Purpose
Lead Strategy
A structured, multi-channel approach for re-engaging prospects based on lead age — transitioning outreach from transactional follow-ups to a value-driven, supportive model with clear exit points.
Support First
We are calling to support, not to close. Every touchpoint should feel helpful, not transactional.
Value-Driven
Lead with what the customer gains, not what they owe. Highlight plan benefits at every stage.
Clear Exit Points
Defined stages prevent pipeline clutter and protect the customer's experience.
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Outreach Overview
5-Stage Strategy & Contact Flow
Every lead moves through five timed stages — 11 total touches across the full cycle.
PRE SMS
CALL
POST SMS
EMAIL
Opening & discovery, plus purchase email
Stage 2
Days 3–5
2 touches
CALL
SMS
Pivot to program value — nutrition, fitness, clinician access
Stage 3
Days 5–7
2 touches
VOICEMAIL
SMS
Re-spark the prospect's personal health goals
Stage 4
Days 15–21
2 touches
VOICEMAIL
SMS
Low-pressure check-in, acknowledging the time gap
SMS
Permission-to-close: respectful sign-off
Total touchpoints across all stages
11
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Stage 1 | Day 1 Contact Flow
Opening: Warm, Non-Accusatory Support
Highlight Wording
- I saw you started getting set up…
- I'm your person today…
- Whatever made you pause, we can walk through it together
Sample Opening
"Hi [Name], this is [Your Name] from FuturHealth. I saw you started getting set up, and I just wanted to connect and see how I can support you. I'm your person today — whatever made you pause, we can walk through it together."
💡Pro-Tip
We are calling to support, not to close. Tone determines trust in the first 10 seconds — lead with warmth before anything else.
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Stage 1 | Day 1 Contact Flow
Discovery: Understand the Real Blocker
Highlight Wording
- What made you pause during sign-up?
- Was there a step that didn't feel right?
- Did anything come up that made you hesitate?
- What would make this feel more comfortable?
Sample Discovery
"Thanks for sharing, [Name]. What part felt most uncertain?"
"It sounds like you just want to feel confident before moving forward — is that right?"
"What would help this feel like a clearer next step?"
💡Pro-Tip
The first reason a customer gives is rarely the real reason. Ask a follow-up question before moving to value.
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Stage 1 | Day 1 Contact Flow
Value & Conversion
Value: Connect to the Customer's Goals
"This membership gives you ongoing support — weekly meal plans, exercise and hydration tracking, plus telehealth support. You're not figuring things out alone."
Conversion: Soft, Supported Close
- "Would you like to continue together?"
- "I can stay with you while you finish."
- "We can wrap it up now if that works for you."
💡Pro-Tip
Conversion is an invitation, not a push. Patience inspires more action than urgency — always let the customer lead the pace.
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Stage 2 | Days 3–5
Value Pivot
Pivot from checkout friction to program value. Highlight Nutrition, Fitness, and Clinician Access. No voicemail on calls.
Contact Flow
1
CALL — No Voicemail
Initiate outbound call. If no answer, hang up — do not leave a message.
↓
2
SMS — Value Message
Send plan value message referencing nutrition, workouts, and clinician access.
Sample SMS
"Hi [Name], beyond the medication your plan also includes workouts and meal plans designed to make your results last. I'd love to walk you through everything when you're ready — [Calendly Link]"
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Outbound Call Flow
Stage 3
Days 5–7 · Re-Spark Interest
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Stage 3 | Days 5–7
Re-Spark Interest
Reconnect with the customer's personal health goals. Shift focus from the plan to their outcomes. Address unresolved blockers.
Contact Flow
1
VOICEMAIL — Plan Benefits
Leave a brief voicemail highlighting what's included in their plan.
↓
2
SMS — Personal Goal Question
Follow up 2 hours later with a question about their health goal.
Sample Voicemail
"Hi [Name], I wanted to make sure you have access to everything your plan includes — a workout series and meal plans beyond just the medication. Give me a call back at [Sales Number]."
Sample SMS
"Hi [Name], quick question: What's the biggest change you're hoping to see once you reach your health goals? Feel free to call or text: [Sales Number]"
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Outbound Call Flow
Stage 4
Days 15–21 · Low-Pressure Check-In
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Stage 4 | Days 15–21
Low-Pressure Check-In
Acknowledge the time gap empathetically. Offer flexible options. No pressure — leave the door open for re-engagement.
