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AIA Premier Academy

Rev02 dated 01/10/2013


AIA confidential and proprietary information. Not for distribution.
Rev02 dated 01/10/2013
MY BASICS Sales Compliance Training
(Part 2)
AIA confidential and proprietary information. Not for distribution.
Rev02 dated 01/10/2013
AIA Premier Academy (APAc)
SEED Program
MY BASICS
IMPORTANT NOTICE
MY BASICS section is part of the 4 main modules in SEED program.
This is a facilitator-assisted program. Training using this participant guidebook
must only be conducted by facilitators certified by AIA Premier Academy.
The contents of this guidebook is meant to be used as individual reference during
and after the classroom training. It is not intended to be used as part of group
visual presentation aids. Where applicable, the contents shall not be the absolute
reference on any subject related herein.
Thank you.
AIA confidential and proprietary information. Not for distribution.
Rev02 dated 01/10/2013
AIA Premier Academy (APAc)
SEED Program
MY BASICS
Modules cover for MY BASIC
Sales Compliance Training Part 2
AIA Group Social Media Policy and Guidelines
AIA Group Business Quality
AIA confidential and proprietary information. Not for distribution.
AIA Group Social Media Policy and Guidelines
Sales Compliance
AIA confidential and proprietary information. Not for distribution.
Overview
Scope
General
Guidelines
Breach of
Policy
AIA Group Social Media Policy and Guidelines
AIA confidential and proprietary information. Not for distribution.
Overview
The Social Media Policy and Guidelines are intended to help
agency leaders and agents who need guidance on how to use
social media to market the AIA brand.
And on the basic principles they should follow when using social
media in a professional capacity, or in a personal capacity where it
may affect agents performance or AIAs business interests.
AIA confidential and proprietary information. Not for distribution.
Scope
The Social Media Policy and Guidelines should be read
together with the Market Conduct Guidelines which
generally outlines AIA Groups expectations of ethical
behavior. The principles established in the Market
Conduct Guidelines also apply in the social media
context , where the speed of information flow is
dramatically increased
AIA confidential and proprietary information. Not for distribution.
You are acting in a professional capacity as an agent when
You identify yourself as working for or having an affiliation with AIA; or
Your role or responsibility as an agent of AIA is to promote and/or
protect the AIA brand
You are participating in any AIA-sponsored digital platform; or
You are soliciting business opportunities as a representative of AIA
AIA confidential and proprietary information. Not for distribution.
Participation in social media outside your professional capacity
where your conduct reflect on AIA
PlatformType Platform Example
Communication Blogs : Blogger, Typepad, WordPress,
Microblogging : Foursquare, Twitter,
Weibo
Events : The Hotlist, Meetup.com,
Upcoming
Collaboration/authority building
Wikis: Wikipedia, Wikispaces
Social bookmarking
Social news : YouTube, digg,
Deli.icio.us
Document managing and Editing Tools
Collaboration : Central desktop,
SharePoint.
AIA confidential and proprietary information. Not for distribution.
Platform Type Platform Example
Collaboration /authority building * Wikis : Wikipedia, Wikispaces
Social bookmarking ( or social tagging)
CiteULike, Delicious, Digg, Google Reader, StumbleUpon.
Social news: You Tube, digg, Deli.icio.us
Document Managing and Editing Tools: Google Docs,
Docs.com, Dropbox.com
Content Communities Photography and art sharing: Flickr, Picasa, Instagram
Video sharing: YouTube, Youku, Dailymotion, metacafe
Livecasting : Livestream, Skype
Music and audio sharing: Last.fm, MySpace Music,
SoundCloud
Presentation sharing : scribed , SlideShare
Forums and discussion boards: Yahoo! Groups or Google
Groups
Participation in social media outside your professional capacity
where your conduct reflect on AIA
AIA confidential and proprietary information. Not for distribution.
Platform Type Platform Example
Reviews and Opinions Product Reviews: ConsumerSearch,
epinions.com
Business reviews : Customer Lobby,
Yelp.Inc.
