Quick Reference

One-page cheat sheet with the most critical talk tracks and responses.

Print this page for desk reference during calls.

Opening (30 seconds)

Identify: "Recovery. This is [Name]."

Qualify: "Are you calling for yourself or someone else?"

Engage: "What's going on with you?"

Rapport Phrases (Use Throughout)

Phrase	When to Use
`"I got you."`	When caller is stressed or apologetic
`"Gotcha, man."`	After any disclosure (acknowledge without judgment)
`"You're fine."`	When caller apologizes for asking questions
`"No problem."`	Technical delays, authentication

Pain Discovery Questions

Open-ended: "What's going on with you?"

Substance: "What substance have you been struggling with?"

Follow-up: "And what do you drink normally? Is it like vodka or beer or..."

For loved ones: "What's going on with him/her exactly?"

Top 4 Objection Responses

1. Cost/Insurance

Don't take their insurance:
"Yeah, we don't take [Insurance] directly, but that's actually good news because I work with several facilities that do. Let me get you connected with someone who can help immediately."

Do take their insurance:
"Let me verify your benefits right now. I can have an answer for you in about five minutes."

2. Can't Take Time Off Work

"How long have you been at your job? Good, because if it's been over a year, you qualify for FMLA protection. That means your job is federally protected—we can even help with the paperwork."

3. Unrealistic Timeline

"I understand you want to do this in 3 days. Honestly, no reputable facility will sign off on a 3-day medical detox. Your third day is actually your worst day. Most protocols are 7-14 days minimum. But we do have options—could a 7-day program work?"

4. Fear/Stigma

"I hear you. Privacy is a big concern for a lot of people. We're bound by HIPAA and federal confidentiality laws. Nobody finds out you're here unless you tell them."

Urgency Creation

"The fact that you called today is huge. That takes courage."

"Were you thinking about coming in today, or is tomorrow better for you?"

"Every day you wait is another day at risk. What would it take to get you here today?"

Closing

"Let's get everything set up right now."

"What time works best for you to arrive?"

"I'm going to transfer you to our admissions team to finalize the details."

Things to NEVER Say

"Don't worry about the cost, insurance will cover it"
"Other places charge way more"
"If you can't afford it, you probably can't afford not to go"
"Other patients manage full-time jobs in treatment"
"People do this in less time all the time"

Self-Caller vs. Loved One Cheat Sheet

	Self-Caller (61%)	Loved One (36%)
Tone	Peer-to-peer, casual	Professional, reassuring
Language	"man," "dude" okay	More formal initially
"I got you" means	Peer understanding	Expert taking control
Focus on	Their experience	How to help them help

Based on 572 successful calls | 4,050+ talk tracks | 1,030 objections handled