Best Sales and Service Practice for the Frontline

Presented by:
Honey Shelton

This webinar is designed for financial institutions that are serious about becoming a world-class sales and service organization. When the customer walks in, drives up, emails, or phones the organization starts racking up points for or against tightening up the relationship.

Aimed at the frontline staff - tellers, CSRs, call center personnel, account managers, branch managers - Way to Go! teaches participants how to excel at what they do, what is expected of them and what the customer wants from them! Honey Shelton is your instructor for this fast-paced program. She brings 30 years of experience as a banker, a motivator and a consultant on how to implement strategies, standards, and training that will help your bank raise the bar when it comes to sales and service.

In order for your institution to have a service advantage in your market your staff must be aware, alert and well-trained about how to get the community talking about the friendly experts at your organization. Tune into this program and get your staff talking about how to accelerate service and sales like the pros you expect them to be. Everyone - your customer, your staff, and your community will be saying Way to Go!

Put Way to Go! to work at your branhes and your competition
will be saying what are they doing over there?

What We Will Cover

1. Master the Essentials - Appearance, Organization, Skills
2. Get Fired Up About Your Job - It's More Fun, More Satisfying!
3. Know Your Products - Learn Your Customers
4. You Don't Use It - You Will Loose It
5. Know Your Lines - What to Say
6. Timing - Pay Attention to What the Customer is and isn't Saying
7. Take Care of Business - Phone, Email and In-person
8. How to Make Service Sizzle in the Drive-Thru - It's the Little Things
9. Join the Hunt for New Business - Bundle, Seek and You Will Find It
10. Listen for Opportunities - Ask GREAT Questions
11. Best Ways to Grow - Referrals and Cross-Selling
12. Keep Score - Know How Well You Do Your Job!

Who Should Attend
All frontline personnel, frontline supervisors, trainers and managers will make excellent use of this material. Any staff person being considered for a frontline position will appreciate the head start.

VIEW A 10 MINUTE SAMPLE
(requires Windows Media Player and IE).

About the speaker:  Honey Shelton
Honey Shelton brings the best of both worlds to her training sessions. Today as Executive Vice President of Texas' second oldest independent bank she oversees retail operations, marketing and training, therefore enabling her to see up close what is happening in the trenches. Plus, she has the depth of knowledge that comes with twenty years experience as one the nation's leading seminar presenters. As the founder of Houston based InterAction Training Systems, Honey has provided training to over a quarter-million professionals.

Honey began her career in the banking industry. Prior to founding ITS, she served as Vice President of Marketing and an Executive Committee member for a major holding company bank in The Woodlands, Texas. During her 15 years in banking, Honey began developing a passion for training others to succeed.

As a graduate of the School of Bank Marketing from the University of Colorado, she realizes the value of quality education. Honey invests time as a faculty member for banking schools around the country. She is a repeat presenter for most of the state banking associations and credit union leagues around the country.

Honey continues in her own personal pursuit of excellence. She has obtained certification in Reality Therapy from the William Glasser Institute and the Training and Development Certification Program at Texas A & M.

• Complete presentation (including slides and audio)
• Written Materials
• Follow-up Q & A

You have the right under this license agreement for this CD-ROM to use this presentation on a single-workstation. Use on a network is in violation of the copyright agreements. CD may be used by multiple users at a given institution but may not be placed on a network or in any other multi-user environment.