iSave
What are the four steps of the iSAVE call flow?
Greeting, Discovery, Tailored Save Attempt, Closing.
Why is the first 30 seconds critical?
It shapes the entire call.
What four questions are we answering when we do the first part of our discovery?
Who, what, when, why?
What must always happen before sending a VDR?
A save attempt.
There are four steps in the iSave closing flow - what is the first one?
Explain all stepd required to be taken by the customer.
Which behavior is the "MVP" of the entire call flow?
Discovery!
"Better Discovery = Stronger Saves." iSave teaches us that discovery isn't just a step—it's what enables a successful tailored save attempt and higher retained revenue. Without strong discovery, the chances of landing on a solution the customer agrees to drop significantly.
What does asking permission to ask questions show the customer?
Respect for their time.
What should the majority of our discovery questions be geared towards learning about?
Usage.
What type of language is required when presenting a save?
Confident, persuasive language, power words.
There are four steps in the iSave closing flow - what is the second one?
Discuss all relevant timelines
What are the two reasons for and iSave auto-fail that do not pertain to ETFs?
No save attempt and rude or disrespectful behavior.
Why do we restate the reason for the customer's call?
To demonstrate active listening.
What other behavior should you do during Discovery to build a connection and trust?
Build rapport
The Tailored Save Attempt Doesn't Start in the Tailored Save Attempt - Where DOES it start?? (think about the different parts of the iSave call flow!)
Discovery!
The stronger the discovery, the stronger the recommendation. In fact, "Successful discovery leads to tailored saves that drive up Call Success!"
There are four steps in the iSave closing flow - what is the third one?
Ask for other locations when appropriate
What should we NOT do regarding ETFs that would cause an iSave auto-fail?
Use ETF prior to any save offer(s) / use the ETF as the only reason to keep the account/LOB
What is the only part of the iSAVE process where the customer must literally say "yes" before you continue?
Asking permission to ask questions!
What else should we acknowledge/apprecaite during discovery that helps build the connection with the customer?
The customer's tenure
Respond!
A successful Tailored Save Attempt includes asking the customer directly if they are agreeable to the offer and waiting for a clear response. The save isn't just about making the recommendation—it's about confirming whether the customer is willing to move forward.
There are four steps in the iSave closing flow - what is the fourth one?
Thank the customer and brand the call.
What four required actions are throughout the call (soft skills)?
Appropriate tone, build rapport before the save attempt, empathize when necessary, listening actively and responding appropriately.
What are the required greeting steps?
Thank customer for calling, ask for name, get reason/ restate reason for the call, demonstrate ownership, ask permission to ask questions (wait for the yes!).
What five questions are the foundation for mobile discovery?
Who is their provider, how many lines, how much are they paying, what kind of plan are they on, and are their devices paid off?
What is the biggest mistake agents make before presenting a Tailored Save Attempt?
Jumping straight to a discount instead of learning about the business through discovery.
What is a truly strong close PROTECTING?
The customer relationship!
It isn't simply about ending a call—it's about ensuring the customer feels confident, informed, and supported after the solution has been presented.