Latest / All The Leads Mastermind Podcast / Probate Real Estate Scripts Training: Live Cold Call Role Play #59

Transcript

Probate Real Estate Scripts Training: Live Cold Call Role Play #59 · All The Leads Mastermind Podcast

• 0:00
  A.I. Narration: Welcome to All The Leads Cold Call Training, a special series recorded once a month for the Probate Mastermind Podcast.
• 0:06
  A.I. Narration: These episodes feature agents, investors and wholesalers from across the country role playing their real estate cold-calling scripts with coaches Chad Corbett and Bruce Hill.
• 0:16
  A.I. Narration: The role play portions of the call are completely un-edited, so listeners can experience how these calls would sound if they were real conversations.
• 0:24
  A.I. Narration: Be sure to join our Facebook Group All The Leads Mastermind" to find role play partners and more.
• 0:30
  A.I. Narration: For previous episodes, visit all the leads.com slash podcast Welcome amazing agents and investors nationwide we do have two people in the queue.
• 0:40
  A.I. Narration: Guys.
• 0:41
  A.I. Narration: We got room for more.
• 0:42
  A.I. Narration: We have a hard stop today at three o'clock.
• 0:44
  A.I. Narration: So get in there early.
• 0:46
  A.I. Narration: Don't wait.
• 0:48
  A.I. Narration: And, uh, let's go to our chat.
• 0:50
  A.I. Narration: Anything you want to say before we get started?
• 0:52
  A.I. Narration: No, not today.
• 0:54
  A.I. Narration: Okay.
• 0:54
  A.I. Narration: All right.
• 0:55
  A.I. Narration: Well, you got all three of us here today.
• 0:56
  A.I. Narration: Let's go ahead and start with our first caller.
• 1:00
  A.I. Narration: First up is Danny phone number ending in one eight five five.
• 1:03
  A.I. Narration: He is a regular role player.
• 1:05
  A.I. Narration: Welcome backDanny.
• 1:06
  Danny: Hey guys.
• 1:07
  Danny: Hope you're all doing well.
• 1:08
  Jim Sullivan: Yes, sir.
• 1:08
  Jim Sullivan: What can we do for you?
• 1:09
  Danny: So, I definitely felt and seen great improvement and, being the agent and obviously doing my regular call, but I was thinking about switching it up today.
• 1:19
  Danny: probably just this once just so I can step out of my own shoes and get a different perspective and maybe this time be the prospect and shoot you guys the common response that I'm hearing as of late.
• 1:29
  Danny: just basically, yeah, I'd be the prospect.
• 1:30
  Danny: If someone wants to be an agent and a role play with me.
• 1:33
  Bruce Hill: Okay.
• 1:34
  Bruce Hill: Cool.
• 1:34
  Bruce Hill: good deal.
• 1:34
  Bruce Hill: Are you ready to start?
• 1:36
  Danny: Uh, yes.
• 1:36
  Danny: I'm.
• 1:37
  Danny: I'm ready to go.
• 1:38
  Role Play 1: Okay.
• 1:38
  Role Play 1: A ring ring.
• 1:40
  Role Play 1: Hello?
• 1:41
  Role Play 1: Um, Hey Danny, uh, Bruce Hill.
• 1:43
  Role Play 1: Uh, my name is by any chance familiar to you, is it, uh, no, no, actually I've never heard that name before.
• 1:50
  Role Play 1: Okay.
• 1:51
  Role Play 1: No.
• 1:51
  Role Play 1: Okay.
• 1:52
  Role Play 1: Listen.
• 1:53
  Role Play 1: It's no big problem every now and then I get that.
• 1:55
  Role Play 1: The reason I'm giving you a call.
• 1:57
  Role Play 1: If I shot you a letter, a couple of there's a go.
• 2:00
  Role Play 1: And, um, basically what I do is kind of help people that are going through the probate process.
• 2:06
  Role Play 1: And listen, I have no earthly idea.
• 2:09
  Role Play 1: If what I'm offering is beneficial to you or not take about 45 seconds, I can tell you the reason that I'm calling is that cool.
• 2:17
  Role Play 1: I mean, probably it's.
• 2:20
  Role Play 1: How did you get my number?
• 2:21
  Role Play 1: Yeah.
• 2:22
  Role Play 1: Yeah.
• 2:22
  Role Play 1: Uh, listen.
• 2:23
  Role Play 1: It's exactly.
• 2:24
  Role Play 1: That's what I was going to tell you.
• 2:25
  Role Play 1: We run down to the court, um, the courthouse and talk to the clerk generally about once a month and just find some of the people that are going through probate that, uh, that might be able to use some of the services we offer.
• 2:38
  Role Play 1: And what we do is we, we put together a team that kind of helps people that are struggling or trying to figure out if they're going to keep her sell real estate.
• 2:47
  Role Play 1: Uh, maybe some people that that might be.
• 2:50
  Role Play 1: Struggling with the clean-out personal property that they have to get rid of, that they have to sell things like that.
• 2:56
  Role Play 1: And then ultimately all the repairs and the maintenance that can sometimes kind of pile into an already busy life.
• 3:05
  Role Play 1: I assume that you probably don't handle a States, administer a straight estates for a living.
• 3:11
  Role Play 1: Do you?
• 3:12
  Role Play 1: I do not know.
• 3:14
  Role Play 1: No.
• 3:15
  Role Play 1: Okay.
• 3:15
  Role Play 1: Uh, so let me ask you a quick question.
• 3:17
  Role Play 1: What, uh, what's been the biggest struggle that you've had so far.
• 3:20
  Role Play 1: Okay.
• 3:21
  Role Play 1: Okay.
• 3:21
  Role Play 1: Well, I mean, I like some, like, uh, like what you're saying, Bruce, um, I guess I'll talk to you for a couple of minutes.
• 3:27
  Role Play 1: Um, definitely after my, uh, stepfather's passing, um, after, you know, after he passed his only myself and my brother that are, uh, you know, really trying to handle.
• 3:39
  Role Play 1: Okay.
• 3:39
  Role Play 1: Everything going on and, uh, we don't really know how to go about handling what little estate he had.
• 3:46
  Role Play 1: We don't think we need an estate sale after it.
• 3:49
  Role Play 1: We talked to my attorney.
• 3:51
  Role Play 1: Mmm.
• 3:52
  Role Play 1: Okay.
• 3:53
  Role Play 1: I be thinking of doing something with the house.
• 3:55
  Role Play 1: Not sure yet.
• 3:57
  Role Play 1: Maybe my, I think my brother might want to move into it, but we're not a hundred on it.
• 4:01
  Role Play 1: Um, but.
• 4:04
  Role Play 1: I guess it's just kind of all mixed and mix and match of the different things and not surely not sure what to do.
• 4:12
  Role Play 1: Okay.
• 4:13
  Role Play 1: Okay.
• 4:14
  Role Play 1: So yeah, I would, I would imagine just the myriad of choices that you're having to make decisions on.
• 4:22
  Role Play 1: Kind of get a little overwhelming at the time.
• 4:24
  Role Play 1: Is that, is that a fair statement?
• 4:26
  Role Play 1: It's definitely, uh, like, uh, right now, I mean, I have my own job.
• 4:31
  Role Play 1: I work 40 hours a week, so it was my brother, you know, we're trying to do what we can here, but I'm not really sure how to go about the next step.
• 4:41
  Role Play 1: So we, we both work at the same job over serving.
• 4:46
  Role Play 1: We both work at a little Chinese, Chinese place.
• 4:49
  Role Play 1: Um, and that's what we're doing right now.
• 4:51
  Role Play 1: Cool.
• 4:52
  Role Play 1: Cool.
• 4:53
  Role Play 1: Um, so I imagine all of a sudden now handling an estate is like piling a whole new job on top of, of you being already busy, right.
• 5:02
  Role Play 1: Without a doubt.
• 5:04
  Role Play 1: Yeah.
• 5:05
  Role Play 1: Okay.
• 5:05
  Role Play 1: Um, now you mentioned that your brother was talking about maybe moving into it.
• 5:10
  Role Play 1: Um, if, uh, if you could wave a magic wand and get your way, do you think that you'd try to lean towards selling or do you think that you'd personally lean toward keeping.
• 5:20
  Role Play 1: Mmm.
• 5:22
  Role Play 1: I think, I think we would want to maybe sell it for, for me personally.
• 5:27
  Role Play 1: Well, and I say that because no money is not the.
• 5:32
  Role Play 1: The biggest thing right now for us, we, you know, we don't have a lot of it and I think someone else would be good for both of us.
• 5:39
  Role Play 1: Um, he's trying to convince me to move in with him in the house, but I think selling it and going through somewhere new together would be probably the best financial move.
• 5:49
  Role Play 1: But, uh, he seemed adamant, but I don't want to argue too much with him.
• 5:53
  Role Play 1: He is the order.
• 5:54
  Role Play 1: Um, I just, yeah, it's just a lot.
• 5:57
  Role Play 1: Okay.
• 5:58
  Role Play 1: Um, what, uh, what kind of shape is the house in?
• 6:01
  Role Play 1: Is it in good shape?
• 6:03
  Role Play 1: It's in, it's in good shape.
• 6:05
  Role Play 1: Um, it it's, it's not bad.
• 6:07
  Role Play 1: It could definitely use a little repair is nothing major.
• 6:10
  Role Play 1: Um, but you know, it's definitely a liberal without a doubt.
• 6:14
  Role Play 1: What, uh, what kind of repairs do you think are needed?
