LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

Transcription

1 The Centre for Professional Development LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

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3 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series Professional Training and Development in Bancassurance Sales and Sales Management For Insurance Company Bancassurance Distribution Management and Staff, Including Bank Teller Part 1 Developing Successful Bancassurance Distribution Senior Executives Part 2 Leading Successful Bancassurance Distribution Senior Team Manager/General Supervisor Part 3 Supervising the Sale Team Manager Part 4 Bancassurance Selling Sales Manager Part 5 Lead Management Bank Teller For more information about these courses and materials, contact The Centre for Professional Development at thecentre@limra.com 300 Day Hill Road, Windsor, CT P.O. Box 208, Hartford, CT

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5 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series Diagram PART ONE Developing Successful Bancassurance Distribution (Senior Executive) PART FIVE Lead Management (Bank Teller) LIMRA International Bancassurance Multi-Level Training Series PART TWO Leading Successful Bancassurance Distribution (Senior Team Manager) PART FOUR Bancassurance Selling (Sales Manager) PART THREE Supervising The Sales (Team Manager) LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series 5

6 Part 1 Developing Successful Bancassurance Distribution Senior Executives PART 1 Developing Successful Bancassurance Distribution (For All Senior Executives involved in the setting up or the reviewing of a Bancassurance distribution project.) Overall Objective By the end of this program the participant will understand: The environmental factors that provide the framework within, which the Bancassurance distribution model can flourish The critical success factors to make Bancassurance work Understand the various Bancassurance models to help determine which model may be most appropriate for them Which are the most appropriate products for distribution via the Bancassurance model The key factors, which will affect the relationship between the Bank and the Life Assurance Company The importance of brand management and how Bancassurance can either enhance or damage the brand if not managed carefully The importance of Human Resource Management and Development and how these disciplines can impact on the success of Bancassurance 6 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

7 Part 1 Developing Successful Bancassurance Distribution Senior Executives One Day Training Lesson Plan At A Glance SESSION 1 Welcome and Introduction The first day provides opportunity for presenters and participants to introduce themselves, allow the presenters to set the housekeeping rules, and participants to set the course expectations. SESSION 2 Worldwide Bancassurance This session will provide an overview of what is happening Worldwide SESSION 3 Critical Success Factors This session will look at the environmental and economic issues SESSION 4 Bancassurance Models This session will look at the five most popular Bancassurance models SESSION 5 Brand Management This session will look at how Bancassurance can enhance the Bank/Insurance brand SESSION 6 Process Efficiency & Technology This session will look at the operational processes and IT needed to support the setting up and ongoing running of the project SESSION 7 Which Model is Right? This session will help the participants to chose the right model for their business LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series 7

8 Part 1 Developing Successful Bancassurance Distribution Senior Executives Session 1: Welcome and Introductions The presenters will be introduced, and participants will introduce themselves. Participants will be asked what they want to learn from the course. General housekeeping and the agenda for the day will be covered. Session 2: Worldwide Bancassurance By the end of this session through a combination of input and discussion the participants will be able to understand How Bancassurance operates in various Worldwide countries The rates of growth, diversity and penetration rates achieved across Europe How Bancassurance is viewed by Insurance Companies and the Banks Session 3: Critical Success Factors By the end of this session through a combination of input and discussion the participants will be able to understand The environmental factors that will contribute to the success or failure of the Bancassurance business The potential political, regulatory and cultural influences that contribute to the success of Bancassurance How taxation can influence buyer behaviour and impact on distribution and product offerings Session 4: Bancassurance Distribution Models DAY ONE NARRATIVE SESSION PLAN By the end of this session through a combination of input and discussion the participants will be able to understand The various operating models: pure distribution, strategic alliances, joint ventures, vertical integration players and integrated players How the Bank branch network will support the introduction of the appropriate Bancassurance distribution model How to minimise the culture clash between the Bank and the Insurance company in the various models 8 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

9 Part 1 Developing Successful Bancassurance Distribution Senior Executives Session 5: Brand Management By the end of this session through a combination of input and discussion the participants will be able to understand How the various distribution models will impact on the Bank and the Insurance company brand How to leverage customer value through Bancassurance distribution How to determine the most appropriate product offerings Session 6: Process Effectiveness and Technology By the end of this session through a combination of input and discussion the participants will be able to understand What systems are essential to the success of Bancassurance distribution How to maximise cross-selling opportunities using technology How technology can support the sales process Session 7: Which Model is right for us? By the end of this session through a combination of input discussion and exercise the participants will be able to determine Which model is best for their Bank DAY ONE NARRATIVE SESSION PLAN (continued) What actions are necessary to commence the Bancassurance project What KPI s could be set for the Bancassurance project LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series 9

