People Skills: Some things never change Lessons from “Les Giblins” and “My Father’s basement”

Human Nature Why people do what they do. Knowing how they will react to you. Simply recognizing people for what they are – not for what YOU think they are and not for what YOU want them to be.

THEM not you We are 10 thousand times more interested in ourselves than in others. Actions are governed by self thought and self interest. KEY to life is this simple truth – it’s about THEM, not you.

Reframing the dialogue What is the most interesting subject to your client? THEMSELVES. You are working with their human nature not against it – when you talk about you – it has the opposite effect. REMOVE these words from your vocabulary I, ME, MY, MINE - REPLACE WITH “you”.

Get your client talking about themselves – by asking questions: “how is your family?” “are you enjoying your new home?” “what matters most to you?” “are you confident in your current financial plan?” “are you concerned about financial security?”

It’s not about how you like the subject you are discussing with your client or their view – it’s how they like it! They will believe their conversation with you is most interesting – because it is about them! Get your client talking !!!

The importance of IMPORTANT Desire to be important – recognized. The more important you make people feel – the more they will respond to you. Nobody wants to be a nobody.

Tips on Importance Listen to them – eye contact, no smart phone, body language – single focus on THEM Compliment – genuinely Use their name often Pause before responding Use – “you” and “your” not I, Me, Mine Pay attention to everyone

The Art of Being Agreeable Who do you like to spend time with? Any fool can disagree – wisdom is found in agreement – especially when the other person is wrong.

6 Steps to the Art of Agreement 1.Learn to be agreeable – frame of mind – intentional – goes against our ego. 2.Tell people when you agree with them both verbally and with body language. 3.Don’t tell when you disagree – unless absolutely necessary.

4.Admit when you are WRONG – earns trust and respect. 5.Don’t argue – even when you are right – nobody wins. 6.Handle fighters – be calm and don’t engage. 6 Steps to the Art of Agreement…

Two Ears – One Mouth Listen – twice as much as you speak – you will be wiser for it. A good listener allows people to hear their favorite person – themselves! Listening takes work and isn’t natural

Tips on Listening 1.Look at the person who is speaking – if they are worth listening to, they are worth looking at. 2.Lean towards the speaker and listen intently, you don’t want to miss a single word. 3. Ask questions – affirms you are listening.

Tips on Listening 4.Stick to the speaker’s topic and DON’T INTERRUPT – this is the hardest listening skill to master. 5. Use their favorite word – their name – You and your – not me, I, mine. Listen Smile Agree

The Power of Influence Appeal to emotion – 80% of people buy based on emotion. Find out what your client wants – don’t assume you know. Deliver what they want – framing- they get what they want from you.

Convince – don’t coerce It is human nature for people to be skeptical of you when you can benefit from their actions. Clients are skeptical - eliminate this through third party power… “My client Joe Smith was so thankful that he was able to qualify for life insurance. He had put if off for a long time and is now relieved it has been taken care of and his family is protected.”

My client referred me to his adult son who had just purchased a home. I was able to replace their bank mortgage insurance – save them money and provide more coverage. They now have a policy that is guaranteed and has a promise to pay. Referral

Getting your client to DECIDE Here are 4 ways to get your client to say “YES” to you. 1. Give them a REASON to say “yes” to YOU. Show your client that saying yes to you benefits them – not you. The reasons are about them – managing their risk, protecting their family, giving them peace of mind, saving them money.

Saying Yes to YOU 2.Ask “yes” questions – get them in a “yes” frame of mind. “Protecting your family is important to you?” “You would like coverage that works within your budget?” “Crossing insurance off you list will put you at ease won’t it?” Nod your head with their yes – agree with them. YES! I Agree!

3. Give your customer a choice. Either choice results in a yes to you – don’t create a no option. “ Would you like to apply for both life insurance and critical illness to save time?” “T- 25 is a great option – would you like an additional 5 years of coverage and save money long term?” Saying Yes to YOU

Getting a Yes to the next Appt “ Would you like to meet tomorrow afternoon or Friday morning? ” NOT- “ Would you like to schedule another appointment? ” Think before you speak – will your words evoke a yes or no response. Rehearse your phrases and body language. Be prepared.

4. Expect a YES response! When you expect a yes response you are confident – you give them the impression that you believe they will say YES to you. Most people start off neutral or skeptical – but all can be led to a YES response. People like to do what is expected of them. Getting a Yes to the next Appt

The first few seconds of a relationship sets the tone. Be fresh for your meeting – be present and don’t express you have had a hard day or are frustrated with traffic, etc. They don’t care- you are taking their time – not vice versa. You set the tone of the meeting - if you are stressed or angry – they will be too. PEOPLE RESPOND IN KIND – THEY WILL MIRROR YOUR ATTITUDE – SMILE –LOOK THEM IN THE EYE Set the mood

Praise People BE generous and GENUINE with your praise. Praise the ACT not the person – you are wise to take the time to look at how you can protect your family. You had a great golf game, you raised your children well. You have done well in advancing your career. BE Specific. Thank you! Congrats! on your promotion

Little reminders Be sincere – don’t sell what you don’t own or believe in. Show enthusiasm – it’s a privilege to have your clients’ attention. Don’t be anxious – it creates stress for you and your client. Never build yourself up by tearing others down.

Happiness Formula CREATE THE HABIT OF KINDNESS Say one kind thing about 3 people everyday. When dealing with difficult people, think of 3 good things about them and focus on them. Be grateful – each day is a gift – enjoy the present.

Assumption Life is a thriving Canadian Mutual Insurance Company with more than a century of experience! We provide a broad range of insurance and investments products such as: Life Insurance Group Insurance Investment products through well-know fund manager (AGF, Fidelity Investments, CI investments and Louisbourg Investments) Group Savings and retirement plans Mortgage Loans Who are we?

For us, it’s always been about YOU. Massachusetts, Our company is founded to ensure the well- being of Acadian families. Our mission is still the same today, with one exception – we’ve evolved to protect all Canadian families. With these families at heart and with the success of advisors in mind, we strive to offer a positive and authentic experience at every occasion. Assumption Life is keen on cultivating a strong and trustworthy business relationship with all of its advisors. We value your role and do our utmost to support you.

Assumption Life’s Corporate Overview Excellent rating, Am Best (15 years running) Solvency ratio: 232% (2014) Assets under Management: 1.5 billion

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