Personal Banker - Six Critical Skills


Presence is the use of body language and voice to communicate conviction, interest, and energy.  If any of these elements is not at peak performance your presence can be negatively impacted.  Your presence helps convey who you are and influences how others see you.  Presence can add credibility or undermine the message you convey.  This course will help you to use your presence to make a positive impression, maintain a professional demeanor, and make your customers comfortable as they interact with you.


There are three levels of relating:  rapport, acknowledgement, and empathy.  Each level is increasingly complex and powerful.  All three levels are needed to establish trusting relationships with your customers.  This course will help you to break the ice and make your customer feel comfortable, connect on business and personal issues, encourage dialogue, and demonstrate listening.


This course focuses on three key questioning skills.  First, Structuring will help you to use open-ended vs. closed-ended construction to elicit a more complete response, use active vs. passive construction, effectively pace your questions, and use a powerful tone. Second, Prefacing, such as using acknowledgement, a supporting benefit, or trading information, will help you to introduce a question in a way that encourages your customer to be more responsive so you can more deeply understand his or her needs.  Third, Drilling-down, which can have a profound impact on sales results, will help you to clarify vague phrases and explore your customer’s thinking.


“Effective” listening, as opposed to efficient listening, is the ability to concentrate and comprehend.  Effective listeners are truly disciplined to concentrate on what the customer says and how the customer says it.  This course will help you to use effective listening to become more knowledgeable about your customer’s needs, interpret verbal and nonverbal clues, avoid thinking about several things at once, pick up on tone to learn what's behind your customer's words, and identify disconnects between the content of your customer's message and his or her feelings.


Positioning is presenting information persuasively through the eyes of your customers.  Positioning allows you to use words to shape your customer’s perceptions and encourage him or her to listen and remember. This course will help you to use positioning to set the stage, credentialize yourself, capture your customer's attention, and ensure the dialogue is persuasive and interactive.


Checking is a form of questioning, but it so specific and useful in creating a customer dialogue that it must be treated separately.  Checking is asking an open-ended question to elicit feedback from your customer on what you have just said.  You can check for understanding or agreement.  This course will help you to use your Checking skills to reset your customer’s attention span, gather feedback once you have to responded to an objection to ensure you have resolved it, and gather feedback throughout the conversation so you understand how your customer feels about what you have said or the idea you have positioned.