• 6:17
  Role Play 1: I know, I know it's not major, but if you, if you were going to move in, what would you do?
• 6:21
  Role Play 1: Probably, uh, just the roofing.
• 6:24
  Role Play 1: Oh, I would, I would definitely look to do that first.
• 6:27
  Role Play 1: Um, yeah, maybe, maybe it past that.
• 6:29
  Role Play 1: Uh, I'll do a little side things, just a deep cleaning of like tiles and, uh, floorboards and everything like that, but that's about it.
• 6:39
  Role Play 1: Okay.
• 6:40
  Role Play 1: Um, how much time do you think that would take for you to, to fix it up and get it to your standards?
• 6:46
  Role Play 1: I don't any idea how much money it would take?
• 6:51
  Role Play 1: I have no idea.
• 6:52
  Role Play 1: Um, I don't know.
• 6:53
  Role Play 1: Are you, are you asking me this question to try and like buy it from me?
• 6:57
  Role Play 1: Uh, maybe I, I honestly, I don't know exactly what you and your brother what's going to be best for you guys.
• 7:04
  Role Play 1: So, um, you know, it might be to sell, it might be to keep it, um, tell you what, without eyes on the property.
• 7:12
  Role Play 1: Um, we might just want to go ahead and, uh, and, and set up a quick time when we can walk through it for 15 minutes together.
• 7:20
  Role Play 1: And I kind of give you guys a little bit of a roadmap and, um, Give you some information and that way you guys can make a better decision.
• 7:27
  Role Play 1: And if it's me buying the house or helping you sell it, um, great.
• 7:32
  Role Play 1: If it's you guys keeping it, I have no problem with that either.
• 7:35
  Role Play 1: Ultimately you just, I need more information and maybe even a little bit of help, sort of sorting through them process that you have so far.
• 7:43
  Role Play 1: Um, No, I have some time later this week on, on Friday or possibly next week on Tuesday.
• 7:51
  Role Play 1: Uh, either one of those days work to meet for 15, 20 minutes over at the house.
• 7:56
  Role Play 1: Uh, well, both Fridays and Saturdays, I double, um, I wouldn't be able to make any of those days.
• 8:03
  Role Play 1: Okay.
• 8:03
  Role Play 1: How about Tuesday?
• 8:06
  Role Play 1: No, I work in the morning shift.
• 8:08
  Role Play 1: I can do Tuesday evening morning.
• 8:10
  Role Play 1: Okay.
• 8:10
  Role Play 1: How about your brothers?
• 8:11
  Role Play 1: He works the same shift.
• 8:12
  Role Play 1: Did you.
• 8:13
  Role Play 1: Um, not all the time though.
• 8:15
  Role Play 1: Um, I don't even know if he'd really want to meet, to be honest, so much just be me.
• 8:19
  Role Play 1: I would have to talk to him for a little bit.
• 8:22
  Role Play 1: Okay.
• 8:22
  Role Play 1: All right.
• 8:23
  Role Play 1: So he, he sounds like he wants to keep the house, right?
• 8:26
  Role Play 1: I would say it's, it's, it's 60, 40, but it's a bit there in here.
• 8:33
  Role Play 1: Yeah.
• 8:35
  Role Play 1: Tell you what let's, uh, let's you and I go ahead and pencil in.
• 8:37
  Role Play 1: See if we can plan on meeting there Tuesday, I'd say six o'clock.
• 8:41
  Role Play 1: Um, I'd really like to meet him as well.
• 8:44
  Role Play 1: Cause I want him to feel like he's heard and that his voice has, uh, that he has some pull in what we discuss.
• 8:51
  Role Play 1: Um, ultimately I wouldn't want to be blindsided if I were him.
• 8:55
  Role Play 1: How about you do me a favor and, um, Ask him, if he can come at six o'clock and listen, if another day besides Tuesday works better for both of you guys, just give me a call back and say, Hey, let's do it Wednesday instead, or Thursday, something like that.
• 9:09
  Role Play 1: But you and I can go ahead and plan tentatively on six o'clock on Tuesday, if that's cool.
• 9:14
  Role Play 1: Does that work?
• 9:15
  Role Play 1: That does work.
• 9:16
  Role Play 1: Great.
• 9:16
  Role Play 1: Thank you.
• 9:18
  Role Play 1: Okay, perfect.
• 9:19
  Role Play 1: Listen, I'm going to call you Tuesday morning.
• 9:21
  Role Play 1: And just confirm that we are still on and, um, and, and if you need, need me in the meantime, just give me a shout.
• 9:28
  Role Play 1: Okay.
• 9:29
  Role Play 1: Alright.
• 9:29
  Role Play 1: Thank you.
• 9:31
  Role Play 1: Alright, thanks, Danny.
• 9:32
  Role Play 1 Break Down: Okay.
• 9:32
  Role Play 1 Break Down: What'd you hit me with that.
• 9:33
  Role Play 1 Break Down: You were hearing.
• 9:35
  Role Play 1 Break Down: Uh Hmm.
• 9:38
  Role Play 1 Break Down: Okay.
• 9:39
  Role Play 1 Break Down: Um, So the, what I've been getting hit with a lot, um, which I tried throwing in there was, we're not even sure if we're going to need in the state.
• 9:47
  Role Play 1 Break Down: So I've been getting that one quite often, um, uh, trying to decipher, you know, moving out to my questions around that, um, uh, Ashley, you know what I did want to throw in there as well.
• 10:01
  Role Play 1 Break Down: Um, Is the fact like, so the are getting the letter of testamentary.
• 10:06
  Role Play 1 Break Down: They're either early on it or they just got it and they're not sure their steps move, you know, you know, to get moving and get going.
• 10:14
  Role Play 1 Break Down: Um, but I mean, I got, I got the gist of like how to pretty much approach that, but, uh, yeah, it was, I think it was definitely the biggest one was not sure on the whole house.
• 10:23
  Role Play 1 Break Down: Possibly I'm getting a lot of relatives might want to move into it.
• 10:28
  Role Play 1 Break Down: And I'm getting a lot of, uh, um, we don't even think we need to do in this state, so.
• 10:33
  Role Play 1 Break Down: Okay.
• 10:35
  Role Play 1 Break Down: And maybe they don't.
• 10:36
  Role Play 1 Break Down: So I just let, let you go with that.
• 10:39
  Role Play 1 Break Down: I didn't try to handle that at all with you.
• 10:42
  Role Play 1 Break Down: Cause I don't know.
• 10:44
  Role Play 1 Break Down: Um, I don't know until I see the house.
• 10:47
  Role Play 1 Break Down: And we can discuss your best option.
• 10:49
  Role Play 1 Break Down: So I definitely, if they, if somebody is going to hit me with, with, with that, that's not an objection.
• 10:56
  Role Play 1 Break Down: That's just something that I don't need to dig into one on our call.
• 11:01
  Role Play 1 Break Down: I can move on we can dig in spectrally Bruce.
• 11:05
  Role Play 1 Break Down: I'll disagree with you on that because it's a great opportunity to show them a go.
• 11:09
  Role Play 1 Break Down: It's a great opportunity to show it as a golden safety net.
• 11:13
  Role Play 1 Break Down: I would say, use a state sales on one and 51 and 75 deals.
• 11:19
  Role Play 1 Break Down: However, knowing that you've got their back makes people, it usually spurs them into action.
• 11:24
  Role Play 1 Break Down: So for me, the way I handled that as, okay, well, listen, that's where most people start.
• 11:28
  Role Play 1 Break Down: A lot of families attempt this on their own, but just so you know, we have an entire team of people that can step up if you ever would just want them, someone to write a check or do you want to do a tag sale or an auction sale?
• 11:39
  Role Play 1 Break Down: And that's something that once we see the property, we can kind of give you our suggestion.
• 11:42
  Role Play 1 Break Down: We've seen a lot of families struggle and we've seen a lot of families be successful at.
• 11:47
  Role Play 1 Break Down: Clearing the personal property.
• 11:49
  Role Play 1 Break Down: And you know, it's obviously once we take a look at everything, we can give you our opinion of what we think is best for your situation, but you can, I can provide a little bit of value to them and a little peace of mind before, because you're, you're paving the way, way to setting the appointment.
• 12:04
  Role Play 1 Break Down: So for me, I think way that I can find that I can show them how I can protect them, save them money.
• 12:11
  Role Play 1 Break Down: I'm stressed.
• 12:12
  Role Play 1 Break Down: I'm going to do that to try to build up to that appointment.
• 12:16
  Role Play 1 Break Down: So it's just a different perspective, but I do talk about it before the appointment.
• 12:20
  Role Play 1 Break Down: I don't get into the details.
• 12:22
  Role Play 1 Break Down: I just show them how it's kind of like other people felt this way.
• 12:26
  Role Play 1 Break Down: And we had a safety net in place for the ones that needed it, and then we move along and they feel like it just helps reinforce the rapport and trust you're building.
• 12:35
  Role Play 1 Break Down: Good.
• 12:35
  Role Play 1 Break Down: Okay.
• 12:36
  Role Play 1 Break Down: Chad you just fractured my ego?
• 12:37
  Role Play 1 Break Down: Just kidding.
• 12:38
  Role Play 1 Break Down: Um, ultimately, um, ultimately.
• 12:43
  Role Play 1 Break Down: Um, I think that, uh, every SIG, Chad just said is spot on one of the things in our conversation that you did, Danny, as the PR is you touched on the estate sale and then you moved on.
