CBOI_PlayBook

Enabling Sales Closure with Ease & Speed TThhiiss iiss aann iinntteerrnnaall ttrraaiinniinngg ddooccuummeenntt ccrreeaatteedd oonnllyy ffoorr tthhee ssaalleess eemmppllooyyeeeess ooff TTaattaa AAIIAA.. TThhiiss sshhoouulldd bbee nnoott uusseedd ffoorr ssoolliicciittaattiioonn.. 1

Table of Contents o Building Relationship - Tips & Scripts o Winning Customer Propositions & Sweet Spots o Tips & Techniques to Maximize GoalSheet Achievement o The Right Way – Ethical Selling o Renewal – Instant Solutions To Improve Let’s Go Ahead… 2

“Message from Kamal “Central Bank of India channel has delivered a wonderful performance since the inception of this partnership. Now we are entering the stage 3 where productivity and quality of business will measure our output and relevance across the organization. The digital playbook is a one stop shop for all your information requirements. It will help you enhance your productivity, improve your skills, manage your partners better and groom you for leadership roles. Leverage this tool to gain maximum knowledge and apply the best practices in your daily choreography. All the best 3

Relationship I was introduced to all my branch manager and branch staff by my Supervisor. This is part of the New Manager Introduction process and is the most important step towards getting to know the branch and its employees. Here is what I did next… VYMO is an amazing tool, and it helps me track my branch visits. I have a diary in which I maintain records of all important dates related to the Remember, “Jo Dikhta Hai Vo Bikta Hai.” Branch employees mapped to me. I ensure that I visit the branch on It helps me to wish them on their scheduled date and attend the Scrum Birthdays, Anniversaries, and other meeting. important social events. It also helps me remain connected to them on a personal front. Hold on. What do you do when you are in the Scrum? You can’t just be a spectator, you must participate. This is how I prepare. I speak to the BM one day before I ensure that I prepare my sales pitch the visit and seek his permission to about the product I want to discuss. discuss our focus product in the Remember you will get only 5 branch. minutes to present in the scrum. Contd. 6

Relationship Great Salespeople are relationship builders who provide value and help their Customers & Partners win Inactive Branches - A great opportunity to build a strong relationship. Here is how I Succeeded… There was a branch that was not active for last quarter. They were not focusing much on LI Business. I was new to the branch and was looking for an opportunity to create visibility. I followed the channel choreography and interacted with Branch head and explained him about PASA leads, with help from branch head was able to close 2 cases of InstaProtect with no Medicals and income documents. I did a product refresher in this branch on Tata AIA products and shared some pitches that can be used to generate leads. This branch is now one of the top performing branch of the region Contd. 7

Relationship Approaching the HNIs The Script RM :Hello Sir/ Madam, am I talking to Mr. Sharma? Customer : Yes RM :Good morning Sir this is Rajiv calling on behalf of Central Bank of India. RM :Do you have a moment to talk ? Customer :Regarding ? RM :Sir, this call is regarding a free financial need analysis service for our esteemed and valuable customer our bank. Customer :OK RM : Sir, This service will not only help you in identifying your financial goals, would also give help you in achieving financial freedom & planning for future of your loved ones and yourself. For this I would request 20-30 minutes of your valuable time so that I can help you better. If the customer agrees If the customer does not agree RM :Great Sir, so how does tomorrow morning 11 am RM :Ok sir , no issues, is there any other sound to you for a meeting or 5pm today evening is services that you would like to avail from our better. bank, like an F.D, O.D, Loan or a new account Customer :Ok, tomorrow 11 is good. for a family member. RM : Sir, please confirm the address, is this same as the Customer :No, Thanks. one in your bank details, or you will be at some other RM :Ok Sir, it was nice talking to you have a place. great day ahead. Customer :Yes its same as in bank details. RM :Ok Sir, it was nice talking to you have a great day ahead, see you tomorrow at 11.00 a.m. Back to Index 8

