Liberty National Life Classroom Training

New Agent Training PowerPoint

Liberty National LifeClassroom Training

Day FiveEPIC

GeopointeIndividual Training PowerPoint

Set Default Settings1. Click Settings icon (gear)2. Check Scrollwheel Zoom3. Click Auto-Cluster Query Size

• Enter: 50,0004. Click Quick Check In5. Route Optimization Type:

• Select Schedule6. Route Window

• Select 1:00pm to 9:00pm7. Route Stop Duration

• Select 15 mins8. Click Close

Create My Locations1. Click the Search Places and Markers

field • Enter an address for the location that

will be used as a Start or End location2. Click the Magnifying Glass to search3. Left click the Red Marker for the address

entered4. Click Save to My Locations5. Name the location6. Click Ok

View My Locations1. Click My Locations icon2. Options:

• Click Go Here to view this address• Click Add to Route if using it for a Start and/or

End location• Click Delete to remove the address from My

Locations

Call ClinicLog a Call

1. Click Saved Layers in the Side Bar

2. Click Individual Folder 3. Click Everywhere Map view4. Click IND Appointments Layer 5. Zoom In or Out to see

Appointments6. Click IND Follow Ups Layer 7. Zoom In or Out to see Follow Ups

around the Appointments8. Click Map View to only see Call

Clinic Leads in the same area as the Appointments and Follow Ups

9. Click Call Clinic Leads Layer 10.Zoom In or Out to see Call Clinic

Leads around the Appointments

Call ClinicSunday

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Appointments

Sunday

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Follow Ups

New, In Progess

Referrals (New, In Progress)

Call Clinic Leads

Call ClinicLog a Call – No Answer

1. Click a Call Clinic Lead Marker to

view the Lead’s details2. Call the phone number on the Lead3. Click Update Address (if applicable)

a. Enter the address or make changes to the Address

b. Click Savec. Click Close

4. Click Chatter Feed to Log the Call

Call ClinicLog a Call - No Answer

1. Click Calla. Click Unavailable *b. Click Disposition Reason – In

Progress *• Select: Reason they were

unavailable2. Click Log a Call3. Click Close

Call ClinicLog a Call – No Answer

1. Click the Pencil to the right of Research• Add any notes about the call or

appointment – these details will show on the Lead

2. Click the √ to save and close the Research field

3. Click the X to close the Tool Tip

Call ClinicLog a Call – Follow Up

1. Click a Call Clinic Lead Marker to view the Lead’s details

2. Call the phone number on the Lead3. Click Update Address (if applicable)

a. Enter the address or make changes to the Address

b. Click Savec. Click Close



1. Click Calla. Click Unavailableb. Click Disposition Reason

• Select: Reason they were unavailable

c. Click Set Activity• Select: Follow Up

d. Click Appt/Follow Up Due Date• Select the Date for the

Follow Up• Click the Time and enter

the Time of the Follow Up2. Click Log a Call3. Click Close


1. Click the Pencil to the right of Research• Add any notes about the call

or appointment – these details will show on the Lead

2. Click the √ to save and close the Research field


Call ClinicLog a Call – Setting an Appointment

1. Click a Call Clinic Lead Marker to view the Lead’s details

2. Call the phone number on the Lead3. Click Update Address (if

applicable)a. Enter the address or make

changes to the Addressb. Click Savec. Click Close


Call Clinic

Log a Call – Setting an Appointment

1. Click Calla. Click Set Activity *

• Select: Appointment *b. Click Appt/Follow Up Due

Date *• Select the Date for the

Appointment• Click the Time and

enter the Time of the Appointment

2. Click Log a Call3. Click Close

Call ClinicLog a Call – Setting an Appointment

1. Click the Pencil to the right of Research• Add any notes about the call

or appointment – these details will show on the Lead

2. Click the √ to close the Research field


Working a Follow Up Task – Log a Call

1. Click a Follow Up Marker to view the Tool Tip

2. Call the phone number on the Follow Up3. Click the Name of the Follow Up4. Click Edit


If No Answer:

1. Click Unavailable2. Click Disposition Reason

• Select: Reason why they were unavailable

3. Click Status • Select: Completed

4. Click Save5. Return to the Geopointe Tab


If an Appointment is Set

1. Click Set Activity• Select: Appointment

2. Click Appt/Follow Up Due Date• Select: the Date for the Appointment• Click the Time and enter the Time of the

Appointment 3. Click Status Select: Completed4. Click Save5. Return to the Geopointe Tab

