Sales Training
Day 1
Team culture & expectations
System tools overview (CRM, Agent Portal, Toolkits Quoter) Sales
Flow process (Intro to Solidification)
Introduction call practice
Ascent SOLUTIONS
2025
Team Culture & Values
Collaboration & Support
Proactivity
Continuous Learning
Integrity &
Professionalism
Ascent Solutions
Phone Dialer Training: Day 1
Our Systems: CRM
What is CRM?
Our Customer Relationship Management system is the central hub for managing all customer interactions and data.
Key Functions
Customer Information Management - Sales Activity - Recording Interaction
History Tracking
Call backs + Appointments
Basic Operations
Why CRM Matters
Ascent Solutions
Phone Dialer Training: Day 1
Our Systems: Agent Portal
Ascent Solutions
Phone Dialer Training: Day 1
Personal Workspace
What is Agent Portal?
Agent Portal is your personal workspace where you can
manage your book of business, view performance metrics, access internal communications, and utilize knowledge resources to enhance your customer service capabilities.
Why It Matters
Localized book keeping in addition to your excel spreadsheet for book of business
Login to access your personalized dashboard
Key Features
Deal Drops
Drop deals through Agent View that routes to discord
Performance Metrics
Track your key performance indicators such as production
Our Systems: Toolkits Quoter
What is Toolkits Quoter?
A powerful tool designed to help you quickly generate accurate product quotes based on client requirements.
Key Features
How to Use Toolkits Quoter
1. Select Products
Choose the products or services to include in the quote based on client needs.
2. Configure Options
Adjust health parameters and select features according to client requirements.
3. Generate Quote
Calculate the total price and generate a professional quote document.
Key Tip: Accurate quoting is crucial for closing deals. Take the
time to understand client needs to provide the most appropriate quote.
Ascent Solutions
Phone Dialer Training: Day 1
Sales Flow Overview
Ascent Solutions
Phone Dialer Training: Day 1
The complete sales process from initial introduction to final solidification
Intro
Purpose: Build initial trust
Elements: Self- intro
Pitching
Purpose: Build value
Elements: Needs analysis
Script
Purpose: Guide communication
Elements:
Structured guide
Quoting
Purpose: Quote in budget range
Elements:
Generate proposal
Application
Purpose:
Complete purchase
Elements: Steps to follow
Solidification
Purpose: Confirm deal
Elements: Thank you
Key Success Tips:
Use script technique
Ask open-ended questions
Listen actively
Collect Referral
Purpose: More sales
Elements: Work within family and friends
Intro
Ascent Solutions
Phone Dialer Training: Day 1
Flow:
1. Intro
2. Make small talk/rapport
3. Reconfirm all the info you have on file (DOB,address, email, age)
4. Get down beneficiaries build value and recap urgency of why policy is needed
5. Get an idea of budget
6. Quote in ranges 50-60 bucks whatever
7. Recap health problems and rates
6. Social for medical background (or last 4)
7. Bank
8. Application
Intro
Ascent Solutions
Phone Dialer Training: Day 1
Hey Joe?
Yea hey Joe, this is (your name) here reaching out—sorry for the delay in getting back to you!
I finished putting together the information you requested for final expense coverage in [City], and I just wanted to confirm a few details before sending it out.
Is (address) still the best mailing address for you?
And I have your date of birth as x/x/x—is that correct?
Also, just so I can send you the most accurate info, were you mainly looking to cover final expenses, or did you also want to leave something behind for your family?
Introduction Practice
Ascent Solutions
Phone Dialer Training: Day 1
Why It Matters
Your opening statement creates the first impression and determines whether the call continues. Mastering tone and pace is crucial for effective communication.
Speech Speed Practice
Clear and professional
Slower and relaxed
No sales breath
Tip: Record yourself and playback to identify areas for improvement.
Tone Practice
Active & Confident: Shows enthusiasm and professionalism
Friendly: Creates rapport and warmth
"Yea hey Joe, this is (your name) here reaching out—sorry for the delay in getting back to you!
I finished putting together the information you requested for final expense coverage in [City], and I just wanted to confirm a few details before sending it out.
Intro Objections
1. “I don’t remember requesting anything.”
Response:
“Oh my goodness… Yeah a lot of people forget since it might’ve been a while back. The only reason I’m calling is because your name came across my desk as someone looking for information on final expense programs in [City]. I just need to confirm a couple quick details before I can get this mailed out to you. Was the DOB correct?
2. “I’m not interested.”
Response:
“I hear you. Most people I talk to aren’t interested until they see how affordable it actually is and how it helps their family. My job is just to get you the information so you can make the decision later. All I need is to confirm your address so the info goes to the right place.”
