20 Tricky Intake Questions for Law Firm Intake Teams: Plus Scripts and Commentary

By Matt Starosciak

Your marketing or reputation can generate the prospect call, but your intake team decides whether that call becomes a signed case. A great ad, a top-ranked Google Business Profile and a well-built landing page all lose their value the moment a potential client hangs up confused, frustrated or unsure.

Most intake calls follow a familiar pattern. The ones that go sideways usually start with a question your team didn’t expect: a fee comparison, a request to skip straight to the lawyer, or a worry about confidentiality.

Below are 20 of the trickiest questions we see callers ask, along with word-for-word answers your intake staff can use. Each one is built to do three things: build rapport, reassure the caller, and keep the process moving toward a signed matter.  (Note:  These calls are tailored to a personal injury practice that offers a free consultation, however, they can be easily adjusted for other practice areas.)

Questions about location, callbacks and phone numbers

These sound simple, but they’re where so many firms quietly lose leads. A vague or wrong answer here gives the caller a reason to keep dialing other firms.

1. “Where are you located?”

“Our main office is in [City], but we represent clients throughout the state. Where are you located?”

Always ask the second half. It turns a question that could end the call into one that keeps it going, and it tells you whether the caller is in your service area.  So many intake professionals either 1) don’t realize their firm is marketing statewide or 2) simply say their city or street name when asked about location.

2. “Do you know when the lawyer will call me back?”

“They are usually very quick, and I know they will want to talk with you. But I don’t have an exact answer, as I’m not sure how long their meeting will go.”

Take the opportunity to indirectly emphasize that their issue a priority.  And then give an honest and warm promise your attorney will keep.

3. “I’ll call you back later today.”

“Okay, perfect. Let me make sure you have the best number to reach us at, as the one you called is likely a tracking number.”

Then give the caller your firm’s name and follow up by email and/or text. A caller who wants to “call back later” must know who you are and have the right info to do so.

4. “Will the attorney be calling from the number I called?”

“They will likely call you from their cell phone or office line. The number you called is likely a tracking number we use for new clients.”

If your firm uses call tracking (and it should), callers need to know to expect an unfamiliar number. Otherwise, your attorney’s callback goes straight to voicemail.  (This is especially true if the prospect has creditors, election ads, or others calling their phones all day long.)

5. “Can I talk with the attorney on the screen?”

“Yes, of course. Can you describe what he or she looks like? Internet sites rotate photos in, so we don’t always know who is showing on the screen.”

Callers coming from Google Local Services Ads or your Google Business Profile may have seen a specific face. Treat it as a connection point, not a time to educate someone that looks really don’t matter.

6. “Will you come to the hospital (or home) to see my family member?”

“Absolutely. We will come to you if you’re unable to travel. Also, a large majority of our work can be done very effectively over phone and email.”

Questions about fees

Fee questions are often a caller’s way of asking, “Can I afford this?” or “Am I getting the best deal?” Lead with reassurance and let the attorney handle the specifics.

7. “Another attorney is offering a 25% fee.  Do you match that?” or “What is your fee?”

“Our firm’s fee is set on a case-by-case basis, and that’s something the attorney will discuss with you in detail and make sure you feel comfortable with. (And then if the consultation is free add:  Of course, our consultation is completely free, and you pay us nothing unless we win your case.”)

8. “Do you offer a free estimate?”

“Yes, of course. Our estimates and consultations are completely free. And we never charge our clients anything unless we win their case through settlement or verdict.”

Mirror the caller’s language. If they say “estimate,” you say “estimate.” It signals you’re listening and keeps them comfortable.  Now is not the time to correct them on word usage.

9. “I’d like a free consultation.”

“Okay, I’m happy to help. If I can gather a little bit of information from you, I can connect you with the right person on our team to provide your free consult.” Or “A free consultation may be possible, but I’ll need a little more info before I can make that commitment to you.”

When the caller wants to skip intake

Many callers assume intake staff are a gatekeeper. The goal is to show them that a few quick questions get them to the right attorney faster.

10. “I just have a couple of questions.”

“Okay, I’m happy to help. Are you looking to hire an attorney, or do you just have a quick question or two?”

