Discovery Purpose & Order
The main goal of the discovery process.
What is to understand the client and uncover their pain?
The type of pain behind the statement, “I just want to make sure this is handled.”
What is Peace of Mind?
An agreement that moves the conversation forward.
What is a commitment?
Sending quotes without knowing if the client is serious.
What is “quote and hope”?
What should always be clear before ending a call.
What is what happens next?
Why discovery should happen before solutions.
What is to build trust and avoid doing unnecessary work?
What can go wrong if an agent assumes a client’s pain.
What is solving the wrong problem?
A simple example of a soft commitment.
What is setting a follow-up time?
Why “quote and hope” does not work well.
What is because it leads to low conversion?
The best time to introduce another line of business.
What is after understanding the client’s concern?
What happens when an agent skips discovery and starts quoting right away.
What is “quote and hope”?
The next step when a client mentions price but also sounds worried.
What is confirming what their main concern is?
Why setting a follow-up time matters.
What is because it creates a clear next step?
What professionals do before doing the work.
What is ask questions and get commitment?
Why adding coverage mid-conversation works better than at the end.
What is because it feels more natural?
These should be in place before asking a client for commitment.
What are rapport, basic understanding, and confirmed pain?
Why agents repeat the client’s concern back to them.
What is to make sure they understand the problem correctly?
Why commitments should happen during the call, not only at the end.
What is to keep the conversation moving forward?
Why doing work before getting commitment is frustrating.
What is because the client may never move forward?
What should happen before starting a long remarket.
What is getting the client’s commitment?
Why the order of the conversation matters.
What is because the right order leads to better results?
Why cross-selling feels easier after pain is confirmed.
What is because the solution matches the client’s concern?
What commitments help Relationship Managers avoid.
What is wasted time and unqualified work?
The mindset shift needed to stop taking shortcuts.
What is seeing commitment as part of good service?
What “earning the right” allows an agent to do.
What is confidently ask for commitment?