MODULE 2 | C.A.R.E. CONVERSATION FRAMEWORK
Stage 2 | Conversation Qualification
Discover. Don't convince.
FOUNDER VIDEO 2 | C.A.R.E. CONVERSATION FRAMEWORK
PURPOSE OF THIS MODULE
Module 1 established the mindset: enter the conversation wanting to understand rather than convince.
Now we need a simple framework that helps you turn that mindset into a natural conversation.
C.A.R.E. gives you that framework.
It is not a script.
It is not a list of questions you have to ask in a particular order.
It is a way to remember what a good Claim My Legacy conversation should accomplish.
C.A.R.E.
C | CONNECT & DISARM
Be human. Begin naturally. Reduce the feeling that the person is being sold.
You do not need a clever opening.
You do not need to immediately explain Claim My Legacy.
And you do not need to start talking about estate planning documents.
Connect with the person first.
Create a conversation in which they feel comfortable participating.
CONNECTION COMES BEFORE DISCOVERY.
A natural conversation gives you permission to learn more.
A | ASK & DISCOVER
Use open questions to understand concerns, goals, family dynamics and what matters to the family.
Do not ask questions simply because they are next on a list.
Ask because you want to understand.
Listen to the answer.
Then let the answer help determine your next question.
ASK. LISTEN. FOLLOW THEIR ANSWER.
We will develop discovery questions much more deeply in Module 3.
R | RELATE WITH A STORY
Use one short, truthful and relevant story when it helps make an idea understandable.
A story should help the family understand something that may otherwise feel abstract.
It should never be used to frighten someone into action.
And the story should not become the center of the conversation.
ONE STORY. ONE POINT. BACK TO THE FAMILY.
We will develop storytelling specifically in Module 5.
ACA-120 requires stories to be short, truthful and relevant and specifically says not to use them to frighten.
E | ENCOURAGE THE STEP
Offer the next appropriate action and leave the decision with the family.
Not every conversation has the same next step.
Sometimes it may be a Family Legacy Review™.
Sometimes another family member should be involved.
Sometimes a question needs professional review.
Sometimes the person simply needs more time.
Your responsibility is to help make the appropriate next step clear.
THE NEXT STEP IS AN INVITATION, NOT PRESSURE.
The decision remains with the family.
C.A.R.E. IS NOT A SCRIPT
A real conversation may not move neatly from C to A to R to E.
Someone may tell you something important while you are connecting.
You may need to clarify something before telling a story.
You may discover that no story is necessary at all.
You may think you are ready to encourage a next step and then realize there is something else you need to understand.
That is okay.
USE THE FRAMEWORK TO GUIDE YOUR THINKING, NOT CONTROL THE FAMILY.
This is important because the qualification standard is behavioral. ACA-120 expects Specialists to connect naturally, ask before explaining, listen for meaning, preserve genuine choice and create an appropriate next step.
PRACTICE C.A.R.E. IN PIECES
Do not try to master the entire conversation at once.
The ACA-120 curriculum deliberately breaks the framework into micro-practice:
PRACTICE C
Start a natural 30-second conversation without mentioning a product.
PRACTICE C + A
Connect and ask two discovery questions. Do not tell a story yet.
PRACTICE A + R
Listen to one concern and choose one relevant story.
PRACTICE E
Offer a Family Legacy Review™ or another appropriate next step without pressure.
CONNECT WITH THE PERSON.
ASK TO UNDERSTAND.
RELATE WHEN IT HELPS.
ENCOURAGE THE APPROPRIATE NEXT STEP.
DON'T TRY TO SOUND LIKE SOMEONE ELSE
C.A.R.E. should not make every Legacy Specialist sound the same.
One person may connect differently than another.
Your questions should respond to the family in front of you.
Your stories should sound natural when you tell them.
And your invitation to a next step should sound like something you would actually say.
LEARN THE FRAMEWORK. THEN SOUND LIKE YOURSELF.
That's especially important before we enter Modules 3 through 8, where each of these conversation skills gets developed more deeply.
PREPARE TO PRACTICE
Complete the C.A.R.E. Micro-Practice activities in your ACA-120 Conversation Curriculum materials.
Do not judge yourself only on whether you remembered the letters.
Pay attention to whether the conversation felt natural and whether you were actually listening.
YOU SHOULD BE PREPARING TO:
- Explain what each part of C.A.R.E. accomplishes.
- Connect naturally without immediately introducing a product.
- Ask questions because you want to understand.
- Use a story only when it helps.
- Encourage an appropriate next step without pressure.
- Leave the decision with the family.
- Use C.A.R.E. as a framework rather than a memorized script.
READY TO CONTINUE?
When you can use CONNECT → ASK → RELATE → ENCOURAGE as a natural guide for a family conversation rather than a script, continue to Module 3.
When prompted, use the same Stage 2 password you used to access this module.