Call ClinicSearching Phone Numbers – Missed Calls

1. Click the Global Search field2. Type in the phone number for the prospect that just called to

identify the Lead3. Click Search 4. Click the correct Lead to view Lead information

Creating Routes for the Week1. Click My Locations 2. Click Add to Route for the location that will be the Start

and/or End Locations• Add the location twice if it will be used for Start and End

Locations• Repeating adding a different Address from My Locations

if Start and End locations are different

Creating Routes for the Week

1. Click Saved Layers in the Side Bar2. Click Everywhere map view3. Click IND Appointments Layer4. Zoom In or Out to see Appointments5. Click Map View to only see Drop By

Leads in the same area as the Appointments

6. Click IND Drop By Leads Layer


Sunday

Monday

Tuesday

Wednesday

Thursday

Friday

Saturday

Appointments

New, In Progess

Referrals (New, In Progress)

Call Clinic LeadsDrop By Leads

Creating Routes for the Week1. Click the Legend Tab

• Click all the Markers for the days of the week that will not be included in the route for the date

Creating Routes for the Week1. Click a Shape and draw a boundary around the Markers

(Appointments and IND Drop By Leads)• Left click anywhere on the shape (not on a marker) to

see the number of Appointments & IND Drop By Leads • Expand the Shape to include more Leads by clicking

one of the white circles on the edge of the shape

Creating Routes for the WeekAdd Markers to a Route

1. Click anywhere on the Shape (not on a marker)2. Click the Actions drop-down menu3. Click Add All to Route

Creating Routes for the Week1. Click the Routes icon in the Side Bar2. Click the 3 Dots to the right of My Locations

• Select Move to Top of List or Move to Bottom of List for Start and End locations

Creating Routes for the Week1. Click --:--, 15 mins to add the time of the Appointment

a. --:-- : Select the time of the Appointment


** If there are gaps in the route, zoom out and add additional Markers to the route

Creating Routes for the Week1. Click Save 2. Click the Name field and enter a name for

the route3. Click a Day on the calendar for the date of

the route4. Click Save 5. Repeat for each day in the field

• Tuesday-Wednesday & Friday- Sunday

Sharing Routes1. Click the Ownership & Sharing icon2. Click the Sharing field

1. Select the Manager’s name to share route with

3. Click Add Share

Working a Route1. Click the Triple Bar2. Click the Map tab3. Click the Route icon on the bottom right corner of the

screen4. Click the Folder icon5. Click on the Route for the correct date

Working a Route1. Click the Lead/Appointment 2. Click Navigate to open a Navigation application for

directions3. Click Back to return to the route

Presentation from an Appointment

1. Click the Appointment 2. Click Check In3. Click View Record4. Click Edit


1. Enter the Following information about the Appointment:a. Gave Presentation: if presentation was

given b. Name of Trainer: Enter the Trainer’s

name (if applicable)c. Click 25% - Rapport OR 25% - Trainer

Assisted (only check one of the 25% for either Trainee or Trainer, whomever completed that step)

d. Click 50% - No Cost OR 50% Trainer Assisted (only check one of the 50% for either Trainee or Trainer, whomever completed that step)

e. Click 75% - Survey to Close OR 75% Trainer Assisted (only check one of the 75% for either Trainee or Trainer, whomever completed that step)


1. Click 100% - Entire Presentation OR 100% Trainer Assisted (only check one of the 100% for either Trainee or Trainer, whomever completed that step)

2. Made Sale: Yes or No • If No, Click Disposition Reason –

Non Sale• Select; the reason why no sale

was made3. Referrals Collected: Total number of

referrals from the Presentation4. AP Written: Annual Premium from the5. Click Save6. Click Back to return to the Route

Rolling ReferralsCreate a Lead

1. Click the Triple Bar in the upper left corner

2. Click Leads3. Click New

Rolling ReferralsCreating a Lead

1. Enter the following information:• Lead’s First and Last Name• Company: IND• Lead Status: Appointment

Booked• Phone or Mobile• Lead Source: Referral• Sponsor/Relationship:

Prospect who gave referral and relationship

• Address: Enter correct address

• Notes: Any details about the referral (ex: number of children for Child Safe)

2. Click Save in upper right and the Lead will automatically open

Rolling ReferralsLog a Call – Setting an Appointment

1. Click Call on the bottom of the Lead Details screen

2. Click Log without Calling and enter the following information about the call:a. Click Set Activity *

• Select: Appointmentb. Click Appt/Follow Up Due Date *

• Select: the Date for the Appointment• Click the Time and enter the Time of the

Appointment3. Click Save in the upper right

Rolling Referrals1. Under Related, the completed

activity of the call will be logged in Activity History and the future event of the Appointment in Open Activities

