Welcome to the Sales and Customer Service Curriculum. These curricula serve as guides, aiming to help admins create lesson plans using content found on the Content Exchange!
The Curriculum
Takes ~1-2h to build using material from the Content Exchange.
This curriculum is designed to help frontline employees of financial institutions develop their service skills - from mortgage specialists to tellers.
It’s been reported that, currently, many customers do not trust their financial institution to offer unbiased advice. This negative experience can take a toll on sales, with both existing and new customers.
To help tackle this, the curriculum takes a customer-centred approach to service. This approach is found to increase growth potential, customer satisfaction, and adaptability.
Highlights
| Skills Addressed
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Tip: Adding skills to your course is a great way to monitor success and engage learners!
Scenario Steps for Customer Interactions LemonadeLXP’s Scenario Steps are perfect for putting soft skills into practice, which is why there are 7 in this curriculum! These role-playing steps simulate real conversations employees would have with customers. |
Ensuring a Customer-Centric Approach
This curriculum was designed to promote a customer-centric approach to service - first emphasizing the importance of customer service and soft skills, following this up with sales-based courses. We encourage admins to ensure courses and steps are completed in order.
To enforce that courses are completed in order, create Triggers.
Similarly, steps within each course are designed to be completed in order, building upon knowledge as they progress.
To enforce step order within a course, click the "Steps have to be completed in order" check box when creating or editing the course.
Topics Addressed
Customer Service
Serving Customers 101 - An introduction to the topic of customer service, addressing the importance of service, tips for helping unhappy customers, and how customer service and sales can be integrated.
Building Trust with Customers - A follow up to Serving Customers 101, this course outlines the role that trust plays in customer relations, as well as ways to increase this trust.
Student Banking - Unlocked upon completion of all introductory courses. This customer service course addresses student banking needs and habits as well as how to best serve this demographic.
Financial Sales
Simple Sales - A simplified take on multi-step sales processes, this course serves as an introduction to financial sales. Key takeaways include identifying customer needs, spotting sales opportunities, and how to recommend products and services. This course use two whiteboard-style videos to introduce the learner to simple sales.
Cross-Selling - A follow up to Simple Sales, this course offers a more in depth look at cross-selling. Once learners have a good foundation in the principles of cross-selling, they can put this knowledge to the test - studying example customer segments before promoting the right products for customer needs.
Digital Conversations - Unlocked upon completion of all introductory courses. Also featured in the Digital Banking Curriculum, this course teaches learners how to promote digital products and services to customers.
Mortgage Sales - Unlocked upon completion of all introductory courses. This course offers an introduction to mortgage sales. For employees less familiar with mortgage sales, the first half of the course offers an introduction to mortgages as a whole, different types of mortgages, as well as the mortgage sale process. For mortgage specialists, the latter half of the course addresses sales tips and a practice scenario.
Suggested Certifications
Gold Standard Service (minimum 80% passing grade) |
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Sales Specialist (minimum 80% passing grade) |
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