1. Copyright © CRKInteractive 2009. All rights reserved. 1 Welcome to: Sales Coaching to Maximize Performance and Build Strong Relationships Your facilitators: Jack Cullen & Len D’Innocenzo

2. Copyright © CRKInteractive 2009. All rights reserved. 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. Copyright © CRKInteractive 2009. All rights reserved. 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. Copyright © CRKInteractive 2009. All rights reserved. 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. Copyright © CRKInteractive 2009. All rights reserved. 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. Copyright © CRKInteractive 2009. All rights reserved. 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. Copyright © CRKInteractive 2009. All rights reserved. 7 Product Focused vs. Customer Focused ? What’s the Difference?

8. Copyright © CRKInteractive 2009. All rights reserved. 8  Needs  Goals  Priorities  A Personal Win Identifying Customer Focused Means

9. Copyright © CRKInteractive 2009. All rights reserved. 9 A Simple Equation Is there a Compelling Reason to Buy? PRICE = VALUE Buying Decisions

10. Copyright © CRKInteractive 2009. All rights reserved. 10 Product Focused What’s Really Happening? The PRICE is CUT to increase value! = VALUE CUT PRICE

11. Copyright © CRKInteractive 2009. All rights reserved. 11 Being Customer Focused INCREASES The VALUE PRICE = VALUE 3 VALUE ADDED BENEFITS

12. Copyright © CRKInteractive 2009. All rights reserved. 12 1. Financial strength and stability 2. Breadth of products 3. Exceptional claim service All Leading to: Outstanding Customer Satisfaction 3 Value Added Benefits

13. Copyright © CRKInteractive 2009. All rights reserved. 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. Copyright © CRKInteractive 2009. All rights reserved. 14 1.Know How 2.Energy Level 3.Time 4.Concentration/ Focus 5.Communication 6.Imagination/ Creativity 7.Decision Making 8.ATTITUDE! Me, Inc. Assets

15. Copyright © CRKInteractive 2009. All rights reserved. 15 How do people make a decision to buy?

16. Copyright © CRKInteractive 2009. All rights reserved. 16 We Believe People Buy Emotionally in this Order:

17. Copyright © CRKInteractive 2009. All rights reserved. 17 We Believe People Buy Emotionally in this Order: 1. The State Farm Agent 2. State Farm Insurance Company 3. State Farm’s Products & Services

18. Copyright © CRKInteractive 2009. All rights reserved. 18 AFLs & Their Agents will Make the Difference!

19. Copyright © CRKInteractive 2009. All rights reserved. 19 Law of the Slight Edge

20. Copyright © CRKInteractive 2009. All rights reserved. 20  2009 PGA Tour Prize Money  Who was the # 1 Money Winner?  Who was the # 2 Money Winner? Law of the Slight Edge

21. Copyright © CRKInteractive 2009. All rights reserved. 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. Copyright © CRKInteractive 2009. All rights reserved. 22 How many strokes separated them in average score?

23. Copyright © CRKInteractive 2009. All rights reserved. 23 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 Law of the Slight Edge