When an Appointment is a No Show

1. Click the Appointment 2. Click Check In3. Click View Record4. Click Edit

• Click Unavailable• Click Disposition Reason –

In Progress• Select: Appointment No

Show

When an Appointment is a No Show

1. If the Appointment was Rescheduled1. Click Set Activity

1. Select: Appointment2. Click Appt/Follow Up Due

Date• Select: the Date for the

Appointment• Click the Time and enter

the Time of the Appointment

3. Status: Completed2. Click Save3. Click Back

When an Appointment is a No ShowCreating a Plan B

1. Click the Triple Bar2. Click Map to open Geopointe3. Click the Search… field 4. Click the Individual folder

• If the folders aren’t visible, click Data Set

5. Click IND Drop Bys Leads

When an Appointment is a No Show1. Click a Drop By Lead Marker nearby2. Click the Lead to view the details and

Navigate3. Click Navigate

Working a Follow Up Task – Drop By

1. Click the Follow Up2. Click Check In3. Click View Record4. Click Edit


If the Follow Up Results in No Contact

Enter the Following information about the Appointment:

1. Click Unavailable2. Click Dispositions Reason – In

Progress1. Select: Dropped By

3. Click Status1. Select: Completed

4. Click Save


If the Follow Up Results in an Appointment

Enter the Following Information about the Drop By:

1. Click Set Activity1. Select: Appointment

2. Click Appt/Follow Up Due Date1. Select: the Date for the

Appointment2. Click the Time and enter

the Time of the Appointment

3. Click Status1. Select: Completed

4. Click Save


If the Follow Up Results in a Presentation

Enter the Following information:1. Name of Trainer: Enter the Trainer’s

name (if applicable)2. Click 25% - Rapport OR 25% -

Trainer Assisted (only check one of the 25% for either Trainee or Trainer, whomever completed that step)

3. Click 50% - No Cost OR 50% Trainer Assisted (only check one of the 50% for either Trainee or Trainer, whomever completed that step)

4. Click 75% - Survey to Close OR 75% Trainer Assisted (only check one of the 75% for either Trainee or Trainer, whomever completed that step)



1. Made Sale: Yes or No *• If No, Click Disposition

Reason – Non Sale• Select: the reason why no

sale was made2. Referrals Collected: Total

number of referrals from the Presentation

3. AP Written: Annual Premium from the Presentation

4. Click Save5. Click Back to return to the Route

Drop BysDrop By – No Contact

1. Click the Lead 2. Click Check In3. Click View Record4. Click IND Drop By Leads5. Enter the Results of the Drop By

a. Details: Details about the Prospectb. Click Morec. Click Unavailabled. Click Disposition Reason – In

Progress• Select: Dropped By

e. Click Save6. Click Back to return to the Route

Drop BysDrop By – Setting an Appointment1. Click the Lead 2. Click Check In3. Click View Record4. Click IND Drop By Leads5. Enter the Results of the Drop By

a. Details: Details about the Prospect and/or Appointment

b. Click Morec. Click Set Activity

• Select: Appointmentd. Click Appt/Follow Up Due

Date• Select: the Date for the

Appointment• Click the Time and enter

the Time of the Appointmente. Click Save

Drop BysDrop Bys – Results in a Presentation

1. Click the Lead 2. Click Check In3. Click View Record4. Click IND Drop By5. Enter the Results of the Drop By

a. Details: Details about the Prospect and/or appointmentb. Click More

Drop BysDrop By – Results in a Presentation

1. Click Drop By Presentation2. Name of Trainer: Enter the Trainer’s

name (if applicable)3. Click 25% - Rapport OR 25% - Trainer

Assisted (only check one of the 25% for either Trainee or Trainer, whomever completed that step)

4. Click 50% - No Cost OR 50% Trainer Assisted (only check one of the 50% for either Trainee or Trainer, whomever completed that step)

5. Click 75% - Survey to Close OR 75% Trainer Assisted (only check one of the 75% for either Trainee or Trainer, whomever completed that step)


Drop Bys1. Made Sale: Yes or No

• If No, Click Disposition Reason – Non Sale• Select: the reason why no sale

was made2. Referrals Collected: Total number of

referrals from the Presentation3. AP Written: Annual Premium from the

Presentation* Selecting Yes or No for Made Sale will automatically give the Lead a Sale or Non-Sale Status, showing it is being worked4. Click Save5. Click Back to return to the Route

