Customized Product Training Suites with Consultative Sales Skills and Coaching Materials
Impact Sales developed three highly interactive suites designed to educate employees on PWSB’s products and services including personal banking, commercial banking and lending.
These suites served multiple purposes – to train and onboard new employees and to provide training and ongoing reference for existing employees.
Suites were used to springboard live sales training sessions and as review and practice during branch meetings. Managers received coaching guides to help them integrate learning specific to their branch employee needs. This program included self-evaluation and assessment to enable individuals and branch manager prioritize ongoing training and development plans.
Branch managers attended Sales Management and Coaching training to support key behaviors.
“ I am an experienced Branch manager and I managed to learn quite a few newI techniques in this session. We were given different examples of open-ended questions, examples of what to say when the customer is undecided and would like to think about the product. I learned more phrases to help me "help the customer" with their decision. My team is spending more time to understand customer needs and make recommendations that are just right for them. This seems very natural now.”
Live training time accelerated – face to face training time cut in half.
Cross-department referrals doubled.
Comfort level of staff.
Knowledge of cross-departmental products and solutions increased by 85%.