I spend a lot of time conducting one-on-one sales training sessions with tellers. I do this to give each teller the opportunity to express their feelings and talk about issues they have with selling. Through these conversations I have found that in many cases, it is what the teller is saying that is causing them to feel uncomfortable, or worse, causing them not to make product referrals at all. I ask them to write down what they usually say when someone approaches them to cash a paycheck, for example. Most times it begins with mentioning a product, and produces a quick “no thanks” from the customer.
