2Why have a hiring process? Process will develop consistency therefore reducing turnover.Cost of turnoverU.S. Department of Labor states the cost to replace an employee is 1/3 of a new hire’s annual salary.*Cashier - $6.50 per hour > $3,637. Coca-Cola Retailing ResearchCall center - $8.00 per hour > $8,000. Superb Staff ServicesSales Manager - $50,000. per year > $16,800.*
3Know Who You Are Looking For Step OneKnow Who You Are Looking For
4Qualities of a Service Rep AttributesSkillsValuesLoyalActive ListeningBalanced Work/Home LifeEnthusiasticCommunicationTeamworkFriendlyProblem-solvingPersonal GrowthSelf-startingPlanning/OrganizationServing OthersAdaptiveSelf-managementAccomplishmentTolerantLearningLoyaltyHonestTechnologyProductivitySecurePersonal PresentationQualitySense of HumorResilientReliableDiligentIntelligentCreativeConscientiousOptimisticFocus on Success
5Qualities of a Sales Person AttributesSkillsValuesAssertiveProblem SolvingAccomplishmentConfidentDecision MakingRecognitionEmpatheticLeadershipFinancial SuccessSelf-disciplinedPlanning/OrganizationCompetitionResponsibleQualitySense of UrgencyActive ListeningPeople OrientedRelationship BuildingRisk TakerIndependentConscientiousReliableFlexibleEnergeticCreativeCompetitiveOptimisticFocus on Success
6Customer Service Rep Sales Producer Administrative/Clerical Job DescriptionCustomer Service RepSales ProducerAdministrative/ClericalWrite Job Description
7Customer Service Rep This position ensures delivery of excellent customer service by responding to inbound calls and written correspondence from our policyholders concerning their auto and homeowners policies.Essential Functions:As a CSR you will be expected to build and maintain business relationships with clients by providing prompt and accurate service to promote customer loyalty. You will also secure and submit required underwriting information, process on-line policy changes and assist with company problem solving. You will be expected to actively solicit increases in coverages or round out accounts through sales to clients at every service contact, as well as actively seek referrals from our current client base to solicit for new business prospects.Knowledge, Skills and Abilities:Must be aggressive/assertive, a self-starter with the ability to influence others.Must be empathetic.Should have demonstrated effective presentation skill through both verbal and written communications.Must have all licenses as required by the State Department of Insurance to sell insurance in the applicable state(s). Will train exceptionally qualified candidate.Fully understand the Employee Handbook and Safety Manual.Knowledge of personal computer, calculator, on-line information system and various programs including but not limited to Microsoft Word and Excel.
8Sales Producer This position sells new accounts in keeping with agency and individual goals. Meets established goals and builds relationships with clients. Upholds the agency's reputation and professional manner of conducting business in dealings with clients. The working conditions are fast-paced, multiple tasking, in a high disruption environment.Essential Functions:Make the sale and collect necessary deposits, arrange for binder, certificates, etc.Negotiate annual new and renewal production goals with agency Principle or Sales Manager.Develop all information and recommendations for prospective accounts, present proposals and adhere to agency policies and procedures for writing a new account.Responsible for establishing a servicing procedure when necessary for designated accounts.Maintain a concern for timeliness and completeness when interacting with customers, agency and Nationwide personnel to minimize potentials for error or omission claims.Identify and solicit sales prospects from various sources provided by agency, by cold calls, mailings and phone contact.Maintain necessary licenses and continuing education required for license renewal.Knowledge, Skills and Abilities:Must be aggressive/assertive, a self-starter with the ability to influence others. Should have demonstrated effective presentation skills through both verbal and written communications. Prefer General Lines P&C License as required by the State Department of Insurance.Some college or an Associates Degree is preferred.Desirable candidate to have all licenses as required by the State Department of Insurance.Maintain knowledge of underwriting criteria.Fully understand the Employee Handbook and Safety ManualKnowledge of personal computer, calculator, on-line information system and various programs including but not limited to Microsoft Word and Excel.
