Selling Tips for Bank Tellers
Tellers have the toughest job in the world when it comes to selling. They are told to spot opportunities, cross sell products and services all while keeping their line ups to a minimum. Is it any wonder why they find it difficult to sell? Especially when you consider the client usually wants to get in and out of the branch quickly.
Here are the top tips and strategies for bank tellers to be more effective at selling:
Don’t underestimate the power of the 1st impression.
People buy from people they like and trust. In a time sensitive environment like the teller line the first impression is created fast and if it starts off bad you don’t have a lot of time to regroup and win them back. Pay close attention to the fundamentals every time you greet someone and you will increase your odds of being able to sell.
- Greet them promptly.
- Make, and maintain, eye contact as they approach your wicket.
- Smile. A big, sincere smile, not the weak, forced smile you put on when someone tells you to smile.
- Make sure your tone of voice is upbeat and cheerful.
- Stand tall – it will make you look more professional and confident.
- Dress the part. You are in financial services. Make sure you look like it.
Understand that people do not buy products; they buy solutions to their problems.
Also understand that just because people don’t bring you their financial problems, does not mean that they do not exist. They could be just brewing below the surface waiting to come out when asked.
Go looking for problems.
Don’t be silent. Ask lots of questions about what people are up to, what their plans are for the weekend, summer holidays etc. What’s new in their life, at their job, with the family? Your products solve financial problems people have. Those problems occur as people mover through various life events (get married, retire, have kids etc). Don’t sell. Get them talking about their lives and you’ll uncover problems you can address.
Focus your questions on potential problems that your products solve.
Your products do one or more of the following:
Is banking a hassle? Do they have access to money when they need it – wherever they are in the world?
Make them money.
Are they making enough money? Could they be making more on account balances they have with you? Investments?
Help them get stuff. Loan products allow them to get things sooner than they would if they had to save up for them.
Are they able to do what they want to do? Travel? Vacation? Renovate? Start a business?
Save them money.
Are there areas where they could be saving money? What about the account they are in – are the service charges too high? Are they paying too much in credit card interest? How about that car loan?
Give them a sense of peace of mind or security. Increase their confidence level or decrease their stress.
Are they confident in their current financial picture? What about the future and their ability to retire or send the kids to college? How do they feel about those things? Is it stressful? Are they overwhelmed with debt?
Where there’s smoke, there’s fire. Get them talking about the problem, they’ll be more inclined to listen to ideas and potential solutions.
Don’t sell by informing.
Pitching products without getting some acknowledgement from the client that they have a need is like taking a shot in the dark. It may work once in a while but only when you get lucky and happen across someone that has the problem the product you are pitching solves. What about the rest of the people you tried to sell? There is collateral damage done to those clients where you guessed wrong and presented an inappropriate product. How do you react when you know you are getting sold? Most of us put up a wall. We disengage and sales resistance goes up, especially when we come in the next time – if we come in. Your personal reputation as well as corporate reputation can suffer and ultimately you lose more opportunities than you gain.
Get permission to sell.
Remember, the client is in to do a transaction. Anything that takes them off that path will be considered inconvenient by most unless they agree they want to go there. If they acknowledge that something is a problem (because you asked) then suggest you can help (not mentioning the product, just that you can potentially solve the problem) then ask for permission to go to the next step (interview them further, refer, set up another time to talk etc)
Have a plan what to do next.
If you do have someone that agrees they want to proceed, know what your options are. What products can you sell, what type of client do you need to refer? How much time will it take? Where is the best place in the branch to continue the conversation? What other opportunities might go along with this discussion you are about to have? All these are considerations that need to be factored into the decision about what to do next with this opportunity.
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