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NCC Bank Limited R etail Banking Khaled Afzal Rahim Head of Retail Banking Division NCC Bank Limited Strategic Sales Approach Monday, 28 January 2013

Retail Banking @ Strategic Sales Approach

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Page 1: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Retail Banking

Khaled Afzal RahimHead of Retail Banking Division

NCC Bank Limited

Strategic Sales

ApproachMonday, 28 January 2013

Page 2: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Retail Banking Division will deliver long-term

shareholder value through focusing on cost

effective and efficient delivery to our customers

across all products, services and channels.

Page 3: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Evolving Consumers Increasingly affluent, with bulging middle

class

The youngest population in the world

Increasing literacy levels

Higher adaptability to technology

Urbanization is a continuing trend

Increasing "consumption" mindset in Major Cities

Page 4: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Population by Broad Age Groups

Total Population in million

61.60%

4.80%

33.60%0-14

15-64

65+

2007 2012

148.8

161.0

59.40%

4.20%

36.30%

Source: U.S. Census Bureau, International Data Base

Page 5: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

• Banks continue to offer valued added Products and

Services for customer acquisition and retention

• Retail Banking technology is gaining its importance due

to the continued demand

• Customer Relationship Management (CRM) is going to

be a mandatory requirement for banks to leverage the

existing relationship

• Retail Banking customers are demanding more and

more features and product differentiation

Retail Banking Trends

Page 6: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

• More and more Retail customers in the age group of

15-64 with high saving potential

• Alternate delivery channels, channel integration and

single sign on expectation from customers

• Branch Banking channels are going to be business

expansion channel than Transaction processing centre

• More and more customers are moving out of the Branch

Banking channel to other alternate delivery channels

Retail Banking Trends cont.

Page 7: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Retail Banking Division@

NCC Bank Limited

Page 8: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

NCC Bank Retail Banking Vision

“We shall give our customers best possible service

experience each time they require our banking services.

The good customer experiences shall be created through

our attitudes, our behavior, and our solutions.”

Page 9: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

NCC Bank Retail Banking Mission

“Banking Choice of the Community”

Page 10: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Developing Your Sales Strategy

Target and penetrate the most promising and profitable markets and

sectors.

Go to market in the most effective manner.

Refine and maximize your competitive advantage and product & service

differentiation to increase market share and margins.

Increase sales win ratios and shorten sales cycles by refining and aligning

sales and marketing messaging to capitalize on your value proposition and

your competitor's weaknesses.

Page 11: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Developing Your Sales Strategy

Cont.

Define the most efficient and cost-effective tactics and methods to sell your

company's products and services.

Establish a specific plan to strengthen and enhance lead generation.

Establish comprehensive success metrics and quantitative targets at every

critical level from the number of impressions made to the number of

customers gained.

If you feel there is a realistic chance of getting the account, which strategy

will you use?

Page 12: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Questions To Help Determine Strategy 1. Can you interact with or cover each of the decision makers that will

influence the outcome of this sale?

2. Do you have the time and resources necessary to interact?

3. Can you competitively position yourself to overpower the competitor?

4. Do you have sufficient unique selling points to accomplish this sale? Do

you have access to the key decision makers to do this?

Page 13: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Questions To Help Determine Strategy Cont.

5. Can you neutralize the competitor's strengths?

6. Do you have the capacity to deliver?

7. If you can't get the whole project, what piece would competitively

advantage you for the next purchase?

8. How sure are you that you can get this sale?

Page 14: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Assessing and Minimizing Your Odds to WinSelf Awareness

Emotional awareness

Accurate self-assessment

Self confidence

Self RegulationSelf control

Trustworthiness

Carefulness

Adaptability

Innovation

MotivationAchievement drive

Commitment

Initiative

Optimism

Page 15: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Effective Selling TechniquesProspecting

a. Build relationships

b. Be persistent

c. Use a script

d. Be creative

e. Communicate your belief in your product

f. Expect rejectioni. Generating Sales Referrals

ii. Qualifying Sales Referrals

Key characteristics of good prospects

1. A need.

2. A sufficient budget.

3. The authority to buy.

Page 16: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Five Techniques to Distinguish Good Prospects

1. Is the prospect has ability to be your Client?

2. Is his need is present requirement or future requirement?

3. Is the prospect is good enough for your time investment?

4. Can the prospect be accepted by the Bank Management?

5. What is the grading mark the prospect got from your

assessments?

Page 17: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Presentation

Questions

Discovering a prospect's needs can be challenging in the early stages of selling.

Because prospects don't know you they tend to be much more reserved in the

information they provide. Many are not comfortable telling you about their needs,

weaknesses and concerns until some rapport and comfort has been established.

If you really want to give prospects a reason to buy from you, you need to give

them a reason. One of the most effective ways to do this is to ask a few well

thought-out questions to uncover what is important to the prospect.

Page 18: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Closing

1. Shows no fear

2. Not selling just for acquiring a new customer

3. Never gets down on prospect

4. Very organized and straightforward in asking for action

5. Understands the prospect has doubts

6. Immune to rejection

7. Avoid all negative influences and distractions

8. Master closers are competitive yet remarkably stress free

9. Celebrate your success

Page 19: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Managing Critical Sales Objections

1. Start with acknowledgement or empathize to stay connected

2. Ask clarifying questions and listen as much as possible

3. Position their response so it is concise and targeted

4. Check for feedback

5. Go through the process again if they have not addressed the

concern

Page 20: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Confidence

1. Concentrate on the fact that your products & services benefits

lots of people

2. Tell yourself that whatever cloud you're operating under will soon

pass

3. Get something minor done, of which you can be proud

4. Tell yourself, "Every day, in every way, I'm getting better and

better!"

5. Do something you had not been doing for a long time

Page 21: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

• Identifying the Customer’s Banking Need

• Proposing a Customized Solution to Satisfy that Need

• Provide Valued Added Customer Service

• Assure Customer to Keep Confidentiality

• Maintain Long Term Relationship

Creative Selling Techniques

Page 22: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Importance of Customer ServiceWhat Skills are Needed

• Showing Friendliness• Showing Helpfulness• Effective use of Body Language• Having Good Product Knowledge• Develop Listening skills• Showing Courtesy• Develop Effective complaint Handling Skills

Page 23: Retail Banking @ Strategic Sales Approach

NCC Bank Limited

Wrapping upwith

Q & A