Serve Well, Sell Right at the Branch Webinar

Elevating sales and service results at the branch

While there are many critical responsibilities of any client contact employee, none will be more important than these two: Process accurate transactions efficiently and look for ways to expand the relationship. Every client encounter presents opportunities to engage the customer. Customer engagement opens the door to uncover a need not being met. Alert, attentive frontline staff can spot and act on introducing a new product or making a referral to a specialist.

However, if the employee doesn’t know how to converse with the customer or feels unprepared for questions about product and service benefits, the conversation most likely will never happen. Add to that the employees’ perception that customers don’t have the time and may buy in to the false belief that if the customer needed something they would ask. Research proves time and again that customers are interested in ways the bank can help them with their financial needs.

The keys to successful referrals and cross-sells are preparation and curiosity. Preparation involves knowledge of the institution’s offerings and best matches of products and services to meet customer needs. Curiosity about the customer leads to engagement that can provide discovery of a life event, need or problem that an attentive call center agent or branch staff person can offer a solution or a referral that results in a satisfying match.

What You Will Learn

  • Changing our Mind-Set
  • Preparation: What Does it Entail?
  • Product and Service Customer Targets
  • Building Product Matching Guides
  • Using Curiosity to Build Relationships
  • Curiosity-seeking Questions
  • After the Referral: Multiplying Referrals

Who Should Attend?

Tellers, Frontline Staff and Call Center Agents would benefit from this webinar. Supervisors and Managers responsible for increasing referrals should attend as well as Trainers charged with increasing the knowledge and skill-sets of tellers, frontline staff and call center representatives.

Continuing Education (CE) Credits

This webinar is recommended for 2.5 CE Credit Hours. Each attendee will receive a Certificate of Attendance for self-reporting of CE Credits.

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Related Topics

Instructor

Janice Branch
Janice Branch

Janice Branch has been a senior training consultant for InterAction Training for over twenty-five years. She is a very seasoned presenter that has all the right stuff to wow her participants about the... read more.

Course TitleCreditsStart DateStart TimeDelivery TypeDelivery OptionInstructor / LocationPrice
Serve Well, Sell Right at the Branch0.25 Any AnyWebinarSix Month On-Demand Recording Janice Branch$295.00 Register Now
Serve Well, Sell Right at the Branch0.25 Any AnyWebinarCD-ROM Video Recording Janice Branch$345.00 Register Now
Delivery Options

LIVE WEBINAR:
INCLUDES 7 DAYS OF ONDEMAND PLAYBACK! With this option, you will participate in the webinar (via the internet) as it is being presented. You will login to the webinar on your PC to view the PowerPoint presentation, and you have the option of using your PC speakers or a telephone for the audio. You can type and send your questions to the instructor. Many companies are now running their PC through an LCD projector allowing many employees to participate at the same time. And don’t worry if you miss the webinar, you can still view it for up to seven days after it takes place!

SIX MONTH ONDEMAND VIDEO:
With this option, you will receive an e-mail that contains a link to the PowerPoint slides (to download, print, and copy) as well as a link to the media player where you will view and hear the entire webinar just as it was delivered, featuring the full-color PowerPoint presentation with audio. You can pause, fast-forward and rewind as needed, which makes it an effective training tool. The weblink will be available to you (and anyone else in the company) for up to six months and can be accessed 24/7 as many times as you wish. Delivered via e-mail the day after the webinar takes place.

CD-ROM VIDEO:
If you do not have internet access or want to make the webinar part of your training library, the CD-ROM Recording is a great option for viewing a webinar. You can pause, fast-forward and rewind as needed, which makes it an effective training tool. With this option, you will receive a download of the PowerPoint slides and a CD-ROM Recording (featuring PowerPoint presentation with audio) of the webinar via regular mail. Mailed 7 to 10 days after the webinar takes place.

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