Power Enrollment Call Script V 3 0

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POWER Enrollment Call Script
· Record the call
· Have a pen and notepad in front of you
· Turn all devices on “Do Not Disturb” and close all browsers
· Release all attachments to the sale or to “YES” (if you “need” the sale you will not get it)
· Dial the very minute the clock hits
PART 1: INTRO
“Hey is this [NAME]? “Awesome, how’s your week going?” 
“Where are you at in the world? 
I want to be respectful of each other’s time today, if you’re ready to rock and roll let’s go ahead and get started. Sound good?
PART 2: AGENDA
Cool well first things first I’ll give you an idea of how I like to do these gameplans. 
This call is all about you. 
I’ll ask some questions to learn more about you and do a deep dive on your business so that I can get a full picture of what’s happening...any roadblocks, your ultimate vision for the business, things like that. 
At the end, If we find out together that one of our programs lines up with what you’re looking for, I can go in depth into what exactly that looks like and give you space to ask some questions.
But hey if, for whatever reason, we decide we can’t help. I’ll make sure to let you know and I’ll do my best to at least point you in the right direction.
Sound cool? 
PART 3: CONNECTING PHASE (What brought you here?)
Before we get started, I'm curious what were you hoping to accomplish in our time together and why is this a conversation you’re looking to have now?
Just curious... What was it about Greg and our team…that attracted your attention? 
(OPTIONAL IF THEY DIDN’T SAY ALREADY OR REFERENCE MARKETING) 
DISCOVERY
 
SITUATION QUESTIONS
 
1. Just for some context, how long have you been running your business?
OPTIONAL: So help me better understand here, could you quickly walk me through your service and offering. Who are you serving, what you do, and your price points?
PROBLEM QUESTIONS
1. Got it...and Do you like where you’re currently at with your business right now?
· What do you like about it?
· What don’t you like about it?
· Hold on, [NAME] you don’t so very sure about that...what don’t you like?
Two Truths [IF POSITIVE]
· Well it sounds like things are going fairly well for you..…
Is there anything you would change about your situation if you could?
 
Probing Questions [CHUNK DOWN]
 
Has that had an impact on you?
Has that put you in a tough position?
Sue..I sense you might be frustrated by this
Could you tell me more about…?
What do you mean by…?
So ______ is the biggest challenge… why do you say that?
 
What’s bothering you most about this?
Has that put in a tough position?
In what way? 
 
Clarifying questions
 
Can I ask you why you said…?
What do you mean by that?
How do you mean exactly when you say…?
Can I ask you why you want that though...?
Just to make sure I’m understanding…
 
Hold on, in what way though?
 
Ok and you said that you were also having a concern with…can you tell me a little bit more about that…?
 
Goal / Desired Outcome
 
So before you hopped on this call with me here today, were you actually out there looking for ways to X (what they said they wanted) or what were you doing? 
 
If they say no:
Ok. I’m just curious what’s gotten in the way of you doing something about this up until now?
 
Optional: What do you feel has prevented you from looking into this more in the past? 
 
If they say yes:
How did it work out for you?
What type of results did you get with them? 
What do you think might have held you back from getting what you were looking for there?
 
If they say yes, but didn’t go with them 
Ok what prevented you from going with that company? 
Let’s do this, just to make sure that what we are doing would actually work for you but besides __________ and ____________ what are you actually looking for in training and coaching program, what would be your ideal criteria? 
 
Probing: 
Why is that important to you now though?
 
Optional: Is there anything else you’re wanting?
 
Finances
 
Ok…Now tell me about the money, you had mentioned you wanted to make more money in your business, what would be your ideal take home annually, what would you really want to make?
 
If they say anything below six figures:
Is that your ideal profit/take home, or would you rather make more? What do you really want to make? 
Or, what do you think top people in your niche are doing?
Or, are there other people who have been where you are… or even a worse situation…but are now doing far better? What do you think they have figured out that you haven’t?
 
If they say six figures and above:
 
Ok so with what you are doing now, and be real with me but how close are you to profiting $250,000 (plug in what they said they want to make) every single year in profit in your business? 
 
Why though, why that number?
 
