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$69.99 $34.99

Upon completion of this course, participants will be able to:

  • Use the values of empathy and emotional intelligence to strengthen relations
  • Leverage the power of questioning for more than just data gathering
  • Construct & conduct a Needs Profile
  • Employ listening best practices
  • Identify and evaluate producer personality types
  • Communicate effectively with different personality types
  • Develop and communicate benefits in addition to facts and figures
  • Identify specific call objectives
  • Plan and prepare for each call
  • Make their phone time more efficient and productive
  • Use skills specifically designed to overcome limits of phone and electronic communication


  • Overview
  • Objectives

Part 1: Underwriter/Producer Relations

  • The Role of the Underwriter – Substance and Style
  • Identifying the Underwriter/Production Team
  • The Underwriter/Production Team
  • Working to Achieve Team Goals
  • Reinforcing Relationships

Part 2: Through The Producer’s Eyes

  • Comfort Zones
  • First Impressions
  • The Four Personality Styles
  • Dealing with Personality Styles
  • What’s Your Personality Style?

Part 3: Communication – What Is It?

  • Communication Definitions
  • Communication Quiz
  • Communication Quiz: Answers
  • Types of Communication
  • Some Communication Surprises!
  • More Than Words…

Part 4: Identifying Needs

  • The New Neighbor
  • Ends, Means and Criteria
  • Uncovering Needs
  • Developing Needs Profile
  • Needs Profiling Questions

Part 5: Are Questions The Answer?

  • Questions – An Open and Closed Case
  • Open & Closed Questions
  • Special Purpose Questions
  • Identifying Special Purpose Questions
  • Questions Really are the Answer

Part 6: Active Listening

  • Active Listening Diagram
  • Active Listening Activity

Part 7: Communicating Benefits

  • F-F-B-B-T
  • Matching Benefits to Needs
  • Benefit Development Process
  • Relating Benefits

Part 8: Telephone Strategies

  • Objectives of Phone Calls
  • Telephone Preparation Worksheet
  • Phone Call Declinations
  • Telephone Tips for Underwriters


  • Key Point Summary
  • Definition of Term
  • Final Exam


Since producers deal with a company for their reasons – not the company’s – underwriters must develop good listening and communication skills to discover what those reasons are. This course teaches underwriters to ask the right questions, and actively listen for answers so they’ll learn the real motivation behind the placement of a piece of business. To help underwriters deal effectively with different producers, four primary personality styles are identified, and skills for handling each are covered. Listening habits are analyzed, and underwriters are taught to communicate benefits – not just features – to producers.

PRISMS Course iWorkbooks are supplied as password-access PDF files, and are fully interactive – forms, Q&A’s, quizzes, and all other user input is enabled in the PDF file, which can be viewed and used on any internet-enabled device containing an Adobe Acrobat PDF reader application. Please Note: A standard PDF reader is required; the file will be rendered inactive if launched in an alternate reader such as a web browser or “preview” application.


1. Purchase for the number of users you expect to need access to the iWorkbook(s). In order to enjoy volume discounts, you may wish to order for users who may not be on-boarded yet; “access slots” can be filled in later on.

2. Submit user data (name and email address) via a simple spreadsheet file provided following purchase, from which file access credentials will be produced and sent to you within one business day.

3. Download a single “master file” of the iWorkbook(s) and distribute to all designated users along with their access credentials.

4. Take credit for amplifying skills, raising professionalism, and improving on-the-job results with proven PRISMS learning!

Volume discounts automatically applied based on total number ordered.

Delivery of your order happens in two steps:

1. File access. Immediately upon confirmation of payment, you will receive a link to download your PRISMS iWorkbook. But you won’t be able to access the book itself just yet. That’s because you’ll need…

2. Credentials. Simply use the iWorkbook user list form provided following checkout to supply us with the name and email address of each learner. Usernames and passwords are generated on our side, and will be emailed to you within one business day of purchase.

Note: If you want to take advantage of volume discounts and don’t have all your learner names yet, that’s okay! You can always supply us with new user data later on.