• Welcome
  • Table of Contents
• Intro Meetings
  • Using Beacon Sales Coach
  • The B-Squared Technique
  • Time Management Challenges
  • Utilizing Internal Resources
  • Impact On Profitability
• Differentiate
  • The Benefits of Your Organization
  • Making Customers Feel Valued - I
  • Making Customers Feel Valued - II
  • Understanding the Competition
  • Responding to Competitive Challenges - I
  • Responding to Competitive Challenges - II
  • Dress For Success
• Interview Skills
  • Positioning the Interview Process
  • The Value of Interviews
  • Building Rapport
  • Asking Open-Ended Questions - I
  • Asking Open-Ended Questions - II
  • Uncovering Checking Account and Related Convenience Needs - I
  • Uncovering Checking Account and Related Convenience Needs - II
  • Uncovering Savings and Investment Needs - I
  • Uncovering Savings and Investment Needs - II
  • Uncovering Borrowing Needs - I
  • Uncovering Borrowing Needs - II
  • Uncovering Future Needs - I
  • Uncovering Future Needs - II
• Sales & Service Skills
  • Steps of the Sale - I
  • Steps of the Sale - II
  • Features and Benefits - I
  • Features and Benefits - II
  • Recognizing Sales and Service Clues - I
  • Recognizing Sales and Service Clues - II
  • Identifying Product and Service Opportunities - I
  • Identifying Product and Service Opportunities - II
  • New Product Introductions - I
  • New Product Introductions - II
  • Identifying Needs at the Teller Line
  • Scripting Next-Best Product Suggestions
  • Improving Cross-Selling Skills - I
  • Improving Cross-Selling Skills - II
• Referrals
  • Asking Customers For Referrals
  • Making Teller Referrals
  • Making Referrals to Product and Service Specialists
  • Receiving Referrals From Other Departments
• Retention Skills
  • Why Customers Leave - I
  • Why Customers Leave - II
  • Customer Behavior Clues
  • Dissatisfaction with Service - I
  • Dissatisfaction with Service - II
  • Dissatisfaction with Pricing - I
  • Dissatisfaction with Pricing - II
  • Problem Resolution Process - I
  • Problem Resolution Process - II
  • Large Withdrawals and Account Closing Process - I
  • Large Withdrawals and Account Closing Process - II
• Job Aids
  • Staff Assignment Worksheet
  • Commitment Worksheet
  • Customer / Prospect Referral Form
  • Weekly Coaching Planner
  • Interview Form
  • Features and Benefits Worksheet
  • Meeting Results Worksheet

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