Naming your company first
The moment they hear a vendor name, the wall goes up. Lead with them—not with you.
Tariff Refund Agency · Broker Partnership Program
Broker cold-call conversation playbook.
A Chris Voss-inspired tactical-empathy framework for approaching licensed customs brokers without sounding like another refund shop chasing their clients.
Why standard openers die
Three mistakes that put the wall up immediately.
“You’re going to want to hear this”
You just told them what they want. Let the broker discover the value instead.
“Do you have two minutes?”
You asked for a yes. Yes can feel like a trap; no-oriented questions create safety and control.
1 · The opener
The Voss rebuild.
Deliver each line slowly, then let the silence do its work.
“[Name], it’s [Rep Name]. I’m calling you cold, so I’m guessing this is a terrible time?”
STOP. Let them say “no, go ahead” or “what’s this about.” Either response hands you the floor.
“Fair enough. Let me get the awkward part out of the way first: you’ve probably had three or four refund shops call you this month, you’ve already decided none of them are getting near your clients, and the last thing you need is somebody without a license doing something that lands on your bond.”
You said the likely objections aloud before the broker could use them as weapons.
“That’s exactly why I’m calling licensed brokers instead of calling importers behind your back.”
You are positioning yourself as the person who respected the relationship. Pause here.
“Would it be a bad idea to take ninety seconds, and then you tell me whether it’s worth a real conversation?”
“No, it’s not a bad idea” allows the broker to feel in control.
2 · The ninety seconds
Label the operational pain—not just the opportunity.
“Your clients paid IEEPA tariffs. Some may have potential refunds that still require action and professional review. You already know that—you’re probably fielding those calls right now.”
“It sounds like the real problem isn’t whether refund opportunities exist. It’s that handling requests at volume can become a workload you didn’t ask for and may not want your team absorbing.”
Stop talking. Listen for “that’s right.”
“So here’s the partnership: the authorized filing team handles the recovery workflow, you keep the client relationship, and you remain involved. You don’t hand off the relationship. Your name stays on the door.”
3 · Mirrors
Repeat their last two or three words—then stop.
The broker will usually explain the concern, giving you discovery without forcing another pitch.
THEY SAY
→“We’re handling it in-house.”
YOU MIRROR“In-house?”
THEY SAY
→“I don’t know about the liability.”
YOU MIRROR“The liability?”
THEY SAY
→“I’ve heard this pitch before.”
YOU MIRROR“Heard it before?”
THEY SAY
→“My clients wouldn’t go for it.”
YOU MIRROR“Wouldn’t go for it?”
4 · Calibrated questions
Replace the pitch with “how” and “what.”
These questions invite the broker to define the conditions of a safe, useful partnership.
“How are you handling refund requests right now without blowing up your team’s week?”
“What’s the biggest concern for you in letting an outside firm touch a client’s entry?”
“What would have to be true for a partnership like this to be worth your time?”
“How am I supposed to get in front of your clients without it looking like I went around you?”
THE GOLD QUESTION
“How am I supposed to get in front of your clients without it looking like I went around you?”
The moment the broker starts solving that problem, they have begun joining your side of the table.
5 · Objection handling
Never lead with “but.” Label first.
Acknowledge the feeling, then use a calibrated question to uncover the real objection.
“We already do this in-house.”
“It sounds like you’ve got the capability, and you’re not looking to outsource competence.”
“So the question isn’t whether you can—it’s whether you want your team absorbing the labor on every entry when there may be a supported workflow. How does that sit with you?”
“What’s your fee? What’s in it for me?”
“That’s the right question—and I’d rather show you real numbers on your actual book than throw a percentage at you on a cold call. Would it be unreasonable to put fifteen minutes on the calendar where I walk you through the split and workflow?”
“Just send me some information.”
“I can—and it’ll sit in your inbox like every other refund shop’s PDF.”
Say it warmly. Then: “It only becomes meaningful once we understand your entry volume. Give me fifteen minutes and the follow-up can be relevant to your book.”
“I’m not interested.”
“It seems like the timing is wrong, more than the idea.”
“Can I ask—is it that you don’t see the revenue, or that you don’t want a third party anywhere near your clients?” Their answer reveals which conversation you are actually having.
6 · The close
Binary. Specific. Never open-ended.
“I’ve got Thursday at 10 or Friday at 2. Which one is easier to protect?”
Never “let’s connect.” Never “when are you free?” Offer two clear doors.
7 · Voicemail
Keep it under 25 seconds.
VOICEMAIL SCRIPT
“[Name], [Rep Name], number is [phone]. I’m calling licensed brokers—not importers—about potential IEEPA refund filings involving their clients. The short version: the authorized team handles the recovery workflow, you keep the client relationship, and you remain involved. I figured you’d rather hear that from me than watch someone call around you. [Phone]—again, [phone]. I’ll try you [day].”
Say the number twice. Slowly. Keep the downward inflection throughout.
Compliance and coaching
Two watch-outs that protect the entire channel.
“Guaranteed refund.”
CBP timing, eligibility and amounts are not yours to promise. Keep the conversation focused on potential eligibility and professional review.
The pauses—not only the words.
Most reps will read a script correctly and then talk through every silence. The silence is the technique; the words fill the space around it.
Who is authorized to file.
Agents educate, introduce and qualify. Authorized customs and legal professionals handle filings, entry interpretation and powers of attorney.
Tape-to-the-monitor call card
The entire call in seven moves.
Open with safety
“I’m calling you cold, so I’m guessing this is a terrible time?” Then pause.
Run the accusation audit
Name the objections before the broker can use them.
Flip the frame
“That’s why I’m calling brokers instead of going around you.”
Ask for 90 seconds
Use a no-oriented question so the broker stays in control.
Label the pain
Wait for “that’s right,” not merely “you’re right.”
Mirror objections
Repeat two or three words as a question—then use silence.
Close with two doors
Offer two specific appointment times.
BUILD ONCE.EARN FOREVER.
Tariff Refund Agency · Broker Partnership Program · Internal Sales Training