Book 2, Episode 5: Setting Appointments. Chapters 9–11. How You Book, How You Confirm, And How You Prepare For Your Appointments Will Set You Up For Success Or Failure

by | September 7, 2020



In this episode of the Explain This Book To Me podcast, host Joshua Lipstone continues his discussion with David R. Carothers, CIC, CRM, the author of the book, The Extra 2 Minutes  They discuss the steps you need to take to book the appointment, how to confirm the appointment, and how you need to prepare for the appointment. You even hear a dad joke or two, but you’ll have to listen to hear.

Episode Highlights:

  • David shares that the best way to get a hold of him is to visit the Killing Commercial website and if you’re looking for a one-stop-shop to learn as much about him as possible, their website is probably the best place to go. (1:33)
  • Josh mentions the next section of the book, which is setting appointments and it starts with Chapter 9, Booking The Appointment. (2:09)
  • Josh shares that bullet point scripts allow you to hold your team accountable, you’re able to listen to their calls, and you can see if they’re following the script, and if they don’t, you can indicate how they can improve and be able to hit their numbers. (3:50)
  • What are some bullet points that they can use when they call on a prospect to discuss workers’ compensation? (4:08)
  • David mentions that subconsciously, the human brain feels in control if they say the word no. (6:19)
  • David shares that their new model allows the person on the other end to feel in control of the conversation. (6:26)
  • David explains the script called, the two no’s to the yes. (8:20)
  • Josh says that it sounds like people need to go to college and study psychology if they want to be a good salesperson. (9:41)
  • Josh mentions one of the points that David said multiple times and it is, when you engage with the prospect in the first meeting, you tell them that you’re there to sell a product, and you’re there to help them solve a problem. (11:02)
  • Josh shares a classic rejection response, how would David respond to that type of rejection? (12:13)
  • Josh mentions that in the book David talked about the objection where they say, “we shop every year, and we always have the best price.” Is this the type of prospect that the loyal readers should go after? (13:53)
  • David explains the two different ways of considering the objection. (14:43)
  • David thinks that most of the time, agents or any salesperson that’s out there don’t take the time to quantify what they are working for or the hourly rate they are willing to work for. (15:38)
  • David talks about the conversation that he had with a guy that he’s mentoring at work. (15:52)
  • Josh mentions the extra two minutes of Chapter 9, in which David recommends creating, and then studying a flowchart that outlines each call. (19:11)
  • Does David have a specific program for the flowchart or is he creating one with machine learning? (19:25)
  • David shares that the concept of the flowchart gives you an idea of what the pivots are. (20:04)
  • Josh mentions Chapter 10, which is Confirming Appointments. (20:31)
  • Josh shares that this chapter made him wonder how much emphasis is necessary on confirming appointments. (20:41)
  • Does David request copies of policies, last runs, etc., after they confirm the appointment as part of the calendar invite or as a separate email? (25:34)
  • How does the timing work for David when it comes to requesting other information? (25:49)
  • David mentions that he prefers to go through his fact-finding process. (27:40)
  • When David uses video to send to them before the meeting to confirm, how is it done? (30:12)
  • Josh mentions the final chapter of the section which is Chapter 11, Preparing For The Appointment. (31:26)
  • Josh says that he enjoyed reading the last chapter because there’s remarkable goodness in it that the loyal readers can implement immediately in their agency or business. (31:36)
  • When David begins this process of going deep into the prospect’s social media, does he befriend them? (32:18)
  • David mentions that he’s not worried about connecting, and he thinks that following is rather less intrusive, than what connecting is. (33:11)
  • David mentions that for all practical purposes, his mission is to get information, not necessarily to connect. (33:33)
  • David mentions that he’s a firm believer in the saying, people are going to do business with people that they like. (38:10)
  • Josh mentions the extra two minutes for Chapter 11, in which David wrote about how he purposely arrived early to make not only an excellent impression but also, make time to talk with the gatekeeper. (40:54)

 Key Quotes:

  • “I want you to understand that you do have a reputation in the insurance marketplace. If you’re going to market every single year, and you’re moving your account around based on what that price is, that’s not good. You’re not building longevity in a relationship with a carrier that’s going to be there for you in the event that you have a claim, or you might need that.” – David Carothers
  • “One thing I know is this, every prospect that you’re going to talk to regardless of who they are, regardless of what your industry is going to research about you as the salesperson prior to meeting with them, why not make it as easy as possible for them to do that research?” – David Carothers
  • “I know that a lot of people out there in the insurance world want to have copies of current policies, apples to apples or whatever else they’re going to say, those people were operating in a price-driven commodity environment. They’re not doing what they need to do.” – David Carothers

Resources Mentioned:


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