银行网点现场管理与主动服务营销技巧

银行网点现场管理与主动服务营销技巧Bank branch site management and active service marketing skillsTraining to field management as the main line, bank branch in improving bank branch chief management skills at the same time, improve their site services and wealth management products sales ability. The key to improving the performance of Banks operations is the presence of appropriate management systems and the training of on-site management and marketing skills at bank branches.Training time: 2 daysTraining lecturer: tan xiaofangTraining site: customer self-determinationCourse object:The President and deputy governor of the state-owned bank, shareholding bank, and commercial bank road branchSmall loan, guarantee company area/network leaderTraining mode:Live q&a session teaching primarily, interactive game, the scene simulation training, group communication, experience sharing and inspiration, make the learning effect can play to the largest limit.Training benefits:1, through training, the students will be able to establish the standards of the network.Training students to handle the on-site emergency situation;3, through training, students will be able to handle customer complaint handling skills at the site.4, through training, the students will be able to grasp the significance and characteristics of the site 5S management.5, through training, students can learn how to change the pressure of the dot index.6, through training, students will be able to improve the on-site service environment.Through training, the students will be able to understand the creation of the environment of the network and the marketing atmosphere of the service.Training background:Banks grass-roots branches as the most basic, the most basic form of organization, is the window of the banking sector, is the main platform of Banks to offer products and services, collection of technology, talent, bank customers such as all kinds of resources, is the important embodiment of core competence, the bank was the key to build commercial bank core competence. It is of great significance for the improvement of the overall management level of commercial Banks.Site management and active service marketing tips:Brainstorming: what are your management issues? Each person presents the problem in the work, and the teacher skillfully intersperses the problem as a case in the whole course.One: the banks on-site managementCase study: mysterious customer for detection of video and image analysis of the bank branch: service/process/service specification management service site management/financial product sales, and other real scene analysis, digging the present situation of network in service and marketing short boardShort board root cause analysisFirst, the role of the bank managerManager role, responsibility and quality requirementsThe ability of the site manager to manage the site3, 360 - degree evaluationThe standards of good managersSecond, site management artThe elements of the first-rate sitePractical skillsCustomer identification and shunt strategy, improve the proportion of off-cabinet business and optimize the allocation of resourcesCrisis management (case study)Customers opinion collection and problem customer handling skillsThe implementation of standardized management tools: the formulation and application of standardized management toolsModule 3: site site 5S managementThe concept of 5S managementThe main problems in bank 5S managementFinish the techniqueThe principle of rectification followsClean the propulsion methodHow do you implement clean activitiesHow do you practice literacyNode 5S is keyNode 5S implementation case sharingModule 4: on-site staff management artEfficient time management(case: a day plan for , head of the bank branch of the bank of China)How do you hold a passionate opening and post-business meeting?3, employee emotion management skills4, understand and analyze the employees emotional origin5, how to deal effectively with employees emotional problems7 effective skills that motivate employees9 ways to build a happy teamThe work of the field staff9, the problem that the dot site often appearsWhen you need training and guidanceTraining and responsibility discussionMulti-skill management watch13, OJT methodHow to strengthen supervision and inspection of the lobby manager?How to supervise the inspection of cash tellers and non-cash tellersLecture 5, live customer management artOne, customers guidance and divergenceThe customer shunt the bootstrap processCustomer shunt guiding principle3, customer shunt guiding techniqueCustomer VIP identifies the guiding processPotential VIP customers identify cluesIdentify core quality requirementsCustomer service process managementCustomer rest managementSecond, customer emotion management skillThe atmosphere of the business network is builtCustomer emotional incentive strategyCase: stable benefit 90 day paper investment RMB wealth management product introductionHow to quickly judge customer service requirements? (listening, reading, questioning, breaking, fixing)How to implement targeted customer service?Customer types are differentThe key to customer service is differentTargeted customer service skillsHow to improve customer service satisfaction?What determines customer satisfaction?Key to improving customer satisfactionSkills to improve customer satisfactionThe four basic stages of good customer service:?To receive customers;Understanding customers;Help customers;Keeping