Course Outline

Course Introductions
Summary of the course objectives and methodology
Participants share their personal priorities and objectives

What do clients want from their Bankers?
5 things every client wants from their bankers
5 ways bankers most annoy clients

Introducing your services:
Each participant will be recorded on video giving a 60-90 second summary of why a client should want to do a new piece of business with them

Preparing a client meeting or call
Preparing for a visit
The client call
The 80/20 rule
Active listening exercise

Questioning Technique
Situation questions
Business opportunity questions
Need-reinforcement questions
Resolution questions

Team role play on Managing a Client Relationship
Participants are given a typical scenario of a client, prepare, and role play both banker and client roles. The meeting will be recorded, and feedback given.

Handling objections and closing
Interactive discussion on the benefits of client objections and how to use these to enhance customer relationships and rapport / best practice
Distinguishing the nature of objections when dealing with clients and prospects and learning to classify them in order to deal with them appropriately
The simple art of closing

Exercise on handling objections and closing
Participants are briefed on and role-play a scenario in which a potential borrower objects to a new business proposal
Video feedback
Observing participants offer their feedback as well

Course Objectives

This workshop is suitable for relationship managers at all levels who want to build their skill and confidence in enriching, deepening and protecting existing client relationships.

As a result of attending the workshop, participants will be able to:
Enhance their skills at listening to and picking up clues as to client priorities needs and attitudes
Use a questioning technique that will improve their ability to spot opportunities as well as potential sales hurdles
Deal with and embrace client objections and improve their case effectively