BC 2009 Buisness Plan
Transcript of BC 2009 Buisness Plan
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BC BUSINESS PLAN
2009
Version 2.1
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DOTAN BARTFELD
District Sales ManagerMAIN ROLE: OFFICE MANAGER
WORK HOURS: 3 weeks out of the month: Mon Fri (9:00am 8:00pm)
1 week out of the month: Mon Fri (9:00am5:00pm)
In charge of leading the agents, trainers, team leaders, and BDMS on the field Developing and Training Leaders how to lead, train, and plan on a daily basis Building multiple teams with at least 1 team leader and 2 trainers in each Assisting with Interviews (9:00-10:00 Tues Thurs) Developing and managing Incentives, Bonuses & Competitions Meetings with office staff Weekly Training, developing and managing:
Team leaders, Road trips, 2nd interviews, Training classes, Train the Trainer classes, SEMorientations, BCUC orientations and more
In charge of Morning meetings Team leader and Trainer meetings Putting together weekly targets and goals for the agents and the office Helping office manager with weekly reports
*** MAK ING SURE TARGETS ARE MET EACH AND EVERY MONTH***
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JAMIE
CHRISTENSEN
District Sales ManagerMAIN ROLE: OFFICE MANAGER
WORK HOURS: 3 weeks out of the month: Mon Fri (9:00am 5:00pm)
1 week out of the month: Mon Fri (9:00am8:00pm)
Managing office; overseeing and motivating office personnel (Operations, administration, reception, and recruiting)
Conducting 1st Interviews Listening to reaffirmation calls and customer care calls for cancellation Make decisions on focus of the week Regulating daily chores, activities, competitions, bonus incentives, supplies etc
Regulating and administering 2nd interviews, BCUC Code of Conduct sessions, Train the Trainerclasses, Superior Energy new agent orientations, ongoing early morning training classes.
Organizing and Running RECOGNITION FRIDAYS Daily, Weekly, and Monthly reports Office upkeep
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INTRODUCTION
TO THE TEAM
Corey Aiken: Business Development ManagerActive Since: April 2008Strengths: Hiring, training, accountability and leadershipWeakness: Production and overall team production
Haven Lurbiecki: Team LeaderActive Since: May 2008Strengths: Production, enthusiasm, energy, dependability
Weakness: Professionalism, hiring and retention
Daynon FitzPatrick: Energy AdvisorActive Since: Nov 2008Strengths: Production, energy, quick learnerWeakness: Reliability, professionalism, maturity
Ryan Riopel: Energy AdvisorActive Since: Nov 2008Strengths: Production, dependability, enthusiasm to learn, motivationWeakness: Leadership
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COREY AIKEN HAVEN LURBIECKI
RYAN RIOPEL
DAYNON FITZPATRICK
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INTRODUCTION
TO THE TEAM
Jackie Luong:Team LeaderActive Since: April 2008Strengths: Leadership, office support, organization,Weakness: Business writing, accountability
Jeff Soucie:Team LeaderActive Since: April 2008Strengths: Strong writer, attitude, motivatedWeakness: Leadership, accountability, responsibility, organization, punctuality
Dexter Fergie: TrainerActive Since: April 2008Strengths: Positive attitude everyday, high energy, motivated, talented writer, top producerWeakness: Maturity level, professionalism, punctuality
Rocelyn Catris:Energy AdvisorActive Since: October 2008Strengths: Attitude, punctual, motivated, strong writer, energetic, enthusiastic, money
motivatedWeakness: Conversion rate, in town numbers
Erica Smith: Energy AdvisorActive Since: November 2008Strengths: Punctual, motivated, high writer, enthusiasticWeakness: Maturity, professionalism, hot/cold attitude depending on circumstance
Chris Burrows: Energy AdvisorActive Since: November 2008Strengths: Motivation, Fast learnerWeakness: Trying to move up to fast
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DEXTER FERGIE
ERICA SMITH
JACKIE LUONG
ROCELYN CATRIS
JEFF SOUCIE
CHRIS BURROWS
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PAUL RILEY
Operations Manager
WORK HOURS: Mon Fri (8:00am 4:00pm)
In charge of payroll Investigating rejects and customer cancellations
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AUBREY BAJADOR
Recruiting Specialist
WORK HOURS: Mon Fri (8:00am 4:00pm)
Posting ads and recruitment flyers Managing recruiting material, contracts and sites
Scheduling first interviews
Various projects for competitions, bonuses, and office incentives
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LEAH CARRINGTON
Admin/ Rectiption
WORK HOURS: Mon Fri (8:00am 4:00pm)
Handling incoming calls Greeting first and second interviewees
Badging new agents
Assisting in scheduling first interviews
Processing contracts
Maintaining office supplies
Assisting in office projects/competitions
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EXPECTATIONS
FOR 2009
