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#101369 - 07/29/03 02:16 PM
Re: Help with cross selling!
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100 Club
Joined: Jan 2003
Posts: 126
South of Canadian Border
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We recently ran a Debit Card promotion and our #1 sales person was located in a drive-up. Her secret was, as the customer drove up, she would pull their information up on the screen and if they didn't have a Debit/ATM card, she would fill out an app for them and send it through the tube as she gave them her speil. She was wonderful. She had a different speil for each age group, depending on their needs, as I'm sure you did in customer service. Good Luck! Have fun, and I'm sure you will be exceptional.
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#101370 - 07/29/03 08:00 PM
Re: Help with cross selling!
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Anonymous
Unregistered
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That's a good idea! I just wish there was a way to do it without trying Hey and if I do get really good.. I'll look for a sales job and get a house on the lake.. sound good?
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#101372 - 07/29/03 11:15 PM
Re: Help with cross selling!
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Power Poster
Joined: Dec 2002
Posts: 4,619
SC
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Just wondering, does anyone have cross-sales goals for their back room departments (collections, loan and mortgage servicing, operations, etc.)?
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#101375 - 08/01/03 02:36 PM
Re: Help with cross selling!
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Platinum Poster
Joined: Mar 2002
Posts: 945
Kentucky
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Some people just don't have the personality for sales. I happen to be one of them. As T pointed out, lots of banks are forcing their front-line staff to become more salespeople than servicepeople. I know from experience that trying to attain impossibly high goals leads to customers being steered into products that aren't necessarily right for them. There's nothing wrong with cross-selling, but nobody wants to be presented with a hard-sell spiel every time they come in to cash a check.
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Opinions expressed are mine and not necessarily that of my employer.
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#101376 - 08/01/03 04:52 PM
Re: Help with cross selling!
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Gold Star
Joined: Jun 2003
Posts: 484
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Quote:
Quote:
Good sales people do not generally stay in the banking field, they move on
T! I'm thinking your bank isn't high in the sales culture realm are they? I'm an excellent sales person, always being in the top 10% of my states sales when I worked in big banks.
Dawnie - Here's the deal, it's actually not all about you (surprise!), it's about the majority of people out there that do not have your natural gifts and are not being paid to sell, not being trained to sell, don't want to sell and in some cases cannot sell.
But, I must admit, you probably sell refrigerators to the Eskimos up there in your spare time. When someone is good at something, they often think that everybody should be able to do what they do and be happy doing it. That is just not the case in the area of selling services and products. Read some of these posts – you are the only poster that is pro-sales environment in the banking world. But, you are unique and that is just fine with me.
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#101377 - 08/01/03 05:47 PM
Re: Help with cross selling!
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Power Poster
Joined: Aug 2002
Posts: 7,353
Anchorage Alaska
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But T, this is just the reason that sales become such an issue. The folks here saying they don't sell, aren't on the front line selling. They're in back rooms deciding that sales are hard. For many back room staff, sure sales isn't an easy thing. It's not in their personality make up. But with front room staff, they're initially more comfortable chatting with their clients. If they were shy and retiring, they'd apply for a back room job verses the teller job.
It is not all about me (I'll try not to take offence at that remark)...it's about the function of tellers in today's market place. I've worked with tellers who have been on the line for years as well as new tellers and 99% of them had no issues meeting a goal of one referral per hour worked once they understood it's not about pushing products, but about giving good advice to the clients they care for. I have coached and seen referral programs work to the benefit of the staff and the bank and the clients! But they'll never work with senior management taking a stance like you are. Obviously sales isn't your game either, but sales is the name of the game in retail and commercial banking. You can call yourself a lender, teller, private banker or trust professional...but you don't get the deposits or to book a deal without some sort of sales effort.
We all go to work every day for a bank of our choice. If we just once say "It's a great place to work and bank" in a quiet conversation with a friend...we've just started a sales dialog. EVERYONE can sell, but some are more comfortable with it than others. Again, understanding that sales is nothing more than offering our clients the banking services they need, verses what they might guess they need, is sales, on a consultative basis. Doing what's RIGHT for the client in the long run. If you don't do it for your clients...I will, and soon you'll find they're banking with me...sales culture and all, because I happened to mention some options you never thought to bring up because "sales" isn't your gig.
