For more information on any of these events, e-mail info@cbmg.com.
One-Day PRB Refresher
PRN Teleconference
February 7 8:30 a.m. – 9:30 a.m. PST
The structured selling skills your financial services salespeople learned during Proactive Relationship Banking will diminish without proper reinforcement. Participants of this session will learn how to conduct a one-day PRB refresher in which your financial services salespeople will review the selling skills learned in PRB.
Leading Call Center Facilitator Training
Call Center Solutions Teleconference
February 7 1:00 p.m. – 2:00 p.m. EST
Leading the Call Center Relationship Management Labs (“Leading Call Center”) prepares management for facilitating and leading the Call Center Relationship Management Lab, Parts I and II. This session will help managers to execute effective coaching and training of their direct reports as a means of achieving success in their call centers and to resolve any personal issues that impede managers’ ability to lead employees to World-Standard results in the ever-changing environment of a call center.
Conducting Scriptwriting Clinics
PRN Teleconference
February 8 8:30 a.m. – 9:30 a.m. PST
The steps to scriptwriting are critical to creating language that will convince your clients/members/prospects of your message but will also convince YOU of your message. We will work on these steps and create scripts for some of your most common concerns.
Executive Level Sales Meetings
PRN Teleconference
February 9 8:30 a.m. – 9:30 a.m. PST
Small Business Pre-Call Planning
PRN Teleconference
February 14 8:30 a.m. – 9:30 a.m. PST
This session will discuss how you can position yourself as a “better than the average” Business Banker, as well as improve your results by enhancing your probing questions. Are you really doing it? Everyday? To the best of your ability such that nobody else could step into your position and do it better?
Commitment to Follow Up
PRN Teleconference
February 15 8:30 a.m. – 9:30 a.m. PST
Following up with your clients/members/prospects can be one of the biggest sources of business generation and is the conquest of World-Standard service. The commitment to follow-up is a behavior that must be embedded within each sales-and-service professional.
Coaching to Mini-FiNAP
PRN Webinar
February 16 8:30 a.m. – 9:30 a.m. PST
This session will be presented via Internet webinar. Several Mini-FiNAPs will be presented and, as a team, we will look for coaching opportunities. During the session, we will work on the appropriate scripting to present solutions to our sales professionals as we inspect Mini-FiNAPs.
Leading Breakthrough Service Performance Facilitator Training
PRN Teleconference
February 21 8:30 a.m. – 10:30 a.m. PST
Leading Breakthrough Service Performance comprises the Leadership, Management, and Coaching component of Breakthrough Service Performance. Facilitators will review all necessary components, including how to prepare to facilitate a successful class, the key messages to deliver, and a review of workshop tips. There will be ample time to cover any questions facilitators may have.
Recognizing Life Events
PRN Teleconference
February 22 8:30 a.m. – 9:30 a.m. PST
This session will review the eight most common life events and how do we discover the events, make gracious comments, ask probing questions, create an interest, consultatively close, and follow-up with the client/member concerning the life event.
Positive Communication for Managers
PRN Teleconference
February 23 8:30 a.m. – 9:00 a.m. PST
It is not just what you say, but how you say it that can make a tremendous difference in how your employees and others perceive you. This workshop will discuss how to turn negative phrases into positive phrases so that employees are receptive to decisions, feedback, and information you discuss with them.
It Begins and Ends with the Mini-FiNAP
PRN Teleconference
February 28 8:30 a.m. – 9:30 a.m. PST
How do you start the Mini-FiNAP? How do you make the recommendations? How do you close the conversation? This session will focus on your Introduction and Entry Lines and move to the Recommendations, Follow-Up, Client/Member Orientation Rap, and the Offer to Assist.
Call Center Relationship Management Lab, Part I Facilitator Training
Call Center Solutions Teleconference
February 28 1:00 p.m. – 2:00 p.m. PST
Modules 1 through 8
Part I of the Call Center Relationship Management Lab Series focuses on developing a consultative approach to treating callers and lays the groundwork for service professionals continuing on to sales responsibilities. This session will identify the key messages and workshops in each module to provide future facilitators with step-by-step training on how to successfully deliver the training to sales-and-service representatives.
Time Management – Your Most Valuable Resource: Time and People
PRN Teleconference
February 29 8:30 a.m. – 9:30 a.m. PST
Time and again, our clients state that they don’t have enough of these valuable resources. We can assist you in leveraging what you do have by ensuring that the time is spent on the most powerful actions that will immediately impact results and service quality. Learn key tactics to maximize your time and energy and to assist you in getting your priorities completed.
Providing Coaching Feedback
PRN Teleconference
March 1 8:30 a.m. – 9:00 a.m. PST
Observation without observational feedback is useless. Learn the steps to a successful coaching session, how to handle the obstacles, and how to implement the next steps to improve your team’s skills.
Plans
PRN Teleconference
March 6 8:30 a.m. – 9:30 a.m. PST
Plan your work, and then work your plan. Daily written plans are essential to obtaining World- Standard results. Plans are road maps that provide benefits to the client/member, the employee, and, ultimately, the bank/credit union. This session will discuss the elements of plans for tellers, sales professionals, and all levels of management.