Community Q & A : Askville, Ehow, Yahoo!
Answers
Note: This Policy also applies to any comments AIA agents may make or leave on other social media pages, edits
to wikis, responses to tweets, postings on message boards/forums, opinions on online polls or any
product/services AIA might create
Participation in social media outside your professional capacity
where your conduct reflect on AIA
AIA confidential and proprietary information. Not for distribution.
General Guidelines
As an AIA agent, you should be the ambassador of the AIAs values and follow the
AIA Market Conduct Guidelines and other applicable policies.
The AIA Brand belongs to AIA: All trademarks, service marks, trade names, logos
and icons are owned by AIA. You cannot use any of these without AIAs written
permission.
Protect and enhance the value of AIAs brand: As an AIA agent, you should act as
a brand ambassador of AIA.
Promote our products and services, systems and your fellow colleagues, always
remain factual, ensure that your statements are accurate, and provide informed and
well-supported opinions.
AIA confidential and proprietary information. Not for distribution.
General Guidelines
Ask. You should not initiate or maintain a social media pressure (including
personal blog, social network discussion group), or other internet site that
discusses or relates to AIA, our business, or the insurance industry in
general, without first asking for permission from your Chief Agency Officer
or his/her delegate.
Use common sense: Think before posting. Use your best judgment to
anticipate howpeople may react to what you say.
Maintain confidentiality. Do not post any confidential or proprietary
information relating to AIA, policyholders or partners. This also includes
personal information about your colleagues and individuals associated
with the products and services we are delivering to our policyholders or
partners.
Comply with applicable laws and legal and ethical regulations at all times
AIA confidential and proprietary information. Not for distribution.
General Guidelines
Intellectual property. Respect third party intellectual property rights.
Reference or site sources appropriately, and do not publish images from
any third party without their prior written consent.
Protection of our policyholders privacy. Personal identifiable information
should always be protected and treated in accordance with AIA Group
Data Privacy Compliance policy and guidelines, relevant AIA Group IT
Policies and applicable laws and regulations.
Only authorized AIA spokespeople or agencies should manage and
respond to negative postings:
Pass the post(s) to your Chief Agency Officer or his /her delegate who are
specifically trained by AIA to address comments
AIA confidential and proprietary information. Not for distribution.
General Guidelines
Be transparent and make necessary disclosures: When
publishing content relevant to AIA in your professional
capacity or personal capacity, please disclosure your
association with AIA with the following disclaimer:
I am an agent of AIA. The statements or opinions expressed on this site are my own
and do not necessarily represent those of AIA
Be Truthful, Accurate, Respectful. Treat others like you would
like to be treated. Do not harass, intimidate or use offensive
language on any social media site. Always back up your
statements with references, and always be careful when
discussing topics that may be inflammatory.
AIA confidential and proprietary information. Not for distribution.
General Guidelines
AIA reserves the right to monitor all social media platforms
with content relevant to AIA, its agents and partners, and may
ask you to remove or make corrections to posts associated
with AIA. Where appropriate, disciplinary action may be
taken.
If its personal, use your own e-mail not your AIA e-mail.
Be very cautious of the web sites you use and the public
distribution of your AIA e-mail address (even when used as a
login) so as to avoid spam or targeted phishing attacks.
These events could cause problems for AIAs network.
AIA confidential and proprietary information. Not for distribution.
General Guidelines
Do not assume or fake the identity of someone else:
Do not use the identity of a colleague , an agent, an employee of
an AIA business partner or competitor as a user profile,
username or page name. This also applies to setting up named
accounts/pages containing anything relating to the AIA brand (i.e
name squatting).
You should not set up social media pages or profiles associated
with any of the above without the companys permission. AIA
reserves the right to ask you to remove such accounts or transfer
ownership of these.
AIA confidential and proprietary information. Not for distribution.
General Guidelines
Do not solicit for business opportunities on AIAs official social
media platforms
Do not post on competitors or partners social media
platforms. This applies to competitors in the insurance
industry, the financial industry in general, as well as sites
associated with our partners or advisors.
