Timing Guide
When to move between phases and signs that you're ready to progress.
6.6 min
Average Successful Call
Time Distribution
| Phase | Duration | % of Call |
|---|---|---|
| Opening | ~30 seconds | 8% |
| Rapport | 1-2 minutes | 20% |
| Discovery | 2-3 minutes | 35% |
| Insurance/Logistics | 2-3 minutes | 25% |
| Closing | 1-2 minutes | 12% |
Signs You're Ready to Progress
Opening → Rapport
- You know if they're calling for themselves or someone else
- They've said something about why they're calling
- Basic context is established
Rapport → Discovery
- Caller seems comfortable (not defensive)
- They're willing to share information
- Trust is building
Discovery → Insurance
- You understand their situation
- You know the substance and severity
- They've told their story
Insurance → Close
- Coverage is verified (or pricing is clear)
- Major barriers are addressed
- They're asking "what next" questions
Common Timing Mistakes
Rushing Rapport
Skipping rapport to get to "business" costs you. Callers who feel heard are 3x more likely to commit.
Fix: Spend at least 60 seconds on rapport. Use "I got you" and "Gotcha" frequently.
Dwelling Too Long in Discovery
Some callers will talk for 10+ minutes if you let them. You need to guide the conversation.
Fix: After 3 minutes of discovery, transition: "Let me verify your insurance while we talk."
Closing Too Early
Trying to close before addressing barriers creates resistance.
Fix: Before closing, ask yourself: Have I addressed insurance, job concerns, and timeline?
Pacing by Caller Type
| Self-Caller | Loved One | |
|---|---|---|
| Rapport | Can be faster—they're motivated | Take time—they need to trust you |
| Discovery | Let them vent—they need to be heard | Focused—they want solutions |
| Close | Push for today/tomorrow | May need to equip for conversation |