Client Focused Marketing Module I Overview of the System

1. Client Focused MarketingModule I Overview of the System

2. Objectives • The history of Farmers Insurance Group • Introduction to Client Focused Marketing • Know the advantages to multi-line and total account cross selling for the agent, the client and Farmers. • Developing effective Goal Setting Techniques • Developing an effective Time Management System.

3. Heritage and Credo • Founded in 1928 by John Tyler and Thomas Leavey • In 1935 started servicing long haul Truckers in the Western states -- their first step towards multi line. • Full line capacity for more than 40 years. Intro 1 - Lesson 1

4. Heritage and Credo • Branch Claims offices known for prompt and courteous claims. • In 1993 became the 3rd largest property and casualty company in the nation. Intro 2 - Lesson 1

5. Heritage and Credo Q. Why do companies have credos and mission statements? A. Companies strive to live by their credos/mission statements in the way they treat their customers and employees. Q. What is the Farmers Credo?

6. Farmers CREDO Farmers must earn the reputation of being the best: • The Best at delivering top quality consumer focused service and products at a fair value….. • The Best at building the financial strength necessary to provide “peace of mind” to our customers and the ability to properly fund future growth. • The Best at excerpting our leadership in the industry and meeting the needs of communities we serve. • The Best by attracting and retaining only the highest quality people and then empowering them to take the action necessary to meet our commitment. • The Best by earning the respect of our peers, regulators, rating agencies, and the public as a company which at all times maintains the highest ethical and professional standards. Intro 2 - Lesson 1

7. Heritage and Credo Looking at the Credo how will it fit in with your job as an agency manager? • Delivering quality service. • Selling appropriate products to prospects. • Selling multi - line in order to build financial strength.

8. Heritage and Credo Q. Who founded Farmers? A. John Tyler and Thomas Leavey. Q. How was it started? A. Offered Auto insurance to southern California. Q. What was Farmers big break that launched the company.

9. Program Overview • The program is in a modular format. • The program will help you develop skills in the following areas: • Time management and goal setting • Market selection and prospecting • Communication skills • Strengthen the relationship • Policy conservation

10. Program Overview The CFM program was designed to get you off to a quick start as a Reserve Agent with Farmers. You are, after all, in the business of selling and you must learn the skills necessary to productive, profitable selling as quickly as possible. Intro 3 - Lesson 1

11. Quest for Mastery • Mastery is our benchmark for proficiency. • There are seven steps to mastery • Mastery requires continual attention

12. Power Triangle What Why How To become a productive professional agent, it helps tremendously to know what, why and how certain things are done. Awareness increases effectiveness. Intro 5 - Lesson 1

13. Power Triangle • The Quest for Mastery • Mastery does not happen in an instant. To reach an in-depth level of mastery, it is essential to follow these seven steps. • Discovery - People cannot learn something without being aware of what they are learning. As a Farmers agent, you will be able to capitalize on learning from the experience of others. Intro 6 - Lesson 1

14. Power Triangle • The Quest for Mastery • Visualization - It is essential to have the proper image of where you are going in your mind’s eye. • Repetition - Continuous, spaced repetition is the pivotal step toward mastery. Another word for repetition is practice. Most people resist practicing and later wonder why their goals weren’t met. • Utilization - Use it or lose it! You must use your new skill correctly every day to reach mastery. Intro 6 - Lesson 1

15. Power Triangle • The Quest for Mastery • Internalization - Learners progress to the stage of internalization when they properly and frequently use their skills and techniques in the real world. • Discipline - Discipline is the cementing process in the quest for mastery. Implementing all of these seven steps requires the internal fortitude to keep pushing forward when things are not progressing well. Realize that results usually materialize slowly in the early stages of development. Intro 7 - Lesson 1

16. Power Triangle • The Quest for Mastery • Consistency - This requires you to keep doing what works and what gets results. By sticking to with the proven basics, you will continue to work with successful methods. Intro 7 - Lesson 1

17. Learning and Development • There is no quick, easy path to success and professionalism. • Learning comes two ways • Personal experiences • Experiences of others • 1+1=11 Intro 8- Lesson 1

18. Multi-Line Advantage • Agency Managers have multiple products and services to help meet their client’s insurance needs. By having multiple opportunities to serve the customer, Farmers Agents are able to develop vibrant, in-depth, professional relationships with the people whom they help. • Customer focused, total account, cross selling way of doing business is the passport to the 21st century. Intro 10 - Lesson 1

19. Triple Win • What do we mean by the triple win? The client, Agent and Company all win. • Triple win provides the client with: • One stop service • A sense of belonging • Better protection Intro 12 - Lesson 1

