Page 97 - Sales and Operations Handbook for Managers.pdf

Procedure

Sales agents will be coached on successful selling and use

the training to sell policies. Sales agent performance will be

tracked by DSM and additional coaching will be provided if

not performing according to expectations.

DSM should use Selling for Success script and administer
training. Review reporting and MAX-Bi to evaluate agents

and determine where they may be lacking when selling

policies. RSM and DSM will discuss issues related to

performance, provide feedback and coach or re-train

where needed.

DSM should dedicate a large portion of their time to

training, coaching, and re-training so that they build a

successful team. If expectations have not been met after

coaching and retraining but if the agent is improving then
continue coaching/training at DSM discretion. If no

improvement is being shown then DSM should work with

HR to complete a Performance Improvement Plan and

ultimately remove or repurpose the employee. RSM will

get involved if the agent is still under performing when
selling policies.