The Discovery Framework
This process acts as the offensive playbook for the agency, ensuring consistent client experiences.
What is The Discovery Playbook?
This first step opens the lane for influence by showing
warmth and familiarity.
What is Lower the Guard?
When a prospect’s guard is up, Taylor says you’ll be less than this.
What is effective?
“So how has the homebuying process been so far?” is an example of this kind of question.
What is a curiosity-based clarifying question?
In the “Missed Discovery,” the agent stayed here instead of leading the call.
What is reactive mode / data collection?
Taylor describes this as the foundation of influence, built through commonality and trust.
What is rapport?
In the playbook, this step invites the client into a “ping pong” rhythm by guiding with curiosity.
What is Get to a Question?
This technique bridges familiarity by referencing the referral source or partner by name.
What is edifying the referral partner?
Specific compliments and relevant examples build this type of authenticity.
What is genuine connection through specificity?
The modeled “After” version begins with this greeting: “Hey Sam! I’m so glad you called…”
What is warm familiarity?
This simple truth reminds us that E&Y isn’t in the insurance business - it’s in this business.
What is the people business?
This step ensures you’ve truly heard the client by restating their need in your words.
What is Clarify and Restate the Problem?
The “triangle of trust” begins with this key habit when working with partner referrals.
What is lowering the guard through edification?
This statement bridges their world to ours: “We partner with XYZ Mortgage to make sure your coverage moves with your closing.”
What is Our Story–Your Story connection?
Calls that move from transactional to confident represent this leadership shift.
What is the shift from reactive to relational?
According to Taylor, these 5 steps move you from persuasion to high-integrity influence.
What is the Discovery Process (Lower Guard → Question → Clarify → Connect → Book)?
“Find one small human moment” is how Lindsey describes this step.
What is Personal Connection?
This tone-related skill should mirror the client’s pace and energy to build comfort.
What is matching tone and tempo?
“Let’s get you on the calendar for a quick 15-minute review—morning or afternoon?” demonstrates this step.
What is Booking the formal appointment?
This phrase summarizes Taylor’s advice: “Don’t just process the request - do this instead.”
What is lead the call?
This mindset shift turns transactional calls into relational conversations.
What is connecting their story to our story?
This final step ends the play strong and moves the process forward with purpose.
What is Book a Formal Appointment?
Taylor calls this a key part of Step 1: speaking in language the prospect already understands.
What is speaking through familiarity?
Taylor says influence is a “win–win” that avoids this manipulative opposite.
What is persuasion without manipulation?
Lindsey’s coaching cue for agents during roleplay was to show this quality: “Stay in control without rushing through discovery.”
What is calm confidence and control?