9Office Assistant Ideal candidate would be strong in Microsoft Word, Excel and Power Point, have the ability to multi-task in a fast-paced environment and possess good communication skills. Maintains office operations by receiving and distributing communications; maintaining supplies and equipment; serving customers.Essential Functions:* Forwards information by receiving and distributing communications; collecting and mailing correspondence; copying information. * Maintains supplies by checking inventory levels; anticipating requirements; placing and expediting orders; verifying receipt. * Maintains equipment by completing preventive maintenance; troubleshooting failures; calling for repairs; monitoring equipment operation. * Serves customers by answering questions; forwarding messages; confirming customer orders; keeping customers informed. * Updates job knowledge by participating in educational opportunities. * Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.Knowledge, Skills and Abilities:Office Experience - General, Telephone Skills, Typing, Documentation Skills, Verbal Communication, Written Communication, Dependability, Attention to Detail, Administrative Writing Skills
10Advertise the position Customer ServiceAllstars Only $50K to $300KDon’t even call unless you are an overachiever and can prove it. Come build an empire within our fine, progressive company. We are in the Insurance Industry, but we don’t hire backgrounds. We hire top producers. If you’re average, you can earn $50K with us. If you are a star, you can earn $300K plus. Young or old, if you have the stuff, we’ll know. Contact us at…
11Advertise the position Customer ServiceAllstars Only $35K to $85KDon’t even call unless you are an overachiever and can prove it. Come build a career within our fine, progressive company. We are in the Insurance Industry, but we don’t hire backgrounds. We hire top associates. If you’re average, you can earn $35K with us. If you are a star, you can earn $85K plus. Young or old, if you have the stuff, we’ll know. Contact us at…
13Resume RetentionThe EEOC requires employers to keep solicited resumes and related information for at least one year, it is best to keep them at least four years, in order to exhaust all possible statutes of limitations for various employment law causes of action.
14Pre-Screen / Sort Resumes Be extremely careful in your note taking Pre-Screen / Sort Resumes Be extremely careful in your note taking. Avoid use of careless or embarrassing comments.How many jobs in the last 5 years?How long have they worked at each job, any gaps between jobs?How long of a commute?Does job experience relate to position? Education relevant?Grammar & organization of ideas?
15Step Three Telephone Interview Set up 10 minute time slots for each of the pre-selected candidates.
16Telephone Interview Candidate’s Responding to Allstars Only Here is the script…YOU: Okay. You read our ad and it said, “Don’t even apply unless you think you’re the best.” So tell me why you think we should interview you.THEM: Well…uh…Can you tell me a little bit about the job?YOU: That’s a much longer conversation. I’m happy to have the conversation if we determine that you’re someone we want to interview. So tell me, why should we interview you?Notice that we are testing their ego in the first 60 seconds of the conversation.
17Telephone InterviewTHEM: Well…um…Let’s see. I’ve been in sales for two years. I really like it and I like interacting with people. I feel that if it’s a good product or service, I can sell it.YOU: I’m not really hearing it.THEM: What do you mean?YOU: I’m not hearing an Allstar. I’m not really hearing top producer.THEM: You’re not?YOU: No.This rejection is intentional because it works well for determining what kind of person you have.THEM: Oh well…okay. Um, um….I guess you would know.YOU: Yes, I would know.THEM: Well…okay. Thanks very much. Bye.
18Telephone Interview Here is how the conversation should go… YOU: Okay. You read our ad and it said, “Don’t even apply unless you think you’re the best.” So tell me why you think we should interview you.THEM: Well…uh…Can you tell me a little bit about the job?YOU: That’s a much longer conversation. I’m happy to have the conversation if we determine that you’re someone we want to interview. So tell me, why should we interview you?
19Telephone Interview Allstar THEM: Well let’s see…In my last job, I was the new guy and I had never sold widgets before, and, within three months, I was bringing in bigger accounts than they had ever had. In six months I was outselling people who had been there for five years.See how they start selling right away.YOU: That sounds good, but I’m not sure I’m hearing top producer.THEM: Well, maybe you’re deaf.
21Make AppointmentCall each of the qualified candidates to set up an hour time slot for the initial interview.Tell them they will first fill out some forms and then take personnel tests prior to the interview.
22Step Five Documents Signed Administrator will explain documents and obtain the candidate’s signatures.
