-MBC- Michigan Business Consultants Training & Development, Inc.

Being a teller is more than providing quality customer service and balancing at the end of the day. Cross-selling your bank’s many services is a major part of a teller’s responsibilities. Find out how you can improve your referral and cross-selling skills with the teller in mind. Listening skills and questioning skills will be discussed along with how to identify customer needs and making referrals.

What will be covered:

• First Impressions: Make it Count
• Listen Effectively
• Ask the Right Questions: Probe for Results
• Provide for Needs of Customer: Features and Benefits
• Telephone Tips
• Handling Resistance
• Making the Referral

…I wasn’t hired to be a salesperson and I really hated all of the incentive programs and the push to make us tellers salespeople. After attending this training I look at it differently. MBC showed us how cross-selling is really providing great service. My customers are actually happy when I suggest something. Selling isn’t so bad when you approach this way…

Target Audience: Bank Tellers

This presentation can be customized to fit the time frame for your event in keynote, breakout, half-day, or full-day format. We can also complement this topic with elements from other programs based on your overall event objectives.

Consider these complementary topics:

• Championship Teamwork: Everyone Makes A Difference
• Difficult People: Making Relationships Work
• Telephone Skill
• LOP: Learning Our Products
• Quality Customer Service…Really!