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Interview

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Starting Conversations on Missed Opportunities

Help the team start conversations with clients where they feel they have missed an opportunity previously.

Materials: Flip Chart, Markers
Time Needed: 5 Minutes Preparation; 26 Minutes for Meeting
SME 0508-02

Preparation – (5 Minutes)

08/08/2012

Probing and Closed Ended Questions

Help the team identify when to use probing and closed ended questions.
Have them develop better questions they can ask specific to their positions and roles.

Materials: Handouts (attached at the bottom of this page)
Time Needed: 25 Minutes

08/08/2012

Case Study: Tellers and RSP's

Reinforce to the team:

01/08/2012

Case Study: Shopping Electronics

Reinforce to the team the importance of asking their clients some questions before they begin telling them about a product.

01/08/2012

Case Study: Dead Air

Reinforce to the team that the starting point in all cross selling opportunities begins with getting clients talking and that they should recognize opportunities to do so.

01/08/2012