The document summarizes a sales and relationship management training program for bankers. The objective is to enhance bankers' understanding of customers' financial needs, develop tools to provide effective solutions, and improve productivity. The program covers topics like customer behavior analysis, the client conversion cycle from prospecting to follow up, and relationship-based versus hard selling approaches. It is aimed at relationship managers and others with customer-facing banking roles, and will be delivered over 2 days using case studies, role plays, and audiovisual material.

1. Sales & Relationship
Management for Bankers
By Skill Junction
December 2013

2. Program Details
Objective of the program:
The key objectives of the Sales & Relationship Management program for client
facing bankers are to:
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•
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Enhance the understanding of their ‘Customer’ and his ‘Financial Needs’
Develop tools which help them provide effective ‘Customer Solutions’
Enhance their ‘Productivity & Efficiency’
Program Background:
The sluggish economic outlook is not only impacting the growth of the banking
sector but also affecting the asset quality of the banks. Any deterioration in
asset quality directly affects their bottom lines. Minimal differentiation in
product offerings results in intense competition within the sector. Despite
these challenges, the Indian banking sector will see the emergence of new
banks by the end of this fiscal year.
Given the fierce competition and slow economic outlook, it makes sense to
look for business opportunities externally as well as internally. Research by
management consulting companies (Boston Consulting Group, McKinsey,
Capgemini and Accenture) and industry bodies (FCCI & IBA, CII) has shown
that customer responsiveness is the most important differentiating factor
between banks. Further, one of the key findings of these studies has been that
banks which have consistently fared well in meeting customers’ needs and
expectations have stood out against their competition; both in terms of
business growth as well as profitability.
The key to enhancing customer responsiveness is the development of sales &
relationship management skills in customer facing bankers, who are the link
between a bank and its existing as well as prospective customers. Our
program aids in doing that.
©Prarohana Skill Junction Pvt Ltd

3. Program Coverage:
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Know Your Customer:
 Customer Behavioral Analysis
 Financial Need Analysis
 Customer’s Circle of Influence
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Know Your ‘Client Conversion’ Cycle
 Prospecting for Customer
 Identifying Customer Needs & Gaps
 The Elevator Pitch
 Building rapport
 Delivering Persuasive Presentations
 Handling Objections
 Mastering Negotiations
 Closing the Transaction
 After Sales Follow-up
 Maintaining Customer Touch Points
 Power of referral
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Understanding key body language do and don’ts while pitching
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Sales Pitch Vs. Relationship Based Pitch
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Hard Selling Vs Consultative Selling
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Make Your Pitch !!
Who Should Attend?
The program should be attended by Relationship Managers or Managers who
have customer facing roles in bank branches or retail banking departments.
Duration of the program:
This program is structured to be delivered in 2 working days.
Mode of Delivery:
The program will be delivered through case studies, mock pitches, role plays
and audio and visual medium.
©Prarohana Skill Junction Pvt Ltd