Consultative Selling

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Consultative Selling

• The solution to selling
• in a highly competitive
• banking environment

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• A few tips about your web seminar today
• LINES HAVE BEEN MUTED
• YOU CAN SUBMIT A QUESTION BY TYPING IN THE CHAT
  BOX AT THE BOTTOM WHERE IT SAYS TYPE QUESTION
  HERE
• THE BOX IS LOCATED AT THE TOP RIGHT HAND CORNER
  OF THE SCREEN
• USE THE DOUBLE ARROW TO OPEN AND CLOSE THE BOX
  DO NOT USE THE BLACK X AS IT WILL CLOSE OUT THE
  SESSION
• WELL TRY TO ANSWER AS MANY QUESTIONS AS POSSIBLE
  AT THE END OF THE WEB SEMINAR. Questions are
  anonymous.
• YOU MAY LISTEN TO THE WEB SEMINAR ON YOUR
  TELEPHONE OR THROUGH YOUR PC SPEAKERS (OR ON A PC
  HEADSET).

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• About Our Guest Speakers
• Steve Aronson is president of High Performance
  Learning. With more than twenty-five years in the
  consulting and training industry, Steve has
  worked with leading manufacturing, hi-tech and
  financial service companies throughout the United
  States. HPL has offices in Boston, Washington, DC
  and West Palm Beach.
• Prior to founding HPL in 1994, Steve was one of
  the original founders of ODI in Burlington, MA.
  Steve helped the company grow to over 40 million
  dollars in revenues, with offices in ten major
  cities. As Senior Vice President, he helped ODI
  to be recognized as one of the INC 500 fastest
  growing privately held companies in America.
  Steve received his undergraduate degree and MBA
  from Boston Universitys Graduate School of
  Management.

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• Wendy J. Barnes is a Senior Level Consultant and
  Facilitator with High Performance Learning, Inc.
  She has over twenty years of experience as a
  corporate executive, consultant, and trainer,
  with a strong background in sales, sales
  management, customer service and leadership
  training. Prior to joining High Performance
  Learning in 1998, Ms. Barnes was Vice President
  of Corporate Training and Development for Glemby
  International, where she was responsible for the
  development and implementation of all sales,
  retail, customer service, and management
  training, overseeing 20 corporate trainers and
  185 divisional trainers worldwide. Previously she
  worked as a Senior Trainer and Internal
  Consultant for Manufacturers Hanover Trust Co.,
  Inc., and earlier as an individual, group, and
  family therapist for several federal programs.
  Ms. Barnes has been a keynote speaker for a
  number of national conferences, most recently
  speaking on issues of internal customer service
  to a Special Interest Group of the American
  Society for Training and Development
  (ASTD). Wendy has an M.S. in psychology from
  Indiana University and a B.A. from Franklin and
  Marshall College.

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• About High Performance Learning
• Since 1994, High Performance Learning, Inc. (HPL)
  has provided consulting services and training
  programs to more than three hundred hi-tech,
  financial service and manufacturing clients. We
  have 25 senior level consultants and trainers
  located throughout the United States, who conduct
  more than 50 different training programs.
• To mention just a few clients who have
  successfully implemented our Workshops for
  Banking
• Middlesex Savings Bank
• Century Bank
• Brookline Bank
• Salem Five
• Bank of Canton
• NMTW Credit Union
• Clinton Savings Bank
• Country Bank for Savings

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• HPL Training Programs for Banking
• Consultative Selling
• Delighting Your Customers
• Leadership Management
• Process/Lean Improvement
• Behavioral Interviewing
• Conflict Resolution
• Time Management

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Consultative Selling

• The solution to selling
• in a highly competitive
• banking environment

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Consultative Selling

• During the past 20 years, not only have great
  changes taken place, but competition in the
• banking industry has grown exponentially!

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Customized Workshops

• ? Branch Mangers Loan Officers
• ? Assistant Mangers and Head Tellers
• ? Customer Service Reps and Tellers

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Module 1 Overview

• By the end of this module you will be able to
• ? understand a customers decision-making process
• ? explain the fundamentals of consultative
  selling
• ? understand key challenges to successful
  consultative selling

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Your Consulting Role

• ? partnering with your customers
• ? sharing your expertise
• ? collaborating to solve their
• problems and address their needs

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Module 2 Skills

• By the end of this module you will be able to
• ? establish trust and credibility with potential
• customers
• ? utilize effective communication skills
• ? understand the psychology behind selling

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Relationship Drivers

• D ependability
• R esponsiveness
• I ntegrity
• V alue
• E xpertise

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Customers can fear . . .

• . . . salespeople
• . . . being lied to
• . . . making bad decisions
• . . . embarrassment
• . . . debt

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Consultative Sales Process

• Pre-Planning
• ?
• Opening the Sales Call
• ?
• Probing Uncovering Priorities
• ?
• Providing Solutions
• ?
• Closing Gaining Commitment

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Module 3 Pre-Planning

• By the end of this module you will understand the
  importance of
• ? using a Sales Call Planner for planning a sales
  meeting with a prospective customer
• ? having good product knowledge
• ? familiarizing yourself with forms and brochures
• ? understanding a customers account computer
  screen

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Module 4 Opening

• By the end of this module you will be able to
• ? establish positive first impressions
• ? plan and deliver effective sales openers that
  gain the customers attention and involvement
• ? apply the 3 Rs (rapport, reason, reaction) to
  an actual prospect

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Module 5 Probing

• By the end of this module you will be able to
• ? understand the five categories of
  product/service needs
• ? use various questioning methodologies to
  uncover priorities and motivate the buyer
• exploratory
• uncovering needs/priorities
• impact analysis
• what-if

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Customer Needs/Priorities

• P erformance
• R elationship
• I mage
• D elivery
• E xpense

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Module 6 Solutions

• By the end of this module you will be able to
• ? define and differentiate between features and
  benefits
• ? relate benefits to customer priorities
• ? support benefits with visual aids
• ? interpret and handle customer feedback

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Module 7 Closing

• By the end of this module you will be able to
• ? understand when to bring sales meeting to a
  close
• ? gain a customers commitment to move forward
• ? utilize several closing
• ? effectively follow-up a sales meeting

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Closing Strategies

• Low Value Sales High Value Sales
• Ask for Sale Propose commitment
• Assumptive Technique to next step
• Presumptive Choice I
  suggest.
• Urgency Technique I
  recommend..
• I advise.

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Selling Against

• the Competition
• By the end of this module you will be able to
• ? differentiate yourself from the competition
• ? apply strategies for challenging the
  competition
• ? employ value-added selling

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Manager Modules

• ? Developing Leads, Networking, and
• Qualifying Prospects
• ? Getting an Appointment and the Cold Call
• ? Coaching for Improved Performance

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Module Teller Tips

• By the end of this module you will be able to
• ? recognize customer need cues
• ? effectively make referral

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• QA
• For Additional Information Contact
• E-Mail steve_at_hplinfo.com  or jennifer_at_hplinfo.co
  m
• Call us at 508-877-3600
• www.hplinc.com 
• High Performance Learning, Inc.
• 53 Flanagan Drive Framingham, MA 01701