Training Catalog

Selling Financial Services & Managing Client Relationships

Banking

Description

Introduction

A strong and great competition reigns in the financial sector and in the banking business. We know that the products offered, the conditions, and rates are quite similar in the market. The difference is realised by the service brought up, the competences, and the relational aspects. That is why we have to work on our personality and to perform in soft skills and communication.

Programme and objectives

Master the key point of the sales process

Learning objective :

By the end of the training the participant will be able to : 

  • Use fundamentals in communication

  • Understand the customer experience and the different type of customers

  • Master and complete the sales process 

Programme :

1) Fundamentals in communication 

  • The 3V : Verbal, Para-Verbal, Non-Verbal 

  • The specificity of the phone

  • The filters effect

2) The customer experience 

  • Definition

  • The customer journey principle

3) The different type of customers

  • Security, Pride

  • Novelty, Convenience

  • Price, Sympathy

4) The sales process

  • Contact

  • Discover

  • Convince

  • Closing

Use active listening to understand customer's true needs 

Learning objective :

By the end of the training the participant will be able to : 

  • Understand the power of listening

  • Use active listening to understand the true needs

Programme :

1 - The power of listening

  • Definition 

  • A client relationships booster 

2 - 3 attitudes to avoid

  • Do not judge

  • Do not interpret 

  • Do not decide for the other

3 - 3 ways to listen

  • Passive listening

  • Projective listening

  • Active listening

4 - 3 tools to use :

  • Observe

  • Reformulate

  • Question

Match your communication style to the customer's style to improve relationships 

Learning objective :

By the end of the training the participant will be able to : 

  • Understand fundamentals to convince 

  • Synchronise with the customer's style for more impact

  • Handle customer's dissatisfaction with agility

Programme :

1 - The 3 ingredients to convince

  • Credibiliy

  • Emotion  

  • Logic

2 - 4 different styles of communication

  • Dominant customer

  • Influent customer

  • Steady customer

  • Compliance customer

3 - Strategies to match with each  

  • Tips with Dominant

  • Tips with Influent

  • Tips with Steady

  • Tips with Compliance

4 - Handle customer's dissatisfaction with agility 

  • The principle of assertiveness

  • Dare to say NO

  • The 3 steps to deal with a conflict

Methodology

Interactive with many practical exercises and concrete examples.

Target Audience

Front office managers, managers of commercial banks and financial institutions who have a need or an interest in improving their understanding of selling financial services and managing clients.


Modalities

Course Material

No course materials are available for this for this course.

Contact

For further questions please contact our partner in your country