Opening and Rapport Flashcards
Opening and Rapport
(Chat with clients as they get set up) “Can you see and hear me okay?”
Hi (member’s name), my name is ________ the licensed benefits specialist with AIL Canada. I will be the one going over your benefits with you. By the way, is (spouse’s name) there? This program applies to both you so please take a seat where I can see both of you on the screen. Now, here is a copy of the letter from your group. (Share screen/letter) Like it says, my job is to go over your benefits, explain your options, and answer any questions you will have. only use the last sentence if you have a group letter
(Use F.R.O.M to gather intel and fact find. Needs to be natural.)
Family
So ____ I see you live in (City)! How long have you lived there?
Where did you live before?
Do you have a lot of friends and family that live nearby?
Have you been closed off from any family with the pandemic?
How many children do you have?
Do you have any grandchildren?
Recreation
How have you been holding up/passing the time?
What have you been doing for fun these days?
Occupation
Are you retired or still working?
How long have you been retired? / How long have you been doing that job?
Do you enjoy it?
Me Too (Genuinely connect)