• 12:57
  Role Play 1 Break Down: Um, one of the reasons that I didn't camp on the estate sale is you kind of moved on and started talking about your and your brother's desires.
• 13:06
  Role Play 1 Break Down: So you can always circle back to an estate sale through the conversation.
• 13:11
  Role Play 1 Break Down: Um, And, and I don't know Chad, how you feel, but if he moves on into desires of whether they're going to sell or keep the house, would you try to backtrack to an estate sale immediately or later?
• 13:27
  Role Play 1 Break Down: I will.
• 13:27
  Role Play 1 Break Down: What I noticed is you had trouble setting an appointment, you know, he's a server.
• 13:32
  Role Play 1 Break Down: So, you know, he works weird hours and he probably sleeps in late.
• 13:36
  Role Play 1 Break Down: And it's, it's highly unlikely that two brothers that probably don't have a whole lot of money and are struggling with time because they're waiting tables all the time.
• 13:44
  Role Play 1 Break Down: They're probably not going to be successful at getting a property cleared out.
• 13:48
  Role Play 1 Break Down: And maximizing the value of the personal property are they're very likely to get to a point where they give up and say F it and throw it all away.
• 13:55
  Role Play 1 Break Down: Like throw a lot of stuff away or donate a lot of stuff.
• 13:59
  Role Play 1 Break Down: So I would have gone the route of.
• 14:02
  Role Play 1 Break Down: Maximizing the personal property equity and using that as a reason to get there.
• 14:09
  Role Play 1 Break Down: And then I would, I would have, I would go there without trying to push, nudge him either way, but I would let him know on the phone.
• 14:17
  Role Play 1 Break Down: Hey, we've got, you know, if you do decide, you want to keep it, uh, we can, you know, we can connect you with, with the right professionals.
• 14:24
  Role Play 1 Break Down: So I'm assuming that if you, if you decide to keep the home, you're going to want paid for your house, right.
• 14:30
  Role Play 1 Break Down: Because chances are, he's not financially savvy and he's not thinking of that.
• 14:34
  Role Play 1 Break Down: So I want to paint.
• 14:35
  Role Play 1 Break Down: I want to trigger that.
• 14:37
  Role Play 1 Break Down: Oh shit.
• 14:37
  Role Play 1 Break Down: I can think of that.
• 14:38
  Role Play 1 Break Down: How am I going to get my house?
• 14:39
  Role Play 1 Break Down: If he moves in, what do I get?
• 14:42
  Role Play 1 Break Down: And I want, I want to stir that up and get him thinking about that because chances are based on the, when he was in character.
• 14:49
  Role Play 1 Break Down: He wasn't, he didn't say my perception is he wasn't considering his after the equation, he was subordinating to his brother to move into the house.
• 14:58
  Role Play 1 Break Down: And a lot of folks don't understand real estate finance at all.
• 15:01
  Role Play 1 Break Down: So I'm going to use a lender suggestion.
• 15:04
  Role Play 1 Break Down: To bring up that pain.
• 15:05
  Role Play 1 Break Down: And so, you know, for example, if you're, if you guys do you decide to keep it in, your brother wants to move in, you have to find a way for him to get financing I'm mortgage on this so he can pay you out.
• 15:15
  Role Play 1 Break Down: If that makes sense and boom that's right.
• 15:18
  Role Play 1 Break Down: It was the red flag.
• 15:19
  Role Play 1 Break Down: Well, wait, I didn't think of that.
• 15:20
  Role Play 1 Break Down: His credit sucks.
• 15:21
  Role Play 1 Break Down: He doesn't have any money.
• 15:22
  Role Play 1 Break Down: He's never going to qualify for a loan.
• 15:24
  Role Play 1 Break Down: And then we start, he starts to send you, they start to get clear on okay.
• 15:28
  Role Play 1 Break Down: What they need.
• 15:30
  Role Play 1 Break Down: I'm not going to push on that hard.
• 15:31
  Role Play 1 Break Down: I just know that going to the appointment.
• 15:33
  Role Play 1 Break Down: And I'm using personal property to get there where I'm using a no trespassing posting or something else to get there.
• 15:40
  Role Play 1 Break Down: And they'll, they'll have to have their own apifany and realize that it's not feasible for them to keep the home, but when they do I'll be there.
• 15:48
  Role Play 1 Break Down: So that's the way I was.
• 15:49
  Role Play 1 Break Down: I would've handled it well.
• 15:53
  Role Play 1 Break Down: Okay.
• 15:54
  Role Play 1 Break Down: We have Nope.
• 15:56
  Role Play 1 Break Down: We have nobody else in the queue.
• 15:57
  Role Play 1 Break Down: So keep going guys in Bruce, I'll build your ego back up when we're done.
• 16:00
  Role Play 1 Break Down: I'll give you, I'll give you a couple of compliments, but go ahead.
• 16:04
  Role Play 1 Break Down: I interrupted you.
• 16:05
  Role Play 1 Break Down: Go ahead.
• 16:06
  Role Play 1 Break Down: So I was using this situation.
• 16:08
  Role Play 1 Break Down: It was a closest to, you know, what I personally went through.
• 16:14
  Role Play 1 Break Down: So I locked my stepdad two years ago and I didn't realize it at the time, but that was probate, that, that part of the family was going through and I was there for it.
• 16:23
  Role Play 1 Break Down: Um, so, you know, and not about a couple of weeks ago, I called back, you know, a family over there and I asked them more about, you know, what they were going through.
• 16:31
  Role Play 1 Break Down: So I know talking points.
• 16:34
  Role Play 1 Break Down: Um, for, you know, when I make my calls and, um, and I use that house as a platform for this, for this role play as well.
• 16:42
  Role Play 1 Break Down: You know, the, you need the word titling, you know, work, uh, um, no family, family still wanting to kind of stay into it, but they thought about selling it.
• 16:52
  Role Play 1 Break Down: I'm not too sure what they want to do.
• 16:55
  Role Play 1 Break Down: Um, You know, and it's just, basically, I tried using my own situation in this roleplay and that way I, you know, get gathering information more about it.
• 17:05
  Role Play 1 Break Down: So I know how to basically it can be more genuine in the call.
• 17:08
  Role Play 1 Break Down: You're like, look, I've been through the same thing.
• 17:10
  Role Play 1 Break Down: You know, I was there for my family.
• 17:11
  Role Play 1 Break Down: We've been through probate as well.
• 17:12
  Role Play 1 Break Down: I know I get messy.
• 17:13
  Role Play 1 Break Down: Don't always know, always know what to do at the time.
• 17:16
  Role Play 1 Break Down: My brother and I were serving a, you know, it's hard.
• 17:19
  Role Play 1 Break Down: We didn't really have any money, et cetera, like that, you know?
• 17:22
  Role Play 1 Break Down: So good.
• 17:23
  Role Play 1 Break Down: Bruce did a really good Bruce had a really good job reading you and mirroring you.
• 17:28
  Role Play 1 Break Down: And he matched your energy master your tone of voice.
• 17:31
  Role Play 1 Break Down: He listened to the things you were saying.
• 17:34
  Role Play 1 Break Down: And especially when you talked about the repairs needed and he asked a really great question, you know, what would it take to get it up to your standards?
• 17:42
  Role Play 1 Break Down: And that's getting, getting your gears turning on of, you know, well, you've, you've got to put yourself in that position.
• 17:48
  Role Play 1 Break Down: What, what would it take for me to live there?
• 17:50
  Role Play 1 Break Down: Or me to spend my paycheck on that.
• 17:53
  Role Play 1 Break Down: And that, that was a really good tactic.
• 17:56
  Role Play 1 Break Down: Um, but anyway, so those are, those are some of the things that I think, you know, as you listen to this pay attention to, you know, there's a lot of things, Bruce, isn't telling you why he was doing, but I see a lot of matching and mirroring that he was doing.
• 18:11
  Role Play 1 Break Down: And he, the, the biggest thing is he was a good listener.
• 18:13
  Role Play 1 Break Down: He was gathering information, no matter how small the pieces were and he brought it all together and you felt like you could trust him then.
• 18:20
  Role Play 1 Break Down: Right, right, right.
• 18:22
  Role Play 1 Break Down: I did.
• 18:23
  Role Play 1 Break Down: And I was going to echo that you go ahead.
• 18:28
  Role Play 1 Break Down: Oh, another thing, uh, Danny is you, um, as soon as you started expressing and sharing that you just didn't know.
• 18:38
  Role Play 1 Break Down: So I don't know what I need to do at the house.
• 18:40
  Role Play 1 Break Down: I don't know how much it's going to cost.
• 18:42
  Role Play 1 Break Down: This is what it would take to get to my standards, but I don't know how much that's going to take.
• 18:48
  Role Play 1 Break Down: That's the opening to.
• 18:50
  Role Play 1 Break Down: Really pushed for that appointment.
• 18:52
  Role Play 1 Break Down: So, um, you'll notice I changed gears really quickly and started going for a time.
• 18:58
  Role Play 1 Break Down: As soon as you started expressing doubts that you're, you're blind to what you're about to face.
• 19:05
  Role Play 1 Break Down: Okay, go ahead.
• 19:08
  Role Play 1 Break Down: I was going to say you started off with something I'd never heard before.
• 19:11
  Role Play 1 Break Down: First of all, you're about as far away from scripted as possible, which I know you could tell.
• 19:17
  Role Play 1 Break Down: I was totally not scripted.
• 19:18
  Role Play 1 Break Down: It was kind of very conversational, matching and mirroring.
• 19:21
  Role Play 1 Break Down: I had never heard anybody say, Hey, this is Bruce.