3. “I already have coverage.”
Response:
“Hey that's great, you’re ahead of most people. A lot of folks I talk to already have something in place, I was giving all my clients in [City] a call since we got some new carriers under out belt. We can save you money or increase coverage for the same price. Is [address] still the best mailing address for you?”
Intro Objections
4. “Can you just mail it without asking questions?”
Response:
“I wish I could, but the state requires me to make sure the info goes to the right person and the right plan. That’s why I confirm a couple quick details first, and get you medically approved before we send anything out. Was the DOB xx/xx/xxxx i had on file correct?
5. “I’m too busy right now.”
Response:
“No problem, I'm busy as well, your file was urgent and that's why I'm getting back to you here.I’ll be quick. It only takes a little to confirm the details and then I’ll let you get back to your day. Is [address] still the right one for you?”
6. “Send me something in the mail first.”
Response:
“Absolutely, that’s what I’m trying to do. I just need to make sure I have your correct address before I can mail anything out. We’ll make sure you get medically approved today for something that is comfortable for you.Is [address] still the right one for you?”
Intro Objections
8. “Are you with the government?”
Response:
“No, not the government. I’m a licensed field underwriter here in [State]. My job is simply to get you the state-regulated information on final expense programs, make sure it’s accurate, and get it out to you. That’s why I just need to confirm your address first. Was (Address) still good for you?”
9. “How did you get my info?”
Response:
“Good question. You came across my desk because you requested information either online or through one of the state-approved mailers in [City]. My job is just to follow up and get you the info you asked for. Let me confirm — is [address] still correct?”
Homework Assignment
Sales Script Recording
For this assignment, you need to record yourself practicing the sales script we went over in today's training. This will help you master the script and provide a foundation for personalized guidance.
1 Record Yourself
Using the Voice Memos app on your phone, record yourself practicing the sales script. Focus on your tone and speech pace.
2 Save the Recording
3 Submit Your Recording
Submit your voice memo through our internal communication tool or by email to your trainer.
Quality Expectations
Clear and fluent speech Appropriate tone and pace
Accurate delivery of the script
Important Information
Deadline
Submit by end of day today
Questions?
Ask your trainer for assistance
"We're excited to hear your recordings and provide personalized feedback!"
Ascent Solutions
Phone Dialer Training: Day 1
Buy States
Buy home state in NIPR first
Buy more states = Bigger lead pool
NIPR:
https://nipr.com/licensing-center/apply-for-a-license
Recommended States List:
California
Virginia
Ohio
Texas
Michigan
Utah
North Carolina
Louisiana
Oregon
Idaho
Wyoming
Washington
Arizona
Minnesota
New Mexico
Sales Training
Day 2
Intro Objections
Needs Analysis
Underwriting
Practice
Ascent SOLUTIONS
2025
Needs Analysis
What is the needs analysis?
Find client pain points and build value/purpose of coverage and use that for sale
Purpose
Ask questions, understand client
Get down beneficiary names and DOB
Recap value and urgency for the insurance
Paint picture + Explain what coverage will do for client
Build
Ascent Solutions
Phone Dialer Training: Day 1
Tip:
Use client info and answers to your advantage in the sale!
BUILD RAPPORT!
Needs Analysis
Perfect , and who would you want the money going to, kids or a spouse, who'd you have in mind ?
*How may beneficiaries*
GET BENEFICIARY NAME
FIND OUR MORE INFO ON BENEFICIARY
(If burial)
Absolutely, so just to give you some background, the average burial is typically anywhere between 10-15 thousand so we can look at something in that range to make sure your family isn’t coming out of pocket for any burial expenses…
(If family)
Absolutely, so you were looking in the range of 10-15 thousand of coverage for your family or maybe a bit more?
(Both)
Absolutely, so since you want to both cover the burial and leave extra money behind we can pull up some options to see what’s available. Were you planning a formal burial or cremation?
Underwriting
What is the underwriting?
Every carrier does medical and prescription background check on client before they are approved for a coverage.
Purpose
Ask health questions, understand client
Gauge client honesty
Recap health issues
Ascent Solutions
Phone Dialer Training: Day 1
Tip:
Ask if they take any medications at the end! They often forget health issues
Underwriting
Ascent Solutions
Phone Dialer Training: Day 1
Just to see what company will give you the best rates and I get the most accurate information mailed out to ya . Do you use any tobacco products?
Ok perfect
(if diabetes; any neuropathy or retinopathy?)
