The Seven “Bs” of Service & Sales
by. Mark Arnold
Service equals sales. That is a simple but true formula: the better you serve consumers the more sales you typically have. Too many times we separate the two, when in fact they are often one and the same. We also overcomplicate what is involved when it comes to getting our front-line staff to focus on service and sales.
We give them (too) basic training. We coach them. We have them practice. We also need to give them tools to help them focus on what is important. So we crafted the “Seven Bs” reminder tool you can use with your front-line employees. If you can get your staff to “be” these seven traits, your sales numbers will increase. So use this tool: share it with your front line folks, talk about it at your next staff meeting, customize it, coach to it, print it, review it, etc. Just use it.
Here are seven “Bs” your staff can do when it comes to providing better service and sales:
(1) Be knowledgeable. You can’t sell what you don’t know. You must know your products and services. And not just a little: a lot. Honest gut-check time: how well do you know your products and services? No matter what position you hold, there are probably a few products you could know better. Make sure you spend time on a regular basis reviewing the features and benefits of all your credit union or bank offers.
(2) Be real. The best service and salespeople today are not smarmy. Rather they are real and authentic. Be yourself, not someone else. Think about the last time you received excellent sales or service. More than likely the salesperson was authentic.
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