New Hire Onboarding  •  Lesson 6 of 6
Call Scripts &
Objection Handling
The playbook. Real scripts, real objections, real closes.
What You'll Learn
First Things First: Recording Disclosure
Say this early on every outbound call — before you get into anything else.
What to say
"Just so you know, this call may be recorded for quality and training purposes."
Deliver it casually — not like a legal disclaimer.
Think of it as a courtesy, not a warning. Say it the way you'd tell someone "by the way" — smooth, relaxed, no big deal. Then keep moving.
Outbound Call Type 1
Reheat Calls
Customers who spoke with us before but never placed an order.
Warm them back up.
Reheat Opener — Script 1
They talked to us, didn't order. Something got in the way. Your job: acknowledge the gap, take ownership, and open the door again.
Rep says
"Hi [Name], this is [Rep] calling from Easy Breathe. Just so you know, this call may be recorded for quality and training purposes. I just wanted to make sure you didn't fall through the cracks on our end — I see we spoke a while back about getting you set up with some CPAP supplies, and I wanted to reach back out. Is now an okay time to talk?"
If they're hesitant
"No worries — I just wanted to make sure we followed up properly. If your insurance covers it, this could be at no cost to you. It only takes a couple minutes to check."
Reheat Opener — Script 2
Rep says
"Hi [Name], this is [Rep] with Easy Breathe. Just so you know, this call may be recorded for quality and training purposes. I see we spoke a few months back about your CPAP supplies — sometimes these things just slip through the cracks, so I wanted to reach out and check in. Are you still looking to get supplies through your insurance?"
If they say yes
"Great — we may be able to take care of that for you at no cost to you. Let me pull up your info and we can take a look."
💡 Why it works
"On our end" — puts the gap squarely on Easy Breathe, not the customer. They don't feel guilty. They feel like they're being taken care of.
"No cost to you" — seeded early, every time. It's the most powerful phrase in your arsenal.
Outbound Call Type 2
G2+ Leads
They submitted a form — they're warm. Confirm their action, signal the benefit.
G2+ Openers
They raised their hand. Reference their action — it proves this isn't a cold call.
Script 1
"Hi [Name], this is [Rep] calling from Easy Breathe. Just so you know, this call may be recorded for quality and training purposes. I'm following up on a request you submitted about CPAP supplies — wanted to reach out right away. I wanted to let you know that if your insurance covers it, we may be able to get your supplies to you at no cost to you. Do you have a few minutes?"
Script 2
"Hi [Name], this is [Rep] with Easy Breathe. Just so you know, this call may be recorded for quality and training purposes. You recently reached out about CPAP equipment — I wanted to jump on that and see how we can help. A lot of our customers are surprised to find out their insurance covers this, so there's no cost to you. Is now a good time?"
Why G2+ Openers Work
References their action
"A request you submitted" or "you recently reached out" — this immediately signals you're not a random cold caller. They did something, and you're responding to it.
Leads with the benefit
Don't make them wait to find out why this is worth their time. Get no cost to you into the first 30 seconds every time.
Ask permission
"Is now a good time?" — small phrase, big signal. It shows respect and almost always gets a yes.
Outbound Call Type 3
Courtesy Calls
Existing customers who haven't reordered. They trust us. Be specific and helpful.
Courtesy Call Openers
Be specific. These customers know Easy Breathe — generic feels lazy. Personal feels like service.
Personalized opener
"Hi [Name], this is [Rep] from Easy Breathe. Just so you know, this call may be recorded for quality and training purposes. I see your last order was back in [Month] — you're eligible for new supplies now, and I wanted to make sure you knew. If your insurance is still active, these would be at no cost to you. Would you like me to get that going?"
Problem-based opener
"Hi [Name], this is [Rep] from Easy Breathe. Just so you know, this call may be recorded for quality and training purposes. I was looking at your account and wanted to check in — if your mask has been leaking, or the headgear's getting loose, that's usually a sign it's time for a refresh. We can take care of that for you at no cost to you through your insurance."
Why Courtesy Calls Convert
Specific beats generic
Mentioning their actual last order date ("back in March") signals you looked. That's service, not a sales call.
Problem-based resonates
"Leaking mask" or "loose headgear" — that's exactly how customers describe it. You sound like you already know their problem.
Trust is already there
They've ordered before. You're not building rapport from scratch — you're activating it. Use that.
The goal isn't to convince them. It's to remind them. They already said yes once.
Inbound Call Type
Inbound Overflow
They called us. They know why they're here. Don't over-explain — just make them feel taken care of.
Opener
"Thank you for calling Easy Breathe — this is [Rep]. How can I help you today?"
Trust signal (if needed)
"We've been helping people get their CPAP supplies for over 15 years — you're in good hands. Let me take a look at your account."
Don't pitch. Don't preamble. They called you. Just get to the point.
Framework
The Two Doors
When a customer hesitates, you have two ways to get them through the door. Know both. Use both.
Two Paths, One Goal
1
Door One
Insurance Coverage
"If your insurance covers it, this could be at no cost to you. Let me check — it only takes a minute. What insurance do you have?"
2
Door Two
Cash Option
"Even without insurance, we offer a 25% returning customer discount, and we have a $99-down payment plan — no credit check. A lot of customers are surprised by how affordable it actually is."
