New Agent Training Program

2. New Agent Training Program • 3 phases • 3 week introduction. • 4-8 week group training. • First Year Agent Training Program (weeks 9-52) • 3 Approaches • Savers Plus • Childsafe ID • Medfacts • 3 Presentations • Cancer • Final Expenses • Monthly Income Protection • 3 products • Cancer • Whole Life • ART

3. New Agent Training Program • Get the agent involved early. • Get the agent off to a fast start. • Spread training over a longer period of time. • Sustain the agent’s production and enthusiasm for a longer period of time. • More accountability: • The Agent • The Sales Manager • The District Manager

5. What you will learn. • Tells the agent you will: • Train the Agent how to prospect. • Train the Agent how to make good plans. • Train the Agent how to conduct the 3 sales presentations. • Train the Agent how to handle common objections and how to close the sale.

6. To train the Agent. • Sales Manager will… • Demonstrate how to prospect and develop good plans. • Provide the agent with in-office training that includes role-play. • Demonstrate presentations in the field. • Observe the Agent in the field. • Post-Sale discussions. • District Manager will… • Conduct weekly conferences. • Provide 4 – 8 week training sessions. • Oversee 9 – 52 week training sessions.

8. Give the agent confidence that he can succeed. Develop habits in the agent. Prepare the agent for their 1st day alone. The Purpose of an Introduction:

9. Agent should be able to… Effectively approach a prospect to obtain an interview. Get referrals and turn those referrals into interviews. effectively complete the three interview guide presentations. Able to overcome the most common objections. Generate plans in the field. By the end of the Introduction:

10. In-Office Training

11. New Agent Training Guide • Designed to steadily build basic skills. • 1st week: • Introduce new skills and material. • Begins learning process. • 2nd and 3rd weeks: • Mostly Role-Plays. • Develops and refines sales skills.

12. New Agent Training Guide • Sticking with the schedule: • Be early. • Prepare the agent: • Have all materials together. • Set up videos. • Review with the agent. • Use the Self Study time wisely: • Other agents on time. • Other agents ready to check in. • Avoid distractions. • When you are with the agent: • Number 1 priority – No interruptions!

13. Product Training Videos Agent’s Instruction Guide Memorizing Scripts Self Study Sessions

14. Videos guide the sessions. Facilitate role-plays. Prepare the Agent for field work. When you are with the Agent:

15. District Manager’s Responsibilities • Supervise and train: • Train Sales Managers to train. • Supervise the schedule: • Agent is in self study. • Sales Manager is with the Agent on time. • They leave for the field on time. • Help the Sales Managers avoid interruptions. • Observe training and role-plays.

16. Facilitating Role-Play

17. Facilitating Role-Play • The purpose of Role-play is to give the Agent the opportunity to try out what he has learned and to develop skills without the pressure of a live interview. • Keep the role-play up beat and positive. • Role-play until the agent can comfortably perform the task you are training.

18. Facilitating Role-Play • Offering Corrections: • Compliment first. • Give the agent the opportunity to criticize himself first: • “If you had it to do over, what would you do differently?” • Explain to the agent: • What you want the agent to do differently. • How you want the agent to do it. • Why the agent should do it that way.

19. Facilitating Role-Play • Do: • Let the agent make mistakes. • Always find something to compliment. • Correct sparingly. • Get the agent to repeat the skill correctly as soon as possible. • Do not: • Step in and take over. • Correct before you compliment. • Criticize in public.

20. Facilitating Role Play • Prepare the Agent • Put the agent at ease. • Explain the rules. • Have the agent briefly tell you what he will do during this role-play. • Let the Agent role-play without interruption • After the role-play • “If you had it to do over again, what would you do differently?” • Review the tape • Tell the agent to follow along on the materials and why. • Pause the video for any discussion. • Make the first pause early to compliment something. • Offer corrections. (what – how – why) • Do over until the agent gets it right • Put the agent at ease and give encouragement. • Explain the rules. • Have the agent tell you what he is going to do differently.

21. Role –play Facilitating a Final Expenses Interview Guide Role-play

22. Field Training

23. Self-Evaluation Worksheet

24. Purpose of Field Training: Develop skills in the agent. Develop proper habits in the agent. Build the agent’s confidence. Create independent agents. Field Training

25. Demonstration Observation Do both every day. Field Training

26. Demonstration In the field • Demonstrate only what is trained in the NATG. • 3 approaches • 3 presentations • 3 products • Do it the way you want the agent to do it. • Know the scripts word-for-word: • Approaches & Objections • Closing Objections • Use the brochures. • Have the agent actively observe. • Repetition

27. Observation In the field • Transfer responsibility to the Agent. • Early, structured involvement. • Agent does what is trained each morning. • Allow the agent to fail. • Have signals – to keep you from having to take over.

