Part 1 – Planning the Call
Tele-Consulting: Planning the Call provides a planning strategy for professional bankers to prepare to make calls to clients. This course focuses on client profiles that are specific to each client in order to evaluate sales potential. To keep the reason for the calls focused and to make clients feel at ease from the start, this course explores the importance of creating call objectives, scripted introductions and questions.
Part 2 – Making the Call
Tele-Consulting: Making the Call provides a strategy for professional bankers to make calls to clients in the most professional manner possible. It focuses on the unique challenges of telephone sales and the three-step approach to overcome clients’ objections when presenting product features and benefits. This course explores appropriate ways to close the sale using the assumptive close, and six tips for using a system to follow up with clients.
Audience: For Part I and II: Banking professionals who are familiar with the basic sales cycle and who need to plan outbound telephone service and sales contacts with an assigned customer portfolio.
After completing Part 1: Planning the Call, students will be able to:
- Describe the common challenges of teleconsulting
- Identify service and sales potential for existing customers
- Plan an interview that stays focused on the purpose of the call
- Prepare a call invitation to ensure customer participation
- Plan interview questions to verify customer needs
After completing Part 2: Making the Call, students will be able to:
- Establish a rapport and gain customer interest
- Make an effective teleconsulting product presentation
- Use scripts to handle common teleconsulting objections
- Close a teleconsulting contract effectively
- Use an organized follow up system