insurance role playing

When I hear from team members about struggles with certain tasks, trouble hitting numbers, etc., the first thing I ask them is about their practice routine.

๐™ƒ๐™ค๐™ฌ ๐™–๐™ง๐™š ๐™ฉ๐™๐™š๐™ฎ ๐™ง๐™ค๐™ก๐™š ๐™ฅ๐™ก๐™–๐™ฎ๐™ž๐™ฃ๐™œ?

๐™’๐™๐™š๐™ฃ ๐™–๐™ง๐™š ๐™ฉ๐™๐™š๐™ฎ ๐™ง๐™ค๐™ก๐™š ๐™ฅ๐™ก๐™–๐™ฎ๐™ž๐™ฃ๐™œ?

๐™’๐™๐™–๐™ฉ ๐™ฉ๐™ž๐™ข๐™š ๐™—๐™ก๐™ค๐™˜๐™ ๐™จ ๐™™๐™ค ๐™ฉ๐™๐™š๐™ฎ ๐™๐™–๐™ซ๐™š ๐™™๐™š๐™™๐™ž๐™˜๐™–๐™ฉ๐™š๐™™ ๐™ฉ๐™ค ๐™ฌ๐™ค๐™ง๐™ ๐™ž๐™ฃ๐™œ ๐™ฌ๐™ž๐™ฉ๐™ ๐™ฉ๐™๐™š๐™ž๐™ง ๐™ฉ๐™š๐™–๐™ข ๐™–๐™ฃ๐™™ ๐™ฉ๐™๐™š ๐™ฉ๐™š๐™–๐™ข ๐™ฌ๐™ž๐™ฉ๐™ ๐™š๐™–๐™˜๐™ ๐™ค๐™ฉ๐™๐™š๐™ง?

The answer I usually get: “We don’t.”

That’s a problem.

๐—›๐—ผ๐˜„ ๐—ฐ๐—ฎ๐—ป ๐˜„๐—ฒ ๐—ด๐—ฒ๐˜ ๐—ฏ๐—ฒ๐˜๐˜๐—ฒ๐—ฟ ๐—ฎ๐˜ ๐—ฎ๐—ป๐˜†๐˜๐—ต๐—ถ๐—ป๐—ด ๐—ถ๐—ป ๐—น๐—ถ๐—ณ๐—ฒ ๐—ถ๐—ณ ๐˜„๐—ฒ ๐—ฑ๐—ผ๐—ป’๐˜ ๐—ฝ๐—ฟ๐—ฎ๐—ฐ๐˜๐—ถ๐—ฐ๐—ฒ?

Where along the way did we begin to think that our first customer of the day is going to walk in the door and the conversation will work out perfectly?

We are in the business of muscle memory. One of systems and processes which are all very intentional. But we can’t create muscle memory if we don’t practice. What does that look like?

โ€œShe says this; I say that.โ€

โ€œCustomer goes there; I go here.โ€

โ€œProspect wants this; I say this in return.โ€œ

We have to know exactly what is going to happen in this process before we engage with customers: what our rebuttals are; what our word tracks are. If we’re not in control of our conversations it will be harder for us to arrive where weโ€™re making people feel like what they want and need is the most important thing, and bring them to a place that is a WIN-WIN for them and us.

But none of this happens if we’re not practicing.

๐—–๐—ต๐—ฎ๐—น๐—น๐—ฒ๐—ป๐—ด๐—ฒ: ๐—–๐—ฟ๐—ฒ๐—ฎ๐˜๐—ฒ ๐˜๐—ถ๐—บ๐—ฒ ๐—ฏ๐—น๐—ผ๐—ฐ๐—ธ๐˜€ ๐—œ๐—ก ๐—ฌ๐—ข๐—จ๐—ฅ ๐—–๐—”๐—Ÿ๐—˜๐—ก๐——๐—”๐—ฅ ๐—ณ๐—ผ๐—ฟ ๐—ฟ๐—ผ๐—น๐—ฒ ๐—ฝ๐—น๐—ฎ๐˜†๐—ถ๐—ป๐—ด ๐—ฎ๐—ป๐—ฑ ๐—ฝ๐—ฟ๐—ฎ๐—ฐ๐˜๐—ถ๐—ฐ๐—ฒ ๐˜€๐—ฒ๐˜€๐˜€๐—ถ๐—ผ๐—ป๐˜€.

I choose before the workday begins to get the day started in this way with my team; about 5-10 minutes blocks and 20 minutes total. Take a small snippet of your business to practice each day.

For us, it’s things like:

  • value statement
  • transition statement
  • onboarding
  • referrals
  • the open to our sales program
  • sharing stories about certain lines of coverage

Create word tracks to rehearse that help you guide the conversation. Pick something new each day. Practice how you are going to deliver the script. And yes, you’ll have impromptu moments and go “off-script” depending on the exact situation, but you will be able to direct the conversation where you want it to go. Make a point to make mistakes during practice so you can refine your answers based on various scenarios.

In this business, we have to be intentional with what we do. And this includes practicing.

If you are not used to doing this now, it will be uncomfortable to start, all change is.

๐—•๐˜‚๐˜ ๐˜๐—ต๐—ฒ ๐—ฏ๐—ฒ๐—ฎ๐˜‚๐˜๐˜† ๐—ผ๐—ณ ๐—ฝ๐—ฟ๐—ฎ๐—ฐ๐˜๐—ถ๐—ฐ๐—ถ๐—ป๐—ด ๐—ถ๐˜€ ๐˜๐—ต๐—ฎ๐˜ ๐—ถ๐˜ ๐˜„๐—ถ๐—น๐—น ๐˜€๐˜๐—ฎ๐—ฟ๐˜ ๐˜๐—ผ ๐—ฏ๐—ฒ๐—ฐ๐—ผ๐—บ๐—ฒ ๐—ป๐—ฎ๐˜๐˜‚๐—ฟ๐—ฎ๐—น ๐—ฎ๐—ป๐—ฑ ๐˜†๐—ผ๐˜‚ ๐˜„๐—ถ๐—น๐—น ๐˜€๐˜๐—ฎ๐—ฟ๐˜ ๐˜๐—ผ ๐—ป๐—ผ๐˜๐—ถ๐—ฐ๐—ฒ ๐—ถ๐—บ๐—ฝ๐—ฟ๐—ผ๐˜ƒ๐—ฒ๐—บ๐—ฒ๐—ป๐˜๐˜€ ๐˜„๐—ต๐—ฒ๐—ป ๐—ถ๐˜ ๐—บ๐—ฎ๐˜๐˜๐—ฒ๐—ฟ๐˜€ ๐—บ๐—ผ๐˜€๐˜: ๐˜„๐—ถ๐˜๐—ต ๐˜†๐—ผ๐˜‚๐—ฟ ๐—ฝ๐—ฟ๐—ผ๐˜€๐—ฝ๐—ฒ๐—ฐ๐˜๐˜€ ๐—ฎ๐—ป๐—ฑ ๐—ฐ๐˜‚๐˜€๐˜๐—ผ๐—บ๐—ฒ๐—ฟ๐˜€.