23Background Check Authorization Background Check Authorization Release Signature Required for Employer’s ProtectionBackground Check AuthorizationI authorize any of the persons or organizations referenced in this job interview to give you any and all information concerning my previous employment, education, or any other information they might have, personal or otherwise, with regard to any of the subjects covered during this job interview. I release all such parties from all liability from any damages which may result from furnishing such information to you. I also understand that you may check with the Texas Department of Public Safety or other organizations for any criminal history._________________ ___________________Applicant’s Signature DateIf the candidate does not agree to terms of investigation, then you can not make an offer of employment.If candidate does not qualify or pass, Nationwide will send a letter to the candidate.
24Applicant’s Statement of Clarity Statement of Clarity Test Administrator to Obtain Applicant’s SignatureApplicant’s Statement of Clarity I certify that all information, I have supplied in this interview process is true and complete. I understand that any wrong or incomplete information given, can lead to my not being hired or, if I am hired to my termination from employment if discovered after hire. ____________________ __________Applicant’s Signature DateIf you hire someone and later find out there was more to their story than they told, confront them with the situation prior to termination and ask them to explain in their own words in writing what happened.
25References Request Authorization Forms for Release of Information Authorization for Prior Employer to Release InformationPlease read the following statements, sign below and return to the Human Resources office.(Need one form for each reference.)I hereby authorize any investigator or duly accredited representative of Barhorst Insurance Group LTD bearing this release to obtain any information from schools, residential management agents, employers, criminal justice agencies, or individuals, relating to my activities. This information may include, but is not limited to, academic, residential, achievement, performance, attendance, personal history, disciplinary, arrest, and conviction records. I hereby direct you to release such information upon request of the bearer. I understand that the information released is for official use by Barhorst Insurance Group, LTD and may be disclosed to such third parties as necessary in the fulfillment of official responsibilities.I hereby release any individual, including record custodians, from any and all liability for damages of whatever kind or nature which may at any time result to me on account of compliance, or any attempts to comply, with this authorization. ___________________________ ___________________________Applicant’s Signature Date Note: These forms can be faxed or ed.
27IIAT – Insurance Skills Test 75% or above – Experience has value. Tests Administered Prior to Interview Results Given to Manager for ReviewTEAM DynamicsDoes personality type match position?A. Togetherness B. Enterpriser C. Analyzer D. MotivatorValues SurveyDo values match culture?IIAT – Insurance Skills TestOnly if candidate has insurance experience.75% or above – Experience has value.75% or below – No value from experience.
29Initial Interview Be extremely careful in your note taking Initial Interview Be extremely careful in your note taking. Avoid use of careless or embarrassing comments.Three Part Process1. Relax2. Probe3. Attack
30Part One - Relax Be friendly Be a great listener Give candidate opportunity to show their best side.Technique: Write down 5 questions you want to be asked in the interview that will show your best side.
31Part Two - Probe Get to know the person Ask questions to test their empathyTry to determine their backgroundLook for areas of accomplishmentWhen they’ve opened up to you and are honest and unguarded, go over their resume w/ them. Use the questions you ask to determine how they think & if they use good judgment. Act positively, no matter what they say – you want them to keep talking.
32Probing Questions to Ask Determine the Candidate’s Background What events or influences from your childhood shaped who you are today?What are some of the biggest challenges in you life? They need not be work related.What was the toughest sale you ever made? (Make sure you ask for all the details and step-by-step specifics of this experience.)
33Probing Questions to Ask Determine the Candidate’s Accomplishments and Gauge Their Overachievement Tell me about a time in your life when the odds were stacked against you but you overcame them and succeeded.Tell me three or four things of which you are most proud.Have you ever practiced and reached a high level in any area beyond just getting by in life?
34Probing Questions to Ask Determine the Candidate’s Ability to Bond with Others and Test Their EmpathyHow would your best friend describe you?Of everyone you know, who has the most faith in you? Why?What are your best memories?
35Probing Questions to Ask Determine if Candidate Has Good Judgment and How They Think Why did you leave your last three positions?Were you unhappy? Why?Tell me about a disappointment or disagreement you’ve had with a boss and what happened.Name two weak points of previous bosses.Name two instances when a supervisor criticized you.
36Part Three – Attack Reject them again Strong rejection tactic…tell them they don’t have what it takes.An Allstar possesses tremendous faith in themselves, and nothing can convince them they can’t do the job.If they don’t respond, prompt them with “How do you feel about what I just said?”