Relationship InstaProtect Script Greeting: Good Morning/ Afternoon/ Evening <Wait for 2-5 seconds for a greeting response) Introduction My name is <state your full name> calling on behalf of ____ Bank <Branch Name>. Am I speaking to/with <state customer’s full name with Mr. /Ms. >?, Sir/ Madam, it’s a pleasure speaking with you today. Trust you and your family are safe and doing well? Sir / Madam, you are a valued customer and before I proceed, let me thank you for trusting us with your Financial Needs. You would agree that the current situation has really brought a change in the way we look at protecting our loved ones financially. We, at Tata AIA Life, believe in protecting your dreams at various stages of life without compromising on your basic needs through financial resources. The proposition which I am talking about is a packaged solution provides financial protection for Life as well as health. Here are the top 5 reasons which makes this solution very unique. a) No Medicals required b) Customised Package : Choose any Total Protection cover according to your need from Express Package Covers of 25 Lakh, 50 Lakh, 70 Lakh c) Covers Health, Death and Disability all in a single plan d) Terminal illness is covered 50% of the base Sum Assured paid on diagnosis of Terminal Illness under the Payor Accelerator Benefit feature e) Flexibility in Premium Payment Tata AIA Life Insurance InstaProtect is a solution that will provide a wide range of choices to fulfil your family's specific needs of financial protection. If Customer shows interest move to the login journey Back to Index 8

Elevator Pitches It’s critical to draw the attention of your customers to our key selling points Sampoorna Raksha Riders Saral Jeevan Bima Supreme Get lumpsum on diagnosis of any of A simple and affordable Term Plan 40 critical illnesses irrespective of with premium as low as approx. Rs A Term plan that your medical bills 20 per day provides life cover till age 100 years. Convert any of your insurance plan A term plan up to 25 alcs Sum A Legacy Creation Plan into a 360o protection plan with Assured without you having to go for 105% of Return of comprehensive protection & health any Medicals. Premium in a term plan. riders Ours is the 1st in the industry A Term Plan that provides protection for whole of Life and Income during your golden days Fortune Guarantee Plus Smart Income Plan InstaProtect A plan that offers you Enjoy Growth and Guarantee in a Health and Protection covered in Tax Free Guaranteed Single Plan. Guaranteed Income of single plan; Simplified onboarding Income for as long as 45 up to 160% and No Medicals years Pay 1 Lac for 10 years, A plan that gives you an option to We will either pay your nominees the get 1.22 lacs for 35 yrs + receive Income or Lump sum as claim or we will pay your premium Return of Premium. Total you need. back. Benefit 52.71 lacs A win-win for solution for you Pay X Get 5 X Back to Index 9

Rider Underwriting Guidelines NML & Tele MER Limits Age Band Criticare Plus / inbuilt CI FG Plus Hospicare (option2) NML (MSAR) TMER (MSAR) NML (MSAR) TMER (MSAR) 18 – 40 20L 50L 10L 40L 41 – 45 15L 20L 10L 15L 46 – 50 10L 15L 5L 10L (Above is applicable irrespective of the base plan they are attached to) (Highlighted portion reflects changes in NML/Tele limits that are yet to be implemented (WIP) in system) WOP on Criticare Plus Grid for Proposer Age Band NML (MSAR) Tele-MER (MSAR) 18-40 25L 50L NA 41-65 25L (Above grid is derived basis WOP on Criticare Plus Medical Sum at risk.) Underwriting/Product Guidelines – Partner Care Benefit Standard Age proof is mandatory. Partner Age should be within 45-90 years Relationships Allowed:- Parents, Siblings, Spouse, Children, Father-in-Law, Mother-in-Law Underwriting/Product Guidelines - Waiver of Premium Benefit on CPB/ATPD Health Annexure of proposer is required in Non-self policy Rider guidelines applicable for the proposer Contd. 14

