Course
Description:

This course provides the skills needed to cross-sell retail bank deposit products and services. The course explores the importance of cross-selling and focuses on steps in the cross-selling process: interpreting clues to customer needs, cross-selling solutions to match needs, responding to objections, and closing the sale or referring the customer to a specialist. Features and benefits of deposit products are compared to match solutions to customer needs. Participants receive tools for on-the-job use.

Audience:

Any bank personnel in a position to discuss deposit products and services with customers. Participants should have a basic knowledge of their institution's products and services.

Objectives:

At the conclusion of the program participants will be able to:

• Explain the importance of cross-selling
• Describe typical bank products and their features and benefits
• Interpret clues and identify customer needs
• Cross-sell deposit product solutions that match customer needs
• Respond to questions and objections from customers
• Close the sale or refer the customer.