Increasing Branch Consumer Sales Effectiveness
Setting: For a regional bank, we designed and assisted the bank with implementing new branch service, sales, lobby management, and sales management practices designed to increase customer use of self-service channels, increase available platform sales time, increase the frequency and effectiveness of coaching, and increase sales of consumer products across a broad spectrum.
Outcome: After one significant false start, the bank reintroduced the sales and coaching practices supported by new measurement tools. With weekly observation and comment on sales results and activities, results began to improve within a few weeks, and branch shops indicated a significantly higher frequency of the coached behaviors.
Small Business
Setting: A large community bank, an accumulation of acquired smaller banks, had not emphasized small business sales in the branches. A new senior sales leader, seeing the opportunity to boost loans, deposits, and fee through more assertive cross selling and client attraction, requested small business sales training for his branch managers.
Outcome: Clarity assisted the new leader to articulate a new positioning for small business in the branches and a new positioning for the bank’s approach to small businesses. Clarity then designed and assisted the bank to implement a new small business sales process, sales tools, and coaching procedures to support a bank-wide small business sales initiative. Within two weeks of the first training sessions, newly trained branch managers’ identification of opportunities and referrals to internal partners more than doubled.
