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2010 Education Calendar 2010 Exhibiting & Sponsorship Opportunities

"In-Bank" Training Resources

With the increasingly competitive job market and high unemployment rate, the importance of maximizing the value of your bank employees has never been more critical. The MBA can help empower your employees through education and training. If you want to educate all of your bank staff or even a department, one way to accomplish this is to bring a instructor into your bank. This is an effective and economical method of educating your staff. Could your staff benefit from sales and customer service training, front-line fraud prevention education, or issues regarding bank robbery?

The MBA has arranged for several instructors to provide this training at your bank. Following is an outline of what can be covered in each of these sessions. They are intended to last 3-4 hours, but can be customized to meet your educational objectives. Other education offerings are available. Just let us know your educational needs by completing this form and we will provide you with the program that will meet your objectives. Please contact Angela Vermeersch at 517-342-9057 for more information.

Building a Sales Culture

• The Sales Paradigm Shift in Banking
• What's Out and What's In for Banking
• The Characteristics of a Sales Culture
• The Difficulties in Developing the Sales Culture
• A Total and Genuine Focus on Customers
• Management's Commitment to Selling in the Bank
• Structuring the Bank for Selling
• Building Partnership Relationships with Customers
• Adding More Value for Customers than Competitors
• Implementing the Sales Culture

Partnership With Your Customer (Outside Sales Program)

• The New Banking Environment
• The Real Purposes for Being in Business
• The Difference in a Financial Partnership and Financial Vendor
• The Structure of a Sales Calling Program
• Overcoming Sales Call Resistance
• Effectively Making "Cold Calls"
• The Preparation and Planning of the Sales Call
• The 5-Step Process for a Sales Presentation
• Developing Quality Prospects
• Adding Value After the Sales is Made

Telephone Skills

Are your customers frustrated with voice mail, menu offerings and not getting their requested information in a timely manner? Are employees frustrated with difficult people on the telephone and claim they just don't have enough hours in the day to get everything done? This workshop provides tips to increase efficiency on the telephone, helps to make their jobs easier and stresses great service!

Customer Service is Everyone's Job

• Why People Stop Using a Business
• What Happens to Angry Customers
• The Reasons Customers Don't Always Complain
• Why Superior Service is Important to the Bank
• The New Banking Environment
• The Concept of Partnering with the Customer
• The 6 Traits of Great Service Providers
• Seven Ways to Add the "Wow" Factor to Customer Service
• The 6 Steps to Effectively Selling Consumer Products
• One Person Can Make a Difference

Cross Selling at the Teller Window

Being a bank teller is more than providing quality service and balancing at the end of the day. Cross-selling your bank's many services is a major part of a teller's responsibilities. Find out how you can improve your referral and cross-selling skills at this seminar with the teller in mind. Listening skills and questioning skills will be discussed along with how to identify customer needs and making referrals.

Bank Robbery

• Bank Opening Procedures
• Actions and Attitudes Before Bank Robbery
• What to do During a Bank Robbery
• Actions to Take After a Bank Robbery
• Bank Closing Procedures

During the same training session as the "Bank Robbery" module, we also present a module on "Extortion". This module not only provides an overview of extortion but also gives details on actions banks can take to address this issue.

Advanced Sales Training for Business Development

The desire and ability of banks to develop Partnership Relationships with customers will be the difference in their success in the competitive financial services environment. The course teaches persons responsible for developing business accounts for the bank the skills needed to establish Partnership Relationships.

• Why selling must be a vital marketing strategy for the bank.
• The changes that are occurring in selling.
• The differences in a financial partner and a financial vendor.
• Building relationships versus selling products.
• The 4 stages of developing a partnership relationship.
• The characteristics needed to be successful in sales.
• Reasons for call reluctance and ways to overcome them.
• The 6 elements of a successful calling effort.
• Pre-call preparation and planning for a successful sales call.
• Techniques to make productive initial prospect sales calls/making "cold calls".
• Principles of good sales presentations.
• The 5 steps for a productive sales presentation.
• Developing quality prospects.
• Adding value to the partnership relationship.
• Sales situations case studies.
• Common sense ideas about selling.

Front-Line Fraud

"The Fraud Artist"...the culminating factor of more losses annually than robbery and embezzlement combined. Fraud artists have used many illicit schemes to defraud financial institutions and their customers. The teller is most vulnerable to the many forms of fraud plaguing today's financial institutions.

New Accounts, "the life blood of any financial institution", are used by fraud artists to obtain the credibility of being a bank customer. Recent check fraud surveys suggest that most check fraud schemes can be traced back to the new accounts desk.

This program has been designed to heighten the awareness level of financial institution employee's to illegal schemes, enabling them to spot the fraud artist and stop fraud losses.

• The 3 Principles of Fraud
• The Risks Based in Dealing with "Customers"
• How to Critique the Customer and Documentation/Transaction
• How to Evaluate Financial Instruments Received and Recognize Typical Fraud Schemes
• The Importance of Following Good Transaction and New Account Opening Procedures
• Proper Action to take when Suspicions are Aroused

Whether it is In-Bank Training or other educational needs for your bank, please contact Angela Vermeersch at 517-342-9057.