Business Development Skills

This online seminar teaches those charged with business development responsibilities the primary skills, thought processes and behaviors necessary to expand relationships and to excel at client acquisition.

Are You Determined to Lead an Exceptional Branch?

This real-world webinar looks at what an exceptional branch looks like and how to obtain that coveted status. The agenda includes what gets in the way of realizing your goals and ideas on what you can do about it.

Nailing Your Job of Head Teller

Frontline positions are, without question, one of the most critical jobs at any financial institution. Frontline staff has the best opportunity to reflect the bank’s values and ambitions for customer service. It’s essential that your frontline staff has a well-trained leader that has the capacity and takes responsibility for developing a dynamic team.

Frontline Fundamentals (Virtual)

Let’s get back to basics and re-discover the fundamentals we all need to know on the frontline while working directly with members.

When to Coach? When to Supervise?

This webinar will encourage you to be prepared to be effective both as a coach and as a supervisor. How are they different? How are they alike?

techniques for evaluating customer service

Evaluating Your Customer Service

Evaluating your customer service is crucial in today’s competitive landscape. Even if it scares you, feedback is important. Celebrate the positive feedback and learn from the disappointments and issues customers have. Remember: you can’t change anything you didn’t know about.

Happy Thanksgiving

Pick Up the Pace for Cross-Selling

Thanksgiving is the perfect time of the year to pick up the pace for cross-selling. Everyone is busy, has gift giving on their mind and appreciates someone that shows interest in them. Sometimes we avoid cross selling because we just don’t know what to say. Try some of these scripting ideas: Mrs. Reed, any special plans …

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Cross-Selling at the Branch

Are you aware that it costs five times more to acquire a new customer than it does to sell an additional product or service to an existing customer? Cross-selling is an ideal way to expand a customer’s relationship with your institution.  Everyone in your company could be cross-selling.  Branch managers, retail staff, and contact center …

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Building Success at the Branch – Part 1

Building a highly successful branch requires serious thought, research, questions, answers, and decisions to shape and lay out your strategy.  No doubt the struggle for success is execution.  Ideas are everywhere, strategies are abundant, but the lack of execution is what stalls building a high performing branch.  You have homework, you must do the dig.  So here …

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Customer Objections and Cross-Selling

Prepare for customer objections When timing is good always find out what the customer objections, concerns or reservations are when you suggest a product or service. Gentle probing will help you and your company in several ways: When you know why the customer won’t buy you can share more information or clarify facts. When customer’s …

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Cross-Selling Know How! What to Say?

Spot Opportunities, Start Conversations Cross-selling opportunities are abundant at the branch. Be on the lookout and listen for cues the customer shares and respond with prompting questions and/or benefit statements. Always express congratulations to good news, compassion or regret to tough news.  Remember to assure your customer that you are willing and able to help. Cross-selling …

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