Spot Opportunities; Start
Conversations
Cross-selling opportunities are abundant at the branch. Be on
the lookout and the “listen” for cues the customer shares and respond with
prompting questions and/or benefit statements. Always express congratulations
to good news, compassion or regret to tough news. Remember to assure your
customer that you are willing and able to help. Cross-selling is about
helping the customer get what they need. Branch personnel devoted to
customer service will find cross-selling expertise is just another way to take
great care of the customer. Stay alert to the opportunities that come your way
every day.
Create
your own scripts so you are prepared to start conversations and respond to the
needs of the customer. It is easy to help customers get their needs met when
you know what to say!
·
“I just started a new job.”
Congratulations
on your new job! If you are going to have the opportunity to roll-over a
401K from your former employer many of my customers have found our investment
area very helpful. May I introduce you to one of our specialist?
·
“My husband got a promotion and we are going to celebrate this evening.”
What
good news, that is wonderful! Promotions usually prompt a pay increase
and if that is the case for your husband that is even better news. Something to
think about would be to start an automatic debit from your checking account and
move any addition dollars into a savings or investment product so that your
family benefits long term from a pay increase. May I show you how that
works?
“We spent last weekend looking at colleges for our
son who will graduate this year.”
What
excitement that must be for you and your family! I am hearing that from
several of my customers that they have children graduating this spring.
Now is an ideal time to set him up with a student account. That will give
him time to practice managing a checking account and, since we don’t charge for
using ATMs anywhere, that account will work for him wherever he ends up going
to college. Of course, when he is off to college you can easily add to
his account if you needed to; can I introduce you to Julie so she can get that
set up?
“Our A/C went out yesterday and I
am worried sick over what the expense to fix it will be.”
We
specialize in putting an end to worries. If you have the time, let me
introduce you to George Williams, he could talk with you about a line of
credit. If you need money, a credit line is just the ticket for circumstances
just like this. I see he is free and I would like to at least introduce
you, would that work?
Get
busy spotting opportunities and
starting conversations, you'll find you enjoy your job more and your customers are more receptive!
Still
learning,
Honey
No comments:
Post a Comment