Sales and Service Training

Stellar Performance Training and consulting offers a comprehensive four-phase consultative approach, developed in partnership with Niki McCuistion and McCuistion Productions, to help financial institutions successfully implement a sales and service culture. Through each phase, you have ownership of the structure by working with us to build a program tailored to produce targeted results.

The project phases are:

• Investigative Phase — In collaboration with your senior management team we identify the areas of opportunity and concern that exist within your organization.
  
• Participative Design & Development Phase— Management work sessions, review findings, clarify objectives and tailor training curricula.
  
• Implementation Phase — Conduct actual training and/or specialized programs.
  
• Follow-Up and Train the Trainer — Assure application, problem-solve and reinforce.

With your input in the Investigative Phase and Participative Design and Development Phase, we identify and develop training modules and/or specialized programs that best meet your unique needs. We also assist with strategic planning to build a sustainable sales and service culture through executive leadership which includes:

• Energizing the corporate mission, vision and values as the basis for a vibrant sales/service culture and employee buy-in and morale.
  
• Identifying training and development objectives based on current performance.
  
• Developing training and management programs that help reach sales objectives.
  
• Designing ongoing leadership, managerial and team processes for measurable growth in sales and service.
  
• Implementing information technology best practices to enhance cross-selling.
  
• Creating employee growth and development programs guided by the principle that “our people are our greatest asset.”
  
• Developing a personalized, executive leadership development plan with ongoing coaching, training and feedback.

Stellar Performance Training offers four comprehensive training modules and two specialized programs designed to help financial institutions achieve results at all levels through the ongoing development of a relationship selling and service culture. We provide service, sales and executive level training. Modules and programs can either stand alone or be used sequentially, depending on your unique needs.

Module I: Developing Strategies for a Sales and Service Performance Culture

• Develop communication skills and rapport building techniques.
• Build needs/assessment skills and the art of maximizing referrals.
• Cultivate self assessment skills and build confidence through product knowledge and consumer surveys.
• Define the significance of long term relationships between consumers and the institution.
• Learn to analyze competitive offers and products, and identify and leverage distinct product strengths.
• Understand and activate the teamwork referral process, and master the art of gaining consumer commitment.
• Comprehend and respond to consumer concerns and objections.

Module II: Sales Leadership; Coaching and the Implementation Process

• Develop independent, creative thinking for decisive action in problem solving.
• Define and implement a sales and service culture.
• Study and implement leadership traits.
• Explore methods for changing employee behavior through coaching and counseling.
• Learn to use a competency assessment to map employee growth programs.
• Study the art of coaching for success.
• Discover the power of setting goals and cultivating individual responsibility.
• Utilize a coaching goal sheet, and conduct sales and planning meetings that motivate, inspire and grow profits.

Module III: Service Strategies; Supporting the Internal Sales Process

• Develop customer service philosophy as a team.
• Define the characteristics and processes for developing a successful sales/service culture.
• Master techniques for turning complaints into service opportunities.
• Hone the art of communication.
• Evaluate the performance of telephone representatives.
• Develop quality customer service, based on responsibility and accountability.
• Understand referrals as key to enhanced relationships and company fiscal growth.

Module IV: New Business Development; Strategies to Acquire and Retain Relationships

• Provide greater services and products to existing consumers and businesses.
• Learn to use database marketing, segmentation and marketing intelligence to identify target markets and generate “actionable” leads.
• Sharpen knowledge and skills of prospecting— what’s involved, when to do it, how to be most effective.
• Learn the critical skills of pre-call planning and research.
• Build confidence in making sales calls by building rapport, and asking qualifying questions.
• Prepare to handle objections and gain commitment.
• Master steps for follow-up and building long-term partnerships.
• Discover how to use special events and community relations to build credibility and open doors.

Specialized Programs:

Train the Trainer

• Identify training needs and objectives at all levels within the institution.
• Track improvement of training skills through critiquing and evaluating practice sessions.
• Formulate training plans and budgets.
• Understand the use of role play and other interactive training tools as central to ongoing education.
• Learn methods for running effective sales meetings.

Mystery Shopper Direct

• Complete analysis of in-branch sales and service levels.
• Measure training efforts and integration of learned skills.
• Executive Summary submitted of your branch network’s strengths and weaknesses.
• Customized retraining efforts focused on shopping results.

Deposit Direct Account Acquisition Training

• Review the background of the Deposit Direct account acquisition program.
• Understand the comprehensive direct mail campaign.
• Learn to manage and utilize a free gift program.
• Utilize effective role playing exercises to secure commitment, leverage alternate opportunities, and confidently handle concerns and objections.