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Training

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So what are the Company’s training expectations?

Give every Agent the support, motivation, and opportunity to be successful

Training Expectations

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• Conduct Training using PESOS

• Conduct Effective Field Coaching – Make Sales

Transfer Skills and Confidence

Training: How are we going to get there?

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How do you train Agents in the office and in the field?

Prepare

Explain

Show

Observe

Supervise

Training

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Training

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Prepare

Prepare yourself and the materialsPut the Agent at easePoint out the benefits to the AgentState the objective

Training: Prepare

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Explain

WhatHowWhy

Training: Explain

- What you want the Agent to do- How you want the Agent to do it- Why it should be done this way

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Training: Explain

Get Feedback – Verify the Agent understands

Ask questions that begin with:WhoWhatWhenWhereWhyHow

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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

Training: Show

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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 …”

Training: Show

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So where does the breakdown most often occur in PESOS training?

The Great Divide

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Role Play

Prepare

Explain

Show

Observe

Supervise

Observe & Supervise

PES Dispensers

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Day 1 Percentage of PresentationsAgent 25% -- Building RapportDay 2-3 Percentage of PresentationsAgent 50% -- Laptop Through SponsorshipsDay 4-5 Percentage of PresentationsAgent 75% -- Laptop Through Final Offer/

manager close if necessaryDay 6-8 Percentage of PresentationsAgent 100% -- Complete presentation

Individual Field Training

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Day 1 Percentage of PresentationsAgent 25% -- Complete surveyDay 2-3 Percentage of PresentationsAgent 50% -- Getting past gatekeeperDay 4-5 Percentage of PresentationsAgent 75% -- Request appointment/

manager close if necessaryDay 6-8 Percentage of PresentationsAgent 100% -- Secure appointment

Worksite Prospecting Field Training

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Day 1 Percentage of PresentationsAgent 25% -- Build rapportDay 2-3 Percentage of PresentationsAgent 50% -- Present the companyDay 4-5 Percentage of PresentationsAgent 75% -- Present product/tax savings &

manager close if necessaryDay 6-8 Percentage of PresentationsAgent 100% -- Complete paperwork w/roster

Worksite Presenting Field Training

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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?”

Training: Observe

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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

Training: Observe

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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

Training: Supervise

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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

Training: Supervise

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Supervise

Set objectivesPut the Agent on her own and observeDiscuss, analyze and coachMaintain and analyze recordsDiagnose additional training needs

Training: Supervise

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Coaching Checklist

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Coaching – In The Field

1. Tell the Agent what your role will be

2. 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

Before every presentation…

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Coaching – In The Field

4. Ask, “If I had it to do over again…”

5. Quiz the Agent about what you did in the home. Verify that the agent learned from what you did.

6. Ask, “If you had it to do over again…”

After every presentation…

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Coaching – In The Field

7. 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)

After every interview …

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How do you train Agents in the field?

Prepare

Explain

Show

Observe

Supervise

Training

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

Always remember

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Preview of Coming Attractions

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Field Training

1. Demonstrate a high level of activity to the Agent

2. Demonstrate a high level of prospecting and get the Agent involved in generating prospects

3. Demonstrate how to make sales – by making sales

Purpose of Field Training:

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Field Training

4. Develop proper activity habits in the Agent5. Build the Agent’s confidence – require the

Agent to do more each day6. Develop Agents who are not dependent on

you to prospect and sell for them (teach them to catch fish, not eat fish)

Purpose of Field Training:

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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

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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

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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.

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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

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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

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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.

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Coaching – In The Field

• Reinforces training• Increases Agent understanding• Turns every interview into a training session• Keeps you on track

Coaching

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Branch Manager’s Responsibilities

1. Train Unit Managers and Agents in the office and in the field

2. Verify that UMs can effectively train Agents

3. Verify the Unit Managers’ plans and activity every day – Did they do the activity and get the results?

4. 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.

