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Brenda Jackson

Sales & Service Training. Brenda Jackson. “ Exceeding Member Expectations”. Sales & Service Culture Defined. An environment in which every employee of the credit union is proactively seeking and meeting the needs of our members. OCCU Sales & Service Strategy. Organization wide training

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Brenda Jackson

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  1. Sales & Service Training Brenda Jackson “Exceeding Member Expectations”

  2. Sales & Service Culture Defined An environment in which every employee of the credit union is proactively seeking and meeting the needs of our members.

  3. OCCU Sales & Service Strategy • Organization wide training • Comprehensive Products & Services Manual • Referral Goals & Incentives • Coaching • System Integration • Monthly Newsletter

  4. Organization Wide Training • Who Moved My Cheese? • CUNA’s PRIDE Model –Plan, Recognize, Inquire, Describe, Expedite • Catch the Energy!

  5. Products & Service Manual • Comprehensive • Began with CUNA’s Product Knowledge Database • Incorporated our products & services • Uploaded to our Intranet • Bi-weekly learning sessions with managers

  6. Example Money Market Needs

  7. Example MM Features/Benefits

  8. Example MM Questions/Objections

  9. Referral Goals & Incentives • Teller Incentives • FT & PT referral goals • Spin the wheel for cash, Paid Time Off, gift cards • Member Service Incentives • Bundled referrals • Spin the wheel for cash, Paid Time Off, gift cards

  10. Coaching • Branch Management Team meets weekly with staff • Using the Team Leader’s Guide from CUNA’s Product Knowledge Database, one week they review 2-3 products from the Products & Service Manual • Next week they coach employees individually based on observations and referral goals • VP of Operations meets weekly with Management Team • Phone conference to communicate updates/results • Coach

  11. System Integration • System coordinates with Sales & Service culture: • Cross-sell feature which prompts staff with products or services this member may need and gives them a suggested starting statement or question

  12. Monthly Newsletter • Motivating Sales articles • Salutes & Success Stories • “Exceed Expectations” Star Man award • Branch Progress • New Products & Services or updates

  13. N E W S L E T T E R

  14. N E W S L E T T E R

  15. N E W S L E T T E R

  16. Positive Results 6/2009 – 6/2010 • Membership growth from 38,970 to 41,343 • Increased Products per Household from 3.49 to 3.59 • Share Growth 12.69% (Goal 9.84%) • Loan Growth 8.31% (Goal 7.38%)

  17. Conclusion • Questions • Thank you

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