Measurable Results Delivered

Maximizing Call Power helps your service representatives and other team members:

• Use calling time to effectively accomplish relationship objectives and line-of-business priorities
• Increase success ratios by identifying decision makers and maintaining personal information profiles
• Examine members’ needs to uncover unmet needs for financial services
• Resolve objections smoothly and, when possible, convert them to needs the credit union can meet
• Propose targeted solutions to meet members’ high-priority needs and close sales more successfully
• Optimize the use of credit union resources to search out and capture desirable business opportunities

Who Should Be Trained

Maximizing Call Power is designed for experienced service representatives, product specialists, team members, and team leaders who manage commercial relationships or need to demonstrate and coach strong business development and cross-selling skills.

Prerequisites

The recommended prerequisite for Maximizing Call Power is Omega Performance’s Selling to Achieve Results or an equivalent. Participants should have a solid knowledge of the credit union’s fee-based products, which can be provided by Omega Performance’s Building Fee Income or equivalent training.

Sales & Service Solutions
Maximizing Call Power–Financial Partner
for Credit Unions

Business Issue

Increased competition and member expectations require service representatives to differentiate themselves and their credit unions more skillfully to grow market share or build share of wallet. Successful credit unions will establish and maintain competitive advantage by:

• Positioning themselves and the credit union as financial partners to establish commercial strategic alliances
• Cutting cycle time in the sales process by assuring that every sales minute is leveraged to its full potential
• Capturing the results of sales calls and coordinate deliberate action steps to close business
  
  
• Download this course description (pdf)

Omega Performance’s Solution

Maximizing Call Power for Credit Unions teaches experienced service representatives, product specialists, and other team members the skills and best practices necessary to obtain employer endorsements to expand membership, develop “indirect lending” alliances, and solicit business from the community of sole proprietors. The focus is on building proficiency in three high-impact areas: leveraging call power (relationship planning), focusing call power (a five-phase call process), and capturing call power (documenting call results, needs identified, and objections discussed).

What Is Included

Maximizing Call Power is a highly participative, interactive workshop that spotlights the best sales practices of high-performing service representatives and sales professionals outside the credit union industry.

The program focuses on three main areas:

Leveraging Call Power demonstrates the value of relationship planning and teaches participants to establish call objectives that will advance the relationship as well as the credit union’s unit goals. Participants learn the three high-impact calling skills: decision center mapping, personal information profiling, and needs-oriented questioning.

Focusing Call Power teaches a five-phase call process and the high-impact skills necessary to execute the process successfully. It provides for practice and feedback on each high-impact skill: needs-oriented questioning, communicating benefits, and resolving objections (especially by converting objections to needs the credit union can meet). In addition, the workshop includes two videotaped skill practices in which participants apply these high-impact skills to conducting a complete sales call. Participants receive balanced feedback about their use of the process and the skills.

Capturing Call Power emphasizes the benefits of documenting call results, especially needs identified, objections uncovered and how they were or might in the future be resolved, and next steps established. Techniques are covered for communicating and coordinating with resources in the credit union to fulfill member commitments and advance the sale.

The key themes of the course are visualized in models that help participants remember and use them: Aiming for Financial Partnership, Leveraging Call Power, Focusing Call Power, and Maximizing Call Power. Supporting the course content and transfer of the skills and processes to the job are practical job aids and worksheets:

• Resolving Objections
• Decision Center Map
• Personal Information Profile
• Relationship Plan
• Call Plan
• Call Report
• Needs-Oriented Questioning Guide
• Needs-Oriented Questioning Worksheet
• Skill Development Action Plan

Delivery Options

Maximizing Call Power for Credit Unions is a three-day workshop for which there is a small amount (three hours) of participant prework, plus prescribed postwork consisting of applying the skills and process to at least four actual members or prospects and discussing the activities with one’s manager.