What can happen if they make the change:
 
So, let’s say we were able to help you get to ($250,000) in the next 12 months in profit, what would you do with that type of money coming in though? (they will say, pay off debt, buy a car, buy a house, pay for college for kids) 
 
What would that do for you personally to be able to do that? (they will give you feeling/emotional answers back) 
Probing/Clarifying questions (based on their answer) 
 
What do you mean by stress?
Well how long has that been going on?
Has that had an impact on you and your family? In what way? 
Well how would it be different though you making that type of money in the business (plug in what they said they want), how would your life be different then it is now? (logical question) 
 
How would that make you feel though? (brings out their emotion/feelings) 
Ok so do you feel like it’s important for you to do something about this then?
 
DOUBT /BUYING POCKET
 
Option 1 “Right of the POCKET”: This means they are a bit cocky and think they can do it on their own. We knock them down by asking questions like…
 
Why do you think it’s taken you so long to get to XYZ?
Are there other people in your niche who have done quicker?
What has prevented you from doing this on your own?
 
 
 
 
Let me know which sounds most like your situation just to see to help me understand….
 
A. You have tried everything you know how to do at this point and have an inability to get there on your own
B. You are wanting to get there faster
or 
C. You are wanting to follow a proven system and have guidance by somebody who has actually done it instead of wasting time and money to get there on their own.
 
Or kind of a combination?
 
Which sounds most like you?
 
Probing Question:
 
Ok, and what makes you say that?
Option 2 “They are Left of the pocket”. (no confidence, apathetic, weak minded). EXAMPLE “I’m at 2k a month and I hope I can get to 3K a month) 
 
Sally you are making it harder than it is…. Are there people making 10-20 times more $ Than you?
 
Are they working 20X more hours? 20 times smarter? 
No, they just have a better system…. We can show you that here…but it first starts with you. You need a better way of thinking about this…
Could I offer you some insight here?
 
 
OPTION 3. Most people. Kinda in “the middle: If not put them there
Know there is a gap. Know it’s possible. Know they need help.
 
ROADBLOCK
 
What do you feel has gotten in the way/slowed you down/ or stopped you from (getting what they want)?
 
Consequence/COI
 
What if you don’t do anything about this though and you just keep doing the same things in your business for the next 3...6, or even...12 months? 
 
Well, why now though? 
If Positive:
Ok, so it’s important for you to do something then…
[Transition to Offer]
If needed:
How do you think it might affect you if you keep ignoring the [PROBLEM] and this gets worse?
OR
 
Keep working in the business instead of on the business?
 
If negative: [CHALLENGING TONE]
 
Are you willing to settle for that?
Well whose choice is it if you settle or not?
So do you want to change your situation and start making more money or would you rather stay where you’re at? 
 
Well, why is that (so) important to you? OR Why now though, why not just do it later?Qualifying Questions [Only need this 20% of the time, most of the time not needed]
Ok so time to make a change possibly?
 
So how important is it for you to change your situation and start making more money in your business? 
 
Timing / Qualify
 
1. If you were to find a process that could help you get (what they are wanting) would you even have the bandwidth/time to implement this now?
Ok so tell me, im just curious, what is more important for you now than taking X hour/week to get (what they want)?
OPTIONAL: How important is it for you to solve this problem?
→ 
 
If, no. Challenge them politely. 
Spouse/Partner
How does your spouse feel about that?
 
How does your spouse feel about you getting the skills necessary to get you to XXXX so you can XXXX?
 
