Getting tellers up to speed to sell

There are challenges associated with getting new people up to speed and the “when and how” of introducing sales process concepts.

Here’s what we know about most new people:

1. They have a steep learning curve ahead of them.
2. They can feel overwhelmed with learning the technical aspects of the job.
3. They initially lack confidence in speaking to members about products or needs.
4. They usually come to the job with a clean slate and no bad habits.
5. They should know that “proactive sales and service” is a big part of their job.

The normal progression of training is usually:

1. Orientation – Company philosophies.
2. Technical aspects – Procedures / Banking Systems / Programs.
3. Product knowledge.
4. Sales process.

Tellers have the greatest client contact so we need to make sure that they can be proactive in their conversations as soon as possible. Many will feel that they need to be product knowledge experts before they can start a conversation. This is a misperception. In order to make an effective referral they only need to know the basics of the product category and who or what situation would make it appropriate. We can inject this “sales concept” earlier – right in their product knowledge training:

1. Instead of just features and benefits, link the product to “who needs it?” and “what client situation does if solve?”
2. Link in their mind the product with: “how would I know someone needs it?”

Many times within a very few weeks the new frontline person is speaking with clients – maybe being shadowed by a more experienced staff member. Nevertheless, they are having conversations with clients. This is the time to introduce the concept of “purposeful chit-chat”.  You want them to get to know the clients and build the relationship. Make sure they know that it is most valuable to get to know about the client in the areas of FAMILY / OCCUPATION / RECREATION / FUTURE. Changes here may mean changes in financial needs.

Timing of introducing sales concepts to their training: If the first time we coach them on pro-activity in sales and service occurs after their 90 day probation, we miss the opportunity to catch someone who will be resistant to sales and become a future coaching headache!

Start by training them in the sales process right away. Online training programs like Fusion’s Introduction to Selling Skills for Service People is an easy, time efficient and inexpensive way to get the new teller up to speed in the sales process. You can get the best results from the Fusion On-Line Training Modules if, as a coach, you actively reinforce the content module by module instead of reviewing only on completion (There’s only 7 modules). On-line can’t facilitate role play (practice) so you need to give them that opportunity to make the concepts come to life and in their own words. The on-line program resource material has some great coaching questions – use them!