North Carolina Bankers 2016 Final[1]

1 © 2016 St. Meyer & Hubbard, Inc.
Becoming a Resource Manager
Through the 5Cs
Margie Kensil
Senior Consultant
mkensil@smandh.com
704-798-7903

Today We’ll Discuss
 5Cs, Trust, What Clients Want
 7 Basic Financial Needs
 One bank’s 80% hit rate – no cold
calling
 Net-Sharing and LinkedIn
 Paperless, purposeful planning
 Buyers with answers
 VIP and Resources for the
Resource Manager

There Will Be No
 Scripting
 Memorization
 Manipulation
 Magic Pills or Promises

A Group Exercise to Get Us Going

In Teams
 There are 5Cs of Trust-Based Selling. What are they?
 LinkedIn is being used by some banks as part of their overall
sales strategies. How about yours?
 What are some ways you prospect for new business?
 What tools do you have/use to prepare for calls, to execute calls
and to articulate value after calls?
 If you could get better at one thing in the sales process what
would that be?

The 5Cs
1. Conversations *
2. Curiosity
3. Customization
4. Collaboration
5. Connecting

Sales Email Stats

Sales Voicemail Stats

Sales Call Stats

Social Selling Stats

The 7 Basic Financial Needs

Basic Financial Needs
1. Managing_____________________
2. Managing_____________________
3. Managing_____________________
4. Managing_____________________
5. Managing_____________________
6. Managing_____________________
7. Managing_____________________

Basic Financial Needs
1. Managing Growth – yes/no, how much, how fast
2. Managing Cash – in/out/keep
3. Managing Information – Sabermetrics replaces “gut feel”
4. Managing Fiduciary Responsibilities – people and uncle
5. Managing Risk – real, rep, other
6. Managing the Future – 50% gone
7. Managing Personal Wealth – the total partnership

Key RM Sales Activities
 Sourcing
 Prospecting/Net-Sharing
 Social Collaboration
 Appointing (Pre-clients, Clients, COIs)
 Preparing and Executing Conversations
 Cross-Solving/Deep and Wide
 VIP(Conversation Recap/3By)
 Orienting/Onboarding (31631)
 Value Touches (3 Before 8)

The Prospecting Funnel

Sourcing – Being a BankerPreneur
 In the Box
• Drive territory micro recorder/tablet/smart phone
• Centers of Influence
• Net-Sharing
 Out of the box
• The DOS and the market as COIs
• Source where you dine
• Publix manager becomes COI
 Monty Python
• Speak + Write = Brand Me (marketing is a partner here)
 Technology
• Hoovers, Google, Prweb.com, others?
• LinkedIn

How One Bank Prospects with Trust
SUN MON TUE WED THU FRI SAT
1 2 3 4 5 6
Letters
Make
LinkedIn
Connection
Note OR Emails OR
Drop-offs
7 8 9 10 11 12 13
Appointment
Phone Calls/
Visits
Final Touch
Voice Mail
Messages

Net-Sharing
“You can make more friends in two months
by becoming interested in other people than
you can in two years by trying to get other
people interested in you.”
– Dale Carnegie (1888-1955)

The Purpose of Net-Sharing
 Make valuable connections with people who can:
• Take advantage of the solutions you offer
• Recommend you to those who might buy something
• Put a personal and public face on your bank
• Seen as someone who can provide economic advice
• Serve as a resource and give back to the community

Why People Dislike Net-Sharing
 Fear of:
• Seeming too pushy or desperate
• Approaching new people
• Bumping into competitors
• Not knowing what to say (or not to say)
• Appearing awkward and/or nervous
• Having nothing interesting to say
• Book Alert – Networking for Introverts

Business Net-Sharing Opportunities
 Selecting Organizations to Join
• Informal Contact Networks – Chambers of Commerce
• Formal Contact Networks – BNI
• Community Service Organizations – Rotary, Kiwanis
• Professional Associations – RMA, ABA, CBA, BAI
• Internal Networking – Sharing with Partners

The Process
1. Join/attend right events and organizations
2. Prepare before attending the meeting or event
3. Maximize your time at the meeting or event
4. Follow-up after the event with VIP

Preparing to Net-Share
1. Research the audience – get the names
2. Learn about key attendees – industry, company, personal
3. Determine A,B,C criteria
4. Cards in pockets – which ones?
5. How you introduce self and initiate conversations
6. Client versus prospect strategy
7. Take pen, take notes
8. Prepare follow-up before you go
9. What are your objectives for the event
10. What you will say/ask
11. Offer articles or information (that you prepared for) as a reason to
follow-up

Net-Sharing Conversations
Appear Approachable
 Introduce yourself
 Ask great questions
 Get/give cards – left/right pocket
 Look at card, comment, hold it
 Be interested with questions
 Conversation short – use PCS to indicate what you do (to help)
 Notes on card and A,B,C

Your Personal Capability Statement
 Customize your statement to match the interests of the individual
 Memorize components of your message, rather than the message
as a whole
 Practice stating the message aloud
 Have different proposition statements prepared
 Have stories ready to share

Asking Great Questions

Initiating Net-Sharing Conversations
 General conversation starters
• How long a member
• How get involved
• How often attend
• What for fun
 Business-oriented personal questions
• How get interested in your business
• One sentence – what your business does
• What are trends and how stay current
• What do you like most – some challenges
 Top Networking question
• ________________________

Effective Net-Sharing Follow-Up
 Create a system to record information collected
 Prioritize business cards collected
 Follow-up immediately and fulfill your promises
 Express appreciation immediately
 Maintain the connection
 Connect with them on LinkedIn

LinkedIn™ –
Connecting the Bank
to Your Personal
Brand
“Your brand is what people say about you
when you’re not in the room.”
Jeff Bezos, Founder of Amazon (1964- )

LinkedIn
 Started 2003 as recruiting tool
 Now 414 million members, 120 in US
 Four levels of connection: 1st, 2nd, 3rd, Group
 2.3 million Groups
 3.5 million company pages
 Connections in the News
 Three levels of commitment
• Free
• Premium
• Sales Navigator
 Measure with SSI – www/linkedin.com/sales/ssi

What Top Performers Do
 Top performers spend 25% more time on research and preparation
 Top sales and marketing pros send 148% more connection
requests and share 23% more content
 Social selling behavior leads to a 2X increase in sales performance
through new clients, meetings secured and opportunities
generated
 Social selling adoption is higher amongst older sales professionals:
• 27% are over 30 years old
• 33% in 30-45
• 34% in 45+
 Top performers on two hours
a day. Bankers on 17 minutes a
month

10.5 Ways to Successful Social Collaboration

Free Service Generates Mind Share
85% 15%
59%41%
0% 18%
29% 24%29%
94%
6%

Paperless,
Purposeful Call
Planning
“Failing to plan, means planning to fail.”
–Benjamin Franklin (1706-1790)

Call Preparation Process
1. Initial Research
• Business, Industry, Humans
2. Call Road Map
• Maximum and Minimum Goal
• The time, the examples, your value proposition
3. The Conversation
• Rapport, Set Direction, Question, Stories, Joint Commitment
4. Leave Behind
• Nothing about you – it’s about them

Take These on a Discovery Call
 Enough Business Cards – plus one (95% factor)
 Two pens that work
 Plenty of paper with some pre-boarded questions
• Some send some questions ahead
• Some bring a tablet or iPad
 Open mind and the ability to listen actively without trying to
respond to every question
 Leave behind that has nothing to do with the bank

 Send some high impact questions ahead
 B-N-G starts the process
 Identify priorities and challenges
 Gain deeper understanding of key need areas
 Summarize the discovery conversation
 Insight Questions to differentiate you
 Ask the 97% question
The Seller Has the Questions

The Buyer Has the
Answers
“The art and science of asking questions is the
source of all knowledge.”
Thomas Berger (1924- )

Onboarding New Clients
3 Days
• Telephone Reach Out By Sales Manager
• Welcome, their role, feedback about RM
1 Week • Board Member Welcome Call
6 Weeks
• Telephone Reach Out by Sales Assistant
• Introduction, gauge experience, cross solving
3 Months
• Visit by RM/SM
• Review relationship, cross solve, add value, lunch
Ongoing •Visits by RM and possible joint calls with SM
1 Year
• Anniversary Card – Developed By Marketing
• Sent by Division Executive with personal note

Resource Manager
Success Practices
“In trust-based selling the point is not to win
competitive battles but to constantly improve
the collaborative relationship with customers
themselves.”
Charles Green

3 Before 8
 3 Somethings of value to arrive before 8:00 AM
• Send a Lead and leave it alone
• Forward an article and let it be
• Drop off a White Paper on a targeted subject
• Share a Best Practice or a new idea
 Make Technology/CRM work for you
 3 Touches per business day X 240 days = 720 annual touches X
20 bankers = 14,400 value touches
 What if you did 1 a day?

Resources for the
Resource Manager
“You can get anything you want in life if you
help other people get what they want.”
Zig Ziglar (1926-2012)

SmartBrief.com

TheFinancialBrand.com

Resources for the Resource Manager
 www.smartbrief.com
 www.convinceandconvert.com
 www.sellingpower.com
 www.firstresearch.com
 www.thefinancialbrand.com
 www.verticaliq.com
 www.gitomer.com
 www.raintoday.com
 www.ficinc.com
 www.csoinsights.com
 www.trustedadvisor.com
 www.manta.com
 www.barlowresearch.com
 www.charlieapp.com
 www.paper.li.com
 www.jillkonrath.com
 www.prweb.com
 www.google.com/alerts
 www.peppersandrogersgroup.com
 www.geoffreyjames.com

“Can I be excused? My brain is full!”

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North Carolina Bankers 2016 Final[1]

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