Sales Managed Environment® 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.

Good, Bad & Ugly SME Setting Standards ©ACTGLLC 2011 - 2018

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

Standards & Accountability Setting Standards Accountability Commitment 4 SME Setting Standards ©ACTGLLC 2011 - 2018

1st Base Setting Standards Standards Extraordinary Shadow of the Leader SME Setting Standards ©ACTGLLC 2011 - 2018

2nd Base Accountability Accountability What they commit to Reward success, discipline failure No Excuses SME Setting Standards ©ACTGLLC 2011 - 2018

3rd Base Commitment Commitment Inside job Can’t train it Can’t teach it Can’t demand it Can demonstrate Define it Decide to have it on your team SME Setting Standards ©ACTGLLC 2011 - 2018

Setting Standards & Accountability Extraordinary Standards Measuring Success 8 SME Setting Standards ©ACTGLLC 2011 - 2018

Shadow of the Leader Play the movie clip! Coach Carter SME Setting Standards ©ACTGLLC 2011 - 2018

Performance Goals – How is Success Evaluated? LOB Objectives Monthly Goal Weekly Success Gauge? Required Needle Position for Success Ex: New loans $200,000.00 New business appointments 20 per week Discuss and gain agreement SME Setting Standards ©ACTGLLC 2011 - 2018

Set the Extraordinary Standard Critical Success Factor: _________________ 12 Months from Now Extraordinary Excellent Good Poor Failing Lead thru the exercise and then have them break into groups to role play how they will take their OMs through this exercise. They should take turns being DM and OM. SME Setting Standards ©ACTGLLC 2011 - 2018

What to Measure? Why measure What gets measured Establish expectations Best way to collect and inspect Then what? SME Setting Standards ©ACTGLLC 2011 - 2018

Accountability Matrix - What Moves Gets Measured Sales Activity Measured – yes or no What are the performance expectations? How often must I review? What I need to do? 4 words: how they fail: ‘gradually and then suddenly’. When do you want to know that someone is off track from success? Accountability matrix and success formula when managed will help identify shortfalls early on. SME Setting Standards ©ACTGLLC 2011 - 2018

Expect Excuses What are they – comments where there is a transfer of responsibility What they do – lower the standards, performance and outcomes Why you have to eliminate them – excuses permeate an entire organization Excuses – theory What are they – comments where there is a transfer of responsibility What they do – lower the standards, performance and outcomes Why you have to eliminate them – excuses permeate an entire organization {If at First You Don’t Succeed, Lower Your Expectations (Repeat as Necessary)} 14 SME Setting Standards ©ACTGLLC 2011 - 2018

“If I did not let you use that excuse, what would you do differently?” Excuses – practice What are they They Them You How do you respond: If I didn’t …. “If I did not let you use that excuse, what would you do differently?” SME Setting Standards ©ACTGLLC 2011 - 2018

Your Team’s Commitment Your Commitment Your Team’s Commitment SME Setting Standards ©ACTGLLC 2011 - 2018

Part 1 - Are You Committed? What is the Evidence? Your team says that you are totally committed to being successful in your role as a _________________. What would they tell me to convince me that this is true? ___________________________ Typical answers: Works really hard and late Helps me with my operations problems Always available if I need him/her Helps me prep for my meetings Represents the company well What they should say if totally committed: Takes risk Fails Achieves/exceeds goals Does everything possible to succeed SME Setting Standards ©ACTGLLC 2011 - 2018

Part 2 - Are You Committed? What is the Evidence? Your team says that you are NOT totally committed to being successful in your role as a _________________. What would they tell me to convince me that this is true? ___________________________ Typical answers Is late for meetings Cancels meetings with me and prospects Doesn’t follow up on issues he says he will Doesn’t meet his goals Does not always walk the talk SME Setting Standards ©ACTGLLC 2011 - 2018

Commitment – Your People How do you know your people are committed to success in their profession? How do you know your people are committed to the vision, mission, and objectives of the company? In what category will you place your people? Commitment – Your People Round the room have discussion around each question SME Setting Standards ©ACTGLLC 2011 - 2018

Categories Coast to Coast WITALAIITU WIT Introduce concept of each and then following pages go into detail. Bring group back to this page to put all on the list. SME Setting Standards ©ACTGLLC 2011 - 2018

Commitment – Your People Coast to Coast WITALAIITU WIT SME Setting Standards ©ACTGLLC 2011 - 2018

Commitment – Your People Coast to Coast WITALAIITU WIT SME Setting Standards ©ACTGLLC 2011 - 2018

Commitment – Your People Coast to Coast WITALAIITU WIT SME Setting Standards ©ACTGLLC 2011 - 2018

Activity and Skill Focus Objective and Outcomes Coach’s Forum Activity and Skill Focus Objective and Outcomes My Action Items Break into groups and assign roles: Manager, RM and Observer (then rotate) Each Manager of the group should role play having the “Extraordinary” discussion with their team using page 11. Person role playing RM should provide feedback and questions about their goals as well. Emulate real situations where possible. Group should debrief and discuss best practices noted. Document and master the ability to set and communicate extraordinary standards. You must be able to demonstrate competency in this area of leadership. Group breaks into several groups of 3/4. Participants are to take notes in each session of coaching, drill for skill and role play for their personal action items. At the conclusion of this Coach’s Forum, you will go around the room and ask for their action items identified. SME Setting Standards ©ACTGLLC 2011 - 2018

Activity and Skill Focus Objective and Outcomes Coach’s Forum Activity and Skill Focus Objective and Outcomes My Action Items Break into groups and assign roles: Manager, RM and Observer (then rotate) Each Manager of the group should role play having the “No Excuses” discussion with their team using pages 14, 15. Must ask: how are you handling today, how long has this been going on, why is this still a problem? Use real situations where possible. Group should debrief and discuss best practices noted. Master the ability to have the tough conversation with your salespeople when they are making excuses for their performance. You must be able to demonstrate competency in this area of leadership. Group breaks into several groups of 3/4. Participants are to take notes in each session of coaching, drill for skill and role play for their personal action items. At the conclusion of this Coach’s Forum, you will go around the room and ask for their action items identified. SME Setting Standards ©ACTGLLC 2011 - 2018

MAP: My Action Plans Action Items Next Step By When? 1. 2. 3. SME Setting Standards ©ACTGLLC 2011 - 2018