1. www.ppcgroup.com Peak Performance Consulting Group Welcome
to Todays Webinar: Turning Tellers Into Sellers Hosted by: Ric
Carey, Director [email protected] 512-607-6332
2. www.ppcgroup.com Industry challenge: starved for revenue,
burdened by expenses The challenge: Need for growth, but fewer
opportunities: less fee income, low interest rates Higher costs,
largely due to increased regulation, have made it tough for banks
to significantly improve profits Significant opportunity to improve
branch efficiency/reduce cost Redefine the model: the right branch
configuration to efficiently meet customer needs Enable more
efficient service through improved technology Shift branch staffing
toward more flexible, Universal Banker model and grow revenue Tilt
branch staff skills and focus away from declining transactions and
toward sales growth Create cost savings Page 2
3. www.ppcgroup.com Serving customers tomorrow requires change
in strategy Primary role of the retail branch: drive customer
acquisition and support consultative sales Drive new customer
acquisition and provide sales and for existing customers Support
business customers, who are more dependent on branch services Build
and reinforce banks brand Customers still value branch presence 64%
identify branch convenience is primary reason for choosing their
bank 61% still visit a bank branch at least once per quarter
Channel preferences are changing Transactions conducted in bank
branches are declining 6-7% per year Transaction behavior and
routine servicing shifting to other channels Shrinking branch
traffic leaves fewer sales opportunities New accounts opened per
branch FTE declined 23% since 1997 Source: American Bankers Assn.
Consumer Survey, 2011 Source: Gordon Smith, Consumer &
Community Banking 2/26/13, J.P. Morgan & Chase, SNL Financial
Page 3 % of Consumer Deposits Through Tellers(1)
4. www.ppcgroup.com Turning Tellers Into Sellers The teller
role is evolving With transaction volumes declining, tellers must
contribute to increased sales volume. Technology advancements
continue to automate customer transactions Self service allows
customers to conduct their own transactions and ATMs can take
deposits, analyze the customer profile for next product need and
promptly explain the benefit Cash Recyclers are eliminating or
reducing cash counting/balancing Its more than merely changing a
job description as it requires fundamentally changing their jobs
and compensation Tellers must be trained to focus more on the needs
of the customer Tellers must do more than transact, they must also
sell Tellers see more customers than anyone in the bank Teller
transactions give off obvious indicators of sales opportunities The
feasibility to have specialized teller rolls within the branch is
declining Page 4
5. www.ppcgroup.com Turning Tellers Into Sellers Making the
move from Tellers to Sellers takes a commitment to training - but
it also requires banks to focus on four areas: Strategy
Organizational Structure Branch Efficiency Sales Process Page 5 It
is more than providing a script and an incentive It must be a
significant strategic initiative This means providing new skills to
enhance customer and product knowledge More than just sales
skills
6. www.ppcgroup.com Turning Tellers Into Sellers Your focus
should be on four main areas: Strategy How will this change alter
the customer experience? Competitive risks? Can our Information
Technology support this initiative? Which products should we focus
on? Organizational Structure Altering the teller job description
clearly has implications for the retail structure. How does this
impact other functions, such as new accounts? Do we institute the
Universal Associate? Take the time to organize well and reconsider
your staffing model Communicate changes thoroughly in advance Page
6
7. www.ppcgroup.com Turning Tellers Into Sellers Branch
efficiency Previous staffing model was calibrated on teller
transactions How will you measure change? The staffing model must
recalibrate based on a new sales process Sales Process How will the
sales process for tellers differ from the traditional sales process
around qualifying prospects, making the offer, overcoming
objections, closing, etc..? What new technology will be needed to
support this change? What will the customer think? Training on
selling and communication skills will be essential Page 7
8. www.ppcgroup.com Turning Tellers Into Sellers In summary:
Creating a trained and effective Teller sales force appears
compelling and potentially lucrative Sales improve, when combined
with the right marketing paradigm and disciplined sales/service
process Technology advances will continue to support customer
unassisted transactions We will need to provide new skills through
extensive training to support needs based sales activities Require
a new staffing model to create an environment that supports the
customer experience Behavioral change comes from planning for
conscientious and comprehensive strategic change. Page 8
9. www.ppcgroup.com Page 9 Peak Performance Consulting Group We
hoped you enjoyed todays webinar presentation! To see this and
other Peak Performance Consulting Group webinar presentations
please visit our website www.ppcgroup.com Join our LinkedIn group,
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Performance Consulting Group 700 Lavaca St. | 14th Floor | Austin,
Texas | 78701 W: 512-607-6362 | W: 512-607-6332