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Your Sales and Service Performance Enhancement Partner
Blog
Practice Does Make Perfect
| Posted on October 3, 2014 at 11:30 AM |
comments (37)
|
This time of year, there are always many sports analogies
used, and I certainly do not want to let anybody down, so here I go. Lou Holtz, who at the time was the Head Coach
at the University of Notre Dame the year they were national champions said,” We
play every Saturday how we practiced Monday through Friday.” In banking, your Saturday is every time a client
comes into your office and needs your help or advice. This is when your associates have to put all of their
training and all of their skills to use.
As I have shared with all of my clients, delivering that WOW
experience to your clients is hard work.
It becomes even harder if you don’t practice your sales skills on a
daily basis. Just as Coach Holtz would
have his teams practice the same plays over and over, your branch teams must also
continue to practice their sales and service skills over and over. This is why it is critical that your branches
have, at minimum, weekly sales meetings where the branch teams can role play
and practice their sales and service skills.
This is your Monday through Friday where your associates have the opportunity
as a team to prepare themselves for their next “Saturday.” Your play book for your client’s success should be very
concise: UNDERSTANDING YOUR CLIENTS PROBLEMS AND PRESENTING SOLUTIONS TO SOLVE THESE
PROBLEMS. No matter how well a play is
designed, if you don’t practice it then you will not be as successful as you
should. At Jung & Associates, our
goal is to help our bank clients learn the necessary skills to deliver that WOW
experience. If your bank is struggling
on delivering this experience to your clients then I invite you to give us a
call today. |
What Drives a Client to Buy?
| Posted on March 26, 2014 at 5:09 PM |
comments (17)
|
There is an old saying, People don't buy because they are made to
understand. They buy because they believe they are understood”. This is so true. Our client's want us to understand their
personal financial situation so that we can give them the right answers to
their questions and make them feel good about their decision to open an account
with our bank. When conducting sales
education classes, we need to spend a great deal of time focusing on how to determine and understand the client's “NEEDS” This is OUR opportunity to learn about
the client and to become familiar with why they really came into the bank. Did they come in because they are dissatisfied with their existing bank? Did they just move to the area? Have they recently come into some extra money and they need advice? Understanding the client's needs is much more that
figuring out which types of checks they need to order. It is finding out what is driving their
decision to get a new account. All of these situations create opportunities
but only if we really understand our customer. |
Same old, Same old
| Posted on February 24, 2014 at 5:01 PM |
comments (16)
|
A few weeks ago I had the chance to visit several community bank offices to learn more about their services. I had a very UNDERWHELMING experience. I found that everybody I spoke to was very friendly but unable to help me. It seems that they either did not thoroughly understand their service options or they did not know how to explain them to a potential client. As big banks continue to struggle in being able to make decisions locally that impact the client, community banks continue to let the opportunity to be the financial leader in their communities slip by. |
Taking The Time Pays Dividends
| Posted on August 13, 2013 at 10:35 AM |
comments (18)
|
From the desk of Tom Jung There is an old saying, “People don't buy because they are made to understand. They buy because they feel understood.” This
is so true. Our customers want us to
understand their personal financial situation so that we can give them
the right answers to their questions and make them feel good about their
decision to open a relationship with our bank. In any sales situation, spend your time
focusing on uncovering the “needs” of the client. This is YOUR opportunity to learn about
the client and to become familiar with why they really came into the bank. Understanding the client’s needs is more that
figuring out which types of checks they need to order. It is finding out what is driving their
decision to start a new relationship with another bank. Are they dissatisfied with their current
bank, just moved into the area, have come into a sum of money and don’t know
what to do with it? All of these
situations create opportunities but only if we take the time to really
understand our client. |
Being A WINNER
| Posted on April 8, 2013 at 10:26 AM |
comments (45)
|
The legendary coach Eddie Robinson once said,
"The will to win, the desire to succeed, the urge to reach
your full potential...these are the keys that will unlock the door to
personal excellence." When it comes
to sales and service, does your team have the will to win? Does it have the desire to succeed? Are they willing to put in the work to
reach their full potential? If so, then
you are defining excellence. You are defining a “WINNER”. Every day that we
do our job we have a decision to make…Do I want to reach my full potential?
Being a winner isn’t something you work on
some of the time; it is something you work on every day. How can you work at it every day? Use excellent sales and service skills
with every client. What this means is that even when it is 5 minutes before
closing on a Friday afternoon, we stand up, greet the customer, let them know
that we appreciate this opportunity and, we are genuinely happy to learn about
their needs and present them with solutions.
After all, isn’t this how we all want to be treated? Tomorrow, be excellent. Tomorrow, BE A WINNER. |
