|
AIB - CALLING ON SMALL BUSINESS
CUSTOMERS
Course Description:
Calling on Small Business Customers teaches students how to plan
effective calls with small business clients. It begins with an
exploration of small business fundamentals including business legal
structures/characteristics, types, needs/expectations, and
operating/life cycles. Students then learn the Call Planning Model
steps, and practice applying them with fictitious clients. After completing this course, students will able to plan
calls with a high degree of skill and confidence.
Audience:
Bank personnel responsible for face-to-face small business customer
calls.
Learning Objectives:
After completing this course, students will be able to:
-
Describe small business fundamentals including
business legal structures/characteristics, types, needs/expectations,
and operating/life cycles.
-
Explain the importance for planning calls and setting
call priority.
-
Identify call situations and associate them with the
four call types: Introductory, Profiling, Presentation, and Follow-up.
-
Summarize and apply the Call Planning Model steps
including:
-
Identify internal and external resources for
planning calls.
-
Formulate first and second goals for calls.
-
Strategize actions for calls including: opening a
call, asking questions, responding to objections, and closing a
call.
Prerequisites:
There are no prerequisites for this course. This course builds on the
student's experience and skills in using a needs-based selling cycle. A
basic knowledge of business/consumer products and services would also be
helpful.
Course Credits:
AIB credits - 0.25 ;
CEU credits - 0.5
Delivery Options:
This course is available in the following formats:
|
