How to overcome the fear of calling prospects

Many seasoned agents learn how to get over their fear of calling prospects because they know that calling these folks is one of the most important steps they can take in their client-acquisition efforts. But this is not a task for the faint-hearted. It often requires a focused and positive mindset, learning how to accept rejection, and perseverance. Two industry professionals, Robert Arzt and Connie Kadansky, recently shared some critical insights on how new and not-so-new agents can overcome call reluctance.

What is call reluctance?

Call reluctance is a complex condition that applies not only to new agents, but also to established ones as well, said Arzt, who is founder and president of Polaris One and InsuranceCoachu.com. In fact, he pointed out, call reluctance crosses all industries in which there’s a need to make a sale.

Simply stated, he added, call reluctance is a form of anxiety that is experienced by sales professionals, causing them to hesitate or avoid making sales calls.

Arzt said that in his coaching experience, he has discovered that there are several root causes of call reluctance, and then elaborated on some of them. How many of us have ever had a bad experience with a salesperson? he asked.

“That negative interaction might make an agent think that he does not want to come across that way,” he said. “This hesitation can lead to procrastination, where it feels safer to do non-revenue-producing activities than to make calls.”

The three most common reasons for call reluctance that Arzt sees in his practice are:

1. The fear of rejection
2. The fear of self-promotion
3. Lack of confidence

Overcoming call reluctance

Arzt then offered the following suggestions that agents can use to help overcome call reluctance:

Belief: “You have to really believe in the value you will be delivering to your prospective
buyer,” he said. According to Ron Willingham’s book, “Integrity Selling for the 21st Century”, selling is a mutual exchange of value. Selling isn’t something you do to people; it’s something you do for and with them. While a strong belief in your value is essential, mindset alone may not be enough.
Many agents still struggle with call reluctance despite knowing that their work is valuable. “That’s why building confidence through knowledge, consistency, and preparation is crucial,” he said.

Confidence: “Become a student of your products and services. The more knowledgeable you become the more confident you will be. Tom Wolfe (a legend in the insurance world) once said, “Knowing that you know that you know, confidence replaces fear.”

Numbers Game: Knowing that there’s light at the end of the tunnel may help to overcome call reluctance. “Instead of seeing rejection as failure, view each ‘no’ as a step toward success. If you know that, on average, one in five calls results in an appointment, then every ‘no’ means you’re statistically closer to a ‘yes.’ This shift in mindset makes persistence easier.”

Consistency: Creating a repeatable schedule of outreach with set times and duration can help to eliminate procrastination. “If you only had to make calls for one hour each day at the same time each day, you get it over with, and can go on to other activities,” he said.

Preparation and practice: “Knowing what you are going to say and being able to say it in a professional way helps to build confidence in yourself and also gives others confidence in you,” he said.

Ultimately, Arzt said, overcoming call reluctance is about taking consistent action. “The more you engage in outreach, the more natural it becomes—turning hesitation into confidence,” he said.

Strategies for new agents

Sales Call Reluctance™ is the emotional hesitation to proactively prospect and self-promote, said Kadansky, a sales call reluctance coach who is certified by Positive Intelligence. She teaches negotiation skills for prospecting success. Telephobia is one of the 16 types of Call Reluctance, and is the easiest to overcome for motivated and goal-oriented agents, Kadansky added. “Prospecting is a mindset and an action-oriented skill that can be learned. Sales Call Reluctance isn’t just about fear. It’s about hesitation and avoidance,” she added.

According to Kadansky, agents need to connect prospecting to their bigger “Whys.” “They need to emotionally connect and understand that prospecting is the bridge between where they are and the impact they want to make. Make prospecting about purpose,” she said.

As to why so many new agents experience call reluctance, Kadansky said that they are stepping into unchartered waters and often lack a clear and compelling value proposition that helps them embody their real value. The best value proposition includes a question, such as, “Do you know how people struggle to fully protect their business? I help business owners get protected against unexpected risks and liabilities.” Agents need to master their value proposition through practice and role-play, she added.

