Course 3: Work Out the Money

Never quote a price before you build value.
Learn how to delay financial discussions until the client is emotionally committed. This course gives you strategies for framing fees, structuring payment plans, and handling pushback without losing control.

Course Objective
Train intake reps and attorneys to delay fee discussions until the caller is emotionally committed. Teach how to frame cost in a way that reinforces value, how to structure payment options without sounding cheap, and how to handle objections around money without losing control of the call.

Module 1: Rule #1 – Don’t Talk Money First
Objective: Understand why quoting too early kills trust and conversions

Topics Covered

• Why price triggers negotiation and defense instead of commitment
• Emotional buying vs logical hesitation
• How to redirect money questions early in the call
• Language to use when the client brings up cost right away

Key Phrases

• “Let’s figure out what you’re dealing with first”
• “I’ll walk you through the options once I know more about the situation”
• “We’re not a one-size-fits-all shop. What you need and what it costs depends on what we’re dealing with”

Assignment

• Practice deflecting and delaying money questions with 3 different client profiles

Module 2: Build the Value Before the Ask
Objective: Learn how to make the client feel the worth of the service before quoting anything

Topics Covered

• Emotional value stacking: calm, trust, expertise, hope
• Why people pay more when they feel seen and understood
• Creating contrast between what they get vs what they risk by not hiring

Examples

• “This isn’t about money. It’s about your freedom, your job, your reputation. That’s what we’re protecting”
• “You’re not just paying for a few court dates. You’re investing in people who know how to keep you out of more trouble”

Roleplay

• Deliver a 3-minute pre-quote value stack that connects emotionally

Module 3: When to Introduce Pricing
Objective: Know how to time the money talk for maximum leverage

Topics Covered

• Green light cues that show emotional buy-in
• What to say when they finally ask
• How to shift into pricing with confidence and clarity
• Avoiding apology or hesitation when stating a fee

Key Phrases

• “If you’re serious about fighting this, here’s what it looks like”
• “We’re not the cheapest. We’re who people call when it matters”
• “We’ll make this work if you’re ready to move forward. Let’s talk options”

Exercise

• Write three different money talk transitions:
  one for a high-value client
  one for a client on the fence
  one for someone price-shopping

Module 4: Framing the Fee Like a Professional
Objective: Present numbers without triggering objections

Topics Covered

• Avoiding “the quote voice” (drop in tone, tension, or awkward delivery)
• Breaking the fee into phases or outcomes
• Framing around outcomes, not billable hours

Strategies

• “We charge a flat fee for each phase so there are no surprises”
• “This includes your representation through [specific stage], and we reassess if it escalates”
• “Our pricing reflects our experience, and more importantly, what we deliver for our clients”

Assignment

• Record yourself quoting a fee in three different tones
  Choose the one that feels most confident and grounded

Module 5: Payment Plan Strategy
Objective: Give options that create relief, not resistance

Topics Covered

• How to offer flexibility without lowering perceived value
• Structuring tiered options and down payments
• Talking to family or third-party payers
• When to offer discounts (and when not to)

Language That Works

• “We’ll get you started with what you can afford and map the rest out”
• “Do you have anyone helping you through this who’d want to be involved in the decision”
• “What are you comfortable with up front”

Templates

• Three-tier payment plan sheet
• Family payer intro script
• Escalation plan for missed payments

Module 6: Handling Pushback Without Getting Defensive
Objective: Control the conversation when they say it’s too expensive

Topics Covered

• What “too expensive” really means and how to dig deeper
• Keeping posture while exploring payment options
• When to walk away and when to hold the line

Phrases to Use

• “Compared to what you’re protecting, this is the smallest part”
• “If you’re not ready now, I understand. But the court system won’t wait”
• “We don’t sell pressure. We offer results. Call us when you’re ready”

Roleplay

• Objection handling exercise:
  “I can’t afford that”
  “I need to think about it”
  “Another lawyer said they’d do it for half”