PART 9: TEMP CHECK & TRANSITION
Based on our conversation, I believe we can actually help you out. This is the #1 problem that we help our guys solve.
If you’d like, I can walk you through how we can help you out with your specific situation.
Cool. Before I go into that, is there anything else I should know about you? Any other questions I haven’t had a chance to ask?
It’s not really X...It’s Actually Y, here’s what that means [RE-FRAME & PRE-PITCH]
PART 10: HIGH LEVEL OVERVIEW
We help agency owners, service providers add a group coaching/consulting program to their business so they can increase capacity and revenue without adding more hours and eventually replace and surpass their DFY revenue. 
We typically work with people who don’t want their only revenue stream tied to their labor and want more time leverage, freedom and the ability to earn a lot more money while working less time.. 
· Is this making sense so far?
· Are you 100% comfortable with everything so far?
· Where do you think we should go from here?
. 
PART 9: OFFER & METHOD [DIALOGUE > MONOLOGUE]
--wait for the prospect to ask how they can work with you or what you have to offer.
“How does it work?”
“We take clients for about 3 months, and we take them through our 3-pillar Hybrid Agency system, it’s called Foundations. It’s broken up in a simple step by step way and we really build this all with you:
Example Framework:
· You know when you did _____ (Thing they tried in the past)
· You said that _____ (reason it didn’t work)
· One of the things we do differently is _____ (explain feature)
· So that you can _____ (explain benefit) 
· And ultimately ____ (insert high level / emotional benefit) 
PLEASE DRAW A TRIANGLE ON YOUR PAPER...on the bottom left write simplify
Phase 1
1) We help you simplify what you do so we can package up your expertise into a group coaching program that gives your clients a clear transformation. We call it the signature service
· You know how you mentioned earlier [State BIG PROBLEM/PAIN]
· Well what we do is extract all your expertise, current systems, and get a lay of the land 
· Then we’ll help you repackage it...tap into Greg’s expertise to be able to walk away this program with a validated, proven offer 
Are we on the same page? Are you with me on that? What are your thoughts on that? Do you see how that...
Phase 2
2) Automate and systemize your core sales process and fulfillment process which will get you massive amounts of time back in how long you spend selling and fulfilling.
· One of the biggest problems we’ve seen by talking with so many agency owners is [BIG PROBLEM]
 OR they go out and try to build their own productized service, but what they fail to see is that they don’t have the proper systems built around their new offer
· The thing we do differently is want to help you prevent problems before they even happen so you’re not running around in circles, wasting time trying to reinvent the wheel. 
· You’ll be able to get the same exact step by step systems and frameworks Greg has for marketing, sales, etc. → Think of this like being able to take our powerhouse engine and being able to install it straight into your car 
How much do you think you’re leaving on the table right now because you’re at full capacity with clients? (Price/Value Anchor)
· If you just were able to comfortably add one more new client per month, what would that mean for you in a year?
· $5000 X 12 months = 60,000
· Yep, could you write that down as well please
· That’s $60,000 just from fixing your systems problem and raising that revenue ceiling 
· Cool if I move on to the next thing?
Phase 3
3) Launch your first pilot program with 3-10 clients each paying $3-$10k. 
· The way I want you to think about this is think of Phase 1 as building that metaphorical house with you (Infrastructure, Furniture, First launch party)
· The best part is you’ll be able to walk away after the program with an actual validated and proven offer, and have cash in your pocket
· We’re not only going to help you build this new signature service, but we’re also going to help you sell and market this whole thing. You’ll have the confidence knowing that you have something that sells
So the focus is really about boiling down your offering into a clear package that can be delivered in about 3-6 hours of fulfillment a week whether you get 1 client or 20 and having your first group of clients in about 90 days.
· The most important here is that Greg and the rest of our coaching team are teaching you a SKILL SET and framework here. So that let’s say a year from now..
· You’ll actually be able to duplicate this success over and over again. 
**SHUT UP**
PART 10: COMMITMENT PHASE 
[SLOW DOWN PACE NOW]
Real quick, just wanna check in with you…based on our conversation...
Do you feel like that this could even be what you’re looking for right now though?
Okay, so you mentioned that this could be the answer for you. Just curious...Why do you feel like it is though? 
Happy to walk you through the financial investment, but before I do that… any questions or anything else you wanted to bring up? 
OR
Well if it makes sense I can walk you through the next steps if you’d like…
Would that make sense or how would you like to proceed from here?
** TEMP CHECK / UNCERTAINTY CONCERN **
How do you feel about the process scale of 1-10?
1 means… Can’t wait to get off the phone with this frickin’ guy 
10 means… You feel like this could really help you. 
9 or 10 (Just Move On) 
I don't really have anything else to go over here…. It looks like we have talked about how this might look for you 
If you feel that's appropriate, I can walk you through the next steps if you like…
