Training Workshops
SENIOR MANAGEMENT COMMITMENT

Senior Management Workshop
A planning session with senior managers that includes:
  • Set objectives
  • Review current climate 
  • Confirm organizational culture
  • Define “Service and Sales” Values
  • Establish performance expectations
  • Determine measurement & tracking process


TRAINING WORKSHOPS

Service Quality Management Workshop
A session with managers and supervisors that includes:
  • Understanding the strategic importance of Customer Service
  • Standards of superior customer service
  • Branch and Internal department service expectations
  • Products, customers and customer expectations
  • Measuring customer satisfaction
  • Working with your team
  • Action Plans

Sales Management Workshop
A session with branch and department managers that includes:
  • Turning your employees into “STARS”
  • Developing a Business Plan
  • Conducting sales meetings
  • Setting expectations
  • Coaching to improve performance
  • Reinforcing accomplishment
  • Identifying sales opportunities
  • Tracking & accountability

Service Excellence Training
A session with employees that includes:
  • Understanding the importance of Customer Service
  • Standards of superior customer service
  • Internal department service expectations
  • Customer Service skills
  • Products, customers and customer expectations
  • Difficult customer interactions
  • Working with your team

Sales Excellence Training
A session with employees that includes:
  • How effective selling supports excellent service
  • Fundamentals of effective selling
  • Knowing your products
  • How to recognize customer needs
  • How to recommend solutions
  • How to respond to objections
  • How to conclude the sales offer
  • How to establish a follow-up
  • How to recommend additional products to the customer

Cross-Sales Excellence Training
A session with employees that includes:
  • How to Recommend Additional Products to the Customer
  • How to Explain the Value or Benefit of the Additional Purchase
  • What are complementary products
  • How to ask open-ended questions
  • How to sell to shoppers
  • Practice exercises

Telephone Communication Skills
A session with employees that includes:
  • How to answer, place and return calls professionally
  • Keys to good listening skills
  • How to handle problem callers
  • How to recognize and act upon sales opportunities
  • Review of critical telephone sales skills
  • Practice sessions – How to apply the skills learned

Coaching Workshop
A session with managers and supervisors that includes:
  • Review results of employee sales/service efforts
  • Improving individual performance
  • Reinforcing sales performance
  • “Best Practices” discussion and development
  • Exercises: How to deal with customer situations
  • Team discussion and practice

Leadership and Supervisory Skills for Bankers
A session for management and supervisory personnel that includes:
  • Introduction of history and background of leadership and supervision
  • Characteristics of effective leadership
  • How to get things accomplished with and through people
  • How to delegate
  • How to understand employee motivation
  • How to be an effective communicator
  • How to motivate employees
  • How to discipline effectively
  • Team morale and fostering teamwork

Commercial Business Development Workshop
A session for new calling officers and refresher for existing that includes:
  • How to plan and conduct a business development calling program
  • How to manage sales efforts
  • How to prospect for new customers
  • How to qualify prospects for best time management and highest potential
  • How to contact decision makers
  • Setting sales objectives
  • How to identify needs through interviewing techniques
  • How to anticipate and overcome buyer objections and concerns
  • Practice exercises


Bottom Line Connection ®  •  617 Ridgely Ave Suite 2, Annapolis, MD  21401  •  410-737-1447