Training

1. Training

2. Training Expectations So what are the Company’s training expectations? Give every Agent the support, motivation, and opportunity to be successful

3. Training: How are we going to get there? • Conduct Training using PESOS • Conduct Effective Field Coaching – Make Sales • Transfer Skills and Confidence

4. Training How do you train Agents in the office and in the field? Prepare Explain Show Observe Supervise

5. Training

6. Training: Prepare Prepare Prepare yourself and the materials Put the Agent at ease Point out the benefits to the Agent State the objective

7. Training: Explain Explain What How Why - What you want the Agent to do - How you want the Agent to do it - Why it should be done this way

8. Training: Explain Get Feedback – Verify the Agent understands Ask questions that begin with: Who What When Where Why How

9. Training: Show • Show • Explain what you are about to show • Explain each person’s role • Tell them particular areas to pay close attention • Give an actual demonstration • Show the entire job, not bits and pieces • Use all materials and skills in the same manner the Agent should use them • Set a high standard – quality produces quality

10. Training: Show • Show • Encourage the Agent to discuss and ask questions • Quiz the Agent about specifics: • “What did you notice about …” • “As a customer, how would you have felt about …” • “What would you have done differently …”

11. The Great Divide So where does the breakdown most often occur in PESOS training?

12. Observe & Supervise Role Play Prepare Explain Show Observe Supervise PES Dispensers

13. Individual Field Training Day 1 Percentage of Presentations Agent 25% -- Building Rapport Day 2-3Percentage of Presentations Agent 50% -- Laptop Through Sponsorships Day 4-5Percentage of Presentations Agent 75% -- Laptop Through Final Offer/ manager close if necessary Day 6-8Percentage of Presentations Agent 100% -- Complete presentation

14. Worksite Prospecting Field Training Day 1 Percentage of Presentations Agent 25% -- Complete survey Day 2-3Percentage of Presentations Agent 50% -- Getting past gatekeeper Day 4-5Percentage of Presentations Agent 75% -- Request appointment/ manager close if necessary Day 6-8Percentage of Presentations Agent 100% -- Secure appointment

15. Worksite Presenting Field Training Day 1 Percentage of Presentations Agent 25% -- Build rapport Day 2-3Percentage of Presentations Agent 50% -- Present the company Day 4-5Percentage of Presentations Agent 75% -- Present product/tax savings & manager close if necessary Day 6-8Percentage of Presentations Agent 100% -- Complete paperwork w/roster

16. Training: Observe Observe Let Agent tell you what they are going to do and why they are going to do it that way Let the Agent do it without interruptions Ask: “If you had it to do all over again, what would you do differently?”

17. Training: Observe Observe Compliment before you correct Give constructive correction (Remember, you’re building a house, not tearing it down) “If you had to do it all over again…” Continue role play and discussion until the Agent can do what you are training them to do

18. Training: Supervise • Supervise • Training is wasted if not supervised • Consistent supervision builds credibility with Agents • Shows you care about their success • Agents improve if you “check their homework” • Verifies that training is important

19. Training: Supervise • Supervise • New Agents: • Cannot organize or discipline themselves • Help them develop positive habits • Experienced Agents: • Need to be reminded • Tempted to yield to old familiar ways

20. Training: Supervise Supervise Set objectives Put the Agent on her own and observe Discuss, analyze and coach Maintain and analyze records Diagnose additional training needs

21. Coaching Checklist

22. Coaching – In The Field Before every presentation… • Tell the Agent what your role will be • Explain what you want the Agent to do • What steps the Agent will perform • What point, if any, will you take over • Review any signals you will use to make the transition 3. Verify the agent knows what to do: • Ask questions • Have the Agent repeat your instructions • Conduct a brief role-play

23. Coaching – In The Field After every presentation… • Ask, “If I had it to do over again…” • Quiz the Agent about what you did in the home. Verify that the agent learned from what you did. • Ask, “If you had it to do over again…”

24. Coaching – In The Field After every interview … • Provide feedback to the agent a. Compliment the agent on something she did well b. Explain What to do differently c. Explain How to do it d. Explain Why to do it that way e. Encourage the agent to continue to improve 8. Prepare the Agent for the next interview (Steps 1-3)

25. Training How do you train Agents in the field? Prepare Explain Show Observe Supervise

26. Always remember “If you had it to do all over again, what would you do differently?”

27. Preview of Coming Attractions

28. Field Training Purpose of Field Training: • Demonstrate a high level of activity to the Agent • Demonstrate a high level of prospecting and get the Agent involved in generating prospects • Demonstrate how to make sales – by making sales

29. Field Training Purpose of Field Training: 4. Develop proper activity habits in the Agent 5. Build the Agent’s confidence – ask the Agent to do more each day 6. Develop Agents who are not dependent on you to prospect and sell for them (teach them to catch fish, not eat fish)

