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
