Maximizing Outbound Sales for Credit Unions

Download this course description (pdf)

Business Issue - Many credit unions have turned to an outbound sales team in member service as a critical sales strategy for several reasons. Fewer members are visiting branches because of increased use of electronic delivery systems. Recent market segmentation research shows that many highest-potential credit union members rarely visit branches. Reduced staffing means that every sales conversation must be more productive than ever.

Financial services competitors, such as brokerage firms, have long used outbound calling as their primary sales strategy. For credit unions, effective outbound calling is becoming a key strategy for building and retaining relationships with high-potential members.

Omega Performance’s Solution - When salespeople and managers proactively contact members with the goal of helping them gain the most from their membership, members remain loyal and bring more of their business to the credit union. This kind of enduring member relationship fosters member retention and attainment of market-share goals.

Maximizing Outbound Sales provides member service representatives with the skills they need to plan and carry out telephone sales contacts with top members.

Participants learn to see themselves not as “pushy telemarketers” but as professionals who contact members by telephone in order to better meet their needs. Salespeople practice a six-step model for conducting effective telephone interactions and develop skills in planning telephone contacts using a Call Organizer.

Omega Performance’s focus is on “real work”—participants apply new skills and knowledge to real situations. Representatives plan telephone contacts, call members and conduct a sales conversation, and receive feedback on skill use. The calls are audiotaped for feedback during class.

Delivery Options

Omega Performance’s Maximizing Outbound Sales program is delivered via a two-day workshop and is implemented most effectively when supported by coaching.

Results You Can Expect

Successful implementation of Maximizing Outbound Sales produces these results:

Increased number of sales conversations with high-potential members
More in-depth information on the needs of target members
Increased sales to high-potential members
Deeper member relationships and greater loyalty with high-value members
Profitable sales to high-potential and high-value members

Who Should Be Trained

Maximizing Outbound Sales is designed for member service representatives with responsibility for contacting high-value members by telephone for relationship development and member retention purposes.

Prerequisites

None.