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Account
Specialist Certificate Retail Track 
This online certificate provides entry-level sales staff
with foundational knowledge of banking products offered
of banking customers, and the sales and interpersonal skills
needed to initiate those sales. Students who successfully
complete this course and either complete the Banking Today
course or have three years experience in the banking industry
will receive the ABA/AIB Account Specialist Certificate.
After successfully completing this program participants
will be able to: identify the six steps to the relationship
selling process and successfully use sales skills and techniques,
identify and define basic customer service skills and use
them in the current workplace, define and practice professional
behavior in the workplace, use an effective approach to
handling telephone tasks, write effective correspondence
using a four-step process, explain various features of consumer
credit product to customers, describe features and benefits
of deposit products and identify the steps in the cross-selling
cycle, and identify appropriate professional behavior and
use basic guidelines to enhance professional relationships.
Audience: This course is appropriate for entry-level
sales staff, new accounts personnel and financial services
representatives.
Alternative Delivery Systems,
Trends and Issues 
For a detailed description or additional information please
feel free to contact the CFT office.
6494 Building and Retaining
Customer Relationships
This AIB course provides a systematic method for establishing
a portfolio of new and existing clients. Participants learn
to create useful sales tools, and identify opportunities
to sell additional products and services using need-based
selling techniques.
After successfully completing this course, you will be
able to:
- Describe the benefits of utilizing a client portfolio
system
- Create a paper-based client portfolio system categorized
by clients with high, medium, and low need for additional
products and services
- Effectively use a Client Profile Sheet, Client Conversation
Register, and Portfolio Tracking Sheet to identify and
track existing and additional products and services
for clients
- Segment for easy access during focused sales campaigns
and promotions
- Use client portfolios to increase cross-sell opportunities
by using needs-based selling techniques
- Develop a script using key components for the first
sales calls to portfolio clients.
Recommended AIB Credit: 1/4
6268 Cross-Selling Deposit
Products
This AIB course provides participants with skills to cross-sell
bank deposit products and services. It focuses on the importance
of cross selling and the steps in the process: interpreting
clues to customer needs, cross-selling solutions to match
needs, responding to objections, and closing the sale or
referring a customer to a specialist. A visual aid introduces
the four-step cross-selling sales process with product solutions.
After successfully completing this course, you will be
able to:
- Explain the importance of cross-selling both to customers
and to the bank
- Identify the steps in the cross-selling cycle
- Describe features and benefits of deposit products
- Interpret clues to customer financial needs
- Respond to customer questions and objections
- Close the sale, or refer the customer to the appropriate
bank specialist.
Recommended AIB Credit: 1/2
4506 Effective Referrals
This AIB course provides participants with the skills needed
to identify sales and referral opportunities and provide
confident and effective referrals. It supports the Relationship
Selling model used in the course Introduction to Relationship
Selling.
After successfully completing this course, you will be
able to:
- Describe what customers expect from your bank
- Use benefits statements to make the referral
- Make the "hand off" to a specialist
- Identify follow-up situations and develop appropriate
techniques.
Recommended AIB Credit: 1/4
4508 Event-Based Selling
This AIB course provides participants with tips and techniques
for hosting seminars, as well as how to optimize sales opportunities
at other events such as association meetings and business
fairs. The focus is on using group events as a marketing
tool to promote sales.
After successfully completing this course, you will be
able to:
- Identify group event opportunities
- Identify over-lapping characteristics within personal
and professional groups
- Profile a group to identify common needs
- Develop event strategies that satisfy group needs
- Identify resources required to host a seminar with
attention to time and cost efficiencies
- Create an action plan and timeline to host a seminar
- Maximize sales results generated from group events.
Recommended AIB Credit: 1/4
2749 Financial and Business
Planning for Bank Marketers
This course is designed to inform and train bank personnel
to perform more effectively and efficiently in the financial
and business aspects of the marketing function. Its major
objectives are to help marketers understand the sales goals
of their business partners, and to access and communicate
more effectively how marketing's efforts can help the various
bank departments meet and exceed those goals.
Audience: Jr. level bank marketers, employees with
marketing experience but new to banking, employees working
in other areas of the bank interested in developing marketing
skills, and any manager responsible for selling their bank's
products and services.
Identifying & Leveraging
Target Markets
For a detailed description or additional information please
feel free to contact the CFT office.
4504 Introduction to Relationship
Selling
For a detailed description or additional information please
feel free to contact the CFT office.
