Frontline Sales Training

Empower Your Bank or Credit Union Employees with Sales Training

Our sales training courses help frontline employees build their confidence in providing proactive service resulting in deeper relationships with accountholders and increased bottom-line results.

Video call.

Service to Sales Training

This course helps employees transform their sales mindset from passive to active. It begins with a 90-minute eLearning path followed by 6-7 engaging, live, remote conversational sessions, typically scheduled monthly, as well as a digital participant guide. The processes that participants learn and practice align with Pinnacle’s Mystery Shopping findings to target specific areas of improvement.

Two people at a business meeting.

Service to Sales for Managers

This course develops managers’ coaching skills to transform their employees’ sales mindset from passive to active. It begins with a 90-minute eLearning path followed by 6-7 engaging, live, remote conversational sessions, typically scheduled monthly, as well as a digital participant guide. The processes that participants learn and practice align with Pinnacle’s Mystery Shopping findings to target specific opportunities for employee development.

Virtual training.

Elevating the Service Experience

This course builds on the foundation provided by Service to Sales to guide the team in establishing an internal service culture and elevating each step of their processes to create a concierge-level experience. The course includes four 1-hour sessions held monthly or quarterly, and the recommended best practice is for the financial institution is to have an internal conversation and practice time immediately after each session.

The Benefits of Pinnacle’s Sales Training

Your frontline employees are the face of your community bank or credit union. The quality of service they provide directly impacts accountholder satisfaction and your ability to increase product sales. Pinnacle’s sales training courses equip your employees with the skills they need to make a positive impression and successfully connect accountholders with the services they need.

  • Deeper knowledge of your products and services

  • More informed, confident employees

  • Enhanced communication with accountholders

  • Skill-building that leads to higher accountholder retention

  • Improved service and greater customer satisfaction

  • Increased productivity and sales

Topics Covered in Pinnacle’s Credit Union and Bank Sales Training

Business meeting.
Introduction to Sales

Instruction helps employees view selling as a byproduct of proactive service and a positive for the accountholder.

Man pointing to a chart on a piece of paper.
Knowing Your Products & Services

Participants receive strategies for becoming experts in role-specific products and services.

Stylized photo of business office.
Knowing Your Competition

We stress that although competitors’ products and services are similar, the difference is how they make accountholders feel.

Man and woman shaking hands.
Building Rapport

This topic includes how to greet accountholders and make them feel welcome with personable introductions, asking the accountholder’s name and their reason for the visit, and providing assuring assistance.

Frontline salesperson using phone to help accountholder.
Identifying Needs

Participants learn a combination of open-ended and targeted close-ended questions to uncover accountholders’ current and future needs for products and services
from your financial institution.

Charts and graphs.
Matching Products

We guide your employees through using knowledge of your products and services to match the benefits of each to the individual accountholder.

Two people working together on a laptop.
Handling Objections

Participants practice listening, acknowledging, clarifying, and educating (LACE) to ensure accountholders have an accurate understanding of recommended products so they can make informed decisions.

A meeting between a frontline sales representative and an accountholder.
Asking for Business

We review a variety of closing methods to invite the accountholder to do business with your financial institution.

Hand holding red and white megaphone.
Referring

Using “What else?” and “Did you know?” will enable your employees to uncover additional opportunities to help the accountholder and to introduce them to experts who can help.

Team member speaking via a headset to an accountholder.
Following Up

We instruct participants in the 2x2x2 method to ensure your financial institution meets all accountholders’ needs and proactively offers relevant products.

Bank of Clarke exterior.

Frontline Sales Training at Bank of Clarke

Frontline employees are the face of your financial institution, so it’s worthwhile to take any steps that can better set these valuable team members up for success. At Bank of Clarke, Pinnacle went through several iterations of training, continuously improving on a custom program suited to accelerating improvement among Bank of Clarke’s team members. Learn more about what exactly these sessions entailed by clicking the button below.

Outsource Training to Our Expert Team

Training is essential, but it also takes time that busy financial institution management teams may not have. We offer the resources and focus you need. Contact us to schedule a discovery call to see how Pinnacle can help you achieve your objectives.