Ø MEDICARE DOWNSELL:

Ok great! I’m going to transfer you to a Medicare specialist who will help you get
your free review done and check for new and additional benefits in your zip code,
OK? → TRANSFER TO MEDICARE TEAM, DISPO AS MEDICARE DOWNSELL

[KEY FILLER]
JUST TO MAKE SURE IF I’M TALKING TO THE RIGHT PERSON, CAN YOU VERIFY YOUR FIRST AND
LAST NAME?
Ask the name

Please stay on the line while I connect us! -- Stay quiet while transferring/No
small talk unless needed (“while on your hold, you’ll hear a music playing while
waiting for the transfer. This will not take long [with a smile]”)
*You can small talk but PAY CLOSE ATTENTION for the LIA to come on the line. WE
CANNOT interrupt or talk over them when they come on the line. Please make sure
transfer volume is turned up so you can hear the LIA connect on the first try*
· I’m actually planning to visit the US in the future/this year. do you
have any recommendations for me? What are the tourist spots or destinations i can
visit there?
If the client said no, say "IT'S FINE IF YOU DON'T KNOW ANY PLACES (NAME OF
CLIENT), THAT'S UNDERSTANDABLE."
· I’m really curious cos you really sound so good over the phone, do you
sing? can you sing your favorite song to me if you don’t mind?
· Do you have any pets?
· The weather here is atrocious. What’s it like where you are?
· I see that you’re living in a great city. I’m actually planning to visit
your area next week, do you have some places in your mind that you can recommend to
me? (How about there in your area/city? Have you always lived in this area? Did you
grow up here?)
HANDOFF:
Hi this is (agent name) and I have (lead name) on the line with me, can you please
take the call from here?

Ø MVA DOWNSELL:
I have another special offer for anyone that has been in a motor vehicle accident.
Have you been in a motor vehicle accident in the last 2 years? SHOW EMPATHY: I’m
really sorry to hear that (lead name) and I really hope you’re doing ok! I’ll be
able to offer my assistance to help you secure the compensation you deserve for any
potential medical bills, lost wages, pain and suffering
Now did the accident cause you any injuries that required ongoing medical
treatment? MUST BE YES -> STOP SHOW EMPATHY
Were you placed at fault, ticketed, or cited for the accident? MUST BE NO
Was this a single vehicle accident? MUST BE NO
Was the accident a hit and run? MUST BE NO
Lastly, Do you already have an attorney representing you in this matter? MUST BE NO

If the client andwered yes, response with this:

[KEY FILLER]
JUST TO MAKE SURE IF I’M TALKING TO THE RIGHT PERSON, CAN YOU VERIFY YOUR FIRST AND
LAST NAME?
Spell the name
"Unfortunately (name of client), we can't help you at this time. Thank you and have
a great day!"
Congratulations, it looks like you qualify! I’m going to bring the car accident
law firm on the line to help you get the compensation you deserve, ok? -> Need
affirmative response
[KEY FILLER]
JUST TO MAKE SURE IF I’M TALKING TO THE RIGHT PERSON, CAN YOU VERIFY YOUR FIRST AND
LAST NAME?
Please stay on the line while I connect us! -- Stay quiet while transferring/No
small talk unless needed (“while on your hold, you’ll hear a music playing while
waiting for the transfer. This will not take long [with a smile]”)
*You can small talk but PAY CLOSE ATTENTION for the LIA to come on the line. WE
CANNOT interrupt or talk over them when they come on the line. Please make sure
transfer volume is turned up so you can hear the LIA connect on the first try*

· I’m actually planning to visit the US in the future/this year. do you

have any recommendations for me? What are the tourist spots or destinations i can
visit there?
If the client said no, say "IT'S FINE IF YOU DON'T KNOW ANY PLACES (NAME OF
CLIENT), THAT'S UNDERSTANDABLE."
· I’m really curious cos you really sound so good over the phone, do you
sing? can you sing your favorite song to me if you don’t mind?
· Do you have any pets?
· The weather here is atrocious. What’s it like where you are?
· I see that you’re living in a great city. I’m actually planning to visit
your area next week, do you have some places in mind that you can recommend to me?
(How about there in your area/city? Have you always lived in this area? Did you
grow up here?)

Hand Off:
Hi this (agent name) I have (lead name) with me on the line, Can you please take
the call from here?