Sales Managed Environment These printed materials were developed

Sales Managed Environment These printed materials were developed exclusively for the use of ACTG and shall remain the sole and exclusive proprietary materials of ACTG. Permission to use, redistribute or otherwise publish these materials must be attained in writing from ACTG. ® 1

Good, Bad & Ugly SME Coaching Deck ©ACTGLLC 2012 - 2018 2

Building a Sales Managed Environment ® 1. Standards & Accountability 2. Motivation that Works 3. Coach for Success 4. Hire Better Bankers 5. Upgrade Your Team 6. Coach the Effective Selling System SME Coaching Deck ©ACTGLLC 2012 - 2018 3

Sales Management Roles Lead for Results Manage Activity Coach Behaviors SME Coaching Deck ©ACTGLLC 2012 - 2018 4

Coach for Success 1. Lead, Manage, Coach 2. The 10% Difference 3. What Needs Coaching 4. 5 Keys to Coaching 5. How to Coach 6. Pre-call & Post-call 7. Coach’s Forum SME Coaching Deck ©ACTGLLC 2012 - 2018 5

Lead for Results Company Objectives # of Small Business Appointments Standard Sales Smart #s 4 per week Net NB Sales % SME Coaching Deck ©ACTGLLC 2012 - 2018 Standards 10% 6

Manage Activities Typical Activities Your Activities Make outbound prospecting phone calls Talk to people and qualify them for an appointment Appointment – meet with people to further qualify Present a proposal Close SME Coaching Deck ©ACTGLLC 2012 - 2018 7

Coach Behaviors ● Establish personal goals for motivation ● Establish plan to reach personal goals ● Manage activities identified in the plan ● Hold sales people accountable to activity levels ● Identify ‘choke points’ in execution of plan ● Coach how they do what they do ● Review activities and success ● Observe sales calls and debrief ● Recruit and on-board new talent SME Coaching Deck ©ACTGLLC 2012 - 2018 8

The 10% Difference SME Coaching Deck ©ACTGLLC 2012 - 2018 9

Symptoms & Cause RECORD COLLECTION PERFORMANCE ISSUES (Stuff in our Head that can Impact Sales Results) Likely Problems the Candidate will Experience It's OK if my prospect shops around I must educate the prospect Prospects are honest Prospects that think it over will eventually buy from me Any lack of results are due to the economy or marketplace My product is expensive How much money someone has is none of my business I have to think it over before I buy something I have to buy lowest price I don’t want to appear to be greedy I wouldn’t want to pay a fee in addition to the premium Owns just the state minimum requirement for insurance I don’t need a lot of money Ineffective With Prospects That Wish To Comparison Shop Presenting too soon Too Much Talking And Not Enough Questions Not identifying additional problems Not getting the ‘real’ budget or money available to spend Not asking for the fee Not selling needed additional coverage Not Getting Prospects to Agree to Make a Decision before presenting Won’t ask for additional coverages Too Many Unqualified Quotes or Proposals Will barely make established sales goals These are the Behaviors You Coach SME Coaching Deck ©ACTGLLC 2012 - 2018 10

What Are You Coaching? List your important skills for success • • SME Coaching Deck ©ACTGLLC 2012 - 2018 11

What Needs Coaching ü Has written goals ü Effective listening and ü Follows written goals with a plan questioning ü Early bonding and rapport ü Takes responsibility ü Has strong self confidence ü Uncovers actual budget ü Discovers why prospects buy ü Has supporting record collections ü Qualifies proposals and quotes ü Doesn’t need approval ü Gets commitments and decisions ü Recovers from rejection ü Has a strong desire for success ü Comfortable talking about money ü Has strong commitment for success ü Has a supportive buy cycle SME Coaching Deck ©ACTGLLC 2012 - 2018 12

Action Plan Role Play 5 Insight Keys to Coaching Feedback Demonstration SME Coaching Deck ©ACTGLLC 2012 - 2018 13

Insight What’s Happening (or Not)? - Observational Coaching - Huddle Data (Review Behaviors & Results) - Schedule Coaching Session SME Coaching Deck ©ACTGLLC 2012 - 2018 14

Feedback Quality Conversations - Timely and Specific - Good, Bad & Ugly - Ask Questions to Help Them Self-Discover - Gain Agreement on The Real Problem SME Coaching Deck ©ACTGLLC 2012 - 2018 15

Shadow of the Leader - Identify Gaps - Demonstrate Mastery of Skill - Instruct on the Critical Steps Demonstrate SME Coaching Deck ©ACTGLLC 2012 - 2018 16

Practice, Practice - Complete or Come Prepared with Pre-Call - RM to Role Play - Complete Post-Call Debrief, Coach - Repeat Role Play SME Coaching Deck ©ACTGLLC 2012 - 2018 17

