EXTRACT OF THE 2012 COURSE ON SELLING FINANCIAL SERVICES

1. Selling financial services 2012 Helping you through the learning curve R.J.Claessens & Partners

2. The purpose of the seminar Provide you with a selling technique and product knowledge

5. Selling financial services Module 1 Branding requirements

6. WHICH is WHICH ?

7. CORPORATE CULTURE = VISIBLE LEVEL (BRANDING) & SHARED VALUES Substance

8. Selling financial services Module 2 A “brief introduction” to the Bank’s balance sheet

9. The concept of a balance sheet What I HAVE What I OWE

10. Product type Current account in overdraft Balance sheet type Current asset Profitability Large margin over cost of funds Risk profile Liquidity, solvency due to non repayment Treasury impact Uncertainty, average outstanding needs to be used as guideline Customer profile Known customer, middle to top segment Documentation Account opening, financial statement, follow-up doc, memo’s of call.

11. Selling financial services Module 3 The impact of interest rates & economic indicators on the bank

12. Products & Services GNP CONSUMERS Salaries, interest, rentals LABOUR ENTREPRENEURS Offer WHAT? HOW? FOR WHOM? Demand Demand Offer Government Central Bank

14. Selling financial services Module 4 Selling skills

17. Selling financial services Module 5 Case studies

20. Selling financial services Module 6 Mastering delicate situations & objections

21. Dealing with dissatisfied customers

22. The art of asking questions…..

23. Selling financial services Module 7 What can be improved?

26. Selling financial services Module 8 Tips & tricks of the trade!

27. ME incorporated = MY VALUES & MY NORMS

28. Self-efficiency Self-efficiency

29. WHAT YOU COULD DO AFTER A GOOD SEMINAR