Consultative Selling

The solution to selling in a highly competitive banking

environment

A few tips about your web seminar today:

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AT THE BOTTOM WHERE IT SAYS “TYPE QUESTION HERE” THE BOX IS LOCATED AT THE TOP RIGHT HAND CORNER OF

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NOT USE THE BLACK X AS IT WILL CLOSE OUT THE SESSION WE’LL TRY TO ANSWER AS MANY QUESTIONS AS POSSIBLE AT

THE END OF THE WEB SEMINAR. Questions are anonymous. YOU MAY LISTEN TO THE WEB SEMINAR ON YOUR TELEPHONE

OR THROUGH YOUR PC SPEAKERS (OR ON A PC HEADSET).

About Our Guest Speakers:

Steve Aronson is president of High Performance Learning. With more than twenty-five years in the consulting and training industry, Steve has worked with leading manufacturing, hi-tech and financial service companies throughout the United States. HPL has offices in Boston, Washington, DC and West Palm Beach.

Prior to founding HPL in 1994, Steve was one of the original founders of ODI in Burlington, MA. Steve helped the company grow to over 40 million dollars in revenues, with offices in ten major cities. As Senior Vice President, he helped ODI to be recognized as one of the “INC 500” fastest growing privately held companies in America. Steve received his undergraduate degree and MBA from Boston University’s Graduate School of Management.

Wendy J. Barnes is a Senior Level Consultant and Facilitator with High Performance Learning, Inc. She has over twenty years of experience as a corporate executive, consultant, and trainer, with a strong background in sales, sales management, customer service and leadership training. Prior to joining High Performance Learning in 1998, Ms. Barnes was Vice President of Corporate Training and Development for Glemby International, where she was responsible for the development and implementation of all sales, retail, customer service, and management training, overseeing 20 corporate trainers and 185 divisional trainers worldwide. Previously she worked as a Senior Trainer and Internal Consultant for Manufacturers Hanover Trust Co., Inc., and earlier as an individual, group, and family therapist for several federal programs. Ms. Barnes has been a keynote speaker for a number of national conferences, most recently speaking on issues of internal customer service to a Special Interest Group of the American Society for Training and Development (ASTD). Wendy has an M.S. in psychology from Indiana University and a B.A. from Franklin and Marshall College.

About High Performance Learning:

Since 1994, High Performance Learning, Inc. (HPL) has provided consulting services and training programs to more than three hundred hi-tech, financial service and manufacturing clients. We have 25 senior level consultants and trainers located throughout the United States, who conduct more than 50 different training programs.

To mention just a few clients who have successfully implemented our Workshops for Banking:

Middlesex Savings Bank Century Bank Brookline Bank Salem Five Bank of Canton NMTW Credit Union Clinton Savings Bank Country Bank for Savings

HPL Training Programs for Banking:

Consultative Selling Delighting Your Customers Leadership & Management Process/Lean Improvement Behavioral Interviewing Conflict Resolution Time Management

Consultative Selling

The solution to selling in a highly

competitive banking

environment

During the past 20 years, not only have great changes

taken place, but competition in the

banking industry has grown exponentially!

Consultative Selling

Customized Workshops

Branch Mangers & Loan Officers

Assistant Mangers and Head Tellers

Customer Service Rep’s and Tellers

Module 1: Overview

By the end of this module you will be able to:

understand a customer’s decision-making process

explain the fundamentals of consultative selling

understand key challenges to successful consultative selling

Your “Consulting” Role partnering with your customers sharing your expertise collaborating to solve their problems and address their needs

Module 2: Skills

By the end of this module you will be able to:

establish trust and credibility with potential customers utilize effective communication skills understand the psychology behind selling

Relationship DriversD ependabilityR esponsivenessI ntegrityV alueE xpertise

Customers can fear . . .

. . . salespeople . . . being lied to . . . making bad decisions . . . embarrassment . . . debt

Consultative Sales Process

Pre-Planning

Opening the Sales Call

Probing: Uncovering Priorities

Providing Solutions

Closing: Gaining Commitment

Module 3: Pre-PlanningBy the end of this module you will understand the

importance of:

using a Sales Call Planner for planning a sales meeting with a prospective customer

having good product knowledge familiarizing yourself with forms and brochures understanding a customer’s account computer screen

Module 4: Opening

By the end of this module you will be able to:

establish positive first impressions plan and deliver effective sales openers that gain the customer’s

attention and involvement apply the 3 R’s (rapport, reason, reaction) to an actual prospect

Module 5: Probing

By the end of this module you will be able to: understand the five categories of product/service needs use various questioning methodologies to uncover priorities and

motivate the buyer:• exploratory• uncovering needs/priorities• impact analysis• what-if

Customer Needs/Priorities

P erformanceR elationshipI mageD eliveryE xpense

Module 6: SolutionsBy the end of this module you will be able to:

define and differentiate between features and benefits

relate benefits to customer priorities

support benefits with visual aids

interpret and handle customer feedback

Module 7: Closing

By the end of this module you will be able to:

understand when to bring sales meeting to a close gain a customer’s commitment to move forward utilize several closing effectively follow-up a sales meeting

Closing Strategies Low Value Sales High Value Sales • Ask for Sale • Propose commitment

• Assumptive Technique to next step: • Presumptive Choice “I suggest….” • Urgency Technique “I recommend…..”

“I advise….”

Selling Against the Competition

By the end of this module you will be able to:

differentiate yourself from the competition apply strategies for challenging the competition employ value-added selling

Manager Modules

Developing Leads, Networking, and Qualifying Prospects

Getting an Appointment and the Cold Call

Coaching for Improved Performance

Module: Teller Tips

By the end of this module you will be able to:

recognize “customer need” cues effectively make referral

Q&AFor Additional Information Contact:

E-Mail: steve@hplinfo.com  or jennifer@hplinfo.comCall us at 508-877-3600

www.hplinc.com High Performance Learning, Inc.

53 Flanagan Drive Framingham, MA 01701