The Discovery Process
This playbook creates consistency across players and turns into instinct into intentional action.
What is The Discovery Playbook?
This first step sets the tone for confidence and creates a strong first impression.
What is Answer with Energy?
Taylor says this is the foundation of influence.
What is rapport?
This was the client’s main concern in the “Rate Increase” call.
What is a higher renewal premium and cheaper quote elsewhere?
In “The Missed Discovery,” the RM stood out for connecting personally and closing with this.
What is ownership and reassurance?
Taylor reminds us we're not in the insurance business, but this business instead.
This step ensures you fully understand the client’s concern before responding.
What is Ask Clarifying Questions?
Mentioning who the client spoke with last time is one way to do this effectively.
What is show that you’ve been paying attention (or build continuity)?
When a client is frustrated, you should always do this before moving into a solution.
What is validate their emotions?
The key difference between the “Before” and “After” call examples was this.
What is adding warmth, empathy, and ownership?
This is what Taylor calls our "offensive playbook."
What is The Discovery Process?
This step focuses on empathy and showing genuine care beyond the transaction.
What is Make a Personal Connection?
Rod describes this as “win-win” persuasion without manipulation.
What is influence?
This mindset keeps you calm, confident, and consistent no matter the call type.
What is professional composure (or grace under pressure)?
The modeled “After” call ends confidently with this statement.
What is ‘I’ll process this and send your updated ID cards today’?
This foundational step of the Discovery Process must happen before influence can take place.
What is building rapport?
This final step is all about reassurance, accountability, and follow-through.
What is Own It?
“Hey, this is Lindsey with Erb & Young - how can I serve you today?” is an example of this skill in action.
What is a confident, warm greeting?
Lindsey reminds RMs to focus on this phrase during difficult calls.
What is stay calm, confident, and consistent?
Taylor’s advice to “Don’t just process the request - lead it” teaches RMs to do this.
What is guide the client experience intentionally?
This phrase describes how trust drives conversion when confidence is earned.
What is conversion through confidence?
Running the same five steps across all calls creates this for the client experience.
What is consistency?
Taylor says rapport comes from these two human elements: finding commonalities and reading these subtle cues.
What are mannerisms or characteristics?
When the tone of the call shifts from transactional to confident and personal, this transformation occurs.
What is the move from reactive to relational?
During reflection, this question helps RMs identify when they gained true confidence in a call.
What is ‘Where did you feel the tone shift from transactional to confident?’?