Program Description:
Succeeding as a personal banker in today’s retail environment means much more than just having technical expertise to answer questions and open accounts. It means learning to maximize your time with customers, finding ways to exceed their service expectations and fulfill their banking or investment needs. It also means understanding how this role contributes to your bank’s success.
This 2-day workshop focuses on helping participants assess, identify and learn ways to improve their personal service and sales skills.
This seminar covers:
- Understanding Your Service & Sales Role – Using a Customer Focus
- Blending service with sales
- Projecting a professional image & delivering exceptional service
- Learning to follow customer cues – how customer needs and expectations vary
- Choosing an Appropriate Sales Strategy
- Moving from order-taking to consultative selling – The Sales Continuum
- Building rapport & credibility
- Spotting opportunities – Asking better questions & creating dialogue
- Effectively Presenting Products & Services
- Using “benefits” for added impact
- Identifying cross-selling opportunities
- Gaining customer commitment to a “next step”
- Handling Difficult Customer Situations
- Turning problems into opportunities
- Knowing how and when to say “no”
- Partnering with Other Bank Employees
- Working with tellers to create referrals
- Referring customer business to other areas within your bank
Plus frequent question and answer sessions throughout this presentation.
Who Should Attend:
Designed for anyone in retail banking who works in a customer-counseling role: personal bankers, custormer service/new account representatives, financial service representatives, and other equivalent positions.
Presenter:
Al Herrman, of Al Herrman Training & Management Consulting, is an accomplished trainer, coach and consultant with over 28 years of experience in training/education, and over 23 years experience in managing people and assisting others in developing more effective management/supervicory skills. He brings a practical, energetic, results-oriented approach to the design and delivery of his workshops.
Download a Seminar Flyer
|