• 19:24
  Role Play 1 Break Down: Have you ever heard of me?
• 19:25
  Role Play 1 Break Down: And I, I kind of liked that because it made it sound totally not like a cold call.
• 19:30
  Role Play 1 Break Down: And it put a question in his mind was.
• 19:33
  Role Play 1 Break Down: Am I should, I have heard of you, sorry.
• 19:35
  Role Play 1 Break Down: I like that opening a lot.
• 19:37
  Role Play 1 Break Down: And when you close for the appointment, um, it was almost the opposite of an assumptive close.
• 19:43
  Role Play 1 Break Down: She said you think maybe we might maybe could get together, but you said it competently and it, I felt like it gave him permission.
• 19:50
  Role Play 1 Break Down: To say no.
• 19:51
  Role Play 1 Break Down: So he wasn't afraid to say yes, if that may be such, you, you, you, the way you close there was very low key.
• 19:59
  Role Play 1 Break Down: And it was, I felt like it was, would have been difficult for him to say no, because you gave him permission to so anyway.
• 20:06
  Role Play 1 Break Down: Excellent, excellent job that make your ego feel better.
• 20:09
  Role Play 1 Break Down: Oh, I don't need my ego boosted.
• 20:12
  Role Play 1 Break Down: I know you said, you said Chad, shut it.
• 20:14
  Role Play 1 Break Down: Shut down there.
• 20:15
  Role Play 1 Break Down: I thought, ah, I thought it was really cool.
• 20:17
  Role Play 1 Break Down: There was some things I'd never heard before and role-plays so good job.
• 20:21
  Role Play 1 Break Down: Danny.
• 20:21
  Role Play 1 Break Down: Here's your action.
• 20:22
  Role Play 1 Break Down: Step on your very next prospecting call.
• 20:24
  Role Play 1 Break Down: You have to pick up the phone and say, Hey, this is Danny.
• 20:26
  Role Play 1 Break Down: I'm kind of a big deal like Bruce Hill.
• 20:28
  Role Play 1 Break Down: Have you heard that?
• 20:29
  Role Play 1 Break Down: Definitely.
• 20:30
  Role Play 1 Break Down: Definitely.
• 20:31
  Role Play 1 Break Down: Well, thank you guys, Matt.
• 20:32
  Role Play 1 Break Down: And I'll definitely be here for all the other role plays.
• 20:34
  Role Play 1 Break Down: I'll be here this Thursday as well for the mastermind call and you know, everything so forth.
• 20:39
  Role Play 1 Break Down: Keep coming back, man.
• 20:40
  Role Play 1 Break Down: We have two more in the queue.
• 20:42
  Role Play 1 Break Down: Good job guys.
• 20:43
  Role Play 1 Break Down: Next up is phone number ending in nine zero seven seven.
• 20:47
  Ashley: You're up next?
• 20:48
  Ashley: I don't know.
• 20:51
  Ashley: Hello there, Ashley?
• 20:53
  Ashley: Hi, this is Ashley.
• 20:55
  Role Play 2: So, um, I'm a real estate agent also.
• 20:59
  Role Play 2: Before I became an agent, just a quick little background before I became an agent.
• 21:04
  Role Play 2: I tried being the wholesaler in my market and it was very difficult, especially because I didn't have a one single strategy.
• 21:14
  Role Play 2: I was going after like multiple types of leads.
• 21:19
  Role Play 2: Um, here recently I decided to focus in on one thing, which is so bait.
• 21:25
  Role Play 2: And I guess my list again, to return to of, um, um, attract the customer somehow.
• 21:35
  Role Play 2: So.
• 21:36
  Role Play 2: Um, someone that I know reached out to me and asked like, Hey, do you know any real estate attorney?
• 21:43
  Role Play 2: I have a friend who's a real estate attorney.
• 21:46
  Role Play 2: I asked her, okay, well, what kind of real estate attorney title probate?
• 21:51
  Role Play 2: Like what type of attorney does he need?
• 21:53
  Role Play 2: What she gave him, my number.
• 21:56
  Role Play 2: He called me in, when he called I kind of like.
• 22:01
  Role Play 2: I kind of like what I froze up.
• 22:03
  Role Play 2: I was scared.
• 22:03
  Role Play 2: I wasn't, I didn't necessarily, I didn't know when he probates attorneys really, you know, like I was trying to, so I reached out to some people cause I didn't want to just like refer anybody.
• 22:15
  Role Play 2: Right.
• 22:15
  Role Play 2: I wanted someone reputable.
• 22:17
  Role Play 2: Um, I got a few references, uh, as far as the probate attorneys and I got back with him and gave him the information.
• 22:27
  Role Play 2: Right.
• 22:28
  Role Play 2: Well, let me collect them with information, right.
• 22:31
  Role Play 2: I just kind of nervous.
• 22:33
  Role Play 2: I don't, I don't know.
• 22:34
  Role Play 2: I was kind of nervous talking to people on the phone makes me nervous, but being in person it's it's normal for me.
• 22:42
  Role Play 2: Right.
• 22:43
  Role Play 2: So yeah, with all that being said, I, um, call them back to followup with them.
• 22:52
  Role Play 2: And then I tried to collect some information like, Hey, I didn't get a bunch of information from you the other day.
• 22:58
  Role Play 2: Um, but was the attorney that are referred, you know, was he helpful?
• 23:05
  Role Play 2: And he was like, yeah.
• 23:06
  Role Play 2: I mean, I submitted some information to him.
• 23:09
  Role Play 2: He hasn't called me back yet.
• 23:11
  Role Play 2: Right.
• 23:12
  Role Play 2: So I proceeded to ask him sound wise.
• 23:15
  Role Play 2: All right.
• 23:15
  Role Play 2: Well, what, what what's going on in your case?
• 23:20
  Role Play 2: He like, he's just being very short.
• 23:23
  Role Play 2: He told me that pretty much, um, his mom wrote a wheel and she did not.
• 23:29
  Role Play 2: Um, she handled, I hand wrote it.
• 23:32
  Role Play 2: It was like a holographic will.
• 23:35
  Role Play 2: And, um, apparently, uh, it's not good enough for the court.
• 23:41
  Role Play 2: Um, with that being said, he has, she has a mortgage.
• 23:47
  Role Play 2: On her home.
• 23:47
  Role Play 2: So that's how I know that there's real estate involved.
• 23:49
  Role Play 2: Cause he told me she has a mortgage on the home and he can't find out any information about it.
• 23:54
  Role Play 2: Um, because he's not the successor of interest.
• 23:59
  Role Play 2: Um, so I didn't know what any of those things meant at the time.
• 24:03
  Role Play 2: Right.
• 24:04
  Role Play 2: And I really didn't know how to respond to it besides to say, okay, well, you know, the person I referred to you, he's great.
• 24:10
  Role Play 2: He'll, you know, he'll get you taken care of on that end.
• 24:13
  Role Play 2: What do you plan on doing with the hell?
• 24:14
  Role Play 2: So you plan on selling it and he kind of just shut me off.
• 24:19
  Role Play 2: Right?
• 24:19
  Role Play 2: It's kind of like, I don't know what I'm going to do with it.
• 24:21
  Role Play 2: I'll probably rent it out or something I don't know right now.
• 24:25
  Role Play 2: And so I told them, I'll follow up with him the next time I called him and he didn't answer right.
• 24:30
  Role Play 2: So I'm going to follow up again today, but before I do that, I guess I just want us to role play with you, the guy to make sure I don't sound crazy.
• 24:39
  Role Play 2: Go.
• 24:40
  Role Play 2: I first went to, we can role play before that.
• 24:42
  Role Play 2: I want to try to see, I want to see if we can clear your block.
• 24:46
  Role Play 2: So I want you to, I want you to go back and listen to this recording too.
• 24:50
  Role Play 2: And listen to yourself.
• 24:51
  Role Play 2: Talking about your limited beliefs.
• 24:54
  Role Play 2: I'm really good in person.
• 24:55
  Role Play 2: I'm not really, I'm not good at all on the phone.
• 24:58
  Role Play 2: Where do you think that comes from and the fear that you referenced?
• 25:02
  Role Play 2: What do you think that fear is?
• 25:03
  Role Play 2: What's the emotion driving that fear.
• 25:06
  Role Play 2: Um, because I wanna, I want to be good at it, you know?
• 25:11
  Role Play 2: And, uh, I want to see what's the fee.
• 25:16
  Role Play 2: Um, the theory is then figuring out that I don't know what I'm talking about.
• 25:23
  Role Play 2: Okay.
• 25:24
  Role Play 2: So you have a, you have a fear of being your ignorance being exposed.
• 25:28
  Role Play 2: Yes.
• 25:30
  Role Play 2: When I'm not ignorant, I don't know.
• 25:34
  Role Play 2: You'll you will always be ignorant and something.
• 25:37
  Role Play 2: You'll never know everything.
• 25:39
  Role Play 2: So I'm trying to help you deal with this so you can change your inner dialogue or your monologue.
• 25:44
  Role Play 2: So what's the fear and what's the worst outcome.
• 25:48
  Role Play 2: Um, the worst outcome is that he just hang up and not wanting to work with me.
• 25:55
  Role Play 2: Um, I suppose, right.
• 25:58
  Role Play 2: And now he's not calling you back.
• 26:00
  Role Play 2: Yeah, Mike, this might sting a little bit, but this is, this is the learning environment.
• 26:05
  Role Play 2: He's not calling you back because you didn't provide any real value.