Call Center Relationship Management Lab, Part II Facilitator Training
Call Center Solutions Teleconference
March 6 1:00 p.m. – 2:00 p.m. EST
Modules 9 through 12
Part II of the Call Center Relationship Management Lab Series builds on the foundation of the consultative approach developed in Part I and covers proactive and advanced approaches to utilizing the Three-Step Sales Cycle. This session will identify the key messages and workshops in each module to provide future facilitators with step-by-step training on how to successfully deliver the training to sales representatives.
Meet and Greet
PRN Teleconference
March 7 8:30 a.m. – 9:30 a.m. PST
Your lobby is always full of clients/members, in other words, opportunities. Since opening their accounts, you have not had the opportunity to talk to these clients/members. As you meet and greet these client/members and prospects, you will find potential opportunities. This session will discuss the methods of approaching clients/members and prospects and the hidden clues to look for when greeting them in your lobby.
Coaching Opportunities
PRN Teleconference
March 8 8:30 a.m. – 9:30 a.m. PST
Tracking is vital to the success of our teams. We can ensure that we continue to see improvement if we are reviewing the numbers on a daily, weekly, and monthly basis and taking those statistics to focus on the behaviors that will take the results to the next level. During this session, we will analyze results and recognize the opportunities for coaching.
Breakthrough Service Performance Facilitator Training
PRN Teleconference
March 9 8:30 a.m. – 10:30 a.m. PST
Breakthrough Service Performance introduces process-driven service behaviors for front-line and support staff who will assist in lifting the service perceptions of your external and internal clients/members, driving profits and shareholder value. This session is designed to provide maximum comfort for facilitators of Breakthrough Service Performance. Facilitators will review all necessary components, including how to prepare to facilitate a successful class, the key messages to deliver, and a review of workshop tips. There will be ample time to cover any questions facilitators may have.
Don’t Mention It, Manage It
Call Center Solutions Teleconference
March 13 7:00 a.m. – 8:00 a.m. PT and 4:00 p.m. – 5:00 p.m. PT
Tellers Drive to the Bottom Line
PRN Teleconference
March 13 8:30 a.m. – 9:30 a.m. PST
The U.S. Department of Labor states that there were 608,000 tellers in 2006 and anticipates this number will jump to 689,000 in the next 10 years. Tellers are being trained to identify customers/ members who might want to buy services. This task requires tellers to learn about the various financial products and services the bank/credit union offers so that they can explain them to customers/members and refer interested customers/members to appropriate specialized sales personnel. How to create the awareness will be the focus of this session.
Utilizing Power Triads
PRN Teleconference
March 14 8:30 a.m. – 9:30 a.m. PST
During this session, a checking campaign scenario will be presented, and participants will walk through each step of the Power Triad – Big Five, Scriptwriting, and Objections. In addition, Tag-Ons will be created for the campaign.
The SNAP: From the Greeting to the Close
PRN Teleconference
March 15 8:30 a.m. – 9:30 a.m. PST
The Service Needs Analysis Profile is the tool that allows you to assess your client/member situations and needs. The SNAP allows you to uncover those needs and clarify the expectations of the client/member, prioritize the need, determine when the client/member needs the need completed, and probe about the service the client/member is receiving. During this session we will review the steps to a successful service interaction as well as identify the most common service scenarios.
Why Conduct Business with Us?
PRN Teleconference
March 20 8:30 a.m. – 9:30 a.m. PST
Creating a Differentiation Statement that sets you apart from your competition. This is where you want to go beyond price. An ordinary sales person will sell price first. How do you put it into words that will convince a prospect that you are the World-Standard organization with whom they should do business?
Breakthrough B2B Banking Facilitator Training
PRN Teleconference
March 21 8:30 a.m. – 10:30 a.m. PST
This session is designed to provide maximum comfort for facilitators of Breakthrough B2B Banking. Facilitators will review all necessary components, including how to prepare to facilitate a successful class, the key messages to deliver, and a review of workshop tips. There will be ample time to cover any questions facilitators may have.
Maximizing Referral Generation
PRN Teleconference
March 22 8:30 a.m. – 9:30 a.m. PST
This session focuses on maximizing referral opportunities, the multiple sources for those opportunities, and the best techniques for uncovering referral opportunities.
Improving Your Teleconsulting
PRN Teleconference
March 27 8:30 a.m. – 9:30 a.m. PST
Improve your teleconsulting calls through focused preparation, entry lines that establish credibility and interest, and proper note-taking. These skills will be discussed during this workshop that will enhance your calls. Please bring a current teleconsulting scenario to the call.
Tag, You’re It
PRN Webinar
March 28 8:30 a.m. – 9:30 a.m. PST
This webinar will review the types of Tag-Ons that can be used by tellers and others with client/member contact. The core of the webinar will allow the participants to create Tag-Ons as scenarios appear on the screen.
If You Fail to Plan, You Plan to Fail
Call Center Solutions Teleconference
June 12 7:00 a.m. – 8:00 a.m. PT and 4:00 p.m. – 5:00 p.m. PT
What Sinks the Ship? Top Five Demotivators and How to Avoid Them
Call Center Solutions Teleconference
September 11 7:00 a.m. – 8:00 a.m. PT and 4:00 p.m. – 5:00 p.m. PT
FOFU – Fear of Follow Up
Call Center Solutions Teleconference
November 13 7:00 a.m. – 8:00 a.m. PT and 4:00 p.m. – 5:00 p.m. PT