Prospect Management: Your Daily Missions

Think of prospecting as your daily set of missions in CRM 10. Completing these ensures no lead is left behind and you maximize your chance of turning prospects into members.

✉  Mission 1: Capture the Prospect

  • Click the Referrals (clipboard icon) to enter a new referral.
  • Once saved, create a new activity ((+) in Recent Activity).
  • Set Action = Scheduled Call Back, enter notes, leave the Result blank, and pick your callback time.


Reminder: You leave the result type blank because it hasn't taken place yet so it cant have a result.

⏰ Mission 2: Lock in Follow-Ups

  • On live calls → use the Scheduled Call Back button to book a future call.
  • Not on a call → go to the member profile → Contact Details → Create new activity.
  • Always use the calendar & clock icons to schedule the exact date and time.
Pro Tip: Be specific in notes: “Abigail, 43 y/o smoker, teacher at Lincoln HS, wants call back after 5 PM.”

☑   Mission 3: Daily Prospect Checklist

  • Check Daily Planner for new opportunities & scheduled callbacks.
  • Complete all To Do List items before moving to new leads.
  • Update every activity with Action, Result, Notes (ARN).
  • Use templates for speed but customize for each prospect.
Your Goal: End every day with zero past due callbacks in your planner.


Active Member Management: A Real-World Walkthrough

Managing active members means strengthening relationships and uncovering opportunities. Let’s walk through a common scenario:

☎ Scenario: Maria’s Policy Review

You’re on a scheduled call with Maria, an existing member. She wants to make sure her coverage is still right for her family.

  1. From Maria’s profile, open the Policy Info tab.
  2. Review her Active Policies, noting carrier, type, benefits, and payment history.
  3. Notice she also has an Inactive Policy — this is an opening for a resale conversation.
Tip: Use inactive policies to start a needs conversation — “I see you had accident protection before. Would you like to explore that again?”

✎  Documenting the Call

  • Create an activity with complete Action, Result, Notes (ARN).
  • If a request involves policy changes, add P.E.M. (Policy Number, Email, Mailing Address) to the notes.
  • Save the activity so the next agent sees the full story.

★  Daily Member Care Habits

  • Confirm DOB, phone, email, and CU details on every call.
  • Check for upsell opportunities (e.g., align payment dates, add riders, upgrade coverage).
  • Close each interaction with a clear next step (future call, referral, or completed request).
Remember: Every call is a chance to protect a family better — and to build your relationship with the member.