Print Page   |   Contact Us   |   Report Abuse   |   Sign In   |   Sign Up
SCORE! Sales and Communication Program
Tell a Friend About This EventTell a Friend
SCORE! Sales and Communication Program

Be prepared to have your mind blown with techniques you can use to improve customer experience at your brokerage. Gradient Solutions and IBAA have teamed up to offer a 2-day intensive sales and communication workshop designed specifically for insurance brokers. What truly drives customer experience? How do clients see your products and services? Early bird (until Feb. 9): $399 / Regular: $499 (registration closes Feb. 28). Get all your 15 CE credits and increase your broker value!

When: Wednesday, March 7th - Thursday, March 8th, 2018
8:00 AM- 5:00 PM
Where: Holiday Inn Express Calgary ( Olympic Oval Room)
2373 Banff Trail NW
Calgary, Alberta  T2M 4L2
Presenter: Stéphane Cantin
Contact: Tara Keohan

Online registration is closed.
« Go to Upcoming Event List  


By the end of this interactive workshop, you will be able to adapt our “broker speech” to truly address clients' needs and worries and create value in all three steps of any insurance conversation with clients. Provide your clients with peace of mind, utilize tools to help you close sales, and use your new-found knowledge to grow your book of business.

15.0 CE credits for General, Accident & Sickness, and Life licences


  • Identify what the customer wants when buying something
  • Identify how we want to feel when buying something
  • Identify the 8 key factors that drive customer experience
  • Learn how to personalize these 8 key factors for each customer
  • Learn how to use these factors to improve your close, retention, and referral rates
  • Understand the differences between customer service and customer experience
  • Changing your target: Aim for better perceived value!
  • Identify the 3 main types of customers
  • Create perceived value in 2 steps: identifying the true needs and evaluating the true risks
  • Guide the client throughout the whole process of purchasing an insurance policy in all 3 simple steps: the beginning, the middle and the end
  • List your points of differentiation for your products, insurers, and brokerage and start using them right away!
  • Use your points of differentiation to walk away from price
  • Adapt your speech to aim for a pleasant conversation about the client’s needs and not the technical insurance jargon
  • Sharpen your listening skills to let clients express theirs goals, wants, needs, and worries
  • Talk about price the right way!  (value vs. premium)
  • Provide options and let clients know they have the power to make an enlightened decision
  • Understand the client's needs and make sure that the client understands that there is a need
  • Respond effectively to the most common objections
  • Close the sale!
  • Ask the right questions at the right time to cross-sell or up-sell your protection solution
  • Ask for referrals from a satisfied customer
  • Keep the client happy and in peace …

Who should attend

Any sales and service brokers, manager, supervisors, and DRs that want to learn more about sales


Early Bird Rate (until Feb. 9)
Regular Rate (Registration closes Feb. 28)

Gradient Solutions is an established insurance industry strategist firm, concentrating on process optimization, management coaching, and strategic thinking. The GSI team’s tactical approach is to study North American industry trends and the unique challenges facing the insurance industry. Over the past 10 years, GSI has worked with Canada’s leading insurance brokers, carriers, and software providers, helping them reach their goals.

Stéphane Cantin, B.Ed. (facilitator)

A trainer, facilitator, and public speaker in the General insurance industry since 2001, Stéphane has a Bachelor’s degree in Education and has developed impressive expertise in the deployment and optimization of insurance broker working tools such as TAM, Power Broker, Outlook, Word, and Policy Works (as a facilitator and technical support). He has helped several brokerages create and optimize their workflows and procedures manuals. As a MOUS (Microsoft Office User Specialist), he is certified in Word, Outlook, Excel, and PowerPoint. Stéphane joined Gradient Solutions in March 2017 and brings his expertise and enthusiasm to the Canadian brokerage community! In addition, his diverse range of accredited courses, including several management courses, is now available through Gradient Solutions; these courses are dedicated to the development of best practices, well-being and performance within the workplace.

Need Accommodations?

If you require accommodations, we have secured a reduced room rate of $129.99 plus applicable taxes for a standard room (1 king or 2 queen beds) at the Holiday Inn Express 2373 Banff Trail NW, Calgary (where the workshop is taking place). The hotel provides a hot breakfast buffet for up to two people. To book your accommodations, please phone 1-587-390-6100 and advise that you are with the Insurance Brokers Association of Alberta (IBAA). Rooms are subject to availability, so book at your earliest convenience.

more IBAA Courses and Events

2019-01-21 » 2019-01-25
Licensing Level 2 Immersion - Calgary

Presidents' Tour 2019 - Edmonton

Featured Vendors

Online Surveys
Membership Software Powered by YourMembership  ::  Legal