7740 Marketing Financial
Services  
Marketing for Bankers looks at what motivates customers
to purchase financial services and teaches you how to develop
a successful marketing plan. After successfully completing
this program, participants will be able to: recognize consumer
motivation and buying behavior, integrate public relations,
advertising, sales promotion, selling, and service distribution
functions in your bank's overall marketing plan, conduct
situation analysis and formulate a master marketing strategy,
monitor and evaluate performance.
Audience: All bank personnel responsible for conceiving
or carrying out any phase of a bank's marketing efforts,
including bank personnel in customer-contact and operations
positions, management trainees, and persons entering banking
at the mid-management level.
3444 Referring Insurance and Annuities
Customers
This AIB course introduces the retail banking employee to the insurance products available in banking institutions. Participants learn about the many types of insurance products available, their basic features, and how they meet customers’ financial needs. By learning to identify referral opportunities in typical customer contact situations, participants apply their understanding of customer needs to make skillful referrals to a licensed insurance sales representative within their organization.
After successfully completing this course, you will be able to:
- Describe how insurance products and services address customers’ financial needs
- Describe the common types and features of insurance products
- Describe the role of licensed insurance sellers in the bank
- Explain the benefits of insurance products
- Make effective referrals to bank-designated, licensed insurance sellers.
Recommended AIB Credit: 1/2
7242 Referring Mutual Funds and
Securities Customers
This AIB course provides an overview of the mutual funds and securities that are available through many banks today. It reviews securities products, discusses how to identify securities customers and how to make the referral. It covers why banks offer securities products, the risks associated with them, and their basic features.
After successfully completing this course, you will be able to:
- Explain how offering securities products can benefit both retail banks and their customers
- Describe the risks associated with securities products
- Identify customer characteristics that may indicate the need or desire for securities products
- Make effective referrals to bank-designated, licensed securities specialists.
Recommended AIB Credit: 1/2
8264 Referring Trust Customers
This AIB course provides participants with the skills and product knowledge needed to identify and refer individual trust prospects. It explores the basic elements of a trust, trust terminology, and common trust products.
After successfully completing this course, you will be able to:
- Describe the basic elements of a trust
- Describe basic trust products and terminology
- Identify five key reasons clients need/want a trust
- Define a typical client’s needs and objectives
- Identify prospects and provide a client- benefit focused referral for trust services.
Recommended AIB Credit: 1/4
Retail Sales Series
4510 Sales Coaching in the Bank
This AIB course prepares the sales coach to provide ongoing coaching motivation to support the sales team including sales coaching opportunities, how to set goals, and the use of motivational techniques.
After successfully completing this course, you will be able to:
- Describe the role of a sales coach
- Identify sales coaching opportunities
- Identify coaching strategies to support team members with both sales- and service-focused job functions
- Set team and individual sales goals
- Motivate top sales performance.
Recommended AIB Credit: 1/2
7787 Successful Sales Campaigns
This AIB course helps participants plan and execute a successful sales campaign focused on one product or a small group of products. It includes a step-by-step worksheet to create a successful sales campaign, and helpful tips for advertising, including an explanation of federal regulations and definitions.
After successfully completing this course, you will be able to:
- Locate and utilize demographic information to match bank products to your available customer base
- Prepare bank personnel for a successful sales campaign
- Create and maintain enthusiasm for your sales campaign
- Identify applicable regulations for advertising the campaign
- Develop a sales campaign that gets the attention of your customers
- Use creative methods to track the progress of the campaign
- Evaluate and celebrate the results of the campaign after it has ended.
Recommended AIB Credit: 1/4
TC04 Knowing & Selling Your
Bank Products
This session begins by stressing the importance of building
and maintaining a strong relationship with customers. This
is followed by a discussion of various bank products, their
features, and most importantly, their benefits. Attendees
are taught the difference between open and direct questions,
and when to utilize each to their advantage. The second
portion of this seminar focuses on the need to recognize
and seize a sales opportunity. This session provides attendees
with the knowledge they need to be successful and make selling
come naturally. Participants will learn the true definition
of "selling", why it is necessary, and their role in the
process. In addition, they will develop skills in identifying
customer's needs, presenting a product to meet that need,
and overcoming customer objections. This session is a must
for anyone required to set and meet sales goals.
Understanding Bank Products
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Instructor-Led |
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Online Instructor-Led |
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Online Self-Paced |
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Independent Study |
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