Sales Training Content
Banks and Credit Unions
The Art and Practice of Sales and Service Leadership
Strong sales leadership is essential to building and sustaining
a sales and service mentality among staff. Today's managers must
make the transition from a traditional, operations-minded manager
to an entrepreneurial, sales and service-minded manager. This two-day
workshop insures that managers understand the new role they are
being asked to assume and are given the critical skills needed to
succeed. A key component of the workshop is a sales plan for the
next quarter completed by each participant. This plan outlines activities
they will complete to achieve their sales and service goals and
assist their direct reports in achieving their goals.
Topics include how to coach effectively; how to observe and critique
a sales interaction; how to motivate direct reports; how to create
sales goals; how to conduct effective sales and service meetings;
how to reinforce service; how to select the best people and more.
Target Audience: CEO, senior managers of lending,
trust, retail, mortgage, branch managers, new accounts and teller
supervisors. In summary, anyone who has staff reporting to them
and is expected to help their team increase loans, deposits, referrals
and customer calls.
Sales Skills for Bankers
To compete effectively, today's bank officers must not only be
proactive about attracting new customers, but also calling on existing
customers to retain their business and expand the relationship.
This requires a consultative approach and a high confidence level.
In addition to basic sales skills, this two-day workshop emphasizes
understanding customer and prospective customer needs, being organized
in your sales efforts and prepared for your sales call. A key component
of the workshop is a sales plan for the next quarter completed by
each participant. This plan outlines activities they will complete
to achieve their sales and service goals.
Topics include how to plan strategically for a sales call; how
to prospect for new and existing business; how to plan for a call
to achieve better results; how to more effectively ; make phone
appointments; how to listen and skillfully probe for needs; how
to present the benefits of your services; how to handle objections
and ask for the business; how to set up a prospect follow-up system.
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Target Audience: Any manager, officer or bank
employee who is expected to call on prospects and/or develop long-term
customer relationships principally through outside calling
Cross-Selling and Referral Skills
Just like their peers that make outside sales calls, inside customer
contact employees must be proactive in retaining your existing customers'
business and expanding the relationships as well. This requires
well-honed sales and communication skills. In this idea-packed workshop,
participants will learn skills to recognize cues that signal potential
customer needs and proactively offer additional services in a confident,
professional manner. Emphasis is on meeting customer needs, versus
"pushing product", and on building relationships leading to additional
business AND satisfied customers. If they are not in a position
to actually request the customer's business, this workshop teaches
how to make a referral.
Topics include probing for needs with open and closed-ended questions;
identifying cues and opportunities; offering benefits that get the
customer's interest; handling objections; asking for the business;
making a referral. An action plan is provided to help in transferring
skills to the work environment.
Target Audience: Tellers, new account representatives,
supervisors, consumer loan officers, branch managers and any staff
member who is expected to cross-sell services with a walk-in customer
or on a phone call.
Five Star Service
Each contact with a customer is a "moment of truth". ; Front line
staff must always be ready and willing to go the extra mile in order
to reinforce the customer relationship. In addition to providing
the skills to deliver exceptional service, this workshop is designed
to create acute awareness of how critical service is to an organization.
It also reinforces the importance of internal service and the key
role support staff play in providing internal service. There are
three main components:
- Overview of Five Star Service
- The Customer Service Chain or how internal service impacts
external service
- Steps to effectively handling the customer interaction.
Topics include why service is so important, the cost of poor service,
how to meet basic human needs (what customers want), how to professionally
acknowledge and greet people, how to handle difficult customers,
how to use the telephone professionally, how to serve their internal
customers and, how to maintain a positive attitude. An action plan
is provided to help in transferring skills to the work environment.
Target Audience: Tellers, new account representatives,
supervisors, consumer loan officers, branch managers, support personnel
and any staff member who is expected to exceed customer expectations,
internally or externally
Manage Your Book of Business(TM)
Manage Your Book of Business(TM) teaches sales professionals and
relationship managers how to protect your investment by reaching
out and "touching" your best customers, building loyalty and nurturing
profitable relationships in their assigned "book of business". This
workshop is unique from most sales training classes in that what's
learned does not lead to a telemarketing or sales push. The emphasis
is on more strategic activities (such as expressing appreciation
for customer's business) that build long term relationships and
lead to more business. ; .
Financial institutions everywhere want to retain their best customers
and expand those relationships. Expanded relationships means increased
revenue. Neglected relationships means lost customers and lost revenue.
This is especially important with those customers who do not visit
branches and use automated services. Key questions this course addresses
are: "How do you expand the relationship without making it appear
you are always trying to sell them something?" and "How do you make
customers feel appreciated rather than a commodity?"
Topics in this interactive, entertaining and idea-packed workshop
include:
- Your primary duties as a relationship manager
- Best practices to Manage Your Book of Business(TM)
- How to use profiling to get to know your customers better
- How to add value to the customer relationship with VIP service
and education
- How to conduct client review meetings
- How to make the initial introductory phone call with confidence
- How to build trust and engage your customers or members in conversation
- How to recommend a product or service
- How to set up an effective follow up system
- Pitfalls to avoid and more!
Target Audience: Personal bankers, new accounts
and commercial officers that have responsibility to retain and grow
customer relationships. Any professional expected to build relationships
with an assigned list of customers.
Prerequisite: Participants should be proficient
in basic sales and customer service skills. This includes the ability
to ask the right questions to determine customer needs and familiarity
with features and benefits.
Product Knowledge Train-The-Trainer
Direction includes multiple and consecutive one-day workshops
of actual product knowledge and application skills training, including
a "train-the-trainer" program to teach your designated
in-house trainers and selected supervisors how to train associates
in product knowledge and application skills. The objective is to
provide formal product knowledge training (using the Products and
Services Manual) to all associates to ensure that they have a working
knowledge of products and services, and know how to apply that knowledge
when working with customers.
Associates with good product knowledge are not only better able
to generate new business but are usually viewed as being more service
oriented when recognizing a customer's financial needs.
Target Audience: Your in-house trainers on employees with
excellent product knowledge and basic group facilitation skills.
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