BC BUSINESS PLAN 2009

Version 2.1

DOTAN BARTFELD
District Sales Manager
MAIN 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 (9:00am 5:00pm)

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, SEM orientations, 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

*** MAKING SURE TARGETS ARE MET EACH AND EVERY MONTH*** 2

JAMIE CHRISTENSEN
District Sales Manager
MAIN 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 (9:00am 8:00pm)

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 Trainer classes, Superior Energy new agent orientations, ongoing early morning training classes. Organizing and Running RECOGNITION FRIDAYS Daily, Weekly, and Monthly reports Office upkeep

INTRODUCTION TO THE TEAM

Corey Aiken: Business Development Manager
Active Since: Strengths: Weakness: April 2008 Hiring, training, accountability and leadership Production and overall team production
BC 1

Haven Lurbiecki: Team Leader

Active Since: Strengths: Weakness: May 2008 Production, enthusiasm, energy, dependability Professionalism, hiring and retention

Daynon FitzPatrick: Energy Advisor

Active Since: Strengths: Weakness: Nov 2008 Production, energy, quick learner Reliability, professionalism, maturity

Ryan Riopel: Energy Advisor

Active Since: Strengths: Weakness: Nov 2008 Production, dependability, enthusiasm to learn, motivation Leadership RYAN RIOPEL COREY AIKEN HAVEN LURBIECKI
DAYNON FITZPATRICK

INTRODUCTION TO THE TEAM

Jackie Luong: Team Leader
Active Since: Strengths: Weakness: April 2008 Leadership, office support, organization, Business writing, accountability

Jeff Soucie: Team Leader

Active Since: Strengths: Weakness: April 2008 Strong writer, attitude, motivated Leadership, accountability, responsibility, organization, punctuality

BC 2

Dexter Fergie: Trainer

Active Since: Strengths: Weakness: April 2008 Positive attitude everyday, high energy, motivated, talented writer, top producer Maturity level, professionalism, punctuality

Rocelyn Catris: Energy Advisor

Active Since: Strengths: Weakness: October 2008 Attitude, punctual, motivated, strong writer, energetic, enthusiastic, money motivated Conversion rate, in town numbers

Erica Smith: Energy Advisor

Active Since: Strengths: Weakness: November 2008 Punctual, motivated, high writer, enthusiastic Maturity, professionalism, hot/cold attitude depending on circumstance

DEXTER FERGIE

JACKIE LUONG

JEFF SOUCIE

ERICA SMITH

ROCELYN CATRIS

CHRIS BURROWS

Chris Burrows: Energy Advisor

Active Since: Strengths: Weakness: November 2008 Motivation, Fast learner Trying to move up to fast

PAUL RILEY
Operations Manager
WORK HOURS: Mon Fri (8:00am 4:00pm)

In charge of payroll Investigating rejects and customer cancellations

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

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

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 9

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, Road Trips, Office and Van Etiquette, Expectations

NEW APPROACH
- With volatile market conditions and a province that has been penetrated quite a great deal 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 companies and agents. MAIN FOCUS ON: - Energy Consultant: NOT gas marketer SCRIPT: - Major emphasis on being sent out to verify that the price protection that customer already applied for has been processed correctly and is now properly appearing on the customers Terasen gas bill - A strong close with great detail on distinction between Terasen (Distribution utility) 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 MET

RECRUITING
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 MET

RECRUITING 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 MET

Buisness Quality
CONVERSION RATIO: Focus: - Conversion of 55% acceptance ratio How: - Training emphasis on a more detailed close, that explains the true benefits of the program and the workings behind it - Training focus on minimizing number of soft closes - Better script, and an overall more confident, professional presentation and objection 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, Make sure that a Terasen bill is always attained, correct premise and acct info etc..)
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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 PUT FORTH BY THE LEADERS EVERY WEEK - THIS INCENTIVE POOL WILL BE USED FOR DAILY,WEEKLY, AND MONTLY COMPETITIONS - INCENTIVE POOL SHOULD COMPRISE OF A MINIMUM OF 1000$/WEEK IN CASH 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 TO MEET BONUS INCENTIVE REQUIREMENTS)

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INCENTIVES, BONUSES, AND COMPETITIONS

ONGOING 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 THE OPTION OF WORKING THE FOLLOWING SATURDAY - Spinning Wheel: Will have bonus incentives; depending on daily competitions, some16 people will get to spin the wheel the following day

OFFICE SCHEDULE AND CULTURE

SCHEDULE
DSMS: BDMS: TEAM LEADERS: TRAINERS: AGENTS: Arrive at 9:00am Mon Friday Arrive at 10:00am Mon Friday (10:00 Sat/ Finish 7:30 8:00) Arrive at 10:00am Mon Friday (10:00 Sat/ Finish 7:30 8:00) Arrive at 10:00am Mon Friday (10:00 Sat/ Finish 7:30 8:00)) Arrive at 11:00am Mon Friday (10:00 Sat/ Finish 7:30 8:00)

CLASSES
TRAINING CLASS # 1 TRAINING CLASS #2 SEM ORIENTATION BCUC CLASS TRAIN THE TRAINER Twice a week (10:00am 11:00am) Twice a week (10:00am 11:00am) Every Friday (10:00am 11:00am) Every Thurs (10:00am 11:00am) 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 CULTURE

MORNING MEETINGS
- 11:15 --11:30 : - 11:30 12:00: Agents practicing presentations in front of class (Trainers supporting them) 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***

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