• 26:08
  Role Play 2: You gave him a referral.
• 26:09
  Role Play 2: You gave him a referral that wouldn't call him back, and then you called back and like there's there's opportunities there and we can role play it, but it's, it's a good gauge of the value you provided.
• 26:20
  Role Play 2: Like, he doesn't feel like you, you were, you know, You want anything to change this situation and that's okay.
• 26:26
  Role Play 2: Okay.
• 26:27
  Role Play 2: We all fall on our face.
• 26:28
  Role Play 2: I've done it hundreds of times.
• 26:30
  Role Play 2: Yeah, but I want you to, and you know, after this call really dig into why that, why do you have call reluctance and how will that ever serve you and what, whatever you have to do, whether it's going to fall on your face to prove it to yourself, and it's not going to end your life or ruin your reputation.
• 26:48
  Role Play 2: You need to break through that.
• 26:50
  Role Play 2: Because prospecting will always be a struggle.
• 26:52
  Role Play 2: As long as that's present, you will always be ignorant.
• 26:55
  Role Play 2: You'll never know everything.
• 26:57
  Role Play 2: You have to find your way of dealing with that.
• 26:59
  Role Play 2: Right.
• 27:00
  Role Play 2: And for me, you know, we all have imposter syndrome.
• 27:03
  Role Play 2: It's no matter how successful or how, how much of an expert you are.
• 27:07
  Role Play 2: Sometimes I feel like I'm full of it, right?
• 27:10
  Role Play 2: It's never going to go away.
• 27:12
  Role Play 2: We just have to find ways to work with it and use it to our advantage and well tactics.
• 27:17
  Role Play 2: Like, you know, that's a really great question.
• 27:19
  Role Play 2: I I've, I've helped a lot of families, but I haven't actually had that one.
• 27:22
  Role Play 2: Let me, uh, be okay if I give you a call back at 4:00 PM, I'll have the answer.
• 27:28
  Role Play 2: And just things like that to let yourself off the hook, show yourself some grace, go, go fill your blind spot and come back with real value people.
• 27:36
  Role Play 2: Won't judge you.
• 27:37
  Role Play 2: Like it's not gonna, it's not going to be a, a point against you.
• 27:41
  Role Play 2: If you do things like that and doing it that way.
• 27:44
  Role Play 2: And six weeks you'll know everything there is to know about probate.
• 27:48
  Role Play 2: Because you'll be out there gathering.
• 27:50
  Role Play 2: Yeah.
• 27:50
  Role Play 2: And information filling me blind spots, but be confident.
• 27:53
  Role Play 2: I mean, the thing is you found your way to this call because of your heart.
• 27:57
  Role Play 2: Right?
• 27:58
  Role Play 2: You, you, you must be a compassionate, empathetic person because you doing some things that are really uncomfortable, you're facing fears because you want to help these people.
• 28:09
  Role Play 2: Right.
• 28:09
  Role Play 2: Is that why you're here?
• 28:11
  Role Play 2: Are you just looking to make some money?
• 28:13
  Role Play 2: No, no.
• 28:15
  Role Play 2: I mean, when I have a purpose behind what I'm doing helps need to get a lot more done.
• 28:21
  Role Play 2: So it's absolutely not just about the money.
• 28:25
  Role Play 2: So show yourself some grace and like, but I really want you to focus on this and understand where that's coming from.
• 28:33
  Role Play 2: Maybe it was getting picked on in third grade, when you, you spelled the word wrong or you, you gave the wrong answer.
• 28:38
  Role Play 2: Um, whatever that is, figure out what it is.
• 28:41
  Role Play 2: Think about.
• 28:42
  Role Play 2: What's the worst thing that can happen.
• 28:43
  Role Play 2: If this guy completely cusses me out and hangs up on me, what's the worst thing that can happen.
• 28:48
  Role Play 2: But I think what you'll find is you'll you believe in your heart, these people are better off hearing from you than not because they're in good hands because you're done this for the right reason.
• 28:57
  Role Play 2: And that's the kind of confidence I want you to show up with on your next phone call.
• 29:02
  Role Play 2: This person is better off hearing from me than anyone else.
• 29:05
  Role Play 2: I'm certainly better off hearing from me than not hearing from me.
• 29:08
  Role Play 2: And it'll change your demeanor and you'll, you'll learn to defer things and say, you know what?
• 29:14
  Role Play 2: That's a really good question, but I don't know the answer to, but I have a mentor in probate and I'm part of a group of thousands of probate professionals.
• 29:22
  Role Play 2: And I'm going to go get you the answer right now.
• 29:24
  Role Play 2: Can we talk at four and you've got all of us to lean on.
• 29:28
  Role Play 2: You have a community of 10,000, 11,000 people and all the leads mastermind.
• 29:33
  Role Play 2: You've got Bruce professional real estate coach that you can, you can vary.
• 29:37
  Role Play 2: You know, if you call support, you can talk to one of us and we've got your back.
• 29:42
  Role Play 2: Consider this your mentorship.
• 29:44
  Role Play 2: Like, even if you're, you know, maybe there's not like a formal coaching program, it's part of what you're doing here.
• 29:51
  Role Play 2: So just proceed with, with confidence and know that we'll help you through this stuff.
• 29:56
  Role Play 2: Use the resources you have, don't ever feel embarrassed or ignorant or, or when you do reach out to us.
• 30:03
  Role Play 2: Okay.
• 30:05
  Role Play 2: For emails you want to play the agent or do you want to play the prospect?
• 30:11
  Role Play 2: Uh, the agent.
• 30:13
  Role Play 2: Okay.
• 30:14
  Role Play 2: And you're going to do an outbound, outbound.
• 30:18
  Role Play 2: Okay.
• 30:18
  Role Play 2: Outbound.
• 30:19
  Role Play 2: Okay.
• 30:20
  Role Play 2: Okay.
• 30:21
  Role Play 2: Okay.
• 30:22
  Role Play 2: So, um, Oh, I guess you can name yourself kin, um, green, green, green.
• 30:30
  Role Play 2: Okay.
• 30:31
  Role Play 2: Hello?
• 30:32
  Role Play 2: Hey Ken, this is Ashley.
• 30:34
  Role Play 2: How are you?
• 30:35
  Role Play 2: Ashley, uh, I spoke to you last week and I connected you with Bob Carter.
• 30:43
  Role Play 2: I'll be back.
• 30:44
  Role Play 2: Well, you.
• 30:47
  Role Play 2: Uh, I mean, I know you, you, you gave him my number.
• 30:50
  Role Play 2: I think I haven't heard from him.
• 30:53
  Role Play 2: Um, we've, you know, we, uh, I've got my, my cousin is, is looking for an attorney.
• 30:58
  Role Play 2: I haven't heard from Bob Carter or whatever his name was.
• 31:02
  Role Play 2: Okay.
• 31:03
  Role Play 2: Well, that's unfortunate.
• 31:05
  Role Play 2: I even followed up with him to make sure, uh, he got back with you.
• 31:10
  Role Play 2: I'm sorry about that.
• 31:12
  Role Play 2: Can.
• 31:13
  Role Play 2: What I'll do is I will get back in contact with him and find out what the holdup is.
• 31:21
  Role Play 2: Um, but in the meantime, I do want to take a moment to kind of go back to where we were last week.
• 31:29
  Role Play 2: Um, I really want to get some more information from you because I'm sure that this is really, really stressful for you.
• 31:38
  Role Play 2: I know you work a full time job.
• 31:40
  Role Play 2: Um, for the state right now and they have you guys doing all kinds of things.
• 31:45
  Role Play 2: So I just kinda want to go back and figure out, like, what are your biggest challenges right now?
• 31:52
  Role Play 2: Because any way that I can help you can, are really wanting to help you.
• 31:57
  Role Play 2: Well, my biggest challenge is that my mother wrote her last will and Testament, and nobody wants to recognize it as hers, just because of the damn thing wasn't notarized.
• 32:06
  Role Play 2: We all know what she wants.
• 32:07
  Role Play 2: It's written right there.
• 32:09
  Role Play 2: Right.
• 32:09
  Role Play 2: So how do I carry out my mother's wishes when the state says I have to do something different?
• 32:15
  Role Play 2: Gotcha.
• 32:16
  Role Play 2: Gotcha.
• 32:16
  Role Play 2: That, that, that were frustrating.
• 32:19
  Role Play 2: Me too.
• 32:20
  Role Play 2: That will frustrate me too.
• 32:22
  Role Play 2: So what we'll do is we'll find an attorney to help you deal with the legal aspects of that.
• 32:29
  Role Play 2: Okay.
• 32:30
  Role Play 2: I'll hold your hand, walk you through a week.
• 32:32
  Role Play 2: We'll get through it together.
• 32:33
  Role Play 2: I'll see you through to the finish line.
• 32:35
  Role Play 2: Okay.
• 32:36
  Role Play 2: To make sure that your questions get answered and we get you somebody reliable.
• 32:40
  Role Play 2: Okay.
• 32:42
  Role Play 2: Now, in terms of the home itself, right?
• 32:46
  Role Play 2: Because that's.
• 32:47
  Role Play 2: That's a major concern for you.
• 32:50
  Role Play 2: I remember you telling me that, uh, you're thinking about possibly putting a pin it in there.
• 32:56
  Role Play 2: Does anyone live in a home right now?
• 32:59
  Role Play 2: No.
• 33:01
  Role Play 2: Okay.
• 33:02
  Role Play 2: So it's vacant.
• 33:03
  Role Play 2: Okay.
