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Agent Team Member – First 10 Days
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Course Content
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Handbook Overview
Your First Day
1 Topic
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Individual Personality Questionnaires
Welcome – Why You?
State Farm History
How This Started – Adam’s Background
Mission & Vision
Values and Culture Statement
Eagles Fly with Eagles
Essential Ingredients For Success
Day 1 Lesson Completion
Day 2
Day 2 Agenda
Agency Basics
10 Topics
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Handling Incoming Calls
Proper Etiquette, Verification and Directing Calls
Proper Way to Solve a Problem, or take a Call Back Message
Same Day Rule-Voicemails/Texts
Handling Walk-In Customers
Proper Documentation & Account Logs
Taking Payments, PFA and Deposit Best Practices
Service Tasks that EVERYBODY can handle
HOW TO: Refinance Dec Pages, Life Packets, Check the Mail, File a windshield Claim, File a COC with the BMV, Enter Odometer Readings, Enter New CC for Payments
Right Fax
Agency Structure: In-Book & Client Acquisition
4 Topics
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1 Quiz
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Acquisition Job Description-Prospect (Hunt), Engage, Close
This is Your Business. My name is just on the door!
In-Book Job Description-Solve, Expand (plus 1) & Retain
Plus One Value Pivots on EVERY CALL- Review, Life Outside of Work, Missing Product, Referral
Why do people leave our Agency
Words Matter
Stop Asking For Permission
The biggest lie you’ve ever been told…
The Difference Between Urgent vs. Important
Failing to Plan IS IN FACT Planning to Fail
7 Topics
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What I Learned from The Golden Arches (yeah, McDonalds)
Action Coach Daily Set Up
Daily Journal-How to Use
Buddy System-How and When to ask Questions throughout the Day
Winning the Day-Formula For Success to get 1% better
It’s a Numbers Game…2+2+4/4=
Setting Smart Goals
DAY 3
Day 3 Agenda
Warm Transfers
7 Topics
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Setting the Expectations of 5 per Shift & Tracking to a timelined goal of 35
Why Scripts Work
Utilizing the Warm Transfer Book and Follow the Agent
Objections Live Demo-Round Robin
Why do we Warm Transfer? Practice Prevents Panic- MJ practice time vs. game-time
Leaving Voicemails-Scripts-KISS
The First 7-10 Seconds Matter! Control the Convo-They are NOT too busy to talk if they pick up!
The Importance Of Timeblocking
3 Topics
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IPA’s…Income Producing Activities
Time Block Examples
Create Your Own Time Blocked Calendar with Current Responsibilities based on WT Goal
The ILP Process
4 Topics
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Entering New Leads into ECRM
Internet Leads Secrets
Lead Urgency-Cookbook
How to Leave a Voicemail
The Internet Lead Process
Internet Lead Process/Operating in ECRM
SF.COM Auto Lead Process
Detailed Auto Quoting
DAY 4
Day 4 Agenda
Tying your WHY into Profits
6 Topics
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How to Build a Hot Sheet-For Practice!
Monthly Expectations
Promotion Standards
Bonus Opportunities
Tracking Your Commissions
Tracking Office Production
Failure IS an Option, and it’s ENCOURAGED (well, to an extent)
3 Topics
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Culture of Honest, Candid, in-the-moment Coaching
Failure Videos
Remember Your Why- Simon Sinek
Breaking Down the Basics-Raw New Auto Conversation
10 Topics
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State Farm Value-The Company, Office, You as the Agent
People buy based on Pride and Fear (emotions) Backed by Logic!
Triple D- Disturb, Differentiate, Decommodotize
Leading with Price (control) but WIN with Value
FORM-Family, Occupation, Recreation, Motivation
PAATS and Feel/Felt/Found
The Callback Formula
The art of Story Selling
10 Steps to Closing Business and Asking for the Sale
Wrapping it Up-After Sale Process
Raw New Auto Conversation – Example 1
1 Topic
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We aren’t Apple Bees, but Ruth Chris!
Raw New Auto Conversation Example 2
Closing an Auto in Integrated Quoting
DAY 5
Day 5 Agenda
Homeowners Conversation Flow
New Client Onboarding
4 Topics
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Quick PIF
Life Recommedation after PIF
The Art of Collecting Referrals
Long PIF-WIFM
New Customer Onboarding- PIF
DAY 6
Day 6 Agenda
DAY 7
Day 7 Agenda
DAY 8
Day 8 Agenda
DAY 9
Day 9 Agenda
Life & Income Protection
5 Topics
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Building your List of 3’s
The Parking Lot Anology
2% by David Aldred
People aren’t SOLD Life Insurance, but Will Self Discover
Day 6 Agenda
DAY 10
Day 10 Agenda
Financial Services
3 Topics
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Digging Deeper-In Person PIF
The SIMPLER Conversation
Great Insurance Agents ask Even Greater Questions
Appointment Setting Basics
4 Topics
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Birthday Calls
Life Insurance Review
Business Prospecting
Simple Conversations
Retail Example-The Creation of Comfort SHOWmanship
Agent List Creation Breakdown
How to work a campaign
Finding Your Assigned Campaigns
Updating Customer Accounts-Email Preferences and Paperless
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