WORKING PAPER 3.3. Sales protocol for crop insurance In collaboration with Crezcamos, our research team developed a standardized sales protocol for the insurance, which served two purposes. First, the protocol and associated tools support loan officers in selling a complex new product both effectively and responsibly on a voluntary basis. Second, standardization helped to ensure loan officers took a consistent approach to each sale, allowing us to isolate the effect of the timing intervention described in Section 4. This protocol consisted of the following five steps: 1. Introduce the insurance by sensitizing clients to Crezcamos staff practice the standardized offer protocol. the risk, with reference to past experience with weather-related damage to the farmer’s or his neighbor’s crops and stating four introductory 5 points about the product. Box 2. Content of the video 2. Show a video that explains the product features and offers a brief testimonial from a claimant (see 3.3.1). Product is 3. Calculate the exact premium and benefit introduced with amount for the client’s situation using a reference to worksheet. The objective of the worksheet was the objective of to both streamline the calculations for the loan protecting one’s officer and to demonstrate to the client both investment. how the product is priced and how claims are calculated. 4. Manage questions and concerns from the Narrator lists the client. main covered events (including 5. Complete enrollment forms if the client chooses landslides), with to purchase the insurance. accompanying visual depictions. Loan officers were trained on the product details and the protocol for the offer. They received a script to Basic terms of follow in their explanation of the product, as well as the insurance a guide of answers to “frequently asked questions” (including the from clients. While some loan officers failed to premium, subsidy, follow this protocol exactly (in particular, those who and coverage had experience selling the crop insurance prior to amount) are the study), loan officers generally appreciated, explained. remembered, and used the tools and protocol (see Section 3.3.2). A claimant describes how the insurance helped him 5. The crop insurance (1) is offered by Crezcamos, (2) when he lost his protects the majority of the investment in a crop, (3) potato harvest. has low cost, and (4) is designed for small farmers. 10