Christmas Cross Selling Made Easy

This is the perfect time of the year to pick up the pace for cross selling.  Everyone is busy, has gift giving on their mind and appreciates someone that shows interest in them.  

Sometimes we avoid cross selling because we just don't know what to say.  Try some of these scripting ideas:

            “Mrs. Reed, any special plans for the holidays?”

Their answer could lead you to exploring the gift of a savings account for grandchildren or a line of credit to manage holiday expenses.

“Good to see you, John, I've been meaning to ask you about activating the rewards benefit on your account.  It’s a great way to build up points you can use on purchasing tools or gifts, are you ready to start earning those points?”

Anytime you have an offer that saves the customer money or provides additional benefits engage them by asking or offering benefits related to the offer.

“Mrs. Wilson, I noticed on your commercial checking account you don’t have our online, easy, and affordable payroll service.  I want you to have this information; others like you tell me this service has saved them time, stress and bookkeeping services.  May I have a payroll specialist call you about automating your payroll?

“Mr. Leland, are you aware I can waive your small business checking account fee each month when you open a commercial savings account with an automatic transfer of at least $100 each month?  It’s a great deal, saves you money every month meanwhile you’re stashing away extra cash for the unexpected!  Can I sign you up?

Convenience is everything to the customer.  Like you they like fast, easy, convenience products and services.  Turn the customer on to the products you have to offer that are of maximum convenience.

Happy Holidays!

Still learning, 

Honey

Thoughts on Coaching Others

I think of all the training engagements I have had the good fortune of presenting the management/supervisory training is the most rewarding.  My training with the William Glasser Institute was life altering for me and I have stay committed to teaching and sharing what I learned.  Here is a page from one of my manuals on coaching others that is founded on Glasser's Choice Theory:

Rules of the management road:

• You can't make anyone do anything
• No one changes anything until they see the good in it for them
• Everyone wants to be highly regarded
• All behaving is the person's best attempt in the moment to feel good

The Manager’s Job

As much transparency as possible and kind truth telling are key to gaining the respect and trust of your staff.

Tell them who you are, what you stand for, what you will ask them to do, what you will not ask them to do, what you will do for them or with them and what you will not do for them.  You act as a mirror observing performance and providing feedback.  You spark self evaluation with your staff to encourage them to clearly see what is working, what isn't, what they want and what's involved in accomplishing goals.

Coaching and counseling is a powerful approach to developing employees.  Coaching focuses on improving job skills, knowledge and encouragement.  Coach employees on new techniques to make their job performance improve or when regulations change, for instance.  Counseling centers primarily on issues of attitude, motivation, or people skills.  Use counseling to show an employee how different approaches can make him/her more effective in dealing with customers and coworkers.

Coaching and counseling are focused on bringing out the best in others.   Because frequent coaching provides open communication and ensures ongoing feedback, employees generally value the approach.  Ongoing coaching takes all the surprise out of performance evaluation and provides a vehicle for the employee to clearly understand expectations.. 

Coaching and counseling are useful tools in building cohesive relationships and teaching empowering behaviors that improve overall satisfaction with all the stakeholders; customers, coworkers, employees and management. 

Still learning,

Honey Shelton

http://www.interaction-training.com

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Our circle of Influence

We all have circles of people with whom we interact.  All of those people can be influenced…influenced for good or influenced for bad by our actions, words and attitudes.  We teach our children to watch out for peer influence but then we may forget we are influential to others our whole life.  We all have someone in our life we can look up to and people who look up to us.  We have our family – our innermost circle. We have a circle of those we see every day at work.  Those are the ones in our inner circle.  We have a circle of people we see less frequently. Those are on our outer loop.  Some of those we choose but many in our circles are not chosen but just landed in our circle because they are related or happen to work with us or our children play ball together. 

Your words, actions and attitudes do make a difference.  Have you ever noticed how experienced professionals can lower the heat in a volatile situation with a few words?  Learn the art of Exemplary Leadership is an article I wrote that talks about how to positively influence naysayers. 

Download this article for free at www.interaction-training.com

Still learning,

Honey Shelton

http://www.interaction-training.com/

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Respect Boundaries, Stay Real

 

Time wasting is an ongoing abuse in the workplace.  As a manager, you have the power to call the plays of the game.

You'll be the one who most often tips the first domino that sends many others falling down.

When you schedule meetings give thought to the impact your request has on others.  Employees have their own plan for the day in full swing and are often thrown into a frenzy to accommodate a meeting request at the last minute.

Start and stop meetings on time.  Let people know you expect them to be on time and they can count on you to be as well.  If the agenda isn’t finished by the time the meeting is scheduled to end then brainstorm with all attendees the best way to address unfinished business rather than assume it works to run the meeting later than planned.

