BUILDING & RETAINING CUSTOMER RELATIONSHIPS – PTS I & II

Delivery Options: This course can be delivered in the classroom or online.

·         ABA eLearning Self-paced online course  (length: 2 hours)
Price: $95 members; $130 non-members  ENROLL NOW

·         Participant's Handbook and Trainer's Guide - Tools for in-house training
Handbook:  Catalog #3004625
$36.75 member; $57.75 non-member
Trainer's Guide:  Catalog #3004626
$95 member; $135 non-member          Publication Order Form

Course Description:  Part I - Process and Strategy
Building and Retaining Customer Relationships—Process and Strategy provides tools on how to start, manage, and execute a sales portfolio. This course explains how to conduct the process and learn the strategies behind the sales portfolio process, from prioritizing clients to making sales calls. It presents sales portfolio techniques and strategies that have been proven effective. Throughout the course, it explains how to recognize, classify, and prioritize clients according to sales potential profiles.  REVISED 2009
 

Part II - Calling on Clients
Building and Retaining Customer Relationships—Calling on Clients explains how to use forms in the sales portfolio and apply other organizational principles. This course also teaches how to plan sales calls or contacts with portfolio clients. The strategic sales initiative in this course allows institutions to increase client satisfaction, promote client retention, and boost sales.  REVISED: 2009

Audience:  This course is most appropriate for banking professionals who currently sell bank products to customers. Participants attending this class should have a working knowledge of their institution's products and services, basic sales techniques, daily planner scheduling and basic tele-consulting skills.

Course Credit:  AIB credit -  0.25

Learning Objectives:

After completing Part I: Process and Strategy, students will be able to:

• Describe the benefits of building and retaining client relationships through a well-managed portfolio
• Identify the steps of the portfolio process
• Set criteria that support sales and client retention
• Assess sales potential of clients
• Group clients in a portfolio
• Establish portfolio criteria that supports your institution's business goals

After completing Part II: Calling on Clients, students will be able to:

• Organize a portfolio to support and track activity
• Plan for starting a portfolio at work
• Prepare for the initial contact with clients

For further information, please call Elisa Legg at 212-297-1679 or elegg@nyba.com.