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Relationship Building Culture May 2007 Chh Short

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HugoHark

Brief intro to a sales program designed to inrease Credit Union\'s penetration in protecting loans with Life and Disability coverage at time of sale.

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Creating a Relationship Building Culture! Previously known as; Creating a Sales Culture. Presented By: Chris Harkness
1915 Today Overview: Not a NEW concept ! 92+ years the CU has thrived on relationship building Treat people right, meet or exceed their financial expectations and they will continue to do business with us and tell their friends and family to do business with us.
2007 & Beyond Preview: Its okay to ask questions; Its okay to think for the member; Its okay to make suggestions we are the experts; Its not okay to assume we know a members needs; We might painstakingly avoid calling it SALES but thats what it really is.
I Will Provide Excellent Service - CUCF 1996-2007 Enter Your Navigant Values But, Excellent Service will still RULE !
Simple Philosophy If you make a sale you earn a commission (incentive smile - ???) If you make a friend you earn a fortune. Ancient Chinese Proverb NO Jeffrey Gitomer Sales Guru
Our Members are Our Friends , Friends dont leave friends; Friends trust friends; Friends expect friends to give them expert advice; and They expect us to make sound financial suggestions on what to do, when they are in front of us. Weve Always Been Making Friends
Purpose of Extended Friendships In conjunction with CMGs Lender Development Program, is the creation of a Goals structure; Branch and Departmental goals Clearly $$ is not the sole motivator Forging a new way to inspire staff while also rewarding our members through Value Added services & products CMG = CUNA Mutual Group
Expectations & Accountability Along with Goals comes expectations. Thats NOT a bad thing That which is not measured, does not grow. Anonymous Quote from a Sales Training Program that stuck GOALS will be real, attainable and fall within our Big Picture (or BHAG) growth plans; We will maintain High Service standards We will expect referrals, share success stories and elicit testimonials.
Others Will Benefit From Goals? The Usual (Front Line Sales Staff) plus Back Office Tellers Members & Credit Unions Assets
A Navigant Sales Approach?
Have Fun ! This is a minor attitude adjustment; Embrace CMG Lender Development; Think of the Benefits to the Member; Super Serve Thats something weve always done so well since 1915; Educate, Inform & Empower Members to make sound financial decisions with our expert guidance. Wrap Up!

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Relationship Building Culture May 2007 Chh Short

  • 1. Creating a Relationship Building Culture! Previously known as; Creating a Sales Culture. Presented By: Chris Harkness
  • 2. 1915 Today Overview: Not a NEW concept ! 92+ years the CU has thrived on relationship building Treat people right, meet or exceed their financial expectations and they will continue to do business with us and tell their friends and family to do business with us.
  • 3. 2007 & Beyond Preview: Its okay to ask questions; Its okay to think for the member; Its okay to make suggestions we are the experts; Its not okay to assume we know a members needs; We might painstakingly avoid calling it SALES but thats what it really is.
  • 4. I Will Provide Excellent Service - CUCF 1996-2007 Enter Your Navigant Values But, Excellent Service will still RULE !
  • 5. Simple Philosophy If you make a sale you earn a commission (incentive smile - ???) If you make a friend you earn a fortune. Ancient Chinese Proverb NO Jeffrey Gitomer Sales Guru
  • 6. Our Members are Our Friends , Friends dont leave friends; Friends trust friends; Friends expect friends to give them expert advice; and They expect us to make sound financial suggestions on what to do, when they are in front of us. Weve Always Been Making Friends
  • 7. Purpose of Extended Friendships In conjunction with CMGs Lender Development Program, is the creation of a Goals structure; Branch and Departmental goals Clearly $$ is not the sole motivator Forging a new way to inspire staff while also rewarding our members through Value Added services & products CMG = CUNA Mutual Group
  • 8. Expectations & Accountability Along with Goals comes expectations. Thats NOT a bad thing That which is not measured, does not grow. Anonymous Quote from a Sales Training Program that stuck GOALS will be real, attainable and fall within our Big Picture (or BHAG) growth plans; We will maintain High Service standards We will expect referrals, share success stories and elicit testimonials.
  • 9. Others Will Benefit From Goals? The Usual (Front Line Sales Staff) plus Back Office Tellers Members & Credit Unions Assets
  • 10. A Navigant Sales Approach?
  • 11. Have Fun ! This is a minor attitude adjustment; Embrace CMG Lender Development; Think of the Benefits to the Member; Super Serve Thats something weve always done so well since 1915; Educate, Inform & Empower Members to make sound financial decisions with our expert guidance. Wrap Up!