COVID Guidelines Waiting Period • Minimum waiting period for issuance is 7 days after 1st Dose • Minimum waiting period for issuance is 15 days after 2nd Dose COVID 19 Positive with COVID 19 Positive without Hospitalization Hospitalization (Quarantine/ Home Isolation) • If the application is logged in • If the application is logged in within 1 month of within 3 months of being Covid being Covid positive, then the application will be positive, then the application will postponed be postponed. • If the application date is within 1 month to 6 • If the application date is higher months, then applicant will be required to than 3 months, of being Covid undergo full grid medicals + chest Xray positive, then the applicant will be required to undergo full grid • If the application date is more than 6 months, medicals along with Chest X and the applicants age is 18 to 60 yrs, for SA Ray and Complete follow up upto 1 crore he/she will be required to undergo with blood tests, imaging (CXR, full grid medicals. HRCT Chest) etc. • If the application date is more than 6 months, and SA is greater than 1 crore he/she will be required to undergo full grid medicals + chest Xray Back to Index 15

Best in Class Products Whatever your need… We have a Solution for you Millennials / First Spirited Seniors Jobbers Nearing Retirement Just Married Married, with small kids / Single Married, with Parent / Working grown-up kids / Mature Middles Women Age 18 -25 yrs Age 50 - 60 yrs Age 60 yrs & above • Protection for • Liability cover • Provision for dependents • Provision for life retired life • Savings for partner or • Estate and legacy possessions, dependent kin planning travel and higher • Saving for education Age 25 -30 yrs Age 30 - 35 yrs Age 35 - 50 yrs retirement • Tax benefits • Protection for new • Protection for • Protection for life partner Family Family and • Savings for home, • Savings for child • liability cover car and travel education and • Saving for Kids marriage • Tax benefits higher education • Tax benefits • Preparing for retirement • Tax benefits Need Plan Name Protection Solution • Sampoorna Raksha Supreme Long Term Guaranteed Income • Saral Jivan Bima • Fortune Guarantee Plus Retirement Solution • Guaranteed Return Insurance Plan (Whole Life Income) • Fortune Guarantee Plus Early Income • Guaranteed Return Insurance Plan (Whole Life Income) Investment Solutions • Saral Pension (Market Linked Returns) • FG Pension Additional Protection • Value Income Plan • Value Income Plan • Riders Click the Product for more details Back to Index 16

Life Income Income start age – 55,60 and 65 yrs Option Income Rate – 0.01% to 0.15% of the Base Sum Life Option assured per month in increments of 0.01% PPT – 5 & 10 yrs Life Plus Payor Accelerator Benefit – 50% SA paid on Option terminal Illness Comprehensive Riders – ADB / ATPD / CI / HCB *Min Maturity age is 70 Payor Accelerator Benefit – 50% SA paid on terminal Illness Multiple PPT/ Term options Systematic cover increase option (Life Stage Option) Comprehensive Riders – ADB / ATPD / CI / HCB No maturity Benefit Term Plan with Return of Premium (105% of total premiums paid excl. loading & discount) Payor Accelerator Benefit – 50% SA paid on terminal Illness Flexible PPT/ Term options (PPT – Regular, 5, 10,12 and SP, PT – 10 to 40 Systematic cover increase option (Life Stage Option) Comprehensive Riders – ADB / ATPD / CI / HCB Contd. 17

45 years Income Term….Kaun deta hai aaj ke date mein and that too guaranteed and tax free Parameter Competition Fortune Guarantee Plus Plan Option Regular Income Regular Income | Regular Income with Inbuilt CI Income Term Joint Life 25 or 30 years Regular Income : 20 to 45 years (in Multiple of 5 years) Single Premium Regular Income with Inbuilt CI: 30 years for 5 Entry Age Pay and 25 years for 10 Pay PPT Not Available Available Riders Not Available Available Return of Premium Commutation Option Min 5 Years Min 1 Year for Regular Income Option 5, 6, 10, 12 SP, RP/LP - 5, 6, 7, 8, 9, 10, 11, 12 Accidental Disability - Inbuilt Waiver of Premium on CI under Rider Option 2 Critical Illness Plus - Option to attach 4 riders (HCB, CPB, ADB, Rider ATPD) Available Available Available @ lower rate Available @ higher rate 23