customers;Focus on receiving clientsCustomers come in and pay attentionCustomers wait for attentionCustomers leave with attentionCustomers complain about the handling of complaints(1) the customer complained about the psychological analysis of the complaint(2) the key to dealing with complaints: dealing with emotions first, then dealing with things;(3) 8 mistakes in handling customer complaints(4) the three factors that affect the handling of customer complaints complaints(5) customers complain about the six steps of complaint handling:(6) customers complain about the handling of complaints: the sandwich rule + the guiding technique(7) the customer complained about the details of the complaint handling:(8) dealing with complaints and complaints strategy quickly9), customer complaints and the nine countermeasures of complaint handling(10) when we cant meet our customers(11) resources integration skills(12) the same strategy that complaines the handling of complaints(13) to complain about the handling of business negotiationsArticle 2: the on-site emergency response situation is handledLecture 6: an overview of an emergencyThe meaning and nature of an emergencyThe meaning of an emergencyThe nature of emergenciesThe type of unexpected events1, according to the trigger points2, according to the degree of harm3, is it predictableWhether or not it can be controlled5, according to the stage of developmentDivide by influenceCase 1: taihu blue algae eventCase 2: the New York blackoutLecture 7: the negative impact of bank emergenciesThe negative effects of emergencies on the social economyUnexpected events can have a negative effect on social politics3, sudden events may have a negative effect on social culture and social psychologyLecture 8: bank emergency preventionDevelop emergency preparedness awarenessImprove the mechanism for responding to emergenciesEstablish an early warning system for emergenciesPrepare contingency plans for emergenciesEstablish an emergency response organizationReserve sufficient logistical supportOrganize necessary training and exercisesCase: the Tokyo subway sarin gas incidentLecture 9: the general procedure for dealing with emergencies of the bankStart the emergency response system and the response systemIdentify the state of emergency and chengduRelease the truth about the incident in due timeDetermine the true cause of the incidentFormulate specific plans for responding to emergenciesThe implementation of the emergency response planEvaluate the implementation and adjust the strategyLecture 10: the process and manner of the banks emergency responseAfter the emergency occurs, the emergency will be classifiedAnalyze the causes of various emergencies and formulate countermeasuresThe first step in the processing of major emergencies - establish an emergency control centerThe media is turning the tide of public opinionSeek public support from the authorities and authoritiesCommunicate the internal and external personnel of the company7, the follow-up to the emergency - summary8, a follow-up to a sudden event - a momentum playCase: a dispute over entrusted loansArticle 3: the bank branch service marketing articleLecture 12: the bank dot service standards are established1, the business network is the standardThe standards of employee behavior of the operating network3, the management standards of the staff managementCustomer satisfaction management standard of business networkThe customer establishes the cooperation standardModule 13: active service marketing management (case analysis, video viewing, demonstration instruction, simulation exercise, brainstorming)First, customers active service marketing(1) financial case: there is only one product in your eyes(2) financial case: consulting financial plan(3) the biggest gap between Chinese Banks and foreign Banks: customer information collection and file management(4), if the counter is used for cross-selling of services and wealth management products(5), dot marketing adopt a single fight pattern? Or is it a team player?(6) identify potential customers(7) the guidance and divergence of the customer(8), understand your clients financial psychology, and stimulate the potential demand of your clientsFour types of customer type judging methods and techniquesFour different types of financial customer psychology analysisCommunicate with customers in a preferred way of communicationDifferent customer personality type, how to adopt the targeted financial sales method?The presentation skills of marketing selling points for personal financial products and servicesAnalyze the marketing selling points of investment management productsAnalysis of the marketing selling points of bank CARDSThird, the sales technique of financial products(1) effective introduction of product experience presentation law(2) using four practical financial instruments to guide customers effectively, not to persuade them(3) a few key tips for successful conversations with customersThe technical term is colloquialEffective interactionArt handled after rejectionIt gives the customer a sense of accomplishment(4), marketing process control and skill applicationCreate a good communication atmosphereEffectively ask questions - discover customer needsPromote the product accurately and effectivelyCustomer objections (forecasting objections/collecting objections/handling objections)5. Proposals for actionGive your clients the right commitmentsThe perfect enabling technique