Agency Observation Worksheet - American Family Insurance

NATP
Agency Observation Worksheet
Date of observation:
Start Time:
End Time:
1. During your agency observation, how many customers came into the office?
2. Was that more or less than you expected?
3. How frequently did the phone ring? Was that more or less than you expected?
4. The primary role of the staff person was:
5. The agent’s primary responsibilities included:
6. Was the agents’ office clean and professional?
7. List 3 to 5 specific skills or attributes the agent demonstrated that influence a customer’s
decision to do business with that agent. (ex: customer service skills, knowledge of
insurance, etc.)
©2008 American Family Insurance Pre-Work
Edition: 03/01/2008 1

NATP
8. Now that you have spent a day with an agent, what did you observe that you had not
expected to see?
9. Thinking about the office visit, what are you expecting the New Agent Training Program will
cover?
©2008 American Family Insurance Pre-Work
Edition: 03/01/2008 2