Dashboard
Building Rapport
Day 225m100 XP
The First 30 Seconds
The first 30 seconds determine whether the prospect opens up or shuts down.
Rules:
• Smile when you talk — they can hear it
• Use their name within the first 10 seconds
• Match their energy level (if they're calm, be calm; if they're upbeat, match it)
• Never start with “I'm calling about insurance” — start with the benefit they requested
• Ask a question within the first 20 seconds to get them talking
Building Connection on the Call
Before the pitch:
• Verify their info (name, address) — this builds trust through accuracy
• Ask about who the coverage is for — this shows you care about their family
• Reference the specific way they requested info (mailer, online form, union meeting)
During the conversation:
• Listen more than you talk (70/30 rule)
• Repeat back what they say: “So what I'm hearing is...”
• Use their name every 2-3 minutes
• If they mention family, ask about them
• Never interrupt — let them finish, then respond
The "Fair?" Technique:
End key statements with “Fair?” — it creates micro-agreements:
• “My job is to see what programs are available to you. If it doesn't make sense, we part ways. Fair?”
• “I'll show you options and you decide. Fair?”
How confident do you feel about this module?