Should a journalist or analyst try to discuss AIA with you
through social media, please follow the relevant Corporate
Communications guidelines or direct them to your local
Corporate Communications team.
AIA confidential and proprietary information. Not for distribution.
Ongoing knowledge and training:
Complete any company approved training to update your
knowledge on emerging social trends and evolving best
practice in social media, when requested to do
* When in doubt, do not post. Ask your Chief Agency Officer or
his/her delegate first if you are not sure about responding to a
comment or uploading a posting.
General Guidelines
AIA confidential and proprietary information. Not for distribution.
Be conscious when mixing your business and personal lives.
When you are online, your personal and business personas
are likely to intersect. Remember that you should not disclose
any non-public information of AIA (including confidential
information), and be aware that taking public positions online
that are opposed to AIAs interests might cause conflict.
If you intend to use social media to grow your business, you
must maintain a professional standard at all times and ensure
your photos etc are of such a nature as not to compromise
your professionalismor AIAs reputation or interests.
Website Link : When you have an official authorized social
media presence to promote your business activities, please
include a link to the appropriate official local business
corporate website.
General Guidelines
AIA confidential and proprietary information. Not for distribution.
If you intend to use social media to grow your business, you
must maintain a professional standard at all times and ensure
your photos etc are of such a nature as not to compromise your
professionalismor AIAs reputation or interests.
Website Link : When you have an official authorized social
media presence to promote your business activities, please
include a link to the appropriate official local business corporate
website.
General Guidelines
AIA confidential and proprietary information. Not for distribution.
Third Parties/Competitors :
Do not include references to other insurance/ financial
services companies, their products or services, and do
not include any product comparisons. You should not
include links or provide references to other third
parties (related or otherwise), or to their products or
services.
Contact details: You should provide your contact
details including your name and email address.
General Guidelines
AIA confidential and proprietary information. Not for distribution.
Breach of Policy
Should you have any concerns about the breach of
this Policy, please contact the Marketing and Agency
Administration department.
Any breaches of this policy could lead to disciplinary
action including dismissal.
AIA confidential and proprietary information. Not for distribution.
AIA Group Business Quality
Be the Best I Can be Premier Agency
Sales Compliance
AIA confidential and proprietary information. Not for distribution.
I want to be the best agent.
But, how?
What are the benefits for me if I
focus on quality of business?
Business Quality
25
AIA confidential and proprietary information. Not for distribution.
92
91
97
82
95
95
93
74
78
86
52
77
83
68
0
20
40
60
80
100
Regional* ID KR MY SG TH VN
Agent Promoters Agent Detractors
% of existing policies kept until maturity
Sustainability of existing policies
92%
74%
91%
78%
97%
86%
82%
52%
95%
77%
95%
83%
93%
68%
Benefits of producing good quality business
Source : Based on AIA CET 2011 (Customer Deep Dive Research) findings
26
AIA confidential and proprietary information. Not for distribution.
67
51
54
65
72
78
85
28
20
9
34
24
36
44
0
20
40
60
80
100
Regional* ID KR MY SG TH VN
Agent Promoters Agent Detractors
67%
28%
51%
20%
54%
9%
65%
34%
72%
24%
36%
78%
85%
44%
Benefits of producing good quality business
% of existing customers who are likely to buy
additional AIA products
Cross/Up-Sell Potential
Source : Based on AIA CET 2011 (Customer Deep Dive Research) findings
27
AIA confidential and proprietary information. Not for distribution.
Bethe Right Premier Agent
Dothe Right Thing
Act in the Right Way
How to produce good quality business?
28
AIA confidential and proprietary information. Not for distribution.
Be the Right Premier Agent
How to produce good quality business?
29
AIA confidential and proprietary information. Not for distribution.
Bethe Right Premier Agent
David has joined BBB company as an
insurance agent for one week. He is
licensed with Life insurance but does not
have investment linked licence
I will be the top
agent in BBB.
