More About Cross Selling in Banks

One of the key elements of customer service in bank is the willingness to cross sell the bank's products and services, and that willingness to cross sell comes as much from a personality-driven attitude as it does from knowledge and training.

When you think about it, it's clear that people who are most successful at cross-selling are the ones who like to solve problems, and who see others' questions as opportunities to find new solutions.  If these people also have information, for example, about your bank's products and services, then they are in a good position to use that information to suggest them to customers who may not be aware of them.

The BANK CUSTOMER SERVICE SURVEY measures an individual's personality-driven attitudes about solving problems and willingness to present solutions to your customers-the foundation of successful cross selling!

WHAT OUR CUSTOMERS SAY...

We are moving toward a sales culture, and the Bank Customer Service Survey gives us a good idea of who has strong cross selling potential-who understands that selling bank products is really just a matter of listening to the customer and matching needs with products.  When we first started using it, we gave it to a select group of tellers and CSRs and the results meshed very well with their actual customer service behavior.  After seeing what the Bank Customer Service Survey could do, our managers really pressed us to use it to screen all applicants.

Ms. Marysia K. 
HR Manager
Grabill Bank
Grabill, IN