In these difficult economic times, it is even more important to keep that competitive edge.   Our company just completed mystery shops at a variety of Midwestern banks.  What we found is that for most, it's business as usual.  Read the five situations we found, and see if they seem a bit too familiar.  If you want to put your organization on a stronger, competitive footing, then consider sales training to turn business as usual into excellent service and superior sales.

1. The personal bankers only sell the product that the customer comes in for along with the usual 'package.' For example, when the shopper customer asked for a checking account, the personal banker only sold one checking account with the add-ons like Bill Payer, overdraft protection, Debit/ATM card. Opportunity missed: additional products and services.

2. The personal bankers only asked two or three questions to ascertain the appropriate product. Would anyone else be on the account? Who is 55 or better?  And the opening amount.  Opportunities missed: how the account is used thereby perhaps discovering if there is credit card debt which could be consolidated with a bank card or a home equity line of credit or if there is going to be a major purchase thereby selling a mortgage, consumer loan, etc.

3. No follow up. Not one of our shoppers received a follow-up call to check on a decision made or identify additional opportunities or to touch base thereby providing excellent customer service.  Opportunity missed: A chance to show you value the customer.

4. When a shopper customer called the bank, the teller attempted to answer the question. Unfortunately, since most are not trained in the latest changes in products or even the features of the products themselves, misinformation was given. Opportunity missed: if the personal banker handled the inquiry, correct information would be provided and more importantly, the customer would be invited to come into the bank to discuss products and services, establish a relationship.

5. One drive-up teller learned from the shopper that he or she had a large dollar amount in the checking account, and properly invited the shopper to come in to discuss ways to make more money. The shopper responded saying that a major purchase was in the plans, and teller simply said, "OK." Opportunity missed: suggesting that there might be ways to make the purchase AND make more money, then re-suggest sitting down to talk.

When a customer actually comes in or calls, do you really want your staff to ‘blow it’? These tough times call for every person in retail and in commercial to capitalize – in a soft, consultative way – on every single opportunity. No one can afford to miss a chance! Retail and commercial staff members need constant on going training and review. They need timely objective data on how they are performing, not merely information on the final monthly numbers. This way the managers can coach them on how to improve and hone their skill. The sales staff needs ideas and refreshers to keep them on their toes. The customers need to be canvassed regularly to check on how the staff is performing.

An opportunity missed is such a waste! We don’t want you to miss any opportunity!

For more information, contact:
MSM Michaelene S. Mikus Consulting Group, Inc.
Specialists in Enhancing Service & Growing Sales
762 Wedgewood Drive - Suite 202 - Crystal Lake, Illinois 60014
Office 815.444.9016 FAX 815.444.9017 Email: msmikus@ameritech.net