Virtual Workshops And Performance Results Network Events
Cohen Brown Management Group
March 8, 2017
Digging Deep Into Probing Questions
Uncovering the known and unknown needs, the current needs, and the future needs of your clients and prospects is the core of a needs assessment. During this session, we will focus on open-ended and closed-ended probing questions and statements that take you to the financial recommendations for your customer or prospect.
Demonstrating kind, friendly, and understanding behavior is a great first step in delivering the best-of-the-best customer interactions. But this session goes beyond as we examine the process that, when used consistently by all tellers in your organization, will give customers a consistent and positively differentiated experience.
“It is never a customer’s or prospect’s responsibility to ask you, to tell you, or to understand anything about financial services, ever. It is your job to educate them.” This session will provide you with the methods to embed product knowledge within the teller.
You have found yourself in the middle of a merger, a restructure, a systems change within your organization. As a manager, how do you deal with employees? How do you deal with your own feelings? How do you deal with customer objections? What opportunities are involved?
Knowing how and when to motivate your team can be a skill that we as leaders sometimes ignore. We let the activities of the day take over, and we take for granted that our team knows we appreciate them. This session will focus on what motivates teams and how to build strength in your team.