10 Part 2 Leading Successful Bancassurance Distribution Senior Team Manager/General Supervisor PART 2 Leading Successful Bancassurance Distribution (For All Senior Team Manager/General Supervisor Involved in the Managing of Bancassurance Distribution) OVERALL OBJECTIVE By the end of this program the participant will be able: To identify and positively shape the management style of the delegate. To enable the STM/GS to identify the key business drivers of a successful sales team operation and to explain how these apply to their role. To ensure that the delegates can define their role in training the Team Managers and their Sales Managers in their area into a successful sales unit, and identify the changes they may have to make to their own personal actions and behaviours to create the right operational culture/environment. To ensure that delegates demonstrate the importance of planning and organising sales management activity, know how to effectively implement this, and are motivated to implement this in their day-to-day operation. To ensure that delegates can identify the power of goal setting in motivating performance improvement and driving sales success, demonstrate competent in goal setting and are motivated to use this technique in their day-to-day operation. To ensure that delegates can identify performance strengths and weaknesses through effective monitoring of staff performance and are motivated to implement daily sales monitoring activities in their day-to-day operation. To ensure that delegates can run effective and motivational team meetings and are motivated to implement this practice. To ensure that delegates accept the importance of feedback, demonstrate best practices when carrying out this activity, and are motivated to implement a program of open and honest regular feedback to Team Managers and their Sales Managers. To ensure that the managers understand the importance of coaching and development in improving individual performance, are skilled in effective sales coaching and are motivated to implement a coaching culture. To ensure the managers can identify the key management issues associated with managing and maintaining relationships with bank branches, key sub-branches and other key distribution channels and to have them compile effective and practical plans. 10 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

11 Part 2 Leading Successful Bancassurance Distribution Senior Team Manager/General Supervisor Three Day Training Lesson Plan At A Glance DAY ONE DAY TWO DAY THREE SESSION 1 Welcome and Introduction The first day provides opportunity for presenters and participants to introduce themselves, allow the presenters to set the housekeeping rules, and participants to set the course expectations. SESSION 2 European and (country specific) Bancassurance This session will provide an overview of what is happening in Europe. The current trends and why Bancassurance has become so successful. SESSION 3 Sales Management This session will look at the benefits and challenges associated with the Senior Team Managers role. SESSION 4 The Role of the Senior Team Manager/General Supervisor This session will look at the job responsibilities and the important aspects of the job. SESSION 5 The Qualities of a Good Senior Team Manager/General Supervisor This session will look at good sales management practices. SESSION 6 Management Styles This session will look at the most appropriate management styles for this role, including how to support their teams. SESSION 7 Understanding Performance This session will look at the practices, activities and behaviours of an Senior Team Manager/General Supervisor SESSION 8 Activity Management and Goal Setting This session will look at how activity drives performance. SESSION 9 Monitoring and Observing Performance This session will look at the how to identify performance strengths and weaknesses. SESSION 10 Managing Performance This session will look at the supervision of Team Managers and why some managers succeed and why some fail. SESSION 11 Motivation This session will help the participants to be able to motivate their Team Managers. SESSION 12 Running Effective Meetings This session will help participants to run effective motivational meetings. LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series 11

12 Part 2 Leading Successful Bancassurance Distribution Senior Team Manager/General Supervisor Session 1: Welcome and Introductions The presenters will be introduced, and participants will introduce themselves. Participants will be asked what they want to learn from the course. General housekeeping and the agenda for the day will be covered. Session 2: European and (country specific) Bancassurance By the end of this session through a combination of input and discussion the participants will be able to understand; How Bancassurance operates in various European countries The rates of growth, diversity and penetration rates achieved across Europe How Bancassurance is viewed by Insurance Companies and the Banks LIMRA research on (country specific) Bancassurance market covering products sold through the bank channel in (country specific) Organizational models used by (country specific) insurers and banks Target markets that (country specific) insurers are focusing on for Bancassurance sales Session 3: Sales Management DAY ONE NARRATIVE SESSION PLAN Sales Management differs very much from personal sales. It demands different temperament and skills. It requires constant concern with a keen interest in others. To a large extent, the job of Sales Management means giving up the independence of an individual sales person to become a leader, trainer, motivator, consultant and counsellor to others. Benefits and challenges for Senior Team Manager/General Supervisor Tasks of a Senior Team Manager/General Supervisor Competency of a Senior Team Manager/General Supervisor Support structure for a Senior Team Manager/General Supervisor A summary of the Senior Team Manager/General Supervisor job Creating, developing and enhancing bank & distribution channel relationships 12 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

