Course Description:

This course introduces the relationship selling process. Participants will practice selling skills and techniques, which support a customer needs-focused sales approach.

Audience:

Any branch personnel involved with in-branch sales. Participants attending this workshop should have a working knowledge of their institution’s products and services.

Objectives:

At the conclusion of this workshop participants will be able to:

• Describe what customers expect from their bank
• State key differences between product-based selling and needs-based selling
• Identify the six steps of the relationship selling process
• Use sales skills and techniques to successfully move through the sales process:
  • Use rapport-building skills to set a relaxed, professional climate
  • Ask probing questions to identify customer needs
  • Match product/service to customer needs
  • Script feature and benefit statements
  • Respond to common customer objections
  • Close the sale
  • Follow up
• Identify techniques to effectively sell against the competition

Note: Introduction to Relationship Selling is printed on demand as ordered. The Participant’s Handbook(s) and Trainers Guide may not be returned to ABA.

Participant’s Handbook  © 2006/rev. 2011
Catalog # 3007347
$73.50 List Price / $47.25 Members

Trainer’s Guide 
Catalog #3007348
$135 List Price / $95 Members

To order, please complete and return the ABA Book Order Form to CBA.