PRODUCTION Office production reaching over 300 gross deals each and every week Office production reaching over 400 deals each week by May 2009 Office production reaching between 450-550 deals each week by July 2009
OFFICE SIZE
30 active agents by February 15th 2009 40 active agents by May 2009 50 active agents by July 2009
LEADERS Develop and promote 2 Business Development Managers by May 2009 To have 5 Team Leaders with teams of at least 6 agents each by May 2009 Develop and promote at least one District Sales Manager by July 2009
OFFICE CULTURE To create and maintain an office culture comprising of high energy, positive attitudes,
enthusiasm, and a high level of motivation to attain success True belief in opportunity of growth and development within the office and the company
as a whole Belief in wanting to move up the ladder to training and leader positions
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HOW PRODUCTION
TARGETS WILL BE MET
TRAINING- 1 script for entire office
- 2 Separate Training class + 1 Orientation class
- Ongoing training until Agent is capable of writing 10 deals a week
TRAINING CLASS #1
- Focus is on Procedural aspect of job (Pay Structure, Agreement, Terasen Calls,Verification Calls, etc)
TRAINING CLASS #2
- Focus is on Presentation and approach of job (Script, presentation, objections)
SEM ORIENTATION CLASS
- Focus is on SEM overview, Training and Management Opportunities, RoadTrips, Office and Van Etiquette, Expectations
NEW APPROACH
- With volatile market conditions and a province that has been penetrated quite a greatdeal in the last 2 years, it is important to approach 2009 in a more professional,creative, and distinct fashion than other gas marketers
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HOW PRODUCTION
TARGETS WILL BE MET
A NEW APPROACH- The new approach will focus on creating a distinguishing difference in appearance,
script, presentation, and objection handling in comparison to other gas companiesand agents.
MAIN FOCUS ON:
- Energy Consultant: NOT gas marketer
SCRIPT:
- Major emphasis on being sent out to verify that the price protection thatcustomer already applied for has been processed correctly and is now properlyappearing on the customers Terasen gas bill
- A strong close with great detail on distinction between Terasen (Distributionutility) and SEM ( Authorized Natural Gas Supplier)
PRESENTATION
- Focus is on not being a sales person, not out to sell anything
- Energy Consultant: Sent out help customer make informed decision
OBJECTION HANDLING
- Non defensive
- Educated and Professional approach- Friendly and confident tone and stature
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HOW PRODUCTION
TARGETS WILL BE METRECRUITING
SCHEDULING:
- 15 25 1st interviews scheduled everyday
- 50% show ration for 1st interviews
- Hiring manager chooses ads to be placed every week
- Filtering over-experienced, overqualified candidates
1ST INTERVIEWS
- Minimum of 8 interviews conducted everyday
- Always done in business attire
- Two interviewers Tues-Thurs (9:00-10:00am)
2ND INTERVIEWS
- Always done in business attire
- At least 4 scheduled everyday
- Minimum show ratio of 75% (3/day)
- Short test after lecture
- Always done between 11:15-12:00
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HOW PRODUCTION
TARGETS WILL BE METRECRUITING Cont
IN THE FIELD:
- Approach is on people want what they cant have
- Trainer should make it clear that candidate does not have job yet
- Candidate must wear Superior Jacket for professional appearance
HIRING:
- Must be done with Trainer and Team leader
- Hiring done sitting down at a restaurant or coffee shop
- Must have hiring booklet stocked
- Should take approximately 15 min
- Should be done at 7:30pm with agents still in the field until 8:00
HIRING QUALITIES
- Quality over Quantity
- Must be capable of working at least 5 days a week
- Only candidates that can start within a week max (with exceptions)
- Must be driven, ambni9tious, motivated and confident
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HOW PRODUCTION
TARGETS WILL BE METBuisness Quality
CONVERSION RATIO:
Focus: - Conversion of 55% acceptance ratio
How: - Training emphasis on a more detailed close, that explains the true benefits ofthe program and the workings behind it
- Training focus on minimizing number of soft closes- Better script, and an overall more confident, professional presentation andobjection handling mentality
REAFFIRMATION:
Focus: - Minimum reaffirmation acceptance of 90%
How: - Provide feedback on a weekly basis to help call center acceptance ratio
- New Closing script
- All Reaffirmations done on the spot (with very few exceptions)
- Working 1 on 1 with agents attaining a low reaffirmation conversion
PAPER WORK:
Focus: - Minimize the number of reconciled UTILITY REJECTS
How: - Cleaner handling of paper work (filling out application in full and detail, Makesure that a Terasen bill is always attained, correct premise and acct info etc..)