13 Part 2 Leading Successful Bancassurance Distribution Senior Team Manager/General Supervisor Session 4: The Role of the Senior Team Manager/General Supervisor The objective of this session is to ensure role clarity for the Senior Team Manager/General Supervisor, and to identify the areas where they may need to change their management practices to become more effective. The role of the Senior Team Manager/General Supervisor Planning Performance monitoring Team-visits Motivation Team development Relationship management DAY ONE NARRATIVE SESSION PLAN (continued) LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series 13

14 Part 2 Leading Successful Bancassurance Distribution Senior Team Manager/General Supervisor Session 5: The Qualities of a Good Senior Team Manager/General Supervisor A good manager has vision and the ability to take people to the realisation of that vision as their common objective utilising his skills to inspire, motivate, guide and counsel Good sales management within the company Team managers expectations of a good Senior Team Manager/General Supervisor How to help Team Managers and their Sales Managers to become self-motivators Motivating new Team and Sales Managers Typical challenges presented by established Managers Effective interpersonal relationships Session 6: Management Styles The objective of this session is to ensure that delegates can identify the most appropriate managerial style to use to ensure that the learning, development, personal style, and business performance of their Team Managers is optimised that they are motivated to apply these principles in the day-to-day management of their team. Managerial characteristics Personal managerial style Leadership style When to participate When to support Session 7: Understanding Performance The objective of this session is to ensure that the delegates have a clear and accurate understanding of what practices, activities and behaviours will be necessary to drive sales success in their teams. Definition of success The link between measurement and success DAY TWO NARRATIVE SESSION PLAN Key Performance Indicators & Drivers (KPI s/ KPD s) Productivity and the Performance improvement cycle 14 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

15 Part 2 Leading Successful Bancassurance Distribution Senior Team Manager/General Supervisor DAY TWO NARRATIVE SESSION PLAN (continued) Session 8: Activity Management and Goal Setting Activity drives performance. Activity is performance. Activity is work. However, ineffective activity is shortterm, frustrating for everyone and brings poor results. Examination / Diagnosis / Remedy Activity management and goal setting Results Activity effectiveness Activity diagnosis LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series 15

16 Part 2 Leading Successful Bancassurance Distribution Senior Team Manager/General Supervisor Session 9: Monitoring and Observing Performance To ensure that delegates can identify performance strengths and weaknesses through effective monitoring of Team Manager performance and are motivated to implement daily sales monitoring activities in their dayto-day operation. Monitoring Hard and Soft performance data Role-plays for monitoring performance Team exercises Monitoring KPI s Session 10: Managing Performance By the end of the session the Senior Team Manager/General Supervisor will be able to define what is meant by supervision of his Team Managers (and their Sales Managers), recognise why and how some people fail, learn how to make supervision work via a number of different methods Definition of supervision Why Team Managers fail? Characteristics of good performance appraisal Methods of supervision Assignment Case-study supervision Session 11: Motivation By the end of this session, Senior Team Managers/General Supervisors will be able to define motivation and apply learning to their teams The concept of motivation Sources of motivation The need to motivate Factors in motivation Case study DAY THREE NARRATIVE SESSION PLAN 16 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

17 Part 2 Leading Successful Bancassurance Distribution Senior Team Manager/General Supervisor Session 12: Running Effective Meetings To ensure that delegates can run effective and motivational meetings and are motivated to implement this practice. How to run a meeting How to make meetings interactive How to structure a meeting How to plan the meeting How to deal with questions How to end on a positive note DAY THREE NARRATIVE SESSION PLAN (continued) LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series 17

18 Part 3 Supervising the Sales Team Manager PART 3 Supervising the Sales (For All Team Managers/Parties Who Will Be Involved in the Supervision of Sales Managers and/or Lead Introducers) Overall Objective By the end of this program the participant will understand: The importance of effective coaching in relation to the development of lead introducers and Sales Managers improved performance The twelve coaching competencies required to deliver effective performance coaching What motivates an individual to perform through the necessary desires to perform effectively The GROW model to observe and evaluate behaviours when assessing performance to Bank standards using relevant observational tools measuring the outcomes The behavioural standards to measure the effectiveness of a lead introducer and/or adviser to company standards How to observe the lead introducer and/or adviser against the selling steps sales process Each stage of the sales process and each elements component parts to company standards 18 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