20. Triple Win • Provides the Agency Manager with: • Insulates the client with a solid relationship • Less importance put on price • Increased recognition and respect • Larger first year commissions • Ability to weather market changes • Better loss ratios • Higher closing ratios Let’s look at the impact cross-selling has on retention rates. Intro 13 - Lesson 1

21. Triple Win - Retention Rates Intro 16 - Lesson 1

22. Triple Win • Provides Farmers with: • Higher retention of new agency managers • better loss ratios • greater financial stability • solid long term investment growth • stable rates Intro 17 - Lesson 1

23. Why Agents Succeed • Good prospecting systems and the habits to run it. • Master various sales presentations. • Clear obtainable goals. • Healthy self image. • Creative forward vision. Intro 18 - Lesson 1

24. Why Agents Succeed • A strong desire to build a business for themselves. • A strong belief in the insurance business. • Can do attitude. • Emulation of successful people. • Ability to complete the sale. • Manage time wisely. • Make firm decisions and be committed to them. Intro 20 - Lesson 1

25. Why Agents Succeed • Ability to choose wisely. • Control of your work environment. • Never ending desire to learn. • Consistently work at doing the right things at the right time. Have a simple, effective plan and put your plan into action daily! • Simple does not mean easy Intro 22 - Lesson 1

26. Goal Setting • Why set goals? When you review the reasons Agents succeed, you will find that willingness to set goals is one of the most important. Goal setting provides: • for clarity of purpose • for direction • for motivation • to help you sell Goal Setting 1 - Lesson 2

27. Goal Setting Several research projects have established that less than 3% of the population have identified specific personal or business goals. Only approximately 1% of the population puts their goals in writing. • Why do most people fail to set goals? Have not been taught. • Have not been made aware of the importance. • Fear. Goal Setting 5 - Lesson 2

28. Goal Specifications There are two types of goals: poorly defined and well defined. To obtain good results, having well defined goals is a must. • Poorly defined goals. • Stated in terms such as improve or increase. • Not achievable or no target dates. • Ambiguous in regard to what is expected. Goal Setting 6 - Lesson 2

29. Goal Specifications • Poorly defined goals... • Theoretical and idealistic. • Too brief and indefinite. • Too long and complex. • Distress producing and conflicting. • Written with many areas of concentration. Goal Setting 6 - Lesson 2

30. Goal Specification • Well defined goals are: • Stated numerically in terms of end results. • Achievable at a specific time. • Definite expectations. • Realistically high and practical. • Precisely stated. • Compatible with the issue at hand. • Limited to three or fewer areas. Goal Setting 6 - Lesson 2

31. How to Set Goals • Six step process. • Self assessment: Evaluate yourself realistically. • Building your dream list. • Establishing goals for this year. • Building the activity formula. • Identify obstacles. • Monitor and measure. (Review pages 8 through 12) Goal Setting 8 - Lesson 2

32. Time Management Being in control of time is a serious issue that must be dealt with continuously! People who do not take control of their time simply are not utilizing life to its fullest. To take control, you need to understand that it is a resource that you must manage. How can this be done? • Franklin Planner • Time Spending Tips • Leveraging time. • Schedule appointments in you office. • Work by appointment only. Time Mgt 3 -Lesson 3

33. Time Management • Don’t mix office and field time. • Use mini recorder. • Use a cell phone • Arrive at office early. • No dinner at home on appointment nights. • Know where you are going. • Be prepared. • Know the best time to return phone calls. Time Mgt 4 -Lesson 3

34. Time Management • Have the client call you. • Utilize fax machines. • Learn to say no. • Learn to delegate. • Schedule breakfast/lunch appointments. • Establish time limits. • Confirm visits. • Be first patient scheduled. Time Mgt 5 -Lesson 3

35. Time Management • Handle each piece of mail once. • Avoid friendly visits. • Set follow up appointments while face to face. To assist in development of an effective Time Management program, Farmers has put together a series of videos. Time Management Part I and Part II takes approximately 1 hour 45 minutes to view and will be time well invested. For those of you who do not have time to view the videos… you are the ones who need this information the most!! Time Mgt 7 -Lesson 3

36. Assignments for next week. • Read Module II • Positioning statement script memorization - first paragraph. (Be prepared to recite.) • Develop at least two goals and the action plans needed to accomplish them. One goal should involve X-dating. • Share with the class your Time Management System.

37. Quote of the Day.. “Until you commit your goals to paper, you have intentions that are seeds without soil.” Anonymous