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

    BC 1

    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

    BC 2

    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***