19 Part 3 Supervising the Sales Team Manager Three Day Training Lesson Plan At A Glance DAY ONE DAY TWO DAY THREE SESSION 1 Welcome and Introduction The first day provides opportunity for presenters and participants to introduce themselves, allow the presenters to set the housekeeping rules, and participants to set the course expectations. SESSION 2 The Role and Key Elements of Coaching This session will provide an overview of the role and the key coaching elements. SESSION 3 Observing Behaviours and Evaluation When Assessing Behaviours This session will look the observation process SESSION 3 (cont) Observing Behaviours and Evaluation When Assessing Behaviours SESSION 4 The Behavioural Standards That Support the Sales Process This session will look at how the behavioural standards support the sales process. SESSION 4 (cont) The Behavioural Standards That Support the Sales Process This session will continue to look at how the behavioural standards support the sales process. SESSION 4 (cont) The Behavioural Standards That Support the Sales Process This session will continue to look at how the behavioural standards support the sales process. SESSION 4 (cont) The Behavioural Standards That Support the Sales Process This session will continue to look at how the behavioural standards support the sales process SESSION 5 How Do We Establish Leads? The Sales Process This session will look at the sales process and how to use it to generate leads. SESSION 5 (cont) How Do We Establish Leads? The Sales Process This session will continue to look at the sales process and how to use it to generate leads. SESSION 5 (cont) How Do We Establish Leads? The Sales Process This session will continue to look at the sales process and how to use it to generate leads. This session will continue to examine the observation process. SESSION 6 Assessment This session will assess the delegates knowledge of the products and the regulatory requirements. LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series 19

20 Part 3 Supervising the Sales Team Manager DAY ONE NARRATIVE SESSION PLAN Session 1: Welcome and Introductions The presenters will be introduced, and participants will introduce themselves. Participants will be asked what they want to learn from the course. General housekeeping and the agenda for the day will be covered. Session 2: The Role and Key Elements of Coaching By the end of this session through a combination of exercises the participants will be able to Identify effective coaching in relation to the development of lead introducers and advisers improved performance Understand how effective coaching affects business performance State the twelve coaching competencies required to deliver effective performance coaching State the basic elements of a coaching model (GROW) to assist the process Recognise what motivates an individual to perform through the necessary desires to perform effectively Describe how to prepare for a first meeting to begin to coach Session 3: Observing Behaviours and Evaluation When Assessing Performance By the end of this session through a combination of exercises and role plays the participants will be able to Apply the GROW model to observe and evaluate behaviours when assessing performance to Bank standards using relevant observational tools measuring them against the following outcomes i. Ineffective ii. Needs developing iii. Effective iv. Desired 20 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

21 Part 3 Supervising the Sales Team Manager DAY TWO NARRATIVE SESSION PLAN (continued) Session 4: The Behavioural Standards Which Support the Sales Process By the end of the session through a combination of exercises and role plays participants will be able to Use the behavioural standards to measure the effectiveness of a lead introducer and/or adviser to company standards Observe the lead introducer and/or adviser against the selling steps sales process i. Establish rapport ii. Finding out iii. Match iv. Action Use appropriate observation tools to be able to coach an individual s performance against Bank standards Evaluate the strengths and weaknesses and discuss the outcomes with the individual Complete coaching records to Bank standards DAY THREE NARRATIVE SESSION PLAN Session 5: How Do We Establish Leads? The Sales Process By the end of this session through a combination of role plays and exercises participants will be able to Explain the 4 stage sales process to establish leads i. Establish Rapport ii. Finding out iii. Match iv. Action Demonstrate each stage of the sales process and each elements component parts to company standards Session 6: Assessments By the end of this session through a combination of written and role play assessment participants will have achieved the standards outlined by the Bank. Written Exam Role Play LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series 21

22 Part 4 Bancassurance Selling Sales Manager PART 4 Bancassurance Selling (For All Sales Managers/Parties Who Will Be Customer Facing and Who Will Act As Advisers to the Customer) Overall Objective By the end of this program the participant will understand: What products are to be sold through their Bank How to identify potential customers for the products sold How to approach potential customers How to establish customer needs How to present their products to satisfy the identified needs of the customer How to deal with customer questions, objections and requests for information How to close the sale How to ask for referrals The importance of Compliance requirements involved in selling to Bank customers How new business is processed, underwritten and policies issued How to develop long-term relationships with the customer 22 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