Best Returns Sweet Spots There is no Competition for 35-, 40- and 45-year Income ….what are you waiting for? PPT PT Income Income IRR Income as a % of AP Total Benefits term 60,560 5.09% 5 65,060 5.16% 30.28% 34,22,400 69,900 5.23% 32.53% 36,02,400 6 75,100 5.29% 34.95% 37,96,000 80,680 5.35% 37.55% 40,04,000 5 7 86,700 5.41% 40.34% 42,27,200 8 78,700 5.32% 43.35% 44,68,000 84,560 5.38% 39.35% 43,48,000 9 90,840 5.44% 42.28% 45,82,400 97,600 5.50% 45.42% 48,33,600 10 104,860 5.56% 48.80% 51,04,000 6 99,840 5.57% 52.43% 53,94,400 7 107,260 5.62% 49.92% 53,93,600 68 115,240 5.67% 53.63% 56,90,400 123,820 5.73% 57.62% 60,09,600 9 122,980 5.77% 61.91% 63,52,800 132,140 5.82% 61.49% 65,19,200 10 40 141,960 5.86% 66.07% 68,85,600 145,120 5.84% 70.98% 72,78,400 7 155,920 5.88% 72.56% 76,04,800 171,260 5.96% 77.96% 80,36,800 7 8 85.63% 88,50,400 9 10 8 89 10 9 9 10 10 10 Premium 2 lacs excl. taxes Comprehensive riders Partner Waiver of Return of CI, Hospicare, Care Premiums Premium (ROP) Disability Back to Products 24

Single Life | Joint Life | Guaranteed Tax-Free Income for Whole of Life | Return of Premium You name it and the plan has it ! Endowment Option Age Premium PPT/PT Total Death Benefit Multiple Total Maturity Benefit IRR Premium 5.48% 30 16 23,15,000 10,00,000 14.75 23,15,000 35 1,00,000 10/20 13.5 23,15,000 40 12.25 23,15,000 45 Whole Life Income Option (Single Life) Age Annualised PPT/PT Regular Income % Guaranteed Assuming ROP IRR Premium (Annual Mode) Annual Income on Death at Age Total Benefit (Annual Mode) 5.84% 99 5.89% 5.96% 45 10 82.83% 82,825 10,00,000 46,44,300 6.00% 50 84.56% 84,563 10,00,000 42,97,938 5.99% 55 1,00,000 86.89% 86,888 10,00,000 39,54,175 60 89.20% 89,200 10,00,000 35,86,800 65 91.41% 91,413 10,00,000 31,93,900 Regular Income Option Age Premium PPT/PT Total Premium Maturity Benefit IRR 5.73% 30 1,00,000 10/11 10,00,000 1,95,250 5.56% 40 12/13 1,95,250 30 2,13,250 40 2,13,250 Have you tried the GRIP Whole Life Income with an Employer Employee Scheme, it’s an awesome combination. Connect with your trainer to know more. Contd. 25

Tata AIA Life Insurance Saral Pension Immediate Annuity: A Long Term Proposition Unmatched Comparison between Annuity Rates & FD Interest Rate | 25,00,000 Lakhs Saral Pension: Life Time Annuity Rates FD Interest Rates (10 Yr Tenure)* Age Single Life Joint Life Bank Regular Citizens Senior Citizens (Same Age) 40 6.27% SBI 5.40% 6.20% 45 6.32% 6.25% 50 6.36% 6.30% HDFC Bank 5.50% 6.25% 55 6.40% 6.36% 60 6.43% 6.42% ICICI Bank 5.50% 6.30% 65 6.46% 6.48% 70 6.41% 6.52% Axis Bank 5.75% 6.25% 75 6.33% 6.51% 80 6.23% 6.48% * Rates as on 01st Apr ‘21 6.44% Annuity Rate: Life Annuity with Return of 100% of Purchase price (ROP) Immediate Annuity | Single Life | Purchase Price [Excl GST] Purchase Price ₹ 500000 ₹ 1000000 ₹ 1500000 ₹ 2000000 ₹ 2500000 Age % Amount ₹ % Amount ₹ % Amount ₹ % Amount ₹ % Amount ₹ 45 6.25% 31,250 6.28% 62,800 6.28% 94,200 6.28% 1,25,600 6.32% 1,58,000 55 6.34% 31,700 6.37% 63,700 6.37% 95,550 6.37% 1,27,400 6.40% 1,60,000 60 6.38% 31,900 6.41% 64,100 6.41% 96,150 6.41% 1,28,200 6.43% 1,60,750 65 6.41% 32,050 6.44% 64,400 6.44% 96,600 6.44% 1,28,800 6.46% 1,61,500 Contd. 25

