Pay close attention to the fundamentals every time you greet someone and you will increase your odds of being able to sell. I feel that I've been doing well, and learning a lot, but recently my boss has brought it to my attention that I'm falling behind on selling credit cards and making referrals on a weekly basis. Altering the job of your most visible employee clearly has implications for your retail organization structure. And that applies to new technology on the front line. Fabrizio/Fortuna Marketing & Communications for Banks & Credit Unions. Commercial lenders that practice scripting are on average 50% more likely to close loans and the loans that they do close tend to be more profitable for the bank. But when tellers become sellers, should they follow the same set of steps? Filed under: Uncategorized | Tags: bank sales training, sales in credit union, sales training for tellers, teller coaching, teller sales training |. Which products can tellers sell and which should be reserved for sales platform staff and branch managers? Based in Montclair, N.J., he can be reached at [email protected]. ATMs, or other self-service technology, can be programmed to take the deposit, analyze the customer’s profile for signs of “next product needed” and promptly explain its benefits to the customer. If tellers are sellers, how does that change what new accounts people do? Just as clearly, it means providing tellers with more skills, and that’s where many banks tend to start. She earned her bachelor's degree in English from Brigham Young University. Change ), You are commenting using your Google account. Copyright 2020 Leaf Group Ltd. / Leaf Group Media, All Rights Reserved. You can break that down to give yourself the number you need to complete each day or each week. Roennevig holds a Bachelor of Arts in journalism from the Surrey Institute and a postgraduate diploma from the National Council for the Training of Journalists at City College, Brighton. What might otherwise sound like a simple change to a job description is actually a significant strategic initiative. And yet it has probably never been more important for your branches to operate at peak efficiency. What Are the Duties of Outbound Customer Service Representatives? - Make sure your tone of voice is upbeat and cheerful. The product itself does not matter to any customer, it is the end result that the customer “buys”. - Stand tall – it will make you look more professional and confident. Tellers must understand the differences in each product the bank offers, as well as how the customer benefits from the product. “Tellers must do more than transact – they must also sell!”. Don’t sell. ( Log Out /  Loan products allow them to get things sooner than they would if they had to save up for them. How will your measure change? Save them money. Even the most seasoned commercial lenders with years of experience can benefit from drafting and practicing a sales script. What does it mean for future recruiting and for our managerial pipeline? This blog is only intended to provide general education about the banking industry, leadership, risk management, and other related topics and is not intended to provide any specific recommendations. It may work once in a while but only when you get lucky and happen across someone that has the problem the product you are pitching solves. In banking, as in every other industry making do with fewer people, those staff remaining will have to make a greater contribution to revenue. If your tellers are cross-selling products directly, you may want to only pay out on deals that go through. Make sure you look like it. Tellers have more personal contact with members than any other job function and many credit unions believe in harnessing that face-time as part of an integrated sales and service strategy. We disengage and sales resistance goes up, especially when we come in the next time – if we come in. Is it stressful? At this stage, the lender already has a good idea about the content of the final LOI. We are, after all, talking about growing revenue from current resources. In the opening and introduction, the lender provides a reason for the prospect to meet. The proposal discussion step allows you to assess the borrower’s receptivity to your proposals one at a time. So yes, tellers, by whatever name, must sell. 235 Bank Teller Sales jobs available on If you recognize a repeat customer and form a professional relationship, he's likely to listen to your recommendation than if the recommendation were coming from a teller with whom he's never transacted business. BAI © 2020 All rights reserved. I've been with my bank for about 6 weeks now and I'm still doing my training course, and finally getting mostly comfortable on cash. How will this change alter the customer experience? Security Service Federal Credit Union ($6.7B, San Antonio, Texas) is one such example.. If the bank is on a paper referral system, have the basic information filled out and ready for when you do make a referral. With today’s low rates, this could be an appealing feature for your future business needs.”  The lender has already decided that this would be a good feature for the borrower and will try to include it in the LOI. From the customer’s point of view, this friendly teller who handled transactions efficiently is now doing something else and taking more of their time – which they didn’t expect. Here are the top tips and strategies for bank tellers to be more effective at selling: Don’t underestimate the power of the 1st impression. Banks should consult their professionals and fully explore any opportunity and risk referenced herein.”. Most of us put up a wall. They revamped their “branches” and converted them into “stores,” with each store having two job families: the store manager and Universal Associate (UA). - Dress the part. They don't have time or easy access to the systems that profile customers to really create connections." South State Bank and CenterState Bank, N.A. The cost of database technology/customer relationship management (CRM) has decreased dramatically, enabling even community banks to drive next-best sale prompts and other scripts to the front line with great results. A customer with an adjustable-rate mortgage might be interested in taking out a fixed-rate deal. Remember, the client is in to do a transaction. Some banks pay for each referral given out, and others pay only if the customer actually signs up for the product. Here are the top tips and strategies for bank Chris and the team at CenterState Bank are out to highlight in this blog the best of community bank performance. Understand that people do not buy products; they buy solutions to their problems.