STC, CHENNAI METRO

WELCOMES YOU ALL

CREATING A AGENCY CULTURE OF
SUCCESS
 WHAT IS SUCCESS?

• Success is not all

competence.
• It is part competence
and the rest is
ability to articulate
that competence
 Do something special for
success make a difference
• If something doesn't
• PIC work smoothly, or it
feels clunky
• Jump into action – Do something about it
Be inquisitive
• Take the first steps Make a difference
Take action...

• Be brave
What Is a Critical Success
Factor?
Critical Success Factors

Why have them?

• So that we can
• Pay attention to them!
• Clarify our future Goal.
• Believe in ourselves.
• Share (communicate)
• Live in present (Mission).
Critical Success Factors

• For all Agents

• Different Agents will have different CSFs
• To use CSFs effectively, you need to be
capable of creative, in thinking
Retaining Through Retraining
For Growth And Profitability
 ACTION Plan

• The Purpose Of Training.

• Task Defining.
• How to ensure Team delivery.
• Teams key Functional Roles.
RETAINING -- RETRAINING
• The purpose of training is – to
provide insight into one of the
several critical factors
involved in building successful
Teams.
• The formula for developing
great Teams does not begin
with the Team, but with the
TASK.
REASONS FOR EXIT
(FINANCIAL
IRREGULARITIES &
DEATH)

• Teach Morals

• Develop Internal
Personality.
 Why agent leave……,
• AGENCY FACTORS : Immoral, poor location,
lack of training, lack of support
• COMPANY FACTORS: Image, inadequate
training, support or communication, rules and
regulations.
• SUPERVISORY FACTORS: Inadequate
supervision, personality conflict
• PRODUCT FACTORS:
 INDUCTION RECRUITMENT
• PROSPECTING PHASE
• LOCATING
• SELECTING
• CONTACTING

RETENTION

• EDUCATING
• TRAINING
• SUPERVISION
• RETENTION STRATEGY
 Team Training On

DO Self Training On Tax

Tax Planning
Planning

SELF
SELFAWARENESS
AWARENESS Financial
Financial Planning
Planning
##INTERPERSONAL
INTERPERSONAL
RELATIONSHIPS
RELATIONSHIPS
##CUSTOMER
CUSTOMERRELATIONS
RELATIONS
##AGENT DEVELOPMENT
AGENT DEVELOPMENT
##SELF
SELFDEVELOPMENT
DEVELOPMENT Computer
Computer Skills
Skills
##PERFORMANCE
PERFORMANCEMANAGEMENT
MANAGEMENT
##FEEDBACK
FEEDBACK
##GRIEVANCE
GRIEVANCEHANDLING
HANDLING
##TEAMBUILDING
TEAMBUILDING
##LEADERSHIP
LEADERSHIP
Presentation
Presentation and
and
Objection
Objection handling
handling

Communication
Communication Skills
Skills
 PURPOSE AND OBJECTIVES OF
RECRUITMENT SEMINARS AND ROAD
SHOWS

• Working ‘SMARTER’ not ‘HARDER’

• Prospecting is easier
• Enables us to reach a large number of people in
short period of time
• Solutions to individual needs through beautiful
concepts
• Enhance our image as professionals
• Provides an opportunity to create a stream of
leads
• Provides positive environment for people to know
more about our profession, product, services
( without any pressure )
 TO KNOW YOUR
OBJECTIVES
Ask Yourself………,
1. Why are you doing this ‘Seminar’
or ‘Road Show’?
2. Who are your target people and will
they attend?
3. What do you want to accomplish
through the ‘Seminar’ or ‘Road
Show’?
 PURPOSE AND OBJECTIVES OF
RECRUITMENT SEMINARS AND ROAD
SHOWS
• The goal is it Share Knowledge and
information but not to insist.
• To make a significant and lasting difference
to the customer.
• Opportunity for a Sales Person to become a
‘GENUINE CONSULTANT’
• To develop a valid relationship with prospects
• Provides opportunity for prospects to evaluate
the Company and the Products
 PRACTICAL
CONSIDERATIONS
• VENUE – Size, indoor/outdoor,
lighting, space, movement,
logistics
• CONCERNS – Is the concept consistent
with the corporate
image of your organization.
• BUDGET – Can you get better value
for money to be invested ?
 CRITICAL SUCCESS
FACTORS
• MAKE BEST FIRST IMPRESSIONS
• GREET YOUR PARTICIPANTS
• LISTEN TO YOUR PARTICIPANTS
• SHOW INTEREST ON
PARTICIPANTS
• MAKE EYE CONTACT
• OFFER POSITIVE FEEDBACK
• SPEAK THE PROSPECT’S
LANGUAGE
 KEY FACTORS THAT INFLUENCE
SUCCESS OF SEMINARS AND ROAD
SHOWS
• Don’t give up after one show. To establish reputation and
to maximize your product or service exposure you have to
conduct two or three road shows a year.
• If your sales funnel is running out of prospects, a seminar
or road show is a great way to fill it back.
• Plan your road shows or seminars to attract qualified
prospects.
• A seminar or road show can bring together dozens of
decision makers, enhance your professional image, position
your company as industry leader.
• A seminar or road show provides you an opportunity to
share valuable information with many prospects at a time.
 AT THE ROAD SHOW OR
SEMINAR