Think it through when you schedule early in the morning and late in the day meetings.  Working parents have to contend with day care hours, football practices and school start and stop times.

Likewise, stay real about the flexibility that will be needed for employees with home and family obligations.  Concerns that come with aging parents, an emergency or life changing events like a wedding or a funeral are going to require consideration and accommodation in the workplace.  The demands of successful parenting will be complimented by a flexible schedule when employees want to make it to their kids’ school plays or sporting events. 

Managers who are considerate and caring about real world events and issues for employees can also be taken advantage of so it’s more than fair you expect mutual respect when it comes to special requests.  Teach the staff not to overdraw their privilege account and show that you are always willing to work with employees that take pride in not taking advantage.

Make Success Your Goal

To find success in this life, help others find success.  In our selfish hearts we often think we need to push others out of the way and claw ourselves to the top to find success.  But true, meaningful, sleep at night kind of success is found in helping others along the way.

That's how you treat your customers. You have to find a way to give more than you take.

To succeed, learn all you can about your job, your company and your co-workers (not gossip, who they truly are).   When you ask, most people are anxious to share a bit about what makes them tick.  We can get so busy that we view people as obstacles to our to do list.  So we don’t take time to hear from them.  Make a point today to find a little bit more about someone you know but don’t know well. 

Still learning,

Honey Shelton

http://www.interaction-training.com

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Thank a Veteran

www1.va.gov/opa/vetsday/

Today, November 11, is the day set aside to honor our veterans. In my church our pastor recognized our veterans and they received standing ovations. That is how it should be. I’m humbled to think of the scores of men and women who have put their lives on hold to defend freedom in far parts of the world. I googled Veterans day and found a site full of information on this day and other American traditions. Below find a few of the things the site explains. Learn about what has been done throughout our nation’s history to uphold our freedoms and help other countries enjoy those freedoms as well.

The Origins of Veterans Day -- World War I ended on November 11, 1918. On the same date three years later an unknown soldier from that war was buried at Arlington National Cemetery. November 11 eventually became the date when America honors all who have served the United States in war.

* The History of the Purple Heart Award -- It is one of the most recognized and respected medals awarded to members of the U.S. armed forces. Introduced as the “Badge of Military Merit” by General George Washington in 1782, the Purple Heart is also the nation's oldest military award.

* The Flower of Remembrance -- Learn how a simple red flower came to symbolize a perpetual tribute to those who have given their lives for the nation's freedom.

* The Story of Taps -- Based on a French signal to end the soldier's day, the melancholy bugle call now is also heard at military burials and memorial services.

* Arlington National Cemetery -- America's best known national cemetery still buries service members and some veterans.

* The United States Flag -- How "The Stars and Stripes" design has changed since 1776.

* The Pledge of Allegiance -- The words, and how they are delivered, have changed several times since 1892.

* "The Star-Spangled Banner" -- Francis Scott Key's poem and a British tune became the national anthem.

* "Old Glory" -- The story behind the affectionate name for the U.S. flag.

* The Origins of Flag Day -- The Continental Congress established the basic design of the U.S. flag on June 14, 1777, but many years passed before America officially observed National Flag Day.

* Guidelines for Display of the Flag -- Do's and Don'ts to correctly show respect for the national banner.

Don’t let this day end without thanking a vet for their sacrifice.

Still learning,

Honey Shelton

http://www.interaction-training.com

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Continual Improvement

I never have understood those who want to go to work and do as little as possible. Or those who want to stay home and do nothing. I’d go crazy. I need to be busy. I travel an insane amount of time training in many states. The busyness helps me appreciate my downtime all the more.

When you work with some one who aims for middle of the road or worse yet has total apathy towards work, it can be quite easy to catch the lazy bug…or feel bitter that you are carrying their load. Just as their laziness can be contagious, so can your enthusiastic approach to work. Resist the urge to get bitter… instead keep getting better. The only person we can change is our self. When we work towards improving our self, others will notice. Hopefully they will recognize the contentment you find in putting in a good, productive, positive day of work.

Far and away the best prize that life offers is the chance to work hard at work worth doing.” Theodore Roosevelt 1903

Still learning,
Honey Shelton

http://www.interaction-training.com

CHECK out our website, sign-up for our free newsletter and follow our blog and shop in the store, FREE training tools!

Free Stuff

I offer free training materials through my web store. I enjoy training and am always looking for ways to pay it forward. You can’t know how to improve something unless you know what is not working. I have developed many surveys that will help a bank or credit union supervisor find weak spots in their customer service.

