The Phone Script
When making the initial phone call, you need to communicate the following information concisely. Use the person’s title when addressing them; they’ve earned it. The goal is not to tell everything you know, but to tell enough to set the appointment to sit down with them for 10 minutes or less.
{Gatekeeper answers}
FSR: This is ______with the Armed Forces Benefits Association. I need to speak with ______.
Gatekeeper: Just a minute or May I tell him what this is regarding, etc.
FSR: Yes, again this is______with Armed Forces Benefits Association. We are a military directed non-profit association headquartered in DC, under the direction of General Eberhart and I have been tasked to get specific information to the Chief. I need to speak to the chief.
Gatekeeper: Hold please. You will either be sent to a voicemail or be connected to whom you seek. We will go over the voicemail script after this one.
Contact: ______speaking.
FSR: Chief, Director, or Sheriff ______, this is ______with the Armed Forces Benefit Association. Respecting your time Sir/Mam I need two minutes. (Strong statement not a question)
Contact: Go ahead.
FSR: Sir, AFBA is a military directed Non-profit association headquartered in DC. Our association president is General Eberhart and specific military benefits have been extended to all firstresponders and I have been taskedto get this information to you and thedepartment heads in your area.
I’m in the area tomorrow. If you have meetings scheduled already make mention the time now! And Sir, the reason for my call is to schedule with you 10 minutes either in the morning or afternoon for a 10 minute briefing. Is morning or afternoon best Sir?
*(Schedule the time that works best for the chief but schedule severalother departments close by to use your time effectively)
If they have any reservation, you can add the information below beginning with;
Sir, were you in the service? If yes- continue with; Very good. The SGLI coverage you had during active service has now been extended to all fire, police and ems. I’m tasked to brief department heads and once I have done that you can do with the information whatever you need to. If no- continue with; No problem Sir. All active military personnel have SGLI which is designed for military personnel expecting to see combat. This is an anything goes no exclusion/restriction coverage.I’m tasked to brief department heads in your area and once I have done that you can do with the information what you need to.
If the chief is not available or you feel you have been stuffed:
Sir/Ma’am, you can probably help me, I am permitted to speak with a number 2 or 3 in command. Is a second in command available since the chief is not.
Continue with the script used when speaking with the department Head. However, it is very important to also notify the second in command you are permitted to be speaking to him/her in the “chief’s” unavailability to speak.
Book meeting.
When you get more comfortable and bold with this, you will book straight into Chiefs Association Meetings, Sheriff’s Offices, Police Departments, or EMS organizations 10-20% of the time.
Most of the time, it is more beneficial to go meet one-on-one (covered in following pages).
Objections / Questions
- Can you email anything?
Sir, I am tasked to brief department heads and once I have completed that you are free to do with the information whatever you need to. So a morning or evening briefing is best?
- So this is life insurance...
- Yes sir it is. Sir were you in the military? Continue with previous script (script) Sir, please know this is not a sales call and I will be brief, 10 minutes or less. Is morning or afternoon good for you Sir?
- Where are you located?
- I am tasked out of headquarters located in Alexandria, VA and currently officed in your town, specifically to serve agencies in (name your region)______.
- Well, what is it? Give me a little more info.
- Sir, were you in the military? Continue with script if yes or no.
Leaving a message
Leaving a message short and to the point works great. Emphasis is on short and to the point, NOT short and sweet! Begin thinking, acting, speaking military. Why…Because First Responders are this way.
*Message to the gatekeeper or to his personal voicemail both should be the same*
This is ______with the Armed Forces Benefit Association. I have information that I need to get to you. You can reach me back at xxx-xxx-xxxx. Again this is______, with Armed Forces Benefit Association and I can be reached at xxx-xxx-xxxx. Thank you.
ART- keep art in mind and you will always have a great phone call!
A for ATTITUDE; act and speak military like. To the point with no fluff or beautiful weather chatter/garbage
R for RESPECT; these are our communities leaders and deserve respect. Yes Sir, Yes Ma’am
T for TASK; you have a job to do and it is to brief on the recent extension of military benefits that General Eberhart made available due to the 9-11 tragedy.
*If you left a message with the gatekeeper, be sure to ask their name.*