37Part Three – Attack Be tactful – but not soft The weak will crumble. Let them go.Or if you are looking to hire someone other than a salesperson, go easy on this attack.
39Request Letter of Interest Prompt candidate to mail letter of interest if you are both interested in the next step of hiring process.Why are you the best candidate?Thank you.How long did it take the candidate to send?Is the grammar in the letter indicative of the applicant’s ability to perform the job?This is very important! is ok.
41Check References Be extremely careful in your note taking Check References Be extremely careful in your note taking. Avoid use of careless or embarrassing comments.Call each reference. If needed fax authorization release form to former employer.Write in answers to each question while you are speaking with individual contacted.Compare the answer to the resume after you have finished the telephone reference inquiry.
42Reference Check Form Questions: Does info match candidate’s resume? Completed by: Date_________________________Applicant’s name: Job title:______________________Individual contacted: Title__________________________Company: Phone number:_________________Questions: Does info match candidate’s resume?Yes NoDid applicant work for you? _____ _____Dates of employment? _____ _____Position held? _____ _____Duties: _____ _____Salary: _____ _____Reason for leaving: _____ _____If applicant did not work for you….In what capacity do you know this individual?Describe their Strengths and Weaknesses.Please tell me about the applicant’s character, ability to get along with others, attitude.What would you rate the person’s ability to use good judgment in a normal situation? In a stressful situation?Would you recommend this individual for employment? Why or why not?
43Reference Check Questions General CommentsOverall Performance?Quality of work?Was honesty ever questioned?Tardiness?Would you re-hire applicant?
45Personality Profiling Key to Finding Allstars Allstar Sales Producers……have a high level of dominance combined with high influence.Allstar Customer Service Reps……have a high level of steadiness combined with a significant level of compliance.Personality Traits DefinedDominance – A personality trait that has to do with ones ego.Influence – A personality trait that has to do with how one reacts in social situations and a gauge of one’s communication levelSteadiness – A personality trait that has to do with a person’s level of patience, persistence and thoughtfulness.Compliance – A personality trait that has to do with how one relates to structure and organization.
46Administer Personnel Tests Preferably administered in office so that candidate does not seek help in answering test. Can be given online.Psyche TestIQEQIf sales people are not “hungry” they will not be motivated by an opportunity to control their income Devin Wisener
48Background Check All Employees Must Be Accepted Before Hire Nationwide affiliated background investigation.Candidate must supply name, drivers license number, social security number, aliases, addresses.Report will come back for your review.Sometimes further explanation is needed after investigator’s initial review. This info can be faxed for further review by the investigator.Nationwide handles rejection letter.Nigel P.J. SpriddellLead Licensing Technician, Background InvestigationsNationwide InsuranceIf the candidate does not agree to terms of investigation, then you can not make an offer of employment.If candidate does not qualify or pass, Nationwide will send a letter to the candidate.
50No ExceptionsDO NOT HIRE Candidate Before Approval from Nationwide on Background Investigation!If applicant did not disclose key problems on background form – do not request background exception to hire.
54Personality Profile Omnia Profile The results from this screening can be benchmarked to previous candidates that have been a good fit in their particular position.
55Set up Follow Up Interview Step FourteenSet up Follow Up Interview
56Follow Up Interview Review Omnia Profile Review Personal Orientation ProfileReview TEAM, Skills, Values AssessmentsTalk about your agency, BIG, & our accoladesTalk about Job, Hours, Dress Code
57Job Offer or Rejection Letter Step FifteenJob OfferorRejection Letter
58Rules to Follow Do Not Send Job Offer Letter Do Send Rejection Letter We do not send job offer letters as they can be construed as a contract to work for a certain amount of time as opposed to ‘at will’ employment.Do Send Rejection LetterWe do send a rejection letter out of kindness and goodwill.
59Sample Rejection Letter Sample Rejection Letter * At any time you feel the candidate does not qualify, stop and send Rejection Letter.DateNameAddressCity, TX zipDear _______,Thank you for taking the time to submit your resume and for taking the time to meet with me. I enjoyed having the opportunity to learn about your experiences and interests.Although we appreciate your interest in the Barhorst Insurance Group, other candidates more closely match the role we are seeking to fill.Thank you again for you interest in The Barhorst Insurance Group.Sincerely,