In 2004 the Rockland Trust Co., a US bank chain, implemented a process to increase customer retention and customer growth. At the heart of the project was a cross-selling initiative focussed on relationship selling and servicing. Training, coaching practices, and sales and service techniques were utilised to develop staff to use good questioning and listening skills and strong, technical product knowledge to uncover and present product solutions to meet customer's financial needs. Specific goals...

BPIR Categories

4.2.1 Manage sales & sell products & services
9.4.7 Develop team competencies

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