Contact Flow
1
VOICEMAIL — Empathetic Check-In
Acknowledge the time gap. Keep tone warm — never accusatory.
↓
2
SMS — Flexible Options
Send follow-up offering to adjust if something didn't feel like the right fit.
Sample Voicemail
"Hi [Name], I know timing doesn't always work out — totally understandable! If you're still thinking about your health goals, I'd love to find something that fits where you are right now."
Sample SMS
"Hi [Name], reaching out one more time in case the timing is better now. If something didn't feel like the right fit, I can work with you to adjust it. Give us a call: [Sales Number]"
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Outbound Call Flow
Stage 5
Day 22+ · Permission to Close
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Stage 5 | Day 22+
Permission to Close
One final, respectful outreach. If there's no response, the lead is marked Inactive and removed from the active pipeline. No rebuttals — honor the exit.
Contact Flow
1
SMS — Permission to Close
Send a respectful closing message. Leave the door open without pressure.
What Happens After
- Lead automatically marked Inactive at Day 22
- Removed from active lead lists and queue
- Added to Inactive Leads tab in sales files
Sample SMS
"Hi [Name], since I haven't heard back, I'll close out your file so you don't receive further check-ins. If you ever want to revisit your options, we'd love to hear from you!"
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Card Decline | Overview & Opening
Purpose & Opening
Remove friction — not push a sale. Help customers understand what happened and walk them through next steps. Success = quality conversations and clear communication, not just conversions.
Opening Principles
- Frame the decline as a system snag — never a customer error
- Lead with empathy, not urgency
- Confirm you're speaking with the right person
- Make the call feel helpful, not transactional
Sample Opening
"Hi [Name], I'm [Your Name] from FuturHealth. I noticed your payment didn't go through when you were getting started — I just wanted to check in and make sure you didn't run into any technical issues. I'm happy to walk you through the next steps whenever you'd like."
We are not calling to collect — we are calling to support. Calm, helpful energy from the first word.
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Card Decline | Discovery & Value
Understand the Real Blocker
Discovery Questions
- "I'd love to understand what gave you pause at that final step."
- "Was it the payment itself, or something about the plan you wanted to review?"
- "What would make this feel like a clear yes for you?"
- "That makes total sense — a lot of people feel that way."
Value — Match to Their Blocker
Price concern
"This plan gives you [benefit] — which can actually save money compared to other options."
Confusion
"Let me break it down in a really simple way — my goal is for you to feel fully clear before you decide."
Trust / hesitation
"You deserve to feel confident. Let me explain exactly what happens next so there are no surprises."
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Card Decline | Conversion
Resume & Soft Close
Resuming the Funnel
- Guide them back to the same device & browser they started with
- "We're just picking up where you left off — nothing new, just finishing what you already started."
- Never say "the system only allows…" — use continuity language always
Soft Close Scripts
- "Would you like to try the payment again together?"
- "I can stay on the line with you while you complete it."
- "Would it help if I walked you through it step by step right now?"
If they say YES
"Great — I'll stay with you while we complete this step by step."
If they say NO
"Totally okay. If anything changes, we're here." No rebuttals. Clean close.
💡Pro-Tip
Never ask for a full card number out loud. Guide through secure checkout only. Respect customer autonomy — always.
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Card Decline | SMS Outreach
SMS Templates
Template 1 — Declined Payment
Hi [Name], it's [Your Name] from FuturHealth. I noticed your activation didn't quite go through — don't worry, it's usually a quick fix! Once it's resolved, I'd love to help you get back on track toward your health goals. I'm here if you need anything.
Template 2 — Declined Payment (Follow-Up)
Hi [Name], [Your Name] here from FuturHealth. You've already taken the first step — let's make sure nothing stops you now. There was a small snag with the payment, but once you verify it with your bank, you'll be ready to unlock your plan. Happy to walk you through it!
Template 3 — Unresponsive Lead
Hi [Name], this is [Your Name] from FuturHealth. I'm checking in to see if you have any questions or if there's anything I can clarify to help you get started. No pressure — just here to help whenever you're ready.
💡Pro-Tip
Focus on support and solutions — not direct sales. A helpful, human tone drives higher open rates and more responses.
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Thank
you.
FuturHealth | Sales Strategy | 2026
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