mastering the art of cross sellingttsmedia.ttstrain.com/cumastercrosssell032415.pdfmastering the art...

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MASTERING THE ART OF CROSS SELLINGDynamic Sales Skills for Frontline Personnel

Presented by

Honey Shelton

InterAction Training

Humble, TX.

www.interaction-training.com

Your Presenter

Honey Shelton

Experienced

Committed

Been there


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Audience

You might be tuned in because…

Your company has endorsed a sales culture

You want to succeed at what is expected of you

You want to be certain your client’s needs are met


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Cross Selling?

Cross selling is not pushy

Build on the existing relationship

Friendly, knowledgeable, helpful


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Retention Odds

If the member has…

Only 1 service or 1 product – 50-50

2 services/products – 10 times more likely

3 services/products –18 times more likely

4 services/products – 100 times more likely


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What You Need

Open mind

Take notes

Listen for what you need

What you don’t use, you will lose

Tools of the Trade – business cards, brochures


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Key Question

How successful at cross selling do you want to be?


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What You Can Count On…

8.5 or better


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GO PRO!

Take the steps to learn

PRACTICE

Create a Plan

Execute your Plan


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What We Will Cover

Master the Frontline Essentials

Get Fired Up About Your Job!

Know Your Products – Learn Your clients

Know Your Lines – What to Say


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What We Will Cover

Pay Attention to What the Client Does and Doesn’t Say

Take Care of Business Set and Follow Service Standards

Make Service Sizzle Everywhere including the Drive-Thru

Join the Hunt for New Business


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What We Will Cover

Listen for Opportunities

Asking Great Questions

Best Ways to Grow – Referrals, Data Mining and Cross Selling

Keep Score – Know How Well You Do Your Job


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The Branch

Inside Sales Team


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Perception

Is reality

How to best influence perception


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Master the Essentials

Appearance Looking the part


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Another Essential

Paying attention

Details

Who needs what?


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Remember These

Take the initiative

Be a team player


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Mastering Essentials

Get organized

Clean house

Plan

Have a paper drive


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Essentials Include Skills

What are the key skills to doing your job well

How do you define “well”

Scale of 1-10

Become a master learner


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You Must Learn

Products

Create your own manual Q & A

Objections and responses


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Procedures


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Must Know

People

Who does what

Best way to make contact


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Demonstrate Your Commitment

Energy

Personal Commitment

Responsibility & Accountability


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Stay Fired Up!

Sincere Communication

Avoid Avoidance

Practice the Golden Rule


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Rules of Engagement

Rapport

Engaging Questions


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High Five

1. Head up with a smile2. Greet

3. Eye contact

4. Name

5. Thank you


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Drive-Thru

Speak

Offer your name

Use the client’s name


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Voice Mail & Email

Personalize both, update voice mail daily

Twice in the a.m. and twice in the p.m.

Offer others who can help


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Voice Mail + Email Best Practices

Use out of office

Know the system

Shortcuts


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Email Must Do!

Complete signature


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Cross Selling

Most need more

The more they have the tighter the relationship


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It All Starts & Stops with Attitude

48% of the sale is attitude!


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Pick Up on & Probe for Problems

Help the client discover problems

Once a problem is discovered you can offer solutions

Tell stories about problem prevention


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Asking Questions

Learn about the person

Understand the problem

End result


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Asking Questions

Arouse curiosity

Uncover objections

Gain control

Client’s interpretation


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Open Ended vs. Closed Ended

Conversation Describe

Elaborate

Help me

Show me

Yes or No Does

Did

Are

Do


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Ask for the Business

Take action

Follow through

Don’t give up


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Referrals

Tracking

CRM

Paper


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Referrals

Incentives

Income


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Data Mining

This is about knowing all you can about your client

This is about being able to retrieve that data

Who do you do business with?


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Keep Score

Inspect what you expect

Maintain a goal sheet


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Best Practices

Do a weekly report

Things to do

Quarterly update


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Summary

Pay Attention to What the client Does and Doesn’t Say

Take Care of Business Set and Follow Service Standards

Make Service Sizzle Everywhere including the Drive-Thru

Join the Hunt for New Business


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You Learned

Master the Frontline Essentials

Get Fired Up About Your Job!

Know Your Products – Learn Your Clients

Know Your Lines – What to Say


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Spark Your Stakeholders to Say


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2015 CUWebinarsApril 8th - Best Ever Compliance Checklist for

Consumer Loans

April 16 - Repaying Loans: Cashflow, Collateral, & Personal Guarantees

April 28 - Alert! FFIEC BSA/AML Exam Manual Changes

May 5th - Coaching Sticky Situations and Stinky People

May 14th - Job Shadowing

May 20th - Digital Signatures & Encryption

June 3rd - Handling Powers of Attorney

[email protected]‐831‐0678www.CUWebinars.comwww.ttsTrain.com

It was a pleasure. See you next time!

Honey Sheltonhoney@interaction‐training.com www.interaction-training.com

mastering the art of cross sellingttsmedia.ttstrain.com/cumastercrosssell032415.pdfmastering the art...

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