The opening
- Start speaking immediately when you answer.
- Use the script provided in the dialer.
- Do not wait for the caller to say hello first.
Dead air on the first second or two of the call is the most common reason callers hang up before you ever get to qualify.
When the caller takes over the conversation
Some callers will jump in with their own questions before you’ve qualified them. Politely redirect them back to the script:
“Sorry to interrupt, but before we move forward I need to ask you a couple of questions to make sure I am the right person to help you.”
Then continue with the qualifying questions in the script.
When you realize you can’t help
If during qualification you discover the caller is in a state you aren’t licensed in:
- Tell them you’re not licensed in their state.
- Ask them to call back so another licensed agent can take it.
- If this is identified within the buffer, end the call before 90 seconds.
Staying compliant on the opening
Read The 90-second buffer rule before you ever go live — it covers the disqualifying questions you cannot ask during the opening (affordability, health, banking) and explains why.
If your script is missing or feels wrong
If the script in the dialer doesn’t load or you’re routed to a lead type you don’t have a script for, pause taking calls and contact support before the next call rather than improvising during the buffer.