And how is the health looking overall, any COPD, Diabetes, Cancer, or Kidney Issues or CHF?
Any Heart Attacks, Strokes, Seizures, stents or bypasses or aneurysms?
Any Alzheimer's or Dementia that you can remember?
And medications that you're currently taking or health conditions that we have not yet covered yet?
Intro → Underwriting Practice
Ascent SOLUTIONS
2025
Sales Training
Day 3
Needs Analysis Objections
Picking Carrier
Explaining Program
Recap Needs Analysis
Ascent SOLUTIONS
2025
Recap Needs Analysis
Ok gotcha, so I am pulling up a couple options here with (carrier), just to confirm we are on the same page you are looking for something to (recap needs analysis) is that correct?
Ok perfect, now obviously the most important thing is that we find something completely comfortable for you on a monthly basis so I want to know a bit about your finances…are you on a fixed income? Do you receive social security or disability benefits?
Fixed income: Ok, no problem at all, just to let you know, all the programs we are going to take a look at are fixed income friendly. As a reminder, the rates don't go up as you get older, now with that being said what would be a comfortable monthly budget for your policy? Somewhere around $50 or $100?
Bigger budget: Ok, so what would be your main source of income to fund this policy? Ok, perfect so with that being said what would be a comfortable monthly budget for your policy? Somewhere around $100 or $150?
Depending if you bank with a major bank, they do give discounts, were you with a major bank like (BOFA,WELLS FARGO, CHASE)
Picking Carrier
Ascent Solutions
Phone Dialer Training: Day 1
Ok perfect Joe, so right now I am looking through all 26 carries to find you the best rates. Just to confirm you're looking for something that is guaranteed to pay out to your (beneficiary) 100% of the time where the price will never go up on you, is that correct?
So it’s showing here that AFLAC is going to give you the best rates. I'm sure you have heard of AFLAC before, “the big duck on tv”. (make them laugh)
Explaining The TYPE of coverage
Ascent Solutions
Phone Dialer Training: Day 1
And under (AFLAC) the program that you might qualify for is their Preferred/Graded/GI Plan
Preferred
What this means is that you are FULLY covered, immediately. You don't have to go through one of those two year waiting periods, it's gonna be day one coverage so as soon as you decide to start that policy you're fully covered from that point on.
Modified/GI
What this means is that for those first two years of the plan, you get back all of your premiums plus 10% coverage. Then after the second year you have full coverage. So it’s really great that we were able to find something here. So for those first two years it's like the best bank account you ever had. Does that make sense?
Graded Benefit Explanation
“So based on your current health conditions, the insurance companies are classifying you as eligible only for a graded policy — and I want to explain exactly what that means so there are no surprises.
With a graded policy, there's a 2-year waiting period before the full death benefit is paid out. During that time, if something were to happen, your beneficiary would still receive up to 70% of the total death benefit, depending on the carrier. After that 2-year period, the full amount is available with no restrictions.
Now, I’ve already gone through all 36 insurance carriers we work with, and based on your health profile, they’re all offering graded coverage — there are no immediate full-benefit policies available at this time. But this specific option I’m showing you is still the most affordable, and it offers the highest payout during the waiting period compared to the others.
And here’s the good news — based on everything you’ve shared with me, there's no doubt you’ll outlive the 2-year waiting period. This policy is designed to protect you long-term, and once that period passes, your full benefits are locked in for life.
So even though it’s not immediate full coverage, it’s absolutely the best value and protection available today — and it guarantees your family gets the support they need, no matter what.”
Why Bank Discount?
We do NOT sell to people with bad bank.
Bad bank = Broke
Purpose of “discount” is to see which bank they use and save yourself time
DO NOT WRITE A POLICY WITH:
Intro → Recap Needs Analysis Practice
Ascent SOLUTIONS
2025
Sales Training
Day 4
Pitching Price
Start Day
Gain Credentials
Recap health info + Social
Ascent SOLUTIONS
2025
Pitch Price Within Ranges
Depending on their budget find the max coverage you can get with wherever carrier and make sure it fits their budget range
“So the way it works is…
I find you the max coverage within your affordability range
You said that $50/mo in premium is affordable correct?
Let me find which carrier will give you the max coverage for that range.”
“It's looking like X carrier is giving you the most coverage. What I’m going to do for you now is get you medically approved”
Bank Discount Method:
“Now I did want to see if I can apply any discounts for you depending on which bank you are affiliated with. Do you bank with any major bank like Chase, Wells Fargo, Bank of America? Or a local credit union here in (their city).”
Start Day
Ok perfect, and when do you normally do your billing or get your benefits in? Are you a start of the month or middle of the month type of person?
