Maricopa Community Colleges  CSI115   20064-20086 
Official Course Description: MCCCD Approval: 07/22/08
CSI115 20064-20086 L+L 1 Credit(s) 2 Period(s)
Bank Center Sales I
Sales techniques for telephone banking center representatives. Covers scripts, communication, and questioning skills. Includes knowledge on consumer and business banking products.
Prerequisites: None.
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MCCCD Official Course Competencies:
 
CSI115   20064-20086 Bank Center Sales I
1. Establish a trusting relationship with customers using communication skills. (I)
2. Examine various types of needs and the difference between wants and needs. (II)
3. Practice asking questions to find out customers' needs. (II)
4. Recommend banking products to customers based on their needs. (III)
5. Describe key communication elements when suggesting a product. (III)
6. Identify customers' concerns on new banking products. (IV)
7. Review steps when closing a sales call. (V)
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MCCCD Official Course Outline:
 
CSI115   20064-20086 Bank Center Sales I
    I. Relationship Building
        A. Conversational Approach
        B. Listening Skills
      II. Needs
          A. Maslow's Pyramid
          B. Types of Questions
        III. Solution
            A. Banking Products
              1. Consumer
              2. Business
            B. Proposal
            C. Communication Skills
          IV. Customer Concerns
              A. Identification
              B. Handling Techniques
            V. Closing
                A. Steps
                B. Scripts
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