Here’s a list of free stuff up at my web store right now: The Teller Observation Form, The Drive Thru Teller Form, Customer Management Form, Training Diagnosis Survey, Supervisor Self Evaluation Survey and the Team Effectiveness Survey.

Take a moment and download some or all of these free surveys. Use them and encourage your co-workers towards excellence. They will enjoy their work more thoroughly when they do their job with excellence. Customers will recognize the improvement. Everyone comes out ahead.

Still learning,
Honey Shelton

http://www.interaction-training.com

CHECK out our website, sign-up for our free newsletter and follow our blog and shop in the store, FREE training tools!

Training Adjectives

I am honored and humbled when one of my client’s writes to tell me their experience in one of our training courses. I have been training for a long time and sometimes wonder if I am as effective as I used to be. One of my “non-financial” clients wrote this about us:

“Versatile, customized, powerful, humorous, effective, thought-provoking - those would be the adjectives I would use to describe the training services and coaching we’ve engaged InterAction to provide for almost 20 years.”

Cindy Marion,CEO

Marion, Montgomery, Inc.

Is the training you are getting in your workplace impactful? I know humor is very powerful and thankfully God gifted me with an ability to be light-hearted as I present messages that impact the workplace.

Next time you decide to set up some training for your employees, co-workers and associates give me a call or shoot me an email. If I don’t think Interaction Training is the right solution I will give you tips on how to decide on who/what would be most effective for you.

Still learning,

Honey Shelton

http://www.interaction-training.com

CHECK out our website, sign-up for our free newsletter and follow our blog and shop in the store, FREE training tools!

Training Needed

Not everyone needs the same training…but everyone needs training.

I’m not that young, young at heart yes, but when I count my years I realize I’ve been riding around this planet many decades. So I can sometimes feel like I’ve learned all I need to learn. In fact, there’s plenty of stuff I know that I’ve not put to practice as yet.

I’ve been a trainer for many decades as well. So you think that of all people I would feel I’ve learned all I need to learn... but it ain’t so. I google a lot because I need more information on this or that. I’m intrigued by the bookstore and the library…so many words I’ve not read. I’m motivated to keep my brain active because I’ve read that helps stave off Alzheimer’s and dementia. There are many reasons to keep on learning, keep on seeking training to advance your career, expand your mind and be inspired by the stories of others. So I challenge you to find fresh and interesting ways to work out your brain muscle.

I’m in the process of producing training CD ROMS and making some training programs available by download on our website of some of the most popular courses I teach.

Sign up for my email newsletter; you’ll get my newsletter and I’ll send you a line when a new product hits the store.

Still learning,
Honey Shelton

www.interaction-training.com

Check out our website, sign up for our free newsletter, follow our blog and shop in the store, FREE training tools.

Why I Blog

I started this blog a bit ago but am now purposing to actually post more often. The reason I started to blog is to encourage my clients in their endeavors to build the best workplace.

I’d also like a little interaction from those who have been in my training.

I am starting to produce more products for my web store. Tell me what you’d like to see there.

I travel quite a bit, training mostly in banks and credit unions, but much of what I teach is applicable in most any industry. One of my best abilities is in answering tough questions about work situations that aren’t effective.

So send me a question you have and I’ll answer it on my blog. I will send testimonials from time to time from great people who have benefited from the training I offer. So feel free to comment on any of my blog postings, tweet or Facebook me. The great thing about social media is the conversations that ensue.

Still learning,
Honey Shelton

www.interaction-training.com

Service Check Up... How Are We Doing?

Best Practice #1

“How are we doing?” needs to become the mantra of your culture. Express and demonstrate a high desire to know what the customer has to say about your business. Seek and create opportunities to ask that question. It’s the groundwork that must be laid to know where you need to improve, it's the lead up to asking for a referral, and it’s the very best way to remind a satisfied customer what they like about doing business with you.

Designate days at the company as “Gotta Know” days. There are two types of “Gotta Know” days – one will be when you collect feedback from customers calling or coming in; the other will be targeted outbound calls to select groups of customers. Circle three days of the month’s calendar that are designated as ask the customer coming in days and three others that are call the customer days.

Prepare a simple survey postcard for incoming customers to complete and mail back or drop in a box before they leave. When a customer calls in, you can ask if they’d be willing to answer a few questions about the quality of the call and complete the survey with the customer on the phone. When you acquire a new customer, let them know there is a strong possibility that they will be contacted or asked from time-to-time to offer feedback; explain the “How Are We Doing?” program.

All Customer Contact personnel including the Call Center employees need to be trained to follow guidelines when requesting feedback from the customer. Make it a priority that everyone understands the importance of not leading the customer to say what we want or expect them to say.

