The Offensive Playbook
This process is called our “offensive playbook” because it drives consistent conversations and confidence across players.
What is The Discovery Playbook?
This step starts every call by establishing warmth and familiarity.
What is Lower the Guard?
The renewal call with Aaron Smith was for this type of policy.
What is a Business Owner’s Policy (BOP)?
This phrase describes the shift from a basic service call to a meaningful conversation.
What is from reactive to relational?
In the “Before” scenario, the agent sounded like this — polite but flat.
What is transactional?
Taylor says we’re not in the insurance business but this business instead.
What is the people business?
This step clarifies ownership and removes confusion early on.
What is Confirm the Relationship?
Aaron wasn’t frustrated but sounded like this during the call.
What is busy and rushed?
To sound more human and confident, the agent must do this with their voice and energy.
What is mirror the client and use a warm tone?
The “After” scenario begins with this warm phrase to celebrate loyalty.
What is ‘Hey Aaron, so good to talk with you again!’?
Confidence, clarity, and empathy are the three signals that tell a client they are speaking with this kind of professional.
What is a trusted advisor?
Asking about the client’s team or family demonstrates this step.
What is Make a Personal Connection?
The RM earned a 4.4 out of 5 rating but missed this key final step.
What is failing to book a formal appointment?
When clients feel ownership and clarity from you, you earn this.
What is trust?
The modeled agent praised Aaron’s growth and offered this type of reassurance.
What is ownership and follow-through?
This is the foundation of all influence and communication with clients.
What is rapport?
Using “Our Story–Your Story” bridges value in this step.
What is Why and How We’re Equipped to Help?
Instead of being transactional, the RM turned the call into this type of conversation.
What is a trust-building conversation?
This phrase summarizes Taylor’s advice: “Don’t just process the renewal — _____ it.”
What is lead it?
This exercise let participants play agent, client, and observer roles to practice the checklist.
What is a breakout role-play?
Taylor encourages RMs to see renewals as this type of play, not defense.
What is offense?
This final step secures momentum and sets expectations for the next conversation.
What is Book a Formal Appointment?
The RM’s tone shifted when she did this to match the client’s energy.
What is slowed down and mirrored his pace to build rapport?
According to Taylor, renewal calls done early and proactively are examples of this approach.
What is playing offense in renewals?
The final group reflection asked this key question: “Where did you feel the _____ shift in your call?”
What is energy (or tone)?