I need to be ahead of my
peers. I want to be the first
agent to submit business
among my new agents
group
30
AIA confidential and proprietary information. Not for distribution.
Bethe Right Premier Agent
Hi Lisa, this is David. I
just joined BBB company
and I would like to
introduce our service to
you.
Let me call my
prospects now and
book meetings.
31
AIA confidential and proprietary information. Not for distribution.
Bethe Right Premier Agent
I am free this
Wednesday, can we
meet up?
Hi David, it is great to hear
that you joined BBB
company. I am happy to
meet you to know more
about your company and
service.
32
Let me check my
schedule first.
Hi Lisa, thats
great. I am
available this
Wednesday too,
lets meet up for
lunch.
AIA confidential and proprietary information. Not for distribution.
Bethe Right Premier Agent
Thats correct. You do not
need to worry about the
return. BBB always produces
good return on its products.
This policy looks like it is
producing good return.
Hi Lisa, this Sales Illustration shows the
amount and the return you will get
from this policy for different ages.
33
Wednesday, David met Lisa
Investment linked
AIA confidential and proprietary information. Not for distribution.
Bethe Right Premier Agent
Hi Lisa, as my investment linked licence
has not been ready yet, would you mind
I ask my supervisor to sign this
application for you?
Hi David, it looks great. I
want to buy this
investment linked product.
Thats fine
34
AIA confidential and proprietary information. Not for distribution.
Bethe Right Premier Agent
35
AIA confidential and proprietary information. Not for distribution.
Be
professional
Knowledgeable
Provide
right advice
Good
service attitude
Bethe Right Premier Agent
36
AIA confidential and proprietary information. Not for distribution.
with applicable licence(s)
Obtain the updated product information, understand the regulatory
developments and up skill your communication and selling techniques
by attending ongoing refresher trainings.
How to be
professional?
Knowledgeable
Bethe Right Premier Agent
37
AIA confidential and proprietary information. Not for distribution.
Provide appropriate advice and solution to customers based on their
needs and situations.
To ensure the product features meet your customers needs.
How to be
professional?
Provide
right advice
Bethe Right Premier Agent
38
AIA confidential and proprietary information. Not for distribution.
Listen carefully to understand your customers needs and concerns
Explain your advice clearly to ensure the customer fully understands
Always keep in touch with your customers and understand if there is
any change to their needs and situations
How to be
professional?
Good
service attitude
Bethe Right Premier Agent
39
AIA confidential and proprietary information. Not for distribution.
How to produce good quality business?
Do the Right Thing
40
AIA confidential and proprietary information. Not for distribution.
Amy is an insurance agent of BBB
company.
Hi Shirley, have you received the
login ID and password in relation
to your investment linked policy
from our company?
Dothe Right Thing
41
Hi Amy, thank you.
Yes, I have received
the login ID and
password.
Thats great. So,
you can login to
our BBB website
to switch your
funds in your
policy if you
need to.
Actually, I am not good at
internet. Can I pass my
login ID and password to
you and let you to help me
to handle it ? If I need to
switch my funds, then I
will call you.
AIA confidential and proprietary information. Not for distribution.
Dothe Right Thing
42
No problem. I will keep your login ID and
password. If you need to switch any
funds, please give me a call and I will
help you to handle it in the website
Thank you.
AIA confidential and proprietary information. Not for distribution.
Dothe Right Thing
43
AIA confidential and proprietary information. Not for distribution.
Keep Your Integrity
Ethical
business
conduct
Speak
Up
Be a
role model
Dothe Right Thing
44
AIA confidential and proprietary information. Not for distribution.
Dothe Right Thing
Never advise policy replacement
Advise and sell products based on customers needs instead of your own
benefit.
Never give any misleading information to obtain business.
Keep your integrity
Ethical
Business
Conduct
at all times
45
AIA confidential and proprietary information. Not for distribution.