• 33:05
  Role Play 2: And, um, just a quick question, is that home?
• 33:12
  Role Play 2: Insured right now with the vacant home insurance policy.
• 33:16
  Role Play 2: Yeah.
• 33:17
  Role Play 2: It's always, we always, the insurance payments are being made.
• 33:20
  Role Play 2: Yes.
• 33:21
  Role Play 2: Yeah.
• 33:22
  Role Play 2: But the home is vacant.
• 33:24
  Role Play 2: So do you have a vacant home insurance policy?
• 33:28
  Role Play 2: We have homeowners insurance.
• 33:30
  Role Play 2: I mean, it should cover anything.
• 33:32
  Role Play 2: So here's the deal case.
• 33:35
  Role Play 2: If something happens to that house and it burns down while no one is living there, um, you'll be in trouble.
• 33:43
  Role Play 2: So that's one thing that we may need to listen to for you to make sure that's recovered all the way around.
• 33:50
  Role Play 2: Okay.
• 33:51
  Role Play 2: Um, I'm not sure what type of home insurance policy you have, but let's just double check.
• 33:56
  Role Play 2: That's one of the things that I'm going to write down right now.
• 34:00
  Role Play 2: For us to look into bank, it vacant home insurance.
• 34:03
  Role Play 2: That's just going to cover you in case something happens because the home is not being occupied right now.
• 34:09
  Role Play 2: Okay.
• 34:10
  Role Play 2: Outside, outside of that, um, is there is the home furnished right now.
• 34:17
  Role Play 2: Is there a lot?
• 34:17
  Role Play 2: Well, I mean, it's the same as it always was.
• 34:20
  Role Play 2: It was mom's stuff.
• 34:21
  Role Play 2: I mean, it even has extra furnishings.
• 34:24
  Role Play 2: There's a hospital bed in the living room.
• 34:27
  Role Play 2: Gotcha.
• 34:28
  Role Play 2: Okay.
• 34:29
  Role Play 2: So even, even in that situation, right.
• 34:33
  Role Play 2: Do you plan on keeping those things or you want to give them away so long?
• 34:37
  Role Play 2: How do you want to go about handling those?
• 34:39
  Role Play 2: Oh, submissions at home.
• 34:41
  Role Play 2: Actually, I don't know, like, I, I, you know, the will says one thing, the state says another, I haven't gotten that far.
• 34:49
  Role Play 2: Like I I'm worried about everything, everything that my mother wanted to be done, being done differently.
• 34:56
  Role Play 2: And that, that being my responsibility, I don't know how the hell you're supposed to show her that, like, I don't know what I'm going to do with the house.
• 35:03
  Role Play 2: Like, is that all, I mean, what is this about?
• 35:07
  Role Play 2: No, it's not just about the house.
• 35:08
  Role Play 2: Can I want you to take a minute to breathe?
• 35:11
  Role Play 2: Okay.
• 35:11
  Role Play 2: These I'm calling you because I care.
• 35:13
  Role Play 2: And I want to see you get through this as stress free as possible.
• 35:17
  Role Play 2: Okay.
• 35:18
  Role Play 2: I really, really do.
• 35:20
  Role Play 2: If you want to sell your home in the process, fun, we can have that conversation.
• 35:24
  Role Play 2: If you don't, it will be my pleasure to help you get, just get through the process.
• 35:30
  Role Play 2: I hear the stress all in your voice, right?
• 35:34
  Role Play 2: And my friends thought enough of me to refer you to me.
• 35:40
  Role Play 2: Please allow me to take care of you because you need the help right now.
• 35:44
  Role Play 2: So again, if you're not interested in selling the house, that's not my concern.
• 35:49
  Role Play 2: It'll be my pleasure to help you for whatever you need help with.
• 35:53
  Role Play 2: Okay.
• 35:54
  Role Play 2: So let me ask you, do you have any siblings, anybody else who might, uh, Possibly have interest in his home or, or the probate at all?
• 36:05
  Role Play 2: I do.
• 36:05
  Role Play 2: I have three siblings and according to the probate clerk there do a pro then equal percentage of everything.
• 36:13
  Role Play 2: But yeah.
• 36:15
  Role Play 2: Two of my sisters, neither me nor my mom talked to for the last 20 years.
• 36:20
  Role Play 2: And they're kind of there.
• 36:22
  Role Play 2: They just want to come in here and cash, grab whatever they can after spending years abusing mom.
• 36:27
  Role Play 2: And I, I don't want to stand for it, but I'm being told I have to.
• 36:32
  Role Play 2: So I think you can appreciate, I don't really give a damn about the hospital bed in, in, in, in, in the living room right now.
• 36:39
  Role Play 2: It's not what's top of mind for me.
• 36:41
  Role Play 2: I'm trying to figure out if I even want to do this, if it's all just going to be spread around, why not let somebody else do this?
• 36:49
  Role Play 2: You know, because your mom trusted you.
• 36:52
  Role Play 2: That's why she trusted you.
• 36:54
  Role Play 2: Right.
• 36:55
  Role Play 2: And you are not alone.
• 36:56
  Role Play 2: You have to, you can, you have to remember, you're not alone.
• 36:59
  Role Play 2: I'm calling you because I want to help you.
• 37:01
  Role Play 2: Okay.
• 37:02
  Role Play 2: So I understand you don't have a great relationship with your sisters.
• 37:06
  Role Play 2: We all got family drama, you know?
• 37:09
  Role Play 2: So why don't you allow me to arrange something with your sisters, um, for us to have a call and talk about it, what we can do, right.
• 37:23
  Role Play 2: To get us all on the same page.
• 37:25
  Role Play 2: Cause that's what we all want.
• 37:26
  Role Play 2: We all want to be on the same page so that we can move forward.
• 37:30
  Role Play 2: So to be difficult to move forward, if everyone can't get aligned, you understand what I'm saying?
• 37:36
  Role Play 2: Yeah.
• 37:36
  Role Play 2: All too.
• 37:36
  Role Play 2: Well, yeah.
• 37:39
  Role Play 2: We're going to face back in this place, you know, and, and I don't want us to stay, so we need to move to step two.
• 37:45
  Role Play 2: We're still in step one.
• 37:46
  Role Play 2: Okay.
• 37:47
  Role Play 2: So how about it?
• 37:49
  Role Play 2: You got enough going on?
• 37:51
  Role Play 2: Why don't you give me the names of your sister with whatever contact information you have for them.
• 37:58
  Role Play 2: Okay.
• 38:00
  Role Play 2: And I will give them a call and see, um, if we can all get together.
• 38:07
  Role Play 2: Um, right now, first name is Ima middle initial B, last name, arch.
• 38:15
  Role Play 2: Okay.
• 38:16
  Role Play 2: Did you not?
• 38:17
  Role Play 2: I'm a B arch.
• 38:19
  Role Play 2: What's the phone number?
• 38:21
  Role Play 2: Five five five four four four, four.
• 38:25
  Role Play 2: Easy enough.
• 38:25
  Role Play 2: Okay.
• 38:26
  Role Play 2: And your other sister?
• 38:28
  Role Play 2: Selma middle initial N Louise.
• 38:32
  Role Play 2: Okay.
• 38:33
  Role Play 2: And it's five, five, five cliff.
• 38:36
  Role Play 2: Okay.
• 38:37
  Role Play 2: So I have that, um, I thought you told me that one more sibling.
• 38:42
  Role Play 2: I have a brother.
• 38:44
  Role Play 2: Okay.
• 38:45
  Role Play 2: And, um, you're on good terms with him.
• 38:48
  Role Play 2: Yeah.
• 38:48
  Role Play 2: He lives here in town and we see each other at least once a month.
• 38:53
  Role Play 2: Perfect.
• 38:54
  Role Play 2: So what made me have way you call your brother out, get your sisters on the line.
• 39:01
  Role Play 2: Um, and then I'm going to schedule for us to sit down and have a conversation because we're going to move this process forward.
• 39:08
  Role Play 2: Um, What is a good time for you on Friday?
• 39:13
  Role Play 2: That's a busy day for me.
• 39:15
  Role Play 2: Okay.
• 39:16
  Role Play 2: But I do have an opening right at about five 15.
• 39:21
  Role Play 2: You good with that?
• 39:22
  Role Play 2: Uh, depending on traffic, I mean, we, we get off at five.
• 39:26
  Role Play 2: Um, I mean, where do you want to meet at the house?
• 39:29
  Role Play 2: So are your sisters actually here in town now?
• 39:34
  Role Play 2: I quite honestly don't know where they are.
• 39:37
  Role Play 2: Okay.
• 39:37
  Role Play 2: Well then let's start with, um, do you, are you pretty good with the internet?
• 39:45
  Role Play 2: Oh, I think I know my way around.
• 39:47
  Role Play 2: Okay.
• 39:49
  Role Play 2: Well here's what we'll do.
• 39:50
  Role Play 2: There's a Panera bread on Thompson Boulevard.
• 39:55
  Role Play 2: Is that close to you?
• 39:57
  Role Play 2: Yeah, it's 20 minutes away.
• 39:58
  Role Play 2: I could make it there.
• 40:00
  Role Play 2: I mean, if we do five 30, I could make that.
• 40:02
  Role Play 2: I think I can work out five 30, so five 30.
• 40:05
  Role Play 2: It is meet me there.
• 40:06
  Role Play 2: What I'll do is I'll get in contact with your sisters.
• 40:09
  Role Play 2: Hopefully we can pull them up on a zoom call.
