of the companies provide discounts if you make automatic payments or if in other words if
have an account. So do you have an active checking or savings account?
Cx isn’t willing to give/happy to give you the DOB:

• Well, I understand this is your personal information; however I am only able to provide you with
proper quotes if we have your exact DOB, otherwise quote will not be accurate. So what’s your
DOB?
Maybe, Possibly, It Depends, probably………. (On 30 days coverage)

I am not telling you to make any commitments right now but if you found something affordable and the
plan I am offering you today makes sense to you. Would you like to start it in the next 30 days?
Send me the papers; I don’t have time to talk to you or to your Agent.
Sure, I’d love to send you some information. However, I don’t want to waste your time by sending
you information that I can tell you on the call in just a matter of time. If you like the quote then we
can send it in the mail for you to go through.
Where you get my number from?
I got your number from the senior’s insurance database.
Where are you calling me from/What’s your insurance company name?
I am calling you from the senior financial solutions we are an insurance brokerage working with 40 top
A-rated insurance carriers e.g. Mutual of Omaha, Prosperity, Liberty Bankers, and many more so I am
just calling…..
Where located?
Should be the same state but a different city. So I am just calling.…..

How to deliver the right rebuttal?
• Understand the concern and always agree with the customer.
• Clear the concern with confidence(always make it short)
• Always end your rebuttal with question.
Qualification Criteria:
• Agent must give a proper greeting and complete reason for the call to the customer.
• The age criteria to qualify the customer is 45 to 80. (But it can change according to the
company’s policies).
• Customer must be a financial decision-maker.
• The telemarketer should use rebuttal according to the concern of the customer. There
should be no wrong rebuttal.
• The telemarketer cannot use more than 2 rebuttals in the call.
• The telemarketer must verify the First and Last name of the Cx.
• The telemarketer must verify the zip code.
• Customer must have an active bank account or Direct Express Card.
• DNC customers must not be transferred.
• Agent must not sound rude and aggressive and cannot speak Urdu in the call.
• Agent cannot abuse the customer.
• Pronunciation of the words must be accurate.
• Sentence structure must make sense.
• Beneficiary must be blood relative or state. Friend, Church etc cannot be the
beneficiary.

Final Expense Verification Script 22

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Final Expense Live

May I have your Dob, please?

• So It is just a yes or no question. Do you have a valid checking or savings account?

• What is your Zip code?

I am gonna put you on a brief hold. Stay with me on the line.

Extra questions fillers:

If Cx says no to bank account questions:

Not interested (when concern isn’t clear):

Already have a plan I am not interested:

Cx does not want to give a yes on the Account question.

Cx isn’t willing to give/happy to give you the DOB:

Maybe, Possibly, It Depends, probably………. (On 30 days coverage)

Where you get my number from?

I got your number from the senior’s insurance database.

Where are you calling me from/What’s your insurance company name?

Should be the same state but a different city. So I am just calling.…..

• Understand the concern and always agree with the customer.

• Clear the concern with confidence(always make it short)

• Always end your rebuttal with question.

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