Customers trust recommendations that come from understanding. A consistent discovery flow helps every team member ask better questions and listen before they suggest anything.
Open the conversation
Set the purpose of the call so the customer knows why the questions matter.
- Explain what the conversation will cover
- Ask permission to ask a few questions
- Confirm how much time the customer has
Uncover real needs
Go beyond the policy in front of you to understand the customer’s situation.
- Ask about family, home, and future plans
- Listen for changes since the last review
- Summarize what you heard before moving on
Recommend with confidence
Connect every recommendation to something the customer told you.
- Tie each option to a stated need
- Keep the choice simple and clear
- Agree on a next step before ending the call
Put it into practice.
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