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
Duration : 8h
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
Duration : 8h
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
Duration : 8h
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
Please note that for environmental reasons no paper version of the training material will be provided for your training. The course material can be downloaded free of charge via your portal before the start of the course (download the Client Portal User’s Guide here ). You will be able to view it on the screen of your mobile device or print it if necessary. If your registration has been made by a training manager of your company please contact him/her so that he/she can give you access to it or send it to you.
Exam
No exam is available for this course.
Contact
For further questions please contact our partner in your country