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click on the course titles for additional details +
| BEST01 |
The
Value of Good Service |
Why
provide good service, impact of poor service, service culture,
policies, personal commitment |
| BEST02 |
Understanding
Service Expectations |
What is acceptable
service, what is exceptional, special cases, consistency, keep
your promises |
| BEST03 |
Communicating
with Members |
Credibility,
sending and receiving skills, voice, body language, telephone
and writing skills |
| BEST04 |
Keystones:
Knowledge & Courtesy |
Product knowledge,
courtesy benefits, courtesy statements, courtesy actions, courtesy
under fire |
| BEST05 |
You
Can Make it Better |
Perception
vs reality, listening, empathy, keeping your cool, inducing and
reducing anger, follow through |
| BEST06 |
Personal
Service Strategies |
Know your
role, under promise and over deliver, go the extra mile, personal
service statement |
| BEST07 |
Getting
Started |
Being
professional, being the best, communicating, know your team, find
a role model |
| BEST08 |
Tools
of the Trade |
Product knowledge,
advertising, campaigns, brochures, newsletters, banking system,
phone, internet |
| BEST09 |
Taking
Action |
Managing
time, setting goals, creating an action plan, practice |
| BEST10 |
In
the Beginning |
Creating
member loyalty, why members leave, the market within, the word
spreads, the selling process |
| BEST11 |
Now
You’re Into It! |
Greet
and engage the member, identify the need, listen, open the sale,
present, successful referrals |
| BEST12 |
The
Close |
Understanding
objections, a word about rates, overcoming negatives, 10 easy
ways to close |
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