What the two-day programme covers
Day 1: Service First, Then Attract, Leverage and Present
1. Service First, Then Relevant Growth
Identify when a service-to-sales transition is appropriate. Learn to distinguish a relevant approved introduction from a product push, and decide when to resolve, route, offer, refer or make no offer.
Practice activity: Map an inbound service journey and assess which customer situations justify a short follow-on conversation.
2. Attract with a Permission-Based Transition
Practise the first 15 seconds after service completion. Use voice, pacing and a concise explanation of relevance to ask permission to continue—and accept a decline respectfully.
Practice activity: Rehearse short transitions across ten service-completion scenarios, with feedback on relevance, clarity and customer choice.
3. Leverage a Verified Need
Use approved customer context and one or two neutral questions to confirm a priority. Decide whether to present, refer, defer or make no offer without turning the interaction into a lengthy financial review.
Practice activity: Practise a short question ladder in rotating officer, customer and observer roles.
4. Present One Relevant Option
Explain one approved option or referral in plain language. Connect it to the customer’s verified priority, covering its purpose, key benefit, key condition and next step.
Practice activity: Turn product features into customer outcomes and rehearse a concise presentation within the five-minute cross-sell limit.
Day 2: Handle Questions, Agree Action and Apply the Five-Minute Standard
Opening practice: Timed Call Replay
Revisit the service-first transition, short need check and presentation. Identify where conversations lose relevance or run over time, then refine one behaviour through peer feedback.
Practice activity: Complete two timed simulations from Attract to Present, improving one weak point between rounds.
5. Handle a Brief Question or Decline
Recognise whether the customer needs information, more time, clarification about fit or simply wishes to decline. Practise brief responses that preserve choice and avoid unnecessary call extension.
Practice activity: Respond to common customer reactions such as “not interested”, “no time”, “send details” and “I already have one” through timed role plays.
6. Agree the Next Banking Action
Confirm an appropriate next step, such as a referral, appointment, digital link, approved call-back or no further action. Gain required consent and make ownership and follow-through clear.
Practice activity: Rehearse permission-based closing language and prepare an accurate handoff record for a referral or support team.
7. Put It All Together
Combine the ALPHA stages in a complete service-first conversation. Identify the workflow support needed for consistent execution, including approved offers, eligibility information, referral ownership and quality standards.
Practice activity: Complete three increasingly challenging simulations, repeat one weak point and create a 30-day action plan.
