Delve Deeper

             I think most people do not understand what to say when they talk to new agents on the phone, so they end up asking one sentence questions like, “How are you doing?”  Then, they take whatever the agent says at face value.  They don't pry, they don't delve, they...

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             I think most people do not understand what to say when they talk to new agents on the phone, so they end up asking one sentence questions like, “How are you doing?”  Then, they take whatever the agent says at face value. 

They don’t pry, they don’t delve, they don’t dive, they don’t go deeper, and they don’t peel the onion layers off.  When you talk to an existing agent, you need to get to know their situation.  You need to find out what’s going on in their life. 

             So, the questions may start with, “How are you doing?”  Then, you might ask, “Well, how many phone calls did you make?” You have to listen to what the agent is saying.  If he says, “Well, I’m doing something with the children,” then you ask, “How many children do you have? How old are they? Do they plan on going to college?  Do you have plenty of money for them if something happens to you and your health?”

             You are looking for the agent’s “why”.  You are looking for the agent’s “reason”.  You are looking for the agent’s motivation.  It is your job to turn that back around and ask, “Well then, don’t you think you need to make some more phone calls right now?”  So, you ask questions until the agent is doing what they need to be doing.

              It’s the same scenario with a client.  You just don’t take the client’s word for it when he says he doesn’t need any insurance. You start talking about his family, or what does his house look like?  What does his dream home look like?  What does his dream vacation look like?  Just like with a client, you ask questions, and then you dive into getting the action that you need from the agent.  You see if you can speak to the spouse, if you can find out his parent’s history, or if you can find out anything interesting about this new agent.  You should make notes in your contact manager, in your notebook, in your thought notebook, or on a scrap sheet of paper.  You need to find out what motivates this agent. 

             Eventually, you will be like some of us, and you will be able to have one conversation with a new agent and that will be enough to understand them.  You will always know what motivates that agent, and you can always bring that subject back to the forefront.  You can put that subject back on the table.  Then, you can say things like, “What happened to the people on the phone when you called them?  Did you book the appointment?  Why not?”  You can refer back to what fires up the agent, and you can encourage him to use that motivation when he is on the phone with other people.  Once you find out a person’s hot button or what motivates a person, you can use that to help that person succeed in life.  That is why you spend more than just one or two or three minutes up on the phone when you chat with a new agent!


  1. Alex "Fitz" Fitzgerald
    Alex "Fitz" Fitzgerald
    May 28, 2010 at 1:47 am

    Man, oh, man. This is such great teaching. Andy always taught me that the quality of your life is determined by the quality of your questions. The better we are at asking the questions, the better we are at actually helping. Thank you Andy for your leadership and tirelessly repeating the basics.

  2. Jim Glascott
    Jim Glascott
    May 28, 2010 at 11:35 am


    Thanks for the insight on how to handle new agents. I have been struggling with which approach works best, and I truly believe your advice is the most sound. Digging deeper to reveal the individuals motivation from the START is what I have been missing. I will be more diligent in uncovering each agents’ “why” from the start to make it a more successful relationship out of the gate.

    Thanks again for the great advice!!

    Jim Glascott

  3. Paul Roberts
    Paul Roberts
    December 13, 2010 at 5:22 pm

    This is beautiful, and INCREDIBLE teaching. Thank you for reaching out to us in SO many ways. Paul

  4. Sid Zagri
    Sid Zagri
    December 13, 2010 at 6:06 pm

    It really is all about the why, clients, agents, family too! I always enjoy learning from you Andy. You are a MASTER at helping folks develop new more productive thought processes, like this one!

    Thank You!

  5. Hal & Ellen
    Hal & Ellen
    December 13, 2010 at 6:55 pm

    You keep making it better and better and you make it so simple. We will dig deep at the beginning to uncover their “why”

  6. Joyce Sally
    Joyce Sally
    December 14, 2010 at 2:11 pm

    Vintage Andy! People ask what Andy was like 10 years ago – same as today – just more passionate about helping people make money!

  7. Editor
    December 23, 2010 at 5:51 pm

    Jackie, accidentally removed your comments … Reposting now

    “In network marketing, We were taught to find the “why” that makes you “cry”. If you are passionate enough about why you would make 250 dials, – just like a gold medalist you will accomplish that goal. Other’s peoples negavitity just brushes right off if the why is strong enough. We are focused and wish to emulate the great leaders ofr our team. Thank you Andy, Shawn, Gordon Rich and Ed! Greg and I can’t wait to meet you in NC.”

  8. Patrick Hutchinson
    Patrick Hutchinson
    February 15, 2012 at 10:09 pm

    I decided to look back at your blog in the month that I started with NAA and found “Delve Deeper”. I am sure glad I did…funny thing is that you were talking about this today on your Live Show on NAATv…(Feb. 15,2012)! Some things may change but the basics don’t, it seems, like Fitz says. My question is….How do we become better at asking great questions? I mean really great questions that help us serve more and to help others do the same?

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