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Sales & Service on the Frontline: Part 1
December 7, 2017 @ 10:30 am - 11:30 am
Build Rapport, Engage Your Customer, and Take Care of Business!
Every day, frontline and call center agents typically interact with more customers than anyone else. It only makes sense for you to emphasize these key positions when you want to elevate your brand and generate quality referrals that lead to product and service sales. Staff in these positions often struggle with smoothly transitioning from handling a transaction to a needs-based discussion that can lead to a referral or a cross-sell. This two-part webinar series is designed to remedy that!
Responsibility and Ability
Any employee that comes in contact with clients has a critical responsibility. The problem is that this responsibility doesn’t always translate into an ability. This webinar-series makes your frontline staff acutely aware why gaining the knowledge, skills, and attitude is essential to their success.
Training these traits is only the first step. The attitude and skills should be maintained by creating accountability and providing coaching. This perfect combo ensures your frontline staff goes from good to great! Teach your frontline what it means to process accurate transactions while delivering a customer experience that is friendly, engaging, and need-fulfilling!
Every encounter presents opportunities to wow your customer and polish your brand. Customer engagement opens the door to uncover a need not being met. Alert, attentive, customer-focused staff can spot those opportunities and act on them by introducing a new product, upselling a service, or making a referral to a specialist. If the employee doesn’t know how to converse with the customer or feels unprepared for questions about product and service benefits, the conversation most likely will not happen.
Often employees believe that customers don’t have the time to interact. Employees buy-in to the false belief that if their customer needed something they would ask. Research shows us the contrary: customers are almost always interested in learning more about what a brand they know and trust can do for them.
The keys to successful referrals and cross-sells are preparation and curiosity. Preparation involves training and the knowledge of the products your organization offers. Curiosity about the customer leads to engagement that can provide discovery of a life event, need, or problem. An attentive call center agent or a customer-facing specialist can offer a solution or a referral that results in a satisfying match.
|Honey Shelton has more than 30 years of experience as a training and quality improvement consultant for banks and credit unions across the country. Her substantial banking background includes spending three years as Executive Vice President/Chief Retail Banking Officer with a $1 billion south Texas bank. Nationally recognized as an outstanding speaker, over a half million bankers have participated in programs Honey has presented. Her depth of knowledge, enthusiasm, and compelling personality have left a lasting mark on InterAction Training, the firm she founded in 1983.|
|Karen C. Wiehoff has over 30 years of executive management experience. Her career has afforded her in-depth expertise in such areas as leadership, consulting, relationship management, human resources, marketing, and regulatory and compliance initiatives. Before she joined InterAction Training, Karen was the Senior Engagement Manager for a national consulting firm where she partnered and consulted with organizations through strategic planning, change management, and process improvement initiatives.|