23 Part 4 Bancassurance Selling Sales Manager Three Day Training Lesson Plan At A Glance DAY ONE DAY TWO DAY THREE SESSION 1 Welcome and Introduction The first day provides opportunity for presenters and participants to introduce themselves, allow the presenters to set the housekeeping rules, and participants to set the course expectations. SESSION 2 Why Bancassurance This session will provide an overview as to why the Bank has adopted Bancassurance SESSION 3 Why Bank Customers will Benefit This session will look at the benefits of Bancassurance to the Bank customers SESSION 4 Bancassurance Products This session will look at the products which will be sold through Bancassurance distribution SESSION 5 The Sales Process This session will look at the four steps in the sales process SESSION 5 (Cont) The Sales Process This session will continue with the four step sales process SESSION 5 (Cont) The Sales Process This session will continue with the four step sales process SESSION 5 (Cont) The Sales Process This session will continue with the four step sales process SESSION 6 Regulatory and Compliance Requirements This session will look at how regulatory and compliance affects the sales process, and how to apply the four step sales process to ensure regulatory standards are met. SESSION 7 New Business This session will look at how new business is managed SESSION 8 Relationship Management This session will help the participants determine how they develop a long-term relationship with customers SESSION 9 Assessment This session will assess the participants knowledge of the products and the regulatory requirements LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series 23

24 Part 4 Bancassurance Selling Sales Manager Session 1: Welcome and Introductions The presenters will be introduced, and participants will introduce themselves. Participants will be asked what they want to learn from the course. General housekeeping and the agenda for the day will be covered. Session 2: Why Bancassurance By the end of this session through a combination of input and discussion the participants will be able to understand; What Bancassurance means to the Bank How Bancassurance is to work in their Bank branch The background to the Insurance Company partner Session 3: Why Bank Customers Will Benefit By the end of this session through a combination of input and discussion the participants will be able to understand; The type of customer who will be attracted to Bancassurance Customer needs and the features and benefits of Bancassurance How the Bank will manage its relation with the Insurance Company Session 4: Bancassurance Products By the end of this session through a combination of input, discussion and exercises the participants will be able to understand; All of the insurance products that will be sold by Bancassurance Which products are most appropriate for each customer How to approach potential customers DAY ONE NARRATIVE SESSION PLAN Session 5: The Sales Process By the end of this session through a combination of input, discussion and exercises the participants will be able to understand; The sales process used to distribute the Bancassurance products How to identify potential customers How to deal with difficult customers DAY TWO NARRATIVE SESSION PLAN 24 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

25 Part 4 Bancassurance Selling Sales Manager Session 6: Regulatory and Compliance Requirements By the end of this session through a combination of input and discussion the participants will be able to understand; The steps that need to be taken with a customer to ensure regulatory standards are met How to position regulation in the sales process How to ensure compliance with all requirements Session 7: How Bancassurance New Business is Managed By the end of this session through a combination of input and discussion the participants will be able to understand; What happens to a proposal once it has been completed How a policy is underwritten and a policy produced How premium collect works Session 8: Presenting the Policy and Developing a Long-Term Relationship By the end of this session through a combination of input, discussion and exercises the participants will be able to understand; How to present a policy and ask for referrals How to follow up the initial sale How to develop a long term relationship with your Bancassurance customer Session 9: Assessments By the end of this session through a combination of written and role play assessment participants will have achieved the standards outlined by the Bank. Written Exam Role Play DAY THREE NARRATIVE SESSION PLAN LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series 25

26 Part 5 Lead Management Bank Teller PART 5 Lead Management (For All Bank Tellers/Parties Who Will Be Customer/Customer Facing and Likely to Pass Introductions to Advisers) Overall Objective By the end of this program the participant will understand: Why Bancassurance is appropriate for the Bank and how it works How Bancassurance would form part of the Banks objectives Their role and required behaviours to be an effective lead generator The overall requirements and importance of a sales process to help generate leads The key products sold and their features and benefits The 4 stage sales process to establish leads Each stage of the sales process and each elements component parts to company standards The process to introduce customers to advisers Why regulation is an important factor when generating leads The money laundering procedure for the Bank to company standards 26 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

