Sales and Relationship Management Sales is part of every job today, internal and external. This curriculum will orient you on sales and relationship management, a very important aspect of business – one that going forward, will help you in your career. This serves as an introduction to sales, relationship management and the importance of both in banking and services. Instructor: Xavier Jenkins Hours: 3.0 Level: Core Type: Online Video Course Live Discussion: Yes Language: ENG

1. Sales and Relationship
Management
An introduction to Sales, Relationship
Management and the importance of both
in banking and services

2. Program Introduction
• Why is this module important?
• Today, sales isn’t isolated, it’s everywhere
• It’s part of every job, internet or external

3. Program Overview
Track One: Introduction to Sales
1. Sales? A definition and the Truth
2. Where do you fit in?
3. The Right Mindset / The Right Skills
4. Your Unique Selling Position
5. Analyzing Your Market Opportunity
6. Competitive Analysis
7. The Sales Process
8. Great Meetings
9. Closing (Options, Pricing,)
10. Success Principals
11. Success Metrics
12. Recap
Track Two: Relationship Management
1. What’s Relationship Management?
2. The New Truth
3. Why is it important?
4. Relevance to banking
5. Internal and external importance
6. Principals of building positive
Relationships
7. Steps to the process
8. Principals to managing negative
relationships
9. Steps to the process
10. Relationship Best Practices
One Program, Two Channels
Bonus: Networking for success

4. Where do you fit in?
Consultative/Solutions/Enterprise
Direct/Professional/Product/Services
Inside/Transactional/Consumables
Strategy
Skills
Sales Cycles
Preparation
Product
Knowledge
Experience

5. Sales: By Definition
• There are limitless variations of what sales is.
• Opinions, mostly negative, outnumber definitions

6. The Right Mindset/The Right Skills
• Attitude is EVERYTHING
• Are you selling, telling or sharing?
• We share what we’re excited about
• We solve problems

7. Your Unique Selling Position
Simple interactions: three part process
Our Product
has…
Which allows
you to…
And that
means…

8. Your Potential: Market Analysis
• Measuring Opportunity
• Targeting the Right Buyers
• Prioritize those buyers whenever possible
• Categorize and Conquer
– B to C: Incoming traffic
– B to B: Outgoing efforts
• Specialize, if possible

9. Know Your Competition
• What are your advantages?
• What are your weaknesses?
• What else can be turned to your advantage?
– Higher price as an advantage?
– Higher commitment as an advantage?
• Never offer what doesn’t matter
• Learn what matters by asking questions
• Offering too much too soon kills trust

10. The Sales Process: Overview
• Sales process?
• Why is it crucial?

11. The Sales Process: Steps
The Close
Pricing/Buying Requirements
Offer Buying Options
Demos (if applicable)
Presentation
Questioning
Research

12. Two Types of Questions
Open Questions: Gain Info
• How are you planning
retirement?
• How would you use 20,000
airline miles?
• How would you use our
business account services?
• Who’s handling your
investment services?
Closed Questions: Yes or No
• Do you have a 401K account?
• Do you have a savings account?
• Are you in a Rewards Program?
• Do you have a business
account?
• Do you invest in stocks?

13. Presentations
• Presentations illustrate
– Capabilities
– features and benefits
• Deliver only after prospects agrees there’s
something to see
• Tailor it to what they expect to see/Set those
expectations
• Present challenges as benefits

14. Holding Great Meetings
• Pro Tip: You and your product are being evaluated
• Posture, attitude, “connect-ability”
• You have control. Use it for what you want
• Want info? Ask questions.
• Want to establish
• Open ended

15. Effective Demos
• Demonstrations are Proofs of concept
• When there isn’t a product to demo, try
– Visuals: comparative chart, checklist
– Analogies: “It’s like….”
– Stories/Testimonials: “Another client said”

16. Sales Metrics
• You can’t manage what you don’t understand
• Metrics map out
– The perfect day
– The best sales cycle
– The ideal consumption of a territory
• They should evolve constantly
– What you learn changes what you do
– Results expose the need for correction

17. Review of Sales and Sales Process

18. What is Relationship Management?
A practice aiming to create a partnership between the
organization and its audience rather than render the
relationship merely transactional.
– Makes Consumers more likely to buy what the business
offers.
– Helps business find new products/services and identify
potential challenges to be fixed.

19. • Only 37% of brands received good or excellent
customer experience scores in 2012
• 64% of brands got an “OK”, “poor” or “very poor”
rating
• 89% of consumers switched to a competitor after a
negative experience
Relationship Management is Crucial

20. Nature of Banking Relationships
• Can be short or long
• Can be positive or negative
• Frequently neutral/negative
The skill to add positive is valuable. It will power
your sales efforts and career advancement

21. How it Applies to Banking
• Customer-facing banking employees are in
position offer the bank’s most obvious
product: advise and guidance
• Poor relationship skills eliminates your
chances of
– Recognizing opportunities
– Taking advantage of those opportunities

22. External Relationship Management
External Relationship Management
• Customers are busy
• They come with info
• They talk. Be ready to listen
• They don’t always believe you. Stay true.
• They do their own research/Don’t lie
• What they do matters
• They will talk about you. Let them be your
best source.

23. Internal Relationship Management
Internal Relationship Management
• Co-workers are busy
• They know their jobs
• They talk, be ready to learn
• They don’t always believe you. Prove it.
• They actually know the score. Be honest.
• What you do matters. Own it.
• They will talk about you. Be your best
source.

24. Positive Relationship Management
Principals
• Treat your customers right – genuinely interact
• Continuously learn from customers
• Always listen: Allows you to Handle different
customers appropriately
• Anticipate customers needs
• Treat customers as partners to increase your value

25. Positive Relationship Management
Principals
• Increase trust by being open about change, good
or bad
• Be transparent and honest
• Follow through on commitments
• Remember the customer is always right
• Say thank you. Kindness overcomes errors

26. Steps to Managing Relationships
• Identify the problem
– Listen
– Empathize
– Repeat/clarify
• Identify and Offer solution
– Get agreement on the solution
• Monitor Results
– Keep commitment if you’re part of solution
– If not, check on them after the fact

27. Principals for Managing Negative
Relationships
• Allow the customer to “get it all
out”
– Interrupting says I don’t care
– Beware of non-verbal and body
language “tells”
• Choose positive wording/tone
wherever possible
– Here’s how we can help
– I’d be happy to assist
– When needed, clarify as a way to
interrupt
• “Let me see if I understand”
• “Wow. That must have been…”

28. Principals for Managing Negative
Relationships
• Practice seeing the other
perspective.
– “I understand what you’re saying.”
– “I know you feel”
• Never over-react or make it
personal
– It’s all that’s remembered, even if
you fix the problem
• The “WIN” is in resolution, not in
being right
– Win the point, lose the customer

29. Steps to Resolving Negative Situations
• Identify the problem
– Listen
– Empathize
– Repeat/clarify
• Identify and Offer solution
– Get agreement on the solution
• Monitor Results
– Keep commitment if you’re part of solution
– If not, check on them after the fact

30. Review of Relationship Management
• It’s a process
• It’s the basis for good customer engagement
• Businesses suffer when they get this wrong
• Key to banking relationships
• Key to your personal success
• Positive and negative relationship
management are very similar
• It separates you from the masses

31. Review of Sales and Relationship
Management Training
• Sales is everywhere
• Attitude determines success
• Manage yourself by process
• Always be learning