Welcome to: Sales Coaching to Maximize Performance and Build Strong Relationships

1. Welcome to: Sales Coaching to Maximize Performance and Build Strong Relationships Your facilitators: Jack Cullen & Len D’Innocenzo

2. Our Goals • Engage the agency field leaders and agents on the mission of maintaining State Farm’s leadership position in the face of increasing competition. • Increase productivity of the 800 agents through sales coaching provided by AFLs to more effectively use current professional sales techniques and processes to be more consultative and customer focused. Specifically, improve productivity for the middle third of AFLs’ agents.

3. Our Goals • Provide AFLs the sales-coaching process to be even more effective and increase their confidence to lead agents to new heights of achievement. In addition, agents can grow to replicate more effective sales coaching in their teams. • Cultivate stronger relationships between AFLs and agents based on mutual trust, respect, rapport, and understanding of the agents’ values and needs.

4. Our Goals • Provide AFLs greater self awareness of how their behavioral traits impact relationships with agents, helping them to develop personal behavioral habits that will benefit the AFLs and their agents. • Provide management the reinforcement tools to continue the development after the training. • Minimize the investment, maximize the return, and minimize lost field time using a blended-learning approach.

5. Why State Farm? • High profile – high-quality company • Financial strength and stability • Delivers on the promise • Breadth of products • Marketing power and resources that help get and keep customers • Strong agents with solid customer relationships

6. Why State Farm? • Knowledgeable AFLs that provide value and ideas to help agents be successful • AFLs who are trusted advisors and responsive to their agents’ needs • Outstanding customer satisfaction • Exceptional claim service • Around-the-clock service

7. What’s the Difference? Product Focused vs. CustomerFocused?

8. Customer Focused Means Identifying • Needs • Goals • Priorities • A Personal Win

9. Buying Decisions A Simple Equation Is there a CompellingReason to Buy? PRICE =VALUE

10. Product Focused What’s Really Happening? The PRICE is CUT to increase value! CUT =VALUE PRICE

11. Being Customer FocusedINCREASESTheVALUE 3 VALUE ADDED BENEFITS PRICE = VALUE

12. 3 Value Added Benefits Financial strength and stability Breadth of products Exceptional claim service All Leading to: Outstanding Customer Satisfaction

13. This is not training for the sake of training. I am committed to turn this program into a “system” to improve my agents results and exceed our goals.

14. Me, Inc. Assets • Know How • Energy Level • Time • Concentration/ Focus Communication Imagination/ Creativity Decision Making ATTITUDE!

15. How do people make a decision to buy?

16. We BelievePeople Buy Emotionally in this Order:

17. We BelievePeople Buy Emotionally in this Order: 1. The State Farm Agent 2. State Farm Insurance Company 3. State Farm’s Products & Services

18. AFLs & Their Agents will Make the Difference!

19. Law of the Slight Edge

20. 2009 PGA Tour Prize Money Who was the # 1 Money Winner? Who was the # 2 Money Winner? Law of the Slight Edge

21. 2009 PGA Tour Prize Money # 1 Tiger Woods $10.5 million # 2 Steve Stricker $6.3 million The Difference $4.2 million Source PGATOUR.com Law of the Slight Edge

22. How many strokes separated them in average score?

23. Law of the Slight Edge 2009 PGA Tour Prize Money – Ave. Score # 1 Tiger Woods $10.5 million 68.84 # 2 Steve Stricker $6.3 million 69.51 The Difference $4.2 million .67 Source PGATOUR.com