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FAIRMONT'S CURRICULUM
Fairmont’s training curriculum is
divided into fourteen areas:
EXECUTIVE
MANAGEMENT
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These sessions provide executive
management with an overview of bank training and coaching
accountability programs. The meetings focus on executive
management’s role in supporting the bank’s sales development
efforts.
SENIOR
MANAGEMENT
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These programs prepare senior managers
to reinforce branch managers’ sales and coaching skills and
establish required sales and coaching accountabilities. Advanced
programs serve as a forum for critiquing area sales performance and
developing action plans for enhancing staff performance.
PRODUCT
KNOWLEDGE
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These programs provide personnel with
the information required to understand bank products and make
effective sales. The information is provided in a series of
product-specific units. Customized programs are available in
hard-copy and CD training formats.
SERVICE AND
SALES COACHING
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These programs provide branch, call
center, commercial business development, trust sales, and department
managers with the foundation for developing their management and
coaching abilities. This includes skills and approaches required
for managing time, implementing service and sales disciplines, and
developing staff adherence to service and sales disciplines
(skills).
The manager is the only individual who
can convert skills presented in training into skills used with
customers. Fairmont’s unique sales coaching accountability program
ensures that coaching required for behavioral change is in place
before service and sales personnel attend training programs.
Coaching skills reinforcement programs are available in classroom
and CD training formats.
NEW ACCOUNTS
SERVICE AND SALES
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These programs provide new accounts
personnel with the skills for delivering quality service and
impacting customer buying decisions. Advanced programs provide
approaches for servicing higher-level customer needs. A customized
approach incorporates new accounts automation into the sales
process. The consistent use of these skills ensures a higher level
of customer service and sales.
TELLER SERVICE
AND SALES REFERRALS
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These programs provide tellers with
the skills required to communicate with customers, handle difficult
situations, and transfer customers requiring additional bank
services. This includes systematic, scripted approaches for
handling routine service, sales referrals, difficult customers, and
complex situations. The consistent use of these skills results in
tellers providing a higher level of service and increased sales
referrals. These programs are available in classroom and CD
training formats.
CALL
CENTER SERVICE AND SALES
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These programs provide call center
personnel with the skills for servicing and selling customers.
Sales approaches are developed for both incoming and customer
outreach calls. Participants learn to design systematic service and
sales scripts. The sales process can be supported with customized
Call Center Script books. The customized scripts are adapted by the
staff for their specific needs.
TELEPHONE
QUALITY SERVICE AND SALES
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These programs provide telephone
representatives with techniques and approaches for servicing
existing customers and selling to prospects. Advanced programs
include approaches for telemarketing to prospects using customized
scripts. The skills presented in these programs make it possible
for employees to utilize the telephone as a major bank service and
sales tool.
SUPPORT
PERSONNEL QUALITY SERVICE
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These programs provide service support
personnel with techniques and communication approaches for providing
quality service in routine and difficult customer situations.
Advanced programs focus on internal customer service and handling
service recovery situations.
LOAN
SERVICE AND SALES
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These programs provide mortgage
originators and loan personnel with the skills required to service
and sell various types of loans. Fair lending programs provide
participants with the information and skills required to ensure
consistency in sales and service approaches.
COMMERCIAL
BUSINESS DEVELOPMENT
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These programs provide the bank’s
business development team with a call planning system, an
understanding of the sales call process, and the structure and
techniques for effectively selling commercial customers. This
includes the development of sales approaches for specific customers
and prospects.
INVESTMENT
COUNSELORS
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These programs provide licensed
investment counselors with techniques and approaches for effectively
selling nondeposit investment products to new and existing
customers. This includes the integration of compliance-related
information into the sales communication process.
TRUST
BUSINESS DEVELOPMENT
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These programs
provide trust personnel with techniques and approaches for planning
a sales call, structuring a call information system, setting up the
call, conducting the call, and following up on each call conducted.
The
approaches include follow-up meetings with coaches to review call
results, identify areas of call skills development needs, and design
skills development action plans.
TRAIN
THE INSTRUCTOR
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These programs are for bank
instructors who conduct Fairmont training programs. The workshops
are used to refine the instructor’s understanding of program
concepts, approaches, and content and skills for facilitating
program lectures, discussions, experiences, case studies, and role
plays.
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