_________________________
Dawn Coursey VP/CRA Queen
CRA Rating is in...Oh who cares...I'm home with the baby.
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#101379 - 08/01/03 06:25 PM
Re: Help with cross selling!
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Power Poster
Joined: Aug 2002
Posts: 7,353
Anchorage Alaska
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I'm totally with ya Comply! That kind of "tag line" sales stuff makes me nuts. A manager once suggested it at a branch I worked at. So (being the smart alec I am) I said to Phil (my 3 times daily client from a large business) So Phil...ya wanna car today? Phil....ya change your mind about that car we talked about this morning? Phil...you sure you still don't want a car since it's after five? Phil thought it was a hoot, and the tag line for all, died that next day
_________________________
Dawn Coursey VP/CRA Queen
CRA Rating is in...Oh who cares...I'm home with the baby.
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#101381 - 08/01/03 08:24 PM
Re: Help with cross selling!
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100 Club
Joined: Jan 2003
Posts: 126
South of Canadian Border
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T & Dawnine - I happen to agree with both of you. Selling can be a cakewalk if you have the right mind set. I've just been in charge of 2 successful promotions and it's amazing how much selling everyone can do if there is a pot of gold at the end of the rainbow. However as soon as the gold is gone so is the enthusiam and the sales. And the inhabitions are back.
And as far as the planning goes. I think we took 2-3 months to plan each promo. We had a representative from Compliance, Marketing, Training, Branch Administration, Branch Managers, Tellers, and New Accounts.
We are located in small town USA and you can't get much more backward than that, but we have competition that is offering everything and if we want to keep up we need to sell.
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#101382 - 08/01/03 08:58 PM
Re: Help with cross selling!
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Gold Star
Joined: Jun 2003
Posts: 484
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Quote:
1) right mind set
2) pot of gold at the end of the rainbow.
3) 2-3 months to plan each promo.
There it is: mind-set, planning, pot of goal!
The mind-set is the most difficult, but money talks.
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#101385 - 08/01/03 11:02 PM
Re: Help with cross selling!
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Power Poster
Joined: Aug 2002
Posts: 7,353
Anchorage Alaska
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You'd be amazed what people will do to win a silly prize in a silly game right there at the branch T. Whenever a competition is at stake, the staff jump right in, even if it's just a coffee card to be won when they fill out their bingo sheet of referrals. My experience was at a big bank, working only 20 hours. We had NO full time tellers and the usual 42 windows with 40 of them empty. I personally worked a four lane drive thru while managing the campaigns. Part of my management in the trenches trainee program at a big bank. You're right in thinking it's hard to put the program in place T. But I'm just saying, the hurdles aren't as hard to get over as people think they are and the rewards don't need to be pots of gold. Putting the line staff in charge of their own referral games can be just as rewarding if everyone buys into the program and understands it's value to the clients. The biggest hurdle that ALWAYS has to be overcome is the idea that we're offering "fries with that" (my drive thru was between the branch and burger king so the memories are making me smell greeze and salt right now) When caring tellers know they're doing something good for their clients, they do it. But...if their bosses think it's all hoey and don't buy into the program, it won't work, period. It's like a lot of things around banking, compliance included, if management isn't whole heartedly into the program and the value of the programs...it's not worth spending time on
_________________________
Dawn Coursey VP/CRA Queen
CRA Rating is in...Oh who cares...I'm home with the baby.
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#101387 - 08/01/03 11:31 PM
Re: Help with cross selling!
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Gold Star
Joined: Jun 2003
Posts: 484
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Quote:
The employee who received the most amount of incentive pay was--------one of our bookkeepers. Things that make you go hmmmmmmmm........
Incentive pay - that's the answer and always will be.
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#101388 - 08/01/03 11:43 PM
Re: Help with cross selling!
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Gold Star
Joined: Jun 2003
Posts: 484
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Quote:
You're right in thinking it's hard to put the program in place T.
That I do - it's equal to a cultural shift and that only comes along if management pays the price - referent example, training, planning, and rewards. I will become a believer when a bank is able to hire a teller strictly on commission, someone that is willing to handle all the "stuff" and sell sufficient services/products to make a good living.
With all the banks you point out that are in the sales mode, how many people out there are just hoping to get one of those great sales jobs - has the word got out the banks are on the cutting edge in sales training, commission, etc.?
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