The Bridge Between the Doors
When you hit any hesitation, this is your reset move. Offer the choice before they can say no.
The Bridge Script
"When you hit any roadblock, we have two options. If your insurance covers it — and it very often does — no cost to you. If not, we have a 25% discount and a payment plan with nothing down upfront. Let me take a look at your insurance first, then we'll know exactly where we stand."
Never let price be a dead end. If Door 1 closes, Door 2 opens. Always.
🎯
Pro tip: Lead with Door 1 every time. Even if you suspect they're cash pay, checking insurance is fast and often surprises everyone — including you.
Objection Handling
Common Objections
They'll say it. You'll be ready for it.
Objection: "Let me think about it."
Customer says
"Let me think about it and call you back."
You say
"Of course — I totally understand. Before I let you go, can I just take 60 seconds to check your insurance? That way when you're ready, you'll know exactly what you're working with. If it's covered, it won't cost you anything — and that might make the decision a lot easier."
Why this works
You're not arguing — you're offering clarity. Most hesitation comes from uncertainty. Check the insurance, and suddenly there's nothing to think about.
Objection: "That's more than I expected."
Customer says
"That's more than I expected to pay."
You say
"That's fair — and there are a few things that might help. If you're a returning customer, you automatically get 25% off. We also have a payment plan — just $99 down, no credit check. And if you have an FSA or HSA account, these supplies qualify — a lot of people don't realize that money is just sitting there waiting to be used."
💡
Always lead with the discount, then the plan, then FSA/HSA. Three punches in a row. One of them usually lands.
Objection: "I need to talk to my spouse / doctor."
Customer says
"I need to run this by my wife first."  /  "I should talk to my doctor."
You say
"Absolutely — that makes sense. Would it be helpful if I sent over a quick summary so you have something to share with them? It just has the basics — what's covered, what it would cost, that kind of thing. And I can follow up at whatever time works for you both."
Why this works
You're removing friction. Now they don't have to try to explain CPAP supplies to their spouse — you gave them something to hand over. You stay in the conversation instead of getting ghosted.
Objection: "I'm not sure you're a real company."
Customer says
"I've never heard of Easy Breathe. How do I know this is legit?"
You say
"Completely fair question. We've been around for 15 years — we're based in Los Angeles, and we're accredited with the BBB. I can give you our main number — 866-564-2252 — so you can call us back directly. Ask for me by name. We're not going anywhere."
Give them the number. Invite the callback. Confidence is the proof. If you flinch, they feel it. If you give them the number with zero hesitation, they believe you.
Two More Objections
Customer says
"My insurance won't cover it."
You say
"Let me double-check that — coverage changes all the time, and we see surprises every day. If it doesn't cover it, we have a 25% discount and a payment plan. But let me look first."
Customer says
"I already have supplies — I'm fine."
You say
"Good to hear — most people don't realize supplies need to be replaced every 3 to 6 months. Old cushions lose their seal and you don't even know it. I can make a note on your account to check back in when you're due — would that be helpful?"
📝
If they say they're fine — note the account and set a follow-up. That's not a loss, that's a pipeline.
Pre-Transfer Checklist
7 things to collect before you hand off. Don't skip any of them.
Before You Transfer — Part 1
Before You Transfer — Part 2
All 7 before you transfer. A complete handoff is a fast handoff. Missing info = delays = unhappy customer.
Standard Close Techniques
Three moves to close with confidence.
Three Ways to Close
💳
FSA / HSA Check
"Do you have an FSA or HSA? CPAP supplies qualify — a lot of people have money sitting in those accounts and don't realize it."
🔄
30-Day Return Policy
"If anything doesn't work for you, we have a 30-day return policy — no hassle. So there's really no risk in trying it."
📞
Direct Callback
"If you have questions later, just call our main number and ask for me directly — I'll make sure you're taken care of."
FSA/HSA is the most underused close in the playbook. Many customers have hundreds of dollars sitting in these accounts and haven't thought to use them. Mention it. It works.
Language Guide
Mirror customer language. Don't correct them — match them.
Speak Their Language
Customers describe their equipment in their own words. Match them — it builds trust instantly.
They say "nose thing" → you say "nose thing"
Not "nasal cushion" or "nasal interface"
They say "hose" → you say "hose"
Not "tubing" or "CPAP circuit"
They say "the machine" → you say "the machine"
Not "PAP device" or "APAP unit"
They say "water thing" → you say "water thing"
Not "humidifier chamber"
Correcting their terminology makes them feel dumb. Matching it makes them feel understood. Feel understood wins every time.
The Rule
"The customer is always right about what to call it."
Your job is to understand them — not to educate them on terminology. Save the clinical terms for the paperwork.
Your Call Playbook — At a Glance
Say this. Every call.
"There's no cost
to you."
When insurance covers it — and it often does — lead with this. It reframes the entire conversation. Price stops being the obstacle and the question becomes simply: when do you want it?
🎉
New Hire Onboarding — Complete
Lesson 6 — Complete.
You've got the full playbook.
6 lessons. The condition. The equipment. The insurance. The systems. The process. And now — the words.
6
Lessons
Done
✓
Playbook
In your hands
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Next Step
Pick up the phone
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