30. Explain – In The Field • Every minute in the car is a training opportunity • Talk business – Don’t talk sports, politics or small talk • Use the time to discuss what they learned from the last activity • Use the time to continue to explain: • Tell them What will be done in the next activity • Tell them How it will be done • Tell them Why it will be done that way

31. Show In The Field - Demonstration • Demonstrate what was trained in the office. • How to work in the individual market • How to prospect - using the best sources and multiple other sources • How to use the approach scripts to get interviews • How to use the laptop to get sponsorships • How to use the laptop to make presentations • How to present the product, quote the correct premium and close the sale • How to deliver policies

32. Show In The Field - Demonstration • Do it the way you want the agent to do it. • Always use the laptop presentation • Know the scripts word-for-word: • Approaches & Objections • Closing Objections • Have the agent actively observe – give them assignments to keep them actively involved in what you are training them to do. • Repeat the activity enough times for them to learn how to do it.

33. Show In The Field - Demonstration • Demonstrate what is trained in the office. • How to work in the Worksite market • How to prospect • How to use the approach scripts to get interviews • How to make presentations and close the sale with the employer • How to get the paperwork completed • How to organize the enrollment • How to conduct the enrollment • How and when to communicate with the bookkeeper • How to deliver policies and provide service

34. Observation – In The Field • Transfer responsibility to the Agent • Get the Agent actively involved early – typing sponsorships or Survey information • As the week goes by, get them to do the more challenging parts of the Marketing Plan, such as the $3,000 Accident policy presentation, Barbara’s Story, completing the application • Before the week ends, have the Agent doing an entire presentation, from approach to the close

35. Observation – In The Field • If the Agent gets “stumped” on what to say next, have a signal for them to ask for assistance. For example, the Agent could say, “Bill, what do you think?” Give a brief response, then turn it back over to the Agent. • Coach before and after each activity. Help the Agent learn from each experience. • Give the Agent feedback when you get back in the car. Tell the Agent What they could do differently, How they could do it more effectively and Why they will benefit from doing it that way.

36. Coaching – In The Field Coaching • Reinforces training • Increases Agent understanding • Turns every interview into a training session • Keeps you on track

37. Branch Manager’s Responsibilities Supervise, train and verify field work: • Train Unit Managers / Independent Unit Managers and Agents in the office and in the field • Verify that UM/IUMs can effectively train Agents • Verify the UM/IUMs’ plans and activity every day – Did they do the activity and get the results? • Meet with new Agents each week to verify what they learned and what they can do. Have them demonstrate for you in a brief role play.

38. Training Recap Prepare, Explain, Show, Observe, Supervise Utilize Available Tools In Office Training Field Training Coaching

39. TRAINING THE AGENT In the Field

40. Training PESOS and Coaching Checklist handouts

41. Coaching – In The Field Before every interview … • Tell the Agent what your role will be: • Explain what you want the Agent to do • What steps the Agent will perform • What point, if any, will you take over • Review any signals you will use to make the transition 3. Verify the agent knows what to do: • Ask questions • Have the Agent repeat your instructions • Conduct a brief role-play of the transition and the Agent’s role

42. Coaching – In The Field After every interview … • Provide feedback: • “If you had it to do over again, what would you do differently?” • Compliment - Correct - Encourage • Quiz the Agent about what you did in the home • Prepare the Agent for the next interview (Steps 1-3)

43. Training: In the Field Scenario 1 • Left side is Manager. Right side is Agent. • This is the Agent’s first day in the field. Use PESOS and the Coaching checklist to role play how to coach the Agent before and after a sales interview. • The Manager will conduct the entire interview. The Agent says “Hello” and “Goodbye”.

44. Recruiting: In the Field Scenario 1 • Select two people to demonstrate • “If you had it to do all over again, what would you have done different?” • Directors/peers provide feedback

45. Training: In the Field Scenario 2 • Left side is Manager. Right side is Agent. • This is the Agent’s third day in the field. Use PESOS and the Coaching checklist to role play how to coach the Agent before and after a sales interview. • The Manager will do the Approach, the Agent will do the $3,000 Accident policy, get sponsorships, play Barbara’s story and do the Survey. The manager will do the Needs presentation, close the sale and complete the app.

46. Recruiting: In the Field Scenario 2 • Select two people to demonstrate • “If you had it to do all over again, what would you have done different?” • Directors/peers provide feedback

47. Training: In the Field Scenario 3 • Left side is Manager. Right side is Agent. • This is the end of the Agent’s second week in the field. Use PESOS and the Coaching checklist to role play how to coach the Agent before and after a sales interview. • The Agent will do the entire sales interview and close the sale and the Manager will observe.

48. Recruiting: In the Field Scenario 3 • Select two people to demonstrate • “If you had it to do all over again, what would you have done different?” • Directors/peers provide feedback

49. Training: Phone Prospecting Recap what you just learned What was your takeaway from the role play? If you had it to do over again, what would you do differently?

50. TRAINING THE AGENT Phone Prospecting