DSF_PlayBook_V1

Managing a Team Hi…I have 5 RMs; 1 is a M0 RM, 1 is a M2 RM and 3 are vintage RMs This is what I do to ensure that my team achieves their Goalsheet Morning Huddle Training / JFW Reviews using VYMO One or more of the below • Attend Trainings topics are discussed during • RM Engagement tracking the morning Huddle • Product & Tata AIA differentiators training • Lead Funnel Tracking • Product & Refresher Training with sales pitches • Discussion with ASMs for • If the lead conversion and Mock Calls Leads is low, I plan a JFW with the RM • U/W Guidelines – Limits and • Joint Field work with RMs Competitive Advantage • Product Mix tracking • Contests / Perks / EP Credits • FTR review / RnR / Fast Track Promotions etc. • RM Activation • Objection Handling • Persistency Back to Index 47 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

Touchpoints Support required for Email ID SPOC name Login related issues - TAB [email protected] Paul Khaja Sheikh/Jai Login related issues - Sellonline [email protected] Ravi Lead Mapping [email protected] Policy not reflecting in Insight [email protected] Back to Index 48 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.

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 Occupation / Habits / Qualification) in illustrations. pertaining to the customer. Do not forge / copy customer signatures Complete due-diligence before on form / customer request form / submission of application e.g. match declaration / NACH / NEFT, etc photo with KYC. Do not indulge in any kind of monetary Check Email ID / phone number, bank transactions / Compensations / Favors account and PAN number are correctly X with the customer 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 maturity details are correctly informed. customer / lip sync during Web-Video PSC. Use Secure Life App to demonstrate the policy returns/ benefits. Do not circulate any unauthorized / unapproved EDM in any Personal group Inform customers about eIA and how 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 promising bonus / discounts / loans / ID and age of customer below 60 yrs. wrong commitment related to the policy features or any other false promise. Do not provide any incorrect information X on 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 This is an internal training document created only for the sales employees of Tata AIA. This should be not used for solicitation.