13901 Glen Mill Road
Rockville, MD 20850
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You are the face of your credit union; the service you provide defines the service experience of your members.
This session will help you maximize that service experience by providing the ultimate level of service: recognizing opportunities to meet the additional needs of your members. The truth is that the majority of credit union members use only one or two services, even when there are other products and services that would also benefit these members. By recognizing opportunities to meet these additional needs, you're providing a service to the member and helping increase member loyalty to your credit union. This session will show you how to do that.
Defining Member Loyalty
• Understand what factors impact member satisfaction and loyalty
• Understand what members want and why they do business with credit unions
• Build loyal member relationships following a clear roadmap for success
• Determine the role of referrals in the sales process
Differentiating Products from Product Categories
• Understand the difference between products and product categories
• Know when to recommend a product vs. a product category
Recognizing Referral Opportunities
• Recognize the 10-12 common opportunities that provide 90% of all referrals
• Learn to recognize sales and referral opportunities in less time
Confirming Referral Opportunities
• Ask the right question at the right time
• Discuss and demonstrate active listening skills
• Increase the likelihood of getting a “yes” when pursuing sales or referral opportunities
• Link member needs to Credit Union services in a way that increases the member’s buy in and commitment
• Discuss your credit union’s products in a compelling way with members
• Differentiate between benefits and features and which are important to members
Making a Successful Referral
• Increase your ability to make referrals even if you have only basic knowledge of credit union products and services
• Promote more high-quality referrals with fewer attempts
• Practice responding to the most common sales and referral opportunities
Who should attend?
All frontline staff and managers
Kristi Calver has spent her career designing, managing, and delivering hundreds of consumer and business-to-business selling, sales management, leadership, career development, assessment, and service programs and processes. She specializes in improving front-line effectiveness of sales and service organizations through skill-based training and leadership development.
She is an accomplished relationship manager, master trainer and instructional designer, designing and facilitating focus groups, participant training, train-the-trainers, and executive alignment sessions. Her clients have included Belo Corporation, Charter One Financial, CUNA, CUNA Mutual Group, Dow Jones, GE Capital, KeyCorp, Merrill Lynch, NBC, People's United Bank, and Wells Fargo.
8:30 a.m. - Registration, networking, light breakfast
9 a.m. to 4 p.m. - Training
Lunch is included.
Maryland and D.C.-based credit unions $75 million and under in assets may be eligible for a 75% educational reimbursement from the Credit Union Foundation of MD & DC. For details and an application, visit http://www.cufound.org/training.htm
September 12th, 2012 9:00 AM – 4:00 PM