Be bold to escalate any malpractice or misconduct observed to
management or compliance team
Encourage others to produce business ethically
Keep your integrity
Speak
up about issues and
encourage others
Dothe Right Thing
46
AIA confidential and proprietary information. Not for distribution.
Build a good reputation by conducting business ethically
Stay firm on right behavior even if you face challenges
Keep your integrity
Be a
role model for
the industry
Dothe Right Thing
47
AIA confidential and proprietary information. Not for distribution.
How to produce good quality business?
Act in the Right Way
48
AIA confidential and proprietary information. Not for distribution.
Paul is BBB companys agent. He is a good
friend of Mr Aus family. A month ago, Mr
Au bought BBB policy through Paul in Mr
Aus own name with the beneficiary as Mr
Aus father.
Act in the Right Way
One month later, when Paul was partying
with friends, he received a call fromMrs Au.
49
AIA confidential and proprietary information. Not for distribution.
Act in the Right Way
Hi Paul, this is
Mrs Au.
Hi Mrs Au. How
are you?
I am good, thank you.
Paul, I need to give all my
insurance policy information
and Mr Aus policy
information to our bank for
mortgage purpose. Can you
tell me the updated policy
information of Mr Aus policy
now?
No problem, give
me a second, let me
check it through my
ipad immediately
50
I can tell you Mr
Aus policy
information now.
AIA confidential and proprietary information. Not for distribution.
Dothe Right Things
51
AIA confidential and proprietary information. Not for distribution.
Be
Trustworthy
Keep your
promise
Interested in
Customers needs
Keep
confidentiality
Act in the Right Way
52
AIA confidential and proprietary information. Not for distribution.
Only provide the factual and accurate information to your customers.
Fulfill your promise within the agreed timeline.
Communicate with the customer in advance if it is foreseen that the
agreed timeline cannot be achieved.
Be
Trustworthy
Keep your
promise
Act in the Right Way
53
AIA confidential and proprietary information. Not for distribution.
Fully understand the needs and concerns of your customer before
providing any advice or solutions
Your advice and solutions provided should fully consider the needs of
your customers
Be
Trustworthy
Be interested
in the needs of
your customer
Act in the Right Way
54
AIA confidential and proprietary information. Not for distribution.
Your customers information should always be treated confidentially.
Never pass or disclose customers information to any other 3
rd
party
without the agreement/approval from the customer.
Documents with customer information (filled application form,
medical report etc.) should not be kept unsecured, uncovered or left in
public area (e.g. coffee shop).
Be
Trustworthy
Client
confidentiality
and
data security
Act in the Right Way
55
AIA confidential and proprietary information. Not for distribution.
As a right AIA premier agent, you should be familiar with and always comply with the
AIA policies and guidelines.
AIA Policies and Guidelines
Market Conduct Guideline
Agent Code of Conduct
AIA Group Social Media Policy and Guidelines for Agency
AIA Group Anti Fraud Policy and Guidelines
AIA Group Anti-Money Laundering and Counter Terrorist Financing Programme Policy and
Guidelines
Economic Sanctions Compliance Policy and Guidelines
AIA Group Anti-Corruption Policy and Guidelines
AIA Group Data Privacy Policy and Guidelines
56
AIA confidential and proprietary information. Not for distribution.
Dos and Donts
Dos
Donts
Solicitation Presentation Application Policy Delivery After Sales
Promptly deliver the
policy
Ensure customer provide
accurate contact information
Do not ask customer to
sign any blank form
Witness the signature by
customers on application
Explain the product
features and
assumptions in Sales
Illustration clearly
Do not produce your
own marketing material
Submit the collected
premium and application
form timely to AIA
Do not sign as agent if you
are not the selling agent
Make sure you have
the relevant license
before selling
Do not alter your
customers
information without
their authorisation
Manage and issue the
premium receipt properly
Do not receive 3
rd
party
payment and do not pay
premium for your
customers policies
Never advise your
customers to replace the
existing policies
Stay in touch with
customers and
respond to
customers requests
promptly
57
AIA confidential and proprietary information. Not for distribution.
Good Business Quality
58

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