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Banking employees cannot be expected to excel in product referrals and cross-selling if they haven’t been given the proper training that teaches banking-specific skills and techniques in a way that they can best learn and apply in a practical setting....

A common challenge that is brought up when we coach credit union and bank supervisors/managers is that some of their frontline staff members struggle with asking that final, closed-ended question when referring a product to a member/customer.  Even when the frontline staff member has a solid handle on their product...

A few years ago we presented a panel discussion at the Great New England Credit Union Show to provide valuable insight on ways to help credit unions significantly improve employee performance. The title of our presentation was “The 6 Essential Components to Increasing Employee Productivity and...

Your brand starts with your team! What do they think of your company's product mix? Do they use your services? Would they recommend your products and services to family and friends? Would they wear your logo on a shirt out in public or just to do yardwork?  ...

You’ve heard it a thousand times…”I can’t possibly cross-sell at the drive-up window!” “Everyone is in a rush.” “They’re always on their cellphones.” “If they wanted to talk about products and services they’d come inside.” Negative assumptions like these become all too commonly accepted in a...

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