Setting the Stage
You must always set the stage for cross-selling with excellent service and a positive image. Start your day off with cleaning up your window, stocking it with supplies and marketing material. Include brochures, business cards and if you have a special offer create a tent card for your window by tastefully mounting a screen shot or newspaper ad for display. Clear picture frames make excellent props for displaying brochures or advertising. Focal points generate conversation so you will want to support any effort the company has put forth in statement stuffers, signage and advertising.
There is an old adage that goes like this: People don’t care how much you know until they know how much you care. How you convey that you care begins with a smile.
- Appear friendly and approachable
- Offer your name, look them in the eye
- Use their name
- Whenever it’s appropriate start and end on a handshake
- Pay them a sincere compliment
- Get to know them as a person
- Engage them with questions that express care and interest
- How’s your week going?
- Tell me about your family.
- Tell me about your work.
- What’s new with you?
- Have any big plans for this time of the year?
- Sometimes they have someone with them, ask about the other person, this could be an entrée to more conversation
- Who is this you have with you today?
- Always inquire how satisfied the customer is with your company.
- Before today when was the last time you visited the branch? How did we do?
More to come on exceeding expectations of you by the company and what you need to do to exceed what the customer expects from their financial institution.