• Join ICBA
  • Contact ICBA
Online Store

Online Store

Online: Product Knowledge and Cross-Selling (Individual)

Online: Product Knowledge and Cross-Selling (Individual)


$299.00 - Online: Product Knowledge and Cross-Selling (Individual) - Nonmember

$179.00 - Online: Product Knowledge and Cross-Selling (Individual) - Member


As a frontline employee, you are often called upon to open a new account. In this situation, you need an excellent understanding of your bank's products and services. You have to be able to answer questions. And, of course, you want to provide the best possible customer service. In this course, we will look at how knowledge of your bank’s products and services will help you meet customer needs and build strong customer relationships. Rev-05/19.

Learning Objectives:
• Identify customer needs
• Use Customer Pathways to identify products and services for customers
• Use the Product Recommendation Grid

Course Outline:
• Meeting Needs and Exceeding Expectations
• Identify Customer Needs
o The power of active listening
o Who is taking care of our customers’ financial needs?
• Know Your Bank’s Products and Services
o Assignment
o Product competitiveness
• Customer Pathways
o Talking to customers
o Creating pathways
• The Product Recommendation Grid
o Using the Product Recommendation Grid
o Exercise
CPE: 1.0 
Add to Cart
We're sorry, but there is no inventory for the product you selected. Check out these other great products:

Related Products

    Other Purchased Products