Supervise, train and verify field work:

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Training Recap• Prepare, Explain, Show, Observe, Supervise

• Utilize Available Tools• In Office Training• Field Training• Coaching

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Training The AgentIn The Field

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PESOS and Coaching Checklist handouts

Training

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Coaching – In The Field

1. Tell the Agent what your role will be:

2. 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

Before every interview …

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Coaching – In The Field

4. Provide feedback:• “If you had it to do over again, what would you do

differently?”• Compliment - Correct - Encourage

5. Quiz the Agent about what you did in the home

6. Prepare the Agent for the next interview (Steps 1-3)

After every interview …

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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 UM will conduct the entire interview. The Agent says “Hello” and “Goodbye”.

Training: In The Field

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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

Recruiting: In The Field

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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 UM will do the Approach, the Agent will do the $3,000 Accident policy, get sponsorships, play Barbara’s story and do the Survey. The UM will do the Needs presentation, close the sale and complete the app.

Training: In The Field

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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

Recruiting: In The Field

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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 UM will observe.

Training: In The Field

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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

Recruiting: In The Field

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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?

Training: Phone Prospecting

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Training The AgentPhone Prospecting

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Recap what we learned Thursday

Training: Phone Prospecting

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PESOS Handout

Training: Phone Prospecting

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Left side is Manager. Right side is Agent.

Use the PESOS outline, the Telephone Scripts, and Overcoming Objections to train an Agent to set dropoffs during a call clinic.

Manager begins role play by stating the objective of the training

Training: Phone Prospecting

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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?

Training: Phone Prospecting

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Training The AgentFace-to-Face Approaches

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Recap what we learned Thursday

Training: Face-to-Face Approaches

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PESOS Handout

Training: Face-to-Face Approaches

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Left side is Manager. Right side is Agent.

Use the PESOS outline, the Face-to-Face Scripts, and Overcoming Objections to train an Agent to make a $3,000 Accident Policy Face-to-Face Approach.

Manager begins role play by stating the objective of the training

Training: Face-to-Face Approaches

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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?

Training: Face-to-Face Approaches

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10-Minute BreakBack in this room

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Training

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Prepare

Prepare yourself and the materialsPut the Agent at easePoint out the benefits to the AgentState the objective

Training: Prepare

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Explain

WhatHowWhy

Training: Explain

- What you want the Agent to do- How you want the Agent to do it- Why it should be done this way

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Training: Explain

Get Feedback – Verify the Agent understands

Ask questions that begin with:WhoWhatWhenWhereWhyHow

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Role Play

Prepare

Explain

Show

Observe

Supervise

Training: Show & Observe

Role Play

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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

Training: Show

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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 …”

Training: Show

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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?”

Training: Observe

11/33

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Observe

Compliment before you correct

Give constructive correction(Remember, you’re building a house, not tearing it down)

Continue role play and discussion until the Agent can do what you are training them to do

Training: Observe

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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

Training: Supervise

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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

Training: Supervise

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Supervise

Set objectivesPut the Agent on her own and observeDiscuss, analyze and coachMaintain and analyze recordsDiagnose additional training needs

Training: Supervise

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Give the New Agent Package to new Agents on their first day:

Review online training scheduleRegister for tmkweb.com email accountLog on to www.libnat.com• Download Proposal System• Download E-application• Download Laptop Sales Presentations

*Training: Available Tools

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Our online training program is Brainshark

www.brainshark.com/torchmarkcorp

First 5 letters of last name+ Last four digits of SS# User Name

Click ‘Forgot Password’

*Training: Available Tools

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Coaching – In The Field

1. Tell the Agent what your role will be:

2. 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

Before every interview …

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Coaching – In The Field

4. Ask, “If I had it to do over again…”

5. Quiz the Agent about what you did in the home. Verify that the agent learned from what you did.

6. Ask, “If you had it to do over again…”

After every interview …

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Coaching – In The Field

7. 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)

Before every interview …

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How do you train Agents in the field?

Prepare

Explain

Show

Observe

Supervise

Training