START OF THE MONTH: Ok, now would you say the 1st or maybe the 3rd would be a better draft date for you?
MIDDLE OF THE MONTH: Ok, do you receive any social security or disability benefits on the 2nd or 3rd Wednesday of each month?
Alright now just confirming, you'll have (monthly premium) in your account each month on xx day?
→ Ok so what we’ll do is set the coverage to be put in place on XX day, so if something happens to you after that, your family will be protected and they won’t have to come out of pocket for any of your final expenses,
Alright, perfect and everything will get sent to your email. The emil XYZ I have on file is good for you correct?
And the number I'm calling you from right now, is that your mobile number? And you receive texts correct?
GAIN CREDENTIALS
And go ahead and do me a quick favor here, grab a pen and paper to take down some of my info, and let me know when you are ready?
(Have them write down your name and number )
Now keep that piece of paper next to you because i am going to give you your policy number here in a few moments
Now moving onto the medical part of the application here…
(can also send them a text in real time, and confirm they received it)
Recap health info + more medical questions
And I am legally obligated to ask these health questions here
Any strokes, seizures, stents, or bypasses in the past 2 years?
Any surgeries or procedures in the past 2 years?
Any wheelchairs or mobility scooters?
Have you been advised to enter a nursing home?
Any HIV or Aids?
Ok, perfect and lastly here they are asking for a ballpark of your height and weight?
Name of primary care physician
Confirm medications they are taking and past medications
SOCIAL
“Ok perfect, and every company does a quick medical and prescription background check which is tied to your social so go ahead with the social…”
Intro → Social Practice
Ascent SOLUTIONS
2025
Sales Training
Day 5
Social Objections
Plan Recap
Bank
App + Solidification
Ascent SOLUTIONS
2025
Social Objections
1. "Why do you need my Social?"
Response:
"Social is required by all insurance carriers to do a medical and prescription background check to get you approved for the coverage, go ahead once you're ready".
2. "I don't like giving that over the phone."
Response:
"I completely understand. To reassure you everything is encrypted and goes straight to the insurance company. I don't keep or store it anywhere. It's the same process as if you walked into a bank. The only difference is we've been doing it over the phone since covid started. Go ahead with it once you're ready."
3. "Can you run it without my Social?"
Response:
"I wish I could, but no insurance carrier allows that. They need it to run what's called the medical and prescription check. That's how they confirm your health and identity. Without it, they can't give you approval or lock in your rate, go ahead with it once you're ready."
Social Objections
4. "I don't give that info to strangers."
Response:
"I get that and I respect it. Just so you know, I'm a licensed agent here in [State], and the company requires me to put my license number on your application as well. So you'll have everything in writing showing who submitted your policy. This is fully regulated and secure."
MAKE SURE TO HAVE GIVEN NAME AND NUMBER ON PAPER BEFORE SOCIAL TO HELP PREVENT THIS
5. "I'm afraid of identity theft."
Response:
"Totally understandable. The good thing is, your information doesn't stay with me, it goes directly into the encrypted application system and is only used by the insurance carrier. It's actually safer than writing it on paper or mailing forms. So go ahead with it once you're ready."
IF THEY DENY EVERY WAY POSSIBLE SAY IT MATCHES UP WITH DEATH CERTIFICATE AND ITS NEEDED FOR BENE TO RECEIVE MONEY
GOLDEN RULE:
Acknowledge → Reassure → Redirect back to protection for the family.
Plan Recap
We are just about good to go here to get you approved for that coverage, I just want to make sure we are on the same page so far.
We are applying for that (15k) coverage with (Aflac’s) preferred plan, that was to (recap needs) coming in at only ($100) a month.
We set that to go into effect for (beneficiary) on (start date).
So starting then you will be fully protected for that (15k). Does all that sound correct to you so far?
Bank
“Ok perfect, I do believe that they are a preferred vendor for (carrier) here so let me double check that for you.”
*NEXT GOOGLE THEIR BANK'S ROUTING NUMBER IN THEIR STATE*
Ok awesome, so it does show here that (bank) is a preferred vendor so the routing number does auto populate as 123456789. They will just need you to verify that so go ahead and grab a checkbook (verify via checkbook, bank statement, or mobile banking app)
(once they verify routing is correct)
“Ok perfect and the corresponding account number?”
“Ok and just to confirm, the account number is: 987654321 is that correct?”
“Great I am going to start filling out the application for medical approval now…”
Draft Day
Make sure you align draft day for when they receive benefits or get paid.
