Maricopa Community Colleges  CSI134   20042-20084 
Official Course Description: MCCCD Approval: 02/26/08
CSI134 20042-20084 LEC 3 Credit(s) 3 Period(s)
Bankcard Industry Sales Communications
Bankcard industry phone sales communications. Covers the Welcome Call program, phone etiquette, and customer support procedures. Also includes banking laws as well as techniques for effective positioning and selling.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSI134   20042-20084 Bankcard Industry Sales Communications
1. Summarize procedures for signing on and off the phone. (I)
2. Demonstrate procedures for transferring and conferencing calls. (I)
3. Demonstrate appropriate phone etiquette. (I)
4. Explain the use of the customer support program. (II)
5. Demonstrate procedures for navigating with the e-mail and Intranet systems. (III)
6. Explain various banking laws. (IV)
7. Identify customer characteristics. (V)
8. Identify and describe the framework for telephone selling. (V)
9. Summarize techniques for establishing "presence" on the phone. (V)
10. Use questioning skills to determine customer need. (V)
11. Demonstrate effective positioning techniques. (V)
12. Describe elements of the Objection Resolution model. (V)
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MCCCD Official Course Outline:
 
CSI134   20042-20084 Bankcard Industry Sales Communications
    I. Basic Phone Skills
        A. Sign On/Off
        B. Conference Call
        C. Transfers
        D. Buttons
        E. Call Codes
        F. Work Codes
        G. Phone Etiquette
          1. Greetings
          2. Closings
          3. Tone
          4. Humor
          5. Positive Phrases
          6. Time
      II. Customer Support
          A. Purpose
          B. Procedures
            1. Application Search
            2. Application Access
            3. Verification Completion
            4. Detail Review
            5. Additional User
            6. Marketing Information
            7. Bureau Address
            8. Memos
            9. Incomplete Applications
            10. Edit
            11. Suppressed Mailing
        III. Communications
            A. E-Mail
              1. Policies
              2. Procedures
              3. Icons
              4. Tools
              5. Windows
              6. Folders
              7. Etiquette
            B. Intranet
              1. Policies
              2. Procedures
              3. Icons
              4. Tools
              5. Windows
              6. Folders
          IV. Banking Laws
              A. History
              B. Terms
              C. Provisions
            V. Telephone Selling
                A. Challenges
                B. Opportunities
                C. Customer Characteristics
                  1. Knowledgeable
                  2. Competitive
                  3. Skeptical
                  4. Slow to Make Decisions
                  5. Complex
                  6. Demanding
                  7. Financially Squeezed
                  8. More Aware
                D. Sales People
                  1. Product
                  2. Quasi-Consultative
                  3. Consultative
                E. Dialogue Framework
                  1. Opening
                  2. Customer Needs
                  3. Product Positioning
                  4. Objections
                  5. Close/Action Steps
                  6. Follow-Up
                F. Opening Process
                  1. Presence
                  2. Rapport
                  3. Voice Pattern
                G. Questioning Techniques
                H. Listening Skills
                I. Positioning
                  1. Use
                  2. Techniques
                J. Checking
                  1. Use
                  2. Techniques
                K. Objection Resolution Model
                  1. Empathy
                  2. Questions
                  3. Positioning
                  4. Checking
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