Tata AIA Life Insurance Saral Pension Annuity Rate: Joint Life Last Survivor Annuity with Return of 100% of Purchase Price (ROP) on death of the last survivor Immediate Annuity | Joint Life | Purchase Price [Excl GST] Purchase Price ₹ 500000 ₹ 1000000 ₹ 1500000 ₹ 2000000 ₹ 2500000 Primary Age Secondary Age % Amount ₹ % Amount ₹ % Amount ₹ % Amount ₹ % Amount ₹ 45 45 6.23% 31,150 6.27% 62,700 6.27% 94,050 6.27% 1,25,400 6.30% 1,57,500 50 50 6.29% 31,450 6.33% 63,300 6.33% 94,950 6.33% 1,26,600 6.36% 1,59,000 55 55 6.35% 31,750 6.39% 63,900 6.39% 95,850 6.39% 1,27,800 6.42% 1,60,500 60 60 6.42% 32,100 6.45% 64,500 6.24% 93,600 6.45% 1,29,000 6.48% 1,62,000 65 65 6.47% 32,350 6.50% 65,000 6.50% 97,500 6.50% 1,30,000 6.52% 1,63,000 Competitive Advantage Tata AIA Saral Pension (offline/online rates) Annuity Frequency : Annual Annuity option Type of annuity Age of first life Age of second life 5 lakh 10 Lakh 25 Lakh 50 NA 30,450 61,200 153,750 55 154,750 Single Life with return of Immediate Annuity 60 NA 30,650 61,600 155,500 purchase price 65 156,250 50 NA 30,850 62,000 153,000 55 154,250 60 NA 31,000 62,300 155,750 65 157,250 45 30,200 60,800 Joint Life with return of Immediate Annuity 50 30,500 61,400 purchase price 55 30,850 62,100 60 31,150 62,600 Contd. 25

Lifelong Guaranteed Income Option of Deferred or ImmediateAnnuity Annuity Rate Guaranteed at Inception Single Life & Joint Life Feature Pay single premium, Regular Premium & Limited Premium Single Life | Age 50 | 1 Lakh Single Life | Age 65 | 1 Lakh Deferred Life Competition B Deferred Life Competition B Annuity (GA-II) with Annuity (GA-II) with Return of Purchase Return of Purchase Price Price 5 Pay/0 deferment 6.80% 6.76% 5 Pay/0 deferment 7.21% 7.15% 5 pay/ 1 deferment 7.80% 7.68% 5 pay/ 1 deferment 7.26% 7.21% 5 pay/ 2 deferment 8.42% 8.20% 6 pay / 1 deferment 8.03% 7.82% 5 pay/ 2 deferment 7.74% 7.70% 6 pay/ 2 deferment 8.66% 8.30% 7 pay/1 deferment 8.36% 7.98% 6 pay / 1 deferment 7.44% 7.39% 10 pay/ 0 deferment 8.42% 7.61% 6 pay/ 2 deferment 7.92% 7.88% 10 pay/ 1 deferment 9.19% 7.69% 7.65% NA 7 pay/1 deferment 7.74% 7.70% 10 pay/0 deferment 8.31% NA 10 pay/1 deferment Single Life | Purchase Price - 20 Lacs | Age 55 Joint Life | Purchase Price - 20 Lacs | Age 55 (Both Lives Same Age) PPT Deferment Deferred Life Annuity (GA-II) Deferred Life Annuity (GA-II) PPT Deferment Deferred Life Annuity (GA-II) Deferred Life Annuity (GA-II) Period with Return of with Return of Period with Return of with Return of (Waiting Period Purchase Price - Annuity Purchase Price - Annuity Rate (Waiting Period Purchase Price - Annuity Purchase Price - Annuity Rate after PPT) Amount after PPT) Amount 871,500 7.26% 8,46,300 7.05% 933,720 7.78% 9,00,180 7.50% 997,260 8.31% 9,55,200 7.96% 10,63,140 8.86% 10,10,340 8.42% 6 11,31,360 9.43% 6 10,65,300 8.88% 12,18,900 10.16% 11,,40,840 9.51% 16,12,200 8.06% 15,26,400 7.63% 17,38,100 8.69% 16,34,300 8.17% 18,74,000 9.37% 17,52,200 8.76% 20,25,700 10.13% 18,81,900 9.41% 10 21,87,600 10.94% 10 20,19,700 10.10% 23,65,400 11.83% 21,69,500 10.85% Have you tried the GRIP Whole Life Income with an Employer Employee Scheme, it’s an awesome combination. Connect with your trainer to know more. Contd. 25

