TMK Agent training only. Not for sales use. DOME Management By Objectives TMK Agent training only. Not for sales use. 1

TMK Agent training only. Not for sales use. D - Diagnose O - Objectives M - Methods E - Evaluation TMK Agent training only. Not for sales use. 2

TMK Agent training only. Not for sales use. “The reason most people never reach their goals is that they don’t define them, or ever seriously consider them as believable or achievable. Winners can tell you where they are going, what they plan to do along the way, and who will be sharing the adventure with them.” ~ Denis Waitley ~ DOME is your tool to set goals and develop plans to achieve objectives TMK Agent training only. Not for sales use. 3

TMK Agent training only. Not for sales use. DOME is a Partnership:  It should be positive  It can be corrective  It’s an exploration process  It should happen regularly  It leads to joint plans and commitments  It requires leadership and accountability  It gets results. DOME 4

TMK Agent training only. Not for sales use. To Diagnose accurately, you must:  Review Records/Reports  Make Observations  Have Conversations. Diagnose – What is the current situation? 5

TMK Agent training only. Not for sales use. Review Records / Reports Records and reports can indicate whether:  Agents are prospecting, selling and providing service  Unit Managers are guiding their Agents effectively They do this by providing results & outcomes and answering the question, “Is the current plan working?” Reports provide hints and clues, but will not tell you why someone isn’t meeting expectations. Diagnose – What is the current situation? 6

TMK Agent training only. Not for sales use. Make Observations Get with the Agent or Unit Manager and see what they are doing Note: What you see may be different from what you were told, or what you suspected, based on records and reports. Diagnose – What is the current situation? 7

TMK Agent training only. Not for sales use. Make Observations (Cont.) You should observe:  Attitude – What they think and feel (clues)  Knowledge – What they know  Skills – What they do and say  Behaviors – What habits they’ve formed and what behavioral patterns they exhibit. Diagnose – What is the current situation? 8

TMK Agent training only. Not for sales use. Have Conversations Use questions and listen. Peel the onion. You will uncover things that can’t be learned by reviewing reports or observing. With conversation, you can go deeper into:  Attitude – Confirm what they think & feel – understand why (their rationale)  Knowledge – What they know Tip: Use open questions – What | Why | How Diagnose – What is the current situation? 9

TMK Agent training only. Not for sales use. R + O + C = K K = Knowledge! Diagnose – What is the current situation? Records + Observation + Conversation = What They’re Doing ~ Why They’re Doing It ~ How It’s Working 10

TMK Agent training only. Not for sales use. The objective is a goal or desired outcome  Build your objectives based on the diagnosis you’ve done and the outcomes you need: The diagnosis (where they are at) is “Point A.” Where you need them to be, is “Point B.” Your objectives must close the gap.  You may need to stair-step them over time to reach your ultimate objective: How do you eat an elephant? One bite at a time! Objectives – Setting Goals 11

TMK Agent training only. Not for sales use. Make your Objectives SMART:  S – Specific  M – Measureable  A – Achievable  R – Results-Oriented  T – Time-Bound Objectives – Setting SMART Goals 12

TMK Agent training only. Not for sales use. Methods Action Plan (who, what, how, by when) How will they achieve the objective?  With someone who is new or not confident, be more directive: “Do this, then this, then this.”  Do they need help? If they: Don’t know how to do it, they need training. Know how but lack confidence, they need coaching. Either way, use PESOS! 13 Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Methods Action Plan (Cont.) How will they achieve the objective?  With someone experienced, ask questions and engage them in conversation about how they will achieve the objectives: Guide the discussion with questions. Capture their words in the plan. 14 Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Methods Action Plan (Cont.) How will they achieve the objective?  Develop clear plans and “how-to” methods  Use what you learned during Diagnose to make meaningful and effective recommendations  Be specific or you will set-up excuses for failure  What do they need to Keep Doing, Stop Doing, and Start Doing to get a different result? Remember “Why” – Tie the plan to their goals, what they said was important, what motivates them! 15

TMK Agent training only. Not for sales use. Review results on your own and then set meetings to discuss them. During an evaluation you should:  Compare results against objectives  Reward and celebrate progress or achievement  Diagnose reasons for shortfalls  Determine further needs  Decide on future action required  Keep it going – It’s an endless loop! Evaluation 16

TMK Agent training only. Not for sales use. D - Diagnose O - Objectives M - Methods E - Evaluation TMK What Questions Do You Have For Me? 17 Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. D - Diagnose O - Objectives M - Methods E - Evaluation TMK What Will You Do Differently Next Week? 18 Agent training only. Not for sales use.

TMK Agent training only. Not for sales use. Let me know how I can help you... Mike Kunkle Director of Sales Training TMK Thanks For Your Attention! 19 Agent training only. Not for sales use.