Action Plan SME Coaching Deck ©ACTGLLC 2012 - 2018 18

How to Coach • Ask questions • Listen to understand • ‘Drill down’ • Discover their motivation (‘SMA’) • Get commitment • Practice skills • Refine and improve strategies • Demonstrate effective skills in qualifying presenting and closing • Shadow of the Leader SME Coaching Deck ©ACTGLLC 2012 - 2018 19

Remember the Sandwich Specific Real Time Conversational Performance Based Can be used with ANYONE! SME Coaching Deck ©ACTGLLC 2012 - 2018 20

The Coaching Discussion • I see… • We need to discuss… • My office coaching hours are… • Schedule 15 minutes • Be prepared to discuss… SME Coaching Deck ©ACTGLLC 2012 - 2018 21

Courageous Conversations STEPS Specific- Clarity about the specific outcome you are seeking is imperative Timely- Take the time to separate emotionally but deliver as close to real time as you can Effect- The behavior’s effect on outcomes, clients, peers, performance, etc. Performance Based- Being specific about behaviors defuses defensiveness. Success & Support- Paint a picture of what success looks like and what they need to do and how you will support it is key. Send an e-mail confirming understanding. SME Coaching Deck ©ACTGLLC 2012 - 2018 22

Coaching Drill Down When you asked them… What did they say? • How long has this been a problem? • What have you done to fix it? • When you spoke with your current provider …or • What has your current vendor done to make this problem go away? • What happens if you don’t fix it? • Is that a problem? • Do you want to fix it? • But not today. SME Coaching Deck ©ACTGLLC 2012 - 2018 23

Process of Coaching • What needs coaching • Consistent coaching with planned repetition • Duration – shorter is better • Content or agenda • Preparation – pre-call plan • Always agree to outcomes & actions to take SME Coaching Deck ©ACTGLLC 2012 - 2018 24

Pre-Call Strategy • Prospect profile • What is the reason for the meeting? • Objectives • Process • Role-play the call Post-Call Debrief • • • Did they qualify? People Problems, action steps: Checklist before proceeding What resources do we need? SME Coaching Deck ©ACTGLLC 2012 - 2018 25

Pre-Call Strategy Item Questions I ask: Description 1. 2. 3. 4. 5. Anticipated responses: Questions they ask: 1. 2. 3. 4. 5. My responses: Curve balls I anticipate: SME Coaching Deck ©ACTGLLC 2012 - 2018 26

Post-Call Debrief • Did they qualify? • Why will they say yes or no, what can go wrong? • Problems, action steps: • What resources do we need? • Checklist before proceeding 1. 2. 3. SME Coaching Deck ©ACTGLLC 2012 - 2018 27

Post Call Debrief Scorecard Yes No Sales Meeting Post Call Debrief SMA – it is personal, not a price-based opportunity The value they attached to the problem is _____ They said ‘they want to or have to’ fix the problem They will change the relationship, engage in new relationship TMR Investment is? Met with decision makers, or have meeting set to meet DMs Have an agreement to make a decision at time of presentation Additional resources/partners discussed: Asked the question: suppose we solve the problem, what happens next? Asked the question: what would keep you from taking action? Have rehearsed the prospect on the incumbent begging to keep the business My clear next steps (dates): What I missed / need to clarify: SME Coaching Deck ©ACTGLLC 2012 - 2018 28

Enabling Your Team Observational Coaching Courageous Conversations Using your skills of observation to identify and coach in real time. When in the moment coaching and training cycle have not led to sustainable change. Jumpstarting Your Sphere of Influence What’s your current sphere of influence – and how to build it. SME Coaching Deck ©ACTGLLC 2012 - 2018 29

Steps to Observational Coaching Prepare Ready Observe Provide SME Coaching Deck ©ACTGLLC 2012 - 2018 30

The Keys SME Coaching Deck ©ACTGLLC 2012 - 2018 31

Coach’s Forum Exercise 1 Activity and Skill Focus Objective and Outcomes Assign roles: Manager, salesperson, observer/reporter and timekeeper (then rotate) Each member of the group should role play a coaching session as a Manager with their RM selecting an issue from page 12. Observer and group should reference page 19 & 20 as a coaching guide and note strengths & weaknesses. Use real cases where possible. My Action Items Document how you will use these techniques with your team. You must be able to demonstrate competence in this area of Coaching. Group should debrief and discuss best practices noted. SME Coaching Deck ©ACTGLLC 2012 - 2018 32

Coach’s Forum Exercise 2 Activity and Skill Focus Objective and Outcomes Assign roles: Manager, salesperson, observer/reporter and timekeeper (then rotate) Each member of the group should role play a coaching session as a Manager with their salesperson going through a pre -call plan using the form on page 26. Use real cases where possible. My Action Items Document and master how you will use these pre-call planning techniques with your team. You must be able to demonstrate competence in this area of Coaching. Group should debrief and discuss best practices noted. SME Coaching Deck ©ACTGLLC 2012 - 2018 33

MAP: My Action Plans Action Items Next Step By When? 1. 2. 3. SME Coaching Deck ©ACTGLLC 2012 - 2018 34