• Engage the prospect

• Make every minute count

• Be customer – oriented

• Close on a commitment
 PLANNING SEMINARS OR ROAD
SHOWS

• To have a change
• Needs more hard work and planning
• Prepare yourself to talk with strangers
• Involve all your people
• Needs lot of team work
• Needs extra budget
• Pamphlets, Brochures, Banners etc.,
• Upgrade the standards of your organization
 RIGHT PEOPLE FOR THE RIGHT
AGENCY RIGHT NOW !

• Establish clear objectives

• Assess needs for new talent

• Marketing opportunities
 THE TOP THREE
FACTORS
The top three factors young people consider when choosing a
prospective employer are :

• COMPANY REPUTATION
• RANGE OF OPPORTUNITIES AVAILABLE
• TRAINING OFFERED

The organizational structure behind their recruiting process is

divided into three units:

• STRATEGY
• EXECUTION
• DECISION MAKING
 RIGHT PEOPLE FOR THE
RIGHT AGENCY RIGHT NOW

• Success of a sales force begins with

recruiting the right sales person.
• Key to sound recruiting begins with the
thoughtful creation of a composite image of
the desired new agent.
• Attracting quality recruits, conducting effective
interview and selecting the right people to
build your agency are the predominant
challenges.
• Developing a well-thought-out plan is the
important step in recruitment process.
 STRATEGIC RECRUITING
PROCESS
CLEAR OBJECTIVES

ASSESS NEED FOR

NEW TALENT

MARKETING

TARGETING
RELATIONSHIP
MEASUREMENT BUILDING
AND
REVIEW SELECTION

ORIENTATION

CONTRIBUTION AND
RETENTION
VISION FOR THE FUTURE
OF YOUR AGENCY FORCE
• What products and services will you
deliver to the market ?
• Who are your future customers ?
• What marketing and sales approaches
will they respond to ?
• High tech or Low tech? Advanced
markets for family sales ?
• What are the challenges ?
 SYSTEMATIZE YOUR
PROCESS

• DEVELOP YOUR GOALS

• FINE-TUNE YOUR STRATEGIES
• WRITE YOUR ACTION PLAN
• WELL – DESIGN YOUR PLAN
• BELIEVE THAT WHAT STARTS
RIGHT WILL ENDS RIGHT
 MAIN OBJECTIVES
• WE HAVE TO LEARN THE FOLLOWING OBJECTIVES.
– What coaching is.
– How important it is for performance.
– How descriptive helps rather than evaluation.
– How Specific is useful than general.
– Time the feedback
– Demonstrate caring.
WHAT IS COACHING?

• Coaching is to develop
agents.
• Coaching is like training.
• Coach is like trainer.
• Coach has to extract the
hidden talents of the trainee
Agent.
 Coaching for High
Performance

Why Coaching?
 Benefits
of Coaching

 Maximize individual strengths

 Overcome personal obstacles
 Reach full potential through continuous
learning
 Achieve new skills and competencies
 Prepare themselves for new responsibilities
 Manage themselves
 Clarify and work toward performance goals

36
 Coach Profile
Coaches provide the link from skill acquisition, knowledge, and
information to practice. Coaching with feedback will help move
from just “acquiring information” to transforming how and what
they do in practice. At a minimum, coaches should have
knowledge and experience in the following areas:

* Background Knowledge
* Training
Experience
* Have a schedule that allows them to be
on-site to
provide feedback, demonstration, simulated try-out,
and overcome problems as they emerge in
implementation
* Have training materials and make resources/materials
accessible to participants
 Coaching

Leader as a Coach Continuum

Managing Coaching

Focus on: Focus on:

 Telling  Exploring
 Directing  Facilitating
 Authority  Partnership
 Long-Term Development
 Immediate Needs
 Open To Many Possible
 One Specific Outcome
Outcomes

38 Helping agents manage the transition between old and new

 Coaching

Coaching is. . . Coaching is Not. . .

