Sales Managed Environment® Reminder of Matt’s focus on developing soft skills of relationship based selling – softening of words such as selling. Focus is on helping our people get better at understanding client needs and matching solutions. These printed materials were developed exclusively for the use of ACTG and shall remain the sole and exclusive proprietary materials of ACTG. Permission to use, redistribute or otherwise publish these materials must be attained in writing from ACTG.

Building a Sales Managed Environment® Standards & Accountability Motivation that Works Coach for Success Hire Better Bankers Upgrade Your Team Coach the Effective Selling System Why SME ©ACTGLLC 2011 - 2018

Why SME™? Criteria for Success Why, What & How Who – Our Team are Changing Your Role - The 10 Gottas Mapping Your Sales Process Why SME ©ACTGLLC 2011 - 2018

Criteria for Success Effective communication of expectations Rewards for success Discipline for failure (effort and failure to execute versus failed execution) Training No excuses, no rationalizing and no “yeah, buts” How effective are we at communicating our expectations? Discipline – structured approach to learn, improve and change do exercise to write out the dialog or script to the team about change. Snapshot of where the team is, where the team has to be and what has to happen to get to the preferred future. How do you message this so that: they buy in, accept the challenge, have urgency, execute. Finish exercise with: what challenges can you anticipate, how will you deal with them. What happens if... this exercise is a 45 minute exercise but valuable for those that are working to change the culture of their teams or to get individuals to change within the team. Why SME ©ACTGLLC 2011 - 2018

Why a Sales Managed Environment?® Change: verb (used with object) 1. to make the form, nature, content, future course, etc., of (something) different from what it is or from what it would be if left alone: to change the course of history. Your preferred future depends on your appetite to change Why SME ©ACTGLLC 2011 - 2018

What is a Sales Managed Environment®? Lead for Results Manage Activity Coach Behaviors Why SME ©ACTGLLC 2011 - 2018

How to Create a Sales Managed Environment® Critical Objectives / Smart Numbers: Reports, huddles, meetings, emails, phone calls, etc. Contacts are brief, to the point and are designed to report on actual numbers vs. goal, report on last action items and set new action items Self-Management vs. Crisis Management: Focus on ‘go to’ activities Schedule time to work “on the business” Be a slave to the schedule Standing up is an open door policy Office hours Why SME ©ACTGLLC 2011 - 2018

Who – Our Teams are Changing THREE TRENDS DRIVING EMPLOYEE ENGAGEMENT Our Teams are Different - Multiple Generations 2. Millennials are Changing How we Lead 3. Leadership looks Different Requiring a New Set of Skills From Key’s Leading with Impact Approach the different generations differently Great conversation with group Millennials like positive feedback and don’t respond well to negative so a mindful approach Why SME ©ACTGLLC 2011 - 2018 CSA, Inc. © Please do not distribute without express written consent from CSA, Inc.

MULTIPLE GENERATIONS On Our Teams From Key’s Leading with Impact Very important to embrace technology and the new way of doing business. Some branch personnel may assume that their older clientele are adverse to technology (record collection) but not always the case. Key has put a real focus on gaining a complete view of the client with their Hello Wallet and Financial Wellness tools so digital engagement is key. The expectation is that they will reach goals through the adoption of using the FW technology. Why SME ©ACTGLLC 2011 - 2018 Cindy Solomon & Associates, Inc. © Please do not distribute without express written consent from Cindy Solomon & Associates, Inc. CSA, Inc. © Please do not distribute without express written consent from CSA, Inc.

3 Steps to Creating True Employee Engagement Define crystal clear goals. Create a mantra to connect the passion to the process. Be clear about what values, skills and knowledge are needed by role. From Key’s Leading with Impact – more on Mantra in Motivation CSA, Inc. © Please do not distribute without express written consent from CSA, Inc.

What is a Mantra? It’s a phrase to say/use which helps focus your thoughts, actions and priorities. It’s something you would already say… nothing corporate speak or doesn’t feel “like you.” It’s positive. It speaks to what we CAN do versus what we can’t or don’t want to do. It’s something that is simple to see, feel and connects our actions to a higher purpose. Something to use consistently. Unlike some things which, when overused, lose efficacy - mantras grow more powerful from use. From Key’s Leading with Impact Examples of Mantras: Seek progress, not perfection Take a SEC = safety, efficiency, compliance Be a problem solver, not creator (IT Dept) Never forget the why One team. WON goal. Map out and drive the journey. Unlock your own potential. Ask how the ARLs have used to motivate team SME Motivation ©ACTGLLC 2011 - 2018 CSA, Inc. © Please do not distribute without express written consent from CSA, Inc.

Your Role: The 10 Gottas Communicate the vision Model behaviors that express the vision Remember what moves gets measured Make sure what is expected gets inspected Understand that what is inspected gets done Be efficient with things, effective with people If you have a problem, build a system Coach them to success – teach them the how Grow their businesses – treat them as a company of ‘I’ Utilize the power of motivation and compensation Why SME ©ACTGLLC 2011 - 2018

Your Sales Approach Why SME ©ACTGLLC 2011 - 2018

My Current Sales Steps (Sales Mapping) My Sales Steps Execution Level (1 to 10) Comments 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. My Current Sales Steps (Sales Mapping) Group exercise Why SME ©ACTGLLC 2011 - 2018

KeyBank Sales Process Pitch – Uncover TMR Engage Low, Medium or High – Gain Commitment Pursue – Determine SMA Close/Win the Deal Lead Identified, Contacted, Interested Cultivate and Grow Relationship Why SME ©ACTGLLC 2011 - 2017 At Bat – Get Leads 15

Why SME™? Your Coaching Skill Development Coaching Skills to Develop: Date: _______________________________________ Sales Leader: _______________________________________ Line of Business: _______________________________________ Coaching Skills to Develop: Debriefs Effectively Is Effective on Joint Calls Asks Quality Questions Understands Impact of Major Performance Factors Demonstrates Effective Selling Is Effective at Getting Commitments Consistently Coaches Skills & Behaviors Understands Impact of Crucial Elements Effectively On-boards New Hires Each binder will have a blank copy of the Sales Leader Coaching Skill Development Plan. As their homework prior to coming to this session, they were to have completed this 10-page self assessment. This is a very detailed self evaluation. At the end of the 8 weeks of Immersion, their Sales Executive will also complete the evaluation. Go around the room and get some feedback around their self eval. Why SME ©ACTGLLC 2011 - 2018

Preparing for Change 1. Where my team is today: _______________________________________________ 2. Where my team needs to be: _______________________________________________ 3. What has to change to achieve end result: _______________________________________________ 4. What challenges will I face and how will I deal with them: ________________________________________________________________________________________________________ 5. How will I communicate so that they buy in, accept the challenge, feel urgency: ________________________________________________________________________________________________________________________________________________________________________________________________________________ Group exercise and then have them break into small groups to practice the communication. Facilitator should listen to see if the leaders are ‘telling’ their people or getting them to self discover in their communication approach. Why SME ©ACTGLLC 2011 - 2018