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Training You Can Bank On®

Sales Training

The most complete training program of online modules to instruct your staff in the sales process.

The Customer Experience™ is a complete training program of online modules to instruct your staff in the sales process. The Customer Experience™ will be uniquely customized by TRC Interactive to incorporate your terminology and logo so it has the ‘look and feel’ of your very own training program. Each module includes audio, videos, graphics, animation, and special effects that will engage and involve your employees so the user experience is the best. As a result, they will have higher retention and improved sales performance. Modules include: Right Place-Perfect Position, Your Unique Customer, Adjusting Your Style, Being Professional, The First 10 Seconds, Gaining Insight, Focused Listening, Offering Solutions, Overcoming Objections, and Closing and New Beginnings.

The Personal Experience Guide accompanies each module. The Guide will reinforce the module presentations and will include Review Text, a Personal Journal, Interactive Exercises, Professional Tips, and a Social Media component.

View a demo of our new
Customer Experience
training solution here

Frequently Asked Questions

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Our sales training addresses organizational attitude toward selling financial products and positions feedback based on feelings-level attitude of learner.

Challenges learner to apply new skills in everyday life, not just sales situations

The course unveils the opportunities and challenges of building relationships with customers/clients/members by providing skill-building blocks through realistic customer/client/member sessions.

The course is designed to recognize personal levels of skill strength, identify areas of skill improvement, and position feedback based on feelings-level attitude of learner.

Our course mostly focuses on interactivity and application. It builds learner skills through video modeling, realistic practice and demonstration, and interactive exercises, all for the purpose of placing the learner in a realistic situation.

The course will initially identify areas of strength and of skill improvement, building on the learner’s existing experience through realistic customer/client/member sessions. Video modeling, realistic practice and demonstration, and interactive exercises are just some of the teaching methods that the course uses.

Throughout the whole course, the course tracks and measures all progress, setting your staff on the path to increased confidence and action.

Our course integrates the financial institution’s guiding principles, branding, mission, vision, and policies to guide learner skill application with the customer/client/member. Additionally, with feedback adjusting based on personal situations, the course is the fastest way from skill to application.

Course Summaries

Click on a course to view details.

This module is designed for anyone interested in learning about how to enhance skills to address the needs of the bank’s customer.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the need for effective sales personnel based on increasing competition among financial institutions
  • Describe the importance of the role of a sales person as a consultant to prospects and existing customers
  • List four basic skills common to all successful sales people
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This module is designed to show the Customer Service Representative no two people are alike and each has his/her own unique needs.

Objectives:

As a result of completing this program, you will be able to:

  • Recognize all customer prospects are unique
  • Recognize customer financial needs vary with circumstance, age, and other factors
  • Identify how to factor an individual’s needs into your approach
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This program is designed for anyone interested in learning about how to change your style, depending on your customer’s style.

Objectives:

As a result of completing this program, you will be able to:

  • Recognize each customer’s unique style
  • Adjust appropriately to match different customer styles
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This module is designed to show the Customer Service Representative how to present himself/herself professionally, with enthusiasm, and with integrity.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the importance of physical appearance plays in communicating with customers
  • Create positive impressions with customers by projecting enthusiasm and integrity
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This module is designed to show the Customer Service Representative how to build credibility and rapport and gain expertise.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the importance of establishing immediate credibility and rapport with customer s and prospects
  • List the steps that will help you quickly establish credibility and rapport with others
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This module is designed to show the Customer Service Representative how to control the outcome of the customer experience and what types of questions to ask.

Objectives:

As a result of completing this program, you will be able to:

  • Explain the importance of questioning skills in uncovering customer needs and controlling the outcome of the sales process
  • Define purposes of four basic types of questions and when they are used in the sales process
  • Create good examples of each basic type of question
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This module is designed to show the Customer Service Representative how to listen versus hear and the skill of listening.

Objectives:

As a result of completing this program, you will be able to:

  • Define listening versus just hearing
  • Employ three techniques to enhance listening skills
  • State three important benefits of listening
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This module is designed to show the Customer Service Representative how to make recommendations, the preliminary steps, determining what customers want, expressing benefits, and the power or recommending.

Objectives:

As a result of completing this program, you will be able to:

  • Understand the importance of summarizing and confirming a customer’s need before recommending a product or service
  • Explain the difference between the features and benefits of a product or service
  • Compose an effective recommendation statement based on customer needs, and the features, benefits, and underlying desires satisfied by a product or service
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This module is designed to explain the customer reaction, how to clarify an objection, and how to resolve an objection.

Objectives:

As a result of completing this program, you will be able to:

  • State the proper steps to take prior to suggesting a resolution to a customer objection
  • Choose an appropriate approach to resolution of an objection from several acceptable techniques
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes

This module covers how closing is easy and how to provide a pleasant conclusion to the interaction with the customer.

Objectives:

As a result of completing this program, you will be able to:

  • Identify either of two closing techniques and how to react to various customer responses
  • Identify customer relationship with an appropriate wrap-up of sales session
Audience:

Management and Supervision, Tellers and Other Personnel

Approximate Course Length: 30 minutes