Introduction - "Why sell one when you can sell more?"
- The importance of corss-selling in the banking industry today
- Know your competitors who are engaged in such activities
- How much do you know of your bank?
- Developing the right attitude towards "selling"
- The role & arrributes of a cross-seller at the bank
- Why should customers buy from you?
- Case highlights "The Royal Bank of Canada" (a successful story)
Module 1 - Know your environment
- The internal factors
- The external factors
Module 2 - Why do customers buy?
- Understand the six benefits of your product that the customer would like to buy.
- Relationship building with customers
- Service to customers
- Understanding the 5 types of selling relationships. Which one do you belong to?
Module 3 - The nature of Financial Products
- The new product development process
- The FAB (Features, Advantages, & Benefits) factors of a banking product
- Analysing your bank's products
Module 4 - Queue Management
(If the customers are not well managed in the banking hall, they will not be in the right frame of mind to consider buying any of the bank's products)
- Understand the 8 principles of waiting
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Module 5 - The Cross-Selling Process
(The customer is already at your doorstep. Why not sell something appropriate to him?) The product/customer relationshop environment at the branch/bank.
- The 7 Ps of customer's preception of the branch/bank
- The 4 Ps of staff attribute to be a successful cross-seller
- Buying motives of the customer (re-inforced)
- The 6-step process in cross-selling
- Matching products to customer (using the Matching Technique)
Module 7 - Recognising Buying Signals
(Once you are able to read the signals, closing the sales comes much easier)
Module 8 - Close the Sales
- The 8 types of closing
- Confirm the "purchase"
- How to ask fo the order
Module 9 - Managing Service Breakdown
- The 6-step formula to service recovery
- The importance of customer retention
(This area of the cross-selling process is critical. You may get a customer to place a large deposit or sign for a large loan, but when the complains, the staff must be ready to "listen" him so as to maintain the account. Otherwise, it becomes the bank's loss and the competitor's gain.)
Duration : 3 Days (with Role-play)
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