A transfer script has two audiences: the consumer, who must understand who is calling and why, and the buyer, who will only pay for consumers who meet their criteria. A good script serves both. A bad one produces short calls, confused consumers and disputes.
Structure of a transfer script
- Introduction. Agent's name, company name and the reason for the call, in the first sentence. "Hi, this is Maria calling from [company] about the final expense information you requested."
- Permission. "Do you have two minutes?" A consumer who agrees to continue is a better transfer.
- Qualification. The buyer's questions, asked plainly and recorded accurately.
- Disclosures. Any statements the buyer or regulation requires — for example that the call is recorded or that the consumer will be connected with a licensed agent.
- Transfer setup. Explain who they are about to speak with and get agreement.
- Warm handoff. Introduce the consumer to the buyer's agent with the key details, then drop off when the buyer takes over.
Qualification questions
Write questions that map exactly to the buyer's rules, with clear disqualifiers. Example for a final expense campaign:
- "Can I confirm your age?" — disqualify outside the buyer's range.
- "Which state do you live in?" — disqualify states the buyer is not licensed in.
- "Do you currently have life insurance that covers final expenses?" — follow the buyer's rule on existing coverage.
- "Do you have a checking account or a card you would use for a small monthly payment?" — if the buyer requires it.
Never lead the consumer to the "right" answer. Buyers listen to recordings, and coached answers get disputed.
Things agents must never say
- That they are from the government, Medicare, Social Security or a specific carrier when they are not.
- That the consumer has already qualified or been approved for anything.
- Promises about price, benefits or outcomes.
- Anything pressuring the consumer to stay on the line after they ask to stop.
Handling objections honestly
Prepare short, truthful responses to common objections: "Is this a sales call?" (yes, you are connecting them with a licensed agent who can explain options), "How did you get my number?" (state the source accurately), "I'm not interested" (thank them, offer to remove them from your list, and do it).
The warm handoff
"Hi John, I have Mrs. Smith on the line. She is 68, lives in Ohio and wants to compare final expense coverage. Mrs. Smith, John is a licensed agent who can help you from here." A clean handoff dramatically reduces hang-ups in the first few seconds — the most common reason transfers miss the buffer.
Keep it updated
When qualifiers change or disputes show a pattern, update the script and retrain the same day. BFOUNT shares buyer-approved scripts and qualifier sheets with approved publishers and notifies you when they change. Join the network.