This sorts potential clients from general inquiries or those looking for second opinions without sounding dismissive.

11. “I would rather just talk with the attorney.”

“Yes, the attorney will definitely be the best person to help with your situation. However, we have several at the firm who handle different types of cases. If you’ll provide me with a little bit of information, I can make sure you speak with the right attorney.”  If there is only one attorney try “I’d like to confirm that we handle your type of matter because the last thing I want to do is waste your time if we don’t.”

12. “Can I talk with a lawyer now?”

“If I have one available, yes. But I’ll need to gather a little bit of information about your situation to know who best to connect you with. Can I have your name, please?”

End with a simple question. Asking for their name moves the call forward naturally.

13. “I have a lawyer and am looking for a second opinion.”

“Okay, are you looking to replace your current attorney, or only for a second opinion?”

If they only want a second opinion, kindly let them know it isn’t something the firm provides… and is prohibited by the licensing body. If they want to replace their attorney, follow the firm’s protocol, which may be to continue with normal intake, ask them to call back, a ask a couple report building questions and end the call.

Questions about confidentiality

A nervous caller who doesn’t trust you won’t share the details you need. Address privacy directly and confidently.

14. “I’m not comfortable giving details.”

“I completely understand. Please keep in mind that everything you tell anyone at our firm is completely confidential, even if you choose not to hire us. I just need a little bit of information to know which attorney to connect you with.”

15. “The recording says this call is not confidential.”

“That’s an automatically generated recording. I can assure you that we are a law firm, and anything you tell one of our team members is completely confidential. That protection applies whether you choose to hire our firm or not.”

If your call tracking platform plays a recording disclosure, your team needs this answer ready. Better yet, review the recording’s wording so it doesn’t alarm callers in the first place.

Questions that ask for legal advice

Intake staff can’t give legal advice, but “I can’t answer that” ends conversations. The fix is to validate the question, then point to the free consultation as the place it gets answered.

16. “Do you handle cases where the at-fault driver didn’t have insurance?”

“We have successfully handled cases like that in the past. It depends on the unique circumstances of your accident, and the attorney will discuss all of that with you in detail during your consultation.”

17. “Can I sue the bar where the driver was drinking?”

“Sometimes. It really depends on several factors, all of which the attorney will discuss with you during your free consultation.”

18. “My father was hurt over three years ago. Can I still bring a claim?”

“That will depend on many factors, all of which the attorney will discuss with you during your free consultation.”

Never guess about deadlines. Statutes of limitations have exceptions, and only an attorney should weigh in.

19. “Does that seem fair to you?” or “That’s illegal, right?”

“It doesn’t sound right to me. However, I’m not an attorney, and I would really want you to talk with one of ours who can answer that properly during your free consultation.”

This validates the caller’s frustration without crossing into legal advice.

20. “My husband was in a bar fight and the police aren’t doing anything.”

“Was he injured in the fight?”

When a caller leads with a story, steer toward the facts that matter. If he was injured, follow up: How seriously? Was he charged with a crime? Which bar did it happen at?

What great intake answers have in common

Look closely at the scripts above and you’ll see the same few habits repeated:

• Say yes first. “Okay, I’m happy to help” and “Yes, of course” lower the caller’s guard before you ask for anything.
• End with a question. Nearly every answer hands the conversation back with a question, so the call keeps moving toward intake.
• Point to the free consultation (when available). Any legal question becomes a reason to talk with the attorney, not a dead end.
• Explain why you need information. Callers share more when they know it’s so you can connect them with the right attorney.
• Never leave a lead without your name and number. Tracking numbers are great for measuring marketing, but callers need your direct line and firm name to find you again.
• Mirror the caller’s words. Using their language shows you’re listening and also that you don’t expect them to know the correct terminology.

Turn more calls into cases

Every dollar you spend on marketing is only as good as the intake call that follows. Print these scripts, role-play them in team meetings, and listen to recorded calls to see where your team hesitates.

At Proven Law Marketing, we help law firms generate more high-quality calls and make sure those calls turn into signed cases. If you want to know how many leads your firm is losing at intake, contact us at 678-877-7975 for a free consultation.