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CALLING ON SMALL BUSINESS CUSTOMERS
Delivery Options: This course can be delivered in the classroom and
is also a self-paced online course:
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ABA eLearning Self-paced online course
Price: $95 members; $130 non-members ENROLL NOW
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Participant's
Handbook and Trainer's Guide -
Tools for in-house training
Handbook: Catalog #3003779
$36.75 member; $57.75 non-member
Trainer's Guide: Catalog #3003807
$95 member; $135 non-member
Publication
Order Form
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:
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Describe
small business fundamentals including business legal
structures/characteristics, types, needs/expectations, and operating/life
cycles.
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Explain the
importance for planning calls and setting call priority.
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Identify
call situations and associate them with the four call types: Introductory, Profiling,
Presentation, and Follow-up.
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Summarize
and apply the Call Planning Model steps including:
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Identify
internal and external resources for planning calls.
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Formulate
first and second goals for calls.
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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.
For further information, please call NYBA Professional Development at
212-297-1679 or elegg@nyba.com.
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