BUSINESS BANKING NETWORK

CQ NEWSLETTER

 

Tailored One Day Modules


We work with you to create a budget-friendly rollout. This begins with a a one-day workshop where we meet with your team to review your revenue objectives, segmentation strategies, marketing and branding plans, sales reporting and sales and sales management routines. We then execute current curriculum tailored to your priorities without the expense of full customization. Our menu of stand-alone, one-day workshops includes:

 

Universal Playbooks (All Audiences)

 

Sales Management (2 days)

Service and Support

Skill Builder Development

 

Business & Commercial Banking

 

LinkedIn Value Strategies

PowerProspecting

Discovery Calls

Partner Calls

Presentation Calls

Relationship Development

Relationship Review

Networking Know How

Business Intelligence

Negotiation Skills

Outbound Business Telephone Calls

Loyalty Building Conversations

 

Retail Banking

 

Client Conversations 1

Client Conversations 2

Service to Sales Conversations

Strengthening Client Relationships

Referrals

Proactive Teleconversations

Onboarding Conversations

Small Business Money Management Conversations

Excellent Contact Center Service

 


 

Sales Management

 

Sales leadership drives performance, creates a motivational environment and keeps the culture moving directionally forward. It is THE factor that insures your bankers are delivering on the promises reflected in the bank's mission and values. The routines presented in this playbook focus on giving managers the skills, tools and structure they need to keep bankers focused on the client and the value:

 

 

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Service and Support

 

The "many" and many times—the forgotten; better known as the "back office." These service-focused, non-sales associates keep the engine running—supporting their colleagues who directly serve the customers or oftentimes provide direct service support to customers themselves. The way they work directly with customers and their colleagues can have an impact on the culture and working atmosphere of the bank—which impacts customers and their experience with the bank. This module introduces a need-focused conversation model for working with external and internal customers and reinforces the "we're all working for the same team" mentality. In the Service and Support Playbook participants learn:

 

 

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Skill Builder Development

 

Regional Sales Managers and Team Leaders have a key accountability to deliver engaging and tactical sales meetings. Skill Builder Development is designed to help participants develop effective Skill Builders to address specific sales improvement opportunities in telephone and face to face business settings. Participants utilize a time-tested template to create their own Skill Builders. They also act as meeting facilitators and participants, helping to transfer learning to life competencies quickly and effectively.

 

Audience: Anyone responsible for supporting the sales management effort

 

 

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LinkedIn Value Strategies

 

In 2015, the Relationship Manager that is successful must also become a Resource Manager, providing value to the marketplace. LinkedIn is an amazing platform for bankers to establish themselves as Resource Managers.

 

This one-day Playbook will help 'socialpreneurs' in banking take advantage of LinkedIn to achieve breakthrough results. We’ll show your team how to use the platform as a Value Tool, Prospecting Tool and Networking Tool. We'll also cover the key operational aspects of using LinkedIn in a hands-on workshop format, so you can hit the ground running.

 

This is a powerful Playbook for senior executives, business and commercial bankers, branch managers, and any other banking professionals engaged in social media and seeking Trusted Advisor status in the marketplace.

 

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PowerProspecting

 

One primary sales goal throughout banking is to earn new relationships. The Power Prospecting Playbook helps your bank implement a systematic process that has generated more than $750 million in business in banks that have dedicated themselves to the process. This dynamic and unique approach helps bankers secure appointments at more than 10 times the industry norm. This system formed the basis for our bestselling book, Conversations with Prospects. Bankers learn to:

 

 

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Discovery Calls

 

The Business Banking Board and CSO Insights report the average sales cycle has lengthened to seven calls — more than at any time in history. Unfortunately most classes still teach canned product pitches and elevator speeches early in the conversation cycle creating buyer mismatching and pushback. The key is to uncover true needs by asking best-of-breed questions. Buyers have answers, bankers need questions. This philosophy forms the basis for the Discovery Calls Playbook. Bankers learn to:

 

 

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Partner Calls

 

When a banker returns from a Discovery Call several needs have likely been surfaced. To "anchor" those needs to the potential solution, the next logical step may be to either bring a partner to the next meeting or to make the next call yourself. Too often, however, that next call falls flat due to lack of planning and rehearsal. Relationship Managers and their partners want to represent the bank and create a well-delivered "anchor" conversation. Building these partnerships begins inside the organization. In the Anchor Calls Playbook bankers learn to:

 

 

Participants practice with case studies and with "real world" Anchor Calls situations that they bring to class as a pre-work exercise.

 

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Presentation Calls

 

Significant time and effort is invested identifying and pursuing sales opportunities. Today the hard and soft costs of making each sales call approaches $700. Too often, however, when bankers earn the right to present solutions, they commoditize the bank resulting in give-backs, reduced margins and opportunities lost. Lack of skills in the area of solutions presentations is a key reason. Whether it's one-on-one or one-on-many, the Presentation Playbook provides bankers with the knowledge and skills to engage their audience and to ring the cash register. Bankers learn to:

 

 

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Relationship Development

 

Trust-based selling is a process that involves continual nurturing of relationships. The key is creating intrinsic value based on what each client finds important. For some, that might mean sending a birthday card. For others, it is forwarding a White Paper about a key business issue. Although it takes time to build trust and to become a valued resource, it is much more costly not to. In The Relationship Development Playbook bankers learn to:

 

 

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Relationship Review

 

Bankers have been conducting relationship reviews for decades. The challenge is that most are focused on the products and services the client has yet to buy versus what the client needs to do to take their business forward. The Relationship Review Playbook is the newest addition to our Playbook series and it results from many requests for financial services professionals to think more outside-in versus inside-out. In the Relationship Review Playbook bankers learn to:

 

 

