1. TMK1432 0410 Training

2. TMK1432 0410 So what are the Company’s training expectations? Give every Agent the support, motivation, and opportunity to be successful Training Expectations

3. TMK1432 0410 Conduct Training using PESOS Conduct Effective Field Coaching – Make Sales Transfer Skills and Confidence Training: How are we going to get there?

4. TMK1432 0410 How do you train Agents in the office and in the field? P repare E xplain S how O bserve S upervise Training

5. TMK1432 0410 Training

6. TMK1432 0410 Prepare Prepare yourself and the materials Put the Agent at ease Point out the benefits to the Agent State the objective Training: Prepare

7. TMK1432 0410 Explain What How Why Training: Explain - What you want the Agent to do - How you want the Agent to do it - Why it should be done this way

8. TMK1432 0410 Training: Explain Get Feedback – Verify the Agent understands Ask questions that begin with: Who What When Where Why How

9. TMK1432 0410 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

10. TMK1432 0410 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

11. TMK1432 0410 So where does the breakdown most often occur in PESOS training? The Great Divide

12. TMK1432 0410 Role Play P repare E xplain S how O bserve S upervise Observe & Supervise PES Dispensers

13. TMK1432 0410 Day 1Percentage of Presentations Agent25% -- Building Rapport Day 2-3Percentage of Presentations Agent50% -- Laptop Through Sponsorships Day 4-5Percentage of Presentations Agent75% -- Laptop Through Final Offer/ manager close if necessary Day 6-8Percentage of Presentations Agent100% -- Complete presentation Individual Field Training

14. TMK1432 0410 Day 1Percentage of Presentations Agent25% -- Complete survey Day 2-3Percentage of Presentations Agent50% -- Getting past gatekeeper Day 4-5Percentage of Presentations Agent75% -- Request appointment/ manager close if necessary Day 6-8Percentage of Presentations Agent100% -- Secure appointment Worksite Prospecting Field Training

15. TMK1432 0410 Day 1Percentage of Presentations Agent25% -- Build rapport Day 2-3Percentage of Presentations Agent50% -- Present the company Day 4-5Percentage of Presentations Agent75% -- Present product/tax savings & manager close if necessary Day 6-8Percentage of Presentations Agent100% -- Complete paperwork w/roster Worksite Presenting Field Training

16. TMK1432 0410 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

17. TMK1432 0410 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

18. TMK1432 0410 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

19. TMK1432 0410 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

20. TMK1432 0410 Supervise Set objectives Put the Agent on her own and observe Discuss, analyze and coach Maintain and analyze records Diagnose additional training needs Training: Supervise

21. TMK1432 0410 Give the New Agent Package to new Agents on their first day: Review online training schedule Register for tmkweb.com email account Log on to www.libnat.com Download Proposal System Download E-application Download Laptop Sales Presentations *Training: Available Tools

22. TMK1432 0410 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

23. TMK1432 0410 Coaching Checklist

24. TMK1432 0410 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…

25. TMK1432 0410 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…

26. TMK1432 0410 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 …

27. TMK1432 0410 How do you train Agents in the field? P repare E xplain S how O bserve S upervise Training

28. TMK1432 0410 “If you had it to do all over again, what would you do differently?” Always remember

29. TMK1432 0410 Preview of Coming Attractions

30. TMK1432 0410 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:

31. TMK1432 0410 Field Training 4. Develop proper activity habits in the Agent 5. Build the Agent’s confidence – require 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) Purpose of Field Training:

32. TMK1432 0410 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

33. TMK1432 0410 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

34. TMK1432 0410 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.

35. TMK1432 0410 Use the individual Laptop Sales Presentation 100% of the time when training new Agents on individual sales It’s not about YOU! *Training: Available Tools

36. TMK1432 0410 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

37. TMK1432 0410 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

38. TMK1432 0410 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.

39. TMK1432 0410 Coaching – In The Field Reinforces training Increases Agent understanding Turns every interview into a training session Keeps you on track Coaching

40. TMK1432 0410 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:

41. TMK1432 0410 Training Recap P repare, E xplain, S how, O bserve, S upervise Utilize Available Tools In Office Training Field Training Coaching

42. TMK1432 0410 Training The Agent In The Field

43. TMK1432 0410 PESOS and Coaching Checklist handouts Training

44. TMK1432 0410 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 …

45. TMK1432 0410 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 …

46. TMK1432 0410 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

47. TMK1432 0410 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

48. TMK1432 0410 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

49. TMK1432 0410 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

50. TMK1432 0410 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

51. TMK1432 0410 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

52. TMK1432 0410 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

53. TMK1432 0410 Training The Agent Phone Prospecting

54. TMK1432 0410 Recap what we learned Thursday Training: Phone Prospecting

55. TMK1432 0410 PESOS Handout Training: Phone Prospecting

56. TMK1432 0410 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

57. TMK1432 0410 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

58. TMK1432 0410 Training The Agent Face-to-Face Approaches

59. TMK1432 0410 Recap what we learned Thursday Training: Face-to-Face Approaches

60. TMK1432 0410 PESOS Handout Training: Face-to-Face Approaches

61. TMK1432 0410 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

62. TMK1432 0410 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

63. TMK1432 0410

64. 10-Minute Break Back in this room

65. TMK1432 0410 Training

66. TMK1432 0410 Prepare Prepare yourself and the materials Put the Agent at ease Point out the benefits to the Agent State the objective Training: Prepare

67. TMK1432 0410 Explain What How Why Training: Explain - What you want the Agent to do - How you want the Agent to do it - Why it should be done this way

68. TMK1432 0410 Training: Explain Get Feedback – Verify the Agent understands Ask questions that begin with: Who What When Where Why How

69. TMK1432 0410 Role Play P repare E xplain S how O bserve S upervise Training: Show & Observe Role Play

70. TMK1432 0410 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

71. TMK1432 0410 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

72. TMK1432 0410 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

73. TMK1432 0410 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

74. TMK1432 0410 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

75. TMK1432 0410 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

76. TMK1432 0410 Supervise Set objectives Put the Agent on her own and observe Discuss, analyze and coach Maintain and analyze records Diagnose additional training needs Training: Supervise

77. TMK1432 0410 Give the New Agent Package to new Agents on their first day: Review online training schedule Register for tmkweb.com email account Log on to www.libnat.com Download Proposal System Download E-application Download Laptop Sales Presentations *Training: Available Tools

78. TMK1432 0410 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

79. TMK1432 0410 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 …

80. TMK1432 0410 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 …

81. TMK1432 0410 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 …

82. TMK1432 0410 How do you train Agents in the field? P repare E xplain S how O bserve S upervise Training