Port Washington State Bank | ImpactSales
17147
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Port Washington State Bank

Case Study: Port Washington State Bank

Customized Product Training Suites

The Situation

While conducting a series of face to face sales training workshops for Port Washington State Bank (PWSB) several of the participants in the sessions revealed that they just didn’t know enough about their own products and services to feel comfortable making recommendations to customers. Additionally, front line bankers were expected to make referrals to other departments where it was in the best interest of their customers. While most employees had the desire to make these types of recommendations to customers, they just didn’t know how to.

The Solution

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.”

    Annie Noster – Branch Manager – PWSB

The Results

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%.

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  • Included in the Program:

    • Custom-designed curriculum
    • Assessment and evaluation
    • Self-evaluation and individual development plans
    • Coaching guides
    • Sales Management and Coaching Training
    • Referral Standards
    • Referral Tracking
    • Case Studies
    • Customer Profiles
    • Live training workshops