Customer Policies

Sharing Leads

1. Click the Global Search2. Enter the name of the Lead3. Click the correct Lead4. Click Sharing on the Lead Details

screen

Sharing Leads1. Click Add2. Select the Agent to be shared

with• Enter the Name of the

Agent and click FindOR• Scroll down the list under

Available3. Click Add4. To change the Sharing Rules (if

applicable), click the drop-down menu for Lead Access• Read Only: Can only the

view Lead• Read/Write: Can view,

edit and add activity to the Lead

5. Click Save

Sharing Accounts1. Click the Global Search2. Enter the name of the Account3. Click the correct Account4. Click Sharing on the Account

Details screen

Sharing Accounts

1. Click Add2. Select the Agent to be shared with

• Enter the Name of the Agent and Click Find

OR• Scroll Down the List under

Available3. Click Add4. To change the Sharing Rules (if

applicable), click the drop-down menu for Account Access• Read Only: Can only view the

Account• Read/Write: Can view, edit and

add activity to the Account5. Click Save

Lead ManagementCloning Lead Assignment list view

1. Click Leads tab2. Click drop down menu and click zLead Assignment

Master Key3. Click Go4. Click Clone to the right of the Lead List drop-down

menu

Lead Management1. Change the name to Lead Assignment 2. For the Owner Alias row, under the Value Column; enter the

Agency Number for the Agency Owner3. Click Save As

Lead ManagementCloning Lead Re-Assignment list view

1. Click Leads tab2. Click drop down menu and click zLead Re-Assignment Master Key3. Click Go4. Click Clone to the right of the Lead List drop-down menu5. Change the name to Lead Re-Assignment6. Click Save As

Lead ManagementLead Assignment

1. Click Leads tab2. Click drop-down menu and click Lead

Assignment3. Click Go4. Click Edit to the right of the drop-down menu

Lead Management1. Under Filter By Additional Fields (Optional): make the following adjustments1. Lead Type

1. Value: Clear2. Click the Magnifying Glass

1. Check all Lead Types to be given to Agent2. Click Insert Selected

2. Lead Status1. Value: Clear2. Click the Magnifying Glass3. Click New & In Progress4. Click Insert Selected

3. City1. Value: Clear2. Enter City (optional)

4. Zip/Postal Code1. Value: Clear2. Enter in Zip/Postal Code (optional)

5. Owner Alias1. Value: Clear2. Enter the Agency Owner’s Agency Number

6. Lead Assigned by AO?1. Value: Do not change

Lead Management

InspectionInspecting Agent’s Activity

1. Click the Map tab on Desktop to open Geopointe2. Click Saved Layers in the Side Bar3. Click Management Layer4. Click the Layer to inspect5. Click Legend icon6. Click the Names of the Agents not being inspected to only see an

Agent’s markers on the map

InspectionInspecting Agent’s Activity

1. Click the Map tab on Desktop to open Geopointe2. Click the Routes icon in the side bar3. Click the User field

• Enter the name of the Agent whose routes will be inspected

4. Click View field• Click Upcoming

InspectionInspecting Agent’s Routes

Inspection Questions: If No:

How many Leads are in their Route?

Do they have enough Drop Bys to fill in any gaps in-between Appointments?

What time are they getting to their first Appointment or Drop By?

Should they change the start time so they get their earlier?

Is their route optimized; do the markers seem like they are in an optimized order?

Have they created a route for every day of the week?

DashboardsView Dashboard

1. Click Dashboards tab on desktop 2. Click Find a dashboard… drop-down menu

• Click Agent Dashboard – Individual3. Click Refresh to the right of Find a

dashboard… drop-down

Dashboards

View Reports

1. Click Dashboards tab on Desktop

2. Click Find a dashboard… drop-down menu• Click Agent Dashboard

– Individual3. Click Refresh to the right of

Find a dashboard… drop-down

4. Click a Dashboard to view its Report

Reports

1. Name of Dashboard/Report2. Time Frame

• Can select a specific time range or custom3. Run Report – Click after all Time Frame changes4. Hide Detail – show or hide each Tasks associated with the Dashboard/Report

• Show Details – Will show details if they have been hidden 5. Requirements for Dashboard/Report6. Activity being measured 7. Grand Total for all types of activity being measured8. Activity Tasks related to Dashboard/Report

• Will only show if details aren’t hidden (see Number #4)

Appts by Set DateWhat Number of Appointments set

today, whether it was by a Call Clinic or from a Drop By

When Calling the board during Call Clinic, at the end of Call Clinic, end of day when Agents are in the field

Benefits Agents can use this to see how many Appointments the have to ensure they are on track to reach their goalsGoal: Set 2 appts/hour to have a total of 8-10 appts each day in the field

Leadership Coaching

• Use this Dashboard during call clinic to show the number of Appointment set each hour

• If an Agent is below their goal of 2 appointments set per hour, provide the following coaching:

• Do they have Leads to call?