Would that make sense or how would you like to proceed from here?
6, 7, or 8 (People at 7 probably aren’t going to close right now)
· Ok well X is pretty high... 
· Why not lower? That’s like 70% of way in, why wouldn’t you say something like a 4
· What’s making you feel like this could help you? 
I appreciate you sharing that and just out of curiosity...What’s not clear? What is keeping you from feeling really certain about the process?
· Ok money aside...just the process though…
· How do you feel about this specific process? 
Gotcha I appreciate your honesty. You don't sound very certain though…
With that said...since this is a coaching program we’re digging in the trenches with you, and so we need to feel like for YOU AND FOR US that we're really aligned and this feels good for both sides. 
What doesn’t feel 100% clear for you? 
**WHEN READY TO MOVE ON / ASK ABOUT PRICE **
I don't really have anything else to go over here…. It looks like we have talked about how this might look for you 
If you feel that's appropriate, I can walk you through the next steps if you like…
Would that make sense or how would you like to proceed from here?
---
“So the investment for the whole 90 day program is only $6800 [SILENCE]
SILENCE - do not cave in you must remain silent.
Payment Plans?
· Well it depends...a lot of clients do it upfront 
· But for certain clients, depending on their financial situation, we break it up
· If that’s something you would need...you would justIf yes, 
· Let’s talk about credit? What’s that look like right now? 
· Do you know someone that can support you through this? 
“I can’t afford it…”
· “Tell me more about that.” 
· “Okay, so you shared with me throughout the call that this is exactly what you need to do to move forward. So tell me, how is it that you are going to afford to continue without it?” (I can’t)
· “Alright, so how can we make this a reality for you?”
“How does it work? 
“Is this a course?” 
· Ok, so you’re wondering what our interaction will look like? Ok, cool. We take a lean approach to building things out. It’s all about rapidly iterating and accelerating feedback loops 
· We’re checking in 2-3 times a week, we start out with some homework and action items. When you get into that if you have any questions or get stuck,we’ll chat through that and when you’re clear, we point you to the next steps and keep iterating through the feedback loop. 
· If it’s something like copy related, we’ll handle it in a google doc. 
· If it’s webinar related, we’ll have to see your slides or watch your parts of your replay/recording
· If it’s something like automation or funnel related, we will likely need to screenshare
· The nature of the problem you’re facing determines the medium that we use to solve it. 
· It’s not a course. It doesn’t work like that. It’s pretty customized around the 3 pillars I talked about. 
· So in terms of the format, it’s not a course. It’s going to depend on if you’re super intensively stuck and yeah, we’d hop in and chat one-on-one. In most cases, we have something like a really small group and we connect and answer it together.
“Is there any sort of URL or page where I can see more?”
· Oh, you’re trying to better understand what’s included?
· It’s not like some infomercial or direct response sales letter page, where I’m like you get X calls with me or there you get 4 modules on this and “people need varying degrees of help. Its pretty custom what we’re doing. If you have those 4 pillars written down, that’s what we really work through together but we might need to spend more time on your webinar or your automation or your offer…
· We don’t have anything that’s like a preset formula that’s like you get this this and this. 
· It might take us a few calls, it might take us a bunch of calls to get everything working, connected and working fluidly. 
· I’m not sure if i answered your question, did? 
“What if something I already have that you include is already fine?” 
· At the end of the day it’s a fully integrated system and process. So it doesn’t matter what’s working right now because when we tweak certain levels, things may change, so we need to have insight into the data etc. 
· Even if you’re doing alright with one, we still need to be able to get in and see how certain changes are affecting things. 
“Can i speak to any of your clients or refer me to some of them”?
· Did you see any of our case studies on the case studies page? 
· No, i’m not going to connect you with clients, for a couple reasons. 1) Clients come to us because they are already super busy it’s just not fair for me to ask my clients to sell potential clients for me and plenty of people join without needing to talk to them so I don’t ask clients to take that burden on. 
· 2) As well, people will ask and then go try to hack their funnel (you know funnel hackers these days) i just don’t want to expose any of the copy or systems that we built out for a specific client and risk having anyone potentially duplicating or trying to replicate what they did with copy etc., that’ make sense. We’d do the same for you. 
“How much time do I have to decide?”
· “Is there something in particular you need to think about that we can discuss right now?”
“I just need time to find the money and look over my finances.” 
“I just don’t make decisions on the spot.”
“I just need to check with partner or spouse.”
· “Okay great. When specifically will you be talking with your partner or spouse?” or “When will you be looking over your finances?” or “When will you be sitting down to think about it?”
· “Perfect, so you’ll have spoken with your spouse (etc) by noon eastern tomorrow?”
