Creating Customer Success – Tellers

Customer – Focused Curriculum

Helping your customer be successful directly contributes to your success and overall growth. In other words, to be viewed by your customers as the provider of choice for your solutions, you must provide them good reason to do so. Tellers play an integral part in making this happen. When Tellers demonstrate genuine interest in the customer through informal conversations, they learn various ways about how the bank can help the customer. All tellers need to do is refer the customer to the right specialist within the bank.

This referral-generating, relationship-focused workshop enables your tellers to refer or direct your customers to the appropriate product specialist.

This Powerfully Effective Session Will Enable Your Staff to:

  1. Increase the number of referrals per customer interaction based on the customer’s needs
  2. Potentially cross-sell or refer 30-60% more customers to product specialists based on the customers’ short and long-term needs
  3. Build the confidence of the customers in your organization to be a viable long-term services provider
  4. Improve your Net Promoter Score
  5. Create more effective sales teams
  6. Grow your market segments and increase the share-of-wallet

Modules Include:

  1. The 4 P’s of the Customer Experience
  2. Understanding the Customer’s Buying Process
  3. Identifying Customers’ Criteria When Making Buying Decisions
  4. Executing the 6-step Professional Selling Model
  5. Having productive casual conversations to identify financial solution opportunities
  6. Handling Objections and Concerns