  A means for learning and development. An opportunity to correct agent’s

behaviors or actions.

Guiding agent toward her or his goals. Directing agent to do something to

The mutual sharing of experiences and
opinions to create agreed-upon
outcomes.
About inspiring and supporting another
agent.
meet goals.
Being the expert or supervisor
with all the answers (not the
“super technician”).
About trying to address personal
issues.
 Effects of Coaching - 1
• Increased self-esteem
• Increased commitment to
objectives
• Increased ability to achieve
goals
• Increased ability to solve
problems
• Increased job satisfaction
• Better work/life balance
Coaching
Coaching Goals
Goals

Help
Helpagent
agent Know
Know &&Identify
Identify
With
WithLIC
LIC

Learn
LearnHow
How the
theProducts
ProductsWork
Work

Learn
LearnAbout
AboutCompetitors’
Competitors’
and
andCustomers’
Customers’Characteristics
Characteristics

Learn
Learn How
Howtoto Make
Make
Effective
EffectivePresentations
Presentations

Understand
UnderstandField
FieldProcedures
Procedures
and
andResponsibilities
Responsibilities
 Fundamentals of
Coaching: Summary

 This can be an Art

 Inspire
 Energize
 Facilitate
 Improve Performance
 Help Learning
 Help Development
Development officer as a great
coach should…
• Be willing to share what he know
• Be communicative
• Enjoy what he do and have a positive attitude
• Be patient with failure
• Reward success
• Be fair and objective
How do you rate
for your self?
 Strategic Alignment

Promote the Development Officer-Agent Relationship

Employee Coach

Evaluate Performance Establish Objectives

Employee Coach
Employee Coach
Establish Establish
Goals Expectations

Coaching and Development


• Feed back is to describe
the performance.
• Be descriptive rather than
evaluative.
• Be specific instead of
general
• Solicit feed back don’t
impose.
• Time the feed back
Communication:
Effective Feedback
• Focus on what to be
changed.
• Check the feed back.
• Demonstrate caring-
Positive
intent of helping
others.
 CONCEPTUALIZATION

• THE PROCESS TO SELECT BEST OUT OF OUR

AGENCY FORCE
• SELECT THE GROUP FOR MAKING SUBSTANTIAL
INROADS INTO HNI SEGMENT OF INSURANCE
MARKET.
• HOLDING PERMANNENT STRONGHOLDS MUCH
GOODWILL NEEDS TO BE GENERATED.
• CORPORATION EXPECTS HIGH ORDER BUSINESS
CREATING HEAVY INROADS INTO CLLEBRITY
AND HNI MARKET.
 HOW TO ACHIEVE

• CREATE A CUSTOMER AND TO

RETAIN HIM THROUGH CUSTOMER
PROFILING.
• RELATION SHIP MANAGEMENT AND
RELATIONSHIP MARKETING
CONCEPTS.
• HIGH ORDER SERVICE QUALITY
CONCEPTS.
 WORK STATION
• WORK STATION AND SUPPORT
SYSTEM –RENDERED AVAILABLE TO
WEALTH MANAGERS.
• FIRST IT IS TO MADE AVAILABLE AT
ZONAL HEADQUARTERS.
• ENTRY TO THE WORKSTATION WILL
BE THROUGH CARD LOCK SYSTEM.;
 PURPOSE
THE WORK STATION IS SUPPOSED TO
BE THE INFORMATION CENTRE –
WEALTH MANAGER WOULD LIKE TO
VIST ‘USEFULLY’AND ‘
PURPOSEFULLY’
 PURPOSE OF
WORKSTATION
• TO ACCESSS LATEST INFORMATION
• TO CREATE HNI CUSTOMER PROFILES.
• TO COMMUNICATE ON e-MAIL WITH SUCH
CUSTOMERS.
• TO HANDLE FACE TO FACE DIALOUGE WITH
PRIME CUSTOMERS.
• TO SHARE INFORMATION WITH WEALTH
MANAGER GROUPS.
 INFRASTRUCTURE
• COMPUTER TERMINAL LITERATURE CD’S
DEDCENT SITTING LOUNGE.
• ONE HGA/AAO MANNING THE STATION
• HE WILL PROVIDE ALL LIAISON WITH BRANCH
OFFICES – NEW BUSINESS SERVICE NEEDS IN
LINE WITH DATE COMMITTED WITH THE HNI
CUSTOMER.
• ENTRY FOR BUSINESS CLIENTS –ONLY WITH
PERMISSION OF AAO MANNING THE STATION.