• 40:12
  Role Play 2: If not, we'll just do it the old traditional way and do a three way call, tell your brother and meet us there.
• 40:21
  Role Play 2: And we are about to get the wheels rolling.
• 40:25
  Role Play 2: You ready?
• 40:27
  Role Play 2: How about to get what the wheels, Rolling, the wheels, the wheels rolling going.
• 40:33
  Role Play 2: Yo, I do fine.
• 40:35
  Role Play 2: Don't worry about it.
• 40:36
  Role Play 2: Just meet me there.
• 40:38
  Role Play 2: I thought you were talking about the will that my mother wrote that nobody wants to validate not the wheel.
• 40:44
  Role Play 2: Oh, it's okay.
• 40:47
  Role Play 2: You'll you'll learn to accept my sense of humor.
• 40:50
  Role Play 2: Um, all right, Ken.
• 40:53
  Role Play 2: Well, thank you for taking my call today.
• 40:55
  Role Play 2: I am.
• 40:56
  Role Play 2: Um, I'm looking forward to the actually getting to meet you and your brother in person and, um, and moving us forward in the process.
• 41:06
  Role Play 2 Breakdown: Okay.
• 41:08
  Role Play 2 Breakdown: Okay.
• 41:09
  Role Play 2 Breakdown: Alright.
• 41:10
  Role Play 2 Breakdown: Well, just know I have you covered, I got your back.
• 41:13
  Role Play 2 Breakdown: So when we get off the phone, don't worry about anything.
• 41:16
  Role Play 2 Breakdown: Okay.
• 41:18
  Role Play 2 Breakdown: Right.
• 41:19
  Role Play 2 Breakdown: Alright, good.
• 41:20
  Role Play 2 Breakdown: Keith CSO.
• 41:23
  Role Play 2 Breakdown: Alright, so what's your objective in that appointment?
• 41:27
  Role Play 2 Breakdown: What do you do to prepare?
• 41:29
  Role Play 2 Breakdown: So what I would do is I would call an attorney, right.
• 41:36
  Role Play 2 Breakdown: And, um, make sure that they are ready to answer questions.
• 41:42
  Role Play 2 Breakdown: In the event that I need to call them on Friday as well.
• 41:45
  Role Play 2 Breakdown: Um, I'd also check to take on the vacant home insurance situation, um, and be ready to just find out like what it is they want to do.
• 41:59
  Role Play 2 Breakdown: You know, even if.
• 42:01
  Role Play 2 Breakdown: In all honesty, even if they don't want to sell it, that doesn't bother me because I just want to learn this process.
• 42:08
  Role Play 2 Breakdown: Oh no, no, no.
• 42:08
  Role Play 2 Breakdown: That's clear.
• 42:09
  Role Play 2 Breakdown: And it is clear that you're intents.
• 42:11
  Role Play 2 Breakdown: Good.
• 42:12
  Role Play 2 Breakdown: But the way I feel like the way my character feels at the end of that phone call is why the hell am I meeting her?
• 42:19
  Role Play 2 Breakdown: I threw you some slow pitches.
• 42:21
  Role Play 2 Breakdown: I showed you my mental distress over having to deal with knowing that my mother wrote the will.
• 42:28
  Role Play 2 Breakdown: I watched her do it.
• 42:29
  Role Play 2 Breakdown: It's yeah.
• 42:29
  Role Play 2 Breakdown: And her handwriting.
• 42:30
  Role Play 2 Breakdown: And because she didn't know enough to get it notarized.
• 42:33
  Role Play 2 Breakdown: Now I'm being told by a government.
• 42:36
  Role Play 2 Breakdown: That I have to do.
• 42:37
  Role Play 2 Breakdown: I have to give it to the sisters that don't in my, in my perception don't deserve it.
• 42:43
  Role Play 2 Breakdown: And you you're like, listen, just you're taking care of let's move on.
• 42:48
  Role Play 2 Breakdown: And, you know, we moved on without me, quite frankly.
• 42:51
  Role Play 2 Breakdown: And what I would, the way I would have dealt with that is I would have, I would have taken the whole big conversation and focused it on that one thing that was causing him so much pain at that point.
• 43:02
  Role Play 2 Breakdown: Cause he's not listening to anything else.
• 43:04
  Role Play 2 Breakdown: Right.
• 43:04
  Role Play 2 Breakdown: He's he's in an emotional loop of distress and that's where he stuck.
• 43:09
  Role Play 2 Breakdown: So you need to deal with this one domino at a time, if you go to Panera bread, the brother shows up those two, get along.
• 43:15
  Role Play 2 Breakdown: You put the sisters on a zoom call.
• 43:16
  Role Play 2 Breakdown: You're very likely to inflame and old family conflict and make their situation worse.
• 43:23
  Role Play 2 Breakdown: So my advice would be make backtrack.
• 43:27
  Role Play 2 Breakdown: Finding an attorney.
• 43:27
  Role Play 2 Breakdown: And I would go find a different attorney.
• 43:29
  Role Play 2 Breakdown: If this attorney had a week to reach out to a qualified referral, the hell with him, go find another one because that's not the right partner for your team.
• 43:38
  Role Play 2 Breakdown: You're holding yourself to yourself to a high standard.
• 43:42
  Role Play 2 Breakdown: And you, you want to provide a high standard of service and you want to help.
• 43:45
  Role Play 2 Breakdown: That's clear that attorney isn't a good fit for you.
• 43:48
  Role Play 2 Breakdown: So go find another one.
• 43:51
  Role Play 2 Breakdown: That can meet and set the appointment at the attorney's office and say, you know what?
• 43:55
  Role Play 2 Breakdown: I can, there's a lot of things we need to talk about, but right now, I think there's only, only, um, one.
• 44:03
  Role Play 2 Breakdown: I'm not, not going to give you some more to think about what's the vacant insurance you kept saying, we're going to look into that.
• 44:09
  Role Play 2 Breakdown: We're going to put it on the list.
• 44:11
  Role Play 2 Breakdown: He already has an all list.
• 44:12
  Role Play 2 Breakdown: That's overwhelming.
• 44:13
  Role Play 2 Breakdown: I mean, you just put one more thing on it.
• 44:15
  Role Play 2 Breakdown: You need to hand them the solution.
• 44:17
  Role Play 2 Breakdown: And use the, you know, what can I do?
• 44:19
  Role Play 2 Breakdown: I didn't even write this down last time, property address so I can look up the tax record.
• 44:23
  Role Play 2 Breakdown: I'm going to go ahead and get you proper insurance before the sunsets this afternoon.
• 44:28
  Role Play 2 Breakdown: Okay.
• 44:28
  Role Play 2 Breakdown: Okay.
• 44:29
  Role Play 2 Breakdown: And get the property address, pull the tax card, go to the insurance broker.
• 44:33
  Role Play 2 Breakdown: I have him quoted through a couple of different companies and then follow up and, and have that agent call him within the hour.
• 44:41
  Role Play 2 Breakdown: And then he feels like he knows what you're doing to help because he has evidence, right?
• 44:46
  Role Play 2 Breakdown: You already you've already helped him in the first conversation.
• 44:50
  Role Play 2 Breakdown: The number two priority would be getting him in front of an attorney.
• 44:54
  Role Play 2 Breakdown: So a legal professional and explained to him why the will is.
• 44:57
  Role Play 2 Breakdown: Not valid and why he subject to state succession law.
• 45:02
  Role Play 2 Breakdown: And he's going to have to accept that before he can move forward.
• 45:04
  Role Play 2 Breakdown: He's not unacceptance yet.
• 45:06
  Role Play 2 Breakdown: He's in anger or denial.
• 45:07
  Role Play 2 Breakdown: And that's what I was showing you before you finish.
• 45:11
  Role Play 2 Breakdown: Let me, let me, maybe I didn't clarify this the internet.
• 45:14
  Role Play 2 Breakdown: So the attorney that I talked to did call him back, right?
• 45:18
  Role Play 2 Breakdown: Um, he hits the admitted documents to him and he, the client, right.
• 45:27
  Role Play 2 Breakdown: He was, uh, he hadn't received a call back since he had, um, sent the documents over, but it had only been like a day and a half.
• 45:36
  Role Play 2 Breakdown: Right.
• 45:38
  Role Play 2 Breakdown: So I don't sit then.
• 45:41
  Role Play 2 Breakdown: I don't know if they've communicated again, because when I called back, he didn't answer.
• 45:47
  Role Play 2 Breakdown: Okay.
• 45:48
  Role Play 2 Breakdown: Either way.
• 45:48
  Role Play 2 Breakdown: The only thing that changes, what, what I've pieced together about the situation, my guess is that that person is stuck in that loop of, this is what my mom wanted.
• 46:00
  Role Play 2 Breakdown: This is what I'm being told otherwise.
• 46:02
  Role Play 2 Breakdown: And, and until you can get him to a level of acceptance, it's unlikely that that Will's going to be validated.
• 46:08
  Role Play 2 Breakdown: It probably was not validated because it was not notarized.
• 46:12
  Role Play 2 Breakdown: I'm working off of the assumption that no, my best here, but.
• 46:16
  Role Play 2 Breakdown: My assumption is that he's probably in that loop and he's pissed off or he's in denial and he doesn't know, he's not ready to take the first step because he's not sure which direction he's even going in.
• 46:27
  Role Play 2 Breakdown: He doesn't know where his bearing is heading is right.
• 46:30
  Role Play 2 Breakdown: One heading is the last will and Testament.
• 46:32
  Role Play 2 Breakdown: The other heading is state succession law.
