Wednesday, August 19, 2020
G.U.E.S.T. CONVERSATION MODEL
Building Deeper Relationships Through Effective Conversations
Shrinking margins and non-traditional banking services companies have made it necessary for community banks to transition from being order takers to being relationship developers. Building relationships is more than just giving good customer service. Much more. It includes your ability to properly engage the customer so that you have a clear understanding of the best solution to solve their immediate need, as well as any additional needs they may have that are not being met. However, if the employee doesn’t know how to converse with the customer or feels uncomfortable with suggesting additional products and services, the conversation most likely will never happen. There is a myth that says if customers needed something they would ask. Nothing could be farther from the truth. Research proves time and again that customers want to hear about ways the bank can improve their financial situation.
A simple word like “guest” versus “customer” can make a dramatic difference in the way we perceive the people who pay our salaries. G,U.E.S.T. (Greet-Uncover-Educate-Suggest-Thank) is an acronym for a five-step process that helps you take control of the customer conversation by focusing on the customer and her/his needs, not the sale. Information learned during customer conversations empowers employees to provide unexpected value by positioning additional products and services to solve customer needs by communicating relevant value to that particular customer.
The program includes traditional needs based selling skills training with a unique spin: How to conduct a relevant, customer focused financial needs conversation that will help you easily identify key financial services needs, and then communicate unique value that sets your bank apart from the competition. Our clients commonly site the following outcomes / benefits: Increase in products per customer; employee more effective at understanding customer needs; increase in customer referrals; and more confident employees, which results in more productivity.
Participants develop practical conversational skills – listening; asking relevant questions to determine Current, Dormant, and Future financial needs; presenting value; handling customer concerns; and cross recommendation skills to consistently expand customer relationships.
This program is for retail employees who open accounts and have relationship building responsibilities, including Managers, CSR’s, and Tellers who are cross-trained for CSR responsibilities.
Meet the Facilitator:
Christopher P. DiLorenzo, President, The James Paul Group
Chris DiLorenzo is the President and Co-Founder of The James Paul Group, a national training and consulting company specializing in helping Community Banks increase their profits, grow their market share, and achieve their goals by improving employee sales, customer service, product knowledge, leadership, and coaching skills.In his 35+ years of working with Community Banks, Chris’s dedication to success has helped his bank clients enjoy both financial and performance rewards. His extensive background includes sales and sales management, strategic planning, recruiting, team building, strategic account management, market and competitive analysis, product development, consulting, and training.Chris is a graduate of the University of Georgia, where he earned a Bachelor‘s degree in both Business &Finance and Risk Management. He is a former professional baseball player for the Kansas City Royals Organization.