Why agents struggle

New agents struggle because they are often at war with their own minds. Their inner saboteurs – fear, self-doubt, avoidance--hijack their actions almost every moment of every day. Without mental fitness, they unknowingly sabotage their prospecting activity. “Positive Intelligence™ is not just another mindset hack; it is a foundational practice that rewires the brain for resilience, confidence, and fearless prospecting. When agents build their mental muscles, they silence their saboteurs, activate their executive brain, and consistently act on their business demands. Prospecting becomes second nature,” she said.

Newer agents also struggle to feel credible. They think they need to know everything before they call or show up at an event. (Over-preparer Call Reluctance) “Agents need to know the basics, ask enlightening questions, truly listen and stop talking so much. If a new agent is prospecting among construction business owners, they need to ask Chat GPT about the types of questions the general contractor will ask them and then formulate and practice their answers. “Using AI is a godsend to any agent. Prompt engineering is vital when using AI,” she said.

Newer agents also need to define a niche and consistently show up where their ideal client networks. This exercise puts them front and center in the business world, helps them manage their visibility, and allows them to practice their value proposition. Their confidence will soar, and they will start submitting applications, she said.

In addition, new agents need to hold themselves accountable and be held responsible. “Without accountability, we all default to comfort,” Kadansky said. “Structured, customized coaching and tracking systems keep agents on the road to prosperous prospecting.”

Strategies to change your mindset

Kadansky also offered some useful information that agents can use to change their mindsets. She said that as ladies put on their mascara and lock eyes with themselves in the mirror, they should remind themselves that they are not just getting ready for the day; they are also stepping into their power. “You bring real value to the market, and the world needs what you offer. So, they should own it: “I am a professional lead generator who helps people protect what matters most.”

And as men run that razor across their faces, Kadansky said that they should look into their eyes, step into success, and take a moment to get real with themselves. She added that their future and success start with one powerful mindset shift: “I am a professional lead generator, and my #1 job is to help people secure their financial future.”

Kadansky shared examples of the mindset that should be embodied to help agents attain the right mindset. The examples include:

• I am a professional lead generator who protects families from financial devastation with the right insurance solutions.
• I am a professional lead generator who ensures businesses stay protected against unexpected risks and liabilities.
• I am a professional lead generator who gives my clients peace of mind, knowing their loved ones are financially secure.
• I am a professional lead generator who safeguards homes, vehicles, and businesses from life’s uncertainties.
• I am a professional lead generator who helps individuals and businesses navigate the complex world of insurance with confidence.
• I am a professional lead generator who ensures that my clients never have to ask, ‘What if I had been better prepared?’
• I am a professional lead generator who turns protection into empowerment, giving my clients control over their financial future.
• I am a professional lead generator who provides solutions, not just policies, ensuring long-term security for those I serve.
• I am a professional lead generator who makes insurance simple, accessible, and valuable for every client.
• I am a professional lead generator who prevents financial hardship by making sure my clients are covered before they need it.
• I am a professional lead generator who helps business owners protect what they’ve worked so hard to build.
• I am a professional lead generator who provides health insurance solutions that remove financial stress during medical crises.
• I am a professional lead generator who ensures disability insurance keeps families financially stable when the unexpected happens.
• I am a professional lead generator who prepares my clients for retirement by protecting their wealth and health.
• I am a professional lead generator who gives clients the confidence to live their lives fully, knowing they are protected.
• I am a professional lead generator who helps clients make the best decisions today for a secure tomorrow.
• I am a professional lead generator who understands that insurance isn’t just about policies—it’s about protecting dreams.
• I am a professional lead generator who brings financial security to families, businesses, and communities through education and guidance.
• I am a professional lead generator who helps clients see insurance as an investment in their future, not just an expense.
• I am a professional lead generator who ensures that no client faces a crisis without the right financial protection in place.

Kadansky added that sales call reluctance  is a learned behavior, and it can become unlearned.

“You can stop sabotaging your success by adopting the prospecting mindset, using neuroscientifically proven techniques to Master Your Thoughts around client acquisition, and using negotiation techniques while prospecting,” she said.

“Anytime anyone has an “I want, or an I need,” it is a negotiation. The prospect is your counterpart, not your adversary. Implementing negotiation skills helps agents stop talking so much; prospecting becomes more of a pull than a push.”

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