Course Objective

The aim of the training is to enhance participant’s skills on sales and relationship management. Participants will
gain new knowledge on how to effectively prospect for new customers and how to retain the existing customers

Course Content

• Essentials of SPIN selling (S-Situation, P-problem, I-Implication, N-Need pay off)
• Cross selling
o New products
o Organic growth
o Persistency
o consistency
• Marketing bank products and services
o Services
o The process
o Packaging
o Marketing mix
o Distribution channels
o Social lead
• Negotiation skills
o The process
o Internal
o External
o Route
o Tactics
o Handling objections
o How to close a deal
• How to effectively communicate with customers (written and verbal communication)
• Effective customer care
o Understanding who customers are and customer needs assesment

o Prospect and profile customers
o Importance of customers
o Monitoring the relationship
o Establishing customer expectations
o Onboard and Retaining customers
o Customer calls
• Credit Appraisal(overview)
o Types of facilities
o Purpose of borrowing
o Canons of lending
o Credit sales & marketing
o 5C’s of lending
• The challenges of the Sales Person: Positive & negative experiences
• Data mining to qualify leads and call to action
• Prospect and profile customers

Target Group

Tellers, Cashiers, sales and relationship officers