• Are they following the script?

• Are they using the tie-down to set the appointment?

Appts by Set Date

Troubleshooting:• On the Call or IND Drop-By screen

OR

Appts Booked for a DateWhat Number of Appointments the Agent

has preset, whether from Call Clinic or a Drop By

When Before Call Clinic, beginning and end of the day when Agents are in the field

Benefits Agents will know how many appointments they have

Leadership Coaching

• At the beginning of Call Clinic – Mangers will know the number of presets the agent has which will provide them with the number of Appointments the Agent needs to set by the end of call clinic

• When Agents are in the field, this Dashboard will tell the Manager the activity for the Agent that day and if they should be doing Drop Bys if low Appointments

• At the end of the day when Agents are in the field, Managers can use this Dashboard to see how many appointments they had and if they should have been doing Drop By

Appts Booked for a Date

Troubleshooting:• On the Call or IND Drop-By screen

OR

Number of Drop BysWhat Number of Drop Bys completed

each day

When Half Time and end of day

Benefits Agents can monitor how many Drop Bys they do throughout the evening so they can work towards the goalGoal: 5 Drop Bys/Hour

Leadership Coaching

• Mangers will want to use this Dashboard to ensure Agents who have low Appointments set are doing Drop Bys so they have presets for the following days. Use the following to coach Agents with low Drop Bys:

• Did they create a route that started at 1:00pm so they had Drop Bys planned for the day?

• If low number of Drop Bys, why?

• Did they have Leads to do Drop Bys?

• If no, did they communicate that mid-day so their manager could get them more Leads for Drop Bys?

Number of Drop BysTroubleshooting:• On the IND Drop By screen

Appointment to PresentationWhat Number of Appointments that result in a Presentation


Benefits Agents can see how they are doing and coach themselves if they are below the goal percentage Goal: 50% Appointments result in an Presentation

Leadership Coaching • Mangers will want to use this Dashboard to help Agents who are setting Appointments (whether at Call Clinic or Drop Bys), but the Appointments are canceling or rescheduling.

• Are Agents tying down the Appointment at the end of the call?

• Are they spending the right amount of time on the phone and building rapport with the Lead?

Appointment to PresentationTrouble Shooting:• On the Appointment Task screen

Presentation to SalesWhat Number of Presentations that

result in a Sale, whether from an Appointment or a Drop by that resulted in a Presentation


Benefits Agents can see how they are doing and coach themselves if they are below the goal percentage Goal: 33% Presentations results in a Sale

Leadership Coaching

• Mangers will want to use this Dashboard to help Agents who are completing presentations, but are struggling to make Sales

• Are Agents building quality rapport with the Lead?

• Did they complete the presentation (per script)

• Are they setting Appointments with people without checking accounts?

• What type of client are they presenting to – elderly, disability, etc?

• Are they using the closing tie-down and objections (per script)?

Presentations to SalesTroubleshoot:• On the IND

Drop By or Appointment Task screen

OR

OR

Referral Appt PresentationWhat Number of Appointments that

resulted in a Presentation from Referral Leads


Benefits Agents can see how they are doing and coach themselves if they are below the goal percentage Goal: 50% Appointments result in a Presentation

Leadership Coaching

• Mangers will want to use this Dashboard to help Agents who are setting Appointments (whether at Call Clinic or Drop Bys), but the Appointments are canceling or rescheduling. This Dashboard will show if they are properly working their Referral Leads

• Are Agents calling them back quick enough to increase the chances of setting an Appointment?

• Is the Agent referencing the Sponsor’s name when speaking with the Referral Lead?

Referral Appt PresentationTroubleshooting:• On the IND Drop-By or Appointment Task screen

OR

Liberty National Life Classroom Training

Documents

based activity generation

successan appointment

client isnt home

good time

phone numbers

person youre

end of referral collection

phone conversations