Riders Comprehensive Comprehensive Protection Rider Health Rider Comprehensive Protection Rider Comprehensive Health Rider Life Insured Benefit Option ADB ATPD CPB Self Life HCB Event Covered Event Covered Accidental Accidental Critical Hospitalization Illness Death Disability Amount & Payout Only Lump sum NA NA Lumpsum + Income NA NA NA Only Income WOP* Tax-free Annuity (Partner care) Premium Refund ROP Please Note PPT Allowed with Regular/Limited /Single Pay (can be <= base plan subject to Rider Term rider term) Can be < = base plan term subject to max maturity age (for WOP = PPT subject to max maturity age) *WOP can be taken on Proposer if policy is non self Back to Products 28

Discipline Discipline is the most important factor for your success. I follow the below Choreography which has helped me to be successful in this channel KAM Choreography CBOI Partner Reach Customer Customer Reach Lead Capture (for Lead Capture Lead Capture (for 3rd & (for 2nd week) Out Reach Out NB Out Persistency 1st week) 4th week) FTD Target 2 2 5 3 2 1 Weightages 25% 25% 20% 30% 30% 30% Are you doing all of these? If Not, START TODAY Back to Index 30

Execution Ideas are yesterday, Execution is today, and Success will be your partner tomorrow Follow the channel sales choreography Update all activities on VYMO daily without fail Complete your trainings & validations on Vacademy Track and Review your Goalsheet performance on a daily basis Back to Index 33

Supervisor Supervisor is a role model for his/her team Below is the Supervisor Choreography CBOI Partner HNI Customer Branch Team Review Regional Office Visit Reach Visit Weekly Target 3 14 5 1 Weightages 20% 50% 20% 10% Contd. 46

Touchpoints Support required for Email ID SPOC name Login related issues - TAB [email protected] Ashwinkumar Devadiga Login related issues - Sellonline [email protected] Abhilash Bhaskaran Code related issue in MIS [email protected] Prashant Mhadye Policy not reflecting in bank MIS [email protected] Prashant Mhadye Policy not reflecting in Insight Code Activation/ expiry / code [email protected] Viraj Mulki [email protected]/ Amit Kamboj [email protected] Santosh Singh PST Support – For all other queries ZH Names Support SPOC Name Phone 1st Level 2nd Level Escalation 3rd Level Escalation Piyush Nahar Akash Gor 8149985123 Escalation Purushothama Rao Akash Gor 9167017658 Amit Malhotra Akash Gor 9167017658 Prasad Patkar Christopher T Debajyoti Roy Vikas Rajak Akash Gor 9167017658 7045937850 98227 01627 9834611137 Achal Pathak Indrajeet Shurkamble 8149985123 Vineet Jain Indrajeet Shurkamble 8149985123 Jay Kumar Indrajeet Shurkamble 9167017658 Sourabh Mishra Indrajeet Shurkamble 9167017658 Joy Banerjee Saish Ghole 9867101223 Pradeep Tripathi Saish Ghole 9867101223 Varun Gupta Saish Ghole 9867101223 Back to Index 48