“How are we doing?” You must find your way of finding out the answer from your customers. One time I had a client tell me, “Not sure I want to know, we’re accustomed to believing our own story. That idea scares me!” I applauded his honesty and told him to get busy and adopt this discipline and he did. As it turned out, reality wasn’t nearly as bleak as he anticipated. He has had great success celebrating the positive feedback and has found out about disappointments and customer issues he knew nothing about. You can’t change anything you can’t see.

Next week I’ll talk about what to do with the feedback and more on customer service best practices.

Want a sample survey? Email me honey@interaction-training.com.

Had Your Bell Rung Lately?

"THESE PEOPLE DRIVE ME CRAZY!" How long has it been since you've said that? How long have you been the topic of someone else’s "Drives Me Crazy" list? We have all been there, that's for sure. When we find ourselves thinking or saying these people drive me crazy, there’s no doubt our bell has been rung!

This is a topic that is near and dear to me since I used to hang out in the driving me crazy lane a little too much. It's a stressful place if you're there very long. I am well acquainted with the bell ringing and so is everyone else who manage other people! Or works with the public! Or attempts to live with other people! Or drives in traffic!

So here's what I found out. Everything I do is motivated by my conscious or unconscious belief that it's in my best interest. The issue becomes – okay, just how do I learn what is and what isn't in my best interest? The key is gaining and maturing the knowledge I use to self-evaluate and self-correct.

I have learned a great deal about self-evaluation and self-correction techniques. I was taught by the masters - William Glasser, MD, and Bob Wubbolding, EdD - a process duped WDEP. The acronym stands for:

• Wanting - what do I want?
• Doing - what do I need to do to get it?
• Evaluating - is the want good for me? Is what I am doing helpful?
• Planning - what will be my plan to get what I want?

Both men are accomplished authors. Dr. Glasser is an internationally recognized psychiatrist who is best known as the author of Reality Therapy, a method of psychotherapy he created in 1965 and that is now taught all over the world. Dr. Wubbolding is the premier teacher and practioner of this theory. I completed the Glasser Institute's three-year program and obtained certification in Reality Therapy several years ago. I teach WDEP every opportunity that comes my way.

A big want we have is to build and sustain successful relationships with others. Most of us that manage others or who parent children or any one of us that wants to excel in key relationships are seeking tools and information that will help us succeed.

You can purchase my recorded workshop - approximately 2 hours in length for $195 - and add some power tools to your quest to master having successful relationships with others! For more information or to order:

honey@interaction-training.com

Hang up your bell!

Sales Success for Banks and Credit Unions

Sales Success…

Enormous Dependency on Training, Tracking and Leadership

Today's financial institutions want sales from the business development team. The frontline, branch managers, lenders and call center personnel all have sales responsibilities that you cannot afford to ignore. And, if your offer trust, treasury management, investments, insurance and mortgage, you have to obtain buy-in from all areas to funnel referrals to these income-producing areas.

You won't get what you want unless you first provide what is required!

What is the formula for sales success? It starts with planning and next moves to training. The frustration and disappointment will be huge if you don’t create plenty of both.

No one is comfortable doing something they don’t know how to do. Very few of us are comfortable doing something we rarely do. And, if we are expected to do something we aren’t well trained to do and that isn’t tracked, encouraged and celebrated, you can count on your sales team floundering.

Well-done training is a must. The training curriculum must include all aspects of key selling techniques. That includes the entire how to - from profiling who needs what to setting appointments. Without training and tracking, the sales team will overwhelm you with excuses and complaining. Excuses and complaining are popular deal killers when you try to implement a consistent, meaningful sales culture.

Everyone expected to contribute to business development must be well-trained and held accountable. Momentum and traction come with putting all the pieces together, and it starts with training.

Sales expertise must gain the same importance as compliance, accounting, deposit operations and loan processing. It’s a well known fact that compliance officers must have ongoing training, leadership and accountability! And, exam outcomes are tied to the compliance officer’s performance review. What would you say about a financial institution that didn’t track every aspect of the lending function and outcome? You’d say it is a reckless and poorly run company!

Any change, expectation or new technology that is to be implemented successfully will be seriously dependent on project management and training. The transition will be painful and morale will hit the ditch when planning and training are ignored or done poorly, no matter the circumstance.

All of the training on our magnificent planet is regrettably not going to improve your sales metrics if you don’t know what those metrics are, what they should be, and whether or not you’re moving in the right direction. You want to assess and measure before and after the training to gauge effectiveness.

Want more discussion on this topic? Tune into a free webinar on Tuesday, April 20 at 2 PM CST. Go to http://www.nsscorp.com/Performance%20Improvement%20Exchange.htm to sign up!

Don’t miss this FREE opportunity to explore training solutions that can boost sales at your organization.

honey@interaction-training.com