Questions to Ask:
High % of policy lapse/chargebacks is from picking a random day to draft the policy
Solidification
And I just want to make sure we are on the same page for what we did here today. We applied for that (face amount) of guaranteed day one coverage with (carrier) coming in at (monthly price). We set that out to start (date), so nothing will start until then.
And that packet should be arriving in about a week so keep your eyes out that it will have all the information about the policy on there as well.
And the last thing we want to happen here is for that policy to lapse so I just want to make sure that (start date) will be comfortable for you for that(amount) a month.
Ok perfect, and any other questions for me?
Sounds good, well I’ll be your agent moving forward so if you have any other questions for me feel free to reach out I’ll be your agent moving forward and you have my personal number written down correct?
Application
Do the app after getting bank.
Types of Banks
We do NOT sell to people with bad bank.
Bad bank = Broke
Purpose of “discount” is to see which bank they use and save yourself time
DO NOT WRITE A POLICY WITH:
Intro → Bank Practice
Ascent SOLUTIONS
2025
Sales Training
Day 6
Bank Objections
Persistency
Chargebacks
Book Work
Ascent SOLUTIONS
2025
Bank Objections
1. "Why do you need my bank info?"
Response:
"Great question, the insurance companies require a routing and account number so they can finish up the medical approval process and get you that information in the mail."
Repeat routing number and tell them to get their checkbook/bank statement/mobile app
2. "Can't you just bill me later?"
Response:
"I wish I could, but they don't bill or send invoices for this type of coverage. It is through an automatic draft to make sure that policy doesn't lapse on you, and your family stays protected."
Repeat routing number and tell them to get their checkbook/bank statement/mobile app
3. "Can I use a card instead?"
Response:
"Unfortunately all life insurance carriers require a routing and account number, not a debit or credit card. The reason is cards can expire, get lost, or get canceled. We don't want that policy to lapse on you, and then you'd have to pay a reinstatement fee."
Repeat routing number and tell them to get their checkbook/bank statement/mobile app
Bank Objections
4. "I want to see the policy first before I give bank info."
Response:
"The company actually can't issue or mail the policy without the payment method set up. This is the last step for the approval process. Like we said, the policy won't be drafted until next month and you'll have time to look it over, dot your I's and cross your T's. So go ahead and confirm that routing for me"
5. "I'm afraid of fraud/i don't give that info out"
Response:
"Completely understandable. The payment goes directly from your bank to the insurance carrier.
I don't see or store any of that info. You'll also get a receipt from the carrier with their customer service number, so you have full control and proof of every transaction. This is just to get that application done and have the medical approval process finished up here."
Repeat routing number and tell them to get their checkbook/bank statement/mobile app
Persistency
What is Persistency?
Refers to the percentage of insurance policies that remain active and in force after a specific period of time
Why It Matters
How to Increase Persistency:
Chargeback
What is a chargeback?
When the insurance company takes back part (or all) of the commission they already paid you on a policy because the client canceled, stopped paying, or the policy lapsed within a certain period — usually the first 9 months
How It Works
You sell a $80/month final expense policy with a 70% first-year commission.
The carrier pays you an advance commission upfront — usually 9 months’ worth:
$80 × 9 months × 70% = $504 upfront
The client cancels or stops paying
If the policy lapses within the advance period (e.g., first 9 months), you owe the carrier back the unearned commission.
Chargeback amount = unearned commission
If the client cancels after 3 months:
You earned: $80 × 3 × 70% = $168
You owe back: $504 − $168 = $336 chargeback
Sales Training
Day 7
Rolling Refs
Upsells
Q & A
Ascent SOLUTIONS
2025
Book Work
Mitigate chargebacks by keeping up with book of business
Referrals
Referrals = FREE MONEY
Always Ask on the Spot
“Do you have anyone in mind right now that I can help too?”
Keep it casual but direct so they feel comfortable giving names immediately.
Friends & Family Angle
Mention you love working with friends and family.
This makes it feel natural for them to think of close connections.
Make it Awkward (Intentionally)
Don’t let them push it off.
Pause and let them feel that “obligation” to give you a name/list during the call.
Use the Background
If their spouse or family member is around, ask directly:
“Can your wife/husband hear me? Do they have a policy?”
Why This Works
They feel obligated in the moment
Trust is already built, so it’s not a “new sale.
Upsell
Upsell = FREE MONEY
Book Upsell
Internal Upsell
“Oh it looks like you got approved for up to 25k/50k of coverage”
“ Did you want to see how much 23k of coverage would cost?”
Make sure to solidify and confirm they can still afford the upsell
Ready for Dials
Ascent SOLUTIONS
2025