More training this morning. This time, in addition to working on “before” and “after” scripting to learn to talk about the benefits of products and services, rather than the products and services themselves, we also discussed obstacles to selling.
The number one obstacle for tellers is their perception that “selling” means pressuring someone to “buy” something they don’t want or need. Let’s face it, nobody wants to sound pushy, or to make someone else feel uncomfortable. That is not what selling banking services is all about. In fact, “selling” bank services isn’t selling at all; it’s really an educational process. If products and services are presented in such a way that the benefits of the product are discussed, rather than the product itself, many times the education alone is enough to create a need and a sale.
No one “buys” Bill Pay; but they do sign up for a more convenient, cost-free way to pay their bills. Nobody buys Direct Deposit either, they sign up for the safety and convenience of having their checks automatically deposited for them. And, no one buys a CD; they invest their money with the expectation that they will earn a reasonable amount of interest. It’s the EFFECT of the product, not the product, that consumers respond to.
People appreciate being educated on products and services that the bank or credit union offers. They want to know how their financial institution can make their lives easier.
So, if your tellers are still pressuring people to sign up for Bill Pay or Direct Deposit instead of pointing to how these services can save them time and money, most will feel like a used car salesperson, and your customers will want to run out of the branch as quickly as they can, because if it feels like selling, you’re doing it wrong.
Contact Karen Karen@SterlingMiller.com 978-582-7338
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