→ Role Play: Practice sales conversations in all situations – a member that is very social, a member that gives short answers and doesn’t
seem interested in conversing, etc. Have multiple practice
conversations with the teller, playing both roles and practicing the
various situations where there might be an opportunity to introduce a
product or service.
Suggested Learning Projects:
→ Observational Coaching: Ask the teller to observe their peers on the teller line in the coming week. Have them write down any observations
they make regarding their peers’ selling techniques – how often do they
initiate a sales conversation? What was their approach to the
conversation, and was it effective? Be prepared to discuss their
observations at your next coaching session.
→ Self-Directed Learning: Assign the teller to come back to your next coaching session with four examples of sales conversations that they
had during the week. What went well in each conversation, what could
have been improved, and what was the outcome?
Supplemental Coaching Strategies:
→ 30-Second Coaching: Take 30 seconds of your day to verbally acknowledge this teller when they initiate a sales-based conversation
with a member. Be specific in your remarks regarding what actions
they took and how their conversation was beneficial to both the teller
and the member.
Made with FlippingBook Ebook Creator