Sales Process Solutions for Credit Unions
Sales Consulting for Credit Unions
Sales and Service Practices Assessment
We provide the industry’s most comprehensive and objective assessment of your current sales and service practices and your best opportunities for increasing sales, improving member satisfaction, and increasing member loyalty and profitability.
Through our unique process of employee surveys, on-site interviews and observations, assessment of sales supervisors, review of sales and service practices, and analysis of your member relationship data, we help you craft an integrated sales and service plan that will substantially grow the depth and profitability of your member relationships.
Sales and Service Process
We help you improve your focus and accountability for sales and service by defining your Preferred Way of Selling® for each business unit; by creating systematic processes for sales and service planning, selling and coaching; and by designing performance scorecards and cost-effective reward programs that support your sales and service culture.
Sales Coaching and Sales Plan Reviews
To help your branch, call center and department managers reinforce your preferred sales process, we will conduct on-site sales coaching visits with sales supervisors after training to further develop the effective use of best coaching practices. During these visits, we will also assist managers in implementing sales planning tools, conducting effective sales meetings and developing personalized coaching plans for each employee.
Following our visits, we conduct sales plan reviews with your senior managers to provide feedback on the credit union’s progress and recommend next-step action as needed.
Sales and Service Training for Credit Unions
To create consistent sales and service practices across your organization and to get employees to full sales production fast, we provide the credit union industry’s broadest sales and service training curriculum.
Courses are designed differently for each service, sales and supervisory role in the credit union from tellers to MSRs, lenders, call center and small business development. Each course features practical, “how to” content developed specifically for credit unions.
Service Delivery Standards
To support high performance sales and service delivery, we help you establish internal service quality metrics, service standards and inter-department service agreements, and we offer service quality and coaching courses for support department staff. We also provide direction on member satisfaction and member loyalty metrics for sales and service personnel and consulting on contact center sales and service delivery.
Sales Hiring Assessment Tests
Recruiting and Selection of Sales and Service Personnel
To help you hire employees who can sell and also provide great member service, and to fit existing personnel to the job roles that best optimize their performance, we provide the financial industry’s best validated hiring assessments, the Optimum Performance Profile® and the Service Readiness Assessment®.
In addition to scoring individuals on their likelihood of success in key sales, service and supervisory roles, our online assessment provides detailed recommendations on how to train and coach each candidate and provides interviewers with a customized interview guide for conducting effective behavioral interviews.
In addition to hiring assessments, we provide consulting on recruiting and on development of hiring scorecards, and we provide training on behavioral interviewing.
