Creating Member Loyalty^TM System of Training

Product Knowledge

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Product Knowledge – for a systematic approach to learning your credit unions products and services. This software enables you to efficiently customize over 60 product profile templates to match your credit union’s products and services. The templates include approximately 80% of the profile data, which allows you to quickly complete your customized product knowledge manual by simply editing the data.

Your staff will learn clear and consistent information about each product which they then apply in conversational, team-building exercise and activities. This simple combination of information + practice develops your staff at a manageable pace. It also promotes on-going discussion around meeting member needs, critical to keeping pace in today’s competitive marketplace.

The Product Knowledge Software Provides

• Systematic approach to learning about credit union’s products and services.
• Consistent information received by all staff
• Focus on products in terms of member needs
• Profile products in a way that reinforces the selling skills needed to present them.
• Enable staff to recognize opportunities to provide additional service to members.

Key Features and Benefits

• Customize your product manual with easy-to-use software
• Easily update product information for product manual “maintenance”
• Increase employees’ confidence in discussing your products
• Expand member relationships through cross-selling effectiveness
• Cross-train new and existing staff systematically – when they need it
• Ongoing reinforcement and training of products and services
• Affordable investment: only $1,725 one-time fee.

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A simple and Consistent Process

Program Content

Member Needs Handbook
The Member Needs Handbook contains sales-focused profiles of credit union products, written to develop and enhance the sales/service skills of your staff. The handbook is very useful as a reference to ensure all employees communicate consistent product information to members.

The handbook contains:

• What the product/service is and what it does
• Who is eligible
• Presentation helpers
• Questions/objections and possible responses
• Cross-selling opportunities
• Need identification questions
• Product features and member benefits

Team Leader’s Guide
This guide may be used by supervisors to conduct sales meetings with their staff. In general, this guide contains:

• Outlines for 26 sales meetings (30-minute meetings)
• Tips on conducting effective meetings and adult learning principles.
• Exercises, quizzes and games to reinforce both product knowledge and selling skills.

Project Outline, User Notes and Instructions

• A booklet which outlines the details of each manual and provides guidelines for editing and tailoring to your credit union’s products and services

Software
This software enables you to efficiently customize 60 profile templates to match your credit union’s products and services. The templates include approximately 80% of the profile data. This allows you to complete your customized version by simply adding to and editing the data.

See Product Knowledge Manual sample pages

See Team Leader's Guide sample pages

The implementation process is simple and straightforward. To learn more contact us or call 800-456-0543. We’ll be happy to answer your questions and show you how easy it is to bring the training system to your credit union.