INCENTIVES
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INCENTIVES,
BONUSES, AND
COMPETITIONS
INCENTIVE POOL- ALL LEADERS WITH 5 OR MORE AGENTS, WILL INVEST 10% OF THEIR
WEEKLY INCOME INTO AN INCENTIVE POOL
- WE WOULD LIKE THE COMPANY TO MATCH THE DOLLAR VALUE PUTFORTH BY THE LEADERS EVERY WEEK
- THIS INCENTIVE POOL WILL BE USED FOR DAILY,WEEKLY, AND MONTLYCOMPETITIONS
- INCENTIVE POOL SHOULD COMPRISE OF A MINIMUM OF 1000$/WEEK INCASH AND PRIZES
- PRIZES WILL INCLUDE: GIFT CARDS(METROTOWN, STARBUCKS ETC)
CONCERT TICKETS
SPORTING EVENT TICKETS
SATURDAYS OFF
FOCUS IS TO:
- INCREASE INDIVIDUAL AND OVERALL OFFICE PRODUCTION
- INCREASE RETENTION AMONG AGENTS
- ATTAIN AND MAINTAIN A COMPETITIVE, HIGH MOTIVATING, HIGHLY
REWARDING WORKING ENVIRONMENT
- RECOGNIZE AND PAY TRIBUTE TO EXCPTIONAL EMPLOYEES
- PROVIDE OPPORTUNITY FOR AGENTS TO MAKE A LOT MORE FAST CASH
- PROMOTE ROAD TRIPS (WHERE NUMBERS ARE USUALLY SUFFICIANT TOMEET BONUS INCENTIVE REQUIREMENTS)
INCENTIVES
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INCENTIVES,
BONUSES, AND
COMPETITIONSONGOING COMPETITIONS
- 25$ Every time an agent writes 5 deals in a day
- 50$ Every time an agent writes 5 deals in a day
- 100$ Every time an agent writes 10 deals in a day
- 100$ Any agent that writes 30+ deals in a week
- 200$ Every time an agent writes 100+ deals in a month
DAILY COMPETITIONS (will receive bonus money or a prize)- Pair competitions (highest writing pair in a day)
- Van competitions (All agents in Van total for the day)
- Lucky Dip (every deal writing goes in draw; 2 names pulled next day)
- Highest writers (top 2 writers in a day)
- First 3 to 3 (first 3 agents reaching 3 deals in a day)
WEEKLY COMPETITIONS (will receive bonus money or a prize)
- Top writer for the week- Top rookie writer for the week (rookie = 30 days or less)
MONTHLY COMPETITIONS (will receive bonus money or a prize)
- 200$ Top writer for the month
OTHER COMPETITIONS
- ANY AGENT WRITING 15 DEALS IN TOWN BEFORE FRIDAY WILL HAVE THEOPTION OF WORKING THE FOLLOWING SATURDAY
- Spinning Wheel: Will have bonus incentives; depending on daily competitions, somepeople will get to spin the wheel the following day
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OFFICE SCHEDULE
AND CULTURE
SCHEDULEDSMS: Arrive at 9:00am Mon Friday
BDMS: Arrive at 10:00am Mon Friday (10:00 Sat/ Finish 7:30 8:00)
TEAM LEADERS: Arrive at 10:00am Mon Friday (10:00 Sat/ Finish 7:30 8:00)TRAINERS: Arrive at 10:00am Mon Friday (10:00 Sat/ Finish 7:30 8:00))
AGENTS: Arrive at 11:00am Mon Friday (10:00Sat/ Finish 7:30 8:00)
CLASSESTRAINING CLASS # 1 Twice a week (10:00am 11:00am)
TRAINING CLASS #2 Twice a week (10:00am 11:00am)
SEM ORIENTATION Every Friday (10:00am11:00am)
BCUC CLASS Every Thurs (10:00am 11:00am)TRAIN THE TRAINER Every other Wed (10:00am 11:00am)
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OBSTACLES AND
UNCONTROLLABLES
MARKET CONDITIONS
COMPETITIVE PRICING
OFFICE LOCATION AND SIZE
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OFFICE SCHEDULE
AND CULTUREMORNING MEETINGS- 11:15 --11:30 : Agents practicing presentations in front of class (Trainers supporting them)
- 11:30 12:00: Morning meeting ran by District Sales Managers
Meetings Will include:
- Current dealings in weekly prod8uction and progress- Recognition of top writers and competition winners from prior day
- Bonus checks and prizes given
- Motivational talks and videos presented
- Training lesions
- Daily competition announcements
- Handouts and explanations of new marketing material and training advice- Morning Powwow!!!
***ALL AGENTS DOWNSTAIRS IN THE VANS BY 12:00 EACH AND EVERY DAY***