• 46:35
  Role Play 2 Breakdown: So.
• 46:35
  Role Play 2 Breakdown: I want to get him over that mental barrier and whether the will becomes valid or not.
• 46:41
  Role Play 2 Breakdown: I need him to accept the outcome of that.
• 46:44
  Role Play 2 Breakdown: And I need the attorney to do that because I can't do that as a, without a boat, without, you know, without, without being an attorney.
• 46:52
  Role Play 2 Breakdown: So where I would have moved him was I'd get vacant insurance immediately.
• 46:57
  Role Play 2 Breakdown: And then I would move.
• 46:58
  Role Play 2 Breakdown: I would say, you know what?
• 46:59
  Role Play 2 Breakdown: Listen, I'm going to call the attorney, um, and speak with their office.
• 47:03
  Role Play 2 Breakdown: Let's see where we are.
• 47:04
  Role Play 2 Breakdown: And when you could expect to hear back from them, um, if possible, I'd like to make that a three way call or an in person meeting.
• 47:13
  Role Play 2 Breakdown: So what does your, what would be a good time of day to actually meet.
• 47:17
  Role Play 2 Breakdown: With, with the attorney.
• 47:20
  Role Play 2 Breakdown: And I would find like getting a general idea of his schedule, make contact with the attorney's office office.
• 47:25
  Role Play 2 Breakdown: And because you're saying I'm going to be here holding your hand.
• 47:30
  Role Play 2 Breakdown: So show him right at, show him right now.
• 47:33
  Role Play 2 Breakdown: How do you hold his hand today during this phone call?
• 47:36
  Role Play 2 Breakdown: Um, you know, because when somebody is distressed like that, like they're not hearing everything you're saying.
• 47:43
  Role Play 2 Breakdown: You're pouring your soul out, but he's stuck.
• 47:45
  Role Play 2 Breakdown: He's stuck back in the beginning of the conversation.
• 47:48
  Role Play 2 Breakdown: So anyways, that was the character I was showing you.
• 47:50
  Role Play 2 Breakdown: And, and the way I would have dealt with that, that scenario, um, things you do there, you heard us, have you heard me talk about the exercise of like column a, all the problems, column B all the solutions.
• 48:04
  Role Play 2 Breakdown: No, I have it.
• 48:05
  Role Play 2 Breakdown: Okay.
• 48:05
  Role Play 2 Breakdown: Also an exercise we've talked about in the last couple of, I think it was on the last role play, call it.
• 48:11
  Role Play 2 Breakdown: It really helped you understand what value you can provide.
• 48:15
  Role Play 2 Breakdown: So open up a claim, spreadsheet, column a what problems could they have column B, what solutions could I bring?
• 48:24
  Role Play 2 Breakdown: And it completely exhaust your imagination.
• 48:27
  Role Play 2 Breakdown: Sibling rivalries, um, a strange family members, dead family members of hold over tenants or squatters in the house, you know, homes in disrepair, you name it any, no matter how small any and every little solution.
• 48:43
  Role Play 2 Breakdown: Okay.
• 48:43
  Role Play 2 Breakdown: And then in the other column say, here's how I deal with that.
• 48:46
  Role Play 2 Breakdown: Here's who helps me.
• 48:47
  Role Play 2 Breakdown: Or maybe there's even a third column, like what I can do, what my team can do, but that extra will really help you get into, into, uh, uh, an empathetic mindset of what they could be going through.
• 49:00
  Role Play 2 Breakdown: And it will force you to kind of premeditate your solution.
• 49:03
  Role Play 2 Breakdown: So you'll be quicker on your toes.
• 49:05
  Role Play 2 Breakdown: And it it's, it's the best exercise I've come up with short of experience.
• 49:10
  Role Play 2 Breakdown: And I went out there and fell on my face and felt like, felt ignorant.
• 49:14
  Role Play 2 Breakdown: Like I was warning you not to in the beginning of this.
• 49:17
  Role Play 2 Breakdown: Um, and I know how that feels.
• 49:18
  Role Play 2 Breakdown: That's why I was so passionately.
• 49:20
  Role Play 2 Breakdown: Making sure you, you.
• 49:22
  Role Play 2 Breakdown: Understood.
• 49:22
  Role Play 2 Breakdown: It like, kind of, it's a learning, it helps you beat a lot curve, so you can kind of gain experience through imagination and visualization versus having to go out there and fall on your face.
• 49:34
  Role Play 2 Breakdown: So just think about every little scenario that could possibly come up, how you would deal with it.
• 49:39
  Role Play 2 Breakdown: And then the next time you find yourself in a conversation like this, instead of saying, you know what, we're going to look into that you're going to be like, here's the deal.
• 49:44
  Role Play 2 Breakdown: Here's how we, here's how we address these situations.
• 49:48
  Role Play 2 Breakdown: And even if you've never done it, you'll have an idea of what you're going to do, what you can do, what you're capable of.
• 49:54
  Role Play 2 Breakdown: And Ashley, I, I just, I just wanted to say you remarked that you get nervous on the calls.
• 50:00
  Role Play 2 Breakdown: Will you just get that in front of almost a hundred people and you did not sound the slightest bit nervous to me, not at all your, I think your empathy and your sincerity came through.
• 50:11
  Role Play 2 Breakdown: So clearly I can't imagine there's ever any reason for you to be nervous and you certainly certainly didn't come across nervous.
• 50:18
  Role Play 2 Breakdown: He came across as very, very confident to me.
• 50:22
  Role Play 2 Breakdown: Yeah, I agree.
• 50:23
  Role Play 2 Breakdown: You took kind of the, a matriarchal role.
• 50:26
  Role Play 2 Breakdown: They're almost like you, you kinda comforted me and became, you said, come on, I'm going to leave you.
• 50:34
  Role Play 2 Breakdown: I'm going to hold your hand.
• 50:35
  Role Play 2 Breakdown: You're going to get through this.
• 50:36
  Role Play 2 Breakdown: Like you are the opposite of what you're afraid of.
• 50:40
  Role Play 2 Breakdown: And what I loved also the, I actually, I loved it right away.
• 50:44
  Role Play 2 Breakdown: It was, we in us, it wasn't, here's what Ashley's going to do for him.
• 50:48
  Role Play 2 Breakdown: It was we and us.
• 50:49
  Role Play 2 Breakdown: You sort of, even though you may have left him behind a little bit, in some regards, it, you still took him along and you, you just right away kind of, kind of bonded with them in the conversation.
• 51:00
  Role Play 2 Breakdown: So you're, you're doing, you're doing an awful lot, right?
• 51:03
  Role Play 2 Breakdown: Man.
• 51:03
  Role Play 2 Breakdown: Don't ever feel nervous or insecure.
• 51:05
  Role Play 2 Breakdown: I think you're going to be very good at this.
• 51:06
  Role Play 2 Breakdown: Okay, thank you very much.
• 51:08
  Role Play 2 Breakdown: And if you need help on, on that specific deal, like please call us and we'll set up a one on one call with you and get all of the details and help, you know, once you know the facts, we can help you steer that one if you need it.
• 51:24
  Role Play 2 Breakdown: Perfect.
• 51:24
  Role Play 2 Breakdown: Sounds great.
• 51:25
  Role Play 2 Breakdown: Thank you guys, right.
• 51:28
  Role Play 2 Breakdown: I know Chad has to go, but actually I just want to give you a couple of very, very quick pointers when someone is, um, you can tell someone's stuck in a loop.
• 51:37
  Role Play 2 Breakdown: Um, if you want to be heard and want to build a little bit more rapport so that they will listen to you as you start to lead them, um, a little deeper in that so that you can truly understand, we don't want them camped out in that pain, but you do want to build rapport.
• 51:51
  Role Play 2 Breakdown: And so.
• 51:52
  Role Play 2 Breakdown: Uh, statements, like, tell me a little bit more about that.
• 51:55
  Role Play 2 Breakdown: And how long has this been a problem?
• 51:57
  Role Play 2 Breakdown: Um, what have you tried to do about this, those questions?
• 52:01
  Role Play 2 Breakdown: Just take them deeper into rapport with you and give you a greater understanding of their situation and you'll have a clear path leading out.
• 52:10
  Role Play 2 Breakdown: Got you.
• 52:11
  Role Play 2 Breakdown: Okay.
• 52:12
  Role Play 2 Breakdown: Thank you very much.
• 52:14
  Role Play 2 Breakdown: All right.
• 52:15
  Role Play 2 Breakdown: Thank you.
• 52:15
  Jim Sullivan: All right.
• 52:16
  Jim Sullivan: Thank you.
• 52:17
  Jim Sullivan: Alright.
• 52:18
  Jim Sullivan: Alright guys, at other great call, we had, you know, less participation, but we got, we really dug in there.
• 52:24
  Jim Sullivan: I want to take all a hundred of you that showed up today.
• 52:27
  Jim Sullivan: I want to challenge each of you.
• 52:28
  Jim Sullivan: Take one, thought one idea.
• 52:31
  Jim Sullivan: One thing that inspired you on this call.
• 52:34
  Jim Sullivan: Go out and put it into practice and come back tomorrow at one o'clock Eastern and share your results with the group.
• 52:39
  Jim Sullivan: Thank you so much, guys.
• 52:41
  Jim Sullivan: Make it a great day.
• 52:42
  Jim Sullivan: Stay productive.
• 52:43
  Jim Sullivan: Stay healthy.
• 52:44
  Jim Sullivan: We'll talk to you tomorrow.
• 52:45
  Jim Sullivan: Take care.