Bank Sales Champs Program

Sales Development Challenges and Bank Sales Champs™ Solutions
Bank Sales Champs Deliverables
Sales and Service Training Class Outlines

Sales Development Challenges and
Bank Sales Champs™ Solution

Challenge: Sales Training Develops Techniques; Coaching Develops Skills.
Most sales programs focus on training—of employees to sell or managers to coach. The problem is that one does not learn how to do something in training, only what to do. If the employee doesn’t take the technique from the training environment to the work environment, they won’t develop necessary skills. While most managers have risen through the ranks and are hard working, committed and technically and procedurally effective, performance management and coaching skills have often not been taught or developed. Coaching training is not the solution because it focuses on technique. How can you help your managers fully develop their coaching skills?

Solution: BSC works with each coach individually, to develop their coaching skills using specific, documented assignments that help ensure their coaching and management methods are correct and effective. Managers continue to develop their confidence and skills by doing it correctly, with our support. In fact, BSC offers unlimited off-site support to ensure questions are answered and challenges are resolved.

Challenge: To Develop Sales, the Bank Must Develop the Infrastructure to Support Sales.
Training teaches employees what to do but does not create long-term motivation to change behavior. The employees’ desire to perform as trained will only change if organizational infrastructure is in place to cause them to put the training into action.

Solution: BSC provides measurement tools for both sales and service that will allow you to benchmark and assess employee performance. Additionally, BSC provides an effective performance evaluation system that will encourage high levels of sales and service performance through accountability for results.

Solution: BSC ensures the right employees are hired. BSC provides effective tools, such as pre-employment testing and behavioral interviewing, to ensure the bank hires employees who have the attributes to effectively sell.

 

Challenge: The Bank Must Have Means to Continually Advance Performance to Maximize the Investment.
Banks Sales Training is not like other programs that leave your institution to “figure it out” once the contracted work is fulfilled. MNA provides tools that will ensure the on-going development of sales and a maximize investment of your dollars.

Solution: Bank Sales Champs addresses this by providing the institution with the following:

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Bank Sales Champs Deliverables

1. Product Sales Manual and Assessment Development
MNA Consulting will develop a product sales manual that will provide information to employees on each of the institution’s products regarding: features, benefits, questions to ask to determine customer needs, and best products to cross-sell. Additionally, we will develop a comprehensive assessment that can be given to employees to determine their level of product knowledge.

2. Development and Implementation of Effective Employee Hiring
MNA Consulting will provide an effective attribute-based pre-employment test that will allow you to better ascertain an applicant’s innate ability to sell. Additionally, effective behavioral interviewing questions and desired applicant responses will be provided to assist in presenting a complete solution to hiring quality sales and service oriented employees that will exceed your customers’ expectations.


3. Analysis and Development of Employee Performance Systems for Sales and Service Culture Development

Position Descriptions:
MNA Consulting will review position descriptions and suggest changes that will redefine frontline jobs as positions that are sales and service focused rather than process focused. In addition, as the bank establishes sales and service metrics and benchmarks, MNA will provide recommendations that will allow the position descriptions to clearly define the objective standards and expectations for sales and service delivery.

Evaluations:
MNA will provide the bank with a performance evaluation system that places high value on objective sales and service metrics and will facilitate higher levels of employee performance in sales and service delivery. Our evaluation system works with the sales and service metrics of BSC to create a performance system that is in complete alignment with the bank’s sales and service culture.

4. Assistance in Development of Sales Tracking System
MNA Consulting will work with the bank to determine what products, services, and sales activities can and should be efficiently tracked. Additionally, we will assist you in developing the programs necessary to design a sales tracking system. Because of our client experience with many sales tracking systems, we can provide valuable advice on how best to develop the tracking system.

5. Development of External Service Measurements
MNA Consulting will provide the bank with the external service tracking software, The Quality Loop, which provides actual customer surveys of transactions processed by frontline employees on an on-going basis. The questions on the survey are based on the bank’s service standards in order to obtain feedback from the customers on our service and sales delivery. The Quality Loop easily and quickly develops surveys that are randomly selected by employee and customer number. A survey is then mailed to the customer, who is asked to evaluate the employee’s service delivery based on the referenced transaction. The completed surveys are returned, and a comprehensive report of customer responses is developed, sorted by branch and employee. A summary of comments is included along with service rating trend analysis.

6. Sales and Service Coaching Training and Development
Coaching is a critical element to the success of the Bank’s sales and service culture long term. This is because coaches have the direct ability to influence and encourage appropriate behaviors and performance of employees at all levels. To ensure that the employees will utilize the sales and service training presented to them, MNA Consulting will provide effective coaching training and development for all of the bank’s managers and supervisors at every level.

7. Development of a Sales and Service Recognition Program
MNA Consulting will work with the executive team to develop a custom designed, low cost, easy to administer program that will recognize superior sales and service performance. We will pay special attention to the unique aspects of your bank’s current culture and capacity to deliver and administer a recognition program. Focus will be on ensuring that the program uses specific and measurable goals to reward superior performance. The recognition program will be an effective “bridge” to the later development of performance incentives once sales and service skills have been more fully developed through training, coaching and practice. If a recognition program already exists, MNA will evaluate and provide recommendations that will ensure the program successfully coordinates with the sales and service culture implementation.

8. Sales and Service Training and Train the Trainer Program
MNA Consulting will train the bank’s frontline and support employees in the areas of sales and service. Additionally, MNA will provide the knowledge and material, via our Train the Trainer program, necessary to continue the training of new employees in the areas of:

All training materials may be used by the bank for internal use without limitations on number of copies or duration of use. The training and material provided to the bank has been used successfully by MNA to train thousands of employees.

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Sales and Service Training Class Outlines

If your bank is unable to participate in the entire Bank Sales Champ program, our training classes are available separately.

Referral Sales Champs

Audience – Tellers/Branch Managers
Session Length – 4 hours
Summary of Topics:

 

Becoming a Sales Champ

Audience – Customer Service Representatives/Call Center/Loan Officers/Managers
Session Length – 6 hours
Summary of Topics:

 

Service Excellence

Audience – All Support Employees/Support Managers
Session Length – 4 hours
Summary of Topics:

No Other Program Provides the Comprehensive Tools and Support That Will Ensure Your Bank Develops an Effective and Lasting Sales Culture.

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