Sales Development Solutions for Credit Unions

For credit unions, member satisfaction is the prime driver of sound growth.

With so many financial options for members, member satisfaction requires a proactive, helping approach to service delivery that includes proactive selling from trusted advisors.

I. Sales Management

Sales and Service Assessment

To create the infrastructure necessary to support successful sales and service culture transformation, we provide the industry’s most comprehensive and objective assessment of your current sales and service practices and your best opportunities for growth. Through our unique process of employee surveys, on-site interviews and observations, assessment of supervisors, and off-site review of current sales and service practices, we help you craft an integrated sales and service plan that will substantially improve member satisfaction and increase net income per FTE.

II. Sales Consulting

Sales and Service Process

We help credit unions improve their focus and accountability for sales and service by defining their Preferred Way of Selling® and serving members; creating systematic processes for planning, managing relationships and coaching; and designing performance scorecards and cost effective reward programs.

Field Coaching

To help front-line supervisors and business unit managers reinforce the credit union’s preferred sales and service process, we conduct on-site field visits with supervisors after training to model and coach effective use of best coaching practices. Following our visits, we conduct sales and service plans reviews with senior managers to provide feedback and personalized coaching, and to recommend corrective action as needed.

III. Sales and Service Training

Sales and Service Skill Building

To create consistent sales and service practices across the organization and to get new employees to optimum performance fast, we provide the credit union’s broadest curriculum in sales and service skill building. Courses are designed differently for each sales and service job role and feature practical “how to” content developed specifically for credit unions. These courses are supplemented by custom workshops and the industry’s best trainer training and leader guides.

Core Curriculum:

• Retail Selling
• Strategic Selling
• Optimum Performance Selling
• Referral Selling
• Support Department Service Quality
• Contact Center Selling
• Sales Management Practices
• Franchise Management
• Profiling and Relationship Management
• Branch Teleconsulting
• Front-line Coaching
• Performance Management
• Prospecting
• Behavioral Interviewing for Sales

Service Delivery

To support an organization’s growth, we provide internal service quality metrics, service standards, interdepartmental service agreements, and service quality and coaching courses for support department staff. We also provide direction on member satisfaction and member loyalty for front-line, member service personnel, and consulting on contact center service delivery.

Sales and Service Skill Certification

To provide recognition and accountability for mastery of relationship management skills and to force supervisors to provide specific behavioral coaching to their employees, we provide two levels of skill certification with on-line testing and administration. Our program is the credit union industry’s only sales and service skill certification programs for sales and service professionals.

Sales skill certification provides:

• Accountability for mastery and use of core selling competencies
• Reinforcement of sales training and preferred selling practices
• Motivation to learn, to increase sales and to reach new levels of career accomplishment
• Recognition of achievement, selling competence and use of the industry’s best sales practices
• Recruitment and retention of achievement-oriented salespeople
• Coaching follow-up by sales supervisors

SaleSkill Mastery® is easy to administer and results in demonstrated improvement in sales skills. Key features include:

• Online delivery and administration
• Eight self-study modules for sales and service employees for each of two levels of certification
• Built around sales-related work assignments and skill application in real selling situations
• Successful completion requires passing exams for each module, plus a final certification exam and measured increases in actual sales productivity

IV. Sales Hiring Assessment Tests

Recruiting and Selection of Sales and Service Personnel

To help credit unions hire employees who can sell and service members at high levels of performance and to fit existing personnel to the job roles that best optimize their performance, we provide our nationally validated hiring assessments, the Optimum Performance Profile® and the Service Readiness Profile®.

In addition to scoring individuals on their likelihood of success in key sales, service and supervisory roles, our on-line assessment provides detailed recommendations on how to train and coach each candidate and provides interviewers with a customized interview guide for conducting 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.