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Stop Sounding Scripted: How to Build Trust from the First Call
- Tom Scabareti
- Jan 14
- 1 min read
Stop Sounding Scripted: How to Build Trust from the First Call
Let’s face it — most sales “scripts” sound like… well, scripts.
And customers can hear it instantly.
That robotic tone, the rushed phrasing, the sense that you’re following a checklist
instead of having a conversation — it’s the fastest way to lose trust before you’ve even
begun.
Instead of reading from a page, start connecting from the heart. Think of your first call
not as a transaction, but as the start of a relationship. Every word, every pause, every
question either builds or breaks trust.
Here’s a simple Discovery Call Framework you can use to guide that first conversation
— without ever sounding scripted.
1. The Introduction: Start Human
This is where most people either win or lose the member. Your tone, your words, and
even your energy create the first impression.
∙Warm Greeting: Begin by making them feel welcome as a valued AAA member.
Let your voice carry that warmth — not just your words.
∙Who You Are: Introduce yourself and your role clearly. “Hi, this is Tom from AAA
— I work with members like you to make sure you’re protected and getting the
most value from your membership.”
∙Be Human: Smile when you talk — seriously, people can hear it. Relax, breathe,
and be conversational.
2. Framing the Call: Set the Stage
Before diving in, show the member that you respect their time.
∙How the Call Will Go: Give them a roadmap — “Here’s what I’d like to do on this
call.”
∙Set Expectations: Let them know you’ll need a few minutes of their time and
some information to best help them.
∙Gain Agreement: Ask permission to move forward. It creates mutual respect
and keeps control of the flow.
This step isn’t just about structure — it’s about trust. When people know what to expect,
they relax and engage more openly.
3. Address Objections Early: Clear the Air
Every member has concerns — price, timing, past experiences. The worst thing you can
do is ignore them.
∙Acknowledge the Purpose: Reconfirm why they reached out.
∙Check Emotions: Don’t shy away from asking, “How are you feeling about this?”
Maybe they’re frustrated, maybe hopeful. Either way, you’ll stand out by caring.
∙Get a Verbal Commitment: If you can provide a real solution, ask if they’ll be
open to moving forward. It builds partnership, not pressure.
4. Explore Pain Points: Understand Before You Advise
This is the heartbeat of value-based discovery.
∙What Prompted the Call? Dig deeper into the “why.” Numbers and facts are
fine, but emotion drives decision-making.
∙What Are Their Challenges? Identify barriers you can solve — and be honest
about the ones you can’t. Authenticity earns credibility.
The goal isn’t to “fix” everything; it’s to uncover what matters most.
5. Vision and Dreams: Paint the After Picture
This is where the conversation becomes inspiring.
∙Ask How They’ll Feel When It’s Solved: People don’t buy insurance — they
buy peace of mind. Help them visualize that.
∙Focus on Positive Emotion: Relief, security, confidence — that’s what closes
deals, not discounts.
The stronger their vision, the easier it is to connect your solution to their story.
The Foundation of Trust
The beginning of the call lays the groundwork for everything that follows.
When you listen with empathy, ask the right questions, and show genuine curiosity, you
don’t just gain a customer — you earn a member’s trust.
Because in the end, it’s not about selling coverage.
It’s about creating confidence.
And that starts with how you show up on the very first call.
Ready to take your Company and Sales Team to the Next Level?
Ready to Hit Your Sales Goals? And Increase Your Revenue with Professional Sales Strategies?
Book a Free 30-Minute Consult with Me to Learn How:
It takes a minimum of 10 Touch Points to get a Prospect to respond to you!
Most Sales People ONLY reach out 1 time!
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