· “Awesome, I just friended you on Facebook, just reach out to me there and get enrolled by noon tomorrow and I’ll hold those savings for you until then.”
· 
“I don’t have the money…”
· “Isn’t that why you came on the call to begin with??”
“Once I make some money then I want to work with you.”
· “So tell me how that would work?” (Let them answer)
· “Okay, so let me see if I’ve got this right. What you’re saying is that, you are going to continue to do what you have told me is building your business slowly, and isn’t even paying your bills. And you are going to continue to do what’s not working long enough to someday build up a SURPLUS of cash to invest in what will work?”
· “Is that an accurate statement?”
· “So how can we make this work for you.”
“I need some time to think it over.”
· “I get that… and I encourage that. We want this to be a great fit for everyone.”
· “Can I ask you this? What haven’t we discussed that you still need to think about? That’s why I take the time on these calls. I’m here right now to help you make an empowered decision. While you still have me on the phone, what questions or concerns do you still have that are unanswered?”
“It’s not a good time.”
· “Do you mind if I ask you a question about that? When WILL be a good time for you to start putting the things you said are most important to you into your life?”
· OR “How will you know when it’s time to start doing and having the things in your life that you just told me were important.”
“I need to check with partner.”
“Can I speak with your clients?”
Unfortunately, I cannot share my clients contacts information. Their high profile personalities and value their time. You can see who we’ve worked with and what they’ve said about us on our website. We’ve put together most of the things clients have said about us. 
“Is there a refund policy”
· "What do you mean 'if it doesn't work out?' Are you planning on not doing anything?" 
· "No I'm just wondering." 
· "We don't do refunds because we only enroll people who have been thoroughly vetted and are great fits. So, that's our policy, we don't give up when it's tough BUT we also always do the right thing... to date, we haven't had to refund anybody."
“I need to get one or two more clients first and then I can start?”
Do I have permission to coach you? It’s irrational. “I’m going to keep doing what’s not working to try to get something to work randomly. That’s not rational that I want to talk about because it’s the wrong attitude. 
Deposit Situation:
Reframe why they need more time - make sure they understand you get them
“We have a process for that, would you like to know how we do that? What we do is hold your spot and everything stays the same, the investment the opportunity, everything like that and give you the time to do [INSERT WHY THE NEED EXTRA TIME] (- ex. Talk to spouse, review finances etc) and then we set another call on the calendar for a refundable deposit. 
Look, the deposit is refundable because if you talk to spouse and they are like hell no - well then obviously we will refund the money. We want people who are all in. That deposit, locks another call in our calendar, shows us you’re really serious and keeps everything open for you and if it turns out it's not a good fit we'll refund it right back to you and no worries. If it is a good fit, we just apply it to the investment.
This session is going to be a lot like going to the gym. It will be like a personal training session for your mind and your emotions. 
Texting:
“Have you given up on trying to fix this?”
“Name, have you given up on trying to fix XYZ”If yes, 
· Let’s talk about credit? What’s that look like right now? 
· Do you know someone that can support you through this? 
“I can’t afford it…”
· “Tell me more about that.” 
· “Okay, so you shared with me throughout the call that this is exactly what you need to do to move forward. So tell me, how is it that you are going to afford to continue without it?” (I can’t)
· “Alright, so how can we make this a reality for you?”
“How does it work? 
“Is this a course?” 
· Ok, so you’re wondering what our interaction will look like? Ok, cool. We take a lean approach to building things out. It’s all about rapidly iterating and accelerating feedback loops 
· We’re checking in 2-3 times a week, we start out with some homework and action items. When you get into that if you have any questions or get stuck,we’ll chat through that and when you’re clear, we point you to the next steps and keep iterating through the feedback loop. 
· If it’s something like copy related, we’ll handle it in a google doc. 
· If it’s webinar related, we’ll have to see your slides or watch your parts of your replay/recording
· If it’s something like automation or funnel related, we will likely need to screenshare
· The nature of the problem you’re facing determines the medium that we use to solve it. 
· It’s not a course. It doesn’t work like that. It’s pretty customized around the 3 pillars I talked about. 
· So in terms of the format, it’s not a course. It’s going to depend on if you’re super intensively stuck and yeah, we’d hop in and chat one-on-one. In most cases, we have something like a really small group and we connect and answer it together.
“Is there any sort of URL or page where I can see more?”
· Oh, you’re trying to better understand what’s included?
· It’s not like some infomercial or direct response sales letter page, where I’m like you get X calls with me or there you get 4 modules on this and “people need varying degrees of help. Its pretty custom what we’re doing. If you have those 4 pillars written down, that’s what we really work through together but we might need to spend more time on your webinar or your automation or your offer…
