Opening Sales Conversations
What is the three letter acronym we use to open a sales conversation and what does it stand for?
PBC:
Purpose, Benefit, Check
How many steps are in the handling objections process?
Five
Name the 3 types of questions.
Close-End, Open-End, High-Gain.
What is the first thing we say to be courteous to customers?
"Welcome to Fifth Third"
What percent is 5/3?
166.7%
What does the purpose part of the PBC do for the customer?
Explains to them why they are there.
True or False:
The five step process allows the sales conversation to advance after objection.
True.
True or False:
A high gain question can be close-ended.
False.
What does a capability statement aim to do?
What do we use during our conversations to guide customers along with us?
Welcome Kit.
What does the benefit part of a PBC do for the customer?
Explains what the customer gains from meeting with you.
What should bankers have before providing a type of solution or option?
Sufficient Data and Information.
What percent of a questioning strategy is high-gain questions?
20-30%
What does a capability statement do for customer interest?
True or False: Concluding a sales conversation takes a lot of time and is not very leveraged.
False.
What does the Check part of the PBC accomplish?
It gives the customer a chance to ask questions and agree to move forward.
Customer and Banker are on the same page.
What is a major key to successfully handling objections?
Not providing too quickly.
Explain what a high-gain question is and what it accomplishes.
It is a question that makes the customer stop and think about the answer
The information gathered is not obtainable by reviewing financial records or portfolios.
When can a capability statement occur in a sales conversation?
Any time.
What are the 3 driving principles of a sales conversation?
-Focus on the customer
-Earn the right to advance
- Persuade through involvement
Give an example of a Purpose Benefit Check.
"Example"
"Hi ---------, glad you came in today. I would love to talk to you about a new banking relationship. Before we go forward, I would like to ask you some questions to better understand what your financial situation looks like. Is it okay if I move forward"
What is the specific order of the five steps?
Encouraging, Questioning, Confirming, Providing, Checking.
Name the categories that high-gain questions can fall into.
Evaluate or Analyze
Speculate
Express Feelings
Name two things we can do to be courteous to customers, then name two things we can do to own it.
Courteous: Make the customer feel welcome
Use the customers name
Smile and have great energy
Say "please" and "thank you"
Owning it: Apologize and emphasize
Set expectations
Follow up
Limit customers efforts
Do extra things to make the difference
What credit card would you offer a customer with no previous credit and a want to build credit score.
Secured Card