Banks and Credit Unions

How are you currently setting your financial institution apart? The reality is: most financial institutions are taking the same actions and not setting themselves apart at all. TV or radio ads with employees talking about relationships and community, are using the same language and approach as everyone else. Commercials talking about your ATM network, your new name, new office, or "most convenient on-line banking", may give you a very small amount of name recognition but does absolutely nothing to set you apart. Why? Because most, if not all, of your competitors have an ATM network and on-line banking and although yours might be better, the consumers you're after are too busy to investigate or stop by to find out how they are better. With regard to a new name, people don't care because they do not connect a direct benefit to themselves. A new office may benefit a few people from a convenience standpoint, but most it does not. What will set you apart and substantially increase business? Relationships and the quality of customer/member interactions and overall experience. These two factors FAR exceed ALL other factors combined and yet, these are the areas in which most financial institutions are making the same common mistakes over and over again and are negatively impacting loyalty and future business. The good news is: with just a little bit of focus and development in these areas, you can recognize significant results almost immediately. With a lot of focus in these areas you can see a massive increase in business and market share.

So whether you simply want to improve relationships and the customer/member experience or, you want to do that plus significantly increase business and profits in your market, we can get you to where you want to go with the following programs.

Excellent Customer Service

Objective: Give employees a foundation to greatly increase customer service.

This training program is interactive and tailored to the needs of the group. Participants will learn to:

• Deliver top-notch customer service
  
• Better maintain accounts and retain customers/members
  
• Increase customer/member loyalty and expand relationships
  
• Provide a more pleasant and welcoming environment for customers/members
  
• Deal with angry or upset customers/members
  
• Present a customer/member friendly image
  
• Make customers/members feel important and valued
  
• Stay professional under pressure

Advanced Customer Service

Objective: Provide employees with the foundation to greatly increase customer service PLUS the tools necessary to build solid relationships and significantly impact the customer/member experience.

This training program is interactive and tailored to the needs of the group. Participants will learn to:

• Deliver top-notch customer/member service
  
• Better maintain accounts and retain customers/members
  
• Increase customer/member loyalty and expand relationships
  
• Provide a more pleasant and welcoming environment for customers/members
  
• Deal with angry or upset customers/members
  
• Present a customer/member friendly image
  
• Make customers/members feel important and valued
  
• Stay professional under pressure
• Take advantage of opportunities to set themsleves and your institution apart
• Get along with almost anyone professionally and personally
• Develop a mindset and habits that make customer service easy
• Come up with creative solutions to usual customer/member requests and problems
• Recognize andf adapt to different personality types
• Be more positive and work better with coworkers

Objective: To show participants the positive side of selling and its importance to the financial institution and your customers/members. Participants will understand all steps of the sales process.

This program contains the best of customer service along with extensive sales and selling education. We begin with a discussion to clarify common misconceptions about sales and selling. Employees will understand how "correct, customer/member focused" selling greatly strengthens customer/member relationships thus increasing customer/member loyalty while growing your institutions profits and market share.

In addition to learning all aspects found in the Advanced Customer Service Program, participants will also learn to:

• Find prospects and make calls
• Handle call reluctance
• Discover what the customer/member wants and needs
• Ask questions and listen effectively
• Build rapport
• Get customers/members involved in more products
• Deal with objections
• Cross sell
• Get referrals
• Effectively communicate ideas and present information to customers/members and colleagues in a clear and compelling way
• Positively differentiate your institution's products and services from the competition
• Be prepared for any sales situation

Monopolize the Market*

Objective: This program will make you stand out from ALL other financial institutions, and most other businesses, within your geographic area while creating a considerable increase in the number and strength of customer/member relationships, resulting in significant growth in assets and market share.

Monopolize the Market combines the best strategies of the Banking, Retail, Hospitality, and other industries to give your institution massive appeal and stickiness with people. 

This very comprehensive program includes all employees of the bank to varying degrees, and also includes some physical changes in the Main Office and branches. It is tailored specifically to the needs of your institution.

In this program all employees will learn all aspects of Advanced Customer Service. Many will also learn all aspects of Creating a Sales Culture. In addition, many employees will learn to:

• Make a significant contribution to the financial institution's image and bottom line
• Perform at a higher level and increase productivity
• Reduce daily stress and improve overall quality of life
• Make their own life easier
• Implement self-management principles to boost performance
• Forge attitudes and behaviors to create outstanding results
• Advance current thinking to find solutions to difficult problems
• Systematize work for consistent results
• Rise above any and all personal and professional problems
• Build habits of excellence, commitment, and leadership
• Focus on and work on internal skills to create external results
• Be more productive in all areas of life
• Help make the workplace a much more enjoyable place for everyone

In addition to unlimited phone and e-mail access to us, and having us available for some sales calls, we will also be available to consult with you in areas such as: marketing and advertising, cost cutting measures, selection of products and services, etc.  

* - This is only available for one Financial Institution per Geographic Region. We will not do any work for any other financial institution in the area while we are working with you.

Sales Training for Business Development Officers

Objective: Provide Business Development Officers with all the tools necessary to build long-term customer/member relationships and find and close a substantial amount of new business.

This program focuses primarily on sales and selling mindset and skills, participants will learn to:

• Master the attitudes and mindset of a top salesperson
• Be more effective in all areas of the sales process, from cold calling to building relationships
• Most effectively help prospects and customers/members
• Increase business quickly and effectively
• Compete against all other financial institutions 
• Get through roadblocks to success
• Do more business
• Find more prospects and make more calls
• Best direct their time, effort, and energy to get the most business possible
• Gather more and better pre-call information
• Develop a strong referral network
• Build solid, long-term relationships 

All programs also include follow-up, take-away learning materials, and other on going support. 

All programs are guaranteed.

To schedule us or for more information, contact:

johnchapin@completeselling.com      phone: 866-443-6778