· We don’t have anything that’s like a preset formula that’s like you get this this and this. 
· It might take us a few calls, it might take us a bunch of calls to get everything working, connected and working fluidly. 
· I’m not sure if i answered your question, did? 
“What if something I already have that you include is already fine?” 
· At the end of the day it’s a fully integrated system and process. So it doesn’t matter what’s working right now because when we tweak certain levels, things may change, so we need to have insight into the data etc. 
· Even if you’re doing alright with one, we still need to be able to get in and see how certain changes are affecting things. 
“Can i speak to any of your clients or refer me to some of them”?
· Did you see any of our case studies on the case studies page? 
· No, i’m not going to connect you with clients, for a couple reasons. 1) Clients come to us because they are already super busy it’s just not fair for me to ask my clients to sell potential clients for me and plenty of people join without needing to talk to them so I don’t ask clients to take that burden on. 
· 2) As well, people will ask and then go try to hack their funnel (you know funnel hackers these days) i just don’t want to expose any of the copy or systems that we built out for a specific client and risk having anyone potentially duplicating or trying to replicate what they did with copy etc., that’ make sense. We’d do the same for you. 
“How much time do I have to decide?”
· “Is there something in particular you need to think about that we can discuss right now?”
“I just need time to find the money and look over my finances.” 
“I just don’t make decisions on the spot.”
“I just need to check with partner or spouse.”
· “Okay great. When specifically will you be talking with your partner or spouse?” or “When will you be looking over your finances?” or “When will you be sitting down to think about it?”
· “Perfect, so you’ll have spoken with your spouse (etc) by noon eastern tomorrow?”
· “Awesome, I just friended you on Facebook, just reach out to me there and get enrolled by noon tomorrow and I’ll hold those savings for you until then.”
· 
“I don’t have the money…”
· “Isn’t that why you came on the call to begin with??”
“Once I make some money then I want to work with you.”
· “So tell me how that would work?” (Let them answer)
· “Okay, so let me see if I’ve got this right. What you’re saying is that, you are going to continue to do what you have told me is building your business slowly, and isn’t even paying your bills. And you are going to continue to do what’s not working long enough to someday build up a SURPLUS of cash to invest in what will work?”
· “Is that an accurate statement?”
· “So how can we make this work for you.”
“I need some time to think it over.”
· “I get that… and I encourage that. We want this to be a great fit for everyone.”
· “Can I ask you this? What haven’t we discussed that you still need to think about? That’s why I take the time on these calls. I’m here right now to help you make an empowered decision. While you still have me on the phone, what questions or concerns do you still have that are unanswered?”
“It’s not a good time.”
· “Do you mind if I ask you a question about that? When WILL be a good time for you to start putting the things you said are most important to you into your life?”
· OR “How will you know when it’s time to start doing and having the things in your life that you just told me were important.”
“I need to check with partner.”
“Can I speak with your clients?”
Unfortunately, I cannot share my clients contacts information. Their high profile personalities and value their time. You can see who we’ve worked with and what they’ve said about us on our website. We’ve put together most of the things clients have said about us. 
“Is there a refund policy”
· "What do you mean 'if it doesn't work out?' Are you planning on not doing anything?" 
· "No I'm just wondering." 
· "We don't do refunds because we only enroll people who have been thoroughly vetted and are great fits. So, that's our policy, we don't give up when it's tough BUT we also always do the right thing... to date, we haven't had to refund anybody."
“I need to get one or two more clients first and then I can start?”
Do I have permission to coach you? It’s irrational. “I’m going to keep doing what’s not working to try to get something to work randomly. That’s not rational that I want to talk about because it’s the wrong attitude. 
Deposit Situation:
Reframe why they need more time - make sure they understand you get them
“We have a process for that, would you like to know how we do that? What we do is hold your spot and everything stays the same, the investment the opportunity, everything like that and give you the time to do [INSERT WHY THE NEED EXTRA TIME] (- ex. Talk to spouse, review finances etc) and then we set another call on the calendar for a refundable deposit. 
Look, the deposit is refundable because if you talk to spouse and they are like hell no - well then obviously we will refund the money. We want people who are all in. That deposit, locks another call in our calendar, shows us you’re really serious and keeps everything open for you and if it turns out it's not a good fit we'll refund it right back to you and no worries. If it is a good fit, we just apply it to the investment.
This session is going to be a lot like going to the gym. It will be like a personal training session for your mind and your emotions. 
Texting:
“Have you given up on trying to fix this?”
“Name, have you given up on trying to fix XYZ”