Banking and Financial Services Courses

Get your sales and service culture right the first time! Define the standards, processes, roles, behaviors and outcomes to support your organization’s vision, mission and strategy.

This is an executive level module designed for management to consider the components of a successful sales culture. This session will challenge leaders to consider the measures and structure necessary for success. This session may be conducted in person or via webinar.

Assess and apply strategies to motivate and coach the styles of your sales and service team to increase success.

The ability to develop performance requires the ability to manage the behaviors of people. This session will introduce banking professionals to the core sales behaviors that are critical to sales, service and business development success. Managers apply core behavioral concepts to identify strengths and gaps in their team and individuals. Managers learn how to coach according to the positions and needs of their bank.

Drive sales and service performance outcomes by coaching team members according to levels of performance.

Designed for managers of retail and commercial banking functions to define and provide feedback to sales competencies and behaviors. Managers will identify desired sales and service competencies for each function and practice coaching various levels of performance. Managers will practice providing coaching and performance feedback to support sales and service behaviors. Coaching guides included.

Develop sales and service standards that support your financial services’ organization.

This course positions the bank’s sales philosophy as a customer centered approach for identifying needs and making appropriate recommendations. This course is designed to dispel the fear of selling by defining it as one that is customer-focused and service oriented. This module addresses that proactively addressing customer needs is indeed good service. Learners appreciate that great selling is proactive, customer-focused and not pushy. Learners develop sales and service standards. Learners practice turning telephone inquiries into sales and service success.

Communicate with your customers in a way that is impactful and builds trust.

This session introduces banking professionals to essential communication skills for sales and service effectiveness. The importance of cross-selling and cross-functional communication is stressed. Key skills include building rapport, listening between the lines, adjusting to different customer communication approaches and styles, building trust, relationships and rapport building skills.

Use the approach that is right for each customer – positively influence based on core style preferences

This session introduces skills for identifying behavioral styles in self and others. Learners will apply behavioral styles to typical banking situations. Learners will match specific financial products and service features and benefits to customer behavioral style preferences. As a result of this module, learners will read behavioral styles in others, adjust their approach accordingly and emphasize products and services in a manner that appeals to each core style group.

Answer the need and not just the question! Provide solutions that add value and help customers with financial decisions.

Sometimes customers make direct inquiries that are simple. Yet, with even the simplest inquiry, you need to ask yourself, “Did I answer the question, or the true need?” The ability to appropriately match customer needs to potential financial solutions is important. The ability to discern customer needs and make appropriate recommendations is critical. This session will introduce essential skills for recognizing customer needs whether spoken or not, how to ask questions and listen to verify needs and how to make recommendations that are appropriate to each customer. This session challenges learners to match all of your banking solutions to customer situations and needs, whether they are directly responsible or if a referral is appropriate. As a result of this program, learners will create a master list of potential customer needs, how to recognize each and what to ask or say next to accommodate the customer.

Overcome common stalls and objections in a way that adds value for your customers.

Let me think about it.” “Let me talk to my partner.” Sound familiar? The first stall that you hear is rarely the true intent of the customer. This session will introduce you to common stalls and objections and how to overcome them in a way that adds value for the customer. As a result of this session, learners will develop answers to common stalls and objections based on guidelines provides for each.

Strategically and proactively expand relationships with customers.

This course is designed for personal and commercial bankers to strategically and proactively expand relationships with customers. Learners will use customer profiles to analyze life cycles and match products to customer needs. Learners use customer onboarding and telephone contact to enhance initial relationships.  Learners analyze opportunities to expand product relationships with each account, strategically approach market potential, anticipate and match products and services to customer life events and assess most profitable contact opportunities.

Custom-designed to teach your team about your commercial product lines in a way that promotes inquiry and cross-selling.

Custom-designed for each bank’s specific product lines, this suite teaches learners about core commercial banking products and services offered by their bank. Participants learn about various business structures and how specific commercial banking products and services apply. Learners practice recognizing customer needs and matching them to the most likely commercial product solution. Typical commercial banking products represented in this suite include: business checking, business savings, cash management, business ATM and Credit Cards, Lines of Credit, Merchant Processing and Remote Capture, Employee Benefits and Direct Deposit, money swap, and others as specified by each organization.

Custom-designed to teach your team about your lending product lines in a way that promotes inquiry and cross-selling.

Custom-designed for each bank, this suite is geared toward frontline staff to gain general understanding of lending principles and products offered by their bank. Learners practice recognizing needs and applying the most likely solution. Learners are introduced to general lending concepts, guidelines and regulations. Typical products introduced in this suite include; business loans, personal loans, lines of credit, home equity loans and lines of credit, mortgage loans, credit cards and other products as determined by the organization.