27 Part 5 Lead Management Bank Teller Three Day Training Lesson Plan At A Glance DAY ONE DAY TWO DAY THREE SESSION 1 Welcome and Introduction The first day provides opportunity for presenters and participants to introduce themselves, allow the presenters to set the housekeeping rules, and participants to set the course expectations. SESSION 2 Why Bancassurance is Critical to the Bank This session will provide an overview as to why Bancassurance is important. SESSION 3 What Part Do Lead Introducers Play in Generating Business for the Bank This session will look role of the lead introducers in Bancassurance. SESSION 4 Products This session will look at the products which will be sold through Bancassurance distribution SESSION 4 (Cont) Products This session will continue to look at the products sold SESSION 4 (Cont) Products This session will continue to look at the products sold SESSION 5 How Do We Establish Leads? The Sales Process This session will look at the four steps in the sales process SESSION 5 (Cont) How Do We Establish Leads? The Sales Process This session will continue with the four step sales process SESSION 5 (Cont) How Do We Establish Leads? The Sales Process This session will continue with the four step sales process SESSION 6 How to Introduce Customers to SM s Making Appointments This session will look at how appointments are made SESSION 7 Why is Regulation Important to Lead Generation This session will look at how Regulation affects the way the Bank deals with introductions SESSION 8 Assessments This session will assess the participants knowledge of the products and the regulatory requirements LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series 27

28 Part 5 Lead Management Bank Teller DAY ONE NARRATIVE SESSION PLAN Session 1: Welcome and Introductions The presenters will be introduced, and participants will introduce themselves. Participants will be asked what they want to learn from the course. General housekeeping and the agenda for the day will be covered. Session 2: Why Bancassurance is Critical for the Bank By the end of this session through a combination of input and exercises the participants will be able to State why Bancassurance is appropriate for the Bank Understand how Bancassurance works Identify how Bancassurance would form part of the Banks objectives Session 3: What Part Do Lead Introducers Play in Generating Business for the Bank By the end of the session through a combination of inputs and exercises participants will be able to Outline their role and required behaviours to be an effective lead introducer Gain an insight into the overall requirements and importance of a sales process to generate leads Understand the importance of generating the required amount of new business for the Bank Session 4: Products By the end of this session, through a combination of inputs and exercises, participants will be able to; Identify the key products that advisers will sell State the features and benefits (FAB s) of each product Successfully complete product assessments 28 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

29 Part 5 Lead Management Bank Teller DAY TWO NARRATIVE SESSION PLAN Session 4: Products (continued) By the end of this session, through a combination of inputs and exercises, participants will be able to; Identify the key products that advisers will sell State the features and benefits (FAB s) of each product Successfully complete product assessments Session 5: How Do We Establish Leads? The Sales Process By the end of this session through a combination of role plays and exercises participants will be able to; Explain the 4 stage sales process to establish leads i. Establish Rapport ii. Finding out iii. Match iv. Action Demonstrate each stage of the sales process and each elements component parts to company standards LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series 29

30 Part 5 Lead Management Bank Teller DAY THREE NARRATIVE SESSION PLAN Session 5: How Do We Establish Leads? The Sales Process (continued) By the end of this session through a combination of role plays and exercises participants will be able to; Explain the 4 stage sales process to establish leads v. Establish Rapport vi. Finding out vii. Match viii. Action Demonstrate each stage of the sales process and each elements component parts to company standards Session 6: How to Introduce Customers to Sales Managers By the end of this session through exercises participants will be able to; Describe the process to introduce customers to advisers Handle rejection to the introduction Close the introduction Session 7: Why is Regulation Important to Lead Generation? By the end of the session through a combination of inputs, discussions and exercises participants will be able to; State why regulation is an important factor when generating leads Distinguish between the regulatory and non regulatory requirements of the Bank Demonstrate how money laundering is an important factor when working with customers to generate and manage leads and the procedure for the Bank to company standards 30 LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series

31 Part 5 Lead Management Bank Teller DAY THREE NARRATIVE SESSION PLAN (continued) Session 8: Assessments By the end of this session through a combination of written and role play assessment participants will have achieved the standards outlined by the Bank. Supplementary session; Practical use Customer Action Prompts (CAP s) (to be included when the Bank uses electronic based customer data) By the end of this session through a combination of exercises participants will be able to; Integrate CAP s effectively into customer interviews Demonstrate how using CAP s can add value to an interview and exceed customer expectations Identify how using CAP s can create extra leads, sales and servicing opportunities and apply CAP s to the 4stage sales process LIMRA s International Bancassurance Multi-Level (Sales and Sales Management) Training Series 31

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