The How-To Cross-Sell Webinar for the Call Center and the Frontline
Branch personnel and call center agents typically interact with more customers every day than anyone else in your financial institution. It makes sense that banks expect high foot traffic locations and high call volume points of contact help to generate quality referrals that lead to product and service sales. Yet staff in these positions often struggle in making a smooth transition from handling the transaction to a short, needs-based discussion that can lead to a referral or a cross-sell.
While there are many critical responsibilities of any client contact employee, none will be more important than these two: Process accurate transactions efficiently and look for ways to expand the relationship. Every client encounter presents opportunities to engage the customer. Customer engagement opens the door to uncover a need not being met. Alert, attentive frontline staff can spot and act on introducing a new product or making a referral to a specialist.
However, if the employee doesn’t know how to converse with the customer or feels unprepared for questions about product and service benefits, the conversation most likely will never happen. Add to that the employees’ perception that customers don’t have the time and may buy in to the false belief that if the customer needed something they would ask. Research proves time and again that customers are interested in ways the bank can help them with their financial needs.
The keys to successful referrals and cross-sells are preparation and curiosity. Preparation involves knowledge of the institution’s offerings and best matches of products and services to meet customer needs. Curiosity about the customer leads to engagement that can provide discovery of a life event, need or problem that an attentive call center agent or branch staff person can offer a solution or a referral that results in a satisfying match.
In this two-hour webinar, come learn how to enhance your preparation and your curiosity-seeking skills. Let us help you become a pro at transitioning from the transactional part of the job to the opportunity-seeking aspect.
What You Will Learn
- Changing our Mind-Set
- Preparation: What Does it Entail?
- Product and Service Customer Targets
- Building Product Matching Guides
- Using Curiosity to Build Relationships
- Curiosity-seeking Questions
- After the Referral: Multiplying Referrals
Who Should Attend?
Tellers and Frontline Staff would benefit from this webinar. Supervisors and Managers responsible for increasing referrals should attend as well as Trainers charged with increasing the knowledge and skill-sets of tellers, frontline staff and call center representatives.
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