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Networking Know How

 

Chamber of Commerce meetings, business lunches, trade shows. Bankers are asked to network at community events constantly. There is also a great need to develop and nurture Centers of Influence. The Networking Playbook provides participants with the practical knowledge and skills to prepare for and confidently participate in community activities as well as to develop a cadre of quality referral sources. Bankers learn to:

 

 

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Business Intelligence

 

Multiple research studies confirm that clients view trusted advisors as those bankers that; constantly bring new ideas to the table, know the client's industry, and continually add value over and above products and price. The Business Intelligence Playbook introduces bankers to practical ideas on how to execute value touches. This includes leveraging resources such as First Research and other business intelligence tools. Bankers learn to:

 

 

*For those banks that use First Research or Vertical IQ

 

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Negotiation Skills

 

In partnership with Zehren Friedman, this workshop uses Principled Negotiation as its foundation. The approach recognizes the legitimate needs and aspirations of the client, and enables the banker to pursue the bank’s interests with energy and determination. Utilizing numerous exercises and team activities, bankers learn creative collaboration – a much more powerful tool than stubborn resistance and caving in – and helps them understand that negotiations are best approached as problem solving exercises rather than contests of strength and will.

 

A two-day version is also available.

 

Audience: Senior Executives, Business Bankers, Branch Managers and other partners who negotiate business relationships and contracts

 

 

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Outbound Business Telephone Calls

 

Reaching out to clients to create a quality experience with each interaction requires focusing on the client’s changing financial needs. Outbound Business Telephone Calls links the questioning process learned in the Customer Conversations 1 to proactive, customer-need based situations. Ample practice and skill drill opportunities are built into this fast-paced workshop that also deals with customer concerns and objections without scripting or memorization.

 

Audience: Senior Executives, Business Bankers, Branch Managers and other partners charged with deepening client partnerships by telephone

 

 

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Loyalty Building Conversations

 

This is a practical, interactive program designed to help sales support staff develop or refine their ability to provide need-focused, value-added service to current clients and prospects.

 

Audience: Business Banking sales support staff and those who coach/manage them

 

 

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Client Conversations 1

 

"Jane is my banker. She does a great job for me." Customers throughout your footprint share that opinion of your best Personal Bankers. Relationships are not simply built based on how many products Jane sells, however. They rest on trust. The Customer Conversations Playbook 1 introduces a proven conversation model which fosters cross-solving (customer-focused) versus cross selling (bank- focused).

 

 

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Client Conversations 2

 

Creating a quality customer experience with each touch requires a focus on the financial needs of the customer. This playbook links the questioning process learned in the Customer Conversations 2 Playbook to benefit-oriented conversation skills based on several reactive and proactive in-branch situations. Ample practice and skill drill opportunities are built into this fast-paced playbook that also deals with customer concerns and objections without scripting, memorization or manipulation.

 

 

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Service to Sales Conversations

 

St. Meyer & Hubbard continually reviews the buying behavior of customers in more than 4,000 branches around the country. Our results indicate that 80% of transactions accomplished in the branch today start out as service. This Playbook is designed to help retail sales staff and Branch Managers refine their ability to understand the situation, solve the challenge efficiently and accurately, and potentially convert service requests into unfulfilled customer needs by building trust. This process facilitates a world class customer experience and creates numerous sales ready opportunities – for the long haul.

 

Audience: Branch Managers, Personal Bankers and others that open new accounts and deal with service issues

 

 

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Strengthening Client Relationships

 

 

Tools and Job Aids

 

 

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Referral

 

One responsibility of the Teller is to provide world-class service. He or she also has a key responsibility to execute operational excellence, balancing, security, and other fiduciary responsibilities. These frontline associates come in contact with more customers than all of your other employees combined. These regular conversations create numerous "seed planting" opportunities. The Referral Playbook introduces practical referral skills and numerous practice opportunities, all the while eliminating the need to push products or to memorize scripts.

 

 

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Proactive Teleconversations

 

Reaching out to customers to create a quality customer experience with each interaction requires focusing on the customer’s changing financial needs. Proactive Teleconversations links the questioning process learned in the Customer Conversations 1 to proactive, customer-need based situations. Ample practice and skill drill opportunities are built into this fast-paced workshop that also deals with customer concerns and objections without scripting, memorization.

 

Audience: Contact Center Managers, Branch Managers, Contact Center Representatives, Personal Bankers, and others who provide proactive contact customers by telephone

 

 

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Onboarding Conversations

 

It’s what happens after a prospect becomes a customer that makes the difference between a lifetime trust-based relationship and a short-term transaction orientation. The Onboarding Conversations Playbook focuses on maximizing proactive customer touches in the days, weeks and even months that follow an initial account opening. Bankers learn skills that facilitate valuable conversations by telephone, mail, e-mail and in person. Managers also participate in the process from time to time, connecting the skills learned in Retail Sales Management into real world coaching opportunities.

 

Audience: Senior Managers, Branch Managers, Personal Bankers and others who open new accounts

 

 

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Small Business Money Management Conversations

 

Studies show that fear is the number one reason bankers don’t ask better and more in-depth questions. One reason for that fear is lack of knowledge of how a business runs and makes money. This Playbook is designed to help Branch Managers and small business associates increase their knowledge of what the entrepreneur faces every day and to improve their ability to discuss cash flow and related money management issues.

 

Audience: Branch Managers, others that need help in understanding money management and their coaches

 

 

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Excellent Contact Center Service

 

This is a practical, interactive program designed to help sales support staff develop or refine their skills to provide need-focused, value-added service to current clients and prospects.

 

Audience: Contact Center Managers, Contact Center Representatives and others who provide customer service by telephone

 

 

Tools and Job Aids

 

 

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