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Cross Selling: How To Maximize Customer Relationships, Increase Profit

cross-selling-how-to-maximize-customer-relationships-increase-profit
Webinar: ID# 1015116
Recorded On-Demand
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About This Course:
60% of almost every bank’s customers also do business with another bank. When surveyed, they cite a variety of reasons for this, such as: location, convenience, and status quo.

However, through highly-interactive focus groups we have learned the reason why is the customers' perception that:
  • Bankers fail to identify customers’ true needs and propose solutions
  • The customer perceives the banker as not fully understanding a product offering
As such, bankers simply need to change their customers' perception to grow sales and assets at the bank!

Learning Objectives

This webinar will help attendees learn how to develop a process of relationship management which will ensure the customers’ needs are always identified and met. As a result, customers will feel as though they are better served.

This webinar is critical for ever bank, and every banker, that wishes to maximize their business with every customer while creating an atmosphere of Total Customer Satisfaction.

Agenda:

How to protect the customers’ trust
  • What is trust
  • How is trust earned
  • How to manage trust
  • How to share trust
Understanding the customers’ expectations
  • Customers buy from people they like
  • Customers believe people they perceive as expert and credible
  • Customers are most satisfied when their needs have been met by an expert they trust and like
Identify the experts in your bank
  • How to create an expertise database that works
  • How to utilize your expertise database in service to your customers
Transfer Of Trust
  • Understanding conversational clues that reveal opportunity
  • How to match opportunity to expertise
  • Preparing the environment for a Transfer Of Trust
  • Executing the Transfer
  • Temporary versus Permanent Transfers Of Trust
  • Follow-Through
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