One of the easiest ways to increase sales is by increasing your teller referrals. Wait, did I say easy? Do I know what I am talking about? The answer is absolutely yes.
Your tellers need to take care of your customers’ needs quickly in a friendly manner. What most tellers and managers fail to realize is the not-so-obvious needs that they need to serve – that is, the needs beyond the transactions. As the front-line of your institution, they have the face-to-face contact with your customers and are in a unique position to help your institution recognize and support their changing needs over time.
It all starts with these four steps at the teller line.
LISTEN. Train your tellers to listen for common phrases or observe behaviors that identify needs for your products, such as check cashing or a large deposit.
SHARE. Encourage your tellers to not only listen for the cues but to act on them by creating appropriate referrals.
MEASURE. Let your tellers know you are watching and share their results to encourage quality leads.
REWARD and RETRAIN. Reward your top performers, both individually and as a team. Encourage and retrain under-performers.
It will take commitment throughout all levels of your organization to make this work, starting at the top. The difficult part is getting the organizational buy-in to get it started and stick with it. The actual process itself is easy.
Check out the full article at http://www.quest-analytics.com/sdarticles/sd201007-03.asp