The Sales Mastery Program for Retail Banking Staff

The Sales Mastery Program for Retail Banking Staff is closely aligned with the Sales Mastery Program for Lenders etc. in that it is designed to assist branch personnel to better:

Differentiate themselves and their bank in a highly competitive industry such as banking
Sell a true banking “relationship” as opposed to a bank “product”
Win business based upon providing the “best overall package of value” as opposed to competing based upon simply rates and fees

On-line Assessment

Prior to the start of the program, all participants in the program take an on-line confidential assessment related to their behavioral and communication style. The summary report generated from the assessment will be used throughout the certification program.

Focus – Upgrading Communication Skills:

Module One: Developing Adaptive Communication Capabilities (One-Day)

Through the class, participants learn the four primary styles in which customers (and co-workers) communicate. Armed with this information, retail staff becomes better able to adapt their communication style to more closely match the style of their customer, which builds trust and rapport. In addition, retail staff becomes better equipped to convey all aspects of the value customers receive by doing business with your bank. Selling value is key to expanding banking relationships and it is through our ability to communicate that this happens.

Module Two: Preparation and Personal Management (One-Day)

This module is designed to lay a solid foundation that will build effective business relationships with existing customers, business contacts and community members that will drive deposits into the bank

Customers want to do business with people that they like and trust. Therefore, the foundation of sales and service excellence is comprised of building a tool kit to convey a professional image. This improved new image includes learning how to develop a positive attitude and self-confidence, develop the required knowledge base and cultivate intent.

Module Three: Identification of needs (Half-Day)

This module will develop skills and techniques for identifying the customers’ needs through numerous in-branch service interactions.

Understanding the customer’s true needs, wants and motivations is critical to building and maintaining a positive relationship. These needs and motives are identified through an on-going process of active listening and effective questioning. Branch staffs have many opportunities in which to identify and uncover needs.

Module Four: Presentation of solutions and value statements (Half-Day)

This module provides participants with tools and techniques to present solutions in a manner that communicates the full value of the solution and motivates the customer to take action.

You differentiate yourself by communicating value that is meaningful to a customer. Once you have clearly identified the true needs of the customer you can craft your presentation of the solution in a way that specifically meets those needs.

Module Five: Management of the opportunity (Half-Day)

Overcoming Objections

This module will provide participants with skills and tools to feel confident managing most sales opportunities most importantly, how to “ask for the business.”

Once the customer’s needs have been identified and features and benefits presented, it is time to close the sale. Asking for the business, identifying objections and overcoming those objections properly are key to successfully building deposits.

Call us for more information at (858) 720-9202, or email Ray Adler at ray@btitraining.com.