Compliance Do’s & Don'ts Do the Right Things in the Right Way DOs: DON’Ts: Primary Underwriting before submitting Never commit returns for non-guaranteed business. products . Disclose all material facts (Age / Income / Do not inform returns higher than stated in Occupation / Habits / Qualification) illustrations. pertaining to the customer. Do not forge / copy customer signatures on CDF form / customer request form / Complete due-diligence before submission declaration / NACH / NEFT, etc of application e.g. match photo with KYC. Do not indulge in any kind of monetary Check Email ID / phone number, bank transactions / Compensations / Favors with the account and PAN number are correctly X customer / Bank Staff at policy solicitation captured in the application form. stage / Death claim settlement. Policy features such as PT, PPT and the Do not answer PSC call on behalf of customer maturity details are correctly informed. / lip sync during Web-Video PSC. Use Secure Life App to demonstrate the Do not circulate any unauthorized / policy returns/ benefits. unapproved EDM in any Bank / Personal Inform customers about eIA and how group or share prints of any EDM. to access policy documents. Do not sell policies on the pretext of VPSC to be done for all cases with email ID promising bonus / discounts / loans / wrong and age of customer below 60 yrs. commitment related to the policy features or any other false promise. Do not provide any incorrect information on X other Bank products. • Reach out to your Supervisor/ Trainer incase of doubt. • Any deviation found will be investigated and will lead to disciplinary actions including termination as per the penalty matrix Back to Index 49

New Online Process for SP Coding SP CODED identification of the cboi employee License from IRDA and Needs to fill the link SP Code from the on KYB Insurance company Upload the document on No need Send the (Rahul Chavan) to be the application Physical document to RO, Generated and scan to Central Office Application from for SP. Scan Photo and Signature of the Employee Annexure I and III 12th and above mark sheet. Schedule the Training Managed by HO team Pass Certificate along Pass 75 Hr for Composite with highest qualification License 6 months Validity Fail Re Schedule of Exam Mark sheet and Absent Annexure I and III has to Exam Schedule upload on IRDA Portal STESPS INVOLVED o Identification of the CBoI Employee o One to One Meeting and explaining the Merits of being an SP. o Documentation of the Employee. o Schedule the Training o Exam Schedule and Coding of SP o Review the Entire Process by the Bank.

HNI Approach Script Producer :Hello Sir/ Madam, am I talking to Mr. Sharma? Customer : Ok RM :Good morning Sir this is Rajiv calling on behalf of Central Bank of India. RM :Do you have a moment to talk ? Customer :Regarding ? RM :Sir, this call is regarding a free financial need analysis service for our esteemed and valuable customer our bank. Customer :OK RM : Sir, This service will not only help you in identifying your financial goals, would also give help you in achieving financialfreedom & planning for future of your loved ones and yourself. For this I would request 20-30 minutes of your valuable time so that I can help you better. Customer : Ok RM :Great Sir, so how does tomorrow morning 11 am sound to you for a meeting or 5pm today evening is better. Customer :Ok, tomorrow 11 is good. RM : Sir, please confirm the address, is this same as the one in your bank details, or you will be at some other place. Customer :Yes its same as in bank details. RM :Ok Sir, it was nice talking to you have a great day ahead, see you tomorrow at 11.00 a.m. Customer : No RM :Ok sir , no issues, is there any other services that you would like to avail from our bank, like an F.D, O.D, Loan or a new account for a family member. Customer :No, Thanks. RM :Ok Sir, it was nice talking to you have a great day ahead.

Aim 2 Achieve December 2021

Renewal Instant Solutions to Improve FAB’ing LAPAC Always highlight the benefits and Listen, Acknowledge, Probe, not the features Answer, Confirm A2P2Approach Involve Resolve Acknowledge Assure Probe Present Customer Concern Best Solution Real Concern Custom Solution Alternate Solutions Last Resort Premium Fund Wait and Partial Premium Premium Redirection Switch Reduction Watch Withdrawal Holiday