28. Plan for training High activity level. Plan and prospect for the 3 products and 3 presentations. Teach prospecting and planning every day. Don’t let a “Blitz” get you off track. Coach between every call. Keep on track with TIC. Use TIC to verify in the 3rd week. Can the agent do the “3’s” Agent plans are developed for the 4th week. Getting it done…

29. Did I… Plan for the three products and presentations? Prospect using the proper guidelines and systems? Present one of the three interview guides? Explain the deviation. Why you deviated. When the agent will be trained on the deviation. How the agent should handle similar situations. Get back on track. What if something else comes up?

30. Coaching

31. Coaching In the field • Reinforces training. • Increases agent understanding. • Turns every interview into a training session. • Keeps you on track.

32. Coaching In the field Before every interview… • Tell the agent what you expect him to do. • Tell the agent what your role will be: • What steps you will perform. • Review any signals you will use. • What point, if any, will you take over. • Verify the agent knows what to do: • Ask questions. • Have the agent repeat your instructions. • Conduct a brief role-play. • Provide feedback: • “If you had it to do over…”. • Compliment - Correct - Compliment. • Quiz the agent about what you did in the home. • Prepare the agent for the next interview (Steps 1-3). After every interview…

33. Role-play Coaching

34. District Manager’s Responsibilities • Supervise, train and verify field work: • Go to the field with Sales Managers. • TIC • Before the Introduction • Check it every day. • Discuss it every day. • Verify plans. • Weekly Conferences with Agent.

35. ProspectingandMaintaining Plans

36. How to Maintain Your Plans

37. Set Appointments in the field for the next day you will work in that area. Before ending your day, make telephone calls to set appointments for the next two days. 1. Develop Plans Daily

38. 15 – 20 prospects each day. At least 5 set appointments each day. 3 drop-in prospects for each appointment. 2. How many prospects do I need each day?

39. Always attempt to see your prospects in person today! If they can’t see you today, set an appointment for the future. Existing customers you contact – Who can’t see you today. Referrals you contact – Who can’t see you today. Personal Contacts you make – Who can’t see you today. 3. How do I get appointments by working in the field?

40. Before end your day, use the telephone. Use the telephone scripts to call: Prospects you listed on your Daily Activity Cards. Referrals. Other prospects you were unable to contact during the day. 4. What if I don’t have at least 5 set appointments for the next two days?

41. Select existing customers from your prospect list who live close to your appointments. Select referrals and other leads who live close to your appointments. 5. Where do I find drop-in prospects?

42. See checklist… 6. Prepare for next week’s telephone calls.

43. Preparation for Next Week’s Telephone Calls and Drop-ins.

44. Next week’s Daily Activity Cards. This week’s Daily Activity Cards. Prospect List. Client Register Book. Referrals (Obtained but not contacted). Any Personal Leads. Telephone Book. What materials will I need to gather as I prepare for next week?

45. Sort your prospects day. All of your daily prospects should live in the same area as you customers: Monday: 10,000 – 19,999 Tuesday: 20,000 – 29,999 Wednesday: 30,000 – 39,999 Thursday: 40,000 – 49,999 2. How do I prepare for next week?

46. List 3 drop-ins next to each appointment. Prospects from Prospect List. Prospects from this week’s Daily Activity Cards. Referrals (Obtained but not contacted). Personal Leads. 2. How do I prepare for next week?

47. On the back of the Daily Activity Card, write the names of prospects you will call to try to set appointments: Back of Monday – prospects to call for Tuesday and Wednesday Appointments. Back of Tuesday – prospects to call for Wednesday and Thursday Appointments. Next to the name write additional information. List at least 20 names to call each day. Verify Do Not Call List. Have your telephone scripts with you. 2. How do I prepare for next week?

48. If the prospect is a customer, review and include the Client Register Page. In each folder include: Savers Plus, ChildSafe ID Kit, or MedFacts Kit Prospect / Survey cards Interview Guides Product Brochures Premiums Cards Applications Application for Monthly Income 3. Prepare a Sales Folder for each appointment and some extra folders for drop-ins.

49. WeeklyDistrict Manager Conferences