Swedbank is a leading bank in Sweden with growing profitability in the Baltic and Ukrainian markets, focusing on customer satisfaction and strong market presence. The bank aims to improve the quality of life for its clients through tailored services and efficient solutions while nurturing a positive banking culture. They prioritize employee satisfaction and training to enhance their sales capabilities and customer service.

1. From Service to Sales
Daria Rudnik

2. SWEDBANK in Russia
and globally

3. Swedbank globally
Kaliningrad
Helsinki
Oslo
St. Petersburg
Moscow
Copenhagen
Kiev
Luxembourg
Marbella Tokyo
New York
Shanghai

4. Strong position for profitability and
growth
Sweden Baltics Russia and Ukraine
Swedbank is the leading bank in Sweden. The Baltic economies are experiencing Swedbank has a small but growing
Profitability is high and stable, and the bank strong economic growth which is expected presence in Russia and Ukraine. In the
is increasing market share in important to continue for many years. As the largest long term, a significant part of Swedbank’s
segments such as retail mortgages and bank in the region, growing with the market growth will be generated in these markets.
deposits. ensures attractive earnings growth.
Stable base Growth and Future growth and
experience profitability
Customer satisfaction Profitability Attractive employer
Swedbank still has the second-mosty Swedbank’s average annual earnings-per- In Sweden, Swedbank is the most
satisfied customers of any of Sweden’s share growth from 2002 to 2007 was 24.2 attractive employer in the financial services
major banks. Customer satisfaction in the percent. The peer group average was 23.5 sector, for students*. In the Baltic countries
Baltic is also rising, from already high percent. we have a long track record of attracting
levels.
72 25 the best talent.
70 20
68
15
* According to
66 Universum
10
64
5
62
60 0
2001 2002 2003 2004 2005 2006 2007 2001 2002 2003 2004 2005 2006 2007

5. SWEDBANK is
The Bank that cares

6. Our Big Goal is
• We improve life quality of our customers by combining our offerings based
on individual clients needs
• We are empowered, passionate and effective in what we do
• We are improving banking culture in the market. We provide easy, caring
solutions and set the examples in products and service based on
technology
The Bank of First Choice

7. Providing solutions

8. Providing solutions
Sales (offering)
Systems
Products
Service
Atmosphere

9. Sales development
Head of
Division
Motivation
scheme
Head of Competition Peers
Unit
Sales plans Sales Unit & support
Development
activities
Learning &
Development

10. How we develop?

11. How we develop?
Sales training

12. How we develop?
Weekly sales
Sales training
plans
Master-classes &
follow up’s

13. Time plan and activities
Week 40 Week 41 Week 42 Week 43 Week 44 Week 45 Week 46 Week 47
Follow up on
Targets
Diagnostics
Targets setting
Motivation for new
Sales techniques 1
Follow up
First month results
Sales techniques 2
Follow up
Sales techniques 3
Follow up

14. Learning topics
• Phone conversation
• Presentation of services
• Sales at the events

15. Absolute Private banking department performance
35
30
absolute department performance
25
20
15
10
5
Agreement
Presentation
0
41 42 43 Calls
training time

16. Deposits growth
Привлечение средств клиентов во вклады
200%
150%
100%
50%
0%
July August September October
-50%
-100%
-150%

17. For more information please
contact
http://dariarudnik.wordpress.com