For Financial Institutions - Program Outline

How many times have you let a customer walk away because they needed to think before buying when you thought they were a likely candidate for the product/service that you offered? Getting a referral or a customer question is one thing, but do you know the right questions to ask or when to ask them? Do you know how to handle their objections or how to close the sale without being pushy? It takes everyone for your bank to be successful. Every encounter that you have with a customer is equally important as the next.

Maximizing Sales Through Service is offered in two separate modules that build upon each other. Participants are encouraged to practice the skills taught in between attending modules. The building block approach aids in reinforcement and offers opportunity for participants to discuss what is working for them and what challenges they may still be experiencing.

All modules reinforce your bank’s business plan. In addition, teamwork and accountability is an underlying theme throughout the modules. Do you look forward to servicing customers or do you prefer to concentrate on the details of each transaction? Learn how you prefer to communicate with others, identify your strengths and uncover your challenges. You will have an opportunity to discuss how you can adapt your communication style to increase your effectiveness with others.

…I always have so much paperwork to do, I just didn’t seem to have time to sell. I understand now, that I don’t have time NOT to sell. Selling is comfortable to me using MBC’s suggestions, actually it just makes sense ...

Target Audience: Customer Service Representatives, Assistant Managers, Loan Officers and anyone else who sells in your bank.

What Will Be Covered:

Day 1

• Your Bank’s Business Strategy
• The Consultative Approach
• Foundation for Selling Skills
• Consultative Selling Do’s and Don’ts
• Reasons for Sales Training
• What Customers Want in a Salesperson
• First impressions: Make It Count!
• Appropriate Responses
• Listening Skills
• Open Probes
• Summary Statements
• Empathy Statements
• Features and Benefits
• Knowledge

Day 2

• Handling Objections
• Why Objections Are Important
• Common Objections
• Responding to Customer Objections
• Skill Practice
• Closing
• Buying Signals
• Closing Methods
• Practice Closing the Sale
• Dealing With Hesitant Customers
